Posted On: April 3, 2020

What is a Knowledge Management System? | Types | Benefits | Features

28 mins read

Knowledge management system making omnichannel customer experience interactive for enterprises & small businesses

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The art of running an organization is no less than possession of a superpower in these times. The data to be stored, controlled, channelized, filtered, assembled, and disseminated is a task complicated enough in itself. With more and more at disposal of data analysts to be studied and filtered, chances of achieving high frequency could be comparatively reduced. Thanks to knowledge management system that helps enterprises achieve the same with easy to createcurate, and distribute knowledge features.

The importance of data today is pricier than that of gold. Correct data can make a base repository of any organization sound enough to stand abreast against competition even from unpredictable market sources to a huge extent.

What is a knowledge management system?

One-stop solution for all chaos in your head right now is the adaption and use of a robust Knowledge management System (KMS). All knowledge required in terms of leads, information, data, and information is stored centrally. The roles for each designation are defined and can be edited (edited and/or deleted) by admin at any point in time.
The content of this knowledge can be created by anyone authorized to do so. This content is then published to be viewed by the admin. Once admin views it, it then goes to super admin and gets final edits. Once done, the content can thus be approved and be published or scheduled as per needs.

Types of knowledge management system

Enterprise knowledge management systems: create, curate, organize, and disseminate all data and digital content.
Knowledge work systems (KWS): discover new features and update your knowledge base accordingly and timely.
Intelligent techniques: data mining techniques to extract the best possible solution for each problem in a progressive order.

6 features of a knowledge management system

1. Font editing
Add font style of your own choice and make your content not only relevant but crisp and engaging to read as well. Break monotony of eyes by highlighting or changing the font style and size of texts to emphasize the more important snippets. Let thy creativity linger!
2. Images and videos
Add images to put forward your point of view louder and better. Do not let users lose out interest and keep them rowed-in to very end. Add links to relevant videos that can add glitters to your content and also make it self-explanatory. Let image streaks be worth 1000s of words.
3. Hyperlinks and links titles
Convert your text to hyperlink of landing pages you want to direct your reading gentry to. You can now also give titles to linked text thus making its visibility and clickability furthermore assured and obvious.
4. Assign roles and designations
With admins and super admins to hierarch content, they can also assign designations to various users. All users with similar designations can be uploaded to software providing a knowledge management system. Also, admins and super admins can decide upon roles for each designation and assign them with same.
5. Analysis and feedback
Make all your content open to feedback and receive insights regarding engagement generated by each content. Get fair and transparent results at your own disposal and work them out with feedback handling mechanism.
6. Self-service enablement
Enable your end-users to get solutions directly from direct channels of your organization. Entrust them with smooth and superior service qualities while eliminating the role of a call support agent. Deliver quicker solutions through minimized cost and effort process inputs.

3 characteristics of a knowledge management system

1. Multi-lingual
Create a knowledge base in any language you want. Cater to an audience against a global parameter. Leave no stone unturned in serving them with best, and best shall obviously arrive when you partner with best.
2. Conversions and conversations
It might not seem logical to read but reality is that a master-stroke conversation leads to multiple conversions. All your competitors present are same yet different every time. Break the ice by presenting different, personalized, and updated content each time. Keep your own presentation consistent and crisp. Let your product speak.
3. Suitability
Now alter functions and appearance of your knowledge management system in accordance with tonality of your business. Be it a multi-faced organizational unit or a simple stretch of business, knowledge management system is a single stop for all your business management needs.
It did read to be complicated right? But that’s exactly what it isn’t. A knowledge management system has a primary goal to simplify each of the complicated data so that you can easily talk it out to your lead and convert them with minimum effort.

Top 9 benefits of knowledge management system

1. A knowledge management system is an all support system in true sense for organizations. From data collection to dissemination, the entire cycle is easily carried out with help of knowledge management tools and modules.
2. Search all relevant information in a few clicks surfaced to your disposal.
3. Assist your customer contact team with a crisp, compact, and updated knowledge base for ease of answering.
4. Get your NPS boosted with an improved agent quality.
5. Deploy self service to reduce load of tickets per agent thereby making your customers, solution hub for themselves.
6. Reduced burden equals a smaller salesforce thus benefitting company a fortune on finances.
7. Multi-lingual customer support and robust documentation provide a positive headstart.
8. Accuracy of reports, statistics, and analytics helps a business grow by taking feedbacks and working on them quickly keeping a close watch.
9. Manage workflows, permissions, access, and designations over a single platform facilitated with smooth and bulk uploads of customer call agents.


We can thus see evidently large scales of operations that are organized and controlled by a knowledge management system. A knowledge management system can use various modules like decision treespicture guidesAI chatbots, ML programming, and augmented reality backed support. A knowledge management system is responsible and capable of collecting and filtering the data in traditional and conventional modes. The data collected is then analyzed and acted upon.
The call center executives can thus take a sigh of deep relief with reduced AHT and number of tickets per agent; and increased NPSC-SAT, and CX scores. A properly managed, hosted and applied knowledge management system allows users to enjoy the perks of a digital transformational journey and better strategy both for planning as well as execution purposes.


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