Confluence Knowledge Management: 9 Signs You’ve Outgrown It
Executive Summary
1.
Fragmented Knowledge Silos
eGain’s AI Knowledge system centralizes information into a single, accessible repository with a modern content architecture and configurable taxonomy. Our intelligent search and knowledge graph capabilities ensure that all relevant information is connected and easy to retrieve, reducing content maintenance and improving knowledge author productivity by 100% or more.
2.
Inefficient Search Capabilities
“The main thing I dislike is how hard it becomes to eventually find information when you are a big company with a lot of internal documentation.”
“The search functionality still needs a lot to be desired, returning far too many irrelevant responses.”
“Search is not showing all relevant results. Sort of forces you to have bookmarks of pages you frequently use.”
“A tree-like organization requires some rigorous planning and housekeeping. Otherwise, it can rapidly become very hard to find something.”
eGain offers advanced AI-driven search features on a centralized repository of structured content. With semantic search that understands context and intent, our platform delivers more precise results, even in large knowledge repositories. For instance, we delivered 6X reduction in wrong answers (getting up to 97% search accuracy) for a large utility client when compared to Confluence search.
3.
Outdated User Experience
eGain delivers a modern, user-friendly interface designed to enhance the user experience. Its clean design and customizable features ensure users can easily access and engage with knowledge. Additionally, embeddable widgets within workflows help boost adoption and business impact. One of our clients reported 60% improvement in knowledge adoption when compared to Confluence.
4.
Lack of Advanced Analytics
eGain excels in offering advanced, AI-driven analytics and reporting tools. Our platform’s AI-driven analytics provides actionable insights into knowledge utilization, empowering organizations to optimize their content and continuously improve performance. Using our analytics-driven improvement loop, businesses typically see knowledge accuracy and adoption rates double within a few months.
5.
Ineffective Collaboration Tools
eGain enhances collaboration with built-in tools that support real-time interaction and knowledge sharing. Our platform promotes seamless collaboration with features like contextual feedback on knowledge content, content workflows, and contextual knowledge sharing, fostering a connected and productive work environment.
6.
Difficulty in Integrating with Other Systems
eGain offers comprehensive integration capabilities with an API-first approach that ensures smooth connectivity with your existing tools. We provide certified connectors to CRM, CCaaS, UCaaS, and CMS systems, including Confluence, enabling easy ingestion of content from multiple silos. Additionally, our APIs for publishing trusted answers that are authored in the eGain Knowledge Hub enable you to consume knowledge everywhere across channels and apps.
7.
High Maintenance and Management Overheads
eGain’s cloud-based platform minimizes maintenance and management overhead. With automatic updates, scalability, and built-in security features, our solution reduces IT workload, allowing teams to focus on strategic initiatives rather than day-to-day maintenance.
8.
Limited Personalization and Configuration
eGain offers extensive personalization and configuration capabilities. Our platform supports configurable workflows, single-sourced content architecture, and personalized user interfaces. This enables knowledge authors and managers to easily create and maintain tailored content for various audiences and channels.
9.
Declining User Adoption
eGain’s user-centric design and advanced features drive higher adoption rates by addressing pain points and providing a more intuitive, engaging experience. One of our clients, a leading insurance provider, rated eGain knowledge as the #1 app out of nearly 150 on their desktop, highlighting its positive impact on user engagement.
Conclusion
For a personalized demonstration of how eGain can transform your knowledge management strategy, contact us today. Let us help you unlock the full potential of your organizational knowledge and drive your business forward with the power of AI.
Related links
- Press release: Global 50 Manufacturing Giant Trusts eGain for Knowledge-Powered Customer Service
- What is Generative AI for Customer Service
- eGain Knowledge Hub
- What is Knowledge Management?
- What is Knowledge Management Software?
- What is a Knowledge Management System?
- What are Knowledge Management Tools?
- What is a Knowledge Management Process?