Whether he knew it or not, this maxim has become more and more relevant for businesses that are looking to retain and grow their customer base over the years.
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 they are a number of knowledge management systems available today to help you with these steps.
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.
Since knowledge management software provides a range of benefits, here are a few major points to note.
1. Personalized Customer Service Interactions
When 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 Solutions
The 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 Volume
Adding 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.
Open Source Knowledge Base
An open source knowledge base is built on open source software — meaning, its source code is original, freely available, and modifiable. An open source knowledge base is highly-customizable as you'll have to build it in-house.
If you're not interested an open source knowledge base, your other option is SaaS knowledge base.
A SaaS knowledge base is entirely ready for you to use the moment you get it — but you may not be able to customize it to your liking as you would with open source.
Let's talk about some more reasons why you might want an open source knowledge base next.
Why You Might Want an Open Source Knowledge Base
There are a number of reasons why you might want an open source knowledge base. To show you what I mean by this, let's review some benefits and common use cases you'll get from going this route.
Benefits and Common Use Cases for an Open Source Knowledge Base
HubSpot's Knowledge Base Software is a powerful tool — here are some of its most-notable capabilities:
1. Saves your team valuable time when building your knowledge base.
You can get your knowledge base up and running in just minutes with HubSpot. You won't have to work with templates and you don't need a domain either. By analyzing your ticket and conversation data, this tool actually guides you to create knowledge base content for your highest-impact topics and themes that customers need support on.
2. Makes sure your knowledge base is findable.
HubSpot's Knowledge Base comes with SEO capabilities to ensure your library is discoverable. Additionally, 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.
3. Offers an engaging user experience for your customers.
When it comes to a knowledge base, you want to make sure yours has a great user experience (UX) and is easily navigable. HubSpot guides you as you work on and write knowledge base articles to ensure your content and information are easy to find, browse, read or watch, and refer to again in the future.
4. Helps you measure the performance of your knowledge base.
HubSpot provides a look at the success of your knowledge base with powerful insights including: engagement, sentiment, search, tickets and conversations, ticket deflection, and maintenance suggestions.
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.
Helpjuice 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.
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.
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.
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.
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.
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.
IntelligenceBank 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.