For anyone involved in a business’s decision-making process, staying ahead of the curve and actively seeking out the most recent developments in knowledge management and knowledge base software is paramount to success. 

With AI revolutionizing how we work over the last few years and customers becoming more tech-savvy, it's now more important than ever to stay alert and be informed about what's to come in the wake of its rapid advancement.

In this article, we’ve broken down the key trends and statistics in knowledge management for 2024. We’ve also reviewed our own case studies of some of the top-performing companies using knowledge-base software today. We then explore the potential future direction of this industry.

Knowledge management is not immune to change. As technology evolves, we will see significant shifts in how people collaborate and share knowledge.

Moreover, some research predicts that by the end of 2024, AI will play a dominant role in the knowledge management sector, and more people will turn to self-service solutions. 

There are many changes ahead of us that may highly influence the way we perceive knowledge management. Let's dive into them, starting with the trends in self-service and customer support expectations.

Rise in Self-Service and Customer Support Expectations

Recent studies highlight a growing preference for self-service options among customers. 

According to Mordor Intelligence, 70% of customers now expect a company's website to include a self-service application. The same study also found that 39% of millennials check a company's FAQ when they have a question, showing a strong preference for finding answers. Social Media Today also reports that most people (70%) prefer searching for answers through companies’ websites rather than reaching out to the company for human assistance via phone or email. 

Additionally, 75% of people find self-service a convenient way to address customer concerns. Self-service must be clear and efficient, though, with 43.5% of consumers reporting unresolved issues after checking FAQs due to poor site navigation and a lack of desired information (Statista). Moreover, according to Enterprise Apps Today, 61% of customers will switch to a competitor after one unpleasant customer experience. 

Emphasis on Real-Time Information Access

Access to real-time data is crucial for knowledge sharing. With the constant and rapid changes happening, having easy access to accurate and timely information will become more essential than ever.

According to imply.io, companies that invest in technologies that allow quick access to accurate information can improve decision-making and reduce the risk of making decisions based on wrong or outdated information. 

Additionally, companies can enhance the customer experience through the prediction of customer behavior. Customer support teams can also benefit from real-time data access. Specifically, having access to real data about buyers' history enables them to identify and solve problems quickly.

Growing Trust in AI Technology 

The popularity of predictive websites and AI-generated answers is growing. More people are choosing to rely on the advice and suggestions AI provides.

Mordor Intelligence found that 49% of US consumers trust AI-generated advice in retail more than any other type analyzed. 

Enterprise Apps Today notes that 45% of customers will abandon a site if it doesn’t predict their needs. Businesses are also putting their trust in artificial intelligence. Forbes Advisor reports that 60% believe that AI will improve customer relationships, while 64% believe that it will increase productivity. 

According to Zoom, 75% of leaders believe that AI improves collaboration among team members. 

Future trends predict that AI and machine learning will become more integral to knowledge management, improving information organization, context understanding, and predictive capabilities. APQC predicts that the top priority technology for knowledge management teams will be AI. 

Transferring Expert Knowledge 

Businesses are increasingly recognizing the value of sharing knowledge. Moving forward, we can expect more initiatives to promote collaboration and expertise sharing among employees. It's no longer acceptable for only a select few to hold critical information within a company.

In today's fast-paced world, businesses require agility and proactive approaches, which can only be achieved through cooperation and teamwork among all team members.

This trend may also involve adopting various technologies to facilitate knowledge transfer. Therefore, we can anticipate greater use of knowledge-based software and advanced technologies such as virtual reality (VR). Research has shown that VR for business purposes can enhance collaboration, replicate the effects of in-person meetings, aid in knowledge transfer from the teacher to the listener, and contribute to quicker learning.

Collaborative Knowledge Base Platforms

Software that supports various collaboration options is critical for companies. It helps create a more connected and cooperative environment, which is essential for sharing knowledge and working together effectively. In 2025, companies are paying more attention to spreading knowledge across different departments that haven’t always worked together.

By making it easier for teams like marketing, sales, and IT to share information and ideas, companies can solve problems better, make better decisions, and boost overall efficiency. Sharing knowledge provides many benefits and has become a key factor in determining a company's success. 

Boosting Workplace Learning with Videos

Learning through videos is a widely popular method that has been extensively utilized for many years. According to research.com, numerous surveys and research studies demonstrate the prevalence of using videos as a learning tool in companies. 

In a 2019 survey involving 2000 companies, 74% of mentors reported using videos in their training processes. Another survey revealed that self-paced learning through videos was the most common form of learning in 2019, with 63% of training teams opting for self-paced virtual learning and 61% utilizing mentor-led videos.

This trend continues in 2024 and can potentially bring many benefits to companies. Statistics indicate that online learning can lead to a 50% increase in employee and student retention, as well as a 15-25% improvement in employee performance.

Key Findings from Helpjuice Case Studies

Helpjuice has played a crucial role in helping numerous companies improve knowledge sharing among colleagues and customers. 

Over the years, we have documented detailed case studies that demonstrate how we've assisted companies in enhancing knowledge sharing. These real-life examples showcase the significant improvements and outstanding results achieved by companies through the implementation of knowledge-based software. 

Let's take a look at the most impressive results from a few of our clients - Virgin Mobile, Canopy, Fujitsu, KaarbonTech, and Auger Cuts.

  • Virgin Mobile: After adopting Helpjuice, the company experienced a 45% increase in knowledge base click rates. Prior to this implementation, their click rate was under 5%. Virgin Mobile sought a straightforward, SEO-friendly solution to improve customer access to answers, and it was a resounding success. As a result, customer support query numbers were drastically reduced. 
  • Canopy: By using Helpjuice, Canopy reduced support tickets by 75%. They additionally streamlined their onboarding process, cutting the onboarding time for a new customer from two days to a matter of minutes. 
  • KaarbonTech: Helpjuice contributed to a 70% reduction in support tickets for KaarbonTech.
  • Fujitsu: The company achieved a 30% decrease in phone calls and emails through the implementation of Helpjuice’s software. 
  • Auger: Helpjuice’s knowledge base software reduced out-of-hours support requests by 80%. Additionally, users were able to find the data they were searching for five times as fast as they were prior to implementation.https://helpjuice.com/demo

 

Knowledge management is constantly evolving. The statistics show that, in 202, AI will become a key player in knowledge management, and there will be a noticeable shift toward self-service options. Additionally, the market for knowledge management is growing, and we can expect to see our colleagues through the lenses of virtual reality.

Case studies from Helpjuice also highlight the practical benefits of using knowledge-based software. These examples show how companies have improved their knowledge sharing and achieved significant results by implementing a knowledge base that improves overall knowledge management.

Therefore, to remain competitive, it is crucial to keep up with the latest events and developments and adopt the right tools. Moreover, staying informed and updated about the latest trends will help you navigate the turbulent landscape of knowledge management successfully and help you make better future decisions.