All you Need to know about the KM System
The term Knowledge Management System refers to any type of software that stores and retrieves knowledge,
locates sources of knowledge, improves collaboration, mines hidden knowledge bases, captures and uses
knowledge or otherwise enhances the overall knowledge management process.
Such digital program consists of different software modules of the central user interface service. Some
of these features allow you to extract data from the customer's entry and history, as well as provide or
share electronic documents. KMS can help employees train, support better sales, or help business leaders
make critical decisions.
The following categories will cover the vast majority of programs that people normally associate with KM
systems:
- Groupware and KM 2.0 System
- Artificial intelligence tools
- Intranet and extranet
- Decision support system
- Data warehousing, data-mining and OLAP
- Content management system
- Document management software
- Semantic network
How Can a Knowledge IT Program Improve Customer Loyalty?
When you want to get more loyal clients, building a powerful knowledge management system can change the
rules of the game.
In terms of customer support, we often play a role in the responsiveness of things. When you’re drowning
in support tickets, it can be difficult to take the initiative and take strategic steps to help your
clients succeed globally. In addition, you'll almost always find the same problems popping up again and
again.
Building a knowledge management software solution can help you to increase customer happiness, reduce
support costs, improve overall experience and ROI.
By answering real-time questions and providing self-service options, you can allow users to answer their
own questions. By providing these features, customers can help themselves with these repetitive and
tactical tasks while you spend more time on more pressing matters.
Benefits of a Knowledge Management System
Organisations that prioritise customer success are more likely to see increasing revenue. When you can
provide a self-service customer service portal, you can scale customer support without
increasing support costs.
Having support reps interact with customers regarding every given problem is expensive. According to
Forrester, chat with real-time support agents costs $6 to $12 per interaction, whilst automated
interaction costs just $0.25.
Creating a practical and useful KM system can save support staff time by providing similar or higher
levels of customer satisfaction.
In fact, the advantages of a quality management system far outweigh any shortcomings in terms of
time or cost – as long as you do it right. While you may think that KMS require only complex,
training-intensive products, they can also be used for "simple" products and services. We may think
that a typical e-commerce site is very simple, but people still access the FAQ page and ask
questions. Gathering knowledge is still useful in helping customers solve their problems.
Problems and Challenges
The two main challenges in creating a knowledge digital system are:
- Development and architecture all the functions;
- Measurement and optimisation of the software.
Our company can help you with any challenge, as our solutions are tailor-made to your needs as well
as
easy to use.
How to Prepare for Management Solution Integration
To get started, join your team and talk about the problems that usually come up. Gather your support
team and give them ideas about KMS issues to answer the questions they’re getting. These things should
quickly rise to the top because they’re emotionally relevant to the support workers – after all,
duplication is very frustrating.
Clients
How to Build an Effective Knowledge IT System
The first step in developing a knowledge management system is to understand the knowledge to be
registered. What are the common problems, challenges and questions and how should the responses to these
be recorded? Although you can use many strategies to collect this information, you can check some
outstanding issues
by filtering the support ticket system. These are the issues you should try to address first. A good way
to determine what functionality you need is to consider the ready-made solutions available on
the market.
TOP rated KM systems that can be well-tested
Zoho Desk is a cloud-based service from Zoho Corporation that addresses the needs of
businesses of all sizes. Key features include a customer support portal, ticket management,
contract management and reporting.
Zoho Desk organises multimedia interactions (phone, chat, email, social media, self-service
portals, forums) and presents them in one place. Tasks such as service updates, notification
rules, ticket assignments and time-based operations can be automated by defining workflow
rules. The solution provides planned and customisable reports, happiness ratings and
graphical dashboards to analyse customer satisfaction.
Bloomfire is a cloud-based collaboration platform designed to help employees research
information to get the job done by connecting people with information and knowledge.
Bloomfire provides content management and social collaboration capabilities in web
applications.
This solution supports a variety of content types, including PDF files, screenshots, videos,
PowerPoint presentations and more. Bloomfire is used by businesses of all sizes in the IT,
hospitality, health, real estate and education sectors.
Jira Service Desk is a management solution that helps IT and service teams with event
management, problem solving and change control. The solution provides both cloud-based and
on-site deployment.
Jira Service Desk's self-service features allow users to resolve tickets and queries by
accessing the knowledge base. The program helps the service team automate repetitive
tasks.
Bitrix24's CRM solution provides a platform for businesses to organise and track
interactions with both potential and existing customers and partners. The software allows
users to record and manage customer interactions, generate sales reports, gather and store
lead data and target audiences.
Potential customers garnered from the user's site (for example, from a feedback form) can be
provided directly to CRM. Users can create messaging templates, send individual or group
emails to potential contacts and customers, schedule meetings, capture notes on customer
interactions and assign tasks.
Zendesk is a cloud-based help desk that provides customisable tools for creating customer
service portals, knowledge bases and online communities. The program offers live chat
features, a front-end portal and integration with applications such as Google Analytics and
Salesforce. Zendesk is used in a variety of vertical markets, including government, media,
technology and retail, from small-scale to large.
The Zendesk online portal helps agents track tickets and their status. Customers can view
existing tickets and find query responses with similar questions, and if they are not
satisfied, customers can submit their own tickets on the portal. Zendesk also offers support
page brands with commercial logos, themes and brand imagery.
How to Get Your Ideal Software
The Main Attributes of a Knowledge Base Software
Your main task is to identify the key aspects or attributes of the KMS. You should create a checklist
identifying the key features to ensure the technology you're getting solves business problems as well as
enhancing overall profitability. Here are some key features of the KM system:
-
Distributed - A distributed system is one in which the components are distributed
by a variety of servers so that the knowledge can be accessed in various branches or offices
around the world.
-
Open - Open systems are systems in which employees can access any information from
their current location.
-
Customisable - KM systems must be highly customisable and flexible to allow room
for better usability and better personal experience.
-
Security - The system must be secure to prevent loss of information, duplicate
threats and other security issues.
-
Measurable - The system should be measurable because it must be able to measure who
gains access from which location and so on. Measurable systems can better manage and analyse the
effectiveness of overall knowledge management within an organisation.
Your knowledge digital system can have all these features, or only those required to achieve your
business goals.
When you approach the Magora team with a development request for a knowledge management system for your
enterprise, we do our best to provide you with handy intelligence tools based around a friendly user
interface that will help accelerate your workflow. Before we begin, we thoroughly investigate your
business to understand the structure of the DB and the growing needs of your company, so as to be able
to implement an architecture which will be flexible enough to respond to market changes and new demands.
As a result, you get a fully custom solution tailor-made to manage the knowledge DB and working in
accordance with your enterprise standards.
Contact us today to discuss your tasks and we’ll help find the best way to solve them, as well as
automating any processes you can’t cope with.
