Knowledge management software monitors various enterprise assets, including text documents, video files, audio, images, and other data forms. A product qualifies as a knowledge management system when it includes social features such as rating, tagging, commenting, and liking. It should also integrate with external and internal information repositories and support viewing content and information of multiple file types.
For that matter, managing knowledge appropriately means answering common questions available to both customers and customer support agents. Below is a breakdown of the salient features of the software:
Why Use Knowledge Management Software?
Typically, knowledge management software helps enterprises stay organized and updated. There are many reasons to implement this software in your organization, including;
Keep Information Up-To-Date and Easily Accessible
Knowledgeable management software allows you to identify outdated content and replace it with new articles, making it a perfect option over file folders. With proper documentation, everyone can easily access whatever information they may need. Customers can also use rating systems to alert them to outdated content so that your team can make improvements.
Provides Accurate Answers to Frequently Asked Questions
Providing accurate answers to common questions from customers can help turn people visiting your website into buying customers. Knowledge management software detects the most searched keywords and most checked articles to give you an idea of your customers’ wants. Similarly, the FAQs section helps provide answers to vital questions that customers couldn’t otherwise know how to ask.
Additionally, knowledge management software allows you to convert support emails to knowledge base content and help customers find answers without necessarily talking to a human.
Besides being excellent to your business, knowledge management software can also help improve customer experience in many ways. It can help reduce wait time as it allows customers to search for their answers instead of relying on customer support. It also provides more detailed help and enables customers to help themselves by finding solutions on the web.