Looking for a solution to manage your knowledge?. Well… Knowledge-base software is the best solution to fix your problem.
Thanks to Sir Francis Bacon whom in 1597 famously said “Knowledge is power”
Whether he knew it or not, this saying has become more and more relevant for businesses who are looking to grow and retain their customer base.
However, collecting data is only half the fight. Once the information been collected, you will need a way to organise and analyse it. Without that process, your recent knowledge does not have much power at all.
You may previously have a manual process in place for this, but people who are in charge of overseeing incoming information and streamlining it to employees who need it most. Every organisation should have some form of knowledge management to ensure its data is being used efficiently.
But when your company grows, you will notice that your manual process may not scale with it. It will be harder to manage all the incoming information because there will be more data and more channels for it to come through. If you want to effectively manage your company data, you will need software capable of automating the organization and distribution process.
What Is Knowledge Management Software?
Knowledge management software organises information so that employees and customers can quickly access and distribute it. This technology grabs data into one combined resource, preventing data-silos and making it more accessible to find information. By having knowledge managed in one place, stakeholders can know exactly where to go when they have questions about your business.
Knowledge management software additionally includes options for content creation, this includes a knowledge-base that can be used by both either parties (customers and employees). These customer self-service options improve the customer experience because users can find quick and simple solutions without calling into support.
Since knowledge management software provides a range of benefits When customer data is immediately available, service agents can use this information to personalise the customer experience. For instance, if your team uses a CRM, you can store data about past interactions with those customers. Then, you can remember that information the next time the customer reaches out.
Faster Support Solutions
The purpose of knowledge management software is to centralise information into one accessible location. 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.
Reduced Service Volume
Having a knowledge-base to your site is a significant 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 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.
In this post, I introduce you 6 knowledge base software in 2021.
Guru is a software that been 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 does not even have to search for data during a service interaction. The more you use Guru, the better it gets, since it is machine-learning, Guru will improve its performance over time and adjust to your team’s day-to-day workflow.
Price: Free for teams of 1-10 users*
ServiceNow 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.
Price: Contact them for pricing
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 wide range of file types to ensure that all of your company data is stored in single place.
Quip 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.
Price: Starting from $10.00 per user and per month
Bitrix24 is a knowledge management tool that includes a wide range of tools that collect and distribute information. This tool set includes a CRM, but as well as internal communication tools that gets your team to use to collaborate on problems.
Bitrix24 also includes help-desk and call center software in addition to its knowledge management features. These tools compliment your knowledge management software so your team can run all of its customer service operations through one interface.
Price: Free tier to multiple pricing, first one starts at $24.00 per month for 2 users
Bloomfire is a cloud-based knowledge management software that encourages employees and customers to be self-sufficient. It uses AI generated tags to categorise information, making your most used data easier to access.
It also supports a range of integrations so you can connect tools such as Slack, Dropbox, and Google Drive to your central database. This way, you can upload existing documents into Bloomfire, then transform them into self-service knowledge base articles.
Price: $25.00 Per User, Per month Paid annually
Helpjuice has is a unique customisation tools that let you design every aspect of your knowledge base. From 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 and if they make a mistake, every revision is recorded so you can revert to previous versions of your post when needed.
Price: From $120.00 up to 4 Users