Top 10 Knowledge Management Tools For Your Customer Support Team

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The best way to pick a sound knowledge management system is to check how well you can customize, shape, and implement it in your organization. The software should be simple and easy to use, configure, and access. The main benefits of knowledge management are that such systems allow employees to share best practices, training materials, and general questions with other teams, so they do not have to figure it out independently.

A great Knowledge management system allows you to create an online library for your clients, providing them with instructions and articles to solve their problems on their own. Modern knowledge management systems provide unique features such as accepting article suggestions, creating articles using a rich text editor, and even using personalized themes.

Image: Canva Knowledge management system

Help Center provides the tools to serve both content creators and customer service representatives, help break down knowledge panels and create a platform where everyone can easily share information. It also maintains a dashboard that shows what information customers expect and how to improve it. 

Benefits of Knowledge Base

A next-gen Knowledge management software also offers to create, customize and update content, making it a knowledge base that customers and employees both can use. These self-service options improve the customer experience as users can quickly find solutions without going to support. Employees know where to find critical resources. Customers can use self-service solutions to overcome common queries.

Knowledge management software structures and displays information for employees and customers to instantly access and share the data. To this end, it collects data in a central knowledge base and makes it easy to search so that users can find the information they need. In this way, employees can easily find information, understand the process, and work as a team more efficiently. 

Let’s take a look at some of the best knowledge management software in 2021:

 #1. Knowmax

Knowmax is an AI-powered knowledge management platform that helps businesses improve customer experience by providing timely access to the right information.

The cloud-based knowledge platform allows you to build interactive decision trees, articles, FAQs, and visual instructions for smooth customer service. Knowmax has a no-code, DIY cognitive decision tree that can help reduce AHT by up to 15% and an intuitive search with keywords and meta tags for better findability of information.

Visual guides to step-by-step troubleshooting enhance CX by providing pictorial support. The chrome widget from Knowmax minimizes the number of screen toggles, resulting in faster resolution and content migration is a breeze with the AI engine. Knowmax is a cost-effective, easy-to-use cloud-based knowledge management platform that enhances CX and helps you elevate your C-SAT scores.

#2. ProProfs

The ProProfs Knowledge Base is a simple yet powerful tool to help you provide instant support to customers and employees. Some of the impressive features of this free knowledge base include record management, information management, content management, and more.

ProProfs helps customers find answers to their questions before contacting support agents. Users can communicate with the organization’s knowledge providers to find detailed information about an issue or answer it.

#3. Zendesk

Zendesk’s knowledge management system is called Zendesk Guide, which integrates well with other customer support tools like the pipeline manager or chat functionality, as you would expect. Zendesk also functions as a content management system where you can structure information in a database and easily manage it the way you want.

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It also provides an AI-powered bot that answers common questions by directing customers to relevant articles in your database. Employee self-service capabilities can interact with other customer relationship management (CRM) software to optimize support agents.

By using software to organize this data, companies can dramatically reduce employees’ time finding answers to questions about their work and processing customer queries. Plus, you can easily increase customer engagement with help desk software to build a knowledge base, manage conversations and provide customer support with answers to your specific frequently asked questions.

#4. Confluence

The Confluence Knowledge Management Software includes templates for all sorts of needs, from project plans to concurrency analysis and how-to articles. The business plan offers detailed content groupings, analytics, and white papers for $ 12 per user per month.

Furthermore, most of these tools include a knowledge base that allows both employees and customers to create content, which is why they are commonly referred to as customer self-service options.

#5. ServiceNow Knowledge Management

This solution enables enterprises to keep a department-by-department knowledge base. It allows you to customize workflows by the department. Customers, employees, and agents will all benefit from it. While resolving difficulties, agents can build a knowledge base. Desktops and mobile devices can both access the system. It will aid productivity by determining challenges and documenting solutions.

Agents may search and produce information, and the system can be integrated with service portals, which are among the main features of ServiceNow Knowledge management systems. You can adjust the search by importing the word document. It also enables the creation of several versions of the articles. It includes both contextual and expanded search features.

The system has a lot of useful features and functions. It’s simple to use. English, German, Spanish, Japanese, French, Italian, Dutch, and Portuguese are among the languages supported.

#6. Zoho desk

The Context-aware support desk is what it’s called. You can use this to keep track of all customer support operations. Small and mid-sized businesses will benefit from Zoho Desk. Advanced tools for connecting with agents via VoIP and social media are included.

Customizable Help Center by Zoho

 

It also has data analysis tools to learn more about customer interactions and service level agreements (SLAs). You may collaborate with companies using Zoho Desk. There is also a ticketing system. It’s a system that runs on the cloud. It’s simple to keep track of your tickets. The system as a whole is also simple to utilize.

#7. Clickup

ClickUp is a project, process, task, and time management tool in one. It is a feature-rich platform with several possibilities such as collaboration and reporting and Docs and Wikis. Knowledge bases, documents, and wikis can all be created.

Teams can leave real-time comments and collaborate. ClickUp allows you to add comments and assignments directly from the documents themselves. Custom permissions for viewing, commenting, and editing the document can be set. It includes multi-player editing capabilities for effective collaboration.

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All of your documents will be kept in one location with ClickUp Docs. It will allow you to import data from other programs.

#8. Live Agent

LiveAgent is a great knowledge base software that allows you to develop many spectacular knowledge bases as part of your self-service solution. You may create and fully customize articles, forums, comment and suggestion boxes, and FAQs with the program.

Live Agent Demo

The program is appropriate for teams of all sizes and in a variety of industries. You can construct several internal and external knowledge bases with articles, forums, and FAQs using LiveAgent. It has robust ticketing software, native live chat, an integrated call center, and comprehensive automation and reporting capabilities.

The program is very customizable and readily scales and adjusts to your company’s demands. The software is available in over 40 different languages. The cost-to-value ratio is excellent.

#10. Document 360

Document360 is a knowledge base software that assists you in developing a self-service knowledge base for your clients and internal users. It includes a sophisticated AI-powered real-time search feature.

This allows your clients to use AI-powered search to find immediate solutions to their concerns. It also includes powerful features such as an uncompromised authoring experience, a rich theme, built-in analytics, and enterprise-grade restore, backup, and versioning capabilities.

For speedy and systematic writing, it has a best-in-class Markdown editor. You can grant varying levels of access to your Readers. The knowledge base is simple to use and has a lot of features. It allows you to set roles and access levels.

#11. Inkling

Inkling is a system designed for front-line workers. Restaurants, retail, and enterprise L&D are all covered by the system. It will give you a single platform for creating, storing, and disseminating knowledge.

It also includes a mobile-friendly collaboration tool that will assist you in creating training to improve performance. Every user has a personalized library where he can search for and find information. Only the English language is supported.

Conclusion

Knowledge base software helps customers find the relevant answers themselves and allows agents to focus on more complex queries and problems. The main advantage of knowledge bases is their ease of use and reliable search features for obtaining information anywhere and anytime, and the easy exchange of important information with staff and consumers.

Choosing the right knowledge management system for your organization should involve looking at various must-have features in the KM platform correctly suited for your organizational need.

We have carefully researched and compiled the must-have features of an enterprise-grade scalable and relevant knowledge base for you. Click here to download the checklist for free!

 

Sowmya J
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