Partner Article

11 Questions to Ask Knowledge Base Software Vendors

As someone exploring knowledge base software, you no doubt have discovered that there are many options out there. You need to decide whether to use an installed application or a cloud-based one, which features you find most important, and how much you are willing to spend on the right product, among many other things.

To help you better evaluate the choices available, here are 11 questions to ask knowledge base software vendors.

1. How long have they been in business and what credentials do they have?

This is at the top of the list because the business history of the vendor is of utmost importance. You are selecting an enterprise application with the goal of helping your company grow and improve. You don’t want a fly-by-night vendor that probably won’t exist in a year or two—you want one that will be there to support your organization’s knowledge needs now and into the future.

2. Who are their clients? Can they provide references?

Reputable vendors usually have lists of their big clients, with testimonials, on their websites. They are also perfectly happy to provide references. If you run into a vendor that is not willing to provide you with references, there is usually a good reason.

3. How many knowledge bases can you create?

At a minimum, you probably want to create at least two knowledge bases, one for internal use and one for external use. But, especially if your company is large with many knowledge resources, you may want to divide it up into smaller pieces, such as by department or location. An application that allows only one knowledge base will not adequately meet your needs.

4. Does the software support mobile devices?

All enterprise applications are quickly going mobile, and knowledge base software is no exception. If you choose a solution that doesn’t support mobile devices, you will find yourself with obsolete software sooner than you’d like.

5. Is the software updated regularly? How do the updates take place?

A main advantage of cloud-based software is that it is updated by the vendor, so you as a customer always have access to the most current version. Regardless of whether you choose installed or online knowledge base software, make sure that you will have easy access to the most up-to-date software available.

6. Is my company’s data safe?

Security is a top concern for companies and it should be a top concern for vendors as well. Learn what measures the vendor takes to ensure the safety and security of your data.

7. Does the software support multiple languages?

If your company operates internationally, or any of your customers are not native English speakers, then multiple language support is a must-have feature. Ask what languages the knowledge base software supports and cross check them with the languages in which your employees and customers prefer to communicate. 8. How much does it cost to add more users? The price of knowledge base software varies widely, often with the number of users. If you plan on hosting an external knowledge base, or you expect your number of internal users to grow, find out in advance how much that growth might cost.

9. Does it provide knowledge base analytics and reports?

Analytics, including which resources are viewed most often and which authors’ articles are considered most helpful to others, can help you improve the resources stored in your knowledge base. Look for a vendor that allows you to collect data and generate reports on the factors that are most relevant to you.

10. Can I brand the knowledge base with my company’s colors and logo?

A white-labeled knowledge base software, which allows you to brand the interface with your company’s colors and logo, will provide a more streamlined and consistent experience for your users.

11. Can I try it free?

No matter how powerful an application is, your employees and customers won’t use it if it isn’t user-friendly. Before making any investment of time or money into knowledge base software, give it a try.

This was posted in Bdaily's Members' News section by Sameer Bhatia .