Knowledge management is the responsive process of interpreting, structuring, keeping, and sharing the company’s knowledge, experience, and organization’s information assets. It helps the organization to deal with organizational learning and develop a learning environment for enhancing business productivity. An excellent way to determine this is to opt for the various knowledge management examples to deal with the knowledge-sharing ideas for individuals to learn better to improve themselves.
The three main areas of knowledge management are:
- Accumulating knowledge
- Storing knowledge
- Sharing knowledge
Knowledge management helps to consider various knowledge types and has become a mandate discipline for every organization and can minimize costs. It helps to enhance a greater level of customer satisfaction and brand loyalty.
Table of Content
- Top 5 Knowledge Management Systems Examples
- Features to Look for While Choosing Knowledge Management Systems
- Building Your Knowledge Base: Tips to Get Started
Top 5 Knowledge Management Systems Examples
Globally, there exist multiple types of knowledge management systems, but the primary consideration is that all share some common characteristics. These include:
- FAQ information
- Community or forum functionality
- Articles and tutorials on the “How-to” concept
- Education, academies, and training programs
- Document management
- Case studies
Yes. It’s Amazon. It provides impressive and world-class customer service in terms of knowledge management solutions. Amazon’s KM practice came into existence in the late ’90s.
Such knowledge of management software deals with adopting the networking and security parameters to capture the knowledge information and guide them on the perfect path. It lowers the risk and provides the optimum solution to all the customers.
Accurate and effective knowledge management impacts user experience to fulfill the employee’s needs. Based on such perspectives, an effort to create precise shift management, evaluation process, chats/message details, project configuration, and other information are available for better business strategies in this competitive market.
The best notion is to mentor the users’ core requirements to follow their advice on a large scale. It becomes relatively easy to find and search for the best information using Amazon based on such procedures. One of the most significant advantages of using Amazon is storing, categorizing, and finally managing enormous information smoothly to enhance business performance. Some of the top features of Amazon’s KMS include:
- Documentation Support
- Reporting and Analytics
- Better Navigation Support
- Best for Forums and Communities
- Security Enhancement
- Supports Full-text Search
- More Complications for Appropriate Maintenance
Toyota, one of the best examples of using knowledge management tools, follows the fact that knowledge creation does not lead to data aggregation, but it’s a human process that cannot be replicated with ease. The management of the company strives to perform the data alteration into information that can be interpreted as a knowledge-base for further process.
Toyota company typically makes use of the effective management of knowledge in such a way that it becomes quite easy for the employees to perform certain activities. Such activities include knowledge creation, sharing, and abandonment to a great extent. Top features of Toyota Production System (TPS) are:
- Knowledge Vision
- Smooth Conversations
- Displacing Knowledge Reformers
- Creating Appropriate Context
- Globalizing Local Knowledge
- Effective Communication Strategies
- Top-Management Support
- Not Appropriate Feedback Option
RStudio is the best example of a knowledge management program that has more of a community focus. With the help of this software, the posting and answering the questions becomes relatively smooth. It also includes a knowledge article that can quickly address common customer requests and support issues.
Learning resources and training pieces are two main aspects that allow the customers to perform the ease in recognizing the progress of departments. Moreover, it can sometimes lead to the highest value of customer education assets. Some notable points of RStudio KMS are:
- Supports Compression
- Backup Scheduling
- Data Encryption
- Web Access/Restoration
- Ease of Use
- User-Friendly IDE
- Complexity for Commands Execution
- Huge Learning Curve
Slack is the best for communication that supports teams of any size to share the business knowledge. It supports the messaging functionality that impacts the business culture that anyone can use the component and overcome the specific issue.
Slack is the knowledge management tool that typically deals with unified communication. It helps the team members to initiate a project, perform employee hiring process, code development, sales contract reviewing, and even make decisions on the budget. Such information is available in the centralized hub, which allows all the employees to be more updated. The top features of Slack KM system are:
- Calendar Management
- Chat/Messaging Functionality
- Multi-User Collaboration
- Audio/Video Conferencing
- Supports File Sharing
- Mobile Access
- Lack of Notification
Canva is another example of using a knowledge management platform in the best manner possible as it is well-known for plating knowledge as cleanly and as beautifully possible. Canva is a graphic design platform but’s a knowledge management process, and help center design strategies are commendable.
The help center of this platform has a thorough sidebar of information with simple and easy-to-access category titles and organization methods. It makes it an easy process for customers to find answers quickly. Not only this but it also hosts an important search bar with clean graphics on common customer queries. Here are the top features of Canava’s KMS:
- Support Option
- Instant Solutions to Customer Queries
- Effective Ticket System
- Easy to Access and Find Answers
- Contact Us in the Help Desk to Get Instant Support
- Lack of Feedback Option
So, these were the leading organizations that use knowledge management for availing the best service and products to their clients. Looking at the success of these examples of knowledge management systems, if you have also decided to opt for the knowledge management platform for your business, then The Cloud Tutorial is the answer. It is one of the best KMS to answer your customer’s queries instantly.
If you need more information regarding the knowledge base platform, The Cloud Tutorial is the one-stop solution for you.
Features to Look for While Choosing Knowledge Management Systems
Make Sure it has Enhanced Customer Service Support
The organization’s KMS software must possess a strong potential to track, prioritize, manage, and resolve the customer or employee requests as they arrive. Generally, it is an ideal choice or can benefit companies of all sizes and types, ranging from multinational organizations that support multiple other businesses in various languages to small businesses.
To handle the company documents, spreadsheets, or shared inbox, the organization can quickly create silos and obstruct the customer, or employee experience on a large scale. The knowledge in management software also provides a ticketing system that allows better customer conversations from multiple channels in a single location.
Moreover, the KMS software, with CRM integration supports, provides agent access to the context from leading external sources like a marketing automation tool or bill-creation system. It allows the business to scale smoothly and adopts the power of customer-centric agility to improve business efficiency.
Ensure it Supports Ticketing System
Your organization’s primary purpose is to develop a typical ticketing system approach where the activities and tasks record in the various databases as per the department. It is one of the best ways of communication workflow where everyone resides in the networks and quickly grabs the advantages of the source of knowledge.
The organization needs to select the omnichannel implementation of KMS. In such a case, the main idea is that the customer relationship should be well-maintained. Every team member of the organization works on topics findings to deal with a specific problem. Moreover, it solves customer support tickets that usually come for inquiries.
The KMS software possesses a centralized location that helps in searching the information clearly and quickly. It also allows chat agents to view every customer’s aspects and history, no matter the originality of various sources. It eventually improves the customer relationship, through which the customer resolves issues working on any platform.
Ensure it has Virtual Rooms
Your organization must use the Face-to-Face discussion as the vital factor of communicating with the team members to deal with the knowledge transfer smoothly. The customer interaction between the team and communities is possible by using virtual rooms by providing an opportunity for the organization to enhance business growth.
Building Your Knowledge Base: Tips to Get Started
Information and Data Sourcing for your Knowledge Management System
The first and foremost step in creating a knowledge management system is preparing a well-maintained document mentioning knowledge. You just need to search for the common problems, issues, questions, and answers people have and understand how to deal with the best knowledge management programs. Let us identify the best factors to overcome these situations.
- Dredging your support ticket system: You need to identify the common questions that ordinary people ask. Also, you need to place additional items that occur repeatedly. So, you must have to answer these questions first to move ahead.
- Have a team discussion to sort out the issues that come up frequently once you have the responsive support team to contribute to the knowledge management system’s best ideas. It will eventually answer the support workers’ questions based on the organization’s needs to overcome these things to be prioritized immediately.
- Prioritize the use of Google Analytics to search for the best results about the users searching for your site. So, now you just need to navigate to Behavior > Site Search > Search Terms. The best recommendation is to compare the period and perform the sorting using “absolute change” to view your effective outcome.
- They use social listening and social tools to determine what the customers are sharing their opinion about your company. To gain higher business productivity, customer service professionals deal with the fact that customers share their valuable experiences with brands as they perform on social media.
You need to be very much aware of the saying the customers are saying about your products online. It is your prime responsibility to answer the raised questions and share them in your knowledge management system.
To deal with significant customer experience, you need to work with the specific roles that provide a piece of knowledge for product or service. For instance, the salespeople may receive the feedback specifically distinct from user experience researchers, customer support experts, and even marketers.
These viewpoints become a vital factor when you opt to build your knowledge management system. Additionally, it may also help identify the best insights to find issues in your blind spot.
Organize your Knowledge Management System
Once your information is appropriately available, you need to organize your knowledge management system. Let us highlight the best practices for you to use when designing and managing planning for the knowledge management system comes into action.
- Chunk articles into a set amount of topic categories (try to stay within 4-6 classes.
- Bifurcate the most frequently-used elements like a search bar, most commonly used articles on the homepage
- Make use of frequent links within article content with related links, images, videos, and training
- Make use of a sidebar displaying additional resources like chat, forums, community, and courses
- Make use of appropriate feedback method to measure the article’s response
- You can use various media like videos, images, and text in your content
Your knowledge management system’s structure ultimately depends on the customers’ expectations to deal with better customer experience and help them achieve their goals.
Based on the user experience research and iteration, you need an information architect, which can easily model the knowledge management system to provide the best solutions. So, to hire such experts, these innovative steps can sort your queries when there is no specific time or resources.
Better Analyzing and Optimizing KMS
The essential fact is that there exists a significant difference between Information Management and knowledge management systems. You just need to keep track of non-intuitive metrics. Remember that this process is not analogous to the landing page measurement as we deal with metrics like leads generation or calculating conversion rate.
As a planning strategy, you need to have a team discussion for achieving the goals and the methods to track them to grab the business’s success to a great extent.
However, the misleading factors can be things like bounce rate or page timing capability. When the user finds the article a bit confusing, they can read and reread the articles repeatedly without receiving any message.
One of the simplest ways is to use a binary feedback form that typically comes at the end of each article, asking about the website’s question.
Timely Updates for your Knowledge Management System
When you operate the KMS in your organization, it is the metrics assets and needs to be aware of the recent trends and problems they face while implementing it. In other words, once you create the appropriate KMS does not mean that your task is complete. Instead, you need to work on the questions that the customers ask when they search for something for the site, thereby enhancing the business performance to a great extent.
The best recommendation is to invest more in self-service and other customer support measures. It will eventually provide the company with more satisfied customers, enhancement in revenue, and minimal support costs.
Knowledge Management (KM) is the systematic approach to manage the organization’s assets to create revenue, minimize the costing factors, and time-saving capabilities. KM includes the knowledge repository where the company invokes the knowledge base management solutions in the specific IT system.
Inside the KM, the organization can easily import various content management systems, support teams, and other metrics that make the knowledge management process great.
Typically, knowledge is available in multiple categories. The following questionnaires identify the knowledge type:
- Cognitive Knowledge – Know What
- Advanced Skill – Know-How
- Systems Understanding – Know Why
- Self Motivation – Care Why
Hope & Hope from Harvard Business School has initiated the knowledge classification:
So, which example of Knowledge Management suits the best for your organization’s needs?
The perfect example of KM is the one that helps the business and individuals gain appropriate knowledge sharing using varied platforms. You can even try other knowledge management system examples based on your company needs, and you can quickly enhance your business strength.
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