What is Knowledge Management Software?

Introduction

Big data is ubiquitous in today’s digital age. Cloud usage has made unlimited data storage possible and affordable. Numerous business platforms allow enterprises to acquire this data – from internal business files and industry knowledge to customer information.

However, this mass of data and knowledge needs to be organized so that users can easily search and find the information they need. This can be done with the help of knowledge management (KM) software. The solution allows you to identify, create, distribute and organize your firm’s knowledge repository. It gives your organization a unified, single information pool that can be easily accessed, discovered and updated. In this way, the product helps to make enterprises leaner and more efficient and profitable.

Features of Knowledge Management Software

Following are some of the essential functionalities of knowledge management software:

Search

Leading KM systems come with natural language search function that allows users to ask questions using their own words and swiftly find answers. The technology can comprehend the context of a user’s query and consistently presents relevant and accurate results from an array of knowledge pools.

Manage

You can easily manage information as the software allows you to access the data you need by navigating dynamic file repositories or by adopting a logical taxonomy structure. The KM platform permits knowledge managers to effortlessly manage content by using a content editor. It offers features like review and workflow tools, automatic re-validation dates and complete audit trails into file versions and interactions to considerably reduce the admin overhead and time needed for comprehensive quality control of your company’s knowledge estate.

Capture

KM software allows admins to effortlessly capture ‘on-the-fly’ knowledge, customer experience and user feedback to keep enterprise knowledge current and relevant. This enables your employers to provide consistently up-to-date and accurate information to your customers. Top programs offers a content creation feature as well as customizable style sheets and templates to help users easily create content in particular formats. They can then share the content in their chosen channels while meeting the standards of their company culture and brand.

You can use the software’s knowledge base function to simultaneously and automatically capture knowledge in all formats from an array of different databases across your firm’s knowledge pool so you can effectively share your company’s valuable knowledge.

Share

The KM platform’s notifications portal allows you to automatically push required readings and notifications to your audience. This assists to raise consumer awareness and minimize training times as all the latest updates are available in a single portal. The complete audit trails on recipients’ read status gives you full details about which customers are perusing your content. You can use this information to replace existing communication solutions and ensure comprehensive quality control of user behavior and content processes.

Further, you can integrate the KM product with email systems like Microsoft Outlook to provide the newest knowledge base updates to users.

Report

Get complete insight into important data in the KM software such as user behavior, questions asked, document statistics, document significance and knowledge gaps. You can gain full comprehension of your knowledge base features and its content so you can easily decrease admin overheads. In addition, you can manage your content efficiently by spotting and improving your weak areas. Report dashboards give you a high-level outline of your knowledge base stats and you can also easily generate custom reports as needed.

Benefits of Knowledge Management Software

Boost Customer Service

With KM software, you can enable your customers to effortlessly find the information they need in the knowledge base without needing to contact a support agent. For efficient customer service, you need to go beyond live chat and trouble tickets. The KM platform allows you to develop a self-help knowledge base. You can aim to constantly grow this knowledge base with updated information so your consumers can easily help themselves.

Improve Risk Management and Compliance

By automating knowledge management, you can meet compliance standards and ensure your database’s integrity. Plus, you can minimize the risk of employee turnover by using the KM solution to collect and retain vital knowledge, even if subject-matter experts quit your company.

Enhance the Efficiency of Your IT Processes

You can leverage ITIL (IT Infrastructure Library) best-practice management to boost your IT process efficiency. For instance, you can assist new recruits to learn the ropes more quickly, restrict duplicate research, identify the information that needs to be researched and included in the knowledge pool, determine the content that has become obsolete, accurately and swiftly provide answers and more.

Reduce Costs, Improve Quality

With KM software, you can decrease IT expenses while providing high-quality customer service. The system helps IT staff to stay updated on changing, diverse technologies. Further, you can minimize long resolution cycles and calls, and eliminate outdated or inconsistent resolutions.

Save Money and Time

Finally, by enabling your customers to easily find answers to their queries in the knowledge base, you help your support team save money and time as there will be less number of requests and queries.