Knowledge management

Create a corporate knowledge base and reduce ramp-up times without the need for a dedicated service.
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Create a knowledge base, reduce ramp-up

Accumulate knowledge

Gather best practices and archive expert experiences directly in a ticketing system.


Gain knowledge or discover a new approach or solution with every new maintenance activity or customer support ticket.

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Tag Knowledge in real-time

ViiBE offers users the ability to tag documents or knowledge during the real-time ViiBE call.

 

This way, experts and technicians can, later on, better find the resources they need to solve issues on their own.

Manage internal knowledge

Create a smarter workforce that makes quicker, more informed decisions.


Build a bridge between concrete operational experiences and learning departments. Digitize operating procedures to help avoid the loss of knowledge due to retirement or lay-offs.

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Reduce ramp-up time

Increase the speed and efficiency of new recruit training by providing step by step real-world examples of how to resolve the specific issue.

 

Select key interactions to integrate into the onboarding of new recruits.

Empower technicians with self-service

Use deep learning to search for tickets with specific call centers, expertises, people, machine names, or NPS to narrow their search.

 

Extract information from previous tickets to see how past issues have been solved. No need to reach out to experts.

Self service: learning through ticketing solution

Built for easy use

One-minute integrations

Integrate ViiBE into your Ticketing Solution, CRM, or Asset Management Software.

Simple management

Easily create users, expertises, call centers. Access dashboards and KPIs autonomously.

Easy onboarding

Intuitive features, self-onboarding, and the ViiBE Academy to reduce onboarding time.

Frequently asked questions

Knowledge management is an essential process by which companies find, organize, share, and manage information within and between their internal teams. This exercise in purposefully structuring and distributing important information and experiences to employees allows organizations to better meet their objectives. This is possible because implementing information support systems and distributing knowledge to team members helps them access the right information at the right time, leading to more efficient and optimized operations.

 

Knowledge management is also important in customer service operations. Companies can provide easily accessible and user-friendly content to address common questions or issues from customers. Building and updating a knowledge base for customers demonstrates a company’s commitment to continually improving the customer experience and helping customers successfully use its products or services.

The two principal types of knowledge management systems (KMS) are Enterprise-wide knowledge management systems and Knowledge work systems.

 

Enterprise-wide knowledge management systems are company-wide processes aimed at gathering, organizing, and sharing knowledge and content that increases overall operational efficiency. These systems provide tools to implement knowledge management practices into internal workflows, so critical information is readily accessible to all, and so employee experiences can be saved and used to promote best practices.

 

The purpose of Knowledge work systems (KWS) is to discover new information that applies to and can be integrated into the company. These systems require access to knowledge base software with data in order to generate graphics and analyses and perform document management.

There are generally four operational components that can be integrated into an organization in order to create a well-rounded and fully functional knowledge management system. 

 

1. Content management

 

One of the first steps of integrating a knowledge management system into a company is to organize the data and information that you want to be available for employees or clients into one location. This could include information such as:

 

   •  Content portal

   •  Results dashboard

   •  Case studies

   •  FAQ pages

   •  Academies and training programs

 

2. Locating the appropriate expertise 

 

A useful way to acquire new knowledge is to speak directly to people with the specific expertise you are seeking. The challenge for many people is to know who the right expert would be to reach out to for the needed information or problem resolution support. ViiBE integrates this element of knowledge management directly into its system through its expertise call routing feature.

 

3. Best practices

 

The third element is to outline best practices based on real experiences. Capturing authentic lessons learned and sharing best practices allows employees to benefit and grow from the experiences and process of their colleagues. 

 

4. Communities of practice

 

The final component is communities of practice, or groups with mutual passions or specializations, that improve their knowledge through group discussions and interactions. In smaller organizations, this could simply mean learning from your teammates or bosses during meetings or coffee chats. In larger companies, these interactions may take the form of structured groups that have organized meetings to share information around a topic or skill.

 

These community groups provide colleagues with opportunities to get together and share their experiences or best practices in a positive and engaging way. They are also an effective tool for encouraging the spread of knowledge and learning new ways to optimize operations.

Internal knowledge management systems can be difficult to put in place. Companies have to find a productive and appropriate way to collect and organize the information so that the management system can promote best practices and be accessible to all.

 

Thankfully, the integration of knowledge management software is unnecessary when using ViiBE to handle customer tickets and interactions. ViiBE’s knowledge management solution is directly integrated with its video assistance solution, so the feedback and best practices from support interactions are automatically organized within the ticket archives.

Rewatching past videos is also beneficial for established workers who are looking to expand or improve their competencies. Gaining quick and seamless access to a knowledge base can help employees better understand how to approach issues in the field. If an expert is assisting a field technician or customer, the expert may encounter complex issues that he or she is unsure of how to tackle and solve. With ViiBE’s KMS, the expert can search in the ticketing archives for similar problems that other experts have previously solved. This is possible thanks to ViiBE’s ticket tagging system and filter capabilities.

Self-service is an important tool for empowering people. Just as customers are more satisfied when companies provide self-service materials like FAQ pages, tutorial videos, etc., employees are also empowered by banks of self-service information. In general, people are more satisfied when they are able to help themselves rather than needing to reach out to someone else for assistance.

Businesses can facilitate this self-empowerment capacity by providing easy access to a base of knowledge. This will increase employee satisfaction because they will feel more competent in being able to provide answers and solutions, while also continuing to upskill and expand their knowledge.

Self-service knowledge bases create long-term value for companies. Access to key information gives employees the opportunity to resolve issues faster, in fewer iterations, and to reduce the number of on-site displacements. This also creates a more positive remote assistance experience, because the person in need of help feels that their problem is understood and is able to receive the support they need quickly and without difficulty. 

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The solutions to your problems

ViiBE for sales

Increase sales and improve customer experience by integrating visual support into your website.

Virtual call center

Reduce downtime by reshaping the way field operators reach out to the right experts in real-time.

Ticketing solution

Generate, organize, store, and search data in tickets – standalone or integrated into your tech ecosystem.

Expertise call routing

Reduce downtime by reshaping the way field operators reach out to the right experts in real-time.

ViiBE report

Help technicians capture on-site information in an instant with autonomous report creation.

Knowledge management

Create a corporate knowledge base and reduce ramp-up times without the need for a dedicated service.

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