Keeping your customer base happy is a fundamental element of owning a business. Although there are several ways of doing this, lượt thích customer loyalty programs and receiving feedback, one often overlooked option is the use of knowledge management software.
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Equipping your customers with knowledge about how best to use your sản phẩm or service is a surefire way lớn keep them coming back for new offerings you launch.
However, identifying this knowledge is only half the battle. Once information is collected, you need a way khổng lồ distill it into a consumable format as well as organize, share, và analyze it. Without these steps, your newfound knowledge won"t have much nguồn at all. The good news is that there are a number of knowledge management systems available today to help you with these steps.
In this blog post, here"s what we"ll review:
Let"s get started.
What is knowledge management software?
Knowledge management software organizes information so that employees & customers can quickly access và distribute it. This công nghệ pools data into one collective resource, preventing data silos và making it easier khổng lồ find information. By having all knowledge in one location, stakeholders know exactly where to lớn go when they have questions about your business.
Knowledge management software also includes options for nội dung creation such as a knowledge base which can be used by both your customers và your employees. These customer self-service options improve the customer experience because users can find quick và simple solutions without calling into support.
Benefits of Knowledge Management Software
Knowledge management software provides a wide range of benefits, including:
1. Personalized Customer Service InteractionsWhen customer data is readily available, service agents can use this information to personalize the customer experience.
For example, if your team uses a CRM, you can store data about past interactions with your customers. Then, you can recall that information the next time the customer reaches out to lớn your business. This builds a long-term relationship with your customers which improves service experiences & prevents churn.
2. Faster support SolutionsThe purpose of knowledge management software is to lớn centralize information. When that happens, both employees and customers can solve problems faster.
Employees know where to find important resources, & customers can use self-service solutions lớn overcome common roadblocks. And, when your team provides faster solutions, you can expect an increase in customer satisfaction.
3. Reduced Service VolumeAdding a knowledge base to lớn your trang web is a major advantage for your customer service team. Common và simple customer problems no longer require an agent to lớn solve them.
Instead, customers can seek out their own solutions without picking up the phone or writing an email. When you remove these simple cases from your tư vấn queue, your service team can spend more time focusing on complex & urgent issues.
Next, let"s talk about what an xuất hiện source knowledge base is, what makes this type of knowledge base unique, và why you"d want to lớn use one.
An xuất hiện source knowledge base is a platform that is typically built by software engineers who work for the company that needs the knowledge base. Xuất hiện source knowledge bases are highly customizable which makes them applicable in virtually any business or industry.
Let"s talk about some more reasons why you might want an mở cửa source knowledge base.
Benefits & Common Use Cases for an open Source Knowledge BaseHere are some benefits & common use cases for when & why you"d want your knowledge base to lớn be xuất hiện source.
Customize it to your liking because it"s built in-house (or built by a developer you hire).Save money because the original, modifiable code for xuất hiện source knowledge bases is free.Rely on internal experts and developers for support when using và growing your knowledge base (versus paying for access khổng lồ a SaaS knowledge base"s support team).Integrate your knowledge base with other software you already use (this is typically simple since a developer will be building it).Self-host your knowledge base on your own server versus another product"s server.Don"t limit scalability or potential for growth with a pre-built Saa
S knowledge base.
Lastly, if you"re looking for some examples of open source knowledge base software, check out Bitrix24 và Open
KM in the danh sách below.
Hub
Spot Knowledge Base Software Guru Document360 emcanbaove.edu.vn Live
Chat Click
Up Hiver Scribe Pro
Profs Knowledge Base Bitrix 24 Sabio Quip Knowmax Service
Now Bloomfire Tettra Intelligence
Bank Open
KM
1. Hub
Spot Knowledge Base Software
Price: $360 per month for Professional Service Hub
Image Source
Hub
Spot"s Knowledge Base Software is a powerful tool that saves your team valuable time when building your knowledge base. It integrates with other channels that are used for rep-to-customer interaction such as e-mail and chat — this helps users find your knowledge base & the most relevant nội dung to them within it. You"ll also get an in-depth view of powerful metrics including: engagement, sentiment, search, tickets and conversations, ticket deflection, & maintenance suggestions.
SEO capability
Engaging user experience
Performance insights tools
2. Guru
Pricing: không tính phí Starter PlanImage Source
Guru is a software designed to connect all of your company"s data together. It uses AI to lớn suggest information khổng lồ your reps in real-time, so your team doesn"t have to search for data during a service interaction.
Also, the more you use Guru, the better the software gets. Since it"s machine-learning, Guru will improve its performance over time & adjust to your team"s day-to-day workflow.
Key Features:Automated onboarding for employeesMicrosoft Teams Integration
Knowledge Alerts for real time learning updates
3. Document360
Pricing: $99 for the Startup planImage Source
Document360 is a knowledge management software that helps you create a knowledge base portal quickly. It can create hàng hóa documentation, user manuals, wiki, FAQ pages, help documentation, và more for your customers và internal teams.
Document360 enables 24/7 self-service that reduces the volume of customer tickets and provides instant tư vấn to users. It"s highly customizable và can help authors remain productive và produce high-quality work with features like a rich editor, category manager, & real-time tìm kiếm engine.
Key Features:Product documentation supportUser manuals
Rich editor
Real-time search engine
4. Knowledge
Base
Price: $59 per month for One Plan
Knowledge
Base is a knowledge base software you can use to organize, manage, & share your knowledge resources within your organization and with customers seeking support. It’s an easy-to-use tool that helps to create an internal knowledge base to lớn improve your knowledge alignment, communication, và workflow.
Knowledge
Base allows your support team to lớn provide faster and more comprehensive answers khổng lồ customers, improving the responsiveness of your support and the total number of handled requests. You can create a self-service help center that lets your customer find answers anytime they want and without contacting your agents. You can customize your help center including colors, links, images, & more to lớn match your branding. You can also pack help articles with GIFs, videos, và images.
If you’re using Live
Chat, you can connect it with Knowledge
Base to get access to your help resources directly inside the chat window. With data from Insights, you can better understand how customers interact with your information và fill the knowledge gaps as needed.
Chat widget và integration with help resources
Rich text editor with engaging và helpful articles
Customizable help center
Article, topic, keywords, và visibility management
5. emcanbaove.edu.vn
Price: 14-day không tính tiền trial
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emcanbaove.edu.vn has unique customization tools that let you kiến thiết every aspect of your knowledge base. This includes styling options that make layouts more user-friendly to your readers.
Authors can also work together on new posts và share page previews prior to publishing. If they make a mistake, every revision is recorded so you can revert to previous versions of your post when needed.
Key Features:User-friendly style optionsUnlimited text formatting
Easy team collaboration on content
Ability to lớn revert lớn past versions
6. Click
Up
Pricing: Free
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Click
Up is an all-in-one productivity platform built for teams across industries. Its free Forever Plan is packed with a range of powerful và customizable features lớn accommodate any type of work—including a dynamic document editor for knowledge management: Click
Up Docs.
Create beautifully formatted knowledge bases in Click
Up Docs that can be connected khổng lồ workflows, making executing ideas easier than ever before. Work alongside your team with collaborative detection & editing, customize your visual hierarchy using nested pages, format with headers, tables, lists, upload truyền thông to make your writing stand out, and more. Easily protect your Docs with privacy & edit controls—create shareable link and manage permissions for the team, guests, or public access.
7. Hiver
Pricing: $15 per month for the Lite Plan
Hiver is an intuitive knowledge base solution that works alongside your customer service software. Hiver helps support teams build a centralized repository of tư vấn articles and host the same on your website. Create distinct categories & let customers navigate khổng lồ their queries faster without having lớn scroll all the way. They can also use the tìm kiếm bar embedded by default to help simplify your customer resources.
Hiver also allows you lớn integrate third-party apps lượt thích live chat and project management tools via custom snippets to lớn improve the efficiency of your knowledge base. In the case of an unclear or missing answer, customers can raise a ticket from within the same tab, making self-service easier than ever.
Key Features:Self-service knowledge base with easy implementationCentralized hosting for all articles, guides, và other resources
Tons of integrations including Gmail, live chat, và more
8. Scribe
Pricing: Free
Scribe is a knowledge management và sharing platform that allows teams khổng lồ quickly create & share their documentation. With the Chrome extension or desktop application, Scribe captures your screen while you complete a process, then turns your work into a step-by-step guide. Those Scribes can be shared with a links or embedded within an existing knowledge base. Teams can also access shared Scribes in folders, or multiple Scribes can be combined with other content into larger Pages.
Scribe can be used as a standalone product for knowledge sharing, or it can be used in conjunction with the other tools on this list. Scribe is used for internal and external knowledge management, knowledge base articles, SOPs, technical documentation, & more.
Key Features:Free Chrome extension with unlimited document creation and usersAutomatic screenshots, screen capturing, và written instructions
Suggested Scribes that recommend the most popular guides for different software and tools
9. Pro
Profs Knowledge Base
Pricing: $30 per month for the Essentials Plan
Pro
Profs Knowledge Base is a simple, yet powerful tool that helps you provide instant self-help support to your customers as well as employees. Suitable for small businesses và enterprises, this tool can be used to lớn write knowledge base articles from scratch, import existing word docs or PDF files, and publish in a single click.
The tool provides a variety of professionally-designed templates khổng lồ get started quickly. Moreover, its built-in reporting system gives insights into what questions people are looking for và what they are not finding answers to. You can use this data to improve and update your knowledge base accordingly.
Key Features:Import existing word documents and PDFsBuilt-in templates and analytics reporting
Private knowledge base access available
10. Bitrix 24
Price: Free
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Bitrix 24 is a free, open source knowledge base that simplifies the processes of organizing và sharing information. The software is suitable for all businesses including SMBS and enterprises.
The Bitrix24 code is entirely modifiable so you can completely customize your knowledge base. You can also integrate various apps with your knowledge base to enhance its capabilities.
Key Features:Free software with unlimited usersSix collaboration tools
Built-in CRM và website builder
11. Sabio
Price: $8 for Sabio TeamImage Source
Sabio positions itself as a "serviceware solution" that"s designed to get you the best return from your company"s data. It"s a constantly updating system that frequently rolls out new perks và features.
One of its most notable features is the "Tree" tool that lets users quickly browse through related articles in your knowledge base. This improves UX because it proactively suggests content that"s relevant to a user"s goals.
Key Features:Password protection and Serviceware monitoringFiltered search results ranked according lớn five factors
Pre-set automated workflows
12. Quip
Price: $10 for the Starter Plan
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Quip has a powerful documents tool that lets you create or upload new knowledge base articles. You can upload spreadsheets, slideshows, customer conversations, và an array of tệp tin types khổng lồ ensure all of your company data is stored in one place.
Quip also comes with an internal chat function so your team can work together when creating content. By collaborating in real-time, your team will avoid miscommunication that typically leads to inaccurate or confusing content.
Key Features:Flexible templatesUnlimited documents
Mobile-ready spreadsheets
Team chat rooms
13. Knowmax
Price: tương tác for Pricing
Knowmax is an AI-powered knowledge management software with a one-stop-shop to lớn create, manage & distribute knowledge for a superior customer experience across touchpoints. Knowmax integrate with your existing customer service tools khổng lồ make your customer service frictionless.
Knowmax is a no-code DIY platform where you can create content without requiring any technical expertise. The thiết kế of content modules is purpose-built khổng lồ deliver complex knowledge in easily consumable formats. It will also give you insights into the average usage of content, user engagement patterns, đứng đầu searched keywords, & time spent on each content piece
Key Features:Omnichannel-ready knowledge baseCognitive decision trees to lớn organize complex SOPs
Visual how-to-guides for immersive customer experiences
Micro-segmented analytics to lớn track knowledge base health
Price: contact for Pricing
Image Source
Service
Now offers knowledge management solutions that are both internal and customer-facing. The internal options help IT teams manage and record incoming service requests by saving service interactions lớn a central database. This helps IT teams create knowledge base articles that are based on common employee problems.
Feedback management
KCS v6 verification
15. Bloomfire
Price: $25 for the Basic Plan
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Bloomfire is a cloud-based knowledge management software that encourages both employees và customers to be self-sufficient. It uses AI-generated tags lớn categorize information, making your most-used data easier lớn access.
It also supports a wide range of integrations so you can connect tools lượt thích Slack, Dropbox, & Google Drive to your central database. This way, you can upload existing documents into Bloomfire và then transform them into self-service knowledge base articles.
Key Features:Automated content taggingUnlimited storage
Usage reporting insights
16. Tettra
Price: free to startImage Source
Tettra is a knowledge management solution designed for internal teams. It"s intuitive, và has an interface that"s easy to use and navigate. Its most notable feature is its Slack option that lets users ask questions through their Slack app. This way, employees can search and tóm tắt answers from your knowledge base without leaving their internal messaging tool.
Key Features:30-day version historySlack Q&AGoogle groups integration
17. Intelligence
Bank
Price: tương tác for pricing
Image Source
Intelligence
Bank is an all-in-one tool that helps your service team align with your sales and kinh doanh efforts. For example, in addition lớn its service features, it also has sales enablement features that ensure your sales team has the most current customer data. These options let sales reps customize proposals và send alerts to managers whenever new items are available.
Project calendar và planner
Online document management with advanced search
18. Open
KM
Price: liên hệ for pricing
Image Source
Open
KM is an xuất hiện source knowledge base and nội dung management system. It helps organize, share, & evaluate the information you want in your knowledge base.
With Open
KM you have the ability lớn create more than one content library as well as provide access to lớn your website visitors and entire org (e.g. Say you were building an internal directory).
Review, approval, & validation workflows
Task management
Whether you"re using knowledge management software for internal or external use, you"ll want lớn keep these tools in mind before your next onboarding.
Editor"s note: This post was originally published in November 2020 và has been updated for comprehensiveness.
We’ve put together a list of the best knowledge management software for 2023 along with their features, capabilities, pros và cons.
If you’ve invested any amount of time into knowledge management within your organization, you know how involved a process it is.
In the simplest of terms, knowledge management encompasses all processes that khuyến mãi with:
Collection of knowledge and informationStorage of incoming & currently-owned knowledge
Communication và interpretation of this knowledge
Creation, deployment, and use of organizational information và knowledge
Needless khổng lồ say, the vast majority of these processes involve the use of a variety of knowledge management software and tools.
These tools, then, are a vital aspect of your overall knowledge management system.
Looking lớn improve your organization"s knowledge management strategy? Sign up for a 14-day không tính phí trial to see how emcanbaove.edu.vn"s knowledge base software can help with capturing, organizing, và sharing organizational knowledge.
What is Knowledge Management Software?
Knowledge management software is any công nghệ platform that helps businesses better capture, organize, manage, và make use of the knowledge and expertise of their employees. This can include information about processes, best practices, policies, procedures, and other important information that is relevant khổng lồ the organization.
Most knowledge management tools offer a variety of functionalities that help organizations better manage their knowledge, such as search and navigation features, powerful analytics, nội dung management, and access control. All of this makes the organizational knowledge that resides in your company to become easily discoverable and shared with the appropriate stakeholders, thereby improving business efficiency, productivity, & innovation. Now that we have an idea of what knowledge management software is as well as some of its key benefits, let"s take a look at the various types of knowledge management platforms that you"ll want to lớn look at in order to lớn improve your overall knowledge management capabilities.
For each of these technologies, we"ll provide examples of some of the best knowledge management software on the market.
Without further ado, let’s dig in.
Knowledge Base and Wiki Software
Knowledge base software as well as wiki software typically serves as the foundation of any knowledge management system as the purpose of these tools is khổng lồ ensure that the right people have access to the right knowledge at the right time.
Essentially, a knowledge base or a wiki allows you lớn capture both the tacit knowledge và explicit knowledge of your various employees và organize it in a self-serve digital library that can be easily shared & put into action when needed.
Let"s take a look at some of the more popular options when it comes to lớn knowledge base software.
1. emcanbaove.edu.vn
emcanbaove.edu.vn"s knowledge base software allows you khổng lồ easily create top-notch internal knowledge bases as well as customer-serving knowledge bases.
emcanbaove.edu.vn"s software comes with a range of customization features that allow you to lớn tailor the look và feel of your knowledge base to lớn fit your brand. There are also plenty of collaboration features that let teams collaborate remotely and in real-time. Managers can make comments, assign tasks, request revisions, view version history, and more. Additionally, emcanbaove.edu.vn"s advanced reporting và analytics features help you keep track of the performance of your knowledge base & make relevant improvements.
Features:
Advanced analyticsInstant, Google-like search
Easy-to-use editor with WYSIWYG và markdown options
Collaborative features, including a live commenting feature
Integration with a range of tools like Salesforce, Zapier, Slack, & Microsoft Teams
Localization/multiple languages
Excellent customer support, hands-on user onboarding, and không tính tiền expert customization
2. Guru
Guru is a corporate wiki tool built mainly for Saa
S and B2B tech companies. It comes with an intuitive và straightforward WYSIWYG editor for content creation and features for detecting duplicate content.
There"s a native Guru-Slack integration that works smoothly & lets users instantly capture knowledge. Guru"s AI even suggests appropriate tags for your nội dung based on other nội dung and how your team works with it.
The advanced analytics features let you see what your team uses và when they"re using it. However, it"s important to cảnh báo that nội dung is organized into collections, boards, groups, and cards which can take a while lớn set up & can possibly overwhelm new users.
Features:
Intelligently-suggested tagsAdvanced analytics Browser extension
3. Confluence
Confluence can be a good pick for teams using other Atlassian products, like Jira & Trello. The software integrates smoothly with these tools so that information can flow freely among everyone in the organization. You can use the platform khổng lồ store all kinds of documents your teams need, from quarterly planning docs to new hire blogs.
Confluence is a good option for businesses needing a knowledge base with project collaboration features. You can choose between 75+ templates for quicker document creation and địa chỉ cửa hàng additional features & integrations through apps in the Add-in Marketplace. New users can expect a bit of a learning curve.
Features:
Apps & integrationsAnalytics
Sandbox
4. Notion
Notion is a suitable tool for companies that need an all-in-one solution where they can combine knowledge management, project management, and other tasks into one system.
Instead of using a bunch of separate tools, you can easily migrate your existing knowledge documents into Notion. Notion will then automatically organize your nội dung and prioritize it based on importance, cases, and value. Keep in mind that Notion is best for creating internal knowledge bases. If you"re looking for a knowledge base with more built-in features lớn help with creating customer-facing knowledge bases then you"ll want to lớn consider a Notion alternative.
Features:
CategorizationContent management
Markdown editor
5. Document360
Document360 is a Saa
S knowledge base platform that allows you to lớn create both customer self-service knowledge bases as well as internal knowledge bases.
Document360 features a range of tools và features for creating, organizing, & publishing content to help facilitate knowledge sharing as well as improve overall organizational efficiency.
Features:
Content editorKnowledge base assistant that connects your sản phẩm or website khổng lồ your knowledge base
API access
Document Management Systems
Document management systems (DMS) are software tools that help organizations manage, store, and track electronic documents và images. In the context of knowledge management, DMS can be used khổng lồ store và organize important business documents, such as policies, procedures, & technical guides, making them easily accessible lớn employees.
A DMS operates as a sort of digital filing cabinet, as it allows organizations khổng lồ locate and access necessary documentation with ease—while ensuring the documentation remains secure at all times. (Note: While a DMS and EDMS are sometimes used interchangeably, an EDMS tends lớn have enhanced features khổng lồ help with managing document workflows).
Needless khổng lồ say, a high-quality DMS tool is an essential part of your organization’s overall knowledge management system.
Let’s take a look at some of the most popular document management systems on the market.
1. Concord
Now
(Source)
Concord is a cloud-based DMS focusing specifically on storing contractual documentation.
Organizations can use Concord throughout the contractual process—from creation to implementation.
Specifically, Concord enables organizations to:
Create new contracts using templates and pre-created documentsReview contracts internally & with third-parties both on- and offline
Approve và sign contractual agreements
Store & manage official contracts & other documents
By streamlining the process of creating and documenting digital contractual agreements, Concord allows you khổng lồ focus more on actually moving forward with said agreements in a productive & efficient manner.
Pros:
Intuitive user interfaceAbility khổng lồ manage và track workflow lifecycles
Third-party integrations
Cons:
Issues when migrating from a separate tool2. M-Files
(Source)
M-Files is a DMS that aims lớn streamline your organization’s document-related processes to improve overall business performance.
M-Files does this by allowing your team khổng lồ create workflows for creating, storing, and retrieving electronic documentation. This, in turn, allows you to lớn reduce redundancies, avoid conflicts, and protect against data loss.
With M-Files, you’ll have complete visibility and control over your digital documents at all times.
Pros:
Easy khổng lồ pick up và goCustomizability
Integration và migration processes
Cons:
Technical support and documentation lacking at times3. E
File
Cabinet
(Source)
e
File
Cabinet provides another option for organizations looking for a comprehensive DMS solution.
e
File
Cabinet ensures you’ll always be able khổng lồ find the documents you’re looking for at any given time.
The software’s automated filing capabilities, coupled with robust tìm kiếm capabilities, ensure your documents are always at arm’s length—while remaining secure at all times.
Pros
Organizational, navigational, and search functionsMobile-friendly interface and processes
Security và accessibility options
Cons
Some processes not as streamlined and intuitive as could be4. Teamwork
(Source)
Teamwork is primarily known as a team management software, but they also have a really great knowledge management add-on called Teamwork Spaces.
Teamwork Spaces provides a number of features and functions to lớn help enhance collaboration, including:
Ability lớn transform documents with interactive widgets A powerful editorInfo panels
Integration with Teamwork (task management, chat, project management etc)
With Teamwork Spaces your team will have a single source of truth & an integrated project management software that ensures you get stuff done, fast.
Pros
Professional documents with dynamic content for your team and clients.Follow & get notified about important topics that need your attentionEasily collaborate across teams
Cons
Limited features in miễn phí versionLearning Management Systems
Learning management systems (LMS) are software tools centered around the storage, tracking, và delivery of professional online training and development programs as well as other educational materials in an effort to lớn improve overall organizational learning. This is particularly useful for knowledge management, as an LMS can be used to lớn store & organize learning materials, such as instructional videos, articles, và quizzes, và deliver them to employees in a structured, organized way.
Some key features of LMS include:
Course creation and management. LMS allows users to create & manage online courses, including uploading learning materials và setting up assessments & quizzes. Learning tracking và reporting. LMS tracks the progress of learners through a course & generates reports on their performance, making it easy for managers to lớn monitor employee learning & identify areas for improvement. Collaboration. LMS often includes collaboration tools that allow learners to communicate with each other and with instructors, fostering a sense of community and collaboration. Mobile access. Many LMS are designed to lớn be mobile-friendly, allowing learners to lớn access course materials and complete assignments from any device. Integration with other tools. LMS can be integrated with other software tools, such as HR systems, making it easier for organizations khổng lồ track employee learning & development.A high-quality LMS, then, is one that enables organizations to lớn deliver the information held within these documents as efficiently as possible.
1. Docebo
(Source)
Docebo is an AI-powered learning management system that allows for the creation, storage, and delivery of multimedia lessons, courses, và other educational content.
In enabling easy access to lớn interactive, engaging, experiential learning materials, Docebo allows your team members lớn quickly learn new skills và gain new knowledge.
They can then just as quickly turn around & begin using this new knowledge to lớn the benefit of your organization.
Pros
Simple và intuitive onboarding process và UIPre-made widgets help simplify processesSoftware constantly being improved
Cons
Integrations with third-party tools can be difficultUpdates sometimes unpolished or buggy
2. Travitor
(Source)
Travitor allows organizations to lớn create, develop, và deliver training programs—both live and on-demand—to their employees.
In addition khổng lồ the basic LMS functionality offered by Travitor, the tool also provides full reporting and analytics of employee engagement with learning materials.
This allows managers lớn better understand where their employees’ strengths và weaknesses lie—in turn enabling them lớn focus future training sessions accordingly.
Pros
User-friendly onboarding & trainingNavigability
Customizability
Cons
Reports not as robust as other options3. Thought Industries
(Source)
For organizations looking to lớn create & deliver audience-facing learning materials for monetization purposes, Thought Industries has you covered.
Thought Industries’ LMS tool makes it easy lớn create fully-brandable, engaging educational experiences for your audience. This allows you lớn quickly bring your courses and classes lớn the market—ensuring for maximum profitability in the process.
Pros
Scalability in terms of features specific lớn your needsSimple, mobile-friendly UIComprehensive, all-in-one LM tool
Cons
Lacking in customization optionsSome navigability issues at certain touchpoints
Decision tư vấn Systems
Decision support systems (DSS) are computer-based systems that are designed to help decision-makers analyze data và make more informed decisions. They can be used in a variety of settings, including business, government, and healthcare, to support decision-making in areas such as resource allocation, risk management, và strategic planning.
DSS can be particularly useful for knowledge management because they can help organizations extract insights from large amounts of data và present them in a clear, concise, và actionable way. Decision tư vấn systems typically include tools for data analysis, visualization, and modeling, which can help decision-makers better understand complex issues & identify trends & patterns that may not be immediately apparent.
While DSS’ can be used to lớn collect and manage data of any kind, the most common type of data involved revolves around:
Marketing and sales performanceSupport services
Internal processes
The goal is lớn use data lớn identify the paths that will lead to lớn the most growth for your business, be it financial growth, improved productivity, or otherwise.
1. Salesforce Analytics Cloud
(Source)
Salesforce Analytics Cloud allows you khổng lồ combine & experiment with a wide variety of data points in order to:
Gather further insightIdentify causal and other relationships
Answer burning questions within your organization or industry
For Salesforce users, Analytics Cloud will always make the path of least resistance crystal clear—allowing your organization to move forward with confidence.
Pros
Highly-customizable dashboardTechnically fast & efficient
Highly secure
Cons
Requires Salesforce, và only considers data piped through SalesforceRequires higher-than-average technical knowledge
2. Directorpoint
(Source)
Directorpoint is a board management tool that allows C-suite teams lớn administer and manage meetings with ease.
With Directorpoint, teams can create meeting calendars, agendas, & other content-related materials during the planning phase—then deliver these materials lớn the necessary individuals once the time arrives.
Additionally, Directorpoint allows teams to lớn communicate và collaborate in real-time. Whether sending full documents và files, or delivering surveys và other interactive materials, Directorpoint ensures your remote meetings will proceed as if its taking place in one physical location.
Pros
Intuitive UIShare multimedia and nội dung and data in real-timeSupport services
Cons
Minor issues with customization3. Riskturn
(Source)
Riskturn is another tool that uses big data to lớn help inform business decisions—in this case, with the specific goal of mitigating the financial risks involved in making such decisions.
Using a myriad of financial & other data, Riskturn runs simulations khổng lồ determine the most likely scenario(s) to come from a given decision. This allows you lớn the best course of kích hoạt not just for the situation at hand, but for future endeavors revolving around the same issues, as well.
In other words, Riskturn doesn’t just point your team in the right direction; it also allows your organization lớn gain a true understanding of why a certain direction is the right way to lớn go. In turn, your team will be equipped lớn continue making optimal decisions moving forward.
Pros
Intuitive UI và reports dashboardMultiple forecasting options và settings
Adaptable & scalable to your business’ needs
Cons
Selective danh sách of integrations (but Riskturn’s team is responsive in adding in-demand integrations)Collaboration Tools
Whenever your teams engage with one another, knowledge is created và shared.
This is why collaboration tools are such a vital component of knowledge management as they help lớn facilitate communication & collaboration among team members. You can then make use of another type of knowledge management tool, such as knowledge base software, to more effectively capture, organize, & disseminate the ideas & information that"s being shared via collaboration software.
It’s essential, then, khổng lồ consider how the communication và collaboration tools your organization uses tie into your overall knowledge management software stack.
Specifically, you want to know that:
This knowledge can be communicated in a variety of formats Engagements are logged, & knowledge is stored, at all timesIntegration capabilities
1. Samepage
(Source)
Samepage is an all-in-one collaboration software that allows teams khổng lồ remotely manage & work on projects together.
Samepage provides a number of features & functions to lớn help enhance collaboration, including:
Multimedia chatScreen- and file-sharing
Task management
With Samepage, your team will—literally và figuratively—always be on the same page when
Pros
Robust project management capabilitiesAbility to create customized teams
Easy cài đặt and onboarding
Cons
Backend navigability sometimes not intuitiveRelatively high cost
2. Blink
Blink is a communications tool aimed at enabling teams to lớn maintain alignment when members are constantly “on the go.”
For teams with employees “in the field,” or for organizations with multiple physical locations, Blink helps ensure everyone involved can communicate, collaborate, và deliver information lớn one another at all times.
Blink also provides comprehensive reports and analytics revolving around collaborative engagements, allowing your teams to lớn make adjustments lớn processes as necessary.
Pros
Mobile-friendly capabilitiesStrong tìm kiếm and navigation capabilities
Ability to lớn create multiple channels and chat groups
Cons
Cost for higher-tiered solution may be too expensive for smaller companies3. Dial
My
Calls
Dial
My
Calls is a simple communications tool used khổng lồ deliver automated messages via text or phone lớn various audiences.
In terms of knowledge management, organizations can use Dial
My
Calls khổng lồ communicate essential information lớn your internals teams and/or your customers as needed. With Dial
My
Calls, you can identify specific individuals within your liên hệ list to target with specific messages, & schedule them khổng lồ be delivered at the optimal moment.
Dial
My
Calls also provides reports on audience engagement, allowing you to both address internal miscommunications appropriately, and improve your customer-facing messaging accordingly, as well.
Pros
Simple tool for automated communicationsAbility to analyze deliverability & efficiency reports for messages
Affordable for growing businesses
Cons
Minor issues with tìm kiếm history accessibilityProcess of adding liên hệ info to lớn new liên hệ profiles can be unintuitive & time-consuming
Intranet Software
Intranets are internal networks that are used by organizations to giới thiệu information & resources among employees. They can be used as a type of knowledge management software as they provide a centralized platform for storing & sharing information & documents within an organization.
Intranet software can include features such as document libraries, wikis, and forums, which can be used khổng lồ organize và share knowledge among employees. Some intranets may also have tìm kiếm functionality & other features specifically designed for knowledge management.
1. Microsoft Share
Point
Microsoft Share
Point is a web-based platform that is designed khổng lồ help organizations collaborate & share content. It includes a range of tools and features for document management, collaboration, and communication, as well as custom development capabilities.
Share
Point is often used as a tool for knowledge management because it provides a centralized repository for storing & organizing digital content, as well as tools for collaboration & communication. It can be used to create intranet sites, document libraries, and other collaboration spaces that can facilitate knowledge sharing and collaboration among team members.
Features:
SharePoint includes tools for storing, organizing, & managing digital documents, such as documents, presentations, and spreadsheets.Share
Point includes tools for collaboration & communication, such as discussion forums, wikis, and social networking features.
Pros
It integrates easily with other programs within the Microsoft Suite It’s highly customizable It can be used for a variety of internal & customer-facing purposesCons
Lacking in the number of integrations for software outside Microsoft"s SuiteFunctionality surrounding permissions can be confusing
Not very friendly for new users
CRM Tools
CRM software is used more for managing customer-related information so it"s technically not considered a type of knowledge management software as knowledge management software is more focused on managing & disseminating organizational information & knowledge while CRM software is focused on managing and optimizing customer relationships.
With that said, we"ve decided lớn include this section on our danh sách of the best knowledge management tools as the knowledge your organization learns about your customers as time goes on is vital to lớn the success of your business. Moreover, there is some overlap in functionality và CRM software can be used in conjunction with knowledge management software.
So without further ado, here are some of the best CRM tools available.
1. Hub
Spot CRM
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Hub
Spot’s CRM provides a centralized location on which to lớn store any and all customer-related data.
In centralizing your data via Hub
Spot, you’ll ensure your various team members are always seeing the most up-to-date information on their audiences.
This includes data on the customer’s persona và behavioral profiles, as well as their engagement history with your company.
In staying on the same page when engaging with your customers, your team can provide a streamlined experience khổng lồ each individual they serve.
Hubspot also helps teams score leads and segment customers based on the known data about them. In turn, your team can create highly-relevant content and offers that resonate with specific customers within your base.
Pros
Intuitive UI và simple onboardingPowerful integrations
Scalable for growing businesses
Cons
Customizability not as flexible as other optionsSome instances of bugs and/or crashes reported
2. Salesforce Sales Cloud
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Salesforce Sales Cloud is a fully-customizable CRM that allows teams khổng lồ capture customer information and updates in real-time.
With Sales Cloud, your team can create customized sales pipelines for specific customer segments—and even individual audience members. You can then set up workflows khổng lồ reach these targets in the most efficient way possible.
Once you mix your workflows in motion, you can then begin capturing results within Sales Cloud’s reports & analytics dashboard. Here, you can identify leaks in your funnel & gaps in your buyer’s journey—and begin working on cleaning up these areas as needed.
Pros
Customized functionalityIntegrates with thousands of tools
Continually updated by Salesforce team
Cons
Learning curve (and tool overall) may be too complex for non-technical startupsCost may be too expensive for startups
3. Pipedrive
(Source)
Pipedrive is a CRM that focuses heavily on identifying and prioritizing high-quality leads among your target audience.
Once you’ve identified your high-value targets, you can then use Pipedrive khổng lồ create customized funnels based on your target’s profile & other relevant factors.
You can then mix up automated workflows lớn optimize your target’s path to lớn purchase—increasing their probability of converting even further.
Pros
Automation simplifies otherwise time-consuming tasksUser-friendly pipeline customization UIAffordable for small businesses
Cons
Customization processes sometimes include redundanciesTool doesn’t scale with the needs of a growing business
Knowledge Management Software Features to lớn Look For
The best knowledge management tools for your organization will depend on your specific needs & requirements. With that said, some of the features you should consider when choosing the right software for your knowledge management initiatives include:
Ease of use. You want software that"s easy to lớn use with a user-friendly interface. This will make it more likely that your employees will actually use the software & contribute their knowledge and expertise.Strong search capabilities. Employees need khổng lồ easily be able to lớn find the information they need, when they need it, making strong search and discovery an important feature to look for.Collaboration. Consider tools for collaboration & communication, such as community forums, knowledge bases, project management, and social networking features, khổng lồ facilitate knowledge sharing and collaboration among team members.Security và access control. Look for software that includes these features so you can ensure that sensitive information is protected from unauthorized access.Version control. This is important for allowing team members to track changes lớn documents và other content over time, và to revert lớn earlier versions if necessary.Integrations. Ideally, the knowledge management software you choose can integrate with whatever other tools are in your tech stack so that you can streamline processes as well as leverage the data from your other tools. Customization. Look for software that is customizable and can be tailored khổng lồ meet the specific needs of your organization.By considering these key features, you can choose software that will support your knowledge management efforts và help your organization achieve its goals.
Benefits of Using Knowledge Management Software
While it isn"t necessary to use knowledge management software in order khổng lồ implement knowledge management strategies within an organization, it can be a powerful tool for managing & organizing knowledge, & can help to lớn make the process of implementing knowledge management more efficient và effective.
By providing a centralized platform for storing và organizing knowledge, knowledge management software can help to establish a consistent và structured approach khổng lồ managing knowledge within an organization. This can include processes such as capturing and documenting new knowledge, organizing & categorizing knowledge, và making knowledge available to employees.
Using knowledge management software can also help lớn ensure that knowledge management processes are efficient and effective, by providing tools và functionality specifically designed for managing knowledge. For example, knowledge management software may include features such as search functionality, document libraries, and tagging systems, which can help to make it easier for employees khổng lồ access & use knowledge. Moreover, knowledge management software aids in facilitating collaboration between employees & enhances the sharing of information, ideas, & overall expertise.
Essentially, if you want lớn make the most of your knowledge management capabilities, you should incorporate the use of dedicated knowledge management software.
Below are just some of the benefits of using knowledge management software lớn implement & improve an organization"s knowledge management capabilities.
1. Improves Access to lớn Information
Making use of knowledge management software streamlines the process for your employees to access critical information when they need it most. This efficiency not only minimizes the time và effort spent searching for essential knowledge that your employees need lớn properly bởi their jobs, but also guarantees that your employees consistently utilize the most current & accurate information for their tasks.
2. Enhances Internal Collaboration & Knowledge Sharing
The best knowledge management solutions help khổng lồ enable collaboration & knowledge sharing among your employees. Dynamic tools lượt thích knowledge bases, forums, & discussion boards will help your employees to exchange ideas and experiences ensuring that valuable knowledge flows freely throughout your organization.
3. Increases Business Efficiency và Productivity
Knowledge management software is invaluable for organizations juggling vast amounts of data and documents. With the right software, your business will be able khổng lồ organize and store information in a centralized hub, effectively streamlining your processes và elevating overall efficiency.
Moreover, this efficient management, sharing, & utilization of knowledge & expertise empowers your employees lớn work more productively, driving your business forward with confidence.
4. Improves Organizational Decision Making
Armed with accurate & up-to-date information, your employees can make well-informed decisions that drive positive outcomes for your business. Knowledge management software provides easy access to lớn this vital data, empowering your team to lớn confidently tackle challenges và seize opportunities with data-backed insights.
5. Enhances Knowledge Retention
By providing a platform for storing and organizing knowledge, knowledge management tools can help khổng lồ ensure that important knowledge, particularly tribal knowledge, is not lost in a situation where an employee leaves your organization.
6. Enables Innovation
Knowledge management software facilitates access to lớn sources of knowledge & expertise as well as promotes cross-team collaboration, which helps lớn expose your employees lớn new ideas as well as diverse perspectives và expertise. This can lead to new insights & innovative solutions.
7. Improves Your Ability to Provide Awesome Customer Support
Knowledge management software not only benefits your internal teams but also enables you lớn provide superior support to your customers. By centralizing your knowledge base and making it easily accessible, customer tư vấn teams can quickly find accurate và up-to-date information to lớn resolve customer queries.
Furthermore, self-help resources can empower customers khổng lồ find answers independently, reducing support response times và improving overall customer satisfaction. Knowledge-centered support practices can also help your organization identify và address recurring customer issues, ultimately enhancing the customer experience.
Using emcanbaove.edu.vn’s Knowledge Base for Knowledge Management
In an ever-evolving business landscape, organizations grapple with the challenge of effectively managing & utilizing their collective knowledge. Organizational silos, outdated documents, và time-consuming searches plague businesses, hampering productivity and growth.
As your organization grows, these issues become increasingly problematic. Without an efficient knowledge management system in place, internal teams and external audiences struggle khổng lồ access crucial information, leading to lớn delays, miscommunication, và reduced customer satisfaction.
Enter emcanbaove.edu.vn"s knowledge base software, a game-changing solution designed khổng lồ tackle these challenges head-on & deliver tangible benefits for organizations looking to lớn optimize their knowledge management efforts in 2023.
Using emcanbaove.edu.vn"s knowledge base as your knowledge management solution will empower your teams with seamless access lớn vital information, reducing time spent on searching and enabling them to lớn focus on their vi xử lý core tasks. Our intuitive search and navigation features ensure that users can quickly find what they need, boosting overall productivity.
By centralizing your organization"s knowledge, you can use emcanbaove.edu.vn to foster improved communication & collaboration among teams. This unified knowledge repository eliminates knowledge silos, allowing team members to chia sẻ insights, collaborate on projects, & make informed decisions faster.
Creating a knowledge base with emcanbaove.edu.vn doesn"t just benefit your internal teams - it also serves as a valuable resource for your customers. By providing them with easy access khổng lồ relevant information and self-help resources, you empower them lớn find answers independently, enhancing their experience and driving customer satisfaction.
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With our in-depth analytics & reporting, you can identify knowledge gaps, monitor user engagement, & track the overall effectiveness of any knowledge base you create with emcanbaove.edu.vn. This data-driven approach ensures your knowledge management system remains optimized, adapting khổng lồ your organization"s evolving needs.
For more information about how a knowledge base can help your organization, sign up for a không tính phí demo.