You’ve probably used help desk software—something like Zendesk, Wix Answers, or Zoho Desk. This software has a more formal name: knowledge base software. In other words, a knowledge repository or a place where knowledge is kept.
Using a knowledge base software as a knowledge repository
An industry definition of knowledge base software includes the following elements:
- The information must be self-serve, on-demand, for your audience.
- Your software must allow the creation, organization, and management of that information.
- There must be content flexibility, allowing text, video, and images.
If the above three conditions are met, then the software becomes a knowledge repository (remember: repository is just a fancy word for “place where something is kept or stored”).
LMS as a knowledge repository
Let’s see if a learning managsuch as EdApp SAAS mobile app meets the three conditions in our industry definition above.
Self-serve, on-demand, information
Regarding information, that is the whole point of an LMS: to store your organization’s instructional knowledge base and online training content in centralized, user-friendly platform.
Information creation, organization, and management
A quality LMS such as EdApp is by definition customizable tool for authoring content. This digital learning platform comes with intuitive templates, so you can plug in your organization’s knowledge base quickly, creating dynamic, interactive modules.
As far as organization and management go, your top-tier LMS includes course management features such as integrations, data tracking, scheduling, and content management. All such features are designed to automate and streamline your tasks.
Content flexibility, allowing text, video, and images.
Besides “simple text” such as paragraphs and tables, your LMS knowledge repository offers you interesting content templates such as expandable lists (on click, the information expands), text sequencing (point by point reveal), and list slides (bullet points with optional narration).
Videos are more than welcome on a learning management software. You can display a single video slide; host a collection of your own, in-house videos; or embed a video hosted on another platform (currently, EdApp offers both Vimeo and YouTube options).
However, it is the flexibility of images that really shows the power of the LMS. Here are just a few examples:
- Comparison – Two images are placed side by side. A horizontal slider bar can be moved to reveal more of one of the images. As the bar moves, text about that image is displayed below.
- Image Waypoints – A single image is displayed. On the image are clickable hotspots. On click, the LMS zooms in on the image to reveal important detail(s) in that area. Hotspots can also include headings, text, and narration.
- Parallax Motion – Layering images on top of each other, this feature creates an eye-catching 3D effect. It can be viewed by anyone with accelerometer-enabled devices (most smartphones and tablets).
The conclusion? An LMS is indeed a knowledge repository.
That means NOT ONLY could your LMS be used to author and host interactive learner lessons and courses, it COULD ALSO be used to create and offer interactive customer support elearning courses. Let’s talk about that for a moment.
Customer support is such a game-changer that 78% of those polled will “forgive a company for its mistake after receiving excellent service”. That’s a key finding for brand retention – a top goal in today’s competitive market. The challenge is finding enough hours in the day to provide that excellent support.
Help desks with articles are great…as far as they go. What if you could add to that with on-demand, interactive modules which explain, demonstrate, and teach?
Using your LMS as a knowledge repository
Since your LMS is cloud-based, your customer content can be set up as self-serve, public modules. You can include all the information your customers need every step of the way: before they buy, during the purchase process, and for aftercare and support.
As we mentioned earlier, your LMS supports text, video, and images, so you will have no problem offering dynamically presented FAQs, all how-to videos required, interactive troubleshooting material, as well as detailed informational texts.
In addition, using a scalable LMS as a knowledge repository is budget-friendly. It is reported that call center interactions cost 6 dollars whereas social media interactions cost just 1 dollar. While not strictly social media, your LMS customer interactions are definitely comparable.
You don’t have to start from square one
A top LMS such as EdApp has a course library. The majority of courses are free to use “as is” or tweak with your organization’s branding and content. Here are three to set your thoughts in motion.
At the moment, this 4-lesson course discusses how germs are transmitted, how to properly wash your hands, how to use an alcohol-based hand rub, and how to take care of your hands.
Do you sell any kind of cleaning products for bodies, furniture, and/or equipment?
You could quickly and easily tweak these lessons as needed. The first lesson on germs would most likely need few to no changes as it is pretty general. Depending on your product(s), lesson two on washing could probably be used almost as is.
Lesson 3 (alcohol-based rub) is the showcase for your product(s). If you do have more than one, here is where you would compare and contrast, so your customers and potential buyers get excellent information about what to use and when.
The last lesson (how to take care of your hands) is an “added value”, general information module and can be adjusted to any part of the body, item of furniture or equipment, etc. While this one doesn’t, your last lesson could further highlight your products.
Here, viewers are offered an introduction and checks for lesson one and then a lesson two on using your ladder safely.
The first lesson is set up to give general information about when (and when not) to use this product. Then, viewers are led through steps to check that the product is safely set up for use. In addition, there is a list of specific problems to look for. An example, in this case, is bent rungs.
Does that sound like a template you could speedily adapt to your product?
In lesson 2, there are more specifics about ladder safety. Since there are different types of ladders, they talk about relevant points per type.
Do you have a product that has “variations” such as a small appliance (food processor, microwave, electric kettle, etc.); a piece of furniture (recliner, pull out couch bed, folding table, etc.); and of course tools (drills, hammers, protective masks, etc.)?
During these 4 lessons, viewers learn and collaborate about using utility knives, treating cuts and lacerations, snapping off and replacing blades, and a summation utility knife safety quiz.
Does your organization offer any type of first aid products and/or equipment?
Or perhaps your products require part replacement which your customers can do?
This module gives you a starting template. You can adapt lesson 1 to your relevant product(s). Lesson 2 (cuts and lacerations) can be used as is, tweaked to reflect the injuries your product could cause, or taken out if irrelevant. The third lesson is all about part replacement. Modify it to suit your needs. Change the final safety quiz to reflect points about your product(s).
Your LMS knowledge repository keeps giving
The more quality information you can have on-demand online, the fewer customer support calls you need to handle. This frees up valuable time to excellently serve those who do call in. In addition to saving you money, your LMS customer support modules help to keep your customers loyal – a major competitive edge.