What is knowledge sharing?
Knowledge sharing—or otherwise known as knowledge management—refers to the tools, processes, and systems used to share and store information within an organization and externally with customers or partners. That knowledge includes expertise that would otherwise remain locked inside the head of a subject matter expert (SME), training documents, industry research, and any other information that would help your organization work more efficiently and serve its customers better. That's where Zendesk Guide comes in.
Often embedded in other knowledge management systems, an LMS manages employee training and the education process. Organizations will often use an LMS for sharing online training modules and other job-related resources, such as documents about the company culture and efforts to shape employee behavior. These systems are often used to create courses that educate users about important compliance issues in their industry. They can also be valuable repositories of SME knowledge, providing access to information that can improve how a company’s employees work.
An internal knowledge base is a good way to share important information with employees that shouldn't be accessible by the public--for example, commuter benefits and human resources policies. By centralizing information for your employees, you will increase productivity and reduce the number of demands placed on your HR team.
A knowledge base also gives agents a powerful tool for researching how customer issues were handled previously by documenting common (and uncommon) problems and their solutions, meaning your teams can use the system to help customers faster.
With Guide you can also create an IT knowledge base (aka an IT support knowledge base) that stores and distributes information about technical support, giving employees (and sometimes customers) the ability to solve an issue through self-service rather than reaching out to one of your busy IT workers. Password protocols, software licenses, and instructions for wi-fi access are all common topics for IT knowledge bases. Ideally these systems feature content that is easy-to-read, addresses common problems, and exchanges data with your ticketing system and internal social networks. An easy-to-use tool like Guide encourages members of your employee community to add and edit content.
In addition, Guide supports more than 40 languages, giving you the ability to publish a multi-lingual self-service options for your customers all over the world. In the event your customers don't find what they need in your self-service option, they will be able to contact you through a web form. That form can include intelligent help center answers that might deflect tickets or gather helpful context for your agents.
Community is designed to encourage sharing, and the intuitive contributor tools ensure that content stays relevant. When a contributor creates a post, Community scans through content to find similar posts, which makes it easier to discover existing solutions and avoid duplicate information. The easy-to-use WYSIWYG editor makes it simple to format and post comments.
Because the forums are built directly into Guide, your agents will be able to view user activity and even escalate posts into tickets.
Customer portal software
A customer request portal allows a user to track activities that matter to them: the status of support requests, review updates to the knowledge base or forum posts, and track content they are following. Your users will be able to search previous interactions or tickets and find answers to questions they've already asked, saving your team time responding to repetitive queries.
The customer portal can be customized to fit your brand--add a logo, use a custom theme, and deliver a seamless experience by using your own domain and single sign-on functionality.
Customers will also be able to create new requests on the Zendesk client portal. Pick and choose which fields a customer needs to complete so support agents have the context they need when resolving a request.
Guide's customer portal also supports shared organizations, which means better visibility: members can see each other's requests and increase transparency when the customer is more than one person.
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Creating knowledge sharing solutions are just like building software for help centers for your customers. Kill two birds with one stone and learn how to do both.