What is a knowledge management system?

A knowledge management system (KMS) is a tool used by companies to help organize documentation, frequently asked questions, and other information into easily accessible formats for both internal and external customers.

Using knowledge management software can help keep documentation up to date, assist customers in finding their own answers, and manage knowledge access and permissions across user groups. It’s a tool that’s valuable to both small businesses that are just starting out and global enterprises that need to distribute knowledge to a wide variety of audiences.

If you need more insights on knowledge management systems, you're in the right place. Here’s an overview of what you will be looking at:

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What is knowledge management?

Knowledge management is the process of identifying, gathering, storing, evaluating, and sharing all of the valuable information organizations create in their day-to-day operations. It involves capturing answers to frequently (and not so frequently) asked questions and documenting them in an easy-to-understand format across multiple file types, like step-by-step written articles, videos, or images. A KMS makes knowledge sharing a whole lot easier by having an answer ready and easily accessible to share.

But if you just store all of that knowledge in a chaotic word document, no one will be able to find it or update it. Knowledge management acts like the catalog system at the library, which helps you find exactly the right shelf and the right book to answer your question (and even keeps a record of when it was last checked out!).

In customer service, managing knowledge effectively means that accurate answers to common questions are easily accessible to both customer support agents and customers.

What are the types of knowledge to include in knowledge management?

There are three different types of knowledge to gather:

Explicit knowledge

This is the knowledge that needs to be documented and is usually easy to turn into an article. It is a description about, or a set of steps towards, achieving something. Examples include clothing measurements and fabric information or where to change your login information on a software application. Gather explicit knowledge through fact-finding with your subject matter experts.

Implicit knowledge

This is information customers need to infer from explicit knowledge. It requires customers to interpret existing pieces of explicit knowledge as described above, or general knowledge to create desired outcomes. For example, how to combine software features to achieve a business need or knowing a certain material is waterproof. Gather implicit knowledge by documenting your customers' use cases and then explain how to combine other knowledge to achieve them.

Tacit knowledge

This is knowledge coming from experience and typically requires a lot of context and practice to acquire. It could be something like knowing immediately what to do during an emergency or that a specific shoe brand doesn't give you enough arch support. Tacit knowledge is hard to gather because it is often specific and requires individual testing. Start by getting specialists or senior members of your team together to disseminate complex ideas and use that to build larger training content.

Bringing these all together: Explicit knowledge is knowing what apples, cinnamon, flour, and sugar are. Implicit knowledge is knowing they can be combined to make a pie. Tacit knowledge is knowing the exact combination of the ingredients that makes the most delicious pie.

Benefits of a knowledge management system

Whether you’re a SaaS company supporting business customers, a consumer product shipping out retail items, or a helpdesk manager dealing with internal customers, a knowledge management portal will help you effectively deliver information to the people who need it. Not only is a knowledge management system great for business, but it’s also great for your customers. Providing a thorough knowledge management system is key to helping customers help themselves and improving the overall customer experience.

1. Organizes and makes information accessible from a single source of truth

A Gartner study on the top priorities for customer service leaders in 2022 revealed that 74% of the leaders pointed to improving content and knowledge delivery to customers and employees as important in their support strategy. Organizing and presenting knowledge in easily-accessible formats from a centralized content repository breaks down information silos within organizations. With clear organization and effective search capabilities, visitors can locate exactly what they need and when they need it. 

2. Keeps information up to date

A knowledge management system helps you identify out-of-date articles and update them with new information. This provides a big advantage over a file folder of documents. Where folders can become unwieldy and messy, a KMS will keep your valuable information organized. Out-of-date information can mislead customers and lose your company business, so it’s important to get that taken care of quickly.

3. Makes self-service functionalities more effective and deflects support tickets

78% of US leaders are investing more in self-service, offering customers self-help portals and AI-powered chatbots to help themselves. Self-service, or customers helping themselves through documentation, is the most cost-effective way of supporting your customers. You may be extending self-service through an exhaustive knowledge base, chatbots, or community forums. Each of these self-help options works by retrieving relevant solution articles and FAQs from a centralized, updated knowledge management system, deflecting tickets away from our customer support team.

4. Allows agents to share and reuse knowledge and learnings

Do your customer support agents spend a lot of time writing out thorough and detailed support emails to customers? If you’re using a modern KMS, you can capture that knowledge by converting the support email into a knowledge base article. A knowledge management system democratizes valuable information and promotes knowledge sharing so that everyone in the company can access it.

5. Empowers customers to help themselves and improves customer satisfaction

About 39% of customers prefer self-service options rather than speaking to agents. A knowledge management software provides 24/7 support to customers, so they can find what they need quickly and don’t have to wait in a phone queue. With many of your customers being able to find their own answers effortlessly, you’ll see your customer satisfaction (CSAT) scores rise. Continually improving the way you deliver information to your customers via an online help center will reduce churn and improve customer loyalty. Grouping your FAQs on a branded, easy-to-read page can also help win business and prevent support issues from cropping up later.

6. Provides more detailed help to customers

There’s only so much you can communicate over email or the phone. Knowledge management systems allow you to pull together multiple types of media together to provide extremely thorough help. All customers have their own preferred way of learning, whether it’s through text, videos, or images. Providing all of these options in your help center will make sure none of your customers are left without help, no matter how they prefer to consume online material.

Who can use a knowledge management system?

Regardless of whether you’re a one-person support team or a team of 10 knowledge specialists, a knowledge management system can help you put your best foot forward when it comes to sharing information online.

Knowledge management system for small businesses

If you’re a smaller business, you might think that you don’t have enough knowledge to require a system to manage it. But small businesses benefit just as much from using a KMS. Providing a way for customers to help themselves is even more important because your team doesn’t always have a ton of extra time - and scaling as you grow is important.

  • It’s all hands on deck, so having an easy-to-use tool that encourages team members to document their work is important.
  • Finding opportunities to surface relevant information is critical to helping a small customer support team manage customer contacts.
  • As processes change regularly, keeping internal documentation up to date will help small businesses maintain order in the chaos of growth.
  • While analytics might be essential for revisions and improvement, it probably won’t be the priority of small business teams that are focused on getting things done. It will come into play as they grow.
Enterprise knowledge management systems

For enterprise companies, effective knowledge management has exponential returns as the number of customers that will receive help grows - but their knowledge base requires much more effort to maintain and scale.

  • Workflow management and permissions are more important as more people become involved in updating existing articles.
  • As the amount of knowledge grows, keeping it organized becomes more important. Enterprise teams will rely heavily on information architecture to organize content.
  • Global companies will require robust multilingual support to track translation completion and support customers in their native languages.
  • Internal documentation tools are essential for growing enterprise teams who have complex and large amounts of knowledge to share internally.
  • Analytics and reporting will be extremely crucial for enterprise teams who will likely want to integrate their KMS with Google Analytics for robust insights that will also be delivered to marketing and product teams.
Internal knowledge management systems

An internal KMS is only accessible to employees (or even a specific group of employees) and hosts private, internal information that customers shouldn’t have access to like policies, specific troubleshooting requirements, or HR material. Developing an internal knowledge base together can help scale your customer support team more effectively, and help onboard new agents as you grow.

  • As your company grows, there’s more information and processes required for the smooth running of the organization. If this information isn’t documented, it’s tough to keep everyone on the same page.
  • When you scale, instead of continuing to hire more and more support agents, a robust internal knowledge management system equips your existing team to provide speedy answers and work efficiently.
  • The internal knowledge management system captures organizational knowledge that is known to long-term employees, making it accessible to the wider team and helping in maintaining organizational continuity.
  • An internal KMS fosters collaboration amongst different teams and breaks departmental silos that exist within different teams in your company.
  • Creating onboarding guides in your internal knowledge management system will help transfer knowledge to new employees more effectively. New employees will have a go-to place to search for help before asking another team member.

Knowledge management system examples

A good knowledge management system is well-structured, tagged, and organized into folders with a proper hierarchy that users will find extremely easy to search through.

Asana: One excellent example of a knowledge management system is the project management tool - Asana. Asana’s external knowledge management system has a vast collection of resources neatly segregated as onboarding guides, developer guides, step-by-step instructions for Asana features and use cases, and answers from their community forum. 

Within the guides, product information is again sectioned into broad categories, further divided into individual topics. The topics have a clear table of contents on the top, which makes it easy for users to access the specific information they need.

knowledge management system examples knowledge management system examples

 

Shopify: Another example of a customer-centric knowledge management system is by e-commerce platform - Shopify. Their resources are sectioned according to the customer journey beginning from ‘getting started’ guides to selling, managing, and marketing Shopify stores. 

Other popular companies like Apple and Canva also have exemplary knowledge management systems that have information compiled in multiple file formats like text files, images, videos, and even gifs.

knowledge management system examples knowledge management system examples

How to implement a knowledge management system

Now that you know all about KMS, you can work on your knowledge management strategy to decide the right knowledge to share, whom the information is for, the best format to convey it, and the optimal way to organize the information.

Start capturing the information you want to document

Decide what information you want to record in your knowledge management system. It could be product information, onboarding guides, how-to tutorials, FAQs, or troubleshooting instructions for common issues. Find out common customer inquiries that are submitted at your support helpdesk and build your knowledge repository based on customer needs.

Arrange the information with your audience in mind

You need to start by thinking about who will be searching for the information and when. You can do this by analyzing your customer journey and figuring out the information that’s required at each state, and identifying the best way to efficiently convey that. For example, as you move down the customer journey, you’ll want to restrict some content like information on referral or loyalty programs to logged-in customers. Or, for an internal KMS, you can set your support agents up for success with deeper product details and pricing specifics.

Track and analyze feedback

In order to measure the success of your KMS, you need to tap into user feedback. Add feedback surveys at the end of each article and guide to understand if the information was useful or not. For example, Freshdesk articles offer an option for readers to vote Yes or No to “Did you find it helpful?” at the bottom of each article. If many customers report that an article is not helpful, it’s almost certainly time for an update. 

Modern knowledge management software have built-in analytics in them that tracks and projects the article feedback and article view count on intuitive dashboards. Integrating your online knowledge management system with Google Analytics gives deeper insights into how users navigate within your KMS and how relevant your content is.

Update your KMS regularly

Rarely is any knowledge static. You need to include a process that constantly revises your knowledge base as the product expands, as customers express confusion or dissatisfaction, or as your offerings change. Invite multiple stakeholders within your organization like the customer support team or the sales department to collaborate, contribute, and update the knowledge shared periodically.

Knowledge management system document analytics Knowledge management system document analytics

Track and analyze user feedback for KMS articles regularly

Essential features of knowledge management software

Hierarchical content curation

To own a well-structured KMS that’s easy for customers to navigate and find the help they need, your KMS tool should have a good hierarchy or taxonomy system to organize content. For example, if a visitor has a question about retrieving their account password, they’ll be able to find the answer easily if the information is stored under - Account settings->Manage account-> Change password.

Collaboration and content management

As different team members contribute to your knowledge base, you need a system in place to collaborate, edit, review, and approve the articles created in your KMS. Saving your articles as drafts, inviting team members to review the documentation, converting support ticket responses as articles, and viewing editorial history are all useful features that a good knowledge management system should support.

Permission and access controls

Though everyone on your team might be involved in contributing to your knowledge base, publish or update control can be managed by a few as part of your editorial process to avoid poorly worded articles or misinformation slipping into public view. Look for a knowledge management system that offers fine-tuned permission controls to allow members to draft articles but restricts publishing permission to certain group members.

Rich text editing and multimedia support

Knowledge management software should offer easy-to-use and helpful rich text editing, including the provision to add screenshots, videos, and text formatting - like bold and italics for emphasis. You should be able to import images, resize them, embed videos, or add code snippets to your articles within the KMS tool.

Search Engine Optimization (SEO) capabilities

Optimizing the content you publish for search engines makes the knowledge you share more discoverable for users and hence more valuable. Built-in SEO features like metadata editing, keyword tagging, and properly formatted headings make your knowledge management portal easy for search engines to crawl and let potential customers discover your products and capabilities as well.

Multilingual support

If you operate globally or in multiple regions, you’ll likely need to offer multiple languages in your help center. A knowledge management system should support multilingual articles and help in managing translation workflow. Provision to set up default languages as per customers’ geo-location will make sure that every visitor feels like you speak their language.

Reporting and analytics

Look for a knowledge management software that offers robust reporting on documentation, including the number of views and user feedback per article. Being able to report on how many people are visiting your knowledge base weekly or monthly and whether they are finding what they need will help you identify priorities for improvement.

Customization of KMS

Keeping the same branding across all of your online assets (like your website, product, and help center) helps build trust with your users. A good knowledge management software will let you incorporate your branding, logos, and color scheme to customize exactly what your customers see when they navigate to your support portal.

Integrations

If your company has different content repositories to store organizational knowledge, then look for a KMS tool with robust integrations to own a centralized knowledge management system. You can then sync content seamlessly from Dropbox, Confluence, or Google Drive for a comprehensive knowledge management system. 

Top 7 knowledge management software

1. Freshdesk

Freshdesk is a feature-rich, powerful knowledge management software that can be used to manage, curate, and share company knowledge for both employees and customers. You can host a vast content repository organized in categories, folders, and articles that your customers can use to find answers to their knowledge-related queries easily. 

By making the knowledge base articles private, you can also own an employee-facing, internal knowledge management system that can help in onboarding new agents and also be used by agents to find the right solutions to share with customers.

On Freshdesk, your knowledge base or help center can also be customized and branded with the company logo, themes, and colors for a seamless user experience. The domain URL of your online KMS can also be modified to align with the rest of your website.

Since the knowledge management system is built into a help desk, it becomes extremely easy to extend customer support using your knowledge base. Customer service reps can easily attach a solution article from the KMS into support tickets and can also convert ticket responses into knowledge base documents. You can also host a variety of self-service options like chatbots, community forums, FAQs, and web widgets from one centralized knowledge management system with a customized, branded look and feel.

Key features of the Freshdesk knowledge management system include,

- Flexible hierarchy: Based on the customer journey, your team can curate knowledge under six levels in Freshdesk with one main category and five levels of folders, adding articles and folders to any of the five levels.

- Multi-product Kbase: You can create individual knowledge management systems for multiple products with a single Freshdesk account, each having its own categories and folders.

- Access controls: Determine who in your team can create, edit, publish, review, and approve knowledge base articles and set permissions at folder levels.

- Powerful document editor: The Freshdesk knowledge base editor supports advanced, rich text formatting options and content formats, including adding tables, code snippets, images, and videos.

- Built-in SEO options: To make your content rank better on search engines, the Freshdesk knowledge base allows you to add meta information such as meta title and meta description for every document.

- Multilingual support: Host articles in multiple languages within a single content repository. Create your documents in the primary language and translate them quickly into your supported languages within the Freshdesk knowledge base editor.

- Article list view and quick view: Both list view and quick view help you see the different status of the articles, including drafts, reviewed, approved, published, and untranslated content, at one glance. You can apply filters to these views and work on the articles that need your immediate attention.

- Bulk actions on articles: Update author details or add tags for several articles in one go by applying the suitable filters.

- Article templates: Create templates for different categories of articles like user guides, FAQs, or tutorials for your team to reuse while documenting new knowledge.

- Team collaboration: Know who’s editing an article in real-time and share your drafts for approval and review right within the Freshdesk knowledge base software.

- Document versioning: Track changes made to a document throughout the article lifecycle with clear timestamps and switch back to previous versions with ease.

- Analytics and reporting: Collect user feedback on how helpful an article was and track critical Kbase metrics like article views, likes, dislikes, articles created, reviewed, etc., on intuitive dashboards and custom reports.

Freshdesk Knowledge Management System Freshdesk Knowledge Management System

Freshdesk has a forever-free plan with knowledge management capabilities for up to 10 users, and the paid plans begin at $15 USD per user/month.

 

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2. Document360

Document360 is a popular document management system that helps build online public and private knowledge bases to manage and share company knowledge.

Knowledge management software Knowledge management software

Key features include,

- Article version history

- Document tagging

- Content migration

Document360 has a 14-day free trial period, and the lowest paid plan is priced at $99 per project/month.

3. ClickUp

ClickUp is primarily a project management tool that helps teams be more productive by streamlining their tasks and projects. Their Docs feature serves as an effective knowledge management platform with multiple teams collaborating to create comprehensive company wikis.

Knowledge management tool Knowledge management tool

Key features include,

- Multiple text formatting options

- Real-time team collaboration

- Integration among docs, workflows, and tasks

ClickUp has a forever-free plan for an unlimited number of users but limited storage. The paid plans begin at $5 USD per user/month.

4. Guru

Guru is a content management system that organizations can use to streamline internal communication and make product information accessible to employees.

Top Knowledge management systems Top Knowledge management systems

Key features include,

- Simple editor

- Powerful integrations, including a deep Slack integration

- Browser extension

Guru has a free plan for up to 3 users, and the paid plan comes at $5 USD per user/month if you want to add more users.

5. Helpjuice

The Helpjuice knowledge management tool has a range of features to host a customized knowledge base to create and share content with customers and employees.

Knowledge management solution Knowledge management solution

Key features include,

- Customization

- Team collaboration

- Advanced KM analytics

There’s a 14-day free trial offered by Helpjuice, and their starter pack begins at $120 USD for up to 4 users a month.

6. Zoho Desk

Zoho desk has a knowledge management system that can be used by customer support teams and customers to power self-service.

Knowledge management tools Knowledge management tools

Key features include,

- SEO-friendly Kbase

- Auto-suggest of articles for tickets

- Security controls

Zoho desk provides the option to host help centers with limited features as part of its free plan, while its paid plans begin from $10 per agent/month.

7. ProProfs

The Proprofs knowledge management software can be used as a corporate wiki or a help center for customers with ready-to-use templates to help organizations build a knowledge management system.

KMS software KMS software

Key features include,

- Branding and KMS customization

- Security controls

- Multilingual support

- Integrations with ticketing tools and G-Suite

Proprofs has a 15-day free trial period, and the basic plan is available at $30 USD for three authors/month.

 

Choosing a knowledge management software

There are so many different knowledge management solutions and tools available today, but not all of them offer the same value. To help you understand your options, look at your current knowledge management system needs as well as what you might need in the future. The cost of switching later can be quite high in terms of time and money, so you want a solution that will grow with your team and customer base. 

Ease of use

How quickly can you get up and running with your new solution? Is it set up out of the box, or do you need to download and install software on your own server to get started?

Modern knowledge management solutions should be simple to use - just choose a theme, copy and paste in your existing articles and click publish. If you need to set up much more than that, you need to ask yourself if the extra hassle is really worth it.

Cost

The price tag is always a significant factor when it comes to choosing a new tool. Using the knowledge management app that is built into your help desk can help save those valuable dollars in your budget. If you’re pricing out an entirely new knowledge management software, make sure to evaluate the price point of each plan and the features offered in each plan. While you might be able to use the starter plan initially, the costs can grow exponentially if the features you need are locked in an advanced plan.

Scalability

Switching from one KMS to a new one is never a fun experience, so make sure you choose one that will expand with your team as you grow and add new support options. Also, consider if your team will be expanding into other languages in the future. You might require the ability to track translations and display multilingual articles to your new customers.

Type of support

The kind of support you offer will make a big difference in the features you need in a knowledge management software. If you offer multiple products, you might need a multi-brand help center that keeps everything separate for customers on the front end but integrated for agents in the backend. For a simple retail product that only receives questions about shipping and delivery, a full KMS might be overkill - instead, focus on providing helpful FAQ pages. If your product is highly technical and requires code samples in your knowledge base, you will want to ensure that the tool you choose embeds code nicely.

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/agent/month, billed monthly

start free trial

Everything in Pro, plus:

Self-Service

  • Approval workflow
  • Flexible knowledge base hierarchy

Ticketing

  • Agent shifts
  • Out of office scheduler

Admininstrator Capabilities

  • Sandbox for ticketing
  • Audit Logs
  • Skill Based assignment

Dashboard and Analytics

  • Custom object analytics

Freddy AI

  • Email bot
  • Solution suggester
  • Auto-triage / Ticket field suggester
  • Assist bot for Agents
  • Agent productivity - Summarisation, auto-completion, rephrase
  • Chatbots - Answer extraction from FAQs, variant generation
  • Thank you detector

Security and Privacy

  • JWT authentication
  • Allowed domains
  • IP Whitelisting/Allowed IPs
  • HIPAA
  • PCI compliance

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