1. Self Help Driven Society
We now live in a “Self Help Driven Society”. What does this mean? Today, the average person who is seeking a solution to a problem will “Google it”. As a result, the answers may lead to your website, this may serve well for SEO purposes, but does your knowledge base offer a FAQ? If all fails, do you offer an online support solution such as a “ticket system”? The key ingredient for your knowledge base is to provide an easy way for readers to navigate to the answers they need.
This also serves well in a development environment for the development team to have access to and to enter information to be included in the corporate knowledge base. Having everyone on the same page serves well when duties may overlap between resources.
2. Treat it as your Training & Support Tool
Training costs money. A Knowledge Base will allow your organize to run efficiently both team wise and financially, thus making it a win-win throughout the organization. When a Knowledge Base is created to deliver best practices or knowledge on products & services that may change, this will ultimately deliver the best results for your team & organization currently and in the long run.
3. Allow it to become your organization’s Repository & Archives directory
We’ve grown use to searchable databases and feed that quest for information. The search for the ultimate answer. Over time your organization will evolve either for the good or bad. But if you take the time to archive your changes, this will allow for future mistakes not to be repeated or pick-up on dormant topics that may have been started or even begin the next step for new ones. The foot print of any organization is driven by the foundations of it’s previous history. Treat your documentation as that, and the new team members can best utilize this information for years to come.
4. How to become the Leader in the Industry
It’s easy for any organization to state “We’re the best in blah blah…”. But when you have a working FAQ or Knowledge Base system, it may not make you the best; but will add value to the perception that you do know what you’re talking about. This will mean less support tickets, less support calls and increased customer satisfaction per each engagement. We’re all looking to come home a hero, the best way to achieve this is through engagement of client satisfaction.
Our team can deliver a “Proof of Concept” package to create and/or update your company’s Knowledge Base system, and just a quick email or phone call gets you started on the right path. Visit us at www.alceatech.com/solutions/knowledgetrack.html to find out more about our FREE Proof of Concept to make sure you get the right system tailored to your company’s workflow.
5. Anytime & Anywhere access 24/7 including holidays
Evolution of the internet has taken us from our desktops to mobile phones and tablets. Just saying that makes any reader feel the age effect of how technology has changed. You’re part of an organization and you’re at clients site and you need a quick fix to your problem or question. You could be an experienced sales person to the CEO of a company. Having access to your companies Knowledge Base at the touch of a screen or at the click of a button, adds a quick answer to your problem or query. Being on the road and traveling various times of the day or night, may offer a challenge to reach a person or a member of your support team. As their focus and mandate is to answer customer inquires. Save the help process and utilize a Knowledge Base that best suits your organizations methodology of business practices.