Zoho Desk – Knowledge System
In any organization, there’s significant and worthwhile information available everywhere. This information can be turned into knowledge and when this knowledge is published systematically, it could become a major source of business growth.
What is a knowledge management system?
A knowledge management system is a system that is designed to facilitate sharing and integrating knowledge. It acts as a storehouse to collect, organize, analyze, and re-use knowledge that would otherwise be scattered across the organization.
How can a knowledge management system serve as a powerful tool to boost customer support?
Picking up the phone to call customer support is no longer people’s go-to option when facing issues with a product. These days customers go through a company’s website first and try to fix things by themselves. They want to avoid waiting for days to get the issue fixed and look for instant solutions. The best way to meet this growing expectation is to maintain a knowledge base portal as part of your company’s website.
In the knowledge base, you can post how-to videos, write step-by-step guidelines, publish articles with screenshots, answer commonly faced problems, highlight FAQs in the customer support portal, and provide a platform for writing feedback and reviews. This greatly impacts your brand image as a web-savvy performer and improves customer loyalty.
What are the benefits of having an enterprise knowledge management system in place?
- Businesses want happy customers.
- Customers want readily available solutions to their problems.
- Support Agents want to work an optimized support process.
Setting up a knowledge management database makes all these aspirations achievable
- FOR SUPPORT AGENTS
- FOR CUSTOMERS
- FOR BUSINESS
Reduced ticket volume
A knowledge management database is made up of useful information and resources. Hence, navigating to the knowledge base through a self-service portal directly reduces the number of support tickets agents receive every day. Customers can find the answers to their own questions making it unnecessary for them to submit a ticket for most of the problems they face.
Zero redundant effort
A knowledge management system with help articles and user manuals makes agents’ problem-solving efforts re-usable. When an agent finds a new solution, it can be added to the system for other customers to find. As a result, customers submit tickets only for real issues that demand agents’ help. This streamlines the agents’ work by eliminating the duplication of effort.
Optimized service and improved productivity
Customers get redirected to your knowledge management solutions through a self-service portal. This enables agents to optimize their efforts to improve the resolution rate for complex issues and build meaningful customer relationships by helping customers resolve difficult problems.
What are the essential features of a knowledge management system?
A knowledge management system or a knowledge base should be well-designed and user-friendly. So, how do you create a knowledge base which is an effective knowledge sharing resource and also a space to get inventive?
Take a look at the “must-have” features of a knowledge management tool.
- Portal customization
- Domain mapping
- Secure access
- Knowledge Base
- Forums and Community
Portal customization
Branding is pivotal when you use a knowledge management system. Incorporating your brand’s logo and color scheme in your support portal makes it a cohesive part of your brand, creating a seamless customer experience. You must also ensure that the knowledge management tool that you prefer allows you to import media and rich text to your articles.
Domain mapping
The knowledge management system is nothing but an extension of your company’s website. Efficient knowledge management software enables you to make your help portal part of your brand by mapping it to your own domain.
Secure access
You simply cannot let any employee publish a help article or let anyone navigate to your support portal. Choose a knowledge management system that empowers you to take control of publishing and viewership permissions. This helps you put a proper editorial process in place and get the right audience in.
The repository of articles
Share your support agents’ knowledge with your customers through the customer self-service portal. Publish valuable content in the form of help articles and FAQs. This helps you build a knowledge repository with loads of relevant and educational information that can be useful for both your employees and your customers.
Forums and Community
Enable your customers to engage in discussions with each other and with your company. With Communities and forums facilitated inside your self-service portal, customers can ask and answer questions and share ideas on a common platform. This helps your customers to trust your brand more and improves their over all experience.