Knowledge management is a simple concept for those who understand it. Building a knowledge base, managing it in a way that it improves customer experience, updating the knowledge so it is accurate and up-to-date and encouraging people to use it is a tough task. People often tend to get confused and give up. However, there are some examples of knowledge management systems who have nailed it by following best practices for their company.
What we need to understand that the people at the top are there for a reason. And the reason is that they are doing something right. The best thing to do is to understand the learning processes of a company that is at the top and treat them as case studies. We did some research and found a list of best knowledge management examples who excel at knowledge sharing skills. It turns out that every top company has implied some knowledge management formula that works for them and helps them serve their customers better. Does that interest you? Our interest piqued at this knowledge this too! Take a look below to understand the basic management theory that they follow:
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Concept of Self-service
You know those self-service kiosks that pop up everywhere from airports to fast food chains? Turns out, they are taking over everywhere. And for a good reason too. We are in the digital age, or the age of information technology and in the modern world, there has been a fundamental shift in how people interact with other people. Digital payments over cash, texting over face-to-face meetups, eCommerce over retail stores. There are so many things that shifted to online after the advancement of technology.
The main reason for this shift is that more users prefer using the self-service option wherever possible. This also reflects in the area of customer service where more people prefer knowledge management software system and chatbots over talking to real people. Hence, that has increased the emergence of knowledge management system in many websites. Out of those, here are our 5 best picks for best knowledge management system examples.
Top 5 Knowledge Management System Examples
Evernote is a knowledge management app made for taking notes, making checklists, organizing tasks and saving other important data. It supports text, drawings, images and saved web content. It is cross-platform which means that you can use it across the web, Android, iOS, macOS or Windows. Evernote has both free and paid plans for its users.
Evernote's simple user interface and clean layout make it everyone's favorite when it comes to top knowledge management systems. The search bar is at the top, being rather prominent and easy to access for the users. Customers love it when they are able to solve their queries on their own, quickly and without any hassles. By putting the search bar at the top of their help center, Evernote ensures that the users intuitively find what they are looking for and that there is no confusion when looking for answers to their questions.
What you can learn from Evernote's knowledge management platform is that although it is important to put relevant and accurate information, it is also crucial that your users are able to find the information easily. It would be like searching for a needle in a haystack. Hence, you must remember this if you have tough competition and want to beat them with better customer services. This is critical for a good knowledge management system.
One other thing that Evernote's team did in their FAQ section is that they have mentioned various contact details and the timings for the same. So, if a user is unable to find any information that they were looking for, then it becomes easy for them to contact your customer service center and clear their doubts.
Canva is a graphic design platform using which the users create social media graphics, print graphics, presentations and other types of visual content. It is available on web as well as mobile apps for both iOS and Android. It has millions of templates, fonts, images, illustrations and other options that allow users to make beautiful creatives easily. Canva has free and paid versions for the users.
Canva believes in improving their app and website continuously, which is why they keep releasing new features and updates on a regular basis. This is the reason why they have added the option from where the users get to suggest new features. By using the feedback from the users, Canva shows that they care for their users and that they appreciate innovation. Their customers are rather creative and Canva doesn't hesitate from using their creative thoughts and ideas for improving their platform.
They have also divided their knowledge management system into various sections so that the users are able to easily find whatever it is they are looking for. All the sections are in the sidebar with easy-to-understand titles starting from the basics to the advanced features. They have covered various topics in their knowledge management software like Getting Started and Account Basics, along with more complex topics like Canva Pro and Canva Print.
Slack is an instant messaging platform with features like chat rooms, private groups and direct messaging. It allows the users to share various forms of content like texts, files, videos, images and audio. Conversations, people and other types of content are searchable on the platform. It also allows integrations with Google Drive, Trello, DropBox, ZenDesk, or GitHub.
Slack's layout is clever and it has many core topics to help the users while also managing to keep interested and entertained. Although it seems like a very minor thing, it does encourage many customers to understand the information easily and increases the click-through rates. Being an interactive knowledge management system, Slack ensures that every time a user interacts with something, they get to see other subtopics to keep them engaged. The navigation is also simple enough to understand and has a convenient format.
This type of intuitive information center allows the customers to understand where they are in the knowledge base and helps them navigate to the content they are looking for or discover new content easily.
Amazon does not need much of an introduction so we will try to keep in short. It is a multinational technology company that focuses mainly on eCommerce, cloud computing, digital streaming and artificial intelligence. It is one of the Big Four tech companies in the world, right there at the top along with Google, Apple and Microsoft.
Although they are popular for their exceptional customer services, Amazon is also rather excellent at knowledge management especially after they turned towards eCommerce in the late '90s. It is important to know that what started off as an eCommerce book store now has every product on its website and their business skyrocketed so much that now they have their own product lines for various categories. They also have many subsidiaries in different industries that help them grow more and quickly.
The company applies many principles of knowledge management systems and user experience to cater to the needs of the people, be it their customers or employees. They have a single interface to help all kinds of users. Their user could be someone placing an order from Amazon for the first time, an author availing their Kindle Publishing Services, or a seller selling their products through Amazon. With such a variety in the userbase, one would imagine their knowledge manager to be extremely cramped or difficult to understand. However, that is not the case here.
Amazon's knowledge management system is made by following best practices of knowledge management and it works as a competitive advantage for their company. At the top of their knowledge management software , they have listed some short cuts to settings and concerns which users use more frequently. Below that is a prominent search bar and then a category-wise listing of all the various help options. They have also added a section of Need More Help? and if a user clicks on it then they get to check out other ways of contacting Amazon's help center and talk to someone to sort out their problems. This makes it rather convenient for the users to find solutions to their problems without any hassle.
Instacart is one of the best knowledge management systems examples even if you are new to the game. With a clean layout and a simple approach, Instacart makes it easy for the users to obtain the knowledge that they are looking for. A quick knowledge sharing process actually helps improve the customer experience and Instacart is one of the companies to succeed in providing relevant information to people through their knowledge base.
They also have a prominently displayed search bar at the top of their knowledge management system, and it is easy to use even for people who aren't very tech-savvy. Underneath that, they have a section on popular articles where they have mentioned a few articles that give knowledge about their company and the services they offer. After that, they have a list of different categories of the knowledge base that helps the user navigate to the knowledge available in the content management system. They also provide extra information by adding a few sections on Shopper Glossary, and Sweepstakes rules. Your users can also view information and updates about Instacart's company from this knowledge management system in a section called zone news. By combining all these features in your knowledge management systems, it will be easy for you to provide relevant knowledge in one place to your customers.
1. Who uses knowledge management systems?
Answer: Knowledge management systems and knowledge bases usually exist within an organization. They are mostly in use by customer relationship executives, managers, human resources internally. Externally, knowledge bases are used by customers, clients or suppliers.
2. What are the two major types of knowledge management systems?
Answer: Although there are many popular and successful types of knowledge management systems used by various companies, two are most widely used by companies around the world. The first is the enterprise-wide knowledge management system and the second is knowledge work systems with intelligent techniques. Take a look at our blog for Understanding Of Two Major Successful Types Of Knowledge Management Systems.
3. What are knowledge management systems?
Answer: Knowledge management systems are any kind of IT system that includes hardware and software. These systems store and retrieve knowledge, helps improve collaboration between employees, locates sources of knowledge, captures and uses information, or in some other way enhances the KMS processes.
4. Why is knowledge management important?
Answer: Knowledge management is important for organizations because it benefits them in various ways. Some of the benefits include cost savings, better collaboration between employees, better knowledge sharing, and the creation of a useful knowledge repository.
What do we learn from these knowledge management examples?
To sum up our blog, consumers want everything quickly and easily. If you want to improve your customer service, the first and foremost thing you need to do is improve your knowledge management solution. Waiting to get the answers to their questions from a customer help center makes them impatient and it hinders the image of your company. With the right type of knowledge management systems, every company can improve its customer experience and services, thus resulting in more loyal customers and sales. That knowledge makes you happy, doesn't it?
So if you already have a knowledge base software in place, you stand to get more benefits by improving it in accordance to the knowledge management examples mentioned in blog. However, if you don't have one yet, don't panic yet. We understand you might be having many questions, and we have 2 options for you.
- You can either Contact Us and get the answers to your queries by talking to us, or
- You can check out this blog we recently published on the Knowledge Management Process, in which we have included all the steps of building a knowledge base software for your company along with the top cycle models used worldwide for knowledge management.
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