The Significance of KMS for More Effective Customer Support

We live in a knowledge economy, making knowledge one of the modern company’s most important assets. Knowledge Management System software (KMS) is any system that helps people in an organization share, access, and update business knowledge and information.

Customer service knowledge management is an important area of focus of a knowledge management system for businesses and employee support teams like IT, HR, and Finance.

It’s estimated that poor knowledge-sharing practices cost Fortune 500 companies $31.5 billion annually. 45% of US customers will abandon an online transaction if their queries or concerns are not addressed quickly.

Seventy-four percent of organizations estimate that effective knowledge management disciplines increase company productivity by 10-40 percent.

Robust solutions for knowledge management include:

1) Cross-training programs

Mentoring, shadowing, and other training programs allow employees to gain business knowledge by watching others work.

2) Document management systems

Document management systems like Google Drive and Box allow organizations to store company documents on the cloud, share them, and control access permissions at a granular level. Typically, these tools have systems for tagging files and adding metadata that makes information easier to find.

3) Content management systems (CMSs)

Content management systems like SharePoint and Bloomfire allow teams and individuals to publish, update, and access information on a company intranet.

4) Social networking tools

Private social networking tools like Workplace by Facebook and Slack allow teams to communicate and collaborate in a shared space. But these tools also double as knowledge management systems because they store all historical conversations, allowing employees to search for previously-discussed information.

5) Chatbots

Chatbots represent the natural evolution of knowledge management. Chatbots use AI and machine learning to respond to employee questions and requests for information. Using chatbots, employees don’t have to wonder who to ask or where to go for the information they need. They don’t have to go digging around in a CMS, document system, or chat history. They can use pose natural-language questions, and the chatbot will surface the best information from its knowledge base, regardless of where that info lives in the organization.

Knowledge & Collaboration makes Service Agents work smarter. Companies often face the challenge of training and sharing knowledge and resources with their support agents during critical times.

Agents spend an enormous amount of time answering complex queries or sometimes fail to provide accurate information on their own.

Almost half of the service agents in an organization are unable to efficiently resolve customer issues due to disconnected communication, archaic user interfaces, and multiple applications.

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Kapture Knowledge Management System software comes with powerful features to enable internal knowledge transition and collaboration.

Kapture KMS provides one dashboard to view all important updates. Content repositories can be accessed with precise filters, search buttons, and categories.

On Kapture KMS, Service agents can share information or knowhow with their peers on a common platform; View, share and upload any file in any format through audio or video; Create employee forums and discussion boards to resolve pending issues or improve service;

A few highlights of Kapture KMS:

• Provides ready reference material for new service agents; Any training information or product details can be accessed by new teams from the Dashboard.
• Tests and assessments of new agents can be taken from the same platform
• Interactive flowcharts to help agents navigate to the right solution map with situations they may come across during customer interactions
• Gives the service agents the much-needed knowledge and delight customers with excellent customer service