Knowledge Management Blogs

With the number of customers preferring self-service on a steady rise, businesses have no choice but to meet this expectation to stay afloat and not lose the edge they have in the market.  Creating searchable and structured help manuals and documentation is the only way forward.  However, it’s not as simple as it sounds.  The...

Do you remember the last time you checked in on the HR executives only to find that they are almost always away from their work stations?   That’s the order of the day for HR professionals. Since their work revolves around employees, they are left with no choice but to hustle across the length and breadth...

Video has become one of the most cost-effective ways to promote, train, and support customers. If used the right way, it can both save you money and make you money. – Shep Hyken Video is the new BIG THING. If you aren’t using videos to improve customer experience, you’re probably missing out on a lot...

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...

IT team members running from pillar to post, resolving support tickets, answering repetitive questions – this is a common scene in most companies.  In fact, every company has that one IT guy who employees seek help from whenever they are bothered by a technical issue.  With IT documentation software, you can make every employee familiar...

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...

Nothing is more frustrating and futile than spending hours searching for information you know exists within your organization.  Thanks to knowledge management features and capabilities, you can conveniently, safely, and authentically store, retrieve, and share information across your organization.  According to a McKinsey Global Institute Report, implementing a knowledge management system can minimize the time...

Whether you already have a knowledge base for customer support or you are thinking of creating one, the big question that you are likely to face is:  How should we create content that clicks with customers? What kind of content would actually help customers solve problems?  That’s where a knowledge base content strategy comes to...

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,...

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...