In the world of customer support, most companies act reactively. This means that they do everything they can to respond positively to issues as they occur.
It’s difficult to be proactive when you don’t know for certain what’s going to happen from one day to the next. However, sometimes, you can pay attention to the trends that occur in your organization and take steps accordingly.
If you want to help both your business and your customers succeed, then the right knowledge base software could be the answer you’ve been searching for.
A good knowledge management system decreases your support costs, improves customer satisfaction, and improves the overall customer experience too.
Over two-thirds of people generally now expect a company’s website to include tools for self-service, and the trends show that this is likely to become the norm in the years to come too.
What is a Knowledge Management Tool?
One of the biggest IT knowledge management mistakes that companies make, involves failing to properly define what a knowledge management system is in the first place.
This essentially refers to any kind of IT system that retrieves and stores knowledge to improve collaboration, understanding, and process alignment.
Knowledge management systems can exist within teams and organizations, or they can help to support your customers.
The meaning of a knowledge management system, while it’s still pretty broad in its use, often narrows down to the simple task of helping people to utilize knowledge so that they can achieve tasks more effectively.
You can answer customer questions in real time, instead of constantly answering the same questions in your support system. A help desk knowledge base is part of the full system for customer support.
Usually, it includes a ticketing system, where customers can request assistance from members of staff, as well as FAQ content and a forum feature. There might also be a handful of other educational assets, including how-to articles and tutorials.
The Benefit of Knowledge Management Systems
The biggest advantage of a knowledge management system is that you create happier, more satisfied customers overall.
Happy and successful clients keep returning to your organization to purchase more of your products and service. On top of that, happy clients are more likely to tell their family and friends about your company, so you’re more likely to end up with a wider selection of clients.
Remember, it can be pretty expensive to have a customer support rep that’s dedicated to keeping track of each customer in your network individually.
However, a customer support system that includes a knowledge management service eliminates this problem. Employees from all backgrounds can evaluate exactly what’s happening for your customer at any given time.
This means that you don’t have to arrange for a conversation to go through to the same employee every time. Instead, you can serve your customers much faster and more effectively.
All the while, the right technology usually has the potential to collect information about your clients so that you can make better decisions about how to serve them in the future.