Knowledge management software: A system making customer service easier

Knowledge management software simply stated is a unified platform for creation, collection, curation, and distribution of knowledge. The creators are content authors and product experts while end users are customer support executives and ultimate customers over self service platforms. Knowledge management system is thus a one stop single platform for organizational truth. Pervasive integration and knowledge consistency helps in better analysis of exorbitant data and reports alongside documentation, training, and digitization functions.

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Knowledge management software: A system making customer service easier

Challenges solved with knowledge management software

Inaccurate records

Inaccurate records

Knowledge management system helps in collecting facts and drawing reports from them in a timely and accurate manner. This makes team’s work simpler as they do not have to cross-check data before further working with it. A quick, timely, and correct knowledge is created.

Difficulty in findability of knowledge

Difficulty in findability of knowledge

Absence of proper knowledge categorization makes it difficult for any user of knowledge base to be capable of finding useful knowledge exactly when its requirement arrives. Knowledge management software is required to categorize information so that it’s visible.

Repeated content creation

Repeated content creation

Content once created can be used over multiple platforms as solution to an issue or to help users navigate way out. It saves duplication of work on part of authors as otherwise, they would have to create separate content over and over again for each touch point even if problems are similar in nature.

Tedious knowledge

Tedious knowledge

Knowledge base usually consists of long form, full pager articles, and FAQs. It takes a lot of time to manually scan through these especially while a caller is on hold waiting for solution. Tedious knowledge is confusing and can lead to agent errors in a rush diminishing service levels.

Features of knowledge management software

A good knowledge management software must always be capable of recording organization’s knowledge in proper categories. It helps with sharing and circulation of knowledge within departments and amid third parties associated as well who use this knowledge.

Recording knowledge

Every organization has its own set of codes of conduct and policies that are essential to be adhered to. They lay down basics of brand image that a firm has in the market. Knowledge management system helps choose templates and media attachments to use brand’s own tone.

Organization compliance

Operations related to knowledge management software involve content experts, product experts, agents, sales, digital teams, data analyzers, etc. Information generated is used at multiple touch points by various employees which is why a single platform for all operations is a must.

Unified operations

Benefits of knowledge management software

With help of knowledge management software, it becomes easy to take a look at analytics, data, report, and feedback. All of it taken together creates a complete image of current operations state. This facilitates team heads in taking concrete steps and quicker decisions.

Improved decisions

With knowledge management tools by Knowmax, AI identification, and in-depth elastic search helps to identify keywords and automatically filter through knowledge base narrowing relevant documents. Elastic search further reads between lines to show exact needed knowledge.

Quicker findability

Knowmax provides knowledge on-cloud and on-premise as well. This ensures accessibility to knowledge base round the clock. Security of information is established by restricting access of knowledge to authorized designations only for creating, editing, deleting, or publishing knowledge.

24×7 access

Self service platforms easily disseminate knowledge through pervasive integration. This ensures end users with correct and consistent knowledge. Agents are relieved of petty query relayed tickets from piling focusing their attention to P1 issues improving agent productivity and service levels.

Better productivity

Content creation and migration for third parties is done under supervision of content and product experts. Knowledge once created is integrated automatically over all touch points reducing manual work. This ensures zero documentation error to host organizations.

Zero documentation error

Knowledge created with Knowmax knowledge management tool has media, images, hyperlinks, video URLs attached to content. It makes reception and dissemination of content easy. Both agents and self service users can understand and execute solutions more efficiently thus improving CX and FCR.

Interactive knowledge

Types of industries impacted by knowledge base system

Enterprises

Enterprises

Ranging from telecoms to health, every sector needs knowledge management system for enterprises to help them collect and manage data. It is meant to secure a firm’s assets with information formation.

Customer service

Customer service

Customers require solution to their problem as soon as an issue arises. Knowledge management software for customer service can do it quickly. The tools used to create knowledge make it both engaging and intuitive.

Call center

Call center

Customer service requires agents and specialists’ attention to help consumers come out of trouble while keeping them patient. A good knowledge management system for call center helps tailor knowledge in order to support them.

Self service

Self service

Knowledge management system for self service by Knowmax allows pervasive integration of organization’s knowledge base over all touchpoints. It deflects ticket and helps customers resolve issues independently.

Retail business

Retail business

Retail business outlets are geographically spread and need knowledge base system to bring all teams in sync regarding policies, circulars, schemes, data, and information.

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