subject: Advantages Of Using Knowledge Base Software [print this page] Using knowledge base software is critical to the success of any business. Knowledge management is slowly gaining importance in organizations that operates in a knowledge intensive industry. The sharing of knowledge among employees is crucial to their development. This will allow employees with more experience to share their knowledge and create a resource base for the new employees who will be grappling with issues like lack of knowledge in a particular area. Using knowledge base software has many advantages that a company cant simply afford to miss.
Respond Faster to Customer Queries:
Companies should use knowledge base software to empower their customers. Knowledge management systems can be designed to give customers immediate, 24x7 access to information that required by them and is crucial to them. The software should be designed in such a way that customers looking for answers to specific questions can find them using powerful search methods like FAQ's, forums, search etc. All this can be enabled if knowledge base software is introduced in a company.
Gain Customer Insight:
Knowledge base software can be effectively used to learn about customer needs and preferences. The software can have advanced features to gain insights into the consumers mindset and asses his service consumption behavior. This is crucial for the company as they need to look at areas which require improvement. This can happen by improving the quality of service, content and processes. The knowledge base software should have in-depth reporting capabilities integrated into it to record accurate feedback from the customer service representatives.
Increase Effectiveness of Support Staff:
Customer service and support staff should be able to access knowledge base software in real time. This will allow them to reduce customer handling time. It will ultimately improve the quality of service that is being offered to the customers and reduce turnaround time. Advanced search capabilities should be embedded in the knowledge management system so that it enables the customer service reps to search for solutions quicker and in a more effective manner.
Faster Updating and Real Time Sharing of Information: Companies using knowledge base software should encourage its employees to contribute their experience to the knowledge management system. Distribution of relevant information using a centralized knowledge management system will help in improving the quality of the knowledge management system. The knowledge management system should be capable of handling all kinds of file formats and documents so that uploading documents through the knowledge base software becomes easier and convenient.
Save Money on Phone Calls:
Knowledge base software helps reduced phone class and email volumes by providing customers with all the required information and self help online through the knowledge management system. When a customer care rep needs to solve any customer/client query then he can advise them by taking help of the knowledge management system. He can also direct the customer to the knowledge base software and can instruct advise them as to how best they can use this software to find answers to their queries. This would help in saving time as well as money.
