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What are the best customer service knowledge management tools to improve team efficiency?

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Customer service knowledge management tools are software applications that help you create, organize, and share information with your team and customers. They can improve your team efficiency by reducing the time and effort needed to answer common questions, solve problems, and provide consistent service. In this article, you will learn about the benefits and features of some of the best customer service knowledge management tools available.

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1 Benefits of knowledge management tools

Knowledge management tools can help you achieve several benefits for your customer service operations, such as enhancing customer satisfaction and loyalty through fast and accurate responses, improving team productivity and collaboration through easy access and updates of information, reducing costs and errors through minimizing repetitive tasks, manual processes, and external resources, and boosting innovation and learning by capturing and analyzing feedback, insights, and best practices.

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Dawdu Mahama-Amantanah

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In my experience, knowledge management tools play a crucial role in organizational knowledge, enhancing efficiency, and fostering an environment of continuous improvement and innovation. Organizations with effective knowledge management practices can gain a competitive edge over those customer service operations that do not utilize them.

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Evan Williams

Technical Support Specialist | Technical Understanding | SAAS Support
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In my experiences, embracing knowledge management tools has been transformative for customer service operations. The benefits are multifaceted, ranging from elevating customer satisfaction and loyalty through swift and accurate responses to enhancing team productivity and collaboration with seamless information access and updates. Notably, these tools contribute to cost reduction and error minimization by streamlining repetitive tasks and manual processes. Additionally, they serve as catalysts for innovation and learning, capturing valuable feedback, insights, and best practices. The holistic impact of knowledge management tools is integral, fostering a dynamic and efficient customer service ecosystem.

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Hanna Savarin

Head of Marketing @Mayday | ex-PlayPlay | Relation Client | Knowledge Management | SaaS B2B
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Un conseiller client passe 20% de son temps de travail à chercher de l'information. En facilitant l'accès à la connaissance, l'adoption d'un outil de gestion des connaissances lui permet d'être plus productif et de passer plus de temps de qualité avec le client. L'utilisation d'un outil de knowledge management permet aussi de réduire nettement la durée d'onboarding des nouveaux conseillers et de garantir une montée en compétences plus rapide. Les clients de Mayday ont par exemple réduit de 48% le temps de formation.

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Tayo Adegboyega

Customer Relationship Manager
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Various customer service knowledge management tools, including Zendesk Guide, Freshdesk, Confluence by Atlassian, ServiceNow Knowledge Management, and others, offer centralized platforms for creating, organizing, and sharing information to enhance team efficiency.

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2 Features of knowledge management tools

When selecting a knowledge management tool, it is important to look for a user-friendly interface that allows you to easily create, edit, and publish content. Additionally, the tool should have a search engine that can help you find relevant information using keywords, filters, or natural language queries. It should also have a categorization system to organize and structure content into topics, categories, or tags. A collaboration system with features such as comments, ratings, reviews, or feedback forms is also beneficial. Lastly, the security system should allow you to protect and control your content with permissions, roles, or encryption.

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Hanna Savarin

Head of Marketing @Mayday | ex-PlayPlay | Relation Client | Knowledge Management | SaaS B2B
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L'intelligence artificielle est un incontournable d'un outil de gestion des connaissances, à la fois pour faciliter la création de la connaissance, simplifier son pilotage et accélérer l'accès pour les conseillers et les clients. La solution doit aussi intégrer un système de gestion du cycle de vie de la connaissance, notamment des rappels automatiques d'obsolscence, pour en améliorer la pérennité

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3 Examples of knowledge management tools

There are many knowledge management tools available in the market, each with its own advantages and disadvantages. For example, Zendesk Guide is a cloud-based tool that integrates with Zendesk's customer service platform, enabling you to create and manage a help center, a community forum, and an AI-powered chatbot. Freshdesk Knowledge Base is another cloud-based tool that integrates with Freshdesk's customer service platform, allowing you to create and manage a help center, a FAQ page, and a chatbot. Additionally, Helpjuice is a cloud-based tool that specializes in creating and managing knowledge bases, allowing for customization of design, analytics, and workflows. Lastly, Document360 is a cloud-based tool that specializes in creating and managing documentation with features such as versioning, backup, and markdown editor.

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Hanna Savarin

Head of Marketing @Mayday | ex-PlayPlay | Relation Client | Knowledge Management | SaaS B2B
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Certains outils de CCaS intègrent une brique knowledge management qui convient aux plus petites entreprises. Néanmoins, ces outils ne proposent pas des fonctionnalités clés mentionnées plus haut, comme l'envoi de notifications suivies, les analytics avancés, la collecte des feedbacks, la gestion approfondie des utilisateurs ou la gestion de l'obsolescence des contenus. Dès trente collaborateurs dans le service client, sollicitez les experts du knowledge management, comme Mayday.

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4 How to choose the best knowledge management tool

When selecting the best knowledge management tool for your customer service operations, you should consider several factors such as your goals and objectives, budget and resources, team and customers, and existing systems and processes. Ask yourself what you are trying to achieve with the tool, how you will measure its success, how much you can afford to spend on it, how much time and effort you can invest in its implementation and maintenance, how many users will access it, their preferences and expectations, and how it will integrate with other customer service software and tools. Additionally, think about how the tool will align with your current workflows and policies.

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5 How to use the best knowledge management tool

When selecting the best knowledge management tool for your customer service operations, you should take a strategic and systematic approach. This includes planning and designing the content, such as what type of content to create and publish, how to structure and organize it, and how to ensure its quality and relevance. Implementing and launching your tool requires installation and configuration, as well as training and support for your team and customers. Additionally, you should consider how to maintain and improve your tool by updating and managing the content, monitoring performance, collecting feedback, and acting on suggestions.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best customer service knowledge management tools to improve team efficiency?

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3

4

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6

1 Benefits of knowledge management tools

2 Features of knowledge management tools

3 Examples of knowledge management tools

4 How to choose the best knowledge management tool

5 How to use the best knowledge management tool

6 Here’s what else to consider

Customer Service Operations

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What are the best customer service knowledge management tools to improve team efficiency?

1

2

3

4

5

6

1 Benefits of knowledge management tools

2 Features of knowledge management tools

3 Examples of knowledge management tools

4 How to choose the best knowledge management tool

5 How to use the best knowledge management tool

6 Here’s what else to consider

Customer Service Operations

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