Whether a start-up or an established organization, knowledge management software is an invaluable business asset. However, finding a perfect product among the dozens available in the market is not a walk in the park. Besides highlighting some of the features and capabilities you should consider in ideal knowledge management software for customer support, our buyers’ guide will also offer an in-depth understanding of this state of the art software. In this article, we will cover
- What is knowledge management software for customer support?
- Its advantages relating to customer support
- Essential features to consider when shopping for this business program
- Knowledge Management Software for Customer Support Part 1
- Advantages Relating to Customer Support Part 2
- Essential Features to Consider Part 3
What Is Knowledge Management Software for Customer Support?
Without any jargon, knowledge management software for customer support is a business program perfectly designed to capture and document (in a human-friendly format) responses and concerns frequently raised by customers.
With a user-friendly interface and an impeccable step-by-step cataloging system, this intelligent program streamlines two-way interactions (customer to support agent). It also enables your reps to quickly locate the exact shelf and the precise book when responding to client questions, saving time and greatly improving customer satisfaction.
Some of its most important functions include
- Cataloging data which ensures better collaboration among employees when responding to questions
- Allowing for quick data access thus cutting on the time your agents need to insightfully respond to customer questions
- Functioning as a self-service customer support hub which significantly reduces resolution time
In summary, an intuitive and versatile knowledge management software for customer service makes it easy for your agents to locate precise answers at the right time.
Advantages of Knowledge Management Software for Customer Support
Are you wondering why you should install knowledge management software? To understand why, check out some of the benefits of this intelligent business tool.
Generally, a knowledge management tool for customer support provides precise information in time. By doing so, the program greatly simplifies both the knowledge-seeking and decision-making procedures. Unlike classical methods, with this automated tool, you can drastically reduce the time spent finding information to answer customers’ questions.
Better Customer Interaction
A perfect knowledge management tool for customer support is designed with exquisite collaboration apps that help nurture communication and collaboration between customers and support agents, which ultimately improves communication, thus improving output and satisfaction.
Other Benefits Include
- Improves business efficiency
- Creates a competent support team
- Enhances goodwill
- Provides explicit knowledge
Essential Features to Consider in Knowledge Management Software for Customer Support
When you imagine knowledge management software for customer support, you may think of an old-fashioned model with a chaotic filing system. With the current modernization in the development of business tools, that is not the case. Contemporary knowledge management solutions are flawlessly engineered with refined features to not only streamline interaction between clients and employees but also make the process of data acquisition just a click away.
When choosing a knowledge management system for customer support, here are some of the key features you must consider.
1. Real-Time Reporting System
A knowledge management system for clients designed with robust reporting tools is a game changer for any organization. With hundreds of businesses offering similar services, it is just a matter of opening the next page for a client to find another seller. This means always keeping in touch with your customers is of great value.
Besides analytics, your system should also feature real-time reporting tools. With this vital functionality, you will receive customer inquiries as they come in and respond to them on time. A quick response prevents customers from straying away, turning them into loyal clients.
2. Feedback Collection Functionality
For an amateur entrepreneur, an upward index in the metrics is just enough to send him into relaxation mode thinking that the business is on course. This is the usual way to interpret an upswing, but the reality is that the game does not always end at resolving issues.
To remain on the top of the league, you must dig deeper and figure out the effectiveness of your help. To do this, you want to invest in knowledge management software for customers designed with feedback collecting functionalities. Essentially, your system should have a simple mode of collecting feedback.
For example, after making a call, the system should automatically trigger a popup menu where the customer is asked to comment on the quality of the call.
3. Rich Text Editing and Multimedia
Indeed, customer support goes beyond just words. For you to get your point across and make more sense to your customers, you should present emphasized articles that fully incorporate relevant screenshots and videos.
Ideal knowledge management software for customer support should offer various editing functionalities to enable you to easily import images and embed video snippets into your pieces of knowledge.
4. Multiple Languages
Maybe you are operating locally, and you already handle some global clients. As your organization expands, you will have to serve various clients who don’t understand your native language.
As a serious business person, you can’t afford to lose a single customer just because someone doesn’t speak your language. For this reason, you will need a solution designed with a multiple language help center. This capability helps translate and tag each response with the relevant language that lets employees and customers override the language barrier. This will help you thrive and increase your target customer, consequently increasing sales.
Tip: Consider a tool that supports the most popular languages like English, French, and Spanish.
5. Analytical Capabilities
Knowledge management is a combination of both the quality and effectiveness of your efforts toward solving all the problems your customers raise. An excellent knowledge management software should have robust analytical apps to help you evaluate if you are making an impact or not. This is normally estimated using various business metrics like
- Search results
- Visitor feedback
- Number of times visitors view an article
Other Key Features to Consider Include
- Integration with Google Analytics – this capability supports more advanced reporting
- System customization
- Question and answers section
- Two-way user interface
Ensuring customer satisfaction while supporting your customers is an essential business aspect, and choosing the best knowledge management software for customer support is nothing to argue about. Besides helping you retain clients, this software enables you to intimately relate with your customers, improving your business.