KnowledgeOwl is a cloud-based knowledge management solution that is suitable for businesses of all sizes. It is industry agnostic and is most useful to human resources (HR) and customer service departments. Core features include knowledge base creation and management, navigation tools, search functionality, user management and advanced reporting capabilities. It helps users keep information organized into categories and sub-categories. Users can use tags to relate articles by terms or phrases to improve findability.
KnowledgeOwl allows customers to manage and share their information in the form of online manuals, handbooks, portals, user guides and software documents. Its analytics and reporting feature allows users to address gaps in the knowledge base by studying the needs of users.
KnowledgeOwl is available in monthly and annual subscription options at a price that varies based on the number of users and knowledge bases. It provides customer support via email, chat, phone, social media and a knowledge base.
For the most part, this software is easy and intuitive for a non-technical person to use, although it may require a little Googling if you haven't dusted off your HTML skills in recent years. Most of the design is point-and-click; images are uploaded and there is a nice visual editor, similar to Wordpress.
One of my favorite features is the option for the software to "fetch" the colors from whatever web address you enter. This enables the Knowledge Base to basically design itself, all you really need to do is decide where the colors are used and select a layout.
Our initial help center was created using our ticketing software, which seemed like natural thing to do. Except the end result was an outdated flashback, and like most fads from the past, unpleasing to the eye. Anything I did was just putting lipstick on a pig, so that being said, it wasn't going to take much to impress me.
Unfortunately, I ran into formatting issues so I was tasked to call technical support. It seems like a non-issue and for the normal person, it probably is...but I loathe technical support. I would rather go to the dentist than call technical support.
After a few days of trying to figure it out, I was told to stop "procrastinating" and make the call. That was harsh because even though *maybe* I was procrastinating a tiny bit, I was mostly ambitiously learning to make myself a more valuable asset in the future. However, that went awry when I did something that made our help center absolutely horrific. I frantically slammed CTRL-Z over and over again but to my dismay, our help center continued to look like a freak show.
Defeated, I hung my head and picked up the phone.
But, luckily for me, this technical support was not what I have experienced in the past - it was actually a pleasant experience. The errors of my ways were quickly erased into non-existence and our help center bloomed into what it was supposed to look like this entire time. Not only were my failures undone, but issues that I wasn't even aware of (yet) were fixed, too.
I am a writer and its reassuring to know that I have someone technical who can help me so that I can spend my time writing instead of banging CNTRL-Z. It's more efficient than the whole "ambitiously learning" thing.
Kristen S. Especialidad: Software informático Número de empleados: 51-200 empleados
When looking to replace our current customer support portal, we looked at several options. Knowing that we wanted a self service platform to maintain documentation, videos, demos, etc., Knowledge Owl (KO) came out on top. Their out of the box solution had much more functionality for the money and was solid.
Once we started uploading content, we had several questions as new users typically do, but the team at KO was ALWAYS ready, willing, and able to assist. Not being the most technical person, I never once felt like I was bothering them.
We also had the KO team assist with integrating our ticketing system and mirroring the CSS of our public site. All was fairly seamless and the team was extremely responsive throughout.
Being that we built our KO site as private where our customers need to log in to access company-specific information, we also utilize KO's password management.
Overall, I could not be more pleased with this solution and the KO team. They are really fantastic, extremely responsive. And, they are constantly improving the platform! Great product and Great People! Thank you KO. We look forward to working with you for a VERY long time to come...
- Easy to use
- Customer Service (top notch!)
None that I can think of right now. This company is really doing a great job and from our standpoint is a leader in the knowledge base space.
Thank you so much, Kristen! We super appreciate the awesome review! -Marybeth