Knowledge management software is increasingly becoming a necessity owing to a market that is constantly evolving. For most businesses, the amount of data gathered keeps growing each year. While this data should enable you to enhance customer experiences, the reality is that most businesses are dealing with more data than they can handle. As a result, the potential related to that data remains untapped.
If you have knowledge management software by your side however, then you can make better use of this data. According to a Gartner survey, most businesses today compete on the basis of their customers' experiences.
However, keep in mind that not all knowledge management software products are the same. Here are nine knowledge management software that you need to have, in order to meet the needs of your organization.
1. Search Engine that Deep Indexes
Having a search that is capable of deep indexing all the words across various document types, including words that are spoken in video format, is critical. This is especially true if you want to develop a strong knowledge base. With knowledge management software that allows deep index search, you can quickly find what you're looking for.
2. Accessing Essential Content Quickly
Knowledge management software have their own ways of organizing information so you can easily find what you're looking for. Note the Promo Bar, which is a navigation box located on top of the homepage. Admins can use this to highlight assets that are frequently searched for. Promo Bars can also be used to boost engagement.
3. End User Segmentation
Your knowledge management software should allow you to opt for conversations that you feel are relevant. Those that aren't should be muted automatically. You can make use of customizable notifications to control what triggers an email notification. Should your knowledge management software be able to segment the users into groups or teams, then you can assume this customization option is available to you.
4. Sharing Content
Opt for a knowledge management software that allows cross-publishing, especially if you have content you would want to share among different teams or groups. With cross-publishing you will be able to share content across various segments.
Many knowledge management software allows users to customize their URL. You can also customize your homepage, as well as communications that are sent into and out of your business. This leads to a seamless experience when using various tools.
6. Categorizing Users
The best knowledge management software allows you to add custom fields alongside the profile of each user. As a result, admins can categorize content in any way they desire. Consider using advanced reporting exports together with the custom fields. This will allow you to develop reports that are specific to your needs. An example of this would be to categorize member engagement based on the department.
7. Application Reporting Interface
When choosing your enterprise knowledge management software, you want to ensure that the reporting capabilities are great. This is why the software you select should have an API that is robust. An API is essentially code that is responsible for controlling access points connected to the server. Basically, it helps applications communicate.
8. Integrating Email and Chat
It can be time-consuming to toggle between your email as well as your knowledge base. However, some knowledge management software allows you to provide comments or even leave answers by just responding to the chat or the email notification. So you won't need to switch between different tabs, and can enjoy a seamless experience.
9. Custom Reporting
You may find yourself needing to run reports that are broad or lengthy. These can require technical expertise that you don't have. For such situations, having knowledge management software that allows for custom reporting can be useful.
Choosing the Right Knowledge Management Software
The right knowledge management software can help ensure that you can centralize the expertise of your employees and get rid of information silos as well.
As a result your employees will be able to provide better customer experiences. At the same time, you'll also be able to improve customer self-service, in case you decide to focus your knowledge on the customers.