In 2022, knowledge management systems are no longer nice to have. It’s a necessity for any company working with a sizable customer base.
There are many ways to define a knowledge management system. However, all of them have a few things in common. At its core, a knowledge management system is a repository of resources that come in handy when dealing with difficult tasks.
What to look for in a knowledge management system?
The first thing to look for in knowledge management software is accessibility. Your knowledge management system should make it easier to access information when and how you need it. If it doesn’t accomplish this basic task, you are better off switching to another platform.
Having said that, it’s not the only thing you need to look for in a knowledge management tool. Here are some other things to ensure in a knowledge management system.
Deep index search
Perhaps the most important element of a strong knowledge base is an effective search function. Even though many systems include folders, users might not be aware of how the data has been arranged within the directories. That makes it difficult to identify what you’re searching for without a bit of a struggle.
The primary purpose of deep indexing is to have faster access to the relevant resource. It helps them find files even if they do not know their exact name or location.
As a company grows and the number of content increases, user-friendly browsing experiences that resemble those provided by Google are very useful. Users will access the data they require more quickly if search results are more consistent.
Every person has a different way of dealing with stressful situations. For some, reducing the amount of information they have to deal with is an effective strategy. If a knowledge management platform is not customizable, you would not be able to tweak it as you want. With time, that makes it all the more difficult to deal with stressful situations.
Make sure that your knowledge management system is customizable in every aspect. That allows you to design it in a way that makes it easier to work with. In turn, it increases productivity in every aspect of work. With so many options to choose from, there’s no reason for you to go with a knowledge management system that is not customizable.
Cross categorization of content
Sometimes we come across problems that do not have a straightforward answer. In such cases, we need to rummage through different folders, files, and directories and merge the information from every end. That requires interoperability within the knowledge management system.
Having this feature is important for every company. It comes in handy during both sales and customer support calls. Without this feature, you would be wasting a lot of time finding answers to questions.
Cross categorization and cross accessibility are two crucial features to have in a knowledge management system to make the most of it.
Multiple Methods for Identifying and Sorting Users
The most effective knowledge management systems provide users with the option to add extensions to their profiles. This enables administrators to classify people however they see fit. This functionality is frequently used to divide users into teams or regions. To make it easy for all users to see who is generating the content, some knowledge management systems also let you code users according to a section you’ve specified.
You can design reports that are tailored to your requirements by combining robust reporting outputs with the form fields. You can, for instance, group member involvement by unit or conduct individual reports for a specific work location.
Integrating email or chat seamlessly
Switching between different modes of communication wastes a lot of time and can even cost you potential customers. Additionally, these delays and disruptions can mount up in terms of revenue.
Some knowledge management systems enable you to provide feedback or respond to inquiries by simply replying to the messages or emails notification regarding the subject. By doing so, users can continue to interact with company information and offer feedback without having to navigate between screens or browser pages. Being able to integrate emails and chats is important in any knowledge management tool.
Data-drive report creation
It’s a necessary feature for every knowledge management system to have reporting capabilities. Without data-driven insights, you have no way to take your business forward. While most knowledge management platforms offer some form of data reporting, it may not always be enough.
Data is essential for any business, but what’s more important is structuring that data. If your knowledge management system provides professional reporting services as an add-on, opting for it can be very beneficial. The more detailed and informative your reports are, the more effective your knowledge management system is.
Scalability refers to the ability to take an increasing load as your business expands. If you are running a small business, you may see a sudden surge in sales in one odd month. The problem is that you cannot switch to a different knowledge management system for one month and then switch back.
That’s where scalability comes into play. When you choose a scalable knowledge management platform, it allows you to scale up and down whenever you need to. If your knowledge management system is not scalable, you will have a very difficult time in busy months.
Cost is always an important factor when choosing a knowledge management system. Depending on what your requirements are, you can choose from cost-effective options if they satisfy those requirements. But if they don’t, you are better off going for a more expensive knowledge management system. The revenue generated with its assistance will pay off the initial or recurring investment.
There are several knowledge management systems to choose from, but they differ greatly in terms of features and functionalities. Go for a tool that addresses the gaps you see in your business. We hope this guide will help you make an informed decision about the selection.