KM tools- the hub of complete knowledge

Knowledge management is prime focus and base of activities in all industries. Knowledge management can be broadly classified into creating, editing, curating, and distributing knowledge. Support used at each step is thus called KM tools.

  • Single source of truth
  • Interactive knowledge
  • Omnichannel distribution
  • Actionable analytics

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KM tools- the hub of complete knowledge

Content management system

Use a single platform for collecting data, analyzing them, and streamlining them into content that can be directed for use. It is used both internally and externally as well by agents, customers, team members, and experts.  Content is accessible online and offline as well.

Content management system

Decision trees

Knowledge base in form of long articles is difficult to use by agents and over self service platforms. Decision trees are step by step guided workflows that solve this problem by simplifying knowledge dissemination through flowcharts through problem statements and possible answers to follow.

Decision trees

Visual how-to guides

Retention capacity increases with use of images in place of texts. Using visual how-to guides helps agents and self service users guiding them through pictures. Images of ‘what to do next’ are put up with description step wise making it easy to navigate through solution given and follow it.

Visual how-to guides

Bot knowledge

Chatbots when enabled with an AI based knowledge management platform with natural language processes help in deflecting more tickets at contact center. This increases customer stickiness and reduces costs in long run. Integrating chatbots with knowledge & backend systems helps in faster resolution.

Bot knowledge

Agent training with KM tools

Using tools like decision trees and visual how to guides, agents are trained in accordance with operations to be performed. They are made aware of format of knowledge base, attachments, platforms, and touch-points to be used at operation floor. LMS and QMS ease training and on-boarding procedure.

Agent training with KM tools

Improve your contact center KPIs

Contact center runs on metrics like CX, CSAT, agent error, SL, service management, FCR, AHT, CPC, etc. Using Knowmax’s knowledge management tools, all activities from creation to distribution can be done at one place thus improving contact center metrics.

Improve your contact center KPIs

Analytical insights

Any information, lead, or data, once converted to proper knowledge becomes a part of organization’s knowledge base. This knowledge must be circulated to right audience at right point of time. The creators of knowledge are usually users and product & content experts.

Analytical insights

Platforms of knowledge circulation

Knowmax allows any authorized person to create, edit, and publish content. It can be done over contact center, self service, website, app, etc. All touch points are covered with complete, correct, and consistent information. Cloud repository allows online and offline access.

Platforms of knowledge circulation

Inter-departmental collaboration with KM tools

Knowledge management tools help all departments and teams to be aware of any policy changes that could affect their strategies and steps. Correct and updated information plays a vital role as improved collaboration increases efficiency and productivity of all employees simultaneously.

Inter-departmental collaboration with KM tools

Omni channel self service approach

Self service portals must always be user friendly. Omni channel approach provides 360° coverage to its users. Self service portals are integrated with complete knowledge base as per customers’ needs predetermined. This portal can be accessed from any platform using omni channel approach.

Omni channel self service approach

Benefits of KM tools to organizations

Use of KM tools for organization’s knowledge benefits the firm by making decisions quick and accurate. With improved innovation, employee satisfaction grows thus making them more skillful. They can wrap tickets quickly working collaboratively with AI technology to deflect tickets.

Benefits of KM tools to organizations

47% of companies that use KM tools have reportedly observed increase in their outputs.

What Our Customers Say

How are KM tools inevitable for any business?

How are KM tools inevitable for any business?

KM tools are used in sorting knowledge that an organization has. Data is generated each minute thus regularly expanding in quantity. With internet, once a thing is created it becomes immortal at someplace but for a user or an agent to start digging each tiny detail in times of need is hazardous. KM tools thus create new content while organizing and safeguarding the existing lot. All industries need information whether primarily carved or tertiary acquirement. Knowmax thus helps you to know what to show, whom to reach out, when to connect, and through what channels. It all cumulatively assures that you have no opportunity missed.

Numbers that make us proud & our clients profitable

90%

Call quality at
contact center

73%

Successful chatbot
interactions

21%

Improvement
in FCR

12%

Improvement in call
documentation

$500K

Annual cost
savings

6 Months

ROI achieved &
savings post that

Our expertise in industry driven framework

Case Studies

Case studies

Knowledge Hub

Knowledge hub

Blog

Blog

On-Demand Webinar

On-demand webinar

FAQs

Knowledge management is prime focus and base of activities in all industries. Knowledge management can be broadly classified into creating, editing, curating, and distributing knowledge. Support used at each step is thus called KM tools.

Try our KM tools suite today to run on healthy returns tomorrow

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