So we know we need a system to help us create knowledge bases, and we know we need a system or software to help us manage all the knowledge that we have in our knowledge bases. So now let’s take a look at some popular software available today that creates knowledge bases and manages knowledge. Remember, when looking for software, you have two options. You can either go for a free software package, or a paid one.
Novo Solutions has several products that contain the Knowledgebase Module. These products include Customer Support Suite, Service Desk, MediTrac and Citizen Request Manager. All of these help different aspects of your business and all of them come equipped with a knowledge base.
The software supports industry standards such as MS SQL Server and ASP/ASP.Net. It is easy to use in a variety of settings. It has capabilities to edit content, add multimedia and pictures, and to enable different access levels. Editing features include a spellcheck tool.
This software is core to customer service because it enables 24/7 self-service for customers. It benefits employees too, because they acquire knowledge much faster when using this, cutting down on training time.
It benefits the company because knowledge is stored. If an employee leaves, he/she doesn’t take their knowledge with them.
Novo Solutions software is available for a free trial.
Spiceworks is a free knowledge base software for IT teams. Its main purpose is to run an IT helpdesk and monitor networks. It provides a place for IT teams to share their knowledge and glean knowledge from others. There is the option of choosing whether only your team sees any articles you post, or whether the entire Spiceworks community also sees it.
You can write articles and create a reference portal. You have the option of sharing articles with clients so that they can help themselves with any questions they may have. You also have the option of bookmarking articles so that your team can see them, and vice versa.
Spiceworks is not just for articles, you can share any info you have, such as their enormous library (created by the IT community) of know-how’s.
ProProfs Knowledge Base is a knowledge management software used to create highly-searchable online FAQ’s to improve customer service and reduce tickets. ProProfs helps centralize access to all your files, documents and how-to articles ensuring they can be accessed across multiple devices and platforms. Organizations can easily share important information to train their sales, customer service and support teams. It is also an effective method for introducing new hires to company procedures during the onboarding process. ProProfs Knowledge Base improves productivity by making it easy for employees and customers to instantly find what they’re looking for, whenever and wherever they need it. ProProfs Knowledge Base Software eliminates the need to answer the same questions over and over again.
This is software for customers and employees alike. Employees can easily write articles, and readers have the option of reading these articles in any language they like. Articles are organised into topics, with the most relevant topics the most accessible.
A feature called Smart Synopsis uses RSS feeds to help you access the most relevant articles, forums, wikis and categories.
As a customer service employee, you will be able to track which articles are most often searched for and viewed, so that you know what the demand is, and can increase your efforts in that direction.
A system guides public through their questions so that they can help themselves.
This is software for customer service. It has tools such as 24/7 self-help on the Web, and the ability to create a portal for customers, as well as a community and knowledge base for them.
You can survey what customers need and what they are using so that you can ask them questions and contact them before they need to contact you. This is proactive service. Measure their satisfaction, as well as your team performance with special data features.
A huge plus, is that more than 100 apps work with Zendesk, so you can integrate your work with this knowledge base.
Zendesk has a free 30-day trial, and either a month-month, or annual fee.
The Final Word
These are but four software that creates and manages knowledge bases. There are many more available, and we would need several other articles just to briefly describe even the other popular ones. Start your own search and choose the perfect one for you!
A free package is useful if you’re just starting out, and you’re not sure whether you need a KBS or not. No costs means your company doesn’t lose out. However, free software often lacks support for issues and problems that arise. On the flip side, paying for software guarantees support and -sometimes- help with the installation and management of your knowledge base. When looking for software, decide what you’re looking for.