What is the best knowledge management software?
Here is a list of some of the best knowledge management platforms to use this year.
1. Freshdesk.
Freshdesk is a cloud-based knowledge management tool that provides solutions for implementing practical knowledge management. The support tool helps you help customers find answers to common questions.
It also helps you keep documentation up to date, manage knowledge access and permissions, organize documents, etc. The software helps you document tutorials, answers to frequently asked questions, DIY guides, and more.
Its free text editor is another asset. The text editor offers numerous formatting options for structuring your content and responses. It also makes it easier to integrate images and other graphics to illustrate the steps of the tutorial.
Features
- Versions and translations - It allows you to deliver content in multiple languages and provide translations to serve customers around the world.
- One-click actions - It has a two-panel view to go from one point to another and access relevant categories, articles, and folders with a single click. It also allows you to make changes to multiple items, folders, or categories simultaneously.
- Unlimited storage space - It offers unlimited storage space, allowing you to host as many image-rich tutorials and guides as you want.
- SEO capabilities - It integrates metatags, titles, and other elements to improve the visibility of your site by search engines.
Pricing
Freshdesk is offered in five plans (including a freemium plan):
- Sprout - Free Plan
- Blossom - $15 per month
- Garden - $35 per month
- Domain - $49 per month
- Forest - $99 per month
All plans have a 21-day free trial.
Try freshDesk for free ->
2. HubSpot Knowledge Management.
HubSpot Knowledge Base is a knowledge management software that helps you set up knowledge management to provide uninterrupted information. The tool analyzes your post, the most frequent conversations, and the most frequently asked questions from customers to create content.
It sets up answers to common customer questions and needs in order to reduce customer support requests and save time. Overall, HubSpot makes it easy for customers to navigate, discover, read, watch, or refer to your customer base.
It also helps your knowledge management articles and documents to be indexed in search engines. You can even customize the look and feel of items and preview how they'll look on different devices.
In addition, it synchronizes with chatbot software to make your knowledge management and the most relevant content easily accessible.
Features
- SEO - It provides customizable structures, based on the SEO, to get better item rankings and reduce customer search time.
- Automatically records customer behavior - Articles previously viewed by customers are automatically sorted by the free CRM of HubSpot to avoid sending duplicate content during support conversations.
- Monitoring impact and use - The integrated report dashboard identifies knowledge management gaps by analyzing the effect of pages and knowledge management. It also displays customer feedback and usage data to improve help documentation.
- Conversational bots - They assign appropriate chat agents and relevant documents to specific customers. This improves live chat functions and 1-to-1 communications.
Pricing
The HubSpot knowledge management platform is only available with the Professional and Enterprise editions of the software.
Pricing plans include:
- Professional - $360 per month
- Business - $1200 per month
Both plans come with advanced features such as 1:1 video creation, video hosting, a survey tool on the customer experience, etc.
Try HubSpot for free ->
3. LiveAgent.
LiveAgent is a help desk software that helps you add knowledge management articles, create forums, and feedback boards. It allows you to create customizable knowledge management to manage customer requests without having to contact them.
The installation process involves only four steps, namely creating, configuring, customizing, and populating the template with content.
Businesses that sell multiple products, brands, and services can create an unlimited number of knowledge bases using a single account. You can also ensure that each knowledge management has a unique design, content, and layout.
LiveAgent also integrates with multiple communication channels like Gmail, Viber, contact forms, Slack, Twitter, Facebook, etc.
Features
- WYSIWYG editor - Its built-in WYSIWYG (What You See Is What You Get) editor allows you to style knowledge management content with titles, colors, and images.
- Customizable customer portal - Knowledge management articles, feedback boards, and forums are added according to the type of products and customers. You can also create and place customizable search widgets anywhere on pages for easy navigation.
- Predefined themes - It offers three types of themes, including Classic, Minimalist, or Montana. You can customize the colors of the various icons, elements, buttons, and headers to suit your brand.
Pricing
LiveAgent offers 2 pricing plans for its knowledge management platform:
- Ticket - $15 per month
- Ticket+ Chat - $29 per month
Both plans are suitable for small businesses, individuals, and marketing professionals. They also come with a free 14-day trial (no credit card required).
Try free LiveAgent ->
4. ZenDesk.
Zendesk is a knowledge management solution that allows you to organize your institutional knowledge and gather it in a searchable database. It offers customer service, ticketing systems, and even allows you to integrate knowledge management with support tickets.
You can display your knowledge management articles and content for specific audiences, including support agents, certain customers, etc. It also comes with pre-designed templates to maintain content structure and create articles that are easy to read with rich formatting.
ZenDesk also accelerates customer service through in-context self-service. The Web Widget and the Mobile SDK allow a service in context within a product or on a website.
It also allows your agents to write new articles and documents and to flag older articles that need improvement. You also have the option of embedding self-help articles in other places like blogs, product pages, etc.
Features
- Updated forum - “Team Publishing” provides real-time updates on customer issues by collecting data from an expert support team. It also allows you to update frequently asked questions, product details, policies, and more.
- Translation - It allows you to translate your knowledge management articles into more than 40 languages in order to provide assistance worldwide.
- Customizable display - Control the look of the help center with customizable themes and organize content based on customer preferences. You can also create multiple help centers to meet the needs of different audience segments, regions, or brands.
- Integrated reports - Measure and identify what your customers are looking for using integrated reports. They also help highlight content gaps and determine areas in which to create articles.
Pricing
Zendesk provides knowledge management tools with two of its plans, including:
- Growth Suite - $79 per agent/month, billed annually.
- Professional Suite - $99 per agent/month, billed annually.
The Suite Professional plan allows for more advanced collaboration, routing, and analytics.
5. ProProfessors.
ProProfs is a knowledge management system that helps you create online knowledge management, user manuals, documentation, FAQs, Wikis, and more. You can also create “how to” videos for a more engaging approach.
It's also a big project tool and Tasks that helps team members collaborate
ProProfs integrates with communication channels such as help desk systems, live chat software, analysis tools, etc.
Popular integrations include Google Analytics, Wufoo, Freshdesk, Salesforce, ProProfs Help Desk, ProProfs Live Chat, and more. Integrating with other tools helps you reduce customer tickets and maintain team collaboration.
It only takes five simple steps to create knowledge management with ProProfs:
- Define your goal and target audience.
- Use pre-designed templates and fill in the details. You can also create it from scratch.
- Personalize your template by adding your logo, changing colors, and more.
- Import documents, PDFs, and more from your system. You can also add images and videos for detailed tutorials.
- Finally, publish your documents or articles.
You can create either a private database for your employees or a public knowledge management that is accessible to all your customers. Standard features include information centralization, unlimited editing, content authorization, cross-device compatibility, and more.
Features
- Great ease of search - The software helps you create knowledge management and manuals that are user-friendly and very easy to search.
- Team collaboration - You can create groups and assign different roles to your members, namely administrator, viewer, editor, and contributor. Restrict access to information based on their roles.
- Analysis and reports - Get information about what your audience searches, what keyword searches are effective, what articles need to improve, and more.
Pricing
ProProfs offers three plans:
- Free: $0 for up to 20 pages
- Essentials: $20 per month (for up to 50 pages)
- Premium: $70 per month (for up to 100 pages)
You can also try one of the paid plans for free for 15 days. The Premium plan allows you to create an unlimited number of public or private databases and offers advanced features such as the API, white label, etc.
6. Helpjuice.
Helpjuice is a knowledge management builder that helps you organize your corporate wiki into a single centralized center. It allows you to collect, organize, access, and communicate information to a specific audience, including your staff and customers.
It offers dozens of custom themes and editing tools that allow you to personalize your content. Other features include unlimited content formatting, easy article creation, SEO optimization, article history restoration, and more.
Helpjuice also allows you to create separate privacy settings. You can create internal knowledge management for your team, as well as a public base for answering questions from your customers.
Features
- Google-like search - It offers a simple Google-like search option to access articles directly from knowledge management.
- Analysis - It tells you what your audience is looking for, what content you should include in your knowledge management, which articles need to be improved, etc. You also have real-time access to the performance of your articles.
- Multilingual support - You can change the language from the author panel to meet the needs of different audiences around the world.
- Live collaboration - Collaborate with your team in real time thanks to the comment function within the article. You can also see the improvement of your article in real time.
- Great ease of search - It allows you to search PDFs and even image content.
Pricing
Helpjuice offers four pricing plans:
- Starter: $120 per month (up to four users)
- Run-Up: $200 per month (up to 16 users)
- Premium Limited: $289 per month (up to 60 users)
- Unlimited Premium: $369 per month (unlimited users)
All plans come with a 14-day free trial, expert personalization support, and customer service.
7. Guru.
Guru is a knowledge management platform that helps you organize your business information and access it from anywhere. It acts like a corporate wiki that stores and provides all the necessary information at the click of a button.
In addition to managing knowledge management, it also creates a business intelligence network. Guru's unique “Capture” feature allows you to capture all relevant information from Google Docs, Slack threads, your business application, and more.
It also uses AI to suggest information to avoid manually looking for information. The system based on machine learning and AI also improves its functions over time according to your daily workflow.
The tool also comes with verification flow and browser extension features to ensure team members have access to the right information at the right time.
Features
- AI-based solutions - It allows you to edit old content, create new articles based on automated suggestions, etc. It also suggests the employee best suited to perform a specific task.
- Streamline internal communications - It keeps everyone up to date with news releases in real time, updates, etc.
- Collections and paintings - Organize information and content using different tables, categories, and collections.
- In-depth information - It provides in-depth information to monitor and improve your knowledge management.
Pricing
Guru is offered with three pricing plans:
- Starter: $5/user/month
- Builder: $10/user/month
- Expert: $20/user/month
All paid plans offer a 30-day free trial. Standard features include a browser extension, Slack app integration, verification, unified search, comment function, public maps, and more.
What is knowledge management software?
Knowledge management software is a tool used by organizations to create knowledge management to solve customer questions. These tools also help you organize documents, frequently asked questions, tutorials, and other information in compatible formats.
A knowledge management is a form of online library where users can find all of their answers. All you need to do is provide documentation, answers to questions, guides, etc. to integrate this automated system.
Users can then do a quick search and get answers to the questions they want. You can restrict their access to company staff, a group of customers, or the general public.
Here are some of the benefits of a knowledge management tool:
- It keeps critical information in one place for employees and customers.
- Automated onboarding of employees and customers.
- Provides customers with consistent services, thereby increasing customer satisfaction.
- The self-service approach takes less time than contacting the sales representative.
- You can create knowledge management in a variety of languages.
- It makes your business look professional and keeps the system up to date.
- Customers can provide constant feedback.
What features do you need in knowledge management software?
Here are some standard features that you should consider when choosing a knowledge management system:
1. Internal search engine.
Your customers want quick information, which is why your knowledge management should have a search engine that is easy to use. The target audience should be able to find answers to their questions quickly after entering the desired keywords.
It should also be as effective in providing accurate results, even if the user enters one or two misspelled words.
2. User friendly dashboard.
You need to choose a tool that is easy to use, both for your users and for yourself. A simple dashboard will allow you to easily manage and edit hundreds of articles or guides. This, in turn, will help you create engaging content for your users.
3. Feedback and analysis.
Choose software that allows you to gather customer feedback and determine key parameters, such as which item performs best. This information will help you to constantly update your information in order to provide better customer service.
The tool should also identify things like the number of views per document or article and search results. Additionally, it should allow integration with Google Analytics and others data visualization tools for more detailed reports.
4. Manageable categories.
All knowledge management platforms should offer tools that allow information to be properly organized and easy to navigate. You need to be able to divide your data into categories and folders to make it easily accessible to everyone.
Organizing everything will also help you keep track of and update articles regularly.
5. Backup system.
Choose knowledge management software that has backup options to ensure that your data never gets lost. It will also help you access past articles if needed and current information for future use.
6. Referencing capabilities.
Your knowledge management platform should be able to create knowledge bases and manuals adapted to SEO. Standard SEO features include mobile-optimized pages, high search engine rankings, optimized titles and meta tags, and more.
Other critical features include automation, content management, reporting and analysis functions, social media integration, and more.
Summary.
Customers typically look for self-service options and FAQs and prefer to find answers themselves rather than other means of customer support.
The self-help option is expected to grow in popularity in the coming years. According to Gartner, One billion service tickets could be created automatically by customer-owned bots by 2030.
well-structured knowledge management also reduces the number of support tickets and can help your visitors search for answers on their own.
Consider these platforms if you want to create knowledge bases and tutorials for a better user experience:
- Freshdesk : The best global knowledge management solution.
- HubSpot Knowledge Base : The best solution for large-scale businesses.
- LiveAgent : The best solution for creating knowledge management using pre-designed themes.
- Zendesk : The best solution for integrating ticketing and live chat with knowledge bases.
- ProProfs : The best for team collaboration and content authorization.
- Helpjuice : The best for collaboration and extensive theme customization.
- Guru : The best solution for the automatic integration of employees.
These knowledge management solutions are suitable for all types of businesses, including SaaS start-ups, large businesses, small businesses, and more.
