Companies today are inundated by a tidal wave of knowledge and information. If not managed correctly, this overload can cause frustration for customers and confusion for employees and lead to losses.
To avoid this, it is advisable to use a knowledge management system (KMS).
Table of Contents:
What is a KMS?
A KMS is any type of IT system that improves the knowledge management (KM) process. It stores information, locates and uses knowledge, enhances collaboration, and so on, and is used in all areas of a business. Using a knowledge management system for businesses can help customers find their own information, manage permissions, and keep documentation updated.
It boils down to storing information, both internal and external, where people can easily find it. This standardizes processes and improves communication.
You do not need to be a corporate behemoth to use a KMS. Indeed, small businesses can benefit greatly from it, as it saves time and costs and provides room to grow at a faster pace. Enterprises can also take advantage of a KMS for permissions and workflow management, among other things.
While the needs of small businesses and enterprises are not always the same (for example, analytics may be more important for an enterprise than for a small business), they can both reap the advantages that come with a KMS. Buoyed by organized information, they can increase their competitive edge and productivity.
Some Basic Features of Knowledge Management Systems:
- Analytics: A knowledge management system will offer you reports on search results, viewer feedback, number of views, and even integration with Google Analytics. This will help you determine the true quality of your business, where you can improve, and what you are doing right.
- Permissions: While every member of your team is valuable, too many people with access to things like publishing and updating information can lead to confusion. Make sure your process is smooth by using a content management system that offers you customizable options for permissions. A KMS can also restrict which pages are available to whom – for instance, subscribed users can have special access to certain articles.
- Multiple Languages: You want every customer to feel like he or she matters, and to have easy access to your services and products. If you are a global company, or operate in regions with varying languages, knowledge management software is indispensable. It will support pages in different languages and help you manage translations.
- Text Editing: It should be easy for you to resize images and import them, as well as manage your files effectively. Rich text editing will enable you to communicate clearly with your customers, using videos, pictures, and text. It's important that your pages are simple to navigate and that your users can find information within seconds.
Advantages of Using a KMS
- Standardize Processes
A chaotic workplace can cause even the best employees to make big mistakes. If you want your business to go smoothly, fixing certain processes for your employees is prudent. This reduces misunderstandings, miscommunications, redundancies, and inconsistencies.
- Update Information
Want to keep your information ordered and systematic? A KMS system will help identify articles as temporary or permanent, out of date, or no longer relevant or helpful. This way, you can update or remove pages that are "dead wood". This keeps your articles relevant and fresh, so you can attract more customers.
- Help Your Customers Help Themselves
Customers searching for their own answers online, or self-service, has overtaken emails and phone calls as a form of help. Waiting for someone to pick up the phone or not receiving a satisfactory answer can be frustrating and cause you to lose customers.
Knowledge management solutions provide round-the-clock support to viewers, quickly and efficiently, so you can reduce costs and increase customer loyalty.
- Shorten the Onboarding Process
New employees might frequently ask other employees questions due to gaps or lack of clarity in the onboarding process. This slows people down. For instance, someone may have to stop working to help your new employee for an hour. An internal knowledge management system can help you create a reliable onboarding system, so essential knowledge can be efficiently shared with new employees.
- Create an FAQ
If your viewers cannot easily find the answer to a question they have, they might not return to your site. You need to show that you are aware of the most pressing questions your viewers might have. If you provide simple, informative answers to these, your chances of viewers turning into happy customers increase. Knowledge management software will pinpoint your most viewed articles and searched words, so you know exactly what's on your viewers' minds.
Information and knowledge are vital assets in today's businesses.
BluEnt a software development company understands your need for a system that stores, collates, and shares knowledge. Some of the features of our KMS are: workflow-based library, user-friendly interface, event-based management, and dissemination of information based on roles.
Contact our friendly and talented team to get your knowledge management system today!
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