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6 Secret Techniques to improve your business using wiki software - Robin Singh - ContactCenterWorld.com Blog

6 Secret Techniques to improve your business using wiki software

When someone says Wiki, the first thing that comes to mind is Wikipedia. In the business concept the word wiki means much more and it can bring great benefits to companies that take the decision to implement them. Knowledge centralization, avoiding “reinventing the wheel moments”, content curation, social collaboration are just some examples of the benefits that can be obtained.

Having the right software to create corporate wikis is a great starting point but it is also important to take into consideration certain secrets that will help us take advantage of the myriad benefits wikis provide in order to boost business performance.

1)Align wikis with your company´s objectives.

Information that is stored in your wiki must be aligned with the company's objectives in order to secure results and avoid handling information with little value.  For example, in CRM, providing customer assistants with the right answers in order to handle customer requirements is a must issue and in turn this becomes a critical industry knowledge.

By identifying critical knowledge we can prioritize efforts and understand what really is required from a business point of view.

2)   Boost team and customer staff performance

Enterprise usage has given wikis a whole new meaning and value. They help companies create authentic knowledge repositories which can be constantly updated and co-created, which is a critical component in modern organizations.

You can also use Wikis to empower users to co-create content regardless of their location and by doing so they are reducing the natural barriers that usually interfere in knowledge management.

Also by centralizing key knowledge, companies allow employees to connect with subject matter experts as they can be called to handle content generation and curation. You can also track document history and constantly update content without hassles.

3)   Use Wikis to foster CRM

How many times a day do your customers call support when they have questions regarding your products or services? In turn, how much time does you customer support staff spend answering the same questions over and over again?

By creating Wikis and centralizing content you can make sure your customer staff has access to the right information. Also, customers can use wikis to find answers themselves and by doing so they help promote proactive customer relationship.

4)   Integrate with popular and existing tools

Wikis are powerful tools but they can become even more powerful if they are integrated with other existing software and company tools.

Wiki software such as Proprofs allows company to integrate their wikis with various tools such as Zendesk, Google and Wufoo. You can even create single sign-on options so that access is completely centralized and important security measures are in place.

5)   Avoid expensive costs using the right software

Open source wikis are great but often carry out various customization tasks which will summon the support of your IT staff. Applying existing software (which can also be cloud based) will avoid you the hassle of having to deal with installation, maintenance issues and storage.

In this sense you can get your team to deliver content immediately. In short, no coding needed! Finally this will avoid you other costs and will help you integrate content rapidly into your organization's fabric and modus operandi.

6)   Include wikis as part of your onboarding process

Spending time training new employees can be a hassle when companies need team members to rapidly assimilate knowledge and lesson learned so that mistakes can be avoided and best practices replicated.

Even if you hire experts they won't be able to do much unless they have access to the information they require to carry out their processes. In this sense wikis become a helpful companion during the onboarding process as they complement e-learning efforts and offer new candidates access to necessary knowledge.

Finally, we can sum up saying that wiki software is a vital companion for company that are seeking to create an additional source for competitive advantage. We live in a world that demands shorter attention times and customers are proactively waiting to get engaged with your product and service value proposition.  In this sense, don´t miss out on the myriad benefits that wiki software has to offer and start designing the best customer journey.

Publish Date: June 8, 2016 9:32 AM

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