The larger an organization becomes, the more important it is for it to ensure speedy communication between its employees. A customer service representative, for example, is going to need to be able to access information at a moment’s notice. After all, making an informed decision is one of the cornerstones of good quality customer service. A great way to make information readily available to all of your customer service representatives is to use a knowledge base software such as the one offered by Kayako. However, you might be wondering what a knowledge base software is in the first place.
A knowledge base is essentially a hub of information. It is a place where an employee of your company can put all of their findings and data in a way that would make it very easy to access. All it would take is a line of text and all of the information relevant to your search query is going to end up being presented to you. A knowledge base can also be used by CSRs to get their questions answered quickly without having to get up from their seat. There are clearly a lot of benefits associated with using a knowledge base. Here are some of the most prominent benefits that we have found.
#1 Boosts Efficiency at Work
If your employee has to scramble every time they need something, they are going to end up wasting a lot of time. Having instant access to the information they need can allow them to cut down on response and resolution times. This time will add up eventually until your employees are saving so much time that the number of customers they are able to serve will end up increasing significantly. A more convenient way of storing information also helps make work more dynamic. If your employee doesn’t have to scroll through endless lines of bland data, they are going to be more energized and therefore more proactive about the job that they are doing. It’s all about making life easier for your employees after all.
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#2 Facilitates Employee Cooperation
One of the most important things to work on in your company is making sure that all of your employees are working together. This creates a sense of synergy that can allow your company to move forward because all of the cogs in the machine will be working in perfect harmony with one another. A knowledge base software allows your employees to communicate with each other much more efficiently. Instead of having to get up and go to where their fellow employee is to ask a question, they can just do that through the knowledge base software. Since cooperating and collaborating with their fellow employees will have become so much easier, your CSRs are probably going to end up doing it a lot more often which will definitely contribute to an overall feeling of synergy in your workplace.
#3 Helps Preserve Knowledge
Not all of your employees are going to treat your company as a lifelong employment opportunity. Everyone wants to move up in the world, and for the current generation working for too long in the same place can end up being a boring experience, so you should expect a lot of your employees to move on to greener pastures eventually. However, just because you are losing an employee does not mean that you have to lose the work that they have done. Through a knowledge base software, you can keep your employee’s contribution to your IP secure and easily accessible for all future employees.
#4 Allows Employees to Work Remotely
We live in a day and age where coming to the office is no longer a requirement in order to be a good employee. Nowadays you can work from pretty much anywhere and do a fine job. A knowledge base software can allow your employees to work remotely. It also makes it possible for satellite employees to communicate with one another, sometimes despite never having met each other! This can really improve your prospects by hiring employees that might have seemed impractical before due to how far away that employee is from your office.
#5 Improves Customer Satisfaction
Needless to say, a knowledge base software is going to really improve how your customers feel after they have phoned in with a complaint. Faster response and resolution times mean that your customers will be pleasantly surprised by how quickly they can get done with the call or chat. This is going to keep adding up over time until your company has a stellar reputation for the customer service that it provides. A knowledge base software can thus contribute a lot towards making your company’s future a lot more secure than it might be right now.