This is why it is very important how you make this knowledge available to them.Ī knowledge base will help you contain and manage the information within your organization, support your customer service team, and delight your customers with knowledge bases available when they need them. So if they run into an issue with your product, or simply if your product requires more than one-click implementation, they will reach out to you and expect to find answers immediately.įor most matters, customers prefer to find answers immediately themselves, rather than call or email. Nowadays, and especially for SaaS companies, customers expect instant results. This makes new hires feel more at home quicker, but also helps with joining projects mid-work, etc.Īn external knowledge base is a customer-facing knowledge management system. Product documentation, but also all kinds of procedures, could and should be kept in an internal knowledge base. Internal knowledge management systems, or private knowledge bases, are designed to hold and manage the information that the people inside of your company may need. Different types of knowledge management software Internal knowledge bases What is knowledge management software?Īs the name implies, knowledge management systems, or knowledge base systems, are tools designed to collect, maintain, and make available the information needed to either run an organization smoothly or to let customers help themselves. If there is a nugget of information about your product or process within your company, it needs to be recorded and available within a knowledge base system. There is nothing to be gained by making tracking down pieces of information hard. This is why it is important for companies to have knowledge management solutions in place so that everyone can get the information they need regardless of when they joined the company or became a customer. But it is only as powerful as it is shared or withheld. Copy link to clipboard Link copied to clipboard
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