Knowledge Management

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Turn Employee Training Effortless With Training Documentation

Spending exorbitantly on conducting offline employee training across various office locations, but is that investment driving satisfaction? Like it or not, but the learning scenario has transformed completely. The approach of offline training that worked some years back is losing relevance today. The reason behind this is the rise of digital learners who are empowered...
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IT Documentation Best Practices For Effective Troubleshooting

Why do you document a process? To ensure its smooth execution, Right?  That’s the core of any documentation. Take IT Documentation, for instance. It comprises step-by-step processes of how to troubleshoot basic as well as complex IT-related issues.  The document’s central objective is to arm your employees with self-help and enable them to  fix technical...
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How to Set Up Your Dream Customer Support Operations Team

One thing that can give you a definite edge over the competition is the quality of your customer service. Research by Microsoft testifies this pretty well: Image Source: ProProfs To meet these expectations, simply having a powerful customer support team doesn’t suffice, especially during times when your business is going through rapid development or a...
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10 Major Features Your Knowledge Management System Should Have

Knowledge management walked in the business ecosystem in the 1990s and since then, its importance has increased manifold.  The knowledge management discipline encompasses capturing or creating, storing, sharing, and managing business information on a cloud platform, and ensuring optimal use of business knowledge to achieve organizational goals.  There are multiple reasons why knowledge management has...
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Delight Your Customers & Agents With Knowledge-Centered Support

Take the example of any organization, and you will find that most of them are struggling with streamlining their customer support functions.  There are multiple reasons for this – miscommunication, frustration, a huge volume of support tickets, no clearly-defined processes, lack of collaboration, and many more.  The only way out  that can save your customer...
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Knowledge Sharing at the Workplace: Why It Is Important & How to Achieve It

“Power comes not from knowledge kept, but from the knowledge shared.” – Bill Gates Coming straight from the horse’s mouth, from someone who is looked up to, by business magnates, industrialists, entrepreneurs, and even the general public from across the globe, this quote ought to be true.  Knowledge is power, but we forget that there...
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Knowledge Base Content Strategy: Tips to Build It

Do you have a knowledge base in place?  If the answer is No, it’s time you create it.  If the answer is Yes, there are more questions waiting for you.  How is your knowledge base performing?  Is your knowledge base meeting the set objectives?  Is your knowledge base SEO done right?  What value is the...
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Delight Your Customers With Real-Time Support

Time isn’t the main thing. It’s the only thing. – Miles Davis Real-Time – A word so overpowering, that if you combine it with anything – customer support, communication, or collaboration, it completely changes the meaning of the entire concept.  Take, for instance, real-time customer support.   Customer support is something various businesses are good at,...
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Technical Documentation: A Powerful Marketing Tool for Businesses

Technical documentation is often thought of as a problem-solving tool equipped with all answers to customers’ questions.  Little do we know that such a document can also help companies market their products and services. Its potential as a marketing weapon is undeniable, but companies are yet to leverage it to the maximum. One reason can...
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Help Authoring Tool: What Is It, and What Are Its Benefits?

Help authoring tool – the name itself says it all. It’s a tool that is used to create, maintain, manage, and publish help sites, manuals, documentation, and more.  With the rising inclination of customers for self-help, more and more companies are adopting help authoring tools to build online help platforms, that can be accessed conveniently...
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