Knowledge Management for effective CRM

Knowledge management refers to organizing and controlling of data meant to help and guide people involved in various processes with the systems in the organization and end-users to ensure that efficiency of work is maintained. The actual knowledge management includes software knowledge acquisition, creation, refinement, storage, transfer, sharing, and utilization. A company should maintain this set of assets, develop methodologies to access it and systems to support them, and motivate people to participate and use them.

Knowledge management covers the “know what,” “know how” and “know why” aspect of your software. It reduces the burden of representatives while answering the queries of customer and for the end-user as well as he can get the solution with available articles. Embedding knowledge support database in your software and customer apps has significantly improved CRM and employee effectiveness.

iTouchVision’s software for CRM across multiple sectors includes a wide range of knowledge-base articles which can be managed by the organization itself as per their requirement. A well-designed module with the categorization of articles and organized sections from various information systems make it a great approach. Let us take a tour of this concept-

Knowledge Management

Employees

Imagine a confused customer calls up a company’s support service to understand how to select a category of his ticket and add notes to his request. The agent receives the call and tries to get him a solution while putting him on hold; the customer on the other end feels better to disconnect rather than waiting for ages. It definitely is a big loss, just because of the delay faced, isn’t it? As a solution to avoid any such problems and empower your agents, iTouchVision integrates a knowledge management database that contains quick answers to all common questions. In the above scenario, the employee agent could easily fetch an answer in seconds whilst taking details from the customer which would have ultimately resulted in a happy customer.

Customers

Self-help is the best way to retain customers. Be it a software or a mobile application, it should support a wide knowledge base with answers to knowledge levels for end-user which will eventually encourage him to stick to it. A customer having a query to set relationship or check the ticket status can go through the articles and get the “know-how” “know-what” answers. Facilitating the end-user with self-service capabilities using knowledge articles makes them trust the software and get used to it. An end -user having access to a knowledge base that explains basic things or documents the flow is an asset. For matters of mind as well, getting a quick response instigates a positive relationship.

A company as per its product can formulate its knowledge management articles comprising the usage of software, processes involved, common queries or technical guidance for the employees using it. For our client companies, we have a rich knowledge base into their systems that reduces the number of calls and helps the staff to be expert with the software.

The system provides support to add documents, videos and text in the knowledge base for the best end-user experience.

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Interested to benefit from the strategic implications of implementing knowledge management systems? Contact us for a free demo or share your thoughts on Facebook, Twitter, Google plus, and LinkedIn.

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iTouchVision is one of the world's leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.