Better to see something once than to hear about it a thousand times.
The knowledge of your employees is an important asset.
Having experienced the situation recently, we would strongly advise you to set up a knowledge base concerning the service support, commercial or technical questions on your products & services as well as the solutions to the problems faced by the customers. User experience is brand experience and it has to be thought and designed meticulously.
Indeed, it is inconceivable to send a technician to the other side of the planet for support that would last five minutes. And yet, it is your responsibility and your interest that the use of your products is easy and that the period of familiarization is done properly. Customer success management is key. In addition, this will save you from repeating the same answer ten times to each of your users, distributors or indirect customers for the same given problem.
A majority of the transmission of “business” know-how is done orally, tacitly. And yet you would benefit from transforming these oral communications between people into documents and datas to promote their dissemination and circulation.
For export beginners and in small companies, often only one person is responsible for his field of activity, sometimes with poor English or no foreign languages at all. And if this person for any reason fall ill or leave, the know-how and the achievements for years would fly away with him.
Practical advice
- Keep it simple. Be specific in descriptions. Make diagrams and photos.
- Create Q&A documents.
- Better, create practical tutorials or technical videos.
- Distribute in web or pdf format via email.
- Motivate employees to create, participate, use and exchange.
The 3 point method
Create content > Knowledge collection > Validation.
Save > Gather content, understandable and as visual as possible, and facilitate research using UX Design.
Share > Reproduce, exchange, develop, transfer as much as possible.
Your benefits
- Better dissemination of skills, business know-how.
- Better control of intellectual capital.
- Better responsiveness to seize opportunities.
- Acceleration of product development and therefore innovation.
- Improved customer relations, better adapted services, more effective marketing..
- Improved customer service. Faster problem solving.
The intelligence of a company is the efficiency with which it exploits the knowledge of its employees.
Without fully exploiting all this knowledge, the company becomes an inert, heavy entity. On the other hand, a company that effectively shares knowledge becomes flexible, agile and fast.
It is necessary to know how to use the knowledge of individuals but especially of the group which must be able to share, seek and exchange a “collective” know-how. Because in the new economy in perpetual evolution, the skills of men and women are changing and very mobile. Updating and sharing knowledge becomes a necessity.
“Information is just bits of data. Knowledge is putting them together. Wisdom is transcending them.” Richard Alpert
Happy CEO 