Understanding the role of LMS and KMS in sales and customer service

 

What is Knowledge Management? 

In simple words, a KMS or a Knowledge Management system like the name suggests is a structure that stores and retrieves knowledge in order to provide users a better understanding, process alignment, and collaboration. Not only is a knowledge management system useful for organizations but also helps businesses build more informed customers. In addition to this knowledge management systems play an important role in building the efficiency of businesses when it comes to decision-making. They enable enterprises to build a smarter and much more efficient workforce who are informed. These systems tend to increase an organization’s profitability in the long run. 

Benefits of Knowledge Management

1. They provide quick solutions and reduce customer wait time 

Customers want to save time and feel frustrated when they get slow responses due to the limited availability of customer service reps. Having a Knowledge management system that is available to everyone at any given time no matter day or night not only eliminates this tedious process but also saves businesses money and time. Your customers can access the knowledge base and skip traditional approaches that are tedious and slow. 

2. Knowledge management help customers help themselves

Customers these days prefer services that are available 24/7. Knowledge management systems not only help customers help themselves but also enable any time support. By using a KMS customers find their own answers for simple how-to queries which leads to a drop in the tickets being raised. In addition to this, knowledge management systems also provide customers with much more detailed information that helps them in making decisions.

3. KMS increases agent efficiency

Having a knowledge management system enables businesses to actively engage employees in enterprise operations. It helps businesses keep their employees updated and fully aware of recent updates, recent regulations, new guidelines,  use-case scenarios, etc. Kapture’s Knowledge management system helps the service agents to have a convenient and quick reference hub to deal with challenging customer queries. In addition to this, it also helps businesses increase their First Call Resolution rates. 

What is Learning Management? 

LMS or a learning management system is a virtual learning platform that manages various training efforts of organizations. It is used to plan, execute and analyze the learning processes of organizations. These kinds of systems help businesses or schools register an eLearning process that helps track learner history, track learner progress, documentation, administration, etc. Learning management systems can be used in school setups as well as business spaces. They help users learn specific subjects at their own pace which makes the learning process even more convenient. 

Importance of LMS Customer Support

1. They help reduce training costs 

Since eLearning does not require infrastructure or resource persons like trainers and teachers it saves organizations from spending huge amounts on learning facilities.  When organizations replace an employee they don’t have to provide the new employee with extra training, they can give them access to the learning management system and like this businesses can save both time and energy. Learning management systems like Kapture's help businesses opt for a more cost-effective learning process. 

2. They facilitate flexible learning

Unlike traditional methods of learning that are limited to a classroom or confined to training spaces, learning management systems are accessible from any geographical location. In addition to this, they are also available at any given time day or night as a result of which users can have more flexibility. Kapture’s LMS not only facilitates flexible learning but also makes the process more efficient by keeping a track of users’ progress. 

To know more about how you can implement LMS and KMS in your organization click here for a demo.