Employees hold a collective knowledge of an organization’s products, business processes, and customers, among other things – this knowledge pool has the potential to become one of the company’s most invaluable assets. However, gaining the most from this knowledge requires that a company ensure that everyone who can benefit from the information has access to it.
Knowledge base software helps a business achieve this by enabling its staff to effectively create, manage, organize, access, and share the company’s knowledge. It also provides instant access to information that can help customers make purchase decisions and solve problems.
This article explores how implementing knowledge base software can drastically improve a company’s efforts in customer support and internal performance, irrespective of the company’s size or industry.
What Is Knowledge Base Sharing?
A knowledge base is a digital portal that can be accessed by any user on a self-serve basis when seeking information. It is an online platform that saves and stores a business’s information in an organized way. It keeps information such as employee records, market reports, product details, and customer data that customers and employees need daily.
There are two primary types of knowledge bases: internal and external org-wide knowledge sharing.
An internal knowledge base is a resource that allows employees to collaborate and share company information. In contrast, an external knowledge base is a resource customers can access for anything they wish to know about a business’s products and services, industry, and organization.
Knowledge Base Software Comparison
Knowledge base software can either be SaaS-based or open source. What will work better entirely depends on your business and its needs. If you wish to have complete control over the knowledge base software to allow you to customize the code, open-source will suit you best – this would come at a cost since you will need IT staff and developers to customize and support the code.
On the other hand, the SaaS knowledge base is simpler to deploy and maintain without having extra employees for support and development. The major downside to this knowledge base is that you cannot modify the code at the granular level.
Knowledge-Based System Examples
Some SaaS knowledge-based system examples to choose from include:
Some open-source knowledge-based system examples for 2022 include:
Benefits of External Base Software
While there are many things you can learn about how to scale up your business, an external knowledge base software has several significant benefits, including but not limited to:
Improves Customer satisfaction
Research has shown that most consumers prefer to use self-service portals for some tasks instead of having to contact a service team via email, phone, or social media platform.
An organized and user-friendly knowledge base will allow customers to search for the information they seek on their terms – this eliminates the waiting ‘for an available representative’ submitting endless help desk tickets and the like.
Improves Customer Support abilities
One of the perks of implementing knowledge base software is that it is available to customers around the clock. Customers can therefore solve their issues at the time that’s most convenient for them. By letting customers solve their more straightforward matters, the customer support team gets the bandwidth to work on and handle complex customer issues.
Improves Customer Experience
Customers dislike waiting for assistance from tech support, salespeople, or customer service. The world is becoming increasingly fast-paced, and many consumers want answers immediately. A knowledge base will improve the customer experience by giving immediate answers.
Benefits of Internal Base Software
There are multiple benefits of internal base software to a business, and the following are a highlight of a few:
Improves business productivity
The software provides a searchable record of all the company-related information, reducing the time employees spend searching for information. The organized setup improves the company’s performance by eliminating the struggle employees would go through to find what they need. Collaboration becomes easier since collaborating teams can save the information created for future teams and new employees.
Enables work from home
With the increase in work-from-home settings, it’s no stretch to assume that the trend will continue in the future. A knowledge base software is excellent for this integration since employees can quickly assess their work files and documents from home. Any information can also be shared with the employees at any time.
Makes Onboarding Easier
A knowledge base software eases the onboarding process for both the company and the new hire by providing a platform with a wealth of information on the business. A well-curated knowledge base will inform the recruit on the training procedure, the business’s mechanism of working, their duties, and the organization’s mission and culture.
Many businesses are choosing to use knowledge base software for a good reason. Org-wide knowledge sharing vastly improves an organization’s overall productivity in the long run. The software allows businesses to instantly provide an in-depth, on-demand answer to an audience without requiring an individual to run the process.
There are countless perks for both customers and employees, making it an essential business tool for any business.