Knowledge Management Tools for efficient support and self-service

Knowledge Management Tools are the building blocks for a centralized information-sharing hub. Organizations use Knowledge Management Systems (also known as KMS) to manage, store and organize the information that needs to be shared both internally and externally.

Deskpro's Help Center Software is created to make Knowledge Management simple. You can develop a rich knowledge base to build a platform for information to be transferred from person to person with ease.

Effective content management requires organizational tools, such as templates, crm and integrations to help organizations make the correct business decisions.

What are the benefits of using a Knowledge Management Tool?

Using a Knowledge Management System helps to consolidate all the essential information that matters to your organization or that you need to communicate to your users. It provides an easy centralized source of information for document management and knowledge sharing, that anyone can go to for answers to pressing questions.

By creating a transparent sharing culture with regard to the sharing of information, you create a platform that can provide a single source of truth for employees and users alike.

1. Make your FAQs easy to locate

You want your customers to be able to locate FAQs as easily as possible, highlighting them on your Help Center Platform to make it simple for your customers to self-serve from all of the support content on your portal. Streamline your customer relationship management, with a repository storing different types of knowledge.

2. Use different media to make your support content intuitive

Adding different types of media to your different types of content can help in a few different ways. Firstly, it can help keep your users engaged with the content they are looking at. Secondly, it can make your instructional content easier to understand by contextualizing the information provided with diagrams, videos, and audio.

Deskpro lets you add screenshots, videos, links, and more to your support content. So you can give a clear outline of your product or service to make it as understandable as possible.

3. Review and update your content regularly

To provide a first-class information hub using knowledge base software and information hub, you can't just create content and leave it to stagnate. To operate an exceptional knowledge system it must be by its nature dynamic for your stakeholders. Deskpro provides you with a full reporting system so customer data and analytics can be understood and used to help improve your overall customer experience.

You have to regularly review content for several reasons and best practices, including:

• To keep it up to date with any changes that occur for your products, or services.
• To improve content based on feedback from your users, i.e., if there's a particular piece of content that isn't particularly helpful, you can use their feedback to add clarity.
• To ensure you aren't maintaining information for an outdated or discontinued product.

4. Take advantage of searching capabilities

At its core, you need a content management system where content is easily accessible. So with search bar functionality, you can ensure that your support content is easy to find.

Deskpro's Help Center search filters content by keywords and search terms that you can attribute to content, making sure that users find exactly what they came for. Users don't want to search through lots of pointless articles, they want the answer they need right away.