74% of organizations estimate that effective knowledge management disciplines increase company productivity by 10-40%. Productivity is a huge part of growing and managing a business, so knowledge management as a supporter is a big benefit.
Knowledge is needed everywhere. Especially on the screens of employees, users, and customers who need information to move forward.
Being productive, in that mindset, means having the right knowledge to get everything done.
So, if productivity is important, and if it goes up with effective knowledge management, why not share it? Maybe you don’t know what it is.
Knowledge sharing, in essence, is just what it sounds like: the sharing of knowledge amongst a group. But there are many different forms and many different uses.
Knowledge sharing is essential for a company to achieve success because it can:
The knowledge sharing extends to customers, too. It is super important to share knowledge about your business and products with customers so that they can solve problems and make decisions.
As you can see, knowledge sharing can be very beneficial for both employees and customers alike. But there are more benefits than just allowing information to be shared:
When you have a knowledge sharing system in place, information is reusable and readily available.
Employees don’t have to go searching for information that has just been used, and customers can find that information easily. This makes customer support very efficient.
It also makes problem-solving faster. When all the knowledge is shared, there are plenty of ways to find answers because everything is accessible. This accessibility makes it all searchable so anyone can find what they need.
Employees no longer need to waste time searching for information that another employee has. Knowledge sharing allows them to communicate well with each other and engage in the content.
When employees are engaged, they collaborate better and help one another get the end result they’re looking for.
As a result of this collaboration, customers are positively impacted. Not only can a customer get their information quickly and efficiently, but communication with them is simple and easy.
There is no need for extra questions or unnecessary collection of information. Customers get what they need and get out.
Knowledge sharing gives employees the information they need to effectively help customers. Instead of starting from scratch with every new customer, employees have all the knowledge they need at their fingertips.
When knowledge isn’t shared, employees can feel timid and disoriented when met with big requests, but sharing knowledge equips them and their customers with enough information to move forward confidently.
This makes for happier customers. When they ask for help, they are immediately met with the resources they need.
There is a better company-customer relationship when knowledge is being shared. It helps you understand your customers better in order to get more relevant content out there. It also helps customers understand you better.
Overall, a better understanding cultivates a better relationship with communication, collaboration, and engagement. This creates a good company culture and builds your company’s reputation with customers.
Knowledge sharing gives consistent support quality across the board. If all of the information is out there, everyone is getting the same information with no discrepancies because of wording or different representatives.
It also consistently gives your customers accurate and current information. This consistency is important because it allows for a better user experience overall.
All of these benefits are great, but in order to get them, you need to know how to utilize your knowledge sharing system.
Supply and demand may not be something you typically think about when setting up a way to get your employees and customers information.
However, there must be a supply of information for it to be used in the ways you want it to.
Demand, on the other hand, involves your customers searching for content, retrieving information, and submitting questions.
It is stimulated by the distribution of information and enabled by making that information easy to find.
Once you have supply and demand in check, you have to make sure your customers can find the information you are supplying. You want to make it easily accessible, so that anyone can find it from anywhere.
If you share the knowledge but don’t make it discoverable, you won’t get the benefits. There will be no consistency and employees and customers will not be equipped in the way you need them to be.
Want to share your knowledge with customers? Try ChipBot’s knowledge base!