Knowledge search tools

All of the paid plans provide a day free trial. Standard features include browser extension, Slack app integration, verification, unified search, commenting feature, public cards, and more. Knowledge base software is a tool used by organizations to build a knowledge base to resolve customer queries.

These tools also help you organize documents, commonly asked questions, tutorials, and other information into compatible formats. A knowledge base is a form of an online library where users can find all of their answers. All you need to provide are documentation, answer to questions, guides, and more to build into this automated system. The users can then do a quick search and access answers to their desired questions. You can restrict their access to company staff, a group of customers, or the general audience.

The target audience should be able to quickly find answers to their queries after entering their desired keywords. It should also be equally efficient to provide accurate results even if the user is entering one or two words with wrong spelling.

You must select a tool that is easy to use for both your users and yourself. A simple dashboard will enable you to manage and edit hundreds of articles or guidebooks easily. This, in turn, will help you to create engaging content for your users. Choose the software that allows you to seek customer feedback and determine essential metrics like which article is performing the best. This information will help you constantly update your information 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 provide integration with Google Analytics and other data visualization tools for more detailed reporting.

All knowledge base platforms must offer tools to organize the information correctly and make it easy to navigate. You should be able to divide your data into categories and folders, making it easily accessible to everyone.

Select a knowledge base software that comes with backup options to ensure your data never gets lost. This will also help you access past articles if required and the current information for any future purposes. Your knowledge base platform should be able to create SEO-friendly knowledge bases and manuals.

Standard SEO functions include mobile-optimized pages, high search engine ranking, optimized titles, meta tags, and more. Other essential features include automation, content management, reporting and analytics functionality, social media integration, etc.

This tab also helps you to organize your information and data. Here is how you can create help sites using ProProfs :. After filling in all of the details and signing up for your ProProfs account, you will get redirected to the main page. Finally, choose from a variety of customizable templates, or you can create your knowledge base from scratch.

The templates provided by ProProfs already have a structure, so you just need to replace the sections with your content. It allows you to manage your help sites, add or delete users, customize your content, add brand logos, and more. This section also provides the option to integrate your page with other tools like Google Analytics, Salesforce, etc.

You have to create a Microsoft Excel file if you want to include a bulk number of users. All of the users included in the sheet will get uploaded automatically.

Customers usually look for self-service options and FAQs and prefer to find answers themselves over other customer support mediums. The self-help option is likely to get more popular in the coming years. According to Gartner, a billion service tickets might get raised automatically by customer-owned bots by A well-structured knowledge base also reduces the number of support tickets and can help your visitors seek answers on their own.

Consider these platforms if you want to build knowledge bases and tutorials for a better user experience:. The cookie is used to store users' identifier which is a randomly generated number.

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Knowledge Management. Written by Cem Dilmegani. Five criteria to help you judge potential knowledge management tools include : Key utilites : Start by deciding if an existing enterprise content management ECM solution, such as Sharepoint, can serve your knowledge management needs. If not, the next question should be if the tools you are considering are made with your industry in mind in specific, or if they are a more general tool that can be customized. Some examples of features that fulfill this need include messaging, chat rooms, hosting and recording online meetings, and even administrative tasks such as scheduling meetings.

Personalization and accessibility : How will employees access certain knowledge and how will the interface where they do so appear? How much control will they have over these things? Total cost of ownership TCO : It is important to keep in mind not only the features necessary, but also how much it will cost to ensure that these features remain useful. Remember that this cost includes acquisition of any necessary software, implementation, training, maintenance, hosting and support.

Interoperability and integration: Knowledge management tools often work closely with other external applications as their source of data, such as CRM or ERP systems. These tools ensure that important knowledge management functions — easy authoring, publishing it in a useful way, making it findable by users across channels and touchpoints — happen reliably and consistently, so that your business benefits from it.

Customer service without knowledge is like flying blind, posing peril to both the customer experience and the agent experience. In multiple CX surveys, users have lamented the lack of knowledge as a hurdle to good customer support. The result? Repeat calls, escalating service costs, and customer defection.

So, Knowledge Management is critical for customer service and knowledge management tools play a critical role in delivering that customer service. The knowledge base is a repository of all information in the organization.

The first requirement of knowledge management is a centralized knowledge base that is accessible across channels and touchpoints. The knowledge base software or tool supports the creation, maintenance, and distribution of multilingual and multichannel knowledge base articles.

It provides users — customers, contact center agents, frontline staff, business stakeholders — easy access to answers through multiple search methods. The enterprise knowledge base ensures that your customers are getting, and the business is delivering, timely, consistent, accurate knowledge across channels and touchpoints. Content management and document management provides a way to create and store documents, HTML pages, and other types of content.

It includes things like version tracking and approval processes. It tags and classifies information, often grouping knowledge by domain. What content management systems do not do well is improve findability of answers. This issue affects both employee and customer experience and can be addressed by leveraging knowledge management solutions.