Knowledge Base

Knowledge Creation and
Management

Knowledge Base management, simply put, is the process of creating, sharing, using and managing the knowledge of an organization. Knowledge management is important because it boosts the efficiency of an organization's decision-making ability. It ensures that all employees have access to the overall expertise held within the organization.

Managing knowledge effectively means that precise answers to commonly asked questions are quickly accessible to both customer support agents and customers. The core knowledge management components are people, processes, technology, structure and culture.

Aids customers in finding their own answers

Provides answers to frequently asked questions

Keeps information up to date and searchable

Reduction in wait time

Enables customers to help themselves

Scales teams more effectively

Onboards new employees smoothly

Ensures organizational continuity.

What are our advantages

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Consolidates organizational knowledge

Retain the knowledge from your senior most employees and share knowledge to improve employee onboarding, training, and overall job satisfaction.

Boosts customer satisfaction, lowers employee turnover

Increase both customer and agent satisfaction, decrease agent turnover, and reduce response time by simplifying access to the knowledge they need to do their jobs well.

What makes us different

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Consistent customer experience and speedy issue resolution

Increase customer loyalty and advocacy with consistent, accurate, and searchable knowledge content through digital, agent-assisted and self-service channels.

High return on investment

Manage operational costs while improving service efficiency to meet both employee and customer needs.

What you get

with TeamTraq's Knowledge Base

Salient Features

Articles

Supports approval workflow
Supports categories, subcategories, and tags
Each subcategory can have a different workflow (Auto Approve OR Author->Approver)
Supports viewership control (who can view which subcategory articles)
Supports ‘Comments’ on articles and moderation (you can designate roles to approve comments)
Supports multi-subcategory article listing
Supports video linking (you can link YouTube/Vimeo, etc. videos with articles), linked videos will be displayed with an attractive user experience
Support HTML formatting
Supports voting on articles

Reports & Analytics

View Trend Graphs – Month/Year/Week wise view count trend
Upvote Trend Graph – Month/Year/Week wise upvote trend
Downvote Trend Graph – Month/Year/Week wise down vote trend
Upvote Trend Graph - Month/Year/Week wise upvote trend
Other Reports - Top 5 Viewed Articles, Top 5 Upvoted Articles and Top 5 Downvoted Articles.