Tips to Manage knowledge & Information
With markets changing, products evolving and client loyalty being so fickle (they have so many choices now) it is very important that you are able to put your finger on the pulse of of what makes your client tick, and why they would want to purchase from you . . . at a given moment in time.
You therefore need to share and access information with the right person, at the right time, or else you will lose business opportunities to someone who can. Customer Relationship Management software is the only solution that can help your business communicate with prospects or customers properly. For any CRM or Knowledge application, the primary goal is to enable an organization to understand client needs and behaviour and respond at the time they are ready to engage with you, or make a purchase.
WHAT TO THINK ABOUT WHEN CHOOSING A KNOWLEDGE MANAGER
You typically get 3 types of CRM . . . Operational CRM . . . Analytical CRM . . . Collaborative CRM, but more importantly you need to decide what your specific business needs in terms of how you make use of the data, what are your budget constraints . . . and what sort of interaction is important to the type of clients you do business with.
Locate, capture & share information from any location
Lets you share information from your website or Intranet with an enterprise-grade knowledge base, and eliminates time wasting searching for information across disparate systems such as shared folders and paper documents. You can improve staff productivity and customer support by making information easily available across the enterprise from any location.
Reduce in-bound customer support
With a web-based self help interface the customer can find answers to their own problems instead of submitting emails or calling your support department. Your knowledge base can also be integrated into your contact/support forms to provide instant answers to customer’s questions as they type, reducing support even further. A live chat option can also be available should they not be able to find their answers easily.
Completely web based systemCategorise info. by area, product etcBuilt in feedback loops to improve staff knowledge from customer inputCustomers can store own favourites listPopular search terms make it easy to find help fastActive Response System integrates into any website formCustomers can easily search knowledge items and attachments (Microsoft Office and PDF)RSS feeds allow customers to instantly see new knowledge itemsGlossary of terms to define technical words for customers
Share company documents and procedures
Whether your staff are in one physical location or one hundred, a CRM with a built in Knowledge Manager makes it easy for them to share, search, rate and print company documents, procedures and more. Forget email or network file servers – now everyone has access to the same single version of a document from the same location.
Access through any pc with a web browserCategories can be password protected and restrictedBuilt-in feedback loops help your staff improve knowledgeRevisions are created and saved automatically when an item is updatedPopular search terms make it easy to find help fastGroup-based permissions and accessIntegration with LDAP for single sign on (SSO) supportPublishing workflow for granular control over contentFast, accurate searching and indexing of content and attachmentCustomisable with your company logo and color scheme
Eliminate staff training time
By providing new staff members with a list of company-wide policies, procedures and how-to guides to read in your knowledge base, they can be up and running quicker. You reduce staff training time significantly and give new staff members a “hands on” approach to learning. And everyone is singing from the same hymn sheet.
Upload company procedures and docs which are instantly indexed and searchable
Categories can be password protected and restricted
Built-in feedback loops help your managers improve training material over time
Integration with LDAP for single sign on (SSO) support
Popular search terms make it easy to find help fast
Knowledge items can be printed or exported to Adobe PDF format for saving
Assign related knowledge items for further reading/self-traininG
Limit users to categories such as Sales, HR or Development only
Customizable with your company logo and color scheme
Contact Janice for further discussion around CRM and Knowledge based systems