In 1597, Sir Francis Bacon famously said, "Knowledge is power."

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.

→ Access Now: Free Knowledge Base Article Template

In this blog post, here's what we'll review: 

Let's get started.

What is knowledge management software?

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.

Knowledge management software also includes options for content creation such as a knowledge base which can be used by both your customers and your employees. These customer self-service options improve the customer experience because users can find quick and simple solutions without calling into support.

Benefits of Knowledge Management Software

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

Here are some benefits and common use cases for when and why you'd want your knowledge base to be open source.

  • Customize it to your liking because it's built in-house (or built by a developer you hire).
  • Save money because the original, modifiable code for open source knowledge bases is free.
  • Rely on internal experts and developers for support when using and growing your knowledge base (versus paying for access to a SaaS knowledge base's support team).
  • Integrate your knowledge base with other software you already use (this is typically simple since a developer will be building it).
  • Self-host your knowledge base on your own server versus another product's server.
  • Don't limit scalability or potential for growth with a pre-built SaaS knowledge base.

Lastly, if you're looking for some examples of open source knowledge base software, check out Bitrix24 and OpenKM in the list below. 

1. HubSpot Knowledge Base Software

HubSpot Knowledge Base Software

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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.

2. Guru

guru knowledge management software

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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.

3. Helpjuice

helpjuice knowledge management software

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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.

4. Bitrix 24

bitrix24 knowledge management software

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Bitrix 24 is a free, open source knowledge base that simplifies the processes of organizing and sharing information. The software is suitable for all businesses including SMBS and enterprises.

The Bitrix24 code is entirely modifiable so you can completely customize your knowledge base. You can also integrate various apps with your knowledge base to enhance its capabilities.

5. Sabio

sabio knowledge base software

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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.

6. Quip

quip knowledge management software

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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.

7. ServiceNow

servicenow knowledge management software

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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.

8. Bloomfire

bloomfire knowledge management software

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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.

9. Tettra

tettra knowledge management software

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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. 

10. IntelligenceBank

intelligencebank knowledge management software

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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. 

11. OpenKM

openkm knowledge management software

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OpenKM is an open source knowledge base and content management system. It helps organize, share, and evaluate the information you want in your knowledge base.

With OpenKM you have the ability to create more than one content library as well as provide access to your website visitors and entire org (e.g. say you were building an internal directory).

Now that your team has a knowledge management software to work on, read how you can integrate it with knowledge-centered support.

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Originally published Nov 24, 2020 10:11:00 AM, updated November 25 2020

Topics:

Knowledge Base