eCommerce Knowledge Management Key Insights

By Doron Gower   |   November 21, 2018
eCommerce Knowledge Management Key Insights
Knowledge management for e-commerce is bringing an array of solutions such as inventory management, efficient ordering, and integration with accounting, finance, and other business systems. The results are greater transparency and the capability to break out of knowledge silos.

These capabilities are especially critical for the 24/7 business landscape of e-commerce. Knowledge management for e-commerce enables live updates of inventory and allows you to manage orders as they come in from consumers and other retailers. You have increased access to data and can plan your inventory needs as you anticipate sales. Needless to say, this reduces your overhead and interest expenses on supplies with more effective inventory management and order-to-delivery processes.

eCommerce Knowledge Management System – Greater Cross-Company Insights

Not only does knowledge management for e-commerce improve customer service and experience, but the system will create data flow and quality communication between your departments. You will have more time to make better decisions based on analytics rather than manipulating data to support determinations. With ETL (extract, transform, load) capabilities, knowledge management for e-commerce will improve communication and offer insights on such things as product margins by combining disparate resources of information into one comprehensive view of your company.

In addition to these insights, you will gain the ability to produce better customer service and experience across every area of your business. Many call centers have different systems for intra-day reporting, real-time reporting, and historical reporting. This results in additional systems and data inconsistency for the same foundational information, and it can be unnecessarily complex.

It is much more efficient and useful to have your reporting under one system. This means your supervisors and managers have a streamlined experience and reliable data. A knowledge management system will enhance your company’s performance and efficiency.

Improved Insights Into Customer Demands

You will have access to insights into customer history and needs and how to make improvements to stay competitive and produce greater profits. In today’s global marketplace, it is imperative for you to gather more data on demand, purchase and browsing history, and other data by product, category, region, country, and customer. A knowledge management system for e-commerce goes far beyond any legacy technology in these capabilities. An analytics engine will enable you to personalize each response to an existing or potential consumer.

Knowledge management for e-commerce is user friendly and far less frustrating than older systems, and you will have greater depth and detail with transparent insights into your biggest revenue drivers and which products are producing the greatest profits. This gives you more valuable time to focus on aligning your objectives to sourcing products your customers demand.

As e-commerce continues to expand and become an increasing percentage of total retail sales, knowledge management systems will continue to provide your business with greater insight into consumer preferences that drive your revenue sources, margins, and efficiency opportunities.