Knowledge Management Blogs

There are billions of products on the market screaming for users’ attention and striving to make their own unique mark.  While most products promise to sweep users off their feet, only a handful are able to fulfill these promises. What’s important to note here is that despite brilliant features and functions, a product can fail,...

ServiceNow is inarguably one of the most popular names in IT Service Management (ITSM).  However, popularity is far from being the only criteria for the usability of a software solution. While ServiceNow has ranked as a top ITSM solution for years, it fails to meet expectations in several areas due to various shortcomings, such as...

Do you often find your support staff struggling with the horrifying number of calls for trivial issues every single day? And does this turn agents too flustered and stressed out to focus on critical customer concerns that require their undivided attention?  Imagine answering the question – “Where is my order and why is it getting...

Welcome to the world of knowledge management!  They say knowledge is power, but without proper management, it can become a burden.  Picture this: your company’s valuable information is scattered across emails, Word docs, and Google Drive and is growing exponentially as your business expands. Forget about leveraging this information for business growth, employees even struggle...

Zoho Wiki is an excellent knowledge base software that has been around for a long time. It offers a variety of features that help you document knowledge and make it easily accessible for employees. Despite being a popular tool, Zoho Wiki comes with its set of shortcomings. For instance, the tool doesn’t offer a built-in...

Successful businesses have one thing in common – they know how to optimally capture, retain, and utilize employees’ knowledge to achieve transformational growth.  While tacit knowledge held by employees is difficult to capture, explicit knowledge can be effortlessly recorded, documented, and shared. This knowledge exists in multiple formats such as manuals, books, how-to videos, knowledge...

Take products in any industry, and you will find they are almost identical, with just a few minor differences.  With such similar products, convincing customers that your product offers unparalleled value and can help them solve real problems is an uphill battle. Such convincing demands more than just customer service skills or shiny marketing campaigns....

The employee onboarding process is crucial for new hires to get familiar with their new role and company culture.  According to a study by Glassdoor, a positive onboarding experience can increase employee retention by 82%. However, onboarding can be a complex process with various paperwork, training sessions, and administrative tasks. This is where employee onboarding...