What is the main difference between businesses that grow and those that decline? The easy answer to this question is knowledge sharing platforms that help capture, organize, and share knowledge across the organization.
Since there is always a chance of losing or forgetting gained knowledge, implementing an effective knowledge management platform is essential for organizations to prosper.
As your company’s bottom line suffers when your employees struggle to obtain the information they need on time, an efficient tool to share knowledge is not only a good-to-have solution but a must.
This blog will discuss what a knowledge sharing platform is, the benefits of knowledge sharing, and the key ways to use it effectively.
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What is a knowledge sharing platform?
A knowledge sharing platform is a centralized repository of organization-wide knowledge. The primary purpose of a best knowledge sharing platform is to make information easy to find, access, and use.
An internal wiki is sometimes called a knowledge hub for collating, storing, and sharing information like SOPs, guidelines, processes, etc.
Using a knowledge sharing platform for sharing employee expertise and ideas is a great way to encourage a knowledge-sharing culture and avoid employee knowledge hoarding.
A centralized knowledge hub is also a reliable way to ensure that your employees have easy and quick access to the information they need whenever they need it.
What are the benefits of knowledge sharing?
1. Eliminate data silos
Companies deal with heaps of data daily. If this data is scattered across multiple storage sources, it will inevitably lead to siloed knowledge. According to a McKinsey report, employees waste more than 9 hours per week searching for information at work! This lost time can be alarming for their efficiency and is also costly for the business.
By using the best knowledge sharing platform, your employees can reduce the time and effort they need to search for relevant information and empower them with the right knowledge to be more productive at work.
2. Make collaboration better
One roadblock to sharing knowledge in an organization is that employees hoard information for individual professional growth in the workplace. However, knowledge sharing is crucial to ensure that teams work more effectively for operational efficiency.
For instance, if a team in your organization is stuck on a problem, it can rely on your organization’s knowledge sharing culture to learn about what other teams have done in similar situations.
This will only be possible if knowledge sharing is promoted in your workplace to foster better collaboration.
3. Retain knowledge
Employees leave more than an empty desk when they exit a job. Most times, they take their experience and expertise along with them.
To ensure that tacit knowledge is preserved with every employee exit, capturing their expertise via a knowledge sharing platform will ensure that knowledge is retained within the organization. This knowledge will help existing and new employees solve any doubts that they may have about a process or problem.
4. Improves CX
We have discussed how pivotal knowledge sharing is for employee productivity, and it could not be more crucial, especially for customer-facing employees.
A centralized knowledge base ensures your employees can access all the information they need during customer interactions. With new-age platforms with fast and Google-like searches, retrieving relevant knowledge on demand makes the problem-resolution process faster and more accurate.
This results in error-free support and decreased handling time, leading to better customer experiences.
Now that we know the benefits of knowledge-sharing, let’s dive in to see how you can best use your knowledge sharing platform to make the most of it.
Top 5 ways to use your knowledge sharing platform effectively
1. Employ innovative knowledge-sharing technology
One of the best investments a business can make is adopting the right knowledge-sharing platform for all its knowledge management needs. Effective knowledge sharing solutions optimize business operations, make relevant knowledge easily discoverable, and directly impact your team’s productivity and performance.
An effective solution to ensure efficient knowledge storing and sharing is a knowledge management system (KMS). With its cloud-based storage, you no longer need to install heavy software on your devices or worry about crashes and disconnects.
A cloud-based knowledge sharing tool like Knowmax organizes all your company-wide information for a single source of truth. The dynamic content modules enable you to organize your knowledge in multiple content types depending on your use case via interactive workflows, picture guides, help articles & FAQs.
The Google-like search engine ensures quick findability of actionable knowledge, making knowledge-sharing across touchpoints seamless.
2. Reduce AHT with contextual next-best actions
Troubleshooting processes can be complex and challenging to understand. When combined with high-pressure deadlines, your agents may find themselves in difficult situations that require quick thinking and clear communication. Without clear guidance, agents might fumble and need to ask around for instructions and clarity.
Using a tool like decision tree software allows you to turn complex processes into simplified, guided workflows. This way, your support agents are not left guessing what they need to say to a customer in any support scenario.
Knowmax cognitive decision trees provide agents with the next-best actions based on the customer’s input for any predefined support scenario. With multiple API integrations, you can auto-traverse any step of the decision tree with customer information from your CRM.
This will eliminate the need to repeat conversations and reduce average handle time while improving the service quality.
3. Repurpose your most successful problem-solving experiences
Nothing beats the importance of the knowledge that is gained from experience. This is why capturing and repurposing what your seniors and peers have already learned and created can save time and money, boost work efficiency, and reduce risk.
To ensure that your employees’ knowledge is effectively stored and shared, capturing it efficiently is crucial. This involves considering the format in which the knowledge is stored, its simplicity and ease of understanding, and how readily accessible it is on demand.
A knowledge management software like Knowmax allows you to create content in versatile formats that best suit your knowledge needs. For example, complex procedures can be stored as picture guides for a better understanding of the problem through visualization.
On the other hand, the most commonly asked customer questions can be stored as FAQs for simpler problems and help articles for more detailed guides. This way, a one-stop solution conveniently manages all your KM needs.
4. Leverage analytics for effective knowledge-building
Customer service is key to building loyal and long-lasting relationships with your customers. To improve customer experience, it is crucial to keep track of how well your support strategy works. This includes gauging how effectively your support team and self-service channels resolve your customers’ problems.
Investing in a platform that gives you detailed analytics and reports on your support content performance will provide you with actionable insights into the effectiveness of your help content.
Knowmax’s micro-segmented analytics gives you in-depth insights into user engagement with your support content, including the user path and time spent on each content piece. This way, you can identify any loopholes in your support content and fill in the gaps to keep your knowledge base updated and relevant.
5. Improve your training procedures and management
Training your employees is not a one-time deal. Continuous and regular training is essential to ensure your employees are up-to-speed with any new processes or tech in the company. Regular training also ensures that your employees are equipped to face ever-growing customer demands.
However, in-person training is often costly, with many challenges such as space issues, real-time coordination, and absentees, to name a few. That’s why eLearning has gained popular traction to ensure the same benefits (if not more) with fewer hassles.
You can use Knowmax’s lite LMS to create training resources to help train your customer support team better. The quiz feature allows you to test your team’s proficiency so that you can invest in more intensive coaching for the agents who need additional support.
A centralized training repository also ensures that all resources and SOPs are readily accessible if any team member wants to refresh their memory without time or location restrictions. This improves the knowledge experience organization-wide.
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Top 7 knowledge sharing platforms examples
Many knowledge-sharing platforms are available today, ranging from open source to proprietary software, with different features and capabilities. Here are the top 7 knowledge sharing platforms examples:
Knowmax is an AI-powered knowledge management software. It is a one-stop-shop to create, manage and distribute knowledge for superior customer experience across touchpoints. Knowmax integrates seamlessly with your existing customer service tools to make your agents’ life easier and customer service frictionless.
It is a no-code DIY platform, making it easy for anyone to get started on the platform. The design of content modules is purpose-built to deliver complex knowledge in easily consumable formats. It will also give you insights into the average usage of customer service content, user engagement patterns, top searched keywords, and time spent on each content piece.
- No code decision trees for guided-assist, next-best actions
- Picture guides for easy-to-understand visual content
- The robust knowledge base of articles and FAQs
- Micro-segmented analytics to analyze content performance
- Easy AI content migration engine for seamless knowledge transfer
Confluence is a wiki-based knowledge sharing platform that enables real-time information sharing and collaboration across teams. It has functions including task management, team calendars, and document collaboration.
To offer a comprehensive project management solution, Confluence integrates with other Atlassian products like Jira and Trello.
- Tag and task notifications to share important information and maximize team productivity
- Jira integration for request and problem tracking to ensure knowledge material is current
- Apps and integrations to customize your knowledge sharing platform
3. Google Workspace
Gmail, Calendar, Meet, Chat, Drive, Docs, Sheets, and Slides are just a few of the apps that are part of Google Workplace. However, these apps all work together to establish a comprehensive information ecosystem.
However, when you factor in the other tools and apps in the suite’s functionality, you can quickly collaborate, share, and obtain the knowledge information you require — mainly if you already use Google.
Google Workspace features:
- Flexible features and tools to optimize for your working style and needs
- Tools for comprehensive collaboration such as video, comment, chat, and email, to keep all communications in one location
4. Salesforce Knowledge
Salesforce knowledge sharing platform offers a comprehensive customer relationship management solution that connects with other products like Service Cloud and Sales Cloud. It has tools for creating content, writing knowledge articles, and conducting searches.
Salesforce Knowledge features:
- A simple interface for writing and revising knowledge base content like text and visual-rich articles
- Coherent knowledge organization on several parameters, including categories and keywords, and user feedback
- Robust search capabilities using machine learning and natural language processing (NLP) allow users to quickly and easily access the required information
A straightforward approach to gathering information, documents, and projects under one roof is by using Nuclino, an internal wiki creation platform. It is a great option for simple reading, and organizing information with text, pictures, and videos.
For an interactive experience, add code blocks, and embed tasks, tags, and links. Nuclino is lightweight and intuitive making it easy to use even for new users.
- A clean and visually appealing user interface (UI) for a clutter-free workspace
- Real-time collaboration to receive instant edits, comments, and document changes
- Integration library with over 40 of the most well-liked applications, including Slack, Typeform, Google Drive, and Loom
Notion knowledge sharing tool is a flexible workspace that allows teams to choose how their information is saved and communicated. Teams can construct connected pages, lists, databases, tables, calendars, etc., to keep their material current and up-to-date.
Notion can be used for project management, note-taking, content production, and collaboration since it is so adaptable, allowing you to combine your expertise with regular work.
- Displays database views and content mirroring from other documents (Any changes you make to one-page update all the pages to which it is linked)
- Supports multimedia files like widgets, videos, icons, photos, and graphics, including third-party applications like Figma and Airtable
- Presentation control for personalization, including checklists, toggle windows, tables, and dividers, without having to code-design pages
It is recommended to consider using a dependable and trustworthy hiring platform if you need to hire a professional Notion developer to oversee your projects. Toptal is an esteemed platform that links businesses with expert consultants, engineers, programmers, and developers who possess specialized expertise in Notion software.
It should be emphasized that Toptal is the preferred choice for many top firms and startups to recruit outstanding Notion developers.
Last but definitely not least on the list is Slab. It is a knowledge base software that allows you to create and distribute content easily across your organization. With its unified search function, it can deliver search results from your integrated in-house tools all in one place.
- Unified search across all your integrations
- Fast search capabilities for speedy knowledge retrieval
- Real-time collaboration to be up-to-speed with your teammates
Knowledge sharing is crucial for any organization’s long-term success. The first step towards effective knowledge sharing is promoting a culture of democratizing knowledge in your organization.
The right knowledge sharing platform is an integral part of this process which can boost knowledge exchange amongst team members in your workplace.
With effective knowledge management practices, your employees will be well-equipped to handle any support scenario and deliver seamless CX across all customer touchpoints.