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Being an effective leader for your team is even more important in turbulent times. Follow these 4 tips to calmly lead others in the workplace. Here are our favorite examples of knowledge management systems and what type of knowledge management system your company might want to develop.
Customer feedback studies already tell us that most customers prefer to solve their problems themselves rather than contact a support agent. It makes sense – self-service puts the customer in the driver’s seat, allowing them to be autonomous and find the right answers quickly. But having an effective knowledge management system is better for businesses. This allows them to do more with less, freeing up their support teams’ time for high-stakes issues that require a human touch. Finding ways to make knowledge more accessible to businesses from SMEs can be a strategic advantage for your organization. Consumers clearly want self-service, but 91 percent would only consider choosing self-service if it was easy to use and tailored to their needs. Design User experience and strategy aren’t just buzzwords — they’re knowledge assets when it comes to empowering your customers (or your employees) to self-serve. Creating seamless self-service experiences involves more than just having a knowledge base and decorating it with paint. It includes the processes and principles behind presenting information that makes it easy for customers to find answers. This represents a sweet spot where knowledge management software can help. Read our favorite examples of knowledge management in action and see what kind of knowledge management system your company might want to develop.
A knowledge management system collects information within an organization; Both the process for organizing and sharing, and the technology used to manage those processes.
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Knowledge management enables self-service to customers; Knowledge management is important because it improves agent performance and breaks down internal stalls.
An example of a knowledge management system is the Spartan Race knowledge base. A world leader in obstacle racing, Spartan Race is first on our knowledge management list for its customer-centric self-service strategy. Spartan Race understands that its customers’ brand relationships are not unique, and presenting knowledge tailored to the customer’s unique needs is critical to its success in knowledge management. First and foremost; Spartan Race has 40 aid centers tailored across countries. Buyer questions often differ depending on a part of the world, such as events specific to their region. Then, At each help desk, For example, If someone is a runner or a volunteer, it raises awareness for user groups. Using best practices for content organization, such as indexes, allows Spartan Race to ensure users can easily find the right content for their specific needs. In addition, Spartan Race uses artificial intelligence to leverage its knowledge before the customer visits its help center. After receiving several frequently asked questions via chat, Spartan Race has integrated Answer Bot as a widget to offer self-service along with live service options like the home page of its website. Artificial intelligence enables an organization to deliver knowledge tailored to each user and their context, allowing users to access help from where they already are. Spartan Race uses information about how customers interact with the Answer Bot to continuously improve customer support articles at the core of customer content maintenance. As a small group, Spartan Race has found solutions especially useful when customer requests are high during races, allowing customers to get real-time answers quickly – races are usually more difficult for staff on weekends. In general, It also creates a more engaging experience with agents, as agents can eliminate repetitive questions and improve productivity. Since using Answer Bot, Spartan Race saw a 9.5 percent decrease in chat volume and was able to extend live chat availability to its support team from 3 hours a day, saving time.
The Vend Help Center makes it easy to get started or access the basics when something isn’t working. The retail management software company uses a user-centered design approach for effective knowledge management, displaying the most searched content at the top and structured around product areas for seamless navigation where users can further filter by category. This beautifully simple knowledge base seen on the front end is supported by a sophisticated knowledge management program behind the information display – Knowledge Centered Service (KCS® methodology). KCS enables the support team to be agile and share knowledge; A knowledge management strategy that improves its help center over time by empowering agents to participate in creation and maintenance. in Vend. This means that each agent is a knowledge manager with the power to create content.
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“When a ticket comes in, the agent finds the answer and applies it to the ticket and solves it, or if there’s no article, the answer is written as an article to be published in our help desk.” Vend Vice President of Support Talei Wood
Since implementing KCS, Vend has seen a 650 percent increase in help center articles, a 29 percent increase in customer satisfaction, and a 40 percent increase in one-touch solutions.
By encouraging agents to update content based on customer needs, Vend gets a valuable opportunity to learn from its customers and improve its business as a whole. It requires its support team to have a knowledge management system that provides agents with the knowledge management tools they need to share and publish content. The result is good: Data shows that high performers are nearly three times more likely to use knowledge-based software that captures agents’ knowledge and allows them to add or update help articles.
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Khan Academy, a non-profit organization working to make free education available to everyone everywhere, understands that its website and customer interactions are one of its biggest success factors, especially during busy periods of the school year or when schools have recently moved online. Because of COVID-19. a prominent search bar in its help center; Clear Knowledge Organization and its main customer groups: parents; Includes pure content types centered on teachers and students. However, Khan Academy’s knowledge management strategy also includes a thriving community, prominently featured in its help desk. Harnessing the power of peer-to-peer knowledge sharing is an essential part of the Khan Academy experience and an excellent example of knowledge management. Members often have questions about the material they teach, such as lines; သို့မဟုတ် သင်္ချာကိုမုန်းတီးသောကလေးအား ၎င်းကိုနှစ်သက်စေရန်အတွက် အကြံဥာဏ်များ လိုအပ်သည်—အခြားဖောက်သည်များက မေးသောမေးခွန်းများဖြစ်သည်။
“ကျွန်မတို့အသိုင်းအဝိုင်းက ရွှေတွေပါ။ ဤအွန်လိုင်းတွင် စစ်မှန်ပြီး ကူညီလိုစိတ်ပြင်းပြသော ဤအွန်လိုင်းလို လူတစ်စုကို ရှာရခက်ပါသည်။” Khan Academy 4 ရှိ Community Support ၏အကြီးတန်းမန်နေဂျာ Lori LeDuc၊ Kanva
Top Chef မှာပြောခဲ့သလိုပဲ ဟင်းချက်ခြင်းနဲ့ တင်ဆက်မှုဟာ အရာအားလုံးပါပဲ။ သင်၏အသိပညာကို တတ်နိုင်သမျှ သန့်ရှင်းလှပအောင် ပြုလုပ်ခြင်း၏ အရေးကြီးပုံကို သိသူတိုင်း သိနိုင်ပေသည်။
Infographic: 2014 Healthcare Business Salary Survey
Canva သည် ဂရပ်ဖစ်ဒီဇိုင်းပလပ်ဖောင်းတစ်ခုဖြစ်သည်။ The best part? Canva ၏ အသိပညာစီမံခန့်ခွဲမှုလုပ်ငန်းစဉ်နှင့် အကူအညီစင်တာ ဒီဇိုင်းဗျူဟာများသည် ဒီဇိုင်းအသစ်ပြုလုပ်သူများအတွက်ပင် အကောင်အထည်ဖော်ရန် အလွန်ရိုးရှင်းပါသည်။
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