What is the main objective of knowledge management?

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It improves the customer experience , providing them with various methods of accessing the information they require to attend to their needs and problems. Instead of relying on an agent to reach any solution, the consumer has self-service tools with which they can take charge of their affairs. 3 examples of knowledge management software 1. Help Center Studies show that 81 % of customers try to resolve any problem or situation themselves before turning to a service agent . To address this reality, help desk software emerges , which is nothing more than an intelligent knowledge base that customers can turn to at all times. With the help center, customers can experience the value of self-service and get the information they need on their own on the company's website or app.

It's a convenient implementation because agents are provided with team publishing tools , which allow them to build the knowledge base and share posts with answers to frequently asked questions from consumers. Discover 6 tips for creating an effective help center . 2. Community forum Another very practical knowledge management tool is the community forum , a place where a company's customers can discuss various topics related to your Phone Number List business and help each other solve their needs and problems. The community forum allows the creation of a community knowledge base, where users are the ones who build it among themselves and customer service agents can also participate. Some of its benefits are: you take advantage of everyone's knowledge and make sure your information base reflects what customers really care about.

The community aspect of your company is reinforced, since customers can help each other and interact with each other and with you at any time; you help your consumers to feel part of the brand construction, since they can do their bit to help others and clarify aspects of your products or services. The community forum also helps increase the engagement of a company. In fact, in a LinkedIn survey , 66% of those surveyed stated that they love online communities because they give them a space to connect with other people around similar interests . Therefore, this is an essential tool to build your knowledge base and reinforce the brand loyalty of your consumers. You might be interested in: Cultivate a community to offer a better customer experience . 3. Chatbot with Artificial Intelligence Chatbots are programs in charge of providing customer service 24/7.