Service desk software can provide significant benefits for many businesses. It includes multiple features that can help to increase productivity, cut costs, and help your business to grow.
One of the most important features of service desk software is knowledge management. So how does proper knowledge management help your business, and how should you go about implementing it correctly?
Benefits of Knowledge Management
There are many excellent benefits of using knowledge management in your business. One of the main benefits is that it speeds things up for both helpdesk support agents and end users so that problems are resolved faster and more comprehensively.
In addition, it increases staff productivity, helps you to cut costs, improves customer satisfaction levels, and provides a better experience for your employees, helping to improve staff retention rates.
Overall, all of these benefits can help your business to grow, making knowledge management an important consideration for any business.
How to Improve Your Knowledge Management
Knowledge management comprises many areas, and one of the best ways to take full advantage of it is to use specialist help desk software that includes knowledge management features.
Here are some of the best ways to get more from knowledge management in your business.
Centralize Your Knowledge
One of the first things you need to do is collect your knowledge and place it into one location. Knowledge might exist in various places, including emails, comments, tickets, and individual employees. Your goal should be to aggregate it into a repository.
This provides a place for it to grow and become more detailed, and it makes it faster for agents to find the solutions they need and to make better decisions.
Make Ease of Use a Priority
It’s no use having a repository of knowledge if it is difficult to use, so make sure you prioritize ease of use. User friendliness should be one of your main concerns so that anyone can easily find the information that they are looking for when they need them.
Allow End Users to Search Your Knowledge Base
A detailed and user-friendly repository of knowledge will help your team find the information they need faster. But make sure you also create a knowledge base that can be accessed by your end users.
A knowledge base comprising detailed answers to the most common questions is a common feature of helpdesk software. End users can type in their question and instantly get access to the most suitable answers.
It’s faster and more convenient for them, and it also helps to reduce pressure on your helpdesk agents. This then frees them up to focus on more complex issues and be more productive, so it’s a win-win situation.
Make Time to Create Content
Of course, to have a detailed knowledge base, you have to set aside time to create the content in the first place. Content creation takes time, so you should set up a system whereby your team can collect knowledge and then convert it into content that can be added to your knowledge base.
Make knowledge management a regular part of the job for them, even a daily activity. This might mean changing the company culture to encourage greater collaboration.
Constantly Update Your Knowledge Base
As well as collecting information to add to your knowledge base, make sure that information is updated regularly. When something changes, update it. When new information needs to be added, make it easy to do so.
Allow agents to make edits to articles when they use them if they notice that information needs updating. This can also ensure that new agents get access to all of the most up-to-date information as soon as they start.
To increase this, you could incentivize adding contributions, perhaps by having a top contributor award each month.
Use Incident Reports
You can also collect incident reports. When incidents happen regularly, you can store these so that in the future your team will have quick access to how to resolve them. This can save time for everyone, so try to make this an automatic process.
Use Feedback to Improve the Knowledge Base
You can also improve your knowledge base by collecting feedback from customers. Ask them for their comments and then use this to improve your knowledge base. Provide them with exactly what they want, and increase customer satisfaction rates.
Improve Your Knowledge Management
Knowledge management is an important part of providing a better customer experience and making the job easier for your support agents. Try to foster a culture of collaboration in your business and start building your knowledge base, and use specialist software to help you get the most from your knowledge management efforts.