What is a knowledge management system? You need to know this

What is a knowledge management system ？

Knowledge management system  (KMS)  Is a platform for storing and retrieving information , Can better understand 、 Handle the collaboration with various teams in the company . in other words , You can rely on a unified resource as the preferred hub for sharing information , Instead of using multiple resources , For example, the network of internal companies 、 Email or local documents .

Such a system allows you to save different documents 、 frequently asked questions 、 Presentation 、 video 、 course 、 Audio files, etc . In a broad sense , Its purpose is to help people get more information .

The benefits of knowledge management systems

A more time-saving solution

No one likes to search for information over and over . Working well  KMS  Can help in many ways ： Your employees can have documents and other valuable materials at any time , And customers will not waste precious time waiting for agents .

Trouble free staff training

Let's face it , You may feel pressure on your induction process at least once ？ To eliminate this mentality , You need a good knowledge management system . Employees can get training materials in a central location without fuss , And get to work quickly . This makes the team leader as nervous as a brick wall .

Retained knowledge

Statistics display , Employees tend to change jobs every three years , This means that they will take everything they know with them . Use a shared knowledge management system , Even if employees come and go , You can also record and save information .

Better customer experience

Professional employees usually bring a better customer experience . When employees can quickly access trusted information centers , They can easily deal with all types of customers . In turn, , Customers can spend less time communicating with service representatives in real-time chat or on the phone . Because of these positive experiences , Customers will be more loyal and confident to your brand .

What types of knowledge management systems ？

The knowledge base

A useful structured platform , You can store the basic data of customers and employees . in other words , This information center can be external （ For users ）, It can also be internal （ For employees ）. Knowledge base provides a wide range of advantages , For example, improve customer satisfaction and retention 、 Reduce the average time to solve customer problems and improve the efficiency of service representatives .

Frequently asked questions

As the second common type , The FAQ page is all about speed and efficiency . They help customers sort out content and quickly meet their needs . A well thought out common problem knowledge management system educates in an intuitive way 、 Inform and guide users to browse the website .

Besides , It pushes internal page views to other valuable pages , Cover a wide range of intentions , And promote blog creation by providing a better context .

Although you must distinguish between a FAQ page and a simple knowledge base ：

FAQ pages are usually designed for potential customers with fairly simple questions , And resource center is the center with stable problem set . Although the knowledge base can store visual effects in the form of text 、 Glossary and answers , But the FAQ page only covers the main aspects of your brand in text .FAQ The functions of pages and knowledge bases are also different . The former clarifies the basics about your product , The latter is a tool designed to reduce ticket intake .

Build tools

A good knowledge management system tool can make your work more efficient , It is recommended to use Baklib.

Baklib As a model suitable for privatization deployment SaaS Cloud products , Easy to build 、 Professional knowledge transfer and data backup are simple 、 It's very easy to get started and feel good on the mobile terminal . Help enterprises create an efficient 、 Practical knowledge base system of cloud space company . Complete the website content management method of internal professional knowledge cooperation and open brand publicity . Improve customer utilization and user retention by improving the customer experience , And then increase the profits of the enterprise .