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Knowledge Management Software
Knowledge Management software offers ways to optimize the utility of intellectual capital and intangible assets by capturing, preserving and organizing institutional knowledge in a measurable format. Knowledge Management solutions allow successful strategies to be transferred and replicated throughout an organization. Implementation can be inwardly focused on faster learning, new knowledge creation, and innovation or directed outwardly, providing a self-guided service path for customers. Knowledge Management software is related to Business Intelligence software and Document Management software. Read more Read less
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Confluence makes information accessible to your whole organization. Use it to capture and preserve all important data and updates.
Learn more about Confluence
Making information accessible to your organization is important now more than ever. Confluence can serve as your company’s primary Knowledge Management Software tool. Use it to capture, preserve, and organize your most valuable assets. Whether it be company updates, project plans, or other important intel, keep it accessible and trackable with Confluence.
Learn more about Confluence
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- Cataloging/Categorization
- Collaboration Tools
- Discussions/Forums
- Self Service Portal
- Content Management
- Access Controls/Permissions
- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
Knowledge Base Software Designed To Reduce Support. Fully brandable, includes Analytics, Instant Intelligent Search, Multiple Languages
Learn more about Helpjuice
Helpjuice Is THE Knowledge Base Platform used by thousands of companies for both reducing support & sharing knowledge internally.
- Fully brandable, and we even help customize your knowledge base, to make it pixel perfect. Say goodbye to KBs that dont feel YOURS
- Instant Intelligent Search brings up the RIGHT results the first time you type
- Advanced Analytics give you the right insight into your KB & how to improve it
- Other features include Multi-Lingual, SSO, Custom Domain, API
Learn more about Helpjuice
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AI-powered enterprise search, intranet, and knowledge base in one. Find knowledge anywhere, and share it anywhere in any language.
Learn more about Guru
AI-powered enterprise search, intranet, and knowledge base in one.
Search for content across all your knowledge sources (Gdrive, Onedrive, Box, Dropbox, Sharepoint)
Create, improve, or synthesize verified content and translate it to over 100 languages.
Access that information anywhere (Chrome Extension, Slack, Teams, Outlook, Salesforce, Zendesk)
and let Guru help you effortlessly improve your knowledge by identifying knowledge gaps, duplicate knowledge, or by connecting folks to experts.
Learn more about Guru
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With Zoho Desk, create Multi-brand SEO friendly knowledge base articles on cloud for each of your brand to answer your customers FAQ's.
Learn more about Zoho Desk
Zoho Desk is a web-based customer service software. It helps you embed and manage a knowledge base of informative articles and FAQs on your website and app for faster answers and fewer complaint tickets. Zoho Desk allows you to create SEO-friendly, multilingual, and multi-brand knowledge base for each of your brands. This saves your teamwork on responding to simple questions and leaves more time to help customers with tricky problems.
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AI-Powered Knowledge Management Platform.Trusted by global brands
Avail up to 50% off with the Black Friday deal - valid till Dec 8th
Learn more about Document360
Create, collaborate, & publish a self-service knowledge Knowledge base with Document360.
Avail up to 50% off with the Black Friday deal - valid till Dec 8th.
It helps you to create a knowledge base, wikis, manuals, API docs & software documentation at a scale.
You can not just create a private or public KB, but also create a mixed KB easily.
Get started today or book a demo to see how Document360 can help your business.
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Start for free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes.
Learn more about LiveAgent
LiveAgent is a knowledge management system that provides fully-featured customer knowledge base software.
Customers can quickly find answers in knowledge articles, community forums, and other educational content, without having to submit tickets. Shorten wait times, improve customer relationships, and reduce your customer service team's workload.
LiveAgent delivers the best customer experience to 150M end-users worldwide.
Start your 1 month free trial version, no credit card required.
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Empower your team to collaborate, ask questions, and learn on a dedicated knowledge management platform built for your organization.
Learn more about Stack Overflow for Teams
Built on the most trusted platforms among developers. Stack Overflow for Teams is your dedicated knowledge management platform that houses everything your team needs to know to work more seamlessly with fewer disruptions. With direct integrations to Slack, Microsoft Teams, Jira, GitHub, etc. Stack Overflow for Teams makes knowledge sharing easier to get the answers your team needs faster.
Learn more about Stack Overflow for Teams
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Get more out of your organisations knowledge! Galisto simplifies your knowledge management easy and secure with low initial risk.
Learn more about Galisto
Use Galisto - and Knowledge Management is no longer a problem!
The platform connects users to any kind of information available but normally difficult to find. The platform provides all elements to connect this information to valuable knowledge. External partners may be integrated without reducing data security and privacy. Galisto follows a defined Knowledge Management process an is therefore best prepared for this important growing part of any organisations work.
Learn more about Galisto
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Instructional how-to meets frontline know-how.
Learn more about SwipeGuide
It’s time to simplify the way people work and learn at the frontline.
✓ Coordinate instructions, checklists, and frontline know-how to prevent errors and keep every process running smoothly.
✓ Standardize 50 different ways of doing the same thing.
✓ Capture improvements and share data driven best practices across teams to drive efficiency and continuous improvement.
✓ Motivate frontline teams to develop skills proactively and simplify shop floor training through dynamic skills management.
Learn more about SwipeGuide
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Bettermode is a community-based knowledge management solution that helps you leverage crowd-sourced content and employee contribution.
Learn more about Bettermode
Bettermode helps businesses build a dynamic and centralized knowledge base by leveraging crowd wisdom and the collaborative power of the employees. Create content with rich text, images, and videos, and enable customers to react, share feedback, and engage in conversations. Let your customers filter through your knowledge base and find the right content with granular filters. Organize your content in public or private Spaces, and collect insights from customers’ candid conversations.
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Slack is your productivity platform.
Welcome to the command center of your workday.
Slack is your productivity platform.
Welcome to the command center of your workday. Discover a more flexible way to work with all your people, apps and partners in one space. Slack connects people with each other and with their tools and data. Equip teams to be their most efficient and productive—to save time, increase ROI and open up all kinds of opportunities. Slack isn’t just a tool for sending messages. It’s a place where work flows between all your teams, tools, customers and partners.
Learn more about Slack
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Create, manage and grow your online presence for your business, blog, store and more with Wix’s intuitive website creation platform.
Wix is an industry-leading web creation and business management platform with everything needed to manage and grow an online presence. Craft a seamless user experience with intuitive design features and speedy web performance. Fall back on reliable infrastructure and enterprise-grade security to safeguard visitor data and keep your site running. Expand your reach with marketing campaigns and SEO tools, plus leverage analytics to drive informed decision-making for your business’s success.
Learn more about Wix
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Content management solution that helps businesses with desktop sharing and viewing, text annotations, instant messaging, and whiteboard
Content management solution that helps businesses with desktop sharing and viewing, text annotations, instant messaging, and whiteboard editing.
Learn more about Microsoft SharePoint
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Create a dynamic informational database your whole team can contribute to while they work with flexible knowledge management software.
Create a dynamic informational database your whole team can contribute to while they work with flexible knowledge management software. That way, important material never gets lost when people move between teams or roles, and your team guidelines and enablement documents are always up-to-date. Then easily navigate your knowledge base with custom statuses, hashtags, and filters to find exactly what you need in seconds.
Learn more about monday.com
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Zendesk offers a smart knowledge base for self-service that integrates seamlessly into it's help desk software.
Zendesk offers a smart knowledge base for self-service that integrates seamlessly into it's help desk software. It can be used internally by agents for quick resolutions, and externally by customers to solve their own issues on any platform. Companies that use Zendesk's knowledge base software can improve agent efficiency and reduce support costs by 50%. This industry leading customer support solution is easy to deploy, yet flexible enough to customize to your needs.
Learn more about Zendesk Suite
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Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences.
Freshdesk knowledge base helps customers to find answers on their own and enables agents to handle more customer queries efficiently. Some of the key capabilities include creating content in multiple languages, managing content in bulk to save time, using filters to work on specific content, setting up a robust approval process. It is also possible to leverage the AI-powered bots to help customers find relevant answers while keeping them engaged.
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Notion is the only knowledge management software that connects your wiki, notes and projects in one tool.
Notion is the only knowledge management software that connects your wiki, notes and projects in one tool. Tens of thousands of teams and companies around the world use it to keep their employees informed and working together in one place. By bringing all work and knowledge together and making it highly customizable, Notion creates focus and transparency, while consolidating tools, saving time, and driving more productivity for teams of all sizes.
Learn more about Notion
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The customer support platform that ensures you understand customer needs, get to the root of their issues, and increase their happiness
TeamSupport's customer-centric Support platform empowers businesses to do much more than just ticket management.
Through extensive customer management tools, which include account trend analytics, satisfaction scoring, and more, Support enables you to understand your customers better - rather than only focusing on the ticket. This leads to improved customer relationships that enable you to grow your revenue, increase customer happiness, and reduce churn.
Learn more about TeamSupport
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Bitrix24 is a leading free social knowledge management and collaboration platform used by over 12 million companies worldwide.
Bitrix24 is a leading free social knowledge management and collaboration platform used by over 12 million companies worldwide. Available in cloud and on-premise with open source code access. Share and discuss ideas, manage knowledge, manage projects and do more with Bitrix24!
Learn more about Bitrix24
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Revolutionize internal communications by bringing together all employees inside a private and secure enterprise social network.
Revolutionize internal communications by bringing together all employees inside a private and secure enterprise social network. Connect with people across your organization to make better decisions, faster. Allows all employees to know whats happening day to day as well as build on the work of others. Employees will be able to create groups relevant to work and other interests, along with keeping documents or photos in context while still discussing things online.
Learn more about Yammer
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The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data.
Service Cloud, the customer service platform for business of all sizes, empowers every service employee from the contact center to the field with innovative tools, unified data, and embedded training needed to deliver world-class customer service that drives customer satisfaction. Across every channel whether its messaging, communities, chat, phone, in-person, or IoT signals, Service Cloud is enabling Trailblazers to deliver human-centric service that is personal, intelligent, and trusted.
Learn more about Salesforce Service Cloud
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Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together.
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos.
Learn more about JIRA Service Management
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SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you.
SolarWinds Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications.
Learn more about SolarWinds Service Desk
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Speed up your IT process by using and creating knowledge base for your service desk software
Despite popular opinion, life as a service desk agent is as unglamorous as it can get. A support agent spends most of his time, answering the same set of questions over and over. Imagine answering "How do I reset my password?" fifty times a day; not only does this make their life incredibly monotonous but it also makes the end-user wait for an answer to a problem or query that actually could be solved in a jiffy with the right guide.
Learn more about Freshservice
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TalentLMS is the LMS built for training success. Easy to manage and a joy to use, teams embrace training from the very first click.
TalentLMS is the LMS built for training success. Designed to get a yes from everyone, its where great teams, and companies, go to grow. With an experience that's fully customizable and easy to manage, teams embrace training while feeling right at home. TalentLMS makes it easy to provide the right training to any team and every use, while giving expert guidance and support every step of the way. On a mission to democratize training, TalentLMS already serves 70, 000+ teams worldwide.
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Aha! is the world's #1 product development software — trusted by 700,000+ product builders from companies of all sizes.
Aha! helps companies build lovable software. We provide the world's #1 product development tools — Aha! Roadmaps, Aha! Ideas, Aha! Notebooks, and Aha! Develop — which are used by 700,000+ builders. Product teams rely on our expertise, guided templates, and training programs via Aha! Academy to be their best. We are proud to be a very different type of high-growth SaaS company. We are recognized as one of the best fully remote companies to work for and have given over $1M through Aha! Cares.
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Trainual is the leading knowledge management and training platform for growing teams. Get your business out of your brain with Trainual
Trainual is the leading knowledge management and training platform for growing teams. Document and delegate every process, policy, and procedure for every role and responsibility in one place. Easy to use, fast to implement, and accessible from anywhere. Available on desktop, iOS, Android, and surface knowledge when you need it with the Chrome browser extension. Trainual makes it easy to get your team up to speed then keep them aligned and accountable with everything they need to know.
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SysAid uses AI to manage services across organizations, liberating employees and enabling organizations to fulfill their objectives.
SysAid’s mission is to liberate organizations by putting AI to work for them and their people - enabling productivity to thrive.
We lead organizations on a transformative journey toward AI-driven organizational processes and services. Orchestrating service management across the organization our generative AI manages employee requests, assist with queries, and accelerates the resolution of issues.
Now employees can do what they’re meant to do, and organizations are free to fulfill their purpose.
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Restrict outsiders from viewing company-sensitive information with a secure app that handles all file types and keeps them in-house.
Organize all of your most important digital information in Connecteam’s searchable knowledge management software. Images, spreadsheets, attachments, PDFs, docs - whatever you need stored, Connecteam can handle it. With end-to-end security, your information is always secure. Utilize the survey tool to continuously improve on company processes and knowledge sharing with the employee feedback survey tool. Ensure a secure and easy login for system admins with Active Directory Single Sign-On (SSO).
Learn more about Connecteam
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Manage knowledge and share it everywhere. Flowlu will help you to support customers and employees with the most up-to-date information.
Keep your knowledge base updated with Flowlu Knowledge Management software. Set up permission rights and share your knowledge base with the team or clients. Organize your content and articles with a drag-and-drop tool, set up featured articles and boost your customer support. Keep all FAQs in one place, update it with a touch of a fingertip and provide your clients and employees with the most up-to-date information.
Learn more about Flowlu
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Jolt is a distributed knowledge & information management platform available on smartphones & tablets. Schedule your free demo today!
Jolthelps you master storage, distribution, & access to proprietary information. Never worry about scrambling to locate a paper document again, and you'll be able to instantly distribute information to your entire team, specific roles, or just one individual with the click of a button from anywhere. Lower training times & reduce distribution costs. Lower employee churn with on-the-spot integrated self-learning. Schedule your free demo today!
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Knowledge management software enabling teams to access, collaborate across, and draw upon their organization's collective intelligence.
Bloomfire is the leader in knowledge management, delivering an experience that connects teams and individuals with the knowledge they need to excel at their jobs. Our cloud-based knowledge management platform gives people one centralized, searchable place to engage with shared knowledge and grow their organization's collective intelligence. For more information or to schedule a demo, visit www.bloomfire.com.
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IT Glue helps IT professionals track, find and know everything about their IT infrastructure in under 30 seconds.
IT Glue is a knowledge management platform built specifically for the unique needs of IT professionals. It's the single source of truth for all your IT information including assets, passwords, SOPs, licenses, vendors, how-to's and more. Each piece of information can be linked to the others and kept up-to-date with automations making for a seamless experience where your team has everything they need at their fingertips, without toggling between multiple platforms.
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Decision tree driven interactive guides that plug into most KB & CRM systems. Follow business processes in an interactive manner.
Business processes are hard to follow as KB articles. Flowchart view of a business process often lacks details necessary at each step. Using Yonyx, your subject matter experts can create decision tree driven interactive guides that users can traverse interactively - be it for troubleshooting, customer service, telemarketing or for customer self service.
Yonyx integrates with most KBs and CRM platforms. Yonyx also provides analytics as users traverse along various paths through such guides.
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KnowledgeOwl is user-friendly knowledge base software, perfect for creating searchable knowledge base websites for teams and customers.
KnowledgeOwl is a versatile knowledge management tool, ideal for crafting user-friendly, searchable knowledge base websites. Tailored for service-oriented businesses, it offers an intuitive platform for managing content like software documentation, policies, and processes. Best for creating a single source of truth that enables employees and customers to quickly and easily find information.
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Genesys Cloud CX transforms your customer experience by creating meaningful outcomes with minimal effort - on any channel, with an all-
The Genesys Cloud (formerly PureCloud) platform is the next-generation, all-in-one cloud contact centre solution that helps you manage and understand omnichannel interactions in a seamless customer journey. Give your employees a single tool that handles all communications voice, chat, email, text message and more. An intuitive interface makes it easy to use, whether you're an agent, supervisor or IT admin. Weekly feature releases ensure you'll exceed customer expectations today and tomorrow.
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Caspio is the world's leading LOW-CODE platform for building online database applications without having to write code.
Caspio is the world's leading LOW-CODE platform for building an online knowledge base without coding. The all-in-one platform provides everything you need to digitally transform business operations and workflows. It includes an integrated cloud database, a visual application builder, enterprise-grade security, regulatory compliance, and scalable global infrastructure. See why Caspio is trusted by over 15,000 companies worldwide. Try it for FREE.
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Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Answer 52% more emails with ease with Help Scout. Help Scout pulls in emails from your existing shared email account, giving you access to additional features that make your team more collaborative and productive. View all of the replies your team has sent, and see when someone is actively replying. Access detailed reports, build a library of saved replies, and take advantage of workflows to automate repetitive tasks. You'll have happier customers and fewer email requests — everyone wins.
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Design, automate, deliver, and manage critical IT and business services across your digital enterprise with ServiceDesk Plus.
ServiceDesk Plus helps enterprises design, deliver, and support IT and business services. It's certified as ITIL®-4-compatible by Pink Elephant across 4 ITSM practices: Incident, Problem, and Service Request Management, and Change Enablement, and is a Challenger in the 2022 Gartner® Magic Quadrant™ for ITSM Platforms.
It also offers a native ITAM database and CMDB, contextual IT and business integrations, and unrestricted low-code extensibility. To learn more, visit manageengine.com/service-desk
Learn more about ManageEngine ServiceDesk Plus
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- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
Quip combines documents, spreadsheets, and chat in one organized experience.
Centralize and organize your team's work, so you can create and communicate in the same place. Create and share documents, manage projects, and stay connected every step of the way. Quip combines documents, spreadsheets, tasks, and chat in one seamless experience. Used by thousands of the most innovative companies in the world including Facebook, NewRelic, Quora, and Pinterest. Available on web, Mac, Windows, Android, and iOS. Get started with Quip for free.
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- Self Service Portal
- Content Management
- Access Controls/Permissions
- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
HelpCrunch's Knowledge base software is a top-rated solution for knowledge management and 24/7 self-service customer support.
HelpCrunch's Knowledge base software is a top-rated solution for knowledge management and self-service customer support.
Other Features:
- Live Chat
- Auto Messages
- Email Marketing
- Help Desk
- Popups
- Mobile apps
- Chat Bot (coming soon)
Try HelpCrunch for free for 14 days.
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- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
Knowledge work automation platform that enables you to find information faster, work smarter, and achieve more.
M-Files is the leading platform for knowledge work automation. With the M-Files platform, knowledge workers can find information faster, work smarter, and achieve more. M-Files features an innovative metadata-driven architecture, embedded workflow engine, and advanced artificial intelligence. This enables customers to eliminate information chaos, improve process efficiency, and automate security and compliance. For more information, visit www.m-files.com.
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- Self Service Portal
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- Access Controls/Permissions
- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
Vivantio's knowledge base empowers end user self-service, and quick reference to articles during service delivery, for fast resolution.
Knowledge management in Vivantio empowers end users to self-serve solutions, and support teams to quick-reference documentation during service delivery. Knowledge articles and product documentation can be internal-facing to the agents and technicians who provide service and support; customer or end user-facing in a branded self-service portal; or both.
IT, GRC, HR, Finance, Legal, & B2B Customer Support teams leverage Vivantio for proactive service delivery and faster ticket resolution times.
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- Self Service Portal
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- Access Controls/Permissions
- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
Reading, Note taking and Document Analysis app winning Editor’s Choice from Apple & Microsoft
"PDF Editor with Superpowers, FastCompany
The first Reading, Note taking and Document Analysis app to win Editor’s Choice from both Apple and Microsoft.
"PDF Editor with Superpowers" FastCompany.
For professionals whose work involves analyzing complex sets of documents; to study, analyze and reach conclusions. LiquidText is an active reading and note taking tool where all your documents, highlights, annotations and underlines are in the same workspace as your notes and lets you make dynamic visual connections across content and notes.
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- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
livepro is purpose-built contact center Knowledge Management. Delivering quick and easy answers to agents, not long documents.
livepro is the premium knowledge management solution trusted globally by contact centers.
Designed with agents in mind, livepro delivers quick and easy answers – not long confusing documents. Feature-rich yet easy to use, livepro is the single source of truth that seamlessly integrates into your existing contact center toolkit. Reduce onboarding, AHT and improve compliance and customer satisfaction with the only knowledge management system that has COPC Inc. approved technology provider status.
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- Self Service Portal
- Content Management
- Access Controls/Permissions
- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
A collaboration tool that helps you manage and organize your work with teams and clients.
An all-in-one, AI-powered tool designed to streamline client collaboration with advanced yet intuitive features for real-time collaboration and project management. Offer services under your brand and deliver personalized client experiences with white-labeled client portals that centralize communication, project details, and other vital info. Use the drag-and-drop builder to craft interactive docs with embeds from 2000+ supported integrations. Optimize daily operations with our advanced FuseBase.
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- Self Service Portal
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- Access Controls/Permissions
- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more.
GreenRope Complete CRM and marketing automation delivers a comprehensive solution to help your entire team drive real results. With sales, marketing, customer service, and operations all built-in to the same system, you become a lean, data-driven organization with a complete 360-degree view of the customer lifecycle. Increase collaboration, drive sales, build better relationships, and create optimized omnichannel customer experiences.
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- Self Service Portal
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- Access Controls/Permissions
- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
Service Hub is customer service software that helps teams scale their support and delight their customers efficiently.
HubSpot Service Hub is a suite of tools for growing businesses. It's easy to use and built on top of HubSpot's leading CRM. It includes everything your service team needs to support customers and grow through their success. It's free to get started and will grow with you.
HubSpot is a leading growth platform. Since 2006, we have been on a mission to make the world more inbound. Today, over 100,000 customers in more than 120 countries use HubSpot's award-winning software, services, and support.
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- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
SkyPrep specializes in automating and transitioning any aspect of your employee training to an online platform, simply, and painlessly.
SkyPrep specializes in automating and transitioning any aspect of your employee training to an online platform, simply, and painlessly.
In addition to our simple interface, we run on a modern design that is fully customizable, allowing for a very personal and dynamic online training environment.
Of course, we deliver a host of features on top of an intuitive and sleek design. This includes the ability to upload any file type, build assessments, and run powerful reporting.
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- Text Editing
- Data Import/Export
- Commenting/Notes
- Document Management
Single source of truth for your contacts with live chat, help desk, knowledge base, email marketing automation, and more.
Gist is a suite of tools businesses use to market, sell and communicate with their customers. We're on a mission to help marketing, sales and support teams create great customer experiences in every interaction across the customer lifecycle, at scale.
Today, over 20,000 businesses are using Gist and we're just getting started. Join us on this journey and help us transform the way people run businesses.
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Knowledge Management Software Buyers Guide
Table of Contents
What is knowledge management software?
Knowledge management software is a centralized, searchable repository of digital documents such as PDF, docs, spreadsheets, presentations, audios, and videos. It allows users to capture, preserve, organize, and share business information, strategies, and ideas. It offers a self-service portal for sharing information internally and externally with customers or clients.
Organizations can use the software for various activities such as training, inculcating best practices for processes and projects, and creating FAQs.
The benefits of knowledge management software
Knowledge management software allows organizations to preserve the knowledge that employees have gained with time and experience, as well as share it with others. Here’s a list of the benefits of using this software:
- Improve employee training: The solution helps businesses document information such as industry knowledge, employee skillsets, and best practices. Storing this data on a self-service portal makes it easy for employees to learn from peers and industry leaders as per their convenience. The tool can also onboard new hires quickly as they’ll have all the training resources at their disposal.
- Speed-up access to information: The comprehensive knowledge base would make it easy for employees to quickly find answers to their queries. You can also share the database with customers and clients in the form of an FAQ portal. The software would ensure that answers are consistent, accurate, and the response time is short.
- Troubleshoot queries more efficiently: The software allows you to track and monitor trends in customer and employee concerns/queries. These trends can help you eliminate problems, ultimately saving you time and money in the long run.
Typical features of knowledge management software
- Knowledge base management: Create and store documents in a centralized database that works as an organized repository for knowledge retrieval.
- Full text search: Search for specific keywords in entire documents, not just limited sections.
- Access controls: Define access levels for different files and folders. Assign different permissions to users within the organization.
- Cataloging: Organize documents based on similar tags and keywords.
- Collaboration: Work together on projects by sharing information with colleagues in real time.
- Content management: Create, deliver, and govern information in multiple formats, within a collaborative environment.
- Discussion boards: Ask questions and share ideas via online forums or groups.
- Self-service portal: Access the knowledge base, discussion boards, and supporting tools, such as a messaging service and ticket tracker, on a single platform.
- Text editor: Allow users to edit text from within the application via a built-in editor.
Considerations when purchasing knowledge management software
- Aligning business objectives: Each vendor offers different features for distinct business needs. While some solutions are designed to be customer helpdesks, others are designed as collaborative tools to manage ideas and projects. Before purchasing a solution, list your business needs and match those to the software’s features. Also, create a roadmap to integrate the software into your processes and information systems.
- Ensuring data security and privacy: This is vital, so check where your data will be hosted and the security measures to protect it. You can choose to deploy on the cloud (where the data is hosted on third-party/vendor servers) or on-premise (hosted on your own servers). Review the measures for both options and assess which option would suit your business. Also, verify the security provider’s compliance certifications.
- Assessing the total software costs: The price of the software can vary from free to a few hundred dollars. To avoid overpaying for or underusing the software, ensure that the pricing plan you select has all the features to meet your basic needs. You may not need some of the advanced features or the full suite, which will reduce the software cost. Also, participate in free trials and demos to better assess the solutions you shortlist.
Relevant knowledge management software trends
- Increasing use of AI to filter information: Knowledge management software providers are leveraging AI to autotag content as per categories, making search indexing more efficient. They are also using AI to auto recommend content when users type queries into the built-in search bar, live chat, or email. This helps them discover relevant information at the right time.
- Compatibility with mobile devices: Sixty percent of employees use mobile apps for work-related tasks, and 71% spend more than two hours a week accessing company information on mobile phones. Based on this trend, knowledge management software vendors are offering mobile apps for Android and iOS devices, to ensure that users can access information on smartphones without having to compromise on the experience.
