Knowledge base software is one of the many
tools organizations use to improve knowledge sharing. And good knowledge
sharing improves collaboration and team efficiency, and brings with it a host
of benefits to the table.
Considering
the recent times, building healthy foundations of business data based on
valuable information and having a tool that promotes collaboration is
imperative for long term success. In order to fully comprehend the most useful
collaborative features of a knowledge base, let’s delve further deep into the
matter.
Here
are four astounding ways to collaborate better through a knowledge base.
Productive Collaboration on Projects
When
it comes to collaboration on documents that contain information vital to the
company’s success, there is a specific problem that occurs over time. Documents
tend to pile up and it becomes hard to access, edit and contribute. Also,
responsibilities get all mixed up. Additionally, there is also great risk that
some information may get lost in the email juggling void.
With
knowledge base software, this scenario is prevented thanks to the features that
enable you to set user privilege rights and user groups. Employees in charge of
knowledge base management can edit accessibility details for each user in
particular, both when it comes to who can see and who can edit specific pages.
When
everyone on the team operates within clearly defined boundaries the entire team becomes
increasingly productive. Besides, with privilege rights, you can
prevent information leaking and keep your documents well-organized and secured.
Enhanced Customer Support
The
customer support department and its efforts are valuable to any organization.
It has a huge influence on customers in terms of how they perceive your brand
and their levels of satisfaction. A Knowledge Base Software
is a space shuttle in the domain of document collaboration. Employees can use
it to create astonishingly helpful documents by using features that streamline
and promote collaboration.
Since
all departments can be brought together in one knowledge base, it offers
greater opportunity to store valuable and actionable information across the
organization. For instance, after analyzing data, you can offer documents to
customer agents to better understand the product, the marketing department can
identify new ways to advertise the product by looking at customer complaints,
etc.
The
staff too can work on documents in teams. For instance, you can use it to build
wikis and FAQ pages. Imagine having the online help documentation written by
the most experienced support agents in your team.
Furthermore,
one can utilize the user accounts system to tweak the ticket distribution
channel, by having the most competent agent respond to specific customer
inquiries. Setting up as to which agent is responsible for which type of ticket
is an automated collaboration feature which you can take manual control over,
should you decide that it is necessary.
Knowledge
base software is also powerful when it comes to integrations. The most modern
solutions can be integrated with Zendesk and Live Chat to even further increase
the level of provided service.
Collaboration as a Training Effort
A
knowledge base tool can also be used to create documents that can serve as
course materials. But how does one build a knowledge base that contains links
to valuable resources and courses that can improve the employees’ knowledge and
expand their skill set?
Here
are some ideas.
In-house course creation.
Knowledge base software can be used to create courses accessible via any device
and on the go. Bear in mind though that it will take some time and effort for
you to start building a knowledge-sharing company culture.
You
should encourage the best employees and teams to design course materials that
can help their younger peers. More experienced employees can contribute by
writing helpful onboarding courses and sharing the tricks and tips that helped
them when they were starting up.
Best practices and practical skills.
Over time, specific practices can prove to be the best when it comes to certain
issues. These practices, in many cases, are results of years and years of
experience.
Getting
everyone on board with these practices is made easy with a knowledge base. When
colleagues start selflessly sharing their personal insights and practical skills,
the organization will not only experience the benefits of better collaboration
but also increased productivity and job satisfaction.
