Why KnowledgeOwl?
KnowledgeOwl is built specifically with both authors' and readers' needs in mind, offering rich features that make creating, designing, and maintaining your documentation a breeze. You know quality knowledge base software when you see it, so here's how to get the rest of your team on board:
How to pitch KnowledgeOwl to executives
Build the business case for better knowledge management
How to pitch KnowledgeOwl to your Support team
Show your team how to streamline customer service
How to pitch KnowledgeOwl to managers
Demonstrate how centralized knowledge drives team productivity
How KnowledgeOwl can help from an executive's perspective
Primary objection: Our current knowledge base works fine. Why would we invest in new software?
Your team might say the current knowledge base "works fine," but look closer:
Your knowledge base is rarely updated and underutilized
Readers don't trust the information they find
Customers repeatedly contact Support for answers
Support staff constantly ask each other the same questions
Time and resources are wasted on redundant communication
These costly inefficiencies prevent true self-service, where everyone can quickly find accurate answers on their own.
The problems with “works fine” tools
No single source of truth
Most organizations cobble together multiple tools to manage their knowledge. As a result, team members resort to searching through old emails, Slack messages, Google Docs, and interrupting senior staff to find the information they need. This creates data silos, inconsistent answers, and confusion. Without a single source of truth, valuable knowledge remains scattered and unreliable.
Low adoption and engagement
Clunky, disconnected tools frustrate employees, leading them to avoid them altogether. Instead, they repeatedly ask each other the same questions, which wastes valuable time and can provide customers with inconsistent answers.
Business impact
These problems with “works fine” tools have very real business consequences:
Significant administrative overhead
When your employees and customers can't find the information they need independently, it wastes time and increases costs.
Employee frustration and retention issues
Organizations pay for a Support team that is answering the same questions over and over, frustrating them and slowing down adoption of your product.
frustrated customers who churn
Data shows that most customers prefer to self-serve rather than have to ask questions and wait for replies. If you have a good knowledge base or help center for your customers, your customers will be much happier overall.
KnowledgeOwl was built (with love!) to solve these problems.
The KnowledgeOwl difference
When customers switch to KnowledgeOwl you will see:
A decrease in Customer Support tickets
Your customers will be able to self-serve and use your product more effectively. This will directly lead to fewer tickets coming in, freeing up your Support team to focus on deeper work instead of answering the same questions over and over.
No more repeat questions
KnowledgeOwl empowers everyone to independently get the answers they need to do their work efficiently. Providing your entire staff with access to the information they need to do their jobs well will make training faster and improve employee satisfaction. Given that staff time is often a company’s most expensive resource, the productivity gains KnowledgeOwl can offer justifies the switch many times over!
How KnowledgeOwl can help from a Support leader's perspective
Primary objection: New software? Our help center isn’t perfect, but it works fine.
Your team may think that their help center “works fine”, but the reality is that it’s hardly being used or updated, and your customers can't find what they need to effectively self-serve. Your customers are reaching out to support, and your Support staff are reaching out to each other for the answers, but everyone should be able to find the answers they need autonomously.
The problems with “works fine” tools
No single source of truth
Your support team likely has to check multiple locations for the information they need, such as old emails, Slack messages, Google Docs, and asking other staff. In addition to confusion, this can lead to inconsistent answers for customers and influence support staff to cherry-pick the easier tickets.
Low adoption and engagement
Clunky and disparate tools are so painful to use that teams often avoid them, instead opting to ask each other the same questions repeatedly, which wastes time and provides customers with inconsistent answers. If tool is hard to author in, you also may find that the help center isn't updated frequently, meaning customers don't trust it.
Support team impact
These problems with “works fine” tools have very real business consequences:
Inaccurate data for helping customers
When information is fragmented across tools, Support teams make decisions based on incomplete or inaccurate information, which creates frustration for the team and customers.
Employee frustration and retention issues
Organizations wind up paying for a Support team that is answering the same questions over and over, which is frustrating for the Support team and a waste of money. If your team is using keyboard shortcuts more than their problem-solving skills, it's likely they're getting bored at work. To keep employees engaged, happy, and growing, you can let your help center do the boring work.
frustrated customers who churn
Data shows that most customers prefer to self-serve rather than have to ask questions and wait for replies. If you have a good knowledge base or help center for your customers, your customers will be much happier overall. Happier support teams create happier customers, and happier customers help support teams stay happy. :)
KnowledgeOwl was built (with love!) to solve these problems.
The KnowledgeOwl difference
When customers switch to KnowledgeOwl you will see:
A decrease in Customer Support tickets
Your customers will be able to self-serve and use your product more effectively. This will directly lead to fewer tickets coming in, freeing up your Support team to focus on deeper work instead of answering the same questions over and over.
No more repeat questions
KnowledgeOwl empowers everyone to independently get the answers they need to do their work efficiently. Providing your entire staff with access to the information they need to do their jobs well will make training faster and improve employee satisfaction. Given that staff time is often a company’s most expensive resource, the productivity gains KnowledgeOwl can offer justifies the switch many times over!
How KnowledgeOwl can help from a manager's perspective
Primary objection: New software? Our internal documentation isn’t perfect, but it works fine.
Your team may think their current knowledge base software “works fine”, but the reality is that it’s hardly being used or updated, and your employees can’t trust what they find there. Senior staff on your team are fed up with answering the same question over and over. Junior staff are too embarrassed to ask the same questions and make mistakes based on assumptions.
The problems with “works fine” tools
No single source of truth
Teams are using a hodgepodge of tools like searching old emails, Slack messages, Google Docs, and asking senior staff, leading to data silos, inconsistencies, and ultimately — confusion and mistakes.
Low adoption and engagement
Clunky and disparate tools are so painful to use that team members often avoid them, instead asking each other the same question repeatedly, wasting time and making simple errors.
Business impact
These problems with “works fine” tools have very real business consequences:
Inaccurate data for decision-making
When information is fragmented across tools, employees make decisions based on incomplete or incorrect information. These decisions can cause real friction and add unnecessary costs for your department.
Significant administrative overhead
Managing separate processes across marketing, support, finance, and other teams creates unnecessary complexity and confusion. Without a unified knowledge base, maintaining consistent information becomes an endless task—when everyone should be working from the same source of truth.
Employee frustration and retention issues
When employees are making mistakes, or feeling bad asking the same thing over and over, that leads to an overall sense of dissatisfaction at work. It's your job to give your employees what they need to succeed and feel like they're making a positive impact. This will help you keep your employees and make them happier overall.
frustrated customers who churn
If your employees can't find the information they need to smoothly do their work, that is going to trickle down to how your customers feel as well. Projects will be slower, decisions will be made in the dark, and customers will experience unnerving inconsistency in your product and service. Bringing everyone on the same page is one of the best things you can do for your customers.
KnowledgeOwl was built (with love!) to solve these problems.
The KnowledgeOwl difference
When customers switch to KnowledgeOwl you will see:
A better informed team that works better together
If your employees are clear on their goals and how to accomplish them, this leads to a much more effective team. Being able to self-serve and answer their own questions lets employees feel empowered and confident. This way, they can spend more time working and collaborating instead of searching for information.
No more repeat questions
KnowledgeOwl empowers everyone to independently get the answers they need to do their work efficiently. Arming your entire staff with access to the information they need to do their jobs will make training faster and lead to happier employees overall. Given staff time is often a company’s most expensive resource, the productivity gains KnowledgeOwl can offer justifies the switch many times over.
What does the switching process look like?
Start your free 30-day KnowledgeOwl trial.
No credit card required, and it only takes a few minutes to get started!
Schedule a call with us.
We can do a regular ol' demo or discuss your needs to see how KnowledgeOwl can help.
Share KnowledgeOwl with your team.
Use this Pitch Guide to help demonstrate the value of KnowledgeOwl to decision-makers and future users on your team.
Build your knowledge base.
Whether you're building your first knowledge base or migrating from another platform, we'll help you create a plan and guide you through the process.