Keeping your customer base happy is a fundamental element of owning a business. Although there are several ways of doing this, like 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 product or service is a surefire way to 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 to distill it into a consumable format as well as organize, share, and analyze it. Without these steps, your newfound knowledge won"t have much power 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 and customers can quickly access and distribute it. This technology pools data into one collective resource, preventing data silos and making it easier to find information. By having all knowledge in one location, stakeholders know exactly where to go when they have questions about your business.
Knowledge management software also includes options for content creation such as a knowledge base which can be used by both your customers and your employees. These customer self-service options improve the customer experience because users can find quick and 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 your business. This builds a long-term relationship with your customers which improves service experiences and prevents churn.
2. Faster Support SolutionsThe purpose of knowledge management software is to centralize information. When that happens, both employees and customers can solve problems faster.
Employees know where to find important resources, and customers can use self-service solutions to 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 your website is a major advantage for your customer service team. Common and simple customer problems no longer require an agent to 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 support queue, your service team can spend more time focusing on complex and urgent issues.
Next, let"s talk about what an open source knowledge base is, what makes this type of knowledge base unique, and why you"d want to use one.
An open source knowledge base is a platform that is typically built by software engineers who work for the company that needs the knowledge base. Open 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 open source knowledge base.
Benefits and Common Use Cases for an Open Source Knowledge BaseHere are some benefits and common use cases for when and why you"d want your knowledge base to be open 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 open source knowledge bases is free.Rely on internal experts and developers for support when using and growing your knowledge base (versus paying for access to 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 and Open
KM in the list 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 email and chat — this helps users find your knowledge base and the most relevant content to them within it. You"ll also get an in-depth view of powerful metrics including: engagement, sentiment, search, tickets and conversations, ticket deflection, and maintenance suggestions.
SEO capability
Engaging user experience
Performance insights tools
2. Guru
Pricing: Free Starter PlanImage Source
Guru is a software designed to connect all of your company"s data together. It uses AI to suggest information to 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 and 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 product documentation, user manuals, wiki, FAQ pages, help documentation, and more for your customers and internal teams.
Document360 enables 24/7 self-service that reduces the volume of customer tickets and provides instant support to users. It"s highly customizable and can help authors remain productive and produce high-quality work with features like a rich editor, category manager, and real-time search 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, and 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 improve your knowledge alignment, communication, and workflow.
Knowledge
Base allows your support team to provide faster and more comprehensive answers to 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, and more to match your branding. You can also pack help articles with GIFs, videos, and 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 and fill the knowledge gaps as needed.
Chat widget and integration with help resources
Rich text editor with engaging and helpful articles
Customizable help center
Article, topic, keywords, and visibility management
5. emcanbaove.edu.vn
Price: 14-day free trial
Image Source
emcanbaove.edu.vn has unique customization tools that let you design 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 and 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 revert to past versions
6. Click
Up
Pricing: Free
Image Source
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 and customizable features to 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 to workflows, making executing ideas easier than ever before. Work alongside your team with collaborative detection and editing, customize your visual hierarchy using nested pages, format with headers, tables, lists, upload media to make your writing stand out, and more. Easily protect your Docs with privacy and edit controls—create shareable links 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 support articles and host the same on your website. Create distinct categories and let customers navigate to their queries faster without having to scroll all the way. They can also use the search bar embedded by default to help simplify your customer resources.
Hiver also allows you to integrate third-party apps like live chat and project management tools via custom snippets to 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, and other resources
Tons of integrations including Gmail, live chat, and more
8. Scribe
Pricing: Free
Scribe is a knowledge management and sharing platform that allows teams to quickly create and 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 link 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, and more.
Key Features:Free Chrome extension with unlimited document creation and usersAutomatic screenshots, screen capturing, and 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 and enterprises, this tool can be used to 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 to get started quickly. Moreover, its built-in reporting system gives insights into what questions people are looking for and 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
Image Source
Bitrix 24 is a free, open source knowledge base that simplifies the processes of organizing and 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 and 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 and 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 to five factors
Pre-set automated workflows
12. Quip
Price: $10 for the Starter Plan
Image Source
Quip has a powerful documents tool that lets you create or upload new knowledge base articles. You can upload spreadsheets, slideshows, customer conversations, and an array of file types to 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: Contact for Pricing
Knowmax is an AI-powered knowledge management software with a one-stop-shop to create, manage and distribute knowledge for a superior customer experience across touchpoints. Knowmax integrate with your existing customer service tools to make your customer service frictionless.
Knowmax is a no-code DIY platform where you can create content without requiring any technical expertise. The design of content modules is purpose-built to deliver complex knowledge in easily consumable formats. It will also give you insights into the average usage of content, user engagement patterns, top searched keywords, and time spent on each content piece
Key Features:Omnichannel-ready knowledge baseCognitive decision trees to organize complex SOPs
Visual how-to-guides for immersive customer experiences
Micro-segmented analytics to 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 to 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
Image Source
Bloomfire is a cloud-based knowledge management software that encourages both employees and customers to be self-sufficient. It uses AI-generated tags to categorize information, making your most-used data easier to access.
It also supports a wide range of integrations so you can connect tools like Slack, Dropbox, and Google Drive to your central database. This way, you can upload existing documents into Bloomfire and 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, and 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 share 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: Contact for pricing
Image Source
Intelligence
Bank is an all-in-one tool that helps your service team align with your sales and marketing efforts. For example, in addition to 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 and send alerts to managers whenever new items are available.
Project calendar and planner
Online document management with advanced search
18. Open
KM
Price: Contact for pricing
Image Source
Open
KM is an open source knowledge base and content management system. It helps organize, share, and evaluate the information you want in your knowledge base.
With Open
KM you have the ability to create more than one content library as well as provide access to your website visitors and entire org (e.g. say you were building an internal directory).
Review, approval, and validation workflows
Task management
Whether you"re using knowledge management software for internal or external use, you"ll want to keep these tools in mind before your next onboarding.
Editor"s note: This post was originally published in November 2020 and 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 and 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 deal with:
Collection of knowledge and informationStorage of incoming and currently-owned knowledge
Communication and interpretation of this knowledge
Creation, deployment, and use of organizational information and knowledge
Needless to 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 to improve your organization"s knowledge management strategy? Sign up for a 14-day free trial to see how emcanbaove.edu.vn"s knowledge base software can help with capturing, organizing, and sharing organizational knowledge.
What is Knowledge Management Software?
Knowledge management software is any technology platform that helps businesses better capture, organize, manage, and 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 to 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, content 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, and 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 look at in order to 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 to ensure that the right people have access to the right knowledge at the right time.
Essentially, a knowledge base or a wiki allows you to capture both the tacit knowledge and explicit knowledge of your various employees and organize it in a self-serve digital library that can be easily shared and put into action when needed.
Let"s take a look at some of the more popular options when it comes to knowledge base software.
1. emcanbaove.edu.vn
emcanbaove.edu.vn"s knowledge base software allows you to 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 tailor the look and feel of your knowledge base to 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 and analytics features help you keep track of the performance of your knowledge base and make relevant improvements.
Features:
Advanced analyticsInstant, Google-like search
Easy-to-use editor with WYSIWYG and markdown options
Collaborative features, including a live commenting feature
Integration with a range of tools like Salesforce, Zapier, Slack, and Microsoft Teams
Localization/multiple languages
Excellent customer support, hands-on user onboarding, and free expert customization
2. Guru
Guru is a corporate wiki tool built mainly for Saa
S and B2B tech companies. It comes with an intuitive and straightforward WYSIWYG editor for content creation and features for detecting duplicate content.
There"s a native Guru-Slack integration that works smoothly and lets users instantly capture knowledge. Guru"s AI even suggests appropriate tags for your content based on other content and how your team works with it.
The advanced analytics features let you see what your team uses and when they"re using it. However, it"s important to note that content is organized into collections, boards, groups, and cards which can take a while to set up and 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 and Trello. The software integrates smoothly with these tools so that information can flow freely among everyone in the organization. You can use the platform to 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 add additional features and integrations through apps in the Add-in Marketplace. New users can expect a bit of a learning curve.
Features:
Apps and 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 content 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 to help with creating customer-facing knowledge bases then you"ll want to consider a Notion alternative.
Features:
CategorizationContent management
Markdown editor
5. Document360
Document360 is a Saa
S knowledge base platform that allows you to create both customer self-service knowledge bases as well as internal knowledge bases.
Document360 features a range of tools and features for creating, organizing, and publishing content to help facilitate knowledge sharing as well as improve overall organizational efficiency.
Features:
Content editorKnowledge base assistant that connects your product or website to your knowledge base
API access
Document Management Systems
Document management systems (DMS) are software tools that help organizations manage, store, and track electronic documents and images. In the context of knowledge management, DMS can be used to store and organize important business documents, such as policies, procedures, and technical guides, making them easily accessible to employees.
A DMS operates as a sort of digital filing cabinet, as it allows organizations to 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 to have enhanced features to help with managing document workflows).
Needless to 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 and with third-parties both on- and offline
Approve and sign contractual agreements
Store and manage official contracts and other documents
By streamlining the process of creating and documenting digital contractual agreements, Concord allows you to focus more on actually moving forward with said agreements in a productive and efficient manner.
Pros:
Intuitive user interfaceAbility to manage and track workflow lifecycles
Third-party integrations
Cons:
Issues when migrating from a separate tool2. M-Files
(Source)
M-Files is a DMS that aims to streamline your organization’s document-related processes to improve overall business performance.
M-Files does this by allowing your team to create workflows for creating, storing, and retrieving electronic documentation. This, in turn, allows you to 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 to pick up and goCustomizability
Integration and 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 to find the documents you’re looking for at any given time.
The software’s automated filing capabilities, coupled with robust search 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 and 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 help enhance collaboration, including:
Ability to 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 and an integrated project management software that ensures you get stuff done, fast.
Pros
Professional documents with dynamic content for your team and clients.Follow and get notified about important topics that need your attentionEasily collaborate across teams
Cons
Limited features in free versionLearning Management Systems
Learning management systems (LMS) are software tools centered around the storage, tracking, and delivery of professional online training and development programs as well as other educational materials in an effort to improve overall organizational learning. This is particularly useful for knowledge management, as an LMS can be used to store and organize learning materials, such as instructional videos, articles, and quizzes, and deliver them to employees in a structured, organized way.
Some key features of LMS include:
Course creation and management. LMS allows users to create and manage online courses, including uploading learning materials and setting up assessments and quizzes. Learning tracking and reporting. LMS tracks the progress of learners through a course and generates reports on their performance, making it easy for managers to monitor employee learning and 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 be mobile-friendly, allowing learners to 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 to track employee learning and development.A high-quality LMS, then, is one that enables organizations to 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, and other educational content.
In enabling easy access to interactive, engaging, experiential learning materials, Docebo allows your team members to quickly learn new skills and gain new knowledge.
They can then just as quickly turn around and begin using this new knowledge to the benefit of your organization.
Pros
Simple and intuitive onboarding process and 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 create, develop, and deliver training programs—both live and on-demand—to their employees.
In addition to the basic LMS functionality offered by Travitor, the tool also provides full reporting and analytics of employee engagement with learning materials.
This allows managers to better understand where their employees’ strengths and weaknesses lie—in turn enabling them to focus future training sessions accordingly.
Pros
User-friendly onboarding and trainingNavigability
Customizability
Cons
Reports not as robust as other options3. Thought Industries
(Source)
For organizations looking to create and deliver audience-facing learning materials for monetization purposes, Thought Industries has you covered.
Thought Industries’ LMS tool makes it easy to create fully-brandable, engaging educational experiences for your audience. This allows you to quickly bring your courses and classes to the market—ensuring for maximum profitability in the process.
Pros
Scalability in terms of features specific to your needsSimple, mobile-friendly UIComprehensive, all-in-one LM tool
Cons
Lacking in customization optionsSome navigability issues at certain touchpoints
Decision Support Systems
Decision support systems (DSS) are computer-based systems that are designed to help decision-makers analyze data and 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, and strategic planning.
DSS can be particularly useful for knowledge management because they can help organizations extract insights from large amounts of data and present them in a clear, concise, and actionable way. Decision support systems typically include tools for data analysis, visualization, and modeling, which can help decision-makers better understand complex issues and identify trends and patterns that may not be immediately apparent.
While DSS’ can be used to 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 to use data to identify the paths that will lead to the most growth for your business, be it financial growth, improved productivity, or otherwise.
1. Salesforce Analytics Cloud
(Source)
Salesforce Analytics Cloud allows you to combine and 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 and efficient
Highly secure
Cons
Requires Salesforce, and 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 to administer and manage meetings with ease.
With Directorpoint, teams can create meeting calendars, agendas, and other content-related materials during the planning phase—then deliver these materials to the necessary individuals once the time arrives.
Additionally, Directorpoint allows teams to communicate and collaborate in real-time. Whether sending full documents and files, or delivering surveys and other interactive materials, Directorpoint ensures your remote meetings will proceed as if its taking place in one physical location.
Pros
Intuitive UIShare multimedia and content and data in real-timeSupport services
Cons
Minor issues with customization3. Riskturn
(Source)
Riskturn is another tool that uses big data to 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 and other data, Riskturn runs simulations to determine the most likely scenario(s) to come from a given decision. This allows you to the best course of action 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 to gain a true understanding of why a certain direction is the right way to go. In turn, your team will be equipped to continue making optimal decisions moving forward.
Pros
Intuitive UI and reports dashboardMultiple forecasting options and settings
Adaptable and scalable to your business’ needs
Cons
Selective list 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 and shared.
This is why collaboration tools are such a vital component of knowledge management as they help to facilitate communication and 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, and disseminate the ideas and information that"s being shared via collaboration software.
It’s essential, then, to consider how the communication and 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, and knowledge is stored, at all timesIntegration capabilities
1. Samepage
(Source)
Samepage is an all-in-one collaboration software that allows teams to remotely manage and work on projects together.
Samepage provides a number of features and functions to help enhance collaboration, including:
Multimedia chatScreen- and file-sharing
Task management
With Samepage, your team will—literally and figuratively—always be on the same page when
Pros
Robust project management capabilitiesAbility to create customized teams
Easy setup and onboarding
Cons
Backend navigability sometimes not intuitiveRelatively high cost
2. Blink
Blink is a communications tool aimed at enabling teams to 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, and deliver information to one another at all times.
Blink also provides comprehensive reports and analytics revolving around collaborative engagements, allowing your teams to make adjustments to processes as necessary.
Pros
Mobile-friendly capabilitiesStrong search and navigation capabilities
Ability to 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 to deliver automated messages via text or phone to various audiences.
In terms of knowledge management, organizations can use Dial
My
Calls to communicate essential information to your internals teams and/or your customers as needed. With Dial
My
Calls, you can identify specific individuals within your contact list to target with specific messages, and schedule them to 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 and efficiency reports for messages
Affordable for growing businesses
Cons
Minor issues with search history accessibilityProcess of adding contact info to new contact profiles can be unintuitive and time-consuming
Intranet Software
Intranets are internal networks that are used by organizations to share information and resources among employees. They can be used as a type of knowledge management software as they provide a centralized platform for storing and sharing information and documents within an organization.
Intranet software can include features such as document libraries, wikis, and forums, which can be used to organize and share knowledge among employees. Some intranets may also have search functionality and other features specifically designed for knowledge management.
1. Microsoft Share
Point
Microsoft Share
Point is a web-based platform that is designed to help organizations collaborate and 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 and organizing digital content, as well as tools for collaboration and 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, and managing digital documents, such as documents, presentations, and spreadsheets.Share
Point includes tools for collaboration and 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 and 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 and disseminating organizational information and knowledge while CRM software is focused on managing and optimizing customer relationships.
With that said, we"ve decided to include this section on our list of the best knowledge management tools as the knowledge your organization learns about your customers as time goes on is vital to the success of your business. Moreover, there is some overlap in functionality and 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 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 and 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 to 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 and 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 to 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 to reach these targets in the most efficient way possible.
Once you set your workflows in motion, you can then begin capturing results within Sales Cloud’s reports and analytics dashboard. Here, you can identify leaks in your funnel and 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
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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 to create customized funnels based on your target’s profile and other relevant factors.
You can then set up automated workflows to optimize your target’s path to 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 Look For
The best knowledge management tools for your organization will depend on your specific needs and 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 use with a user-friendly interface. This will make it more likely that your employees will actually use the software and contribute their knowledge and expertise.Strong search capabilities. Employees need to easily be able to 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 and communication, such as community forums, knowledge bases, project management, and social networking features, to facilitate knowledge sharing and collaboration among team members.Security and 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 to documents and other content over time, and to revert to 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 to meet the specific needs of your organization.By considering these key features, you can choose software that will support your knowledge management efforts and help your organization achieve its goals.
Benefits of Using Knowledge Management Software
While it isn"t necessary to use knowledge management software in order to implement knowledge management strategies within an organization, it can be a powerful tool for managing and organizing knowledge, and can help to make the process of implementing knowledge management more efficient and effective.
By providing a centralized platform for storing and organizing knowledge, knowledge management software can help to establish a consistent and structured approach to managing knowledge within an organization. This can include processes such as capturing and documenting new knowledge, organizing and categorizing knowledge, and making knowledge available to employees.
Using knowledge management software can also help to ensure that knowledge management processes are efficient and effective, by providing tools and 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 to access and use knowledge. Moreover, knowledge management software aids in facilitating collaboration between employees and enhances the sharing of information, ideas, and overall expertise.
Essentially, if you want to 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 to implement and improve an organization"s knowledge management capabilities.
1. Improves Access to 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 and effort spent searching for essential knowledge that your employees need to properly do their jobs, but also guarantees that your employees consistently utilize the most current and accurate information for their tasks.
2. Enhances Internal Collaboration and Knowledge Sharing
The best knowledge management solutions help to enable collaboration and knowledge sharing among your employees. Dynamic tools like knowledge bases, forums, and discussion boards will help your employees to exchange ideas and experiences ensuring that valuable knowledge flows freely throughout your organization.
3. Increases Business Efficiency and Productivity
Knowledge management software is invaluable for organizations juggling vast amounts of data and documents. With the right software, your business will be able to organize and store information in a centralized hub, effectively streamlining your processes and elevating overall efficiency.
Moreover, this efficient management, sharing, and utilization of knowledge and expertise empowers your employees to work more productively, driving your business forward with confidence.
4. Improves Organizational Decision Making
Armed with accurate and 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 this vital data, empowering your team to confidently tackle challenges and seize opportunities with data-backed insights.
5. Enhances Knowledge Retention
By providing a platform for storing and organizing knowledge, knowledge management tools can help to 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 sources of knowledge and expertise as well as promotes cross-team collaboration, which helps to expose your employees to new ideas as well as diverse perspectives and expertise. This can lead to new insights and innovative solutions.
7. Improves Your Ability to Provide Awesome Customer Support
Knowledge management software not only benefits your internal teams but also enables you to provide superior support to your customers. By centralizing your knowledge base and making it easily accessible, customer support teams can quickly find accurate and up-to-date information to resolve customer queries.
Furthermore, self-help resources can empower customers to find answers independently, reducing support response times and improving overall customer satisfaction. Knowledge-centered support practices can also help your organization identify and 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 and utilizing their collective knowledge. Organizational silos, outdated documents, and 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 to access crucial information, leading to delays, miscommunication, and reduced customer satisfaction.
Enter emcanbaove.edu.vn"s knowledge base software, a game-changing solution designed to tackle these challenges head-on and deliver tangible benefits for organizations looking to 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 to vital information, reducing time spent on searching and enabling them to focus on their 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 and collaboration among teams. This unified knowledge repository eliminates knowledge silos, allowing team members to share insights, collaborate on projects, and 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 to relevant information and self-help resources, you empower them to find answers independently, enhancing their experience and driving customer satisfaction.
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With our in-depth analytics and reporting, you can identify knowledge gaps, monitor user engagement, and 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 to your organization"s evolving needs.
For more information about how a knowledge base can help your organization, sign up for a free demo.