Knowledge Management

Recent Articles

How a Knowledge Base Helps Call Center Agents in Problem Solving

The work of call center agents is quite challenging. They not only have to constantly deal with customer complaints, but also maintain equanimity in every situation. Stress can build-up to dangerous levels due to a constant influx of calls and emails, which takes a toll on the productivity of operators, adversely impacting their customer interaction. ...
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The Non-Technical Person’s Guide to Online Documentation

An average consumer is looking for one thing in the products they purchase – efficiency. The ease of navigation in a piece of software and user-friendly gadgets are two highly desirable things on the market and, considering the fact that it’s saturated – they are not at all difficult to find. Therefore, creating documentation that...
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Why Your Business Needs an Enterprise Wiki?

Open-source libraries were a huge discovery when they first appeared – an amazing way for each and every internet user to gather knowledge and share their own using a simple, user-friendly medium. However, a lot of annoying problems started to appear as people kept putting in inaccurate information, and these problems were not so easy...
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5 Reasons Why Using Open Source Documentation Tools is a Terrible Idea

The concept of open source documentation tools is a commendable one. The fact that the source code is free and anyone can use it to build their own knowledge base is truly empowering. That being said, opensource is not for everyone. A common mistake is to think of it as free software! In fact, open...
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The Secret Formula to Writing Killer How-To Manuals Faster

User manuals are created with the purpose of delivering valuable information that helps users use a certain product. In most cases, they revolve around products, but there are also how-to manuals that can instruct people to use something. There is a fine line between these two and the differences usually based on the subject they...
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The Beginners’ Guide to Knowledge Management System

The concept of knowledge management system took birth in the management consulting fraternity. With the advent of the internet, these organizations started embracing technology. In no time, they realized that an in-house network could help their widely-dispersed employees share knowledge and work more efficiently. This gave them the motivation to develop tools that could turn...
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Key things to know before selecting a Help Authoring Tool

Help Authoring is the process of creating, designing, publishing, and managing help content for your business. Using help authoring tools, you can create help manuals, documentation, and more. These tools can be used by an individual author or a team of writers and editors, to create content on a large scale collaboratively.  Before we get...
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Employee Onboarding: Your Company’s First Impression

Finding the right person for your organization is beyond rewarding. It’s a satisfying feeling when you can tick off all the checkboxes during the hiring process, but you are not done yet! The next step – the onboarding process, will be equally important in welcoming the new hire and  ensuring the employee is smoothly integrated...
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7 Astonishing Ways to Apply Knowledge Base to Your Business

To create the perfect FAQ, online manual, user guide or wiki you need a tool that combines help authoring and knowledge management features such as ProProfs Knowledgebase. Let’s look at the different ways in which you can use knowledge base software. #1 Self-Service Cloud Knowledge Base The self-service knowledge base, also known as the online...
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The Secret to Improve Customer Experience Without Running a Call Centre

Most customers will have questions when they learn how to use your product or service. If they have to call support, every time they don’t understand something, then their frustration level goes up. By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Gartner) Your customers don’t...
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