We’re all familiar with the phrase “knowledge is power”, but when it comes to business, possessing knowledge is only a small piece of the puzzle. You can acquire all the knowledge in the world, but if you can’t successfully pass that knowledge on to the rest of your team, and infuse it throughout the whole company, its benefits will always be severely limited.
This is why knowledge management is so important – but as anyone who’s working in knowledge management knows, it’s an extremely complex area. The good news is that these days there is a selection of knowledge management software available that can help you stay on top of acquiring, organizing, sharing and analyzing information. Below, we look three core types of knowledge management software, with best-in-class examples for each category.
Knowledge base software
Knowledge base software is a centralized database where all company knowledge is created, stored, managed, and shared with employees. It usually has a searchable directory of contents and includes a collection of questions, answers, guides, and documents relating to a tool, product or service. As such, knowledge base software acts as an “internal wikipedia” for your team. The right knowledge base will facilitate knowledge transfer throughout your organization with minimal duplicated effort of friction, allowing employees to answer questions and resolve issues by themselves. If you’re looking to invest in robust knowledge base software, these two tools are a great place to start.
ProProfs Knowledge Base is a powerful tool that’s easy to use, and known for its smart settings and seamless integrations with tools like Zendesk, Freshdesk and Google Analytics. The software itself is simple – you don’t need any HTML or coding skills to use it – which makes ProProf very popular with small businesses as well as large enterprises. You can use ProProf to write knowledge base articles from scratch and import existing documents or PDF files, and you can create a smart looking, information-rich online knowledge base within minutes. Its built-in reporting system provides insights into what questions people in your company are asking, and what problems they’re not finding solutions to – allowing you to use this data to continually improve and refine knowledge management.
Helpjuice is a well-known SaaS platform that lets you design every aspect of your knowledge base. Their software is geared towards companies with big teams and is specifically designed to help you scale customer support better. One of Helpjuice’s best features is its unique customization tools that let you adapt every feature of your knowledge base, and its simple user interface and editor are perfect for new employees. Helpjuice also has powerful analytics capabilities, and provides deep insights into your knowledge base statistics. Helpjuice promote their search function as being just as innovative as Google’s, and because they’re continually observing how people search in knowledge bases, they’re constantly improving it – making it even easier to find and share knowledge.
Learning management systems
Training is another critical competence for knowledge management, providing teams with a structured and standardized format for exchange. Many companies use learning management system (LMS) tools to help streamline employee training and education. These are especially useful in our current climate to overcome the challenges of onboarding new employees remotely. LMS tools can empower employees by allowing them to independently find answers to solutions, and they’re also a smart way to share training and educational resources that help everyone learn as they work. Two of the best LMS tools include:
Looop is a simple cloud-based learning tool that’s been specifically designed for remote teams. It allows new employees to quickly find answers without having to ask for assistance, and enables training departments to create quizzes and questionnaires to use in onboarding and training. Aside from ensuring new employees have all the information they need, Looop also makes it easy to build feedback loops and examine training compliance, allowing you to see what works and what doesn’t, and continually improve the learning process.
Docebo is a cloud-based, AI-powered LMS that’s designed to make the learning experience infinitely more enjoyable for customers, partners and employees. It allows you to create, store and deliver multimedia lessons, courses, and other training content, and its simple interface makes it easy for employees to quickly learn new skills and acquire new knowledge. Docebo helps provide a simple and intuitive onboarding process, and its pre-made widgets help streamline processes, ensuring that employees new and old have easy access to interactive and engaging learning tools.
Customer relationship systems
The information that a company learns about their customers over time is obviously crucial to success – but you need to have an effective way of gathering, transferring, analyzing and using that data for it to actually benefit your company. This is where customer relationship management (CRM) systems come in. CRM tools help marketing, sales and customer service teams to better understand customer relationships, allowing them to track sales and interactions and offer a more learned response to any issues that may develop. Beautifully, this can also cross over to be about helping customers find and access the knowledge they need to succeed with your product or service. Two stand-out CRM tools are:
HubSpot Service Hub collates all your customer service data and channels together, and its powerful knowledge base, conversational tools, help desk, reporting, and customer feedback surveys are just some of the features that make this CRM so popular. It allows you to quickly and easily create a library of help articles so customers are able to find solutions themselves, and it also provides built-in reporting dashboards where you can manage your performance. With HubSpot, all the tools a CRM team needs are in one place – from help desks to live chat – and the analytics features are strong, too: you can see what terms customers are searching for, review the performance of articles, and monitor video engagement, allowing you to analyze your work and see where you need to improve.
Salesforce Sales Cloud is a cloud-based, fully-customizable CRM that allows you to connect your knowledge base with your customer support and marketing systems. It helps you manage contacts, leads, opportunities and customer accounts, and also allows you to capture customer information and updates in real-time. You can use Sales Cloud to create personalized sales pipelines for particular customer segments, and then set up workflows to reach these targets in the best ways possible. Not only does Salesforce Sales Cloud allow you to track and manage customers, increase sales productivity, and improve sales forecasting, but it also helps you align sales and marketing and generally just improve customer service.
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