Yext: Why You Should Provide Your Support Staff With A Knowledge Management System


Your support staff is the backbone of your business. No matter what industry you are in or what types of products or services you offer, your people need the information to function properly and meet the needs of your customers. This means distributing and storing data in a system where people with the right credentials can easily access it without creating unnecessary risk.

Let’s describe what a Knowledge Management System (Knowledge Management System) is, how your support staff can use one, and how it will benefit your business as a whole.

Why provide your support staff with a knowledge management system

The term Knowledge management refers to what it looks like: how your knowledge management process and knowledge management tools disseminate valuable information about your business to employees. A knowledge management system is a database that automatically stores your intellectual capital. An effective knowledge management system makes it easily accessible, through your company’s knowledge management software, to employees.

During the COVID-19 pandemic, it became important to find a knowledge management solution. Remote employees needed access to explicit and implicit knowledge in one way or another.

There are reasons why a knowledge management system can make or break a business, as we explain in the sections below.


A big part of your knowledge management help desk is figuring out who should have access to it. There is a lot of confidential information, such as customer payment information, that shouldn’t be available to your staff. Allowing anyone to access your knowledge assets results in legal action or a security breach.

However, there are many legitimate reasons an employee would need the necessary permissions for customer payment resources. For example, suppose a customer sends a message to your customer service representative to change the registered credit card and delete the old one. In this case, your representative should be able to see and make changes to this data.

When one of your teams makes a discovery or you have new information about existing data, you want to make sure that information is in the right hands to really make a difference.

As customer service reps continue to work with consumers, they can capture more information about their behaviors and queries to create more solid insights.


Instead of having designated trainers or mentors who have to spend time holding hands with new employees and guiding them through various necessary processes, you can ask those employees to focus on their own work and work more. intelligently, not stronger.

With a knowledge management system, new interns can find answers to their questions and use an automated system to help them navigate unfamiliar workflows step by step until they get the hang of it.

Another way that a knowledge management system promotes productivity is by facilitating communication. A knowledge management system tracks new changes from anywhere, so your content is always freshly updated with records of who made the changes and when they were made.

This is especially useful in remote working conditions when you can’t lean over to another desk and just ask them what they’ve done.

Different types of knowledge

There are three main types of knowledge: extrinsic, intrinsic and tacit. Most of the knowledge shared is extrinsic, such as instructions for making something or the materials needed to produce an item. Intrinsic knowledge is more difficult to impart because it requires personal experience to fully understand it. These might be best practices for specific workflows or internal procedures that your employees still need to know, but it might take a while for them to learn.

Tacit knowledge, on the other hand, conveys unsaid things as expected behaviors. All of these kinds of knowledge are valuable and need to be stored and shared, but they require different means of communication.

With a knowledge management system, it is easy to store and transmit the different types of information in a way that employees will appreciate. You won’t have to worry about different departments getting different truths about aspects of your business or confusing customers with different answers – everything comes from one source.

It can also be frustrating for the employee who has to find someone to answer their questions, especially if they have to contact multiple people to receive answers. Employees can get more done in less time when they don’t need to waste hours of their workday finding the one person who knows the answer to a pressing question.

Streamline integration

With a knowledge management system, onboarding and training new employees can be easier and cheaper. Your business can save money on overhead costs by allowing trainees to watch video lessons or listen to explanations with rich content, whether they are working in the office or remotely.

If you don’t have an effective way to share details about your business, expected etiquette, and how to handle various common situations, no one in your business will operate at peak efficiency. Your top-level employees will spend their days in forums answering basic questions from new and existing employees who don’t have access to the information they need to thrive.

Favor expertise over experts

Instead of one person being the resident expert on something, your business should focus on bringing that expertise to all of your employees. It’s only natural that some people are better at certain things or have more experience in roles emphasizing these skills than others, but everyone should have the same basic knowledge of where to look. some answers.

Having someone as an expert is a huge risk, as that person could retire or move to another company with no one to fill the void they leave. Instead of letting this reduce the productivity of your business, a better option is to encourage people to save their knowledge and make it accessible to others so that the loss of one person doesn’t bring your entire business down.

Consolidate your brand

One of the biggest complaints from customers is that they perceive a brand differently throughout their interactions. This can range from reading multiple blog posts written with different tones or with different audiences in mind, to receiving multiple responses from customer service reps.

If you don’t present a united front on support ticket responses, customers may lose confidence in your support team.

A popular method of reducing support costs while improving the customer experience is to share knowledge, such as a brand reference guide. This guide can answer basic questions about the type of tone, language, and phrases bloggers should use. Other people who would refer to this branding guide are your marketing team and customer service reps, especially those who answer questions online through social media.

Instead of processing a physical copy which needs to be re-edited every now and then to stay up to date on various changes, you can use a knowledge management system to update the information each time you make a change automatically.

This means your employees always have the most recent version to refer to and nothing gets lost in the overhaul.

Knowledge graph

With a knowledge graph, your business has only one source of truth about your brand’s public facts. This does not apply to confidential information, but with a knowledge graph, potential customers can easily find answers to their burning questions about your offers on their own without the need to contact your customer service representatives.

Whether it’s information about a product offering, store location, a job posting, or professional references, you’ll be able to provide people with concrete answers to questions they ask. are already posing. With knowledge management systems, your customers can find faster solutions to their problems through self-service, improving their overall experience.

Even if your customers seek help from a customer service representative, they won’t have to worry about languishing on hold or being transferred. All your employees will have access to the same information that they can quickly transmit to your customers.

In summary

With the right kind of knowledge management system, storing and sharing knowledge sources becomes streamlined and easy. Knowledge is only useful in the hands of people who can use it to make a difference in the way things are done, which is why it is so essential that knowledge is readily available to employees for collaboration. across your business.

Contact usto learn more about knowledge management systems and how your business can make it easier to get started with knowledge sharing by pulling one today.


The Ultimate Guide to Knowledge Management In this guide you will learn | WIX

Knowledge management systems: The Ultimate Guide | Hubspot

What is knowledge management? Definitions, types and examples | Guru


Yext Inc. published this content on September 28, 2021 and is solely responsible for the information it contains. Distributed by Public, unedited and unmodified, on September 28, 2021 08:21:09 PM UTC.

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