Knowledge Management Software

This software type helps organizations create internal knowledge bases for company use as well as guides for customer interactions. It helps them better organize, manage and store information that is key to their business. Teams can create online documentation for their team members as well as help guides for their clients. These include troubleshooter guides, frequently asked questions and so on. These documents can then be stored securely in company “Wikis” for example and shared easily with anyone who needs them.  Read the full software guide...

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What is Knowledge Management Software?

Knowledge management software is any digital solution that helps organizations create and maintain a searchable knowledge base, making it easier for their employees, customers or the general public to find the necessary information on their own.

Administrators can use the software to control access, set alerts, and manage documents and folders, while employees can use it to create and publish content to the knowledge base and share files between internal members. On the other hand, the software allows customers or the general public to view and/or download files from the self-service portal and find answers to their questions, without having to contact support agents.

More advanced products allow you to create a customized self-service portal with additional functionalities that enable users to comment or add ratings. Some programs make collaboration easier by allowing team members to exchange ideas, share files, work together on an online document, and leave feedback on the document itself.

Types of Knowledge Management Software

Different products focus on different areas of knowledge management. Here’s a look at the four main types of knowledge management software.

  1. Database Management – These products specialize in creating and managing databases. Products focused on database management can be used to capture knowledge generated from teams and store it in a searchable database, so that those who need the information can access or share it anytime.
  2. Document management – These products help users to update, share and manage documents stored in a knowledge base. Some products even allow multiple users to work on an online document simultaneously and preserve different versions of the same document for future reference.
  3. Groupware – This type of knowledge management software facilitates collaboration between internal members of an organization by allowing them to share ideas and documents, give and receive feedback, and manage workflows within one single platform. Most products come with collaboration features, such as video conferencing and instant messaging. Organizations often use these products to gather tacit knowledge, which is otherwise difficult to track and capture.
  4. Decision tree – This type of product presents information in a graphical format in order to help users make decisions more easily. The software usually lets you create a decision tree or other flow-chart like diagrams.

How to Choose Knowledge Management Software

Shopping for software could be overwhelming, but it often boils down to choosing the right features for your needs. Most products come with some common features, but only a few will have features that cater to most of your requirements.

Start by defining your needs. Once you know what you want to achieve, choosing becomes easier. For instance, if internal collaboration plays a big role in your knowledge management system, you’ll want to choose a groupware tool. If you need a knowledge management solution that helps in decision-making, choose a product capable of creating decision trees to help users visualize all possible outcomes of a decision.

You may also look for advanced database management capabilities to make storing and retrieving data a breeze. For instance, some products organize data in a structured hierarchy to make finding files from the knowledge-base easier for the users, while some allow you to organize content into topic-specific channels. You’ll also find products with advanced search features, such as auto-suggest, full-text search and search filters.

Also, consider whether you need a knowledge-base with built-in feedback and commenting capabilities. Checking the publishing features is important as well. You may need a product that allows you to publish emails directly to a knowledge-base or one that helps capture and preserve the knowledge of your top performers.

Other important considerations include whether you can modify the design of your knowledge base to fit your website’s design if the product supports multiple languages and if it integrates with your existing data repositories.

Depending on your requirements, you may look for more advanced features, such as the ability to set role-based access to documents, Internet-based search options, gamification support, synchronous document editing, and version control capabilities.

Benefits of Knowledge Management Software

  • Saves time and money – You can use knowledge management software to create an organized knowledge base for your employees and support agents, which helps reduce the time they spend on finding information for resolving their own or customers’ queries.

  • Reduces helpdesk tickets – The software enables you to create a self-service portal for your customers. You can create and update troubleshooter guides, frequently asked questions (FAQs), etc. Customers can find answers to their questions on their own, without having to raise a support ticket. This not only helps improve customer satisfaction but reduces the workload of support agents.

  • Streamlines staff training – You can create, store and update training materials on a central knowledge base and provide new employees access to those resources. This helps save time and money of staff training.

  • Preserves expertise of experienced employees – Some programs can capture and preserve the knowledge of experienced employees so that the knowledge remains accessible to new employees even when the veterans retire.

Overall, software products for knowledge management help turn raw data into business intelligence.

Common Features of Knowledge Management

API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Chat Live text chat with customers, website visitors, mobile contacts and others.
Contact Management Manage large amounts of personal or business contacts in a centralized system.
Contact Sharing Share contacts across teams or platforms to give access to others or to migrate address books across different systems.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
Document Comparison Compare and contrast different versions of documents and browse revision histories to consolidate collaborative changes.
Email Integration Integration with email clients or providers to create and send emails as well as view received emails within an application.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
File Sharing Share files with colleagues, customers or other stakeholders for easier access across platforms, collaboration and/or version control.
File Transfer Transfer large files to colleagues, customers or other stakeholders. This is often used for files too large to transfer via email and other conventional transmission methods.
History/Version Control Track revision history, file versions and other changing data, commonly used in collaborative applications.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
Project Management Manage projects from conception through the planning stage to delivery and post-project reporting phases. This allows organisation teams to organise resources, plan budgets and improve efficiency in the delivery of project objectives.

Latest User Reviews of Knowledge Management Products

Inês Barbosa
10 Nov 2020

Easy to use and fun to work with! It really helps me organize my daily work, which optimizes my outcome

George Petrou
10 Nov 2020
"Great product with excellent support team"

Automated ticket assignment on bespoke forms. User controls, roles and departments. Auto assigning of tickets where possible to cut ...

Bernardo Gomes
19 Nov 2020
"Great tool especially for Live Chats"

Live Agent is very user friendly and very stable. Also i love the automatizations available even thought they could have more but it...

Silvio Parreira
20 Nov 2020
"Great service/software"

Lots of options and flexibility for customization to suit your organization's individual needs. This is great because the system can...

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