Knowledge Sharing Portal: Educate Your Customers, Teams, and Partners

1
Knowledge Sharing Portal Educate Your
Customers, Teams, and Partners
Remember the days when you are not able to decide
what to eat or where to eat? Well, we all have
those days and what do we do? We directly go
online and search for good nearby restaurants or
if we are in the mood to explore, we search for
must-try cuisines available in local restaurants.
s ales_at_crmjetty.com
2
Today, because of the internet, everyone can
access any information easily. And we make so
many decisions based on the available
information, reviews and feedback.
Deciding about the restaurant was just a small
example.
Almost all our decisions like purchasing clothes,
gadgets, booking hotels, tickets, etc. are based
on the information, reviews, feedback, etc.
available online.
Our decisions are largely affected by what we see
on social media or the Internet as a whole.
Because of these changes in customer
behavior landscape and excessive amount of data
generation, it has become mandatory for
companies to share right knowledge with
s ales_at_crmjetty.com
3
their customers, partners and employees directly.
What knowledge you have to share with whom might
vary but the means remain the same.
Knowledge Sharing Portals First, lets explore
what a knowledge portal is.
According to IGI Global A knowledge portal is
an Internet-based computer program that
constitutes a single point of access to
organizational knowledge, integrating knowledge
repositories, expert
s ales_at_crmjetty.com
4
directories, collaboration knowledge-intensive
applications.
tools,
and
other
In simple terms Knowledge sharing portals works
as a gateway between you and your customers,
employees or any other parties you interact
with. It is a perfect medium to share
organizational knowledge, product knowledge,
technical knowledge, etc.
Now lets see whats the importance of knowledge
sharing and knowledge portal that makes a
must-have for every company.
Currently, millennials are the biggest
target group for any tech company if not for any
company and according to a research done by
Salesforce, 89 of millennials are using search
engines to search for answers to their
customer
s ales_at_crmjetty.com
5
service questions. Additionally, 84 use
self-service portals to find answers to their
queries.
Pre-portal, it is possible that your employees
were facing issues in handling customer requests,
sharing documents, user manuals, handbooks,
guides, etc. And to answer a single customer
query, they had to go through the long email
trails to provide the right support.
Additionally, being in touch with the customers
through multiple channels like calls, emails,
messages, etc. can be straining for employees as
well as your customers.
And this is where a knowledge portal plays
a vital role by providing your customers with a
unified space to explore everything about your
organization. It also automates the process of
sharing data, information, etc. with your
clients, partners, teams and any other people
who need to have the
s ales_at_crmjetty.com
6
knowledge of your organization. These people can
login to portals and get the information as and
when they need.
Not only this, but they can access user manuals,
handbooks easily to find the solution to their
technical queries.
We can easily say that with the help of portals,
knowledge sharing is just a few taps away.
These are not the only benefits of knowledge
sharing or knowledge sharing portal. Let's look
at some more
s ales_at_crmjetty.com
7
Easy document sharing This is one of the key
features of knowledge sharing portals. They make
sharing documents with your customers, partners
and teams effortless and efficient. This is one
of the most secure ways to share important
documents like invoices, contracts, NDAs, user
manuals, product updates, analysis reports, etc.
Now, they can access these documents easily
from anywhere at any time in a secured manner.
Additionally, it also maintains the logs for the
documents uploaded, shared, edited, etc.
Marketing campaigns Knowledge portals lets you
send the marketing content directly to customers
and portal users. This allows you to
successfully run marketing campaigns and
understand your
s ales_at_crmjetty.com
8
customer base. You can even send notifications
about new product launches or any new updates in
product features.
Sharing case studies It becomes easy for your
customers to know about your
work through employees can
case studies on knowledge portal. Your upload case
studies, FAQs, etc. in the
knowledge portals making it easier for them to
understand your products and services.
Apart from all these benefits, knowledge portals
also lessen ticket generation. As you will be
providing almost all the necessary information
about your products and services, your customers
wont need to contact you as much.
s ales_at_crmjetty.com
9
But before you go on investing in a knowledge
portal, here are a few knowledge sharing
practices you need to follow.
Go for custom knowledge portal development Every
company has a different way of operating and
business logic. Of course, you can purchase a
knowledge portal online. But, we would recommend
you to reach out to companies that can create
custom knowledge portal for you. This will save
you those extra resources otherwise spent on
customizing the original portal. Having custom
portals give you the freedom over the features,
workflow and logic of the solution too.
Add accessibility rules With a custom portal, you
can decide who should have what level of access.
You can make your knowledge portal public or
login mandatory. Not only this but you can even
add extra security measures like two step
authentication if needed.
s ales_at_crmjetty.com
10
Add pre-sales queries Nowadays, customers want to
have in-depth knowledge of the product before
purchasing it and so it becomes very obvious
that theyll do detailed research. And while
doing so, they will have lots of queries.
In such scenarios, the pre-sales queries section
comes to your rescue. Here, you can add all the
answers to frequently asked pre purchasing
queries making it easy for your customers to
make a decision. This will also help in building
confidence and trust among your customers.
s ales_at_crmjetty.com
11
Integrate it with CRM Integration of knowledge
portal with your CRM makes it easy for you to
know more about your customers and business
partners. Additionally, if any query raises, you
can see it in the CRM and assign it a sales
person to resolve. This integration streamlines
your operations. So, make sure to integrate your
knowledge portal with CRM.
Wrapping it up Knowledge and data are the new
oil that can take your organization to the next
level. And sharing the right pieces of
information with your customers can help build
the rapport with them giving you an upper hand
of your competitors.
This Blog is originally posted here h
ttps//www.crmjetty.com/blog/knowledge-sharing-por
tal - educate-your-customers-teams-partners/
s ales_at_crmjetty.com