Knowledge management is how you keep essential information about how the company is run in-house. For many remote teams, it’s also how employees access critical training and process documentation that helps them do their jobs—without bugging their teammates. It’s much easier and more efficient to reference a detailed document of instructions and follow up with specific questions than it is to schedule a full training session.
Knowledge management tools, combined with a system of organization that’s easy to understand and search, keep companies organized and moving smoothly. A side-benefit of knowledge management tools is that they reduce the inevitable brain drain caused by workforce reductions and turnover. Documenting what tools and processes you have, how they’re used, and why you use them over alternatives can save future teams lots of headaches.
Here are the best knowledge management tools for remote teams. These tools are multi-functional, so not all focus specifically on remotely managing teams. But that’s the beauty of it, right?
If you want more options or are just starting your research, use our Product Selection Tool. We’ll send you a list of five products that meet your specific requirements.
From Microsoft, Sharepoint is a web-based collaboration tool that serves as an intranet for internal teams and people outside the organization looking to become familiar with in-house processes and content. Users can share and organize files, folders, data, news, and apps across a customizable team website. Track the history of activity on all files, and set up team discussion boards for collaboration. Sharepoint can automate repetitive tasks with Power Automate and can be accessed with iOS and Android devices. It integrates with Microsoft’s other software products and has 3 tiers for pricing: Plan 1, Plan 2, and Office 365 E3. Each plan increases in features respectively, and E3 comes with multiple Office apps and services such as Word, Excel, and OneDrive.
Basecamp is a project management system that’s designed for teams who work remotely or need an all-in-one management system. Work is divided into projects. These projects house all the necessary information in one place—members, files, discussions, and due dates. Recurring questions can be set. For example, “what’s the status of project XYZ?” can be asked every Monday to employees specifically working on project XYZ. Instead of Gantt charts, Basecamp offers a Hill Chart. It’s a line graph (reference the GIF pictured above) that’s indicative of how projects work: an uphill figuring-things-out portion and a downhill okay-now-I’ve-got-this portion. Users can drag the dot along the line graph to indicate progress. Basecamp integrates with Zapier, Calamari, and Klipfolio and is priced at one flat, monthly rate. A 30-day free trial is available.
First coined Google Apps for Your Domain, Google Suite is a cloud-computing, productivity, and collaboration tool composed of many applications powered by Google AI. With Gmail for Business, create a professional email address by using your company domain, such as Jane@technologyadvice.com. Meet face-to-face with your team and share your screen using Google Meet. Collaborate in real time by editing and commenting on shared files, and know when your teammates are busy with a shared calendar. Google Drive provides shared storage and a 2-step verification process adds a layer to securely signing in. Google Suite has 3 pricing plans: Basic, Business, and Enterprise. No matter which you choose, apps such as Google Meet and Voice are sold separately as add-ons.
Twine is an all-in-one intranet for remote teams. Create a team dashboard for each department that displays news, documents, events, or whatever else is relevant to the company. Publish important updates within the dashboard that automatically notifies teammates via email or Slack. Twine features a content library that houses all documents, files, resources, and anything else for people to become familiar with company processes. You can write documents directly into the content library, or use Google Drive, Dropbox, or Box to upload them. The software integrates with Google Suite, Zapier, and Slack and starts at a base price per user, per month that increases depending on the business’s needs.
CRM software system Zendesk features a knowledge management tool called Zendesk Guide that helps teams create relevant content and keep it up to date for customer self-service. Customize a help center and fill it with content that is repeatedly asked by customers, such as an article outlining the answer to a frequently asked question. Reporting is built-in, so you know what content is taking off and what needs work. Zendesk features an Answer Bot that responds to customer emails with recommended articles using AI. Customers can create their own portal to manage support requests and community contributions. Pricing for Zendesk has 3 tiers, and the knowledge base is included with all tiers, although Answer Bot is an extra cost.
SalesLoft is a sales engagement platform that features an impressive knowledge base. It uses knowledge from former and current employees to organize resources and best practices for reference. It covers categories such as admin controls, people, analytics, and integrations. Articles are separated into different topics for customer self-service. A user forum is available for SalesLoft customers to browse FAQs and receive tips and tricks for using the software. The software has 4 tiers of pricing that all include the knowledge base.
HubSpot also offers a knowledge base for their CRM that optimizes the time of your support team as well as helps your employees when they have questions. Construct and customize a library of articles customers can visit to answer their questions instead of calling support. Articles can be separated into categories and previewed before publishing to see what it looks like on different devices. You can analyze the effectiveness of your articles with a reporting dashboard and see what customers are searching for in your knowledge base. HubSpot’s knowledge base is available for Service Hub, their customer service software, with the Professional or Enterprise pricing plan.
Investing in a knowledge management tool will reduce headaches and organize your company. If none of these software systems suit your needs, use our Product Selection Tool. We’ll give you more options to weigh that are tailored to your requirements.