Making knowledge management software work for you
What is knowledge management software?
Knowledge management software (KM software) is a system that captures, aggregates, and classifies an organization's internal information to build an information database. A knowledge management system makes all of that information available internally to agents and externally to customers for solving problems and troubleshooting.
Zendesk Guide integrates easily with Zendesk Support for improved efficiency and faster resolution of customer issues.
Knowledge into content
The main goal of knowledge management is a solution that users can access, search through, learn from and apply to solve their own problems. Knowledge management software enables employees all across the company to contribute and improve the quality of content in the knowledge base.
A solution for information
The process of setting up knowledge management involves creating a knowledge base out of files, articles, documents and other kinds of information about the company's technology and products. Many of those resources live in the Customer Service group, even if they have not yet been written up. For that reason, most companies begin their knowledge management process in the customer support organization.
Once the knowledge is out of employees' heads and into print, the company begins to enjoy the benefits of better information management and sharing. Customers and users reap the benefits of shorter solution times and easier access to the knowledge base.
Starting knowledge management
Many organizations give new employees access to knowledge management software to learn about products and technology. The sharing of knowledge through training is as important as the management of knowledge.
Employees and users provide all the information, entering it as individual articles and documents to the software. In enterprises, IT usually handles the implementation, integration and ongoing management of the software, and in small companies Customer Support owns those functions.
Guide for knowledge management software
With Guide, you'll find that setup and management of your well-rounded knowledge base is easy. Agents can use the Knowledge Capture app and generate new content from every interaction. They can designate any content in need of improvement in a loop that refines your company's knowledge for all of your users all the time. Guide helps you get more value from your self-service resources sooner.
Synergies between Zendesk Support and Guide help improve the content in your knowledge base continuously. Guide monitors the use of self-service by your customers and sends insights in Pathfinder so your agents can view how customers behave and come up with more-efficient solutions to close tickets faster.
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Creating a knowledge management is just like building a help center for your customers. Kill two birds with one stone and learn how to do both.