Also, unlike some of the other open source choices on this list that are more suited towards creating a customer-facing knowledge base, PHPKB is well suited for creating an internal knowledge base. The downfall here? Users can choose to do a self-hosted installation, make use of Documize's services for a cloud-based installation, or do a hybrid install that allows a user to host the database while Documize host's the application.
What do we love about phpMyFAQ? MediaWiki is used by thousands of companies and organizations and powers arguably the most well-known wiki in the world — Wikipedia. MediaWiki is a powerful, multilingual, free, and open-source knowledge base software that is extensible, customizable, and, you guessed it, totally free of charge. A totally free software platform written in Java, XWiki offers a powerful development platform that focuses on customizability and extensibility.
With features like WYSIWYG editing, OpenDocument-based import and export, advanced permissions management, and more, this platform offers a no-fuss, no-frills approach to knowledge management and access. Additionally, it has a responsive skin, advanced search features, a unique set of built-in applications, strong rights management, and open-sourcing so you can customize at will.
Another no-frills platform, TWiki allows users fully customizable options, extended functionality with Plugins, and an easy-to-use system that even those without programming skills can figure out. Often when considering the open source route, the argument for SaaS knowledge base software comes into play—and truthfully, it all comes down to preference, pain points, and the unique goals of a company.
This is arguably the most notable benefit of open source software—especially when compared to pricier SaaS choices.
Most open source setups allow you to host your software on your own server as opposed to SaaS options which are hosted by the software provider. Paid editions start at INR Zendesk knowledge management software offers an easy-to-use interface for everyone, from startups to enterprises.
It has an editor module with pre-built templates that can be used to create IT knowledge base, internal knowledge base, and FAQ tool for customers or support agents. With an omnichannel dashboard, this knowledge management software offers support for over 40 different languages. Zendesk Guide Pricing: This knowledge base management system offers a free trial and is a part of the Zendesk software suite. You can also go for Suite Growth and Suite Professional plans.
There are numerous knowledge management tools in the market. To choose the best one for your business, consider the following:. Choosing the best knowledge management software means understanding your current business team requirements as well as the future scalability options. This way, you do not have to worry about the flexibility and reliability of your knowledge base when your business grows. Create knowledge bases should not be time-consuming. With a good knowledge base management system, you should create any form of hierarchical structure you want.
It should be easy to locate sub-categories nested deep within categories. To streamline all activities, integration with existing systems like helpdesk and third-party applications is important. There is a single source of truth and thereby a consistent experience across all the tools. Users do not have to do repetitive administrative activities like adding permissions for different systems.
If you deploy the right knowledge management system for your small business, it can reduce customer support expenses significantly while improving customer satisfaction. This can prove to be a game-changer and drive your growth. A knowledge management system that helps manage the constant changes in data and processes of a small business as it grows.
It can provide critical information to agents and customers quickly. This can reduce ticketing and in-person support costs. With multilingual support, businesses can provide services globally in the future. Organizing a growing huge amount of data can be challenging for enterprises, but a knowledge management system helps store it in a single location.
Self-service options allow customers to resolve most issues themselves. Service agents are more confident in providing support due to quick data access. Common knowledge management system types include customer service knowledge bases, community forums, research libraries, knowledge management systems for enterprises, among others. With these elements, users can create or use the knowledge to manage their organization better.
The knowledge management should be such that the knowledge base stays relevant over time. The knowledge base must be scalable, accessible, secure, shareable, and stored in a central location.
It should also align with the business. The purpose of knowledge management is to organize documentation and be up to date with the organizational changes. Employees and customers can find the information they want on their own. It can improve employee productivity and help in training new employees during onboarding. This can decrease both external and internal support tickets. Zoho Desk. Parrot Knowledge Management. EisenVault DMS.
Spine HRMS. PeoplesHR Turbo. Vyapar Billing Software. Singularity complete. Singularity XDR. A knowledge base usually stores troubleshooting information, how-to articles, user manuals, and answers to frequently asked questions. So, instead of answering the same question over and over, you can save time and money by directing customers to a online knowledge base before having them submit or open a ticket or call support directly.
Do you know? A knowledge base can also keep customers updated with news, announcements, release information, and product updates. Support teams know the most about customer issues and the best way to solve them. It organizes frequently asked questions, product details, policies, and more, and empowers customers and agents with that information. PHPKB is a smart knowledge base software.
Optimized programming code allows users to achieve the best performance and build a knowledge base that can easily handle over 10, articles. PHPKB is a knowledge base software that has been designed to provide a complete knowledge management solution for your business.
The source code is fully commented and you can modify it according to your requirements as per the terms and conditions of the License Agreement. This way you can reduce your customer support time and utilize your staff's precious time in other productive activities of the company. There are endless applications of a knowledge base.
With answers available upfront via a knowledge base, your customers will solve problems themselves reducing the number of tickets you have to answer. Customer Service Support Department: The new system will provide Support agents with more detailed, accurate, and up-to-date product information. They will be informed of customers more quickly and they will have faster access to the knowledge articles. The new system should reduce the workload of Customer Service as customers are able to find the information, they need from the website in a self-help manner.
Product Manager: Knowledge Managers will be able to maintain the data about the content directly. This will eliminate delays in getting new products or changed product specifications into the system.
Marketing Department: Having a centralized repository of all the marketing material, manuals, latest offers, pre-sales questions in digital format using a knowledge-base for the marketing department will make them more productive.
Location: The system will be available to any potential customer using the Internet. Your employees may also use the system from any location and will be able to access private areas of the knowledge base through a password protection scheme. Reduce your staffing levels as a result, or take on more customers and clients with the same number of staff. This can be a knowledge base for developers or a simple knowledge sharing for an internal team.
It can also be used for commercial or personal endeavors. With a knowledge base in place, you can allow your team to get quick answers to their day-to-day queries without having the need for a subject matter expert to help. Open source software is also helpful for companies or teams that are looking for a readily available solution and let their developers or programmers customize the source code according to their business needs. You can integrate it to your HR management, quality monitoring, performance tracking, daily operations, customer support, etc.
People prefer open source knowledge base solutions over proprietary software for a variety of reasons, including the following:. Relying on using an API can prevent you from altering or using the code directly. This means you will gain full control over your software or program and secure all your data. The original authors of SaaS solutions or proprietary software are the only ones who can legally copy, inspect, and modify that software.
An open source knowledge base software, on the other hand, is really designed to encourage developers to modify and redistribute it as part of your own program or software. While you can potentially reap many benefits using open source knowledge base solutions, here are a few drawbacks to consider and think about:. While unlike SaaS and other proprietary tools have a subscription or recurring fees, any customization will require a bit of cost and resources.
You will be responsible for the installation and will have to pay for hosting. You will also cover all the other necessities that come with in-house development and maintaining it moving forward.
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