Posted On: April 3, 2020

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

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The biggest mistake we make in customer support is being on the reactive end of things. And when you’re swamped in support tickets, it’s hard to be proactive and work on strategic measures to help your customers be successful in the big picture. Plus, you will mostly notice the repeat questions and issues come up over and over again.

If you truly want to help your customer service agents, implementation of a robust knowledge management system can be a wise step.

What to look for while selecting a knowledge management partner. Download checklist

Just a glimpse, building a knowledge management system can help you …

1. Decrease support costs

2. Increase customer happiness

3. Improve the overall customer experience and customer success ROI


By answering customer queries in real-time and giving customers the option of DIY(Do It Yourself) step by step guided workflows for customer service.

What is Knowledge management system?

A knowledge management system is a tool to help organize all the organizational information in the form of guided workflows, frequently asked questions, articles, device guides and more into easily accessible formats for both internal and external customers.

Features of a robust knowledge management system


Types of Knowledge management

There are many types of knowledge management systems, but they all have some common characteristics. These include:
1. Step by step workflows
2. FAQ content
3. Collaboration features
4. Knowledge base articles
5. How-to articles and tutorials
6. Training modules & assessment plan

Let’s look at some well-executed knowledge management system examples. Click here

Knowledge management for Small Medium Business

1. Having an easy-to-use tool that encourages team members to document their work is important.
2. Finding relevant information is critical for agents in order to help customers in a timely manner.
3. Most SMBs provide customer support in just one language, so multilingual support can be a key differentiator and driver for global growth.
4. As information & processes change regularly, keeping internal documentation up to date will help businesses order in the chaos of growth.
5. Contactless customer support in the time of pandemic is a need which will cut cost in the long run & helps in growth.

Knowledge management for enterprise

1. As the amount of knowledge continuously grows, keeping it organized becomes a challenge. Knowledge management unifies all the information onto a single integrated platform.
2. Workflow management and permissions are more important as more people become involved in updating existing articles
3. Global businesses require robust multilingual capabilities to support customers in the native language.
4. Internal documentation tools are essential to mitigate after call work of the internal team.
5. Customers want to look for resolution by themselves. So, enabling self-service capabilities is the need of the hour
6. Ongoing agent training & learning capabilities will increase the confidence of service agents & improve CX. Thus, businesses need to implement eLearning tools.
7. Analytics and reporting will be extremely crucial for CX leaders for growth & success.

Regardless of whether you’re a one-person support team or a team of 10 knowledge specialists or operating multiple contact centers with 1000s of agents, a knowledge management system can help you put your best foot forward when it comes to delivering customer satisfaction.

What to look for in a knowledge management system. Click here

Top 10 benefits of the knowledge management system

1. Helps organizations scale customer service operations
2. Allows organizations to extend content from one “single source of truth” to a variety of channels.
3. Enables more personalized content and contact center experiences.
4. Makes it easier for organizations to capture knowledge during customer interactions.
5. Improves the speed and efficiency with which organizations can deliver support and service.
6. Assist your customer contact team with a crisp, compact, and updated knowledge base for ease of answering.
7. Get your NPS boosted with an improved agent quality.
8. Deploy self-service to reduce a load of tickets per agent thereby making your customers, solution hub for themselves.
9. Equips with multilingual customer support capabilities
10. Provides accurate reports, statistics, and analytics.

Knowledge management is a customer engagement practice which delivers a better customer experience (CX) across all touchpoints.

Irrelevant, siloed, or inadequate content can create high-effort, high- friction experiences that drive customers to quickly move on to another channel or, worse, a competitor.

As ever, content is still very much King!


A knowledge management system, when deployed well, can help you increase customer satisfaction, decrease customer support costs, and increase overall customer success ROI for your businesses.

The system uses various modules like decision trees, device guides, AI chatbots, ML programming, and augmented reality backed support.

Get 14 days trial. Click here


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