We frequently use the phrase “knowledge is power” in our daily lives. Whether we realize it or not, this adage has grown increasingly important for businesses seeking to retain and develop their consumer base throughout the years. Recognizing this knowledge, however, is only half the battle. Once the information has been gathered, it must be organized, shared, and analyzed in a usable format. The good news is that there are a variety of knowledge management tools available to assist you with these stages now. This blog post will look at what knowledge management base software is, what it can do, and also how open source management software can help. In addition, we look at a review of the best management software in 2023.
Let us begin.
What does Knowledge Management Software consist of?
Knowledge management software organizes information so that employees and consumers can access and disseminate it rapidly. This technology aggregates data into a single common resource, preventing data silos and making information more accessible. Stakeholders know where to go when they have inquiries about your company because all knowledge is in one place.
Knowledge management software also offers content development features such as a knowledge base that can be accessed by both customers and employees. These self-service tools for customers improve the customer experience by allowing consumers to find quick and simple solutions without having to contact support.
Benefits of Knowledge Management Software
Because knowledge management software offers numerous advantages, here are a few key factors to remember.
#1. Interactions with Individualized Customer Service
When client data is easily accessible, service personnel can utilize it to tailor the customer experience.
For instance, if your team utilizes a CRM, you can save information about previous encounters with customers. Then, the next time a customer contacts your company, you will be able to recollect that information. This fosters long-term relationships with your consumers, which enhances service experiences and also reduces churn.
#2. Improved Customer Service
Knowledge management software’s goal is to centralize data. When this occurs, both employees and consumers will be able to handle problems more quickly.
Employees are aware of vital resources, and clients can employ self-service solutions to circumvent frequent stumbling blocks. Moreover, if your staff produces speedier solutions, you may expect higher levels of client satisfaction.
#3. Service Volume is Being Cut
Including a knowledge base on your website is a huge benefit for your customer care personnel. Simple consumer concerns no longer necessitate the intervention of an agent.
Instead of picking up the phone or sending an email, customers can find their own answers. When you remove these simple cases from your support queue, your service team will be able to devote more time to complex and urgent issues.
Next, we’ll discuss what open source knowledge management software is, what distinguishes this form of knowledge base, and why you’d want to use one.
Open Source Knowledge Management Software
An open-source knowledge base is based on open-source software, which means that its source code is unique, openly available, and editable. Because you’ll have to construct it yourself, an open-source knowledge base is very configurable.
If you don’t want to use an open-source knowledge base, you can use a SaaS knowledge base instead. A SaaS knowledge base is ready to use the instant you acquire it, but you may not be able to alter it as much as you would with open source.
Next, let’s go over some more reasons why you would want open source knowledge management software.
Why Would You Need Open Source Knowledge Management Software?
You can want an open-source knowledge base for a variety of reasons. To demonstrate what I mean, let’s go over some of the benefits and popular use cases you’ll get if you go with this approach.
The Advantages and Common Applications of Open Source Knowledge Management Software
Here are some advantages and common use cases for why and when you should use open source knowledge management software.
- Because it is built in-house, you can make it your own (or built by a developer you hire).
- Spend less money because the original, modifiable code for open source knowledge bases is available for free.
- When using and expanding your knowledge base, rely on internal experts and developers for assistance (rather than paying for access to a SaaS knowledge base’s support team).
- Connect your knowledge base to other software that you already use (this is typically simple since a developer will be building it).
- Self-host your knowledge base rather than using another product’s server.
Don’t let a pre-built SaaS knowledge base limit your scalability or possibility for expansion.
Finally, in the list below, you may find examples of open source knowledge management software such as Bitrix24 and OpenKM.
21 Best Software for Knowledge Management
- Guru
- Helpjuice
- ProProfs Knowledge Base
- 24 Hour Bitrix
- Sabio
- Quip
- ServiceNow
- Bloomfire
- Tettra
- IntelligenceBank
- OpenKM
- HubSpot Knowledge Base Software
- Document360
- Docebo
- Confluence
- HelpCrunch
- HelpSite
- Concord
- KnowAll on WordPress
- Zendesk
#1. Guru
Guru is a piece of software that connects all of your company’s data. It employs artificial intelligence to suggest information to your reps in real-time, eliminating the need for your team to search for information during a service interaction.
In addition, the more you use Guru, the better the software becomes. Guru’s performance will improve overtime as it learns and adapts to your team’s day-to-day workflow, thanks to machine learning.
#2. Helpjuice
Helpjuice provides one-of-a-kind customization options that allow you to personalize every area of your knowledge base. This includes formatting options that make layouts more user-friendly for your readers.
Prior to publishing, authors can collaborate on new posts and share page previews. If they make a mistake, every revision is saved so you can go back to earlier versions of your post when necessary.
#3. ProProfs Knowledge Base
ProProfs Knowledge Base is a simple yet effective platform that allows you to deliver immediate self-help support to your clients and staff. This application, which is appropriate for small organizations and companies, can also be used to create knowledge base articles from start, import existing word docs or PDF files, and publish with a single click. To get started quickly, the tool offers a number of professionally designed templates. Furthermore, its built-in reporting system provides insights into what questions people are looking for and what answers they aren’t finding. You can use this information to regularly build and refresh your knowledge base.
#4. Bitrix24
Bitrix 24 is a free, open-source knowledge base that makes organizing and sharing information easier. The software is appropriate for all types of businesses, including SMBS and enterprises.
The Bitrix24 code is completely customizable, allowing you to completely personalize your knowledge base. You can also increase your knowledge base’s capabilities by integrating multiple apps.
#5. Sabio
Sabio bills itself as a “service ware solution” that aims to maximize the value of your company’s data. It’s a system that’s constantly being updated, with new perks and features being added on a regular basis.
The “Tree” function, which allows users to swiftly explore through linked items in your knowledge base, is one of its most significant features. This improves UX by proactively recommending information that is related to a user’s goals.
#6. Quip
Quip includes a robust documents tool that allows you to build and upload new knowledge base articles. You can store all of your company data in one place by uploading spreadsheets, slideshows, customer conversations, and a variety of other file types.
Quip also includes an internal chat feature, allowing your team to collaborate on content creation. Your team will avoid miscommunication, which often results in inaccurate or confusing content, by collaborating in real-time.
#7. ServiceNow
ServiceNow provides both internal and external knowledge management solutions. Internal options assist IT teams in managing and documenting incoming service requests by saving service interactions to a centralized database. This enables IT, teams, to generate knowledge base articles based on typical employee issues.
#8. Bloomfire
Bloomfire is a cloud-based knowledge management software that supports self-sufficiency in both employees and customers. It categorizes information using AI-generated tags, making your frequently accessed data more accessible.
It also allows you to connect tools like Slack, Dropbox, and Google Drive to your central database. You can upload existing papers into Bloomfire and then convert them into self-service knowledge base articles in this manner.
#9. Tettra
Tettra is an internal team knowledge management solution. It’s easy to use and navigate, with an intuitive interface. Its most notable feature is its Slack integration, which allows users to ask questions directly from the Slack app. Employees can search and exchange knowledge base answers without leaving their internal messaging tool.
#10. IntelligenceBank
IntelligenceBank is a one-stop shop that assists your service team in aligning with your sales and marketing efforts. For example, in addition to service features, it includes sales enablement features that ensure your sales team has access to the most up-to-date customer data. These options enable sales representatives to personalize proposals and notify managers when new items become available.
#11. OpenKM
OpenKM is a knowledge base and content management system that is free and open source. It aids in organizing, sharing, and evaluating the material you want to include in your knowledge base.
With OpenKM, you can create multiple material libraries and grant access to your website visitors as well as the entire organization (e.g. say you were building an internal directory).
#12. HubSpot Knowledge Base Software – The Most Powerful Knowledge Base Software for All-Size Teams
This knowledge base software enables you to develop your own knowledge base material, which includes the topics and themes that clients regularly search for. It is not necessary to work with templates to learn how to utilize them. What’s wonderful about this application is that it includes SEO features to assist you in easily discovering your library.
Furthermore, it links with other communication channels, like email or chat, to improve customer contact and assist everyone to discover the content they need the most quickly. Furthermore, the user interface is extremely user-friendly, allowing users to simply navigate through content and information. The tool ensures that future content is easy to search, watch, read, or use.
#13. KnowAll on WordPress – A Full-Featured WordPress Knowledge Management Software
KnowAll is well-known and one of the best WordPress knowledge management software. It possesses all of the capabilities required to construct a well-structured knowledge base. You may also add plugins to your website to add new functions and features, as well as combine it with some of your favorite third-party apps.
#14. HelpCrunch – The Best Knowledge Management Software for Customer Self-Service
HelpCrunch is a one-of-a-kind knowledge base software that includes a plethora of sophisticated features such as ticketing, chat, email marketing, knowledge base, popup, and many more. In essence, this is an all-in-one customer support solution with a super-sleek design to make it as user-friendly as possible.
One feature that distinguishes this tool from others is the ability to edit SEO data directly, which means you may define things like meta description, meta title, and keywords. It also has a new access control function that allows you to establish restrictions on specific articles using a password.
#15. HelpSite – The Most Simple Knowledge Management Software for Smaller Businesses
When compared to the other knowledge management options, this one is most likely the simplest and least expensive. It provides users with a basic text editor that has all of the necessary editing functions but none of the advanced ones. When it comes to customizing, there are few alternatives.
You can also include a contact form in your knowledge base, which will automatically suggest articles that are relevant to the users who are attempting to contact you. This helps you to drastically reduce the number of support requests that your support team would normally have to deal with, giving them more time to focus on the things that really matter.
#16. Concord — The Easiest Knowledge Management Tool for Managing Contracts
Concord is a knowledge management solution that focuses on the storage of contractual documentation. It offers enterprises a one-of-a-kind solution for navigating the contractual process – from the moment the contract is written until the moment the contract’s notion is implemented.
This internal knowledge base software allows you to generate contracts by utilizing pre-made templates and pre-created documents, as well as review contracts with third parties both online and offline. This program also allows you to approve and sign agreements, as well as save and manage them and other types of papers.
#17. Document360 is a one-of-a-kind knowledge management software for growing businesses.
If you’re looking for knowledge management solutions for larger teams, Document360 is the one to go with. It delivers a cornucopia of the best collaboration tools as well as a text editor with all of the necessary styling and editing abilities. It also allows you to include videos, photos, tables, code samples, and call-outs.
You may use this best knowledge management software to develop internal and external knowledge bases, as well as numerous knowledge base sites for various projects you and your team are working on. This software also allows you to create team members and assign them different tasks. Your team members can then immediately comment on articles and name their colleagues.
Document360 provides two types of reports: searches and performance overviews. This allows you to see how well your articles are performing and how many people are reading them.
#18. Confluence – An Excellent Knowledge Base Software for Improving Your Team’s Workspace
Confluence is another option to consider while looking for the best knowledge management software. Atlassian invented this technology, which dramatically improves collaboration by making it easier for teams to exchange knowledge and collaborate on multiple projects. Furthermore, it is linked with a variety of Atlassian apps, which will offer you all of the functionality you require.
It also includes over 15 templates to help you get started with the tool fast and efficiently. You can also add GIFs, movies, and photographs to websites to make them more appealing to users. You can also arrange related pages together to make it easier for users to discover the information or material they need.
#19. Docebo – The Best Knowledge Management Software for a Superior Learning Experience
One of the best things about knowledge management solutions is that they allow you to arrange your data the way you want it while also allowing you to learn quickly along the road. Docebo is one of these knowledge base systems, allowing you to develop, store, and deliver a large number of courses, multimedia classes, and other sorts of instructional materials all in one location.
Docebo provides pre-made widgets as well as a simple and user-friendly UI and onboarding process, which simplify the entire learning experience and make all learning content more engaging and interactive. It has a large material library and enhances learning with the Discover, Coach, and Share features.
#20. Zendesk – Intelligent Knowledge Management Software for Improved Self-Service
The best thing about Zendesk is that, in addition to being knowledge base software, it is also one of the market’s most well-known and oldest customer support solutions. It includes community forums and a help center. It also allows you to write articles with a powerful text editor and utilize custom themes to personalize your help center.
In addition, you may take advantage of great out-of-the-box capabilities like restoring, content history, access control, and publishing permissions. Customers can also access your knowledge base in many languages and use chat and ticketing tools. Overall, if you are a large organization seeking a solution to manage hundreds of clients on a regular basis, Zendesk Support Suite is a good choice.
How does knowledge management software support continuous learning and professional development?
Knowledge management software aids professional development and continuous learning. It centralizes employee information, knowledge, and access. Employees can easily find the information they need to learn and grow with access to a wealth of knowledge and resources. Gamification, analytics, and feedback support ongoing learning in knowledge management software.
Can knowledge management software help with compliance and regulatory requirements?
Knowledge management software helps companies comply with regulations. Knowledge management software organizes and makes critical information and documents accessible by providing a secure, centralized repository. This reduces non-compliance and improves efficiency and accuracy. Version control, audit trails, and user permissions help ensure compliance and security in some knowledge management software.
How does knowledge management software support collaboration and teamwork?
Knowledge management software makes it easy for employees to share information and collaborate. Teams can collaborate, share knowledge, and find information on a central platform. Knowledge management software often includes real-time communication tools like chat rooms, discussion forums, and collaboration tools. Knowledge management software can boost team productivity by improving information and knowledge flow.
How can I ensure the security of my company’s knowledge stored in the software?
Protecting your company’s software-stored knowledge is crucial. Data encryption, user authentication and authorization, disaster recovery, and backup should be considered when choosing knowledge management software. Consider the vendor’s physical and network security to protect your data. To secure and manage sensitive information, it’s important to know who has access and establish policies.
How can I ensure that my team adopts and uses knowledge management software effectively?
Communication, training, and support are needed to help your team use knowledge management software. Start by explaining how the software will help them work. Offer training and ongoing support to help them catch up. By making information easy to find and rewarding employees who contribute to the knowledge management system, you can encourage usage.
How do I measure the success of my knowledge management software implementation?
Set goals and metrics to evaluate your knowledge management software implementation. Adoption rate, knowledge asset creation and sharing, searches and information requests, and efficiency improvements are common metrics. Consider employee feedback and software satisfaction. To accurately measure the software’s impact on your business, review and adjust your metrics regularly.
Conclusion
We understand that making decisions may be a difficult and time-consuming process. However, we hope that we have provided you with insights into all of the benefits and shortcomings of the knowledge management software that we have described above and that they will assist you in making a decision.
However, if your ultimate objective is to streamline your knowledge management and provide everyone on the team access to all of the information they need, we feel Infinity is the tool you need to add to your toolkit. It provides all of the features you need to harness accumulated knowledge and increase your team’s productivity and efficiency in the long run.
Knowledge management Software FAQs
Does salesforce have a knowledge base?
Your Salesforce Knowledge base is built from knowledge articles, which are documents of information. … Control where and what information is published or shared based on the article page layouts, user profiles, actions, and other settings. However, you can use Knowledge in both Salesforce Classic and Lightning Experience.
Is SharePoint a knowledge management system?
SharePoint is the best suited to be an internal, collaborative, version-controlled tool for your Knowledge Management strategy. In simple terms, this means keeping your company information in one place, accessible across a large, distributed team, and enabling people to collaborate in a better way
What are the four types of knowledge management?
The best four components of knowledge management are people, process, content/IT, and strategy. Regardless of the industry, size, or knowledge needs of your organization, you always need people to lead, sponsor, and support knowledge sharing. You need defined processes to manage and measure knowledge flows.
Does Microsoft have knowledge base software?
Some companies use SharePoint (part of Microsoft Office) as an unusual way to build a company knowledge base. … Microsoft SharePoint actually used as a document management storage system and to suit a wide variety of other needs. It has version control and a shared workflow – all things you need for a knowledge base
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