Wednesday, January 31, 2018

4 Astounding Ways to Collaborate on a Knowledge Base

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.

Collaboration with Remote Teams, Outsourcing Partners and Freelancers

Since modern knowledge base tools are cloud-based, they can be accessed via any browser, mobile device, and from any location. This makes them suitable to use when you decide to outsource projects or specific tasks to 3rd party firms or freelancers.

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