E-commerce is the wave of the future. More people from all over the world are shopping online now than ever before. The instances when people go to a brick and mortar store are becoming less frequent, and this trend will only continue to grow.
It is predicted that by the year 2025, 90% of all shopping will be conducted online. Those that are lucky enough to be in this business are in the position to continuously maximise profits and ride this growing trend to success.
An excellent e-commerce company can only achieve this if all employees are on the same page and are equally skilled to accomplish any of the company’s essential tasks. If an employee that is designated to do a specific job is absent then with knowledge sharing tools anyone can take over and do the required task.
Why is knowledge sharing important?
Instead of an employee wasting time looking for help to accomplish a specific task, they can search an integral database which will guide them accordingly. This is where knowledge sharing tools come in. Knowledge is a valuable commodity in any business.
Internally proving knowledge is just as crucial as providing customers with the information they need to know about your company and the products they buy.
Thankfully, customers are satisfied with the information they see in the product listing, but if you incorporate a live chat or even a chatbot in your e-commerce site, then that will also help increase conversion rates.
However, making sure each and every employee is equipped with proper knowledge is critical in building an efficient and competitive e-commerce business.
Knowledge sharing will also preserve existing, and future techniques and information in case the employee handling that aspect is absent, resigns or retires.
For example, if your ecommerce business is on Amazon and only one employee is managing your inventory, if that person is sick or on vacation then who will check to make sure you have good inventory health? If your Amazon products start showing as “Out of Stock”, customers will look elsewhere to buy. This could all be avoided by having multiple employees managing your Amazon inventory.
Knowledge sharing is key, and the first step in doing that is to choose the best knowledge sharing tool for internal use.
What is knowledge hoarding?
More often than not there are instances in any given company when an employee refuses to share knowledge. The kept information would be helpful for other team members.
This hidden knowledge may allow them to do a task more efficiently or even the whole process of doing a specific function is kept by a particular person or a few individuals in the hopes of their getting ahead in the company.
The practice of hoarding information will create an air of uneasiness and distrust among peers that should be working together. Reprimand employees that are guilty of knowledge hoarding and reward those that are proactive in sharing valuable expertise with their peers.
Select the most useful knowledge sharing tool for your company
There are many different software platforms that you can choose from to share information throughout the company. Some of these tools even have mobile apps which can be conveniently accessed via any smartphone.
Of course, they can also be downloaded to any desktop or laptop. These are some of the most user-friendly and most cost-effective options in the realm of knowledge sharing tools.
Evernote is an excellent platform for knowledge sharing and has a multitude of useful features such as work chat for easy project management. It is incredibly user-friendly and even has a free version. There are also premium and business premium versions as well.
With Evernote, any employee can create detailed notes about any topic or even specific tasks and idex them on a particular topic or function. One can also search this database offline if needed.
You can create notes that include high-resolution photos and even scan all business cards using Evernote’s camera to build a company Rolodex for everyone to use. It also has a presentation mode and can even store documents in PDF, and it also allows for PDF annotation.
Evernote also allows the creator of a document to restrict access. By inviting people to only view, view and edit or share the material, the creator has complete control of the information. The only drawback for Evernote premium is that they charge a fee for per-user access.
This is another excellent knowledge sharing tool. Basecamp has a flat fee of only $99 per month, but that will get you unlimited access to this platform with as many users as you want. That’s right there is no per user fee, and it has similar functions to Evernote as well.
Basecamp does not have a data cap on your companies documents and information. You can use as much space as you need in basecamp servers when creating documents, training videos and other essential information to your company.
It allows you to customise every project and you can even grant the client access to project data and collaborate with them every step of the way.
You can forward essential emails to basecamp instead of rifling through your inbox every time you need to find it. Basecamp has a plethora of useful knowledge sharing features which any organisation would benefit to have.
In the field of knowledge sharing, Google will not be left behind. They introduced G suite with the purpose of providing users with a one-stop shop in all their software needs. However, there is a per-user charge for this service.
Depending on your business you can subscribe to either the basic, business or enterprise plans. The software and apps work very similar to Microsoft 365. It mirrors Microsoft’s software and offers free versions to any Gmail user.
It is an excellent alternative if you do not have Microsoft office installed on your computers. G suite even allows users to create and develop their own apps which are a fantastic feature for the coders in the company.
This knowledge sharing app also boasts unlimited storage for your business needs. It also allows admins to audit reports and track user activity.
This is one of the more popular tools for businesses right now. Zoho does everything a business needs, it is a CRM(customer relations management) tool which allows a company to track, nurture and convert leads into clients.
This software can be used across the board, from phone to email as well as social media. Zoho even notifies users when a hot lead in browsing your website or if they opened and are reading the email you sent. It provides live chat support for your site.
Zoho even utilises artificial intelligence to predict when would be the best time to call and contact leads. It even allows you to predict sales trends. It’s AI also monitors your businesses automation efforts and can even suggest more effective options for your sales process.
There is a per-user fee that depends on your businesses needs. You can choose from standard access which is only $12 per user per month, professional is $20, enterprise is $30 which is the most popular option and ultimate which is $100 per user per month.
Each tier has their own corresponding features tailored to fit the size of your business needs. Of course, Zoho offers all the features seen in all the other sharing tools as well.
Utilize knowledge sharing tools in daily operations and training
Establishing a database filled with step by step guides for internal processes and various tasks will help to make a company more efficient.
Employees need the option of being able to look up a detailed guide on how to do executable tasks to ensure the smooth daily operations of an e-commerce business.
Checking customer feedback, replying as needed to make sure customer satisfaction is at an optimum level is crucial to the success of an e-commerce business.
You can even incentivise product research and reward employees that produce the most promising data which of course you will have to filter. Proper inventory management and reordering products at specified inventory minimums are essential as well.
A step by step guide on how to create a new product listing or upload a data stream, even how to change prices to compete and develop promotions are some of the most critical tasks in any e-commerce business.
Knowledge is equivalent to power, this is even more true in the business world. E-commerce is no different. Select the best knowledge sharing tool and fill it to the brim with vital information.
Staying updated with the latest trends and business processes is one way to stay ahead of the competition. Do not tolerate knowledge hoarders and always have employees create in-depth guides to new procedures to help everyone perform that same task when needed.