As a business, your knowledge management strategy is one of the most important aspects you need to be thinking about. With an optimal knowledge management system, you’ll be able to host all your blog posts, articles, terms and conditions and FAQ pages and your customers will be able to access them all freely and easily.
The problem that has arisen thanks to companies like Google and Amazon who have mastered the art of knowledge management and now can provide us with what we want at the click of a button. This is the same level of access that your customers are going to expect from your business.
So, how can we make things better and provide an optimal user experience? Today, we’re going to explore three key ways you can do this, allowing you to enhance your knowledge management strategy.
1. Create Valuable Content
The first step you need to take is ensuring that the content you’re hosting on your website is of the highest possible quality. However, this doesn’t just mean that you’re providing them with valuable and beneficial information.
It’s all too common to fall into the trap of focusing on the information that you’re providing your customers and users, instead of trying to find a balance that gives your users the best experience while accessing your knowledge.
By giving your customers beneficial, easy-to-access and valuable content, all in an innovative format, you can increase the chances that your customers will be able to self-serve themselves, rather than having to get in touch to ask questions.
By creating this high-quality content, you can also be sure that your customers will be able to find the information they are looking for. This means you’ll need to consider SEO practices and implement keywords throughout your text. So, if a customer wants to know something about your business, they should be able to search it in a search engine, and your page will come up.
When referring to your website, an AI-controlled search feature will enable your website to help your customers to find the content they are looking for, rather than having to stream through piles of data and pages.
To help you create this high level of content, you can use online tools like the ones listed below;
- Grammarix & Academadvisor - You can use these two online tools to check and improve the grammar of your content.
- Grade On Fire - This is a professional copywriting service to help you create converting content, as recommended by the HuffingtonPost.
- Let’s Go and Learn & My Writing Way - These two blogs are full of writing guides you can follow to improve your writing skills.
- Ratedwriting - This is a leading writing community that can help you to improve your skills with the help of professional writers from around the world.
With high-quality and valuable content under your belt, you’ll be able to move onto the next step.
2. Create a Unified Knowledge Base
A unified knowledge base, also referred to as a knowledge-centered service (KCS), is one approach you can take to handling the information and content on your website. This can be applied in several different ways, depending on your business and industry.
For example, if you applied KCS to a customer help desk, the idea is that a customer will be able to ask a question and then it’s resolved by your support team. This answer is then recorded and made accessible to all employees and customers, so it never has to be answered again.
If your business revolves around providing your customers with knowledge and content, handles information (like the example above) or experience repeat questions from your customers, this is something you should be looking into.
By centering your business around the knowledge that you provide and making it easily accessible to everyone who needs it, you’ll be dramatically enhancing your customer experience, and you’ll instantly cut down the number of problems that your business has to deal with.
This can be done easily by creating a help page or database that is connected to your website that customers can access easily to find the answers they are looking for. If not, create one for your customer service team, or other employees, to access whenever they need it, saving time and productivity.
3. Create a Knowledge-Sharing Culture
It’s important to remember that, at the end of the day, people are the most important factor to remember in your business. Sometimes, you’ll have people that know things but will be unwilling to share for various reasons.
However, as a leader in your business, it’s important that you take steps to make sure that you’re creating a knowledge-sharing culture within your business. This is so if one employee has a problem that they need to address, people are proactive and keen to help in any way they can.
One of the most important strategies you can do to implement this is to encourage an ‘ownership attitude’ among your employees. This is where an employee feels like they own the business and are responsible for it, rather than simply coming to work and doing the bare minimum to get by.
This way, employees will realize that they are working together to achieve a common goal, in which communicating and sharing knowledge and data with one another is a great way to assist in this progress.
In one role where I was a team manager for a retail company, we had a warehouse of stock out the back and the shopfloor out the front. I set up 5-6 whiteboards along the wall near the door for people to have the information they needed readily available to them.
This included rotas, overtime schedules, important notices, objectives and targets for that day and the to-do list. This is a very basic form of knowledge management (which dates back over 20 years in my career) but was an effective way to share knowledge to help streamline the daily processes.
This will help to reduce the amount of larger problems while getting most problems solved quickly and efficiently. This process will do wonders for productivity and social culture within your business. When all this comes together, this has a dramatic knock-on effect for your customers since they are able to enjoy a much more streamlined and effective service from your business.
As you can see, there are many beneficial ways that a collective knowledge base can benefit your company. Whether you’re creating a database to improve the way you generally handle day to day operations, focus on connecting and streamlining your departments, or offering a better experience to your customers, implementing a knowledge base is the best way to move forward.
Mary Walton is an editor at Thesis Writing Service. She is a business writer and creates online courses on public speaking. Also, Mary helps recruit new professional writers at Coursework Writing Service website. Mary was always fond of education, that's why she started her blog - Simple Grad (check ThesisHelp.net Review there).