Knowledge Management Blogs

Today’s customers crave seamless self-service experiences. They like to be in the driver’s seat and want services on their terms. That’s precisely why 92% of customers expect brands to provide a self-service portal.  It empowers them to solve problems quickly and conveniently.  The question is, Are your customers receiving the self-service experiences they expect from...

What is the ultimate goal of any business? To sell, earn revenue, and build lasting relationships with customers.  All of this is directly dependent on those in the front line, i.e., your sales soldiers. They fight and fall multiple times to drive customers to the point where they happily want to do business with you....

With the number of customers preferring self-service on a steady rise, businesses have no choice but to meet this expectation to stay afloat and not lose the edge they have in the market.  Creating searchable and structured help manuals and documentation is the only way forward.  However, it’s not as simple as it sounds.  The...

Do you remember the last time you checked in on the HR executives only to find that they are almost always away from their work stations?   That’s the order of the day for HR professionals. Since their work revolves around employees, they are left with no choice but to hustle across the length and breadth...

“There is no substitute for rock-solid customer service. You provide it or you don’t. Period!” Customer service – Do it right, and you can win customers’ hearts, increase sales, and create a positive growth graph for your business.  Going wrong with it can negatively impact your growth.  One of the many things that differentiate excellent...

Video has become one of the most cost-effective ways to promote, train, and support customers. If used the right way, it can both save you money and make you money. – Shep Hyken Video is the new BIG THING. If you aren’t using videos to improve customer experience, you’re probably missing out on a lot...

Spending exorbitantly on conducting offline employee training across various office locations, but is that investment driving satisfaction? Like it or not, but the learning scenario has transformed completely. The approach of offline training that worked some years back is losing relevance today. The reason behind this is the rise of digital learners who are empowered...

Why do you document a process? To ensure its smooth execution, Right?  That’s the core of any documentation. Take IT Documentation, for instance. It comprises step-by-step processes of how to troubleshoot basic as well as complex IT-related issues.  The document’s central objective is to arm your employees with self-help and enable them to  fix technical...

One thing that can give you a definite edge over the competition is the quality of your customer service. Research by Microsoft testifies this pretty well: Image Source: ProProfs To meet these expectations, simply having a powerful customer support team doesn’t suffice, especially during times when your business is going through rapid development or a...

Knowledge management walked in the business ecosystem in the 1990s and since then, its importance has increased manifold.  The knowledge management discipline encompasses capturing or creating, storing, sharing, and managing business information on a cloud platform, and ensuring optimal use of business knowledge to achieve organizational goals.  There are multiple reasons why knowledge management has...