Your Ultimate Guide to Knowledge Management

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Your Ultimate Guide to Knowledge Management

• A business should provide its customers with a
  way to decrease dependence on customer
• service. In other words, customers should be
  self-sufficient in solving small queries and
  problems. This is where an effective knowledge
  management strategy comes into play.
• Knowledge management helps customers find answers
  to their everyday questions and queries, saving
  them the hassle of contacting customer service
  every time. A well-maintained knowledge helps a
  business prevent overflow of queries and tickets,
  leading to better ticket management.
• If you are also a business owner mulling over an
  effective knowledge management strategy, heres
  a post for you. In this post, youll learn about
  the benefits of knowledge management, steps to
  build a knowledge base, best knowledge management
  solutions and practices, and more, in detail.
• Overview of Knowledge Base Management
• Knowledge management is a process that businesses
  use to gather, organize, analyze, and share
  their knowledge with customers. This knowledge
  can include technical resources, FAQs, help
  articles, training documents or videos, etc.
• It can also contain user forums, white papers,
  case studies, directories or glossaries, and
  virtually anything that helps customers
  understand your products or services and use
  them. Knowledge management often requires a
  centralized collection of all the knowledge base
  easily accessible to different types of users.
• Advantages of Knowledge Base Management

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A strong knowledge management strategy helps
build a valuable knowledge base for
your organization that offers a number of
benefits as follows. Fills the Communication
Gap Some part of customer service is just a basic
transfer of information your customer requires to
achieve some goal. The knowledge base transfers
that information faster without any need for
customer service. It can address most of these
basic questions easily and enhances customer
experience. For example, some queries like How
do I reset my password? or Why cant I upload
my file? etc. are very common and
repeated. Customers Prefer Self-Service Customers
prefer self-service. They like to find answers
to their questions themselves before reaching
out to customer support. This is where you can
help them with a foolproof knowledge management
strategy to build a rich knowledge
base. Supports Different Learning Styles While
some customers may prefer reading tips, others
may find tutorial videos more useful.
Centralized knowledge management helps you
accommodate knowledge in different forms. You
can include text, video, audio, annotated images,
FAQs, help articles, etc. This enables your
customers to choose the way they can absorb the
information they need most easily and
instantly. 24/7 Availability and
Accessibility The right knowledge management
strategy can get you a customer service agent to
work for you round the clock in the form of your
knowledge base. No matter where your customer is,
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they can find solutions to most of their queries
on the go through it. This saves them the
time and effort they would spend to call you at
odd hours or wait for their turn during busy
hours. Deliver Knowledge Contextually A
well-planned knowledge management strategy also
includes segregating the knowledge base well.
Contextual segregation of knowledge helps
customers not only find answers but save their
time to search what they want. They can simply
locate the piece of information they need via
navigation in the relevant category or
search. Provides Valuable Insights A knowledge
management tool with reporting capabilities also
helps get better insights into your customers
needs. You can find what customers are looking
for, the search terms they use, any possible
gaps in your knowledge base, etc. Accordingly,
you can use these insights to enhance your
knowledge content and improve it. Reduces Burden
on Resources The absence of a proper knowledge
management strategy can put an extra burden on
support agents. They may have to spend more time
handling frequently asked questions and common
queries. Hence, they may not get enough time and
effort they need to focus on customers bigger
and more complex issues. This can lead to a
significant decrease in their performance and
productivity. A good knowledge management system
eliminates the need to tackle small issues as
customers can tackle those themselves. How to
Create a Knowledge Base Creating a knowledge base
is a long-term project and requires a
well-thought-out knowledge management strategy
and set of steps.
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• Here are the five steps to creating a knowledge
  base
• Consider all that you need to cover
• The first thing is to understand what you need to
  include in your knowledge base to make it serve
  the purpose. For this, you should collect the
  most common questions and queries that customers
  face and include them in your knowledge base.
• Leverage your existing information
• Your knowledge portal is basically a collection
  of all the relevant information in one place.
  Probably, you may have almost all that you need
  to include already with you. The only thing is
  that this information may be dispersed in
  different places. They may be in the form of FAQs
  on your site, tutorial videos on YouTube,
  documentation, user manuals, and whatnot. Collect
  them all in one place and look for any
  inconsistencies and duplication that you can
  remove.
• Organize your information
• Structure your information and arrange that
  properly in different segments according to how
  customers would want to view it. The contextual
  arrangement of your information is a crucial
  aspect of a good knowledge management strategy
  that you cant forgo.
• Create new content
• Find out if there are any gaps in your current
  knowledge base and fill them by creating new
  content. You can also take help from the relevant
  team members to know whats missing in your
  content. You can consider building content in
  different formats ranging from videos, FAQs, to
  help articles, or anything similar.
• Keep updating your knowledge base

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• A knowledge base is not written in stone and
  needs changes. As you add new products or
• services to your business or update any you
  should update the relative content accordingly. A
  good knowledge management strategy ensures that
  you have your content up-to-date at any point in
  time. For this, you should appoint a person or a
  team to revise the knowledge base on a regular
  basis and flag the content which needs changes.
• If you are looking for a way to collect and
  manage all your knowledge centrally, our portal
  solutions can be the right fit for you. With our
  portal, you can not only handle your knowledge
  more seamlessly but also make access to it more
  secure with individual log-in configuration.
• Best Practices to Enhance Knowledge Management
  Strategy
• There is no doubt that a knowledge base is an
  asset. However, without a proper knowledge
  management strategy and the right practices, you
  cant get the most out of it. Below are a few
  good practices that you can implement to bolster
  your knowledge management.
• Know your audience
• Before thinking of any knowledge management
  strategy, consider who your target audience is.
  Create buyer personas of your target audience and
  refer to them while collecting content for your
  knowledge base.
• Keep your knowledge base interactive and easy to
  understand. This is essential as it will help
  your customers solve the problems themselves and
  find answers to their queries. If your content
  is a lot of technical jargon or is in a complex
  language, they may require to get in touch with
  your support team. This will defeat the very
  purpose of building it in the first place.
• Match your content with brand

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• Your knowledge base reflects your brand. If you
  fail to keep your knowledge base in line with
• your personality and theme, it can lead to a
  decline in engagement. The customers may feel
  detached and may not take interest in that.
• To avoid this, consider creating a style guide in
  your knowledge management strategy. This guide
  should have set rules for formatting and writing
  any type of content. This will help keep your
  knowledge base consistent and professional
  throughout.
• Ensure easy accessibility
• Your knowledge base content should follow some
  accessibility standards to boost findability,
  visibility and engagement. There are several
  things you can try. Make it a point to include
  alt text for all images, screenshots, images,
  and videos in your knowledge base. Check and
  remove any contrasting colors that customers may
  have difficulty viewing against particular
  backgrounds. Use large and clear fonts for
  headers and bullet points to break up your large
  piece of content.
• Besides, you can add hyperlinked tables of
  content to make the navigation of long articles
  easier. You can also ascertain that your
  knowledge base is mobile-responsive before
  launch.
• Share your knowledge base
• A good knowledge management strategy also
  includes sharing your rich knowledge base
  wherever you can. Be it supporting marketing
  content, explaining sales presentations, or
  converting leads, your knowledge base can help.
• For instance, if there is a blog that explains
  the steps to use one of your products, you can
  link that blog to your knowledge base article
  explaining the features of your product and a
  detailed

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• step-by-step guide to using it. It will not only
  help increase traffic to your knowledge base but
• also provide more value to customers and elevate
  their experience.
• Gauge the Effectiveness
• Your knowledge base is useful only if it serves
  the purpose of helping customers serve
  themselves. There should be a way to assess
  whether it is actually helping customers or not.
  You should also have a way to find out if your
  content is on-point and valuable and provides
  everything customers seek.
• To figure this out, consider including a
  single-question feedback survey at the end of
  each article as different companies like
  Microsoft or Google do. Ask them whether they
  find the article useful and let them choose
  between YES and NO. You can also provide an email
  address or support number that your customers
  can use for additional queries, issues, or
  feedback.
• Consider the Right Knowledge Management Solutions
• Yes, picking the right technology is also
  crucial. There are myriad portal solutions
  available out there that you can pick from to
  manage your knowledge base centrally and
  securely.
• Picking the right portal out of various knowledge
  management solutions can sometimes be tough.
  Nevertheless, with a clear objective and
  requirements you want in your portal, you can
  pick the right fit for your organization easily.
• If you are also looking to create your knowledge
  base and streamline your knowledge management
  strategy, our launch-ready portal solutions can
  help you out.
• Hire CRMJetty - Upgrade Your Knowledge Management
  Strategy
• If you are looking to create and maintain a
  knowledge base, CRMJetty can be your ideal
  choice. CRMJetty provides ready-to-launch,
  next-gen knowledge management solutions for
  various

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popular CRMs like Salesforce and Dynamics. Our
portal solutions are industry-standard
solutions equipped with all the cutting-edge
features that you want in a knowledge base
portal. We also follow a modular approach to help
you build your portal your way. Our development
team first gathers your portal requirements and
figures out whether our launch-ready solutions
can fulfill them. If they can, we get your portal
up and running in a matter of a day or two. We
also find out if some minor tweaks and
customizations can make our portal solutions
match your business requirements. If its worth
doing, our development team provides the required
customizations. After handing over the solution
to you, we also provide a limited-period support
window to give you time to get familiar with the
portal and its working. If there is a huge gap
between your requirements and features of the
portal solution, CRMJettys still got your back.
In such cases, we help you build your own unique
portal from scratch and equip it with all the
features specific to your business logic. You can
stay assured with us on your side as we hold an
excellent track record. So far, our 190-strong
team has completed 14 years in the portal
development industry and served in 11
countries. So, lets join hands to take your
knowledge management strategy to the next
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