You relish challenges and thrive on success. Much of that success derives from the quality of a robust knowledge base management system that excels at connecting ideas and people.
You know your objectives: decrease support costs, improve customer happiness, and improve the overall CX. The flow of relevant data to your agents will help you meet and exceed those objectives.
As your organization grows, your employees will flourish in a space that facilitates their connection with colleagues and customers. Your knowledge base management system will improve performance when it facilitates access to company knowledge quickly. Information that is easily available grants your agents the capability to resolve problems much more efficiently with useful content. In addition, your system should allow sales professionals to close more deals much more quickly.
A superior knowledge base management system offers four primary advantages:
1. Increases Productivity
According to McKinsey, the typical employee spends 20 percent of their work time seeking information they need in unorganized repositories, cluttered inboxes, or in the brains of colleagues. A knowledge base management system centralizes the knowledge residing in those spaces and makes it searchable and accessible to everyone. You avoid endless scrolling months back through emails for one document, or trying to contact an expert prior to lunch. A knowledge base management system lets you reclaim a full workday from your agents.
2. Improves Employee Engagement and Encourages Collaboration
In a knowledge base management system with collaboration features, your agents can leave comments on posts or documents, tag others, ask questions, and more. This facilitates continuous collaboration and improvements between employees located across borders. They can collaborate on products and content, share ideas, and become a valued voice within your organization.
3. Mitigates Knowledge Loss
As your employees leave for a variety of reasons (job change, retirement, or even vacation), without an appropriate system that handles knowledge transfer, your company risks losing the valuable knowledge that staff member acquired during their stint with the company. This creates problems for the employees tasked with following up.
A knowledge base management system empowers employees to meticulously document each project completed, every article of content written, and every question answered. Their well developed protocols remain to make transferring information and tasks straightforward. The knowledge remains behind for others to build upon.
4. Connects Remote Employees
A knowledge management system also means that your remote employees have access to relevant data from anywhere at anytime. Employees traveling on sales trips, attending conferences, or other events, can make real-time updates. Remote employees no longer must wait for the weekly conference call with the touchy connection to bring their ideas to the rest of the team.
When you are swamped with support tickets, being proactive becomes much more important. Empowering users to answer questions correctly and quickly the first time will free up your time to focus on higher-leverage activities.
