When you think of a knowledge management system, you might think of the old outdated file systems of the 90s. But that’s definitely not your only option anymore. Modern knowledge management systems like Freshdesk are designed to be easy for global teams to use.
They offer features that make it easy to customize the look of your knowledge base, and improve your content over time. Let’s take a closer look at some of the key features:
Multimedia And Rich Text Editing
Knowledge includes more than words. To make yourself understood, it’s almost always helpful to include screenshots, videos, and rich text – such as bold and italics , for emphasis. Knowledge management software should allow the user to edit rich text and manage files with ease, instead of making you want to pull your hair out. For example, is it easy to import images and change their size? What kind of tools can you build in to display videos or code snippets?
If you operate globally, or in various parts of the world, you probably need to offer content in multiple languages in your help center. A knowledge management system supports articles in multiple languages and helps manage the flow of translations.
Tagging articles in the right language will ensure that each visitor feels that you are speaking in their language.
Reports And Statistics
To truly manage knowledge, you need to be able to measure the quality and efficiency of your efforts. That’s why reporting and statistics are such essential features in any knowledge management system.
Look For A System That Offers Robust Reporting On Documentation, Including:
Number of views per article
Integration with Google Analytics for more advanced reporting
Being able to report on how many people are visiting your knowledge base per week and per month, and whether they are finding what they need, will help you identify priorities for improvement. Detailed statistics can also help you show the return on investment of any project in the area based on ticket deflection.
Just because an article attracts a lot of visitors doesn’t mean it’s particularly effective in solving a problem. Collecting user feedback in your knowledge base is a simple way to know when your articles are useful and provide the answers customers are looking for.
For example, Freshdesk articles provide an option for readers to vote Yes or No to the question “Did you find this helpful?” at the end of each article. If they choose No, they have the option to fill out a free feedback form on what could be improved.
For documentarians, this information is extremely valuable because it helps them to make their work more focused. If multiple customers report that an article isn’t useful, it’s probably time to update it.
Especially if you’re just starting out, everyone on your team can be involved in writing and contributing to your knowledge base. But that doesn’t mean that everyone needs permission to publish or update public articles. Having an editorial process means you won’t have poorly written articles or misinformation publicly available.
Look for a knowledge management system that offers fine-tuned permission controls. They should allow agents to write articles and offer help, but limit publishing permission to only people you trust to do the final review.
Not all organizational information must be fully available to the public. There are several reasons why you might want to restrict certain articles to certain types of audiences:
Different service plan/subscription types offer different features
Managers may have articles on internal processes other than agents
Logged in users may be able to see more than anonymous visitors
With a knowledge management system, you have full control over who can see each article, section or article category.
Keeping the same branding across all of your online assets (like your website, product and help desk) helps you build a trusting relationship with your users because they can recognize who they are dealing with. Being able to customize your knowledge management system to look as unique as your company allows your documentation to shine.
A modern CMS will allow you to incorporate your branding, logos and color palette to customize exactly what your customers see when they access your support portal.
Knowledge Management Systems In Multiple Languages
Growing Globally? You’ll need to be available in more than just one language – and your knowledge management system needs to support that.
A multi-language support system doesn’t just push all the “other” languages into a different category on its main English site. Instead, it offers each visitor a bespoke experience in the language of their choice, allowing them to feel as if they are visiting a local business website.
Keep Translations Up To Date
Write content once, then automatically inform your localization teams that there is new content ready to be translated. Rather than having your Spanish, French and Arabic teams write their own content, choose one language to be your only original source and update all translations accordingly.
A multilingual knowledge management system will flag which articles still need to be translated and help your team manage the update workflow. Give each geographic region the best support experience!
Set Default Languages
When customers first visit your help center, they should be greeted in the language they understand. Modern browsers track language preferences and a knowledge management system can use them to set the correct language as the default automatically.
But if you want every customer to see a main English site, it might be wise to set default languages and avoid having customers expect to communicate in a language you don’t fully offer.
Knowledge Management For Small And Large Companies
If you are a small business, you may think that you do not have enough knowledge to invest in a management system. But small businesses benefit equally from using a CMS. Providing a way for customers to help each other is even more important because your team doesn’t always have a lot of extra time – and scaling as you grow is important.
For large companies, effective knowledge management has exponential returns as the number of customers who will receive help increases – but maintaining and expanding your knowledge base takes a lot more effort. In the following table, we will analyze some of the biggest differences between the SGC for small companies and for large companies.