How To Choose The Best Knowledge Base Software

There are many options available if you search the market for knowledge base software. Honest to goodness, some of the options are a little perplexing and require clarification.

This knowledge base software guide will take you on a tour of the available KB software options so you can choose the best one for your business.

What is software for a knowledge base?

A library of content, often in the form of articles, is created, organized, and managed by organizations with the aid of knowledge base software. KB software is a common tool for storing and finding information and is typically SaaS-based in the classification of knowledge management solutions. A lot of times knowledge base software is used and coupled together with customer service software to help customer support representatives share help articles with customers. 

What to look for in software for knowledge bases

Here are a few essential knowledge base aspects you should focus on while evaluating candidates:

1. Simple, Intuitive Interface

Make sure your knowledge base’s user interface (UI) is fairly easy to acquire and comprehend for all users, including staff and clients. Findability is at the heart of what knowledge bases promise, so you can’t afford to give users a difficult time.

2. Tutorials

Look for providers offering video tutorials and how-to articles, especially for internal knowledge base solutions; these tools can aid users in navigating the KB on their own.

Walk-through manuals can also make it easier for new users to get started and get trained. Additionally, reading articles and watching videos in search of specific answers would be time-consuming and frustrating without a strong FAQ section.

3. Access to Search Tools

A knowledge base must include tools that provide an excellent search experience; if users can’t quickly and easily locate what they’re looking for, it’s time to consider other KB solutions. Furthermore, a strong knowledge base should optimize browsing behavior and provide excellent search results (via the search bar).

Because users occasionally choose to browse to find items if they are unsure of what to search for, how a knowledge base handles categories, tagging, and taxonomies makes all the difference.

4. Choices for Customization

Every firm has different requirements and preferences, which apply to everything from brand guidelines to the layout of the information system. Therefore, cake sure you choose a knowledge base that can incorporate your company’s colors, logo, and images for branding purposes.

5. Analytics

Data-driven analysis offers an insightful understanding into the knowledge people need. Therefore, make sure you take into account this aspect. Many knowledge bases don’t provide much insight into data points, like how material is being used.

6. Integrations

Integrations with internal tools are crucial if you want to promote a culture of knowledge sharing. In addition, the top knowledge bases will enable you to carry out fundamental duties like file sharing and internal collaboration.

7. Back-Ups

Your KB contains all of your company’s arduously acquired knowledge. Therefore, any knowledge base ought to have a reliable backup strategy. Never should anyone have to worry about losing important information.

8. Scalability

As the body of knowledge within your organization grows, expect your KB to increase. As the database grows, it will require more space for information of all kinds and the capacity to have a sound informational structure. Nevertheless, depending on their intended usage, different KB kinds may emphasize different elements while you browse them.

How to Choose a Knowledge Base Software

Make sure you have a long-term knowledge strategy and have decided a knowledge base is the best option, regardless of the kind of KB you choose.

Simple knowledge base software is an improvement over knowledge storage platforms like Drive and SharePoint for startups. However, the KM platform is the longer-term preferable option for internal and external knowledge management for public-facing knowledge that needs vetting and content control.

It could be time to upgrade to a knowledge management platform if you require more features than a knowledge base can provide. This will make it simple to link knowledge with ticketing systems, contact center platforms, and other settings.