Most companies know their employees spend too much time looking for the right piece of information or answer across different sources. However, some of them don’t fully grasp the magnitude of the issue, and even many of those who do, don’t really know how to spark change.
The majority of businesses, if they weren’t founded just recently, have tons of legacy data, some of them stored in obsolete formats and difficult to access for customers and employees to see.
However, the increasing awareness about the issue has started to raise questions among management. Using proper knowledge management tools will certainly make information more accessible to both customers and employees, improving overall employee performance and cutting costs.
At Inbenta, we’ve been helping businesses centralize their knowledge and know-how and simplify information management and updates for over a decade. Even after all these years, we keep analyzing customer requests and pain points to improve our solution and better serve them.
Using Versioning in Knowledge Bases
Knowledge Bases serve a large number of purposes and users. They can be used both internally or in customer-facing websites, in order to:
- Keep employees informed of internal company policies
- Make product instructions or information accessible
- Answer frequently asked questions and recurring customer support topics
- Guiding users during onboarding processes
- And a long etcetera.
However, knowledge is never static. Everything is transformed, changed, or altered over time. That doesn’t necessarily mean we want to get rid of that old information.
Historical knowledge can help prevent errors and mistakes, and help businesses keep track of how things have been evolving.
Let’s say the CEO is working on updating the company policy. Keeping track of the different company policy versions will allow him to see which version was in force at a specific point in time.
And what if a support specialist is looking to optimize FAQ content to answer their customers’ most common requests? Well, having access to different versions will allow that specialist to identify whether the new versions are performing better, and monitor the changes to see if they have an impact on the number of incoming contacts.
In order to better serve these use cases, Inbenta’s AI-Powered Knowledge Base has a powerful versioning tool that allows you to see what has been changed in the different versions and even revert them back in case of any unwanted, irrelevant, or low-performing changes.
We can even detect changes in your content’s URL to make sure we store them all and we’re able to return always the right piece of content.
No change will ever go unnoticed under the eyes of Knowledge!
Discover also: Everything you need to know about Inbenta’s Knowledge Module
Leveraging an All-Hands Tool: Working With Knowledge Drafts
As we’ve seen, knowledge is prone to updates, modifications and optimization.
However, this is rarely the work of a single employee. Sharing knowledge internally and involving relevant stakeholders to take part in knowledge creation within the company helps you ensure nothing is lost on the way.
That sounds great, right? Yet, it requires an all-hands tool that fosters collaboration and easily helps employees build upon and modify existing content without accidentally deleting any key information or overwriting someone else’s work.
This is exactly where Inbenta Knowledge drafts come in. Using this functionality, teams can work on different versions of a piece of content without risking stepping on each other’s toes.
Using Content Status to Help Organize Team Efforts
Working with drafts is already a step in the right direction, but how do you know whether the content is a work in progress, ready to go, or simply rejected?
In an era where agile management is becoming a staple, we felt Knowledge needed a feature to help keep track of a project for managers and employees alike.
Therefore, at Inbenta we decided to implement different status labels so users can define at what step that content is at.
This helps teams get ready for content releases, gives higher visibility of performance and team efforts, and serves as a visual hint of progress.
Ebook download: How to build an efficient Knowledge Base
AI, The Secret Element to Improve Performance of your KB
If you are new to AI-powered Knowledge Bases, you might be surprised about how much it can impact something as simple as a Knowledge Base or a Help Center.
Have you ever wondered why you keep receiving tons and tons of requests on a topic when there’s already an article on your help site covering how to solve it? Well, of course, it might be that the article is hard to find, but why is that?
How are you helping customers find the right answer or the right piece of content? Are you using a search bar to let them find them? Which technology is powering that search bar?
Inbenta Knowledge is built upon robust Natural Language Processing technology, meaning no matter which keywords your customers use, if there is an answer on your database, they’ll find it in a heartbeat.
By unlocking the real meaning behind every single query, Knowledge points your customers or employees in the right direction, without having to launch repeated variant queries and preventing them from having to reach out to support.
If you want to free your agents from repeated low-value queries, go take a look at our 14-day free trial and try Knowledge for yourself!
Try Knowledge for FREE: 14 days to get started
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