One tool that more and more businesses are turning to when trying to combat the increasing amounts of information and customer interaction on their websites would be Knowledge management systems. Knowledge Management Systems help you to sort and search through the information that your website gathers. Ranging from advanced ticketing systems to AI integration, each system brings different features to the table. Each knowledge management software can add something valuable to your website.
Knowledge Management Systems have already seen widespread adoption in fields like healthcare, due to their many benefits. Today, we will be going through and doing some knowledge management system software comparison, so you can figure out which knowledge base would be the right fit. In each review, we will be going through the pros, cons, and features of each knowledge management system. We will also be covering the price per month and use cases for each system. If you want to know more about what practices make a good knowledge base, you can read about it here.
Table Of Content
- Comparing 5 Best Knowledge Management System Software
Comparing 5 Best Knowledge Management System Software
Zendesk is a customer service application that allows for improved communication between your company and its users. The software is scalable and works with a small or large amount of users. Zendesk also has a large array of features that allow your company to improve customer service.
One of the biggest features of Zendesk is its Ticket Management System. This ticketing system creates and tracks customer tickets from a large variety of sources ranging from phone calls to email and Social Media. These features allow your company to expand the number of ways that customers can reach out to you without your help desk employees needing to check multiple platforms for tickets, as all tickets are stored in one place. These tickets can then be pulled by an agent to be worked on. An agent can also handle multiple tickets with this knowledge management software to improve efficiency as well.
A big reason for having a knowledge base is to not only convert new customers to use your product but also to keep existing customers happy. One of the reasons customers stop using a service or product is because they find the features too difficult to use or more commonly because they do not get the system support they require. In an age where customers have access to most information in seconds, they expect to find their solutions at the same rate. It is up to you to provide this on your website. This is where the Zendesk Help Desk application comes in. The application allows you to create and manage a Help Center, which is a knowledge base for your customers. This knowledge base embedded on your website can include information that your customers need, such as articles, FAQ pages, user guides, and much more.
Zendesk includes a tool that allows you to track the tickets which customers have submitted. You can also see more general data, which is given in a very easy to read format. This tracking allows you to check up on the performance of individual departments or employees. This ensures transparency and accountability, which has a positive effect on employee accountability. This data can be used to identify the best support agents, but the most important thing it provides is the ability for you to track customer satisfaction rates and allows you to make improvements to your company’s customer support. These features improve customer experience exponentially.
Another big feature that Zendesk offers is its integration with various different apps. This integration allows you to integrate tickets from the various sources we discussed earlier. This allows for Zendesk to be one of the most flexible knowledge management software on the market. Due to these features allowing companies to customize their customer service departments, this allows the employees of Zendesk to engage with their customers in a much more impactful way. Overall the use of Zendesk and its management tools results in an increase in productivity and a decrease in customer burn rate. Zendesk really is one of the best knowledge management software on the market.
- Zendesk provides ticketing from multiple platforms
- Easy to navigate customer interface
- Support on most of the devices
- Centralized support, sales, and general inquiries
- It takes time to train
- Training courses may be required
- Technical setup may be required
- Lite: Free
- Professional: $19 per agent per month
- Enterprise: $59 per agent per month
Confluence is a knowledge management software coming from Atlassian. This proprofs knowledge base software is a knowledge base software that gives you and your team the ability to work from the same information quickly and effectively.
“In Confluence, content is created and organized using spaces, pages, and blogs. Confluence’s collaboration tools allow users to write, edit, comment, and get work done together within the Confluence interface. Users can display a variety of content types thanks to Confluence’s rich text editor, and an array of accepted attachment file types. Permissions and Restrictions all users to control the visibility of Confluence content at the Space or Page level, so only the right people have access to the right information. Confluence has also been designed to prevent duplicates, and display only the latest information.“
The knowledge base portion of Confluence allows users to organize and search for any content they require. for their projects. It provides many tools for company management such as restricting data to the necessary groups or individuals. This allows for a corporation to use Confluence, and for groups within the company to work together without giving up privacy. Another feature available to your companies management is task assigning and monitoring. This knowledge base solution comes as part of the Confluence knowledge management software and allows you to assign employees tasks, track their progress, and completion dates. This knowledge management platform once again ensures transparency from within the organization. The features available to users allows them to publish new content, as well as organize, and access the content available to them. Confluence also features integration with Atlassians other tools; JIRA.
- you can collaborate on a project level
- track project status
- track their individual tasks
- Help you to centralized the information
- Migrations of data can be difficult
- Confluence is not very graphic
- Lack of customization tools
- Lack of search engine indexing options
- Depends on the number of users
- More information can be found here
Proprofs is one such proprofs knowledgebase solution or knowledge management software that is both easy to use and is very flexible. It can be used to create and organize content ranging from self-service knowledge to website articles. Proprofs allows you to manage and organize this into an easy to use knowledge base. This functionality allows Proprofs to be useful both as a management platform as well as a platform to help better your companies customer support.
Creating and publishing content is extremely easy with Proprofs internal editor. These features provide a wide range of formatting options that allow your content creators and employees to produce at their best. The business knowledge management software allows you to embed images, links, and videos easily into any file. The text editor that Proprofs offers is easy to use and is packed full of useful features. For example, you can add pop-ups to your website to explain various topics ranging from features of a product, technical specs, and system requirements. Using all of the features that the Proprofs knowledge hub provides will allow you to improve your website, as well as the customer support it provides.
The Proprofs knowledge management software offers integration with various platforms such as Zendesk, The Google Suite, and much more. Using these tools in conjunction with the knowledge base that Proprofs provides allows you to create a better experience for both your customers and your employees. Another feature that Proprofs allows you to add to their knowledge bases is their incredible search function. This search function allows your customers to quickly and effectively find the content they require from within the knowledge base. Proprofs also works as a management solution, as content can be restricted to only authorized users. The content can be further restricted to enable view and edit access. All these features make Proprofs one of the best knowledge management system available.
- Create an internal knowledge base for teams to access
- Create a customer support knowledge base
- Provides customization and branding options
- Allows setting specific conditions to control content visibility
- Lack of template variety
- No mobile support
- Lack of task management feature and knowledge flow management
- Lite : Free
- Essentials: $ 0.30 /Page per month
- $ 0.50 /Page per month
In the modern world, companies and teams often use a large amount of different software, for access to all their features. Guru allows you to consolidate all the information from the various tools that your company uses in one place. It takes the information from software ranging from Google Docs, Confluence, Salesforce, Slack, and much more and creates a single source to extract that information. This knowledge management software works best for teams who deal directly with customers.
Guru often gives reminders for you to update its knowledge base. It also gives you reports, which gives you data and analytics that can be extremely useful to improve customer support. As these analytics give you information on which articles from your knowledge base are accessed, it allows you to improve your service management by featuring the most accessed articles on the front page of your website. Guru also features an easy to use editor which makes it easy to import and format information or creating from scratch.
One of the biggest features of Guru is its integration with other software. Guru integrates really well with Slack, and it allows you to call upon the knowledge bases to create cards to add information from slack into Guru really quickly. The browser extension allows you to create a card and add information to the knowledge base from anywhere on the web. Guru will automatically detect duplicates from within the knowledge management software to help you to keep the knowledge base and compact and tidy as possible. Another feature that Guru provides as a management solution is the expert suggestion feature. If you have a question when you are creating or editing content, Guru will use its AI to suggest the person in your organization who will be most able to help you.
- You can define roles and groups
- The tool provides recommendations for content
- It has a web application as well as a browser extension
- Easy to use
- Unintuitive web interface
- Slow search speeds
- No table of contents
- Starter plan: Free (up to 10 users)
- Builder plan: $14 per user, per month
- Expert plan: $24 per user, per month
5. Zoho Desk
Zoho Desk is a knowledge management software that increases agent productivity, synchronizes with other software, and overall improves your customer support. From giving your employees really powerful tools to use, to automating frequent tasks Zoho desk really is one of the best knowledge base software on the market right now. Zoho Desk has a really robust knowledge base software that allows you and your team to work more effectively together.
This will improve employee productivity and improve the customer experience on your website as well. It is really important to remember that Zoho Desk works best with customer-facing teams, as many of the features available on their knowledge management software focus on improving customer support. One prominent feature that Zoho Desk has is the consolidation of customer tickets over various platforms in one place.
This allows your customers to interact with your website and team in the form most convenient to them. Customers can also gain access to a knowledge base where they can find the solutions to their problems on the knowledge base by themselves. Zoho Desk is extremely custom-able and is able to integrate with a wide variety of apps. This makes it one of the most flexible knowledge management software.
Zoho Desk has a large amount of powerful and easy to use features, which includes functionality such as Social Media integration. Zoho Desk also includes many management tools for monitoring customer interactions as well as the performance of your employees. Zoho Desk is as stated before perfect for teams dealing with customer interaction. The ticketing system Zoho Desk uses allows customers to create tickets from a wide variety of platforms ranging from social media, your company’s website, or email.
The ticket management features that Zoho Desk provides allow you to view tickets by issue, keyword, customer, and much more. Tickets can be assigned to employees and can be further refined to assign tickets containing certain keywords to employees in relevant departments. The software also ensures employee accountability as well as productivity. It is possible for management to view employee performance regarding the number of tickets completed in a period of time.
- Easy to assign agents to tickets
- Message updates are easy to follow
- Very intuitive UI
- Full accountability of team members
- Integration with email is not the smoothest
- Reports can be confusing to navigate
- No sufficient deployment options
- Standard: $12 per agent per month
- Professional: $20 per agent per month
- Enterprise: $35 per agent per month
1. What is knowledge management software?
Answer: Knowledge Management is the process of identifying, collecting, evaluating, organizing, storing, and sharing information. The system or KMS software tool that is used for carrying out this process is called Knowledge Management System. It is a tool used by companies to help them organize all the documents and other information.
The formats for storing information are simple and user-friendly for both internal and external users. With a knowledge management software system, it becomes easy to keep documentation up to date. It also helps you provide better customer service and customer support. It works by letting your customers find the information they need on their own. This doesn’t only reduce the number of calls to your customer support center but also helps the customers get answers to their queries quickly and easily.
Not just the customers, but your internal employees also benefit from an internal knowledge base. Wondering how? It’s simple. You can store internal data and information in it for your employees and they can easily search for the same. The data could be in various formats like documents, audio-visual, table format, or others. This way, you may provide information about the policies of your company to the employees. The employees also find it easy to share other work-related data and files with each other through this system. If they want to, it is also possible to share a view-only file with the client and get their feedback.
2. What is the purpose of a Knowledge Base?
Answer: Knowledge bases for the small business are essentially an online library, which provides information for the end-user. This information can pertain towards a team or towards a customer. Knowledge bases that are known as enterprise systems often allow the end-user to absorb the same information in a variety of ways. The way to do this is to diversify your content. This can include articles, blog posts, videos, interactive tutorials, webinars, etc.
One way to implement a knowledge base, as you have seen, is to allow your customers to access information on how your product functions from your website. This allows your customer to fix any problems they may have, or find a method for them to learn the information they need to start using your platform.
A knowledge base can be used for teams and not just customers. Just one example would be a hospital. Doctors and nurses frequently need access to clinical data, such as a patient’s health record. A knowledge base can allow hospital staff to increase patient care by giving its faculty critical information from a patient data file, and relevant links to articles from the national library of medicine. This decision support provided by a knowledge base can help save lives.
3. What are the benefits of a knowledge base?
Answer: Having a knowledge base gives any organization a lot of benefits. First and foremost, it allows for easy and consistent service. Having a knowledge base allows all of your team members to reference the same information and guidelines. This allows teams to be more independent while reducing confusion and frustration. Another benefit that a knowledge base provides is customer resolution. This means that customers running into an issue can just access the information they need to solve it from your knowledge base.
A knowledge base implemented correctly can spare the customer from making a call, being put on hold, and getting help from a problem. This also leads to the third point: reduced costs. Having a functional knowledge base that allows your customers to seek the information they need out themselves, means that you would not need as many staff members on a help-line. Those hours could be spent on other projects, or potentially on expanding the information in your knowledge base.
Another reason for having a knowledge base is to not only convert new customers to use your product but also to keep existing customers happy. One of the reasons customers stop using a service or product is because they find the product too difficult to use or more commonly because they do not get the support they require. In an age where customers have access to most information in seconds, they expect to find their solutions at the same rate. It is up to you to provide this.
If customers are unable to find solutions from you, they could switch over to a competitor who does provide a knowledge base service. Including a well-implemented knowledge base, however, can increase the amount of customer retention. It also increases customer satisfaction. As we discussed earlier, having a knowledge base reduces the number of customers calling for support, which reduces wait times considerably. Implementing a knowledge base can, therefore, be beneficial not only to the customers whose issues are addressed within it but also to the customers who may require more personalized help. Having a knowledge base is therefore both beneficial to the company as well as the individuals using its products.
4. What are the components of a good knowledge base?
Answer: There are 5 basic rules for creating a good Knowledge Base.
- One of the biggest features of any knowledge base is the use of labels.
- Make it a habit to tag all of your content with a label
- Labels can be used in combination with a search engine to better narrow down your search results
- The topics you choose to work on will have a large impact on your knowledge base
- It is important to prioritize the topics that you choose to include within your knowledge base
- Writing a knowledge base article can be tough sometimes, but using a template makes the process a lot easier
- Templates allow for easier, faster, and more consistent content writing
- Using a template will also make writing content and contributing to your knowledge base much easier for your writers
- This allows them to work a lot faster, and they can add more content and information to your knowledge base
- Your writing should be understandable and professional without being demeaning towards the reader
- Limit the usage of industry jargon in your knowledgebase articles
- Make your content more accessible by breaking it up with images. This will physically break up the text, and make your articles much less likely to overwhelm your readers.
- sing bullet points, or breaking your information up into a step-by-step format can help greatly
- Your knowledge base homepage is at the center of your base layout
- Your primary goal with this page should be to allow your customers to find the information pertaining to them as soon as possible.
- The best way to do this is to add a search bar. This way your customers can easily type in the problem or issue they are facing and be able to quickly find the information they need from within your knowledge base.
- Another way to minimize the customer’s time is to feature prominent content on your home page
- This allows the customer to find the pertaining information without having to search for it
Regardless of the choice, you make of a knowledge base, the most important thing to remember is the user experience. Your customers should be able to navigate through your knowledge base, without frustration. If you followed the tip about tagging each article with labels, it should be relatively easy to break up your content into different components. You can organize your content by department, issue, or even alphabetically. One of the quickest ways to do this would be through the use of macros. The earlier you do this, the easier managing your knowledge base will become in the future. The companies that have used a knowledge base and implemented it properly, have been met with unparalleled success. We wish you all the best!