The benefits of knowledge management software include reduced costs and the ability for companies to free up representatives for situations that require a human touch.
CloudTutorial Tetra Zendesk Mesa Zoho Documento360 includes advanced analytics and reporting to help you improve your content.
In general, look for software that is compatible with your existing systems, organizes content efficiently, allows you to use multiple types of content, and is easy to use for employees and customers.
Build an effective knowledge management system
No matter how good your knowledge management software is, you and your team must do the heavy lifting to ensure it is truly useful to customers. First, you must determine what information should be included in it. You can do this by identifying the questions, problems and issues most frequently raised by customers. Sources for this component include your support ticket system, front-line customer service representatives, social media interactions, and Google Analytics, which can tell you what terms people tend to search for on your website.
Next, you must organize your system in a way that makes sense to customers. It could be by product feature or by type of learning material such as FAQs, videos, and so on. Additionally, you must determine which content is most successful so you know what to add more and what to remove. Possibilities for this step include using satisfaction surveys or metrics like time on page. Finally, to ensure you are truly providing your customers with the most up-to-date knowledge, you must update your system accordingly.
