Guide to the Best Knowledge Base Software

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Best Knowledge Base Software Guide

Introduction

For companies, the kind of customer support service they provide determines their overall success rate. Knowledge base software is a vital component of the modern customer service team’s ability to deliver excellent support service and manage their operations better. To make the best use of it, you should know the fundamentals of a knowledge base. This article should give you all details you need to know, in a detailed breakdown.

This guide shall provide all the important points to help you think about choosing the best knowledge base software for your organization. We’ll start with the basics of knowledge bases: what they are, their benefits, essential features, and how to create an ideal knowledge base that serves your purpose well.

What is a Knowledge Base?

In the past, giant manuals of information were available with written information about different products and instructions. Currently, in the age of the internet, this function is carried out online, with a digital directory that users can access to search for information, which essentially is a knowledge base.

It covers the list of details about the company's products/services and related instructions. It contains different types of content that resolves questions or doubts about particular queries or gives additional information.

People can use the knowledge base as a guide to troubleshooting their misconceptions. Agents/Employees can search for information here easily because the software has a simple navigable structure that utilizes keyword-specific searches. In addition, some companies keep a knowledge base software as an information portal for the employees at their firm.

 

 

 

Importance of a Knowledge Base Software

The knowledge base software is useful for people to get the answers or guidance to queries they are searching for. Overall, there are several objectives of the knowledge management software.

Customers can expect a better user experience with a product or service after learning the information they need about it. Plus, consumers can use the self-service medium here to complete simple tasks and, workers can offer focused support to them. Similarly, employees can perform better tasks, contribute properly after understanding their operations.

Use PHPKB Software to create, organize, and share knowledge base articles and content easily with customer support agents, selected customers, or the public.

Statistics confirm there is a demand for a solid knowledge base among customers. Indeed, 91% of them admitted they are open to using it for information gathering if such a portal is available to them. Therefore, companies now are focusing on utilizing a knowledge base software to create a customized, user-friendly, and informative knowledge base for their company that would be useful to their customers, employees, and stakeholders to improve the company’s reach and growth potential.

The operation of the knowledge management software

In the simplest explanation, knowledge management software allows users to manage all institutional knowledge on one platform. Then, they organize the data in a searchable knowledge database; from where the users can access it whenever needed. Through this process, you can ensure that the right data is accessible to the right group of people.

The high-quality knowledge base software types have advanced technological integrations like machine learning and automation. These allow the software to mechanically deliver relevant guides, tips, and articles to users when they search for them from the database.

In general, this software keeps the database either public, private, or a hybrid of the two. This depends on the requirement of the company. Anyone can access the public databases while only logged-in users can open the private databases. The hybrid version includes a little of both; some of the information is available for free reading while you need to log in to read the rest.

Best Practices for Creating a Knowledge Base

To prepare a high-quality knowledge base, you need to consider some points. These include what your business field is, the type of content you wish to display, and your team size. In this context, the following points are important to follow while creating a knowledge base; follow them carefully.

Focus on the structure and layout first

In the beginning, you should prioritize the design layout and the architecture of the software. Here, focus on the format of the article first, like adding a home page-like layout to the content. For the best result, you can customize the structure to make it slighting different visually while still focusing on discoverability.

Adjust the most popular and informative articles to the front of the support-based page. Optimize the search functions and improve navigability. Try to prepare a design and add features that would ultimately improve user experience and make it easier for users to search for details.

Prepare a system for detecting vital knowledge base problems

The use of knowledge base software centers around one thing primarily- the issues that customers are facing or their doubts. To note, 90% of customers prefer getting a prompt reply to their query, so you should prepare this structure well. Add elements that make it easier for support agents to flag down any of the problems that need to be updated or a new answer.

The knowledge base integrates a simpler workflow for agents to look for existing articles for particular questions. This way, they can avoid reworking on the same thing multiple times. Periodically check the content in case it needs improvements from the past.

Knowledge base ownership

Having a professional that takes charge of the knowledge base is useful. They would operate as the connecting point for the company members, customers, and the software. Also, these specialists are responsible for checking the issues available directly, making changes whenever the information becomes outdated or irrelevant.

With a specialist acting in charge, the available content remains up-to-date and completes quickly. The problems are visible for knowledge base owners, and they can schedule, monitor, and assign content as per their needs.

Assign writers to the knowledge base

People should get accurate results for their queries, so make sure the content you are serving is precise. Therefore, you should depend on professional writers to develop the knowledge base content.

Hire your writer after considering the type of content you wish to keep in the knowledge base. Also, the present resources determine how much modification is necessary for the software. Companies often hire dedicated SEO and content writing experts to cover these tasks or assign the work to some members of the team.

Decide on your writing style

Prepare the guidelines of your writing style; how you would write the articles for the knowledge base during the development. In some ways, it is the same as authoring education blogs; you have to add a clear and catchy heading and mention to-the-point instructions. Furthermore, focus on these:

  • Do not add typos
  • Write down a descriptive title
  • Link useful resources
  • Include relevant FAQs in the chatbot or the autoresponder of your ticket
  • Focus on SEO and readability improvement

Overall, write down to-the-point scripts and put all information in proper and clear descriptions. Add helpful resources via links to the content for a fact check. You can incorporate video-styled content as well in the knowledge base. Some customers prefer visual stimuli, while others prefer text format. Combine both for better quality.

Prepare editorial processes and standards

In any content, certain factors are crucial- clarity, consistency, and conciseness. That is the case for knowledge base-centric content as well. For this, rely on a capable editorial process; follow the right practices to meet the appropriate standards and requirements.

  • Explain the complex terms and technical jargon. You can direct the readers to a useful glossary for the fundamental concepts or terms defined in layman terms.
  • Prepare a template with specific sections where authors can add information without affecting the layout.
  • Appoint SMEs to evaluate the article(s) for content clarity and accuracy.
  • Hyperlink your content to related articles or resources.

Essential Features of a Knowledge Management Software

The features present in knowledge management software determine the quality of the service it can provide. So, while creating your personalized solution, make sure to increase essential features, both standard-level and unique versions. Here are some of the most crucial ones.

1. ML (Machine Learning) and AI (Artificial Intelligence) Integration

Developers often integrate ML and AI technologies into the knowledge base software to make it smarter. The software can respond to queries and tickets promptly due to AI integration. In addition, these solutions improve the maintenance process of the knowledge base since it can update automatically.

Contributors can fill up any knowledge gaps, include new details in articles, or check for the accuracy of the content easily with these modern tools.

2. Categories

Create a structured list of the articles that the users want to access, dividing them into specific categories. It simplifies the process of searching relevant content or issues if users do not have the specific issue or keyword in mind.

3. Search Engine

Several people avoid using the categories if they have an idea of the main information they want. For this, they use the search bar where one can type in the keyword or phrase and get related articles. Even knowledge management software should have a suggestion feature in the search engine. An intuitive search that suggests possible answers as users begin typing has a higher chance of increasing user experience.

4. Content Management

For best results, this is an important aspect the knowledge management software should have. With CMS platform support, administrators, editors, and writers can form, schedule, edit, check, and publish their content into the software. An intuitive content management system would make the process of content creation and updates easier for users.

5. Analytics and Feedback

An efficient knowledge management software should have content analytics and feedback features The knowledge management system is useful for the company employees to learn the needs of their customers through the analyzed reports. Either make sure your software has these features built-in or work with a third-party integration that delivers these benefits.

6. Self-Service Portal

For some tasks, users do not need to depend on customer support agents, like changing the password. Here, the self-service portal of the modern knowledge base software allows users to handle these small-scale questions on their own. Subsequently, it relieves the agents from fielding such issues and leaves them open to handle more complex problems that require expert help.

7. Back-end dashboard

The knowledge base software should have a simple back-end dashboard. That would improve the ability of contributors to develop images, text, and media content better before publishing the articles. Those without technical skills can still use the software well.

8. Mobile optimization

Statistically, 53.62% of web-based traffic comes via mobile devices. It is important to optimize the knowledge base software for mobile device usage as a lot of customers operate this more often.

Advantages of Knowledge Base Software

Knowledge base software improves accessibility to a lot of institutional data for users. Having your institutional knowledge in a single centralized database accessible from anywhere on the web is a major competitive advantage. Overall, there are multiple benefits of a well-designed and well-organized knowledge base software.

Make a Self Service Portal

Before knowledge base software, customers had to reach out to live support agents of a company to get information that they needed. Not only did this make things complex for the customers but also the staff. With a centralized knowledge base, you can keep all data in a single, organized storehouse; from where users can access the data whenever they need it directly.

Improves the Work Quality of Support Agents

The support agents in the company and employees across different teams can easily find relevant resources through the systematized knowledge base. Many of the solutions come with automated chatbot integration, which helps answer the questions of customers automatically.

Therefore, agents do not have to handle repetitive tasks for customers; the software handles that. They can instead focus on more aggressive and complex activities and query solutions that require their full expertise and skills.

Better Customer Experience

For a lot of customers, self-service ensures a better user experience. A knowledge base software prioritizes this type of service, like allowing customers to search and handle small issues and get necessary instructions quickly without the need to get in touch with an actual support agent. This is a huge time saver for both customers (end users) and support agents. It is one of the many ways in which the knowledge base software benefits users.

Always Accessible Data

A knowledge base software automates the customer service operation and is available 24x7. Users, customers, and employees can use this system at any time. So, even on holidays or day-offs, the required information is always available.

Types of Knowledge Base Software

In terms of knowledge base software, there are specific types of this system available. Currently, the knowledge base systems that companies use include more than one solution working in total.

1. Knowledge Base

This version includes a directory of various details, like in the form of FAQs, policies, product descriptions, guides, and documents. All are available through one centralized database. After AI integration, the software can optimize the search experience for users who get relevant articles automatically and relevant to their preferences. The AI-powered bots handle customer requests while the knowledge base does the rest of the work.

2. AI-powered bots

The support team in companies can make their content accessible to users in a context-centric manner through AI-powered bots. Developers often integrate AI-powered chatbots to specific website pages, like the payment page, where users can get information on pricing policies. These pull only the most relatable information and resources for customers automatically based on their search query.

3. Community Forum

This type of knowledge base allows consumers a platform to interact with each other and exchange information. They can create threads discussing one topic with the moderators and other users give their responses. For companies, this works as a useful base to acquire insight about customer interest, demands, and feedback.

Frequently Asked Questions (FAQs)

Which users can benefit from the knowledge management software?

Companies and individuals that deliver services and products to customers need knowledge base software to provide them with relevant information they would need. For example, software development companies can add information for troubleshooting problems in their knowledge management software.

What types of software integration should you do in your knowledge base?

Users should handle software integration with your ticketing system, knowledge base, and CRM. You can incorporate the live chat feature with a knowledge base so customers can access these details through the chat easily. Other notable software solutions you should integrate are messaging and analytics.

Which types of content can you upload in a knowledge base?

Content creators can upload text files, images, audio, and video format into the knowledge base. To note, some of the vendors can limit the type and size of files here.

What are the key elements you should keep in your knowledge base?

A few of the key elements you should keep in the knowledge base are a text-based search bar and an organized information system. Here, add features in your knowledge base that suit the type of company you own and the support you provide. 

What are the steps to keep the knowledge base up to date?

Here are the main things you should do to update your knowledge base consistently:

  • Assign the responsibility of the knowledge base to a specialized professional
  • Develop a system of identifying common knowledge base problems
  • Identify your subject matter experts (or hire content writers) for knowledge base content creation/updates.
Guide to the Best Knowledge Base Software