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Pivotal Things to Look for in a Knowledge Management Platform

Pivotal Things to Look for in a Knowledge Management Platform

Many businesses will testify that retaining existing customers is more challenging than acquiring new ones in the modern world. Especially when everything is done online. If you lose clients consistently, your business will suffer. It will also take a lot longer to reach new heights or maintain your current success rate. Fortunately, a comprehensive, stable, dependable knowledge base platform can help you attain customer satisfaction while boosting employee productivity. It can ensure your customers can quickly identify the information they seek. Thus, effectively solving minor problems by themselves instead of depending on customer support. But, how does one find a suitable knowledge management platform?

Refer to the following points to learn what qualities you should seek in a reliable base to determine if it is the most suitable one for your business.

Excellent speed and backup

Undeniably, customers want quick solutions in the modern technological world. In fact they often abandon sites that take longer than three seconds to load. Invariably, your self-serving clientele knowledge portal should have excellent speed besides high functionality. Remember to deliver content to users as quickly as possible.

Imagine spending endless weeks and months scouring for the perfect content for your base, only to have the entire thing disappear because of a technical glitch or malware. That’s why you should ensure the platform you wish to use has robust security protocols and an enterprise-grade data backup feature.

Fantastic user interface

A reliable knowledge base boosts employee productivity (even remote workers), besides ensuring customer loyalty. It allows you to enjoy more significant revenue as everything works in tandem. It is achievable when the software provides a spectacular user experience that effectively reduces the churn rate.

In other words, you must ensure the content is highly relevant, organized, quickly accessible, and constantly updated. It will prevent folks from jumping ship. They typically do this when encountering slow-loading pages, and poorly organized or irrelevant content. Or, if there are confusing instructions during emergencies.

Search Engine Optimization (SEO)

Categorizing and structuring your articles and other content does not guarantee that users can easily traverse the base. In fact, they may still struggle to find what they are looking for. You can genuinely claim that the software is best when it has a solid search engine feature. The search bar or box is typically the first contact point for most folks.

Invariably, ensure the platform is an integrated engine that delivers results at an incredible speed. Thus, making it easy to traverse thousands of blogs and documentation in the base. When integrating the search engine, remember that many customers expect results after typing in merely two to three keywords or incorrect spelling. Also, some may not be aware of the product names.

Feedback and analytics

A high-quality knowledge management platform must constantly evolve to ensure the documentation is updated. Thus, keeping it relevant in all changing conditions. One way to guarantee the portal is comprehensive is to ask your customers for feedback on how they would like to see it changed or improved. You can ask them to rate articles, fill in brochures, and other interactive forms that help you understand their expectations.

Furthermore, rich analytics help you identify low-performing articles that earn many dislikes. This is causing users to leave without finding what they seek. Therefore, this enables you to make the essential changes, replacing poor content with high-quality, relevant ones that will bring the necessary change in the base.

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