Knowledge Management Software

Knowledge Management Software are typically IT systems used to store, share, and retrieve information pertaining to people, processes, practices, culture, and content items within an organisation. Their purpose is to assist employees in the identification and organisation of the company’s knowledge pool, building a ‘single source of truth’ that is easily accessible, discoverable, and customisable to different user groups. This pool of knowledge may consist of industry regulations, company policies, tutorials, user guides, professional experience, or various other forms of knowledge. Knowledge sharing software may be used by customer-facing staff members and other employees or customers who prefer self-service versus collecting, storing, and retrieving information. The user base could also include other employees, board members, prospects, knowledge managers, and content creators. Such software help enable professionals to answer queries by mining data repositories, forums, case studies, and tutorials in real-time, and potentially replacing ticketing systems with artificial intelligence (AI) capabilities, like natural language processing, machine learning, and intent inference. Knowledge management solutions can potentially benefit both external and internal stakeholders by reducing customer service costs, speeding up onboarding and training activities, promoting problem-solving, and capturing or sharing expertise through collaboration across teams. As they reduce the need to rediscover information with every query, they can help make companies more efficient. By making information more readily available to customers, they could also improve customer experiences, boost satisfaction levels, and help convert leads. Typical features of knowledge management tools are content and knowledge base management, self-service portals, and third-party integrations using API linkage. Knowledge management tools can be considered a subcategory of Content Management Systems. They can also complement Help Desk or Training Software.