What to look for in free knowledge management software
Why you need knowledge management software
Knowledge management software catalogs and disseminates institutional knowledge. It's like a customized, digitized library that your employees and customers can search for company info whenever and wherever they want.
With innovations in artificial intelligence, some of today's top knowledge management solutions, including Zendesk's Answer Bot, use AI algorithms to make information gathering more intelligent and intuitive.
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When selecting a free knowledge management solution for your company, look for open-source software that does the following:
- Aggregates content from both internal and external sources
- Allows you to organize that knowledge base by subject or key terms
- Makes it quick and easy for the user to search for and find the correct document
- Tracks where the information came from (like which employee expert contributed it)
- Includes a dashboard or other easy way to access the information
The right fit
- OpenKM -- OpenKM allows you to create a searchable and collaborative electronic document library. Staff can learn from each other by collaborating on creating and editing documents, and information can be sourced anywhere online. The knowledge base, forum, and wiki are all mobile-optimized; the program links with Google Drive, MS Word, and other third-party apps; and other key features include task management and an integrated calendar. The OpenKM site has tons of screenshots of different elements of the program, and if you're willing to put in some time figuring out how to use a relatively technical program, you'll get a lot from the free version.
- LogicalDoc -- Another document management system (DMS) like OpenKM, LogicalDoc gets solid reviews on Sourceforge for its versatility, speed, and ease of use. The open-source version is called LogicalDoc Community Edition, and it includes full-text search across documents, document editing and history, and integration with Joomla, Dropbox, and others.
- Zendesk -- The free version of Zendesk's KM solution, called Zendesk Guide Lite, is also, ahem, pretty darn good. The revamped Guide (formerly Help Desk) uses AI and predictive analytics for a more intuitive and efficient experience, according to PC Mag. Upgrades include the Knowledge Capture app which allows agents to publish articles in the knowledge base with just a few simple steps. Easy user access to the Answer Bot reduces friction.
Building an online knowledge base will increase your customer service agents' productivity and improve your customer support. Free options will allow staff to create and manage your library of documents, and if you want an easier, prettier KM; more capacity for multilingual collaboration; and more customer self-help capabilities like community forums, you can consider upgrading to paid versions of the above programs.Soyez proactif aujourd’hui
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Creating a free knowledge management software is just like building a help center for your customers. Kill two birds with one stone and learn how to do both.