Showing 1-20 of 184 products
SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses... Read more
Recent recommendations: 29 recommendations
SysAid is a cloud-based IT Service Management, service desk and help desk solution that helps users in businesses of all sizes across various industries resolve technology relates issues. Key features include help desk automation,... Read more
Recent recommendations: 23 recommendations
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read more
Recent recommendations: 14 recommendations
Giva is a cloud-based IT help desk that offers ticketing, knowledgebase, asset management, change management, dashboards, self-service portal, user satisfaction surveys, reporting and a mobile app at a very affordable price. Giva is... Read more
Recent recommendations: 13 recommendations
Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and forms... Read more
Recent recommendations: 11 recommendations
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and... Read more
Recent recommendations: 8 recommendations
The BOSS Solutions Suite is a fully integrated ITIL based Service Desk/Help Desk and IT Asset Management solution available on-premise or on the cloud. It incorporates an award winning user-friendly interface and a powerful Service... Read more
Recent recommendations: 4 recommendations
Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal and knowledge-base.... Read more
Recent recommendations: 3 recommendations
ChangeGear by SunView is a cloud-based enterprise-level IT help desk solution that helps businesses to track, manage and control IT services. ChangeGear complies to ITIL standards and offers components for managing incidents, problems,... Read more
Recent recommendations: 3 recommendations
Freshdesk is a help desk system and customer service solution that simplifies customer service for your team and helps them provide a great customer experience. By streamlining customer conversations from across channels, Freshdesk... Read more
Recent recommendations: 2 recommendations
Cherwell Service Management is a cloud-based IT service management solution that helps IT teams in organizations to implement, automate and upgrade service and support processes. Cherwell Service Management supports process customization... Read more
Recent recommendations: 2 recommendations
IncidentMonitor is an information technology service management (ITSM) solution to support IT, ITIL and other business processes. It can be deployed on-premise or hosted in the cloud. The service management framework offers ITIL process... Read more
Recent recommendations: 1 recommendations
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option. Applications... Read more
Document360 is a cloud-based help desk solution that enables users in businesses across various industries to create, collaborate and publish self-service knowledge bases for their products. Features include content management, guided... Read more
EasyVista is a help desk solution for large companies in industries including accounting, banking, agriculture, manufacturing, non-profit, food & beverage, healthcare, transportation and many more. The software is offered through a... Read more
Centralpoint by Oxcyon is a content management solution that can be installed on-premise or accessed on the cloud from any mobile device with an internet connection.The modular applications can be deployed in a configuration that suits... Read more
Capacity is a cloud-based help desk and knowledge base solution that utilizes AI-powered automation to enhance workflows and business processes for finance, insurance, manufacturing, software and education industries. Capacity's core... Read more
Obie is a cloud-based helpdesk solution that helps midsize to large businesses capture and manage knowledge and documentation from various interfaces on a centralized platform. It enables teams to collaborate all information in one... Read more
Insight is a cloud-based solution that leverages agentless discovery to identify and create an inventory of all IP-addressable devices on a network using a Proxy Adapter and Discovery (PAD). The PAD is a Windows Service that is deployed... Read more
Microsoft Dynamics 365 provides integrated solutions that allow businesses to track leads, automate field service, drive sales, and manage operations using enterprise-ready business apps from the cloud. The system’s business apps,... Read more
Knowledge management systems allow you to tame the waves of data flooding your business to streamline training, customer support and other vital operations. We've written this buyer's guide to help you narrow down the many options on the market and find one that fits your needs.
Here's what we'll cover:
Basically, this kind of software transforms the raw data accumulated by a company into useful information. It accomplishes this goal by collecting data in a central knowledge base, contextualizing it and making it easily searchable, so that users can find the information they need on their own.
These applications help a company to build and maintain a knowledge base, which is essentially a specialized database that can be searched and browsed by customers. This allows customers to find answers to their own questions before they contact support agents.
Modern knowledge bases are generally components of company websites, with either intranet or extranet access. Many software packages allow you to customize the design of your customer self-service portal so that it fits with your brand. Employees can write content to publish in the knowledge base. The articles can then be indexed in popular search engines for easy access.
Knowledge bases can also be created for internal use, to assist employees with functions such as document sharing, training and resolving support calls. Employee self-service features can interface with other kinds of customer relationship management (CRM) software in order to optimize the performance of support agents.
The day-to-day activities of even a small business can produce a bewildering array of data. If this data remains unorganized, it isn't worth much to the company. By using software to organize this data, companies can vastly reduce the time that employees spend searching for answers to questions about their jobs and dealing with customer inquiries.
Enterprises and certain markets—particularly IT, telecommunications and finance—practically demand the use of knowledge bases to survive in the information economy. Small to medium-sized businesses can use them to eliminate cluttered filing cabinets and to help ease the transition to a paperless office.
Knowledge bases also have the potential to streamline training processes for companies facing growing pains. And companies that are contending with a high-turnover rate may want to utilize one in order to keep awareness of best practices alive and to ease the responsibilities of trainers.
Knowledge management software offers a diverse array of features. The following table lists some of the most important ones to help you focus your search:
|Publishing options||Look for formatting options for content such as rich text, hyperlinks and images. Workflow customization options can streamline content generation, as does the ability to publish emails directly to knowledge bases by CC’ing them to a special address.|
|Decision trees||Many knowledge management systems can help you create "Q&"-style decision trees, which enable customers to troubleshoot their own issues.|
|Advanced search and browse options||Look for search filters, auto-suggest capability, natural language search and search engine indexing options. Intent-based search, which matches keywords to common reasons why users search the knowledge base (e.g., how to clear a paper jam in a printer), is another powerful feature included in many knowledge bases.|
|Feedback options||Your knowledge base should have built-in feedback options that allow users both to vote on the relevance and helpfulness of articles and to add comments when necessary.|
|RSS feeds||Many knowledge bases feature RSS feeds to keep users on top of new and useful articles.|
|Self-service portals||Self-service portals or help Web pages for customers and employees are a major part of the foundation for knowledge bases. Make sure that your portal can be customized to fit your brand and the design of the rest of your company's website.|
Almost all customer service-oriented businesses can benefit from organizing their data for employee and customer access. Benefits include:
- Helping customers help themselves. Collating information to create self-service portals for customers helps to ease the workload of support agents. This is the function of specialized complaint management software.
- Centralizing data for support agents. Support agents can also find data about common issues in a single location, which enables them to reduce the amount of time spent on a given ticket.
- Centralizing data for sales agents. Similarly, sales agents can find centralized information about tactics for converting leads, in order to reduce their time-per-sale.
- Streamlining training. New employees can find answers to questions they encounter as they learn the ropes in one convenient place.
- Archiving best practices. The know-how of experienced employees can be preserved so the company doesn't hemorrhage brain power when they leave.
- Easy document sharing. Providing employees with centralized, remote access to all vital documents reduces the barrage of internal communications that can snarl the daily workings of a company.
- Keeping management informed. Managers have access to key data at their fingertips, which empowers them to make more informed decisions.
There are two basic market trends that you need to understand to make an informed purchase: inclusion of knowledge management applications in integrated CRM suites and the Web-based deployment model.
Integrated suites vs. “best-of-breed” systems. Knowledge management tools are frequently bundled, along with other applications, as part of an integrated CRM software suite. If you choose an integrated suite, consider whether the other applications in the package meet your needs. If you choose a standalone or “best-of-breed” application instead, you will need to ensure that it integrates with your existing software, such as your customer service, help desk automation and call center automation solutions. Here are some frequently requested applications among buyers we recently surveyed who chose an integrated CRM suite:
Integrated-Suite Buyers' Top-Requested Applications
Web-based vs. on-premise systems. CRM software can be licensed to users in two different ways: Web-based (meaning, the software is hosted in the cloud and accessed online using an Internet browser) or on-premise (installed on your company’s own servers). The Web-based deployment model, or “Software-as-a-Service (SaaS),” is generally more popular for CRM software, and is priced according to a monthly subscription model. With an on-premise model, on the other hand, you get a perpetual license—meaning you pay the licensing fee once for ongoing use of the software.
Pricing scales up based on functionality. No matter which package type and deployment model you choose, if you want a richer feature set, you can generally expect to pay more for the software. You may have to pay for an enterprise-level subscription to create and maintain a fully featured knowledge base on a large scale: