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KNOWLEDGE MANAGEMENT SYSTEM

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INTRODUCTION
A knowledge management system (KMS) is a tool used by companies to help organize documentation. It is
the process of identifying, gathering, storing, evaluating, and sharing all of the valuable information
organizations create in their day-to-day operations. It involves capturing answers to frequently (and not so
frequently) asked questions and documenting them in an easy-to-understand format across multiple file
types, like step-by-step written articles, videos, or images. A KMS makes knowledge sharing a whole lot
easier by having an answer ready and easily accessible to share.

But if you just store all of that knowledge in a chaotic word document, no one will be able to find it or
update it. Knowledge management acts like the catalog system at the library, which helps you find exactly
the right shelf and the right book to answer your question (and even keeps a record of when it was last
checked out!).

In customer service, managing knowledge effectively means that accurate answers to common questions
are easily accessible to both customer support agents and customers.

Types of the knowledge management system

1. Enterprise-wide Knowledge Management System

2. Knowledge Work System
3. Intelligent Techniques

1. Enterprise-wide Knowledge Management System

An enterprise wide knowledge management system delivers the crucial benefit of maintaining
organizational productivity and streamlining work.  A significant advantage of such a system
is that it permits the organization to aim at the business processes rather than on data.  In
turn, this helps upsurge efficiency at the administrative level.

Moreover, it aids businesses in decreasing production costs.  The enterprise knowledge

management system is an application that helps in simplifying access points from various
sources and databanks too. If used properly, an enterprise-wide knowledge management
system helps companies develop better collaborations amongst various subdivisions to expand
organizational productivity and efficiency.

2. Knowledge Work System

The knowledge work system is the system that offers enterprise-wide KM. It focuses on
dissimilar systems. This subsection of the systems may comprise a knowledge database,
knowledge repository, and knowledge graph.

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These three kinds of information systems will deliver the best outcomes for assembling work-
related data. Each knowledge management system tends to be suitable in different industries.
Hence, it is best to select an ideal system that fits the current model of the organization. It also
has diverse techniques that apply to definite business needs.

3. Intelligent Techniques

Companies can utilize artificial intelligence to capture and preserve tacit knowledge. It
can also be helpful for knowledge discovery, generating solutions to precise issues that
are too complex and massive to be analyzed by humans on their own, and helping firms
search and filter data.

Artificial intelligence lacks the breadth, generality of human intelligence, and flexibility,
but it can be used to codify, extend, and capture organizational knowledge.

Expert systems capture tacit knowledge from a restricted domain of human proficiency
and state that knowledge in the form of instructions. The approach to find through the
knowledge base, called ‘inference engine’, can employ either backward or forward
chaining. Expert systems are most advantageous for issues of diagnosis or classification.

Benefits of a knowledge management system

Whether you’re a SAAS company supporting business customers, a consumer product shipping out retail
items, or a helpdesk manager dealing with internal customers, a knowledge management portal will help
you effectively deliver information to the people who need it. Not only is a knowledge management system
great for business, but it’s also great for your customers.

1. Organizes and makes information accessible from a single source of truth

A Gartner study on the top priorities for customer service leaders in 2022 revealed that 74% of the leaders
pointed to improving content and knowledge delivery to customers and employees as important in their
support strategy. Organizing and presenting knowledge in easily-accessible formats from a centralized
content repository breaks down information silos within organizations. With clear organization and
effective search capabilities, visitors can locate exactly what they need and when they need it.

2. Keeps information up to date

A knowledge management system helps you identify out-of-date articles and update them with new
information. This provides a big advantage over a file folder of documents. Where folders can become
unwieldy and messy, a KMS will keep your valuable information organized. Out-of-date information can
mislead customers and lose your company business, so it’s important to get that taken care of quickly.

3. Makes self-service functionalities more effective and deflects support tickets

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78% of US leaders are investing more in self-service, offering customers self-help portals and AI-powered
Chabot’s to help themselves. Self-service, or customers helping themselves through documentation, is the
most cost-effective way of supporting your customers. You may be extending self-service through an
exhaustive knowledge base, Chabot’s, or community forums. Each of these self-help options works by
retrieving relevant solution articles and FAQs from a centralized, updated knowledge management system,
deflecting tickets away from our customer support team.

4. Allows agents to share and reuse knowledge and learnings

Do your customer support agents spend a lot of time writing out thorough and detailed support emails to
customers? If you’re using a modern KMS, you can capture that knowledge by converting the support
email into a knowledge base article. A knowledge management system democratizes valuable information
and promotes knowledge sharing so that everyone in the company can access it.

5. Empowers customers to help themselves and improves customer satisfaction

About 39% of customers prefer self-service options rather than speaking to agents. A knowledge
management software provides 24/7 support to customers, so they can find what they need quickly and
don’t have to wait in a phone queue. With many of your customers being able to find their own answers
effortlessly, you’ll see your customer satisfaction (CSAT) scores rise. Continually improving the way you
deliver information to your customers via an online help center will reduce churn and improve customer
loyalty. Grouping your FAQs on a branded, easy-to-read page can also help win business and prevent
support issues from cropping up later.

There’s only so much you can communicate over email or the phone. Knowledge management systems
allow you to pull together multiple types of media together to provide extremely thorough help. All
customers have their own preferred way of learning, whether it’s through text, videos, or images. Providing
all of these options in your help center will make sure none of your customers are left without help, no
matter how they prefer to consume online material.

How to implement a knowledge management system

Now that you know all about KMS, you can work on your knowledge management strategy to decide the
right knowledge to share, whom the information is for, the best format to convey it, and the optimal way to
organize the information.

Start capturing the information you want to document

Decide what information you want to record in your knowledge management system. It could be product
information, onboarding guides, how-to tutorials, FAQs, or troubleshooting instructions for common
issues. Find out common customer inquiries that are submitted at your support helpdesk and build your
knowledge repository based on customer needs.

Arrange the information with your audience in mind

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You need to start by thinking about who will be searching for the information and when. You can do this
by analyzing your customer journey and figuring out the information that’s required at each state, and
identifying the best way to efficiently convey that. For example, as you move down the customer journey,
you’ll want to restrict some content like information on referral or loyalty programs to logged-in customers.
Or, for an internal KMS, you can set your support agents up for success with deeper product details and
pricing specifics.

Track and analyze feedback

In order to measure the success of your KMS, you need to tap into user feedback. Add feedback surveys at
the end of each article and guide to understand if the information was useful or not. For example, Freshdesk
articles offer an option for readers to vote Yes or No to “Did you find it helpful?” at the bottom of each
article. If many customers report that an article is not helpful, it’s almost certainly time for an update.

Modern knowledge management software have built-in analytics in them that tracks and projects the article
feedback and article view count on intuitive dashboards. Integrating your online knowledge management
system with Google Analytics gives deeper insights into how users navigate within your KMS and how
relevant your content is.

Update your KMS regularly

Rarely is any knowledge static. You need to include a process that constantly revises your knowledge base
as the product expands, as customers express confusion or dissatisfaction, or as your offerings change.
Invite multiple stakeholders within your organization like the customer support team or the sales
department to collaborate, contribute, and update the knowledge shared periodically.

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Top knowledge management software

1. Fresh desk
Fresh desk is a feature-rich, powerful knowledge management software that can be used to
manage, curate, and share company knowledge for both employees and customers. You can host
a vast content repository organized in categories, folders, and articles that your customers can use
to find answers to their knowledge-related queries easily.

Key features of the Fresh desk knowledge management system include:

- Flexible hierarchy - Article list view and quick view

- Multi-product Kbase - Bulk actions on articles

- Access controls - Article templates

- Powerful document editor - Team collaboration

- Built-in SEO options - Document versioning

- Multilingual support - Analytics and reporting

2. Document360

Document360 is a popular document management system that helps build online public and private
knowledge bases to manage and share company knowledge.

Key features include,

- Article version history

- Document tagging

- Content migration

Document360 has a 14-day free

trial period, and the lowest paid
plan is priced at $99 per
project/month.

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3. Click Up

Click Up is primarily a project management tool that helps teams be more productive by
streamlining their tasks and projects. Their Docs feature serves as an effective knowledge
management platform with multiple teams collaborating to create comprehensive company wikis.

Key features include:

- Multiple text formatting options

- Real-time team collaboration

- Integration among docs, workflows, and tasks

Click Up has a forever-free plan for an unlimited number of users but limited storage. The paid
plans begin at $5 USD per user/month.

4. Guru

Guru is a content management system that organizations can use to streamline internal
communication and make product information accessible to employees.

Key features include:

- Simple editor

- Powerful integrations, including a deep Slack integration

- Browser extension

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Guru has a free plan for up to 3 users, and the paid plan comes at $5 USD per user/month if you
want to add more users.

5. Help juice

The Help juice knowledge management tool has a range of features to host a customized
knowledge base to create and share content with customers and employees.

Key features include:

- Customization

- Team collaboration

- Advanced KM analytics

There’s a 14-day free trial offered by Help juice, and their starter pack begins at $120 USD for
up to 4 users a month.

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