Today, I will talk about knowledge management systems and its role in an organization.
First I will make you familiar with some basic concept of knowledge management and then I will jump right into how you can build an effective kms knowledge management system for your business or organization.
What is knowledge management and why it is important?
Knowledge management (KM) is a process of creating, using and sharing knowledge and information of an organization.
With a better Knowledge management you can provide a better customer support and answer customers’ questions in real time, as they’re struggling with their challenges, instead of constantly answering the same questions in your support ticketing system.
Why use a knowledge management system?
In an Organization, we often need to share knowledge and informations like documentation, frequently asked questions and other informations for both internal and external customers and to manage all that we need a better knowledge management system.
What are the two major types of knowledge management systems?
- Explicit Knowledge
- Tacit Knowledge
In a KM system, Explicit knowledge (also expressive knowledge) is knowledge that can be easily, codified, stored and accessed. It can be easily transmitted to others.
Tacit knowledge is the kind of knowledge that is difficult to transfer to another person by means of writing it down or verbalizing it.
Benefits of a KMS
Building a knowledge management system or kms system can help you
- Decrease support costs
- Increase customer happiness
- Improve the overall customer experience and customer success ROI
Building an Effective Knowledge Management System in Organization
When we work in an organization, we have to deal with lots of support tickets to manage and a role of knowledge management system tools can be a game changer to help your customer succeed.
Due.Work is one such example of a knowledge base software and is suitable for both internal and external teams and it has been designed to help you scale your customer support and collaborate better with your team.
Choosing a knowledge management software
There are many KMSs out there of which each should have these characteristics features.
- Knowledge base
- Forums/Customer Feedback/Community
- Case studies
- How-to articles and tutorials
- Live Chat
Let's find out some companies that use knowledge management systems.
Knowledge Management Systems Examples.
I will look for two main examples of knowledge management system to explain how you can organize your knowledge management system.
Due.work Knowledge Base
Here, is a centralised Search Engine connected with all the support tools like etc which will help user search specific solutions and jump right to it.
Knowledge Base in Due.work's Help Center is arranged together with several support tools like:
- User guides - Contains all the basic help like FAQs, How-to articles, Common Issues etc.
- Roadmap - It contains knowledge related to all the features, future planning of the product that is going to be implement in future versions and users can discuss over it.
- Customer feedback - Contains feature requests, Bug reports
- Community forums - Platform where users can share ideas together, discuss and find solutions
- Live chat
- Whats new/News/Announcements
FullStory Knowledge Base
Another knowledge management system example is from FullStory. It also includes articles that address common customer support issues, Training Webinars, Developer Guides and all with a common search.
Developing a Knowledge Management System
Before developing you should first look out for the best knowledge base tools to manage your information.
Modern knowledge management systems like Due.work are built for ease of use and is well suitable for global teams. They offer functionality to make it easy to customize the look and feel of your knowledge base, and to improve your content over time.
Choosing a knowledge management software
While choosing a perfect km system there are various things we should look our for like What type of support do you offer?
Let’s take a closer look at some of the must needed features of a knowledge management system:
- Ease of use with Rich text editing and multimedia
- Search Engine Optimization (SEO)
- Reporting and analytics
- Feedback collection
- Multi-language support
- In-build live chat solution
- Customer feedback and Community Support
A knowledge base should act as self-service support apart from having a great content. It should actively help users find answers.
Role of knowledge management in organization is very important with a better tool your team will be able to collaborate more effectively and customers will be more loyal.
A Knowledge Management System is an essential part of your strategy to drive business growth.