What is Knowledge Management?

Knowledge management is the process of identifying creating, sharing, using and managing the knowledge and information of an organization. The main goal of knowledge management is to improve an organization’s efficiency and the quality of customer service.

Knowledge management (KM) can help company’s customer support staff to find and share the information needed to answer customer inquiries. At the same time to ensure that information can be quickly and easily found, is understandable and, above all, remains current and consistent in all channels.

A knowledge management solution ensures continuous convergence and eventual uniformity of customer services approaches. This allows much better coordination among customer support staff and to create self-service capabilities which can play a significant role in reducing query spikes that overall processing time and resource utilization could be minimized.

While conventional knowledge bases are typically limited to document management and search, a Knowledge Management solution employs active knowledge objects. Instead of static documents, it serves interactive and relevant information based on the context to ensure customer support staff get the answers they actually need, when they need them. This serves to reduce average call times and increase first call resolutions while making customers happier.

Deploying smart knowledge management technologies in customer service centers is a critical factor for success. Active technologies, Artificial Intelligence (AI) and chatbots are indispensable force multipliers for modern customer service.

We live in a knowledge-based society and Knowledge is power and market share.

A central knowledge base for all service channels

Customers often find it difficult to locate the right information with the static FAQ lists many companies currently use. Especially if information on the same topic is stored in several different locations but is not identical. It’s only a matter of time before frustration levels rise.

An integrated ACTIVE knowledge base containing relevant information for all service channels can prove to be a real help here. Updating information is easy no matter what channel the customer uses to contact the service team – phone, website, chat or social media – because information and procedures remain consistent. That means your customers always receive exceptional assistance while new information is made simultaneously available to all channels.

Keep teams aligned, eliminate redundancy and increase productivity by centralizing all your information in a knowledge base. Agents can spend more time helping customers and less time searching for solutions.

Key features of the Knowledge Management solution

A Knowledge Center provides the same knowledge in all relevant communication channels (such as phone calls, website, email, chatbots, social media, etc.) and optimized for the specific channel. This makes Knowledge Center the foundation of your customer service center. A cutting-edge Knowledge Cloud analyzes anonymized usage data across industries to deliver valuable insights including best-practices, templates, search terms, synonyms and more.

AI Powered Search

Knowledge Center constantly learns from user behavior including search terms, synonyms, which results are clicked and more

Channel Manager

Easily manage and deliver the right information in every channel incl. email, voice, live chat, social media, self-service, chatbots and more

Intuitive Editor

Create and edit documents as easily as with MS Office™ with our agent-friendly interface


Comprehensive reporting and analytics so you can keep your finger on the pulse and constantly optimize operations

Built-in E-learning

Integrated e-learning functionality reduces onboarding time and turnover while keeping agents on top of changes

Multilingual Ready

Offer customer service in multiple languages with translations linked to each other. No more messy Word™ documents.

Guided Dialogues & Decision Trees

Build custom step-by-step dialogues to walk agents and customers through issues