Importance of💡 Knowledge Management and Why You Need It

knowledge-management-wordpress

☄☄☄ There’s no way to understate the importance of Knowledge Management in the 21st-century organization.

If you are a business person, management student or someone who is involved in a business organisation or a non-profit organization, you might have heard the term Knowledge Management (KM). So, what is KM? If you search the internet for answers you get different definitions in each site, that is because there is no single definition for KM. Different organizations will continue to use different definitions of KM because their value chains benefit from different types of knowledge. Based on the type of knowledge that an organization intends on leveraging, there will be different approaches and definitions to KM.

KM is the process of creating and sharing knowledge thereby, maximizing their potential which makes them intangible assets of the organization. KM is about making significant knowledge available to the necessary people.

In his famous quote, Lew Platt, former CEO of Hewlett-Packard, once said: “If HP knew what HP knows, we would be three times more productive.”

In other words, knowledge management makes it easier to find the information or the people who hold the information you need.

A rough idea of KM

In earlier days, people used to learn cooking by reading recipe books. Tough people gained knowledge of the recipes they could not replicate the original taste of the dish. Nowadays, we have all the cooking videos on the internet and we could have better knowledge of how the materials are prepared and handled. But this still does not ensure that you could reproduce the original taste 100%. This is because the dishes depends in all of the practices of cooking, starting from hand-picking each of the vegetables, chopping techniques, handling the utensils and even the knowledge of the spread of heat in that utensil. If this complete knowledge is shared it could ensure that the taste if the dish remains unchanging even though cooked by many other individuals.

This provision is what knowledge management provides and in this Information era, KM can be crucial when it comes to large organizations which have a bulk knowledge in the form of experience and ideas, needs to chose what is important for innovation or for the growth of the company. Also when it comes to small organisations or start-ups, one significant piece of knowledge needs to be successfully transferred so that it can continue to exist.

 

Why you need a KM?

The importance Knowledge Management cannot be understated. It can help any organisation to grow and to evolve. These are listed below:

 

Wilful nature of KM

The best aspect to KM is that it encourages individuals to share their knowledge willfully. This knowledge can be found in various methods starting from storytelling. There are companies which have made the submission of contents mandatory. They have created shared knowledge repositories, such as databases. But because of their mandatory nature, there is a lot of other supplementary information which is lost and there is bulk information collected which could be considered as Junk.

 

Network effect

KM could create a ‘network’ effect by allowing to connect people with the purpose of sharing knowledge, making that knowledge more easily accessible. Imagine that there are various groups of people working in a company like Developers, Testers, Marketing and Customer relations. The knowledge that is possessed by each of this group, on the whole, helps the success of the company. The communication that is between each of these departments is of relevance to all other departments. KM devises a way to best transfer this communicated knowledge to relevant people, so as to be able to take advantage of it or to ensure that relevant knowledge is not lost.

 

Knowledge as an Asset

KM is useful because it places a focus on knowledge as an actual asset, rather than as something intangible and considers intellectuality as a capital in organizations. Let’s say that a person has gained a lot of knowledge through his experience in a certain area of a profession and wants to pass this knowledge to others, most probably his successors. Here the knowledge in his mind must be communicated and the person not only should understand it, but also internalize it so that they can effectively use this knowledge.

 

Stimulates a Cultural change

Actively managing organizational knowledge can also stimulate cultural change and innovation by encouraging the free flow of ideas. KM could provide a platform to interact. Interactions would take place in a structured process by giving the members a free and open atmosphere to explain their thoughts and ideas. This would create an atmosphere for the all of members to feel belonged to the organisation and mutual respect and understanding towards their leaders.

For example, GE (General Electric) an American multinational corporation has created a Change Acceleration Process (CAP) program which includes management development, business-unit leadership, and focused workshops. CAP was created to not only convey the latest knowledge to up-and-coming managers but also open up dialogue, instill corporate values, and stimulate cultural change.

 

Failures and Learning routine

knowledge-management-learning

To move ahead, one must often first look behind” and  “A productive failure is better than an unproductive success” is some of the words of wise men. KM provides a way to investigate the failures in order to identify the shortcomings and reasons for failures in organisations. It helps to share success and failures in the organization to create a culture of mutual trust and belief. Blaming others for failures leaves less chance for learning.

For example, the United States Army has created a learning organisation called the After Action Reviews (AARs) to continuously assess their units and to look for ways to improve. After every important activity or event, Army teams review assignments, identify successes and failures, and seek ways to perform better the next time.

 

Innovation and the Bigger picture

knowledge-management

A systematic creation and transfer of knowledge could trigger the innovation process. Imagine knowledge as Dots and KM as the network that connects the Dots. This network can help to identify the picture that remained hidden under the Dots. This could help you to understand and identify the potential markets which were right under your nose but you failed to notice because of the ignorance to see the bigger picture. KM makes room for active experimentation which usually does not affect the live system resulting in minimal consequence damage and provides a platform to understand cause and effect events. In other words, KM increases efficiency and productivity and allows you to work better, reducing the tendency to “reinvent the wheel.”

 

Increase in Customer Satisfaction

KM facilitates ways to speed up access to information and this is very useful for the sharing of knowledge in cross-collaboration projects help to increase the value offered to customers. The organization is able to give faster answers or shorten the time it takes to improve a product or service. This leads to better customer satisfaction.

 

Many companies have invested in KM systems

Many of the multinational companies have already invested KM systems. For example, GE (General Electric) has a Corporate Executive Council (CEC) to help executives cut through the noise, share information, and improve their decision-making. The CEC is composed of the heads of GE’s fourteen major businesses and the two-day sessions are forums for sharing best practices, accelerating progress, and discussing successes, failures, and experiences. KMWorld which is a magazine for articles on KM has released 100 Companies That Matter in Knowledge Management 2017 gives you the list of companies that have implemented KM systems in their organisations.

 

KM is the Future

Looking at the way the world is growing in Artificial Intelligence (AI), it is obvious that AI’s would replace most of the work done by humans in the future. Assuming that they could have equal access to the knowledge of the world. Their only difference could be in their KM system which determines how an AI would effectively use this knowledge.

 

The information mentioned here is just the layer of cream on a cake. There is lots of research done in KM and many models of KM also have come. The fact that KM is a necessity is irrefutable. Both now and for the future!

If you want to take your organization to the next level, I welcome you to try Helpie Knowledge Base plugin for WordPress.


Create a WordPress Helpdesk [ Guide + Plugins + Themes ]

Looking for a way to build a great customer support Helpdesk from your WordPress website?

No idea where to start?

In this article, I will take you through the must-have features and some advanced features that can be a powerful asset to have in a WordPress Helpdesk plugin.

And then, I will review a few WordPress Helpdesk plugins that match our criteria, at-least those that are closest.

You probably know what a Helpdesk is, but just for standardization, let me clearly define a Helpdesk in the context of popular use.

What’s a Helpdesk?

 

create-wordpress-helpdesk

A Helpdesk is a portal/website/part of a website which your users can get help from.

If you are selling products on your website, your customers would most definitely expect support for those products.

In fact, you can have a Helpdesk for any product or service that you sell.

A Helpdesk / Help center / Live Help / Customer Support or whatever you call it, should ultimately be about providing customer support.

Before we start, let me define a few terms from the context of the WordPress plugins ecosystem:

A WordPress Helpdesk plugin is supposed to be a plugin with the entire feature set of Support Ticketing, Knowledge Base and also a little more ( keep reading to see what other features a Helpdesk might have ).

But, most plugins called WordPress Helpdesk plugin have either Support Ticket or Knowledge Base features but not both.

A WordPress Help center plugin is the same as Helpdesk, and this term is commonly used by WordPress Support Ticket plugins.

A WordPress Customer Support system is the same as Helpdesk / Help center.

A WordPress Support Ticketing system plugin is just as it says, just the Support Ticketing features in a plugin.

A WordPress Knowledge Base Wiki plugin is a plugin that can be used to create a self-help portal/product documentation section as part of your Helpdesk. It could also be used to create a public/private Knowledge Base for varied purposes or a Wiki website.

A WordPress Product Documentation plugin is almost similar to a Knowledge Base plugin with mostly the same features, maybe lesser features. But, used with product documentation in mind. You can even use a Knowledge Base plugin to create a product documentation as mentioned.

A WordPress Support plugin usually mean a support ticketing system plugin.

If you are interested in any of these, you are in the right place.

Keep this in mind:

In terms of functionality, a Helpdesk should typically consist of a minimum of

  • Support Ticketing system
  • Knowledge Base / Documentation system

And there could also be

  • FAQ section
  • Forums
  • Live Support / Help Chat

Now that we have clearly established what a Helpdesk is, let me go through each part in detail.

KNOWLEDGE BASE:

A Knowledge Base is a part of any good Helpdesk system. You can use it as a self-help portal for your customers.

If you want a Knowledge Base as part of your Helpdesk, you will find this article on WordPress Knowledge Base plugins useful.

SUPPORT TICKET SYSTEM:

Now, we can talk about the Support Ticketing part of the Helpdesk.

The support ticket system is a mission-critical component of your customer support, and so you need a good set of criteria for choosing a WordPress Support Ticket plugin.

Who needs a Support Ticket System?

woocommerce-helpdesk

Woocommerce website owners:
If you have a Woocommerce website and you sell products, then you definitely need a support ticket system.

Your customer might have issues with payment, delivery or the product itself.

And there’s no better way to handle, track and resolve all your customer’s needs than using a solid WordPress support ticket plugin.

Tech Support for digital products:
If you sell digital products, you can also use a WordPress Support Ticket to provide tech support/basic customer support for your digital products.

This is great for people selling WordPress, Joomla, Drupal or any other themes or plugins.

There are many other digital products which you may be selling, but the bottom-line is if you have a WordPress website, you can use one of the awesome support ticket plugins to provide tech support.

Others who might want a support ticket system:

  • Customer care agencies
  • Support outsourcing/handling agencies
  • Call centers

Have I missed anyone? Let me know in the comments if you are looking for a support ticket solution that falls in any other use case.

Must-Have Features:
There are certain basic features that your support ticket system must have. You might not need these features when you get started but you will, eventually.

It’s better to start with a really robust plugin instead of trying to switch after some time.

Remember this while you use a plugin,

Customer Service should not be a department, it should be the entire company.

-Tony Hsieh, CEO of Zappos

 

Feature 1: Email Support

email-support

Over time, there have been many channels and platforms where support is taking place, but email has remained consistent and a preferred channel for customer support.

This is not going to change for a long, long time.

Remember the predictions about the death of email?

Just not happening.

David Newman said,

“ Email has an ability that many channels don’t: creating valuable, personal touches – at scale “

For those reasons, your WordPress support ticket software/plugin should integrate well with email support.

Things to look for:

i) People can send email to your support email address, and that gets forward to your server and added to the support tickets list correctly.

ii) You and your customers should be able to reply to the support email thread, and that should also be synced to your support tickets.

Feature 2: User Roles

user-roles-wordpress

The Support Ticket WordPress plugin that you choose should have the basic roles that a customer support system cannot work without.

The must-have roles are Admin, Customer Support Agent and the Customer roles.

The Manager/Supervisor role is also used in almost every medium-sized support team.

Having the option of adding more roles and specifying specific permissions for those roles is a great feature to have.

The plugin’s features should be closely integrated with WordPress’ capabilities to have a smooth workflow that can integrate well with other WordPress User Role Editor plugins. This means that the permission and user role creation can be done with other plugins.

 

Feature 3: Ticket Management

wordpress-tickets-sorting

You probably know this:

Managing tickets is the biggest source of headache for customer support managers and support agents.

Consider that when you choose a Support Ticket plugin.

You will definitely need ticket management features for,

Filtering tickets based on customer, agent, ticket status, department or any other customer meta values. The filtering options could vary based on who is using it. Different roles like admin, manager, support agent and customer might have different filtering options based on their need.

Sorting tickets should work just as well as the filtering tickets options.

Admin actions that let the admin have control over the entire customer support system. Some actions that admin should be able to perform are adding new managers or agents, changing user’s role, etc.

Manager actions that let the support manager control what happens to his/her department. For example, the manager should be able to get notified if a ticket is unanswered for 24 hours.

Support agents and customers also should have specific actions that they are able to perform on what they are permitted to manage.

Feature 4: Reporting:

wordpress-tickets-report

If you really want to create an excellent customer service setup, then customer support reporting is super important.

You only improve, what you measure.

Here’s what Zapier recommends that you measure:

Volume:

  • Total Conversations
  • Total Replies
  • Total Volume by Hours or Working Hours

Response Time:

  • Average Response Time
  • Time to First Response
  • Response Time Bands

Happiness:

  • Net Promoter Score
  • In-Signature Happiness ratings

Product Trends:

  • Label/Tag Data

Having a reporting system that shows you the vital data of the working of your customer support is a powerful tool in your bag.

You can use this information to drastically improve your customer’s experience, money spent on support and of course, your bottom line.

 

Feature 5: Custom Fields for Ticket Creation Process

 

custom-fields-wordpress

Not every business is the same, neither is their customer support requirements.

Exactly why your support ticket request forms need to have fields that are specific to your organization.

Plugins that allow you to add your own custom fields are the way to go.

Custom fields are an excellent way to get more information on the customer’s issue.

The more information you get right at the start of the support process, the easier and quicker your support team can resolve the issue.

 

Feature 6: Search

 

search-tickets-wordpress

Search is super important for finding the tickets you are looking for faster.

Especially when you have hundreds of tickets, your search will make a lot of difference in your support team’s ability to find and resolve tickets faster.

The search will also be uniquely useful to administrators and managers for two reasons:

Looking through tickets to assign, take over or resolve
Look for tickets with common keywords to add to the Knowledge Base

 

Feature 7: Frontend Support

The issue I have noticed with a lot of WordPress Support Ticket plugins is that their customers have to access the WordPress Dashboard to create tickets or respond to replies to the support ticket.

This might work for some. But in general, this is not a great experience for your customers.

Never ever do this to your premium customers.

Or you risk damaging your brand.

I recommend that you choose a WordPress plugin that has a clean frontend interface to handle your entire process and has a good user experience.

 

Advanced Features:

 

Feature 8: Macros

 

Macros are powerful tools for automating various parts of your customer support process.

In essence, Macros are a set of actions that modify the values in a support ticket based on specific conditions that you specify.

For example,

In an enterprise support software like Freshdesk or Zendesk, you can create a macro to send an automated, quick, personal response when a customer creates a new ticket.

 

Feature 9: Access Restriction

access-restrict-wordpress

You probably want only your customers to create a support ticket.

To make sure that only they can, and others don’t waltz right in and submit random tickets, you need an access restriction feature.

One way to go is to use another plugin like MemberPress to control access by memberships.

But if your plugin has in-built access restriction that’s specific to your need that’s even better. But that’s rare.

One final advice,

If you provide premium support, it would recommend a paid support ticket system who provide quality support.

 

Best Knowledge Base Plugins:

 

Recommendation #1:

helpie-preview-image

 

I can wholeheartedly recommend Helpie KB plugin for your Knowledge Base part of the Helpdesk. Not just because it’s ours, but it’s something we have built with the consideration of what a Knowledge Base plugin should be like.

Recommendation #2:

 

herothemes-plugin
Herotheme’s Knowledge Base plugin is another popular name in the Knowledge Base category, but it’s pretty costly at $129.

 

Best Knowledge Base Themes:

 

KnowHow:

knowhow-wordpress-theme

 

KnowHow is a Knowledge Base Theme by Herothemes, and it has over 4,000 sales. If you just need a basic theme for your Knowledge Base, you can use this.

Features:

Live Ajax search: KnowHow WordPress Theme has a sleek live search like the other themes from Herothemes.

Sidebar Navigation: The KnowHow Theme has a sidebar with the Knowledge Base categories and makes for an easy navigation of your entire Knowledge Base.

Multilingual Support: The KnowHow Theme has multilingual support and is compatible with WPML Multilingual Plugin.

FAQ: You also get the option to add an FAQ page to your website with KnowHow theme’s FAQ feature.

Also, you can reorder FAQ items, add a sidebar for FAQ a live search the FAQ items as well.

 

HelpGuru:

 

helpguru-wordpress-theme

 

HelpGuru is a little more advanced WordPress Knowledge Base theme by the same author, Herothemes. The design is a bit more modern, and it comes with much better integration with customizer that helps you customize the appearance.

A lot of big names use Herothemes’ themes.

The list includes Ghost CMS, Restaurant.com, OptimizePress, CrazyEgg, Procurify, Clutch.

Features:

Live search: Search your knowledge base using an Ajax based live search.

Article feedback: Get feedback on your articles to improve your articles to better serve your customer’s queries or correct a mistake.

Content ordering: Use a drag and drop builder to reorder your content.

Article Attachments: Add downloadable files to your Knowledge Base articles.

Widgets included: You can use HelpGuru’s widgets to add articles, categories anywhere on your website.

Easy configuration: HelpGuru has a good set of admin panel options to let you config your Knowledge Base website with ease.

 

Best Support Ticketing Plugins:

 

Awesome Support WordPress Plugin:

awesome-support-plugin

 

Awesome Support is one of the most popular WordPress Support Ticket plugins currently and is used on 6,000+ websites. It’s a free plugin with a lot of paid pro-extensions.

Pros:

Email: It has some good email support features that let your customers submit tickets via email. Reply to emails by your agents and your clients is also possible.

Custom Fields: You also have the option to add custom fields to the ticket submission form. This is a real plus.

Sorting and Filtering: There are some nice sorting and filtering options that help you find those tickets that you are looking for.

See all features and try the free version here >>

 

WP Support Plus Responsive Ticket System:

 

wp-support-plus-responsive-ticket-system

WP Support Plus is being used on over 10,000 websites currently, and it’s easily the most popular plugin on WordPress.org.

Pros:

Frontend Ticket Management: WP Support has a better frontend ticket management than the Awesome Support plugin. The filtering, sorting, etc. are much better too.

User Roles: The WP Support Plus WordPress plugin has a supervisor role (aka Support Manager role ) for managing the agents.

Advanced Filtering: With the WP Support Plus plugin, you can do advanced filtering and also save the filtering options.

So the next time you login in, your favorite filter is already set.

See all features and try the free version here >>

 

Sola Support Tickets:

 

sola-support-plugin

Sola Support Tickets is a relatively new WordPress Support Tickets plugin but has a couple of interesting features in the pro version that you might like. The pro version is also relatively cheaper than Awesome Support’s or WP Support Plus’ pro versions.

Pros:

Macros: Using Sola’s macros, you can create custom responses to your customer’s tickets. This is a standout feature in the Sola Support Tickets. But this is a premium feature.

Departments: Sola WordPress Support Ticket plugin gives you the ability to assign tickets to different departments and its agents. This is also a premium feature.

See all features and try the free version here >>

SupportEzzy – WordPress Ticket System:

 

supportezzy-wordpress-plugin

 

SupportEzzy is the only premium plugin in this list, but its very affordable and gives you good value for your money.

Pros:

Vue.js App: What this means for you is that your frontend where your customers manage the plugin is a pretty robust ‘app’ in its own right.

It’s a dynamic frontend app that updates and works without the need to refresh the page. Vue.js is the javascript frontend framework technology that’s increasingly preferred by standalone app developers.

Integrations: Another thing that sets SupportEzzy apart is its integration with other platforms/plugins that you could be using,

  • Envato
  • Gumroad
  • Woocommerce
  • Skype

WSDesk – WordPress Helpdesk  Plugin:

 

WSDesk is another freemium plugin with amazing premium features. The premium version of the plugin is definitely among the best in terms of features. The plugin is also updated frequently with new features and bug fixes.

Pros:

Triggers and Automation (aka Macros): This is one of the best features of WSDesk which is somewhat lacking in the other plugins. It saves a lot of your time and energy and lets you sit back while you automate most important aspects of your customer support.

Auto Suggestion System: Autosuggestion system helps you reduce support time by redirecting users to your knowledge base articles.

Here’s a list of the other premium features of WSDesk as well:

  • Auto Tagging And Assigning
  • Auto Suggestion System
  • Ticket Custom Views
  • Triggers & Automation
  • Automated Emails
  • Customer Feedback Survey
  • Agent’s Satisfaction Rating
  • WSDesk Backup & Restore
  • WooCommerce Fields & Reports
  • One Year Support & Updates
  • Email Support System
  • Ajax Based System
  • Wonderful UI
  • Agents Reports
  • Customizable Ticket Fields
  • Agents Management
  • Customizable Support Form
  • Attachment support
  • Import Zendesk Tickets
  • Unlimited Agents
  • Reporting and Analysing Tool

Apart from these standout support ticketing plugins for WordPress, I have to mention some other notable plugins.

Other notable plugins:

  • Wphelpdesk
  • JS support ticket
  • Zendesk for WordPress
  • Freshdesk for WordPress

 

Best Support Ticketing Themes:

These are currently the most promising WordPress Support Ticket themes.

One point to note is that most of the themes in this category promote themselves as WordPress Helpdesk theme, but only a few are truly that.

 

TicketLab by BigBangThemes

 

ticketlab-wordpress-support-ticket-plugin

TicketLab is a premium WordPress Support Ticket / Helpdesk theme that lets you run a support ticket website by yourself.

Pros:

Clean Interface: TicketLab has a clean interface for your customer support portal. Both your clients and your agents have access to the frontend dashboard.

This is a much better experience for everyone.

Integrations: TicketLab has a couple of very useful integrations, Trello and Github.

This is excellent for support teams that use Trello to track bugs and issues. And also the development teams that use Github to develop, track issues, commit and manage releases.

There are also integrations with Envato, Zendesk and Visual Composer that might be worth looking into.

 

Helpdesk by JanStudio

helpdesk-wordpress-theme

 

To clarify, Helpdesk here is the name of the theme. Helpdesk calls itself the WordPress Support Center theme. It’s a premium theme as well.

Pros:

BBPress Compatible: Helpdesk Theme is compatible with BBPress, that makes it easier for you to integrate an entirely new facet of customer support.

You now have Ticketing + Forums.

Envato Integration: If you sell products on Envato, then this theme can help you verify your customers with the Envato purchase code validation API.

Important Note:
The reviewed features are just the unique and important aspects that caught our eyes. Please read the products’ documentation or try their demo to get a full view of the product.

If this article was helpful or if you have any questions or something to share, please comment below.

Bonus: Get a free demo of Helpie Knowledge Base plugin now


7 Must-Have Features to look for in a Knowledge Base Plugin [ GUIDE ]

Fair Warning: You might want to try Helpie WordPress Knowledge Base plugin right away to get hands-on experience of awesomeness.

This is the most complete guide to help you choose a WordPress Knowledge Base plugin online.

Read this article completely and if it doesn’t help, we will give you your time back.

( if they invent the time machine in the future. )

Keep reading….

I’ll show you the 7 Must-Have Features that is essential in choosing a WordPress Knowledge Base Plugin and even tell you why these features matter to you.

 

Feature # 1: A Powerful Search Engine


This feature is in my opinion, the Numero Uno in a WordPress Knowledge Base system.

Why?

Have you come across a website called Google lately and thought about why it’s so popular?

Because, with a large repository of Knowledge, searching and finding the most relevant content is the biggest superpower.

How well the search works matters, because:

Computers and the Internet have made people more impatient. People want to find the right information fast. The faster you give them the most relevant information, the happier they are.

Building on that simple fact, HERE’S A SECRET ABOUT YOUR CUSTOMERS:

Your customers prefer a Knowledge Base better than customer support medium like support tickets or even live chat support.

Why?

Speed.

And if you choose the right Knowledge Base Wiki plugin, it would be easily accessible and super easy to solve their particular issue.

That’s why.

Here’s what research shows:

how-people-use-search-knowledge-base

Over 91% of people don’t go to the second page of Google to find a solution to their query.

Over 50% of people in most cases don’t look beyond the first 3 results on the FIRST PAGE OF GOOGLE.

The bottom-line is that your Knowledge Base’s search could result in a  frustrated customer, unless your search is really really good.

So, what specific superpowers should your Knowledge Base’s search have?

My suggestions,


Important Search Feature #1:
Partial Searching


People are too lazy.

They can afford to be because of the technological advancements.

As a website owner, you can’t expect your users to search the exact terms your articles have.

That’s exactly why your Knowledge Base should also be forgiving in accepting partially correct keywords and match them using “partial matching” algorithm to find even articles that partially match their search query.



Important Search Feature #2:
Search Based on Keyword Weightage

There’s an entire field of marketing called SEO marketing that deals with how to optimise for top positions in Google’s search.

Let’s borrow some ideas from there to see what we want in our search…


One of the ways that Google prioritizes the results is by the position of the keyword in a particular page,

Whether it occurs in the first paragraph or last.

If there are more than one instances of that particular keyword, but not too many to be spammy and so on.

Important Search Feature #3:
Lookup Speed

 

Speed. Yes, we already talked about speed.

But, here’s one more thing you really have to pay attention to:

Does your Knowledge Base search return results super fast even with thousands of articles in it and quite a few people using it at the same time?

That’s what matters, when testing out a WordPress plugin to use, if it would deliver under the real world scenario.

 

Feature # 2: User Insights

              “ You cannot improve, what you do not measure. “  – Lord Kelvin

 

lord-kelvin-quote

 

Not sure that quote is true?

Ask any successful E-commerce webmasters, they’ll give you a list of tools that they use to measure their traffic, bounce rate, heatmaps, etc.

And even web design industry is slowly moving away from just aesthetic design to data-driven design.

The Benefits of User Insights is two-fold:

  • You have a better understanding of what your users find useful in your knowledge base | helpdesk | wiki that you created with the WordPress plugin
  • You can use the insight to add missing information, articles which people don’t find useful, etc. in your knowledge base

Awesome!

Now, which data do we measure and convert into Insights?

With Helpie, our own WordPress Knowledge Base plugin, we measure these,

A. User Happiness:

Ultimately nothing else matters.

If your users are happy, you are happy. Helpie WordPress KB Plugin measures user happiness from users’ votes and gives you a comprehensive Overall User Happiness score.

You can just use this as your North Star to see the state of your Knowledge Base.

B. Most Useful and the Non-So-Useful Articles:

Time to zoom in.

Finding the most useful and not so useful articles can tell you which ones you can feel happy about and which ones, you need to fix.

This is an actionable insight that you can take and fix immediately.

This is like monitoring the state of your entire Helpdesk or Customer Support section and fixing its core issues that would result in much less load on your customer support agents.

Believe me, your customer support team will thank you for this feature.

C. What Users Search For:

What better way to know what’s in your customer’s mind than knowing what they search for?

Even in a very simple Knowledge Base, this feature would make a big difference in terms of:

I.    What new content to add to your knowledge base
Ii.   Where your users need more help in terms of better product design/feature

D. Which articles are most viewed:

Bragging rights! Bragging rights for your contributors is just one of the appeals for having this feature.

What else?

Well, you can go back to the most viewed articles and use that to model and improve the other articles.

In some cases, improving the most viewed articles can reduce the support requests by a very large quantity.

Hope you can agree with me on this:

Insights are crucial to help you define your Knowledge Base’s success, and it’s worth investing in.

 

Feature # 3: Access Control

 

Creating a private Knowledge Base with access restricted only to members?

Then, you need an Access Control feature that is robust and can work with membership plugins.

Not to blow our own horn, but Helpie does this pretty well.

Who needs access control anyway?

Well, these people and you… if you are one of them:

10x teams or teams who want to be 10X:
Are you a team leader or part of a team that just isn’t happy with “Satisfactory” work?

Do you want to operate with a GROWTH MINDSET?

Then, you need to invest in creating a HUB OF KNOWLEDGE, a private internal Knowledge Base Wiki for your team.

There’s a demo website that you can look into and create your own internal Knowledge Base using Helpie.


A Personal Knowledge Base:

We know that Da Vinci, Richard Feynman were great learners.

How do we know that?

Mostly from their notes.

In this generation of digital immersion, however, you will be known as a great learner by how you collect, organize and process information digitally.

More specifically, your personal Knowledge Base.

If you are a researcher, Ph.D. student or a serious learner of any kind, you might want a place to gather all your learnings in a central place.


Now, you can do that in a web-based personal Knowledge Base system.

Why web-based?

With your Knowledge Base articles having links to pages all over the internet, it’s the ideal approach, and you can even collaborate with friends on specific topics.

Helpie has a comprehensive set of access control features including:

I. Access Restriction for Topics by User Roles:

This is perfect for you if you are creating a private WordPress Knowledge Base for your clients.

Or Maybe you are Coach or a Guru?

Then, you need this feature in your toolkit. Here’s what you can do:

STEP 1: Produce great content that delivers great value to your clients.

STEP 2: Use Access Controlled private Knowledge Base based website using Helpie.

STEP 3: If you need, use a plugin like MemberPress to manage membership to your website.

 

Ii. Access Restriction to Topics by Password Protection:

This is really handy if you want a quick setup of a private Knowledge Base.

Let’s say you want to give access to a specific Knowledge Base topic to your friends and only them. Not everyone wants to create a user account and go through that process.

A password-based access to Knowledge Base topics is perfect for this scenario.

Remember… Keep your passwords safe…. Always…

Feature #4: An amazing organization system

 

Data that are properly organized is information. And that’s when it’s really useful.

Let’s say you have 10 articles on various topics related to your product, and you just throw it out on a webpage. When your users start reading it without any context, they might get disinterested and leave your Knowledge Base.

Our mind remembers and engages with content by building relationships. A proper organization of Knowledge in your Knowledge Base is essential to keep your audience engaged.

Navigating information:

Using search is just one way to access information and it works well if your users remember related keywords to what they want to know.

What if your user is new to your field and has no idea where to start or how to approach?

This particular scenario of educating a new user is where a good organization/navigation system is incredibly valuable.

Inside Helpie WordPress Knowledge Base plugin, we do have the perfect solution by the name of Table of Contents.

What is Table of Contents?

A table of contents is a module which sits ( mostly ) in the sidebar of your entire Knowledge Base and has the topics, sub-topics, and articles organized in an hierarchical format.

Features you should wish for in a Table of Contents:

  • Automated jump-to links of subtitles inside each article. This feature would generate jump-to links in the table of contents when you add a subtitle using a Heading HTML tag ( H1, H2, H3, H4, etc. )
  • The ability to toggle the categories/topics so that if you have a long list of articles, you will be shown just the articles from one topic at a time
  • Highlight showing where you are in the entire Knowledge Base. This could be a highlight of the current article and the current topic/category
  • Ability to limit the number of articles shown in each topic/category in the table of contents
  • A fixed Table of Contents that stays fixed in the sidebar while you scroll the entire page

Feature #5: An easy interface to capture new information

wordpress-wiki-add-new-article-demo

Whenever you want an action performed better and more frequently, you need to have tools designed to make it natural.

That’s why an easy to use interface to capture and share new information is very essential.

The ability to add content from the front-end using a simple text-editor will make a huge difference.

For example, Helpie lets you give access to other users by their user roles and they can add or edit your articles from the frontend.

Having a collaborative environment will not only improve the quality of your Knowledge Base, it will encourage people to share more and learn more once they find that people are reading their work.

A Collaborative wiki website:

If you are an online multiplayer gaming fan, movie, sports team fan or anyone else who wants to create an online wiki where you can create and share content collaboratively, then you need this feature in your toolkit.

Wiki technology has not seen any exciting improvements over the last decade, but the WordPress ecosystem has.

You should seriously consider a WordPress based wiki with frontend editing.

Thought-Leadership inside your organization:

You should encourage leading skilled people to communicate their insights on various topics and help them to be recognized as thought leaders in your organization.

Collective ownership of your organization’s workings:
Imagine if only one person in your company knew how a particular piece of Devops worked.

 

And let’s say regretfully, she leaves your company. That’s a disaster waiting to happen if you don’t have a collective ownership of the process.

This goes across all scenarios like process management, data management, interpretation, etc.

Collective ownership of Knowledge mitigates this risk.

And an easy collaborative Knowledge Base interface is crucial to developing a collective ownership of Knowledge.

 

 

Feature #6: Feature to Brand/Style your Knowledge Base

“Design is the silent ambassador of a brand. “ – Paul Rand


Paul Rand is one of the most prominent designers of the last century having designed the iconic IBM logo, the logo for Steve Jobs’ NEXT company, etc.

He is a champion of consistency and design being a silent ambassador of a brand.

This is what you need in your Knowledge Base as well.

You need tools that help you design your Knowledge Base to be consistent with your overall brand.

Helpie Knowledge Base plugin comes with a set of tools that can help you here. These include:

Hero Customisation:
The Hero Customisation features let you add colors, color gradients, background images and vector images to customise your hero section across the entire Knowledge Base.

This is an excellent way to brand your Knowledge Base.

Main Categories Listing Options:

Depending on your user’s experience and your UX design, you can choose between 3 different styles of how categories are listed on your home page.

You can read more on Helpie’s categories listing options here.


Branded Knowledge Base = Better sales!

How?

Branding your Knowledge Base is especially useful for product websites which use Knowledge Base for their product’s documentation.

It’s because you can use your documentation to write on domain topics and establish yourself as a domain authority. This will create a strong affiliation in the user’s mind about your brand’s authority in that domain.

A great example for this is Moz, who create awesome blogs posts as well as have created a Knowledge Base for SEO called SEO Learning Center.

This is an excellent way to get the audience who are interested in your domain to get interested in your brand.

 

Feature #7: Feedback System

 

user-feedback-system-wordpress

 

Any system without feedback is a broken system.

That’s why you need strong feedback features in your Knowledge Base system.

There are 2 good sources of feedback,

Comments are an excellent way to get feedback and to understand what the users are thinking. Your users can suggest corrections, share their appreciation or even start a conversation around the topic. A good community can develop around your Knowledge Base topics when you have comments enabled and nurture the conversation.

Not everyone is willing to engage on that level though, most people just want to have minimum interaction.

Voting is a really good way to engage with such people. They can just share their emotions ( if you Knowledge Base supports emo-voting ) or show if they like or dislike the article.

Helpie comes with two voting systems, which are classic voting and emo-voting.

Other features you might consider are

  • Having an FAQ section in your Knowledge Base website
  • A recent articles section on the main page
  • A related articles module under each article

Why is Helpie the Best Knowledge Base Plugin for WordPress?

 

We don’t say that because it’s our product…

Well, maybe a little. But most importantly, its because it has the 7 core features that we talked about. And implements them much better.

If you are convinced that you need a Knowledge Base for your business, personal website, etc we recommend Helpie, the best WordPress Knowledge Base plugin. You can also use Helpie in combination with the suggested WordPress themes for your Knowledge Base here.

Helpie WordPress Knowledge Base plugin is an excellent alternative to Heroic WordPress Knowledge Base plugin and Pressapps WordPress Knowledge Base.

Now it’s your turn, tell us what you are looking for in a Knowledge Base software.


A Comprehensive Introduction to Knowledge Management [GUIDE]

When you joined your first company, you probably went through a training program that taught you what to do and how.

You probably also had a line manager who coached you on the job ball by ball.

As months grew into years you’d have realized that you learned quite a lot of additional stuff all on your own, or is it?

Knowledge management in an organization is a planned and integral part of continuous improvement ensuring every employee has all the information he needs to perform all the tasks his role demands and fill all knowledge gaps himself through a structured system of knowledge capture, storage, and transfer.

So the way information is stored on various drives, and internet sites are not by accident but to ensure continuous learning and analysis.

It took ten thousand failed attempts before Edison invented the light bulb but because the knowledge was captured we do not have to repeat them. Hence it is not just what went right but also what did not work that needs to be captured.

Still with me?

Let me walk you through what Knowledge Management is and what it means for your business, organization or team.

Knowledge Management Strategies

With employee turnover at all levels, knowledge management has attained strategic significance as large numbers of employees have to be continually brought on board and in real-time.

Loss of people means not just loss of Knowledge but also an integral part of how the organization is run.

Sometimes when key people leave the loss may not just be of knowledge of how the business is run or task performed but also of the vision or the strategic direction of the organization itself. This is especially the case in startups.

The strategy should hence be to provide the right information to the right people at the right time as a matter of choice and not by chance, by capturing, identifying and distributing company, job, research, project, sales, software etc. information in a structured manner so that an employee can take on the batten from another seamlessly.

This information will also form the basis of training modules for the induction of new employees into particular functions.

There are many basic Knowledge Management Strategies you could adopt or you could develop your own.

Knowledge Management Process

The knowledge management process of your organization has to deliberately capture information first and foremost.

Does everyone who has the knowledge or generates it by virtue of his role in the organization capture it? The answer depends on; whether he has to or not.

Let’s go back in time and see what we can learn.

Ancient Indian Vedic knowledge has been lost as the process adopted for its transfer was orally from father to son with no written records and shrouded in secrecy.

Knowledge is power not only for an organization but also for the individual wielding it and hence there would be resistance to documenting key information. This is the reason many organizations structure their deliverables in a manner that involves data or knowledge capture in some ways.

For example, the number of finished reports published, submitted, uploaded onto the SharePoint etc. as a means of quantifying performance and delivery of targets with the hidden agenda of knowledge capture

Next in importance is to structure the storage and retrieval systems.

There are many places the information can be stored, the company’s intranet site comes to mind immediately but various department team rooms and shared drives are nearer to the employee and more private in terms of access as the information is valuable also to a competitor organization and may need to be access controlled.

Companies which are complex in their structure and vast in their operations and reach also have very complicated knowledge management systems stage wise, encompassing all levels of the organization.

Even a secretary has information that has to be confidentially stored and transmitted to a new incumbent should there be a reshuffle or turnover.

Information is captured and archived by reference to author and keywords to ensure quick retrieval and identification. Key learnings are captured as a capsule in important areas of operation like manufacturing, Quality, and research to enhance usefulness.

Abstracts and summaries save valuable time giving out only the crux of the information stored and in a usable manner. Even the formatting of this information capture is controlled e.g., the format for a visit report, a note, a research report, a consumer insight report may be rigidly laid out to enable completeness in data capture and standardization in its content.

Helpie Knowledge Base plugin is an advanced WordPress Knowledge Management plugin helps you achieve this seamlessly.

In today’s flat organizations and networked culture, lateral and spider web collaborations have gained sudden importance.

 

How can you collaborate with many people working on similar things in your organization locally or even internationally?

Can you get a solution for your accounting problem form another peer overseas?

Can you ask an expert in another country why you are not getting the proper results from your equipment?

Can you look at the success of a consumer promotion on a similar product and in a similar geography and if not can you ask someone there?

Social internal communication platforms and chat rooms are now gaining currency everywhere where like-minded employees mentor, share and even train others apart from sharing valuable insights and information.

In some cases, experts are mapped out onto networks with workflows routed to them such that when someone asks a question related to their area of expertise the software automatically routes the query to them and they then will have to send in a response within a given time.

Someone once told me that anyone who spends five years in a department becomes an expert in his role. Leveraging this expertise for the larger interests of the organization is one of the objectives of the knowledge management system.

 

Importance of Knowledge Management

That’s fine, you say. But why is it important to you and your organization NOW?

When everyone who needs a piece of information knows exactly where to look and how to search the database or document management system and finds it, the company saves a very valuable resource: time.

While working on a project if you know all the different people in your organization who might have worked on a similar project or even the same project at a different time and all their learnings and conclusions, you may not perform have the tasks or experiments that you’d otherwise have had to do. This saves another resource: money.

As the awareness of Knowledge Management is steadily increasing, companies that use Knowledge Management are looking for people who are trained and have knowledge management certification to run their Knowledge Mangement system.

Knowledge Management Theory 

The most important theory about Knowledge Mangement you should know before you invest in it is this:

i.  Communication flow is used to organized Knowledge in your Knowledge Management systems

ii.  Knowledge Organization is almost a mirror of people organization in most parts of an organization

iii. A feedback system is a crucial part of any Knowledge Management system

The success of an organization depends on how it continually reinvents itself.

For this, all employees should know how to store and access knowledge within the organization. This helps to learn from the past and also to enhance performance in the future, in the spirit of an ever-transforming, ever improving and ever-growing organizational culture.

Knowledge captured can be systematically analyzed and used in the organization for decision making and training. Researchers are well versed with knowledge analyses.

They routinely use tools like meta-analyses of various publications in order to glean significant information first before even starting their next research project.

Employees at every level should be trained to perform this task as everybody cannot know what the organization as a whole knows. Knowledge in the brain is useful to only one and can be lost or forgotten but the same document can be useful to many saving efforts for a lifetime.

Analyzing information also reveals various patterns and relationships that can miss even a trained eye. This can be very useful in choosing between difficult alternatives and key decision makers.

Many a time this improves accuracy, reduces wasteful expenditure, retain or expand market share and ensures success in a highly competitive marketplace where being first time right is very valuable to an organization.

Analyzing the captured knowledge can also reveal learnings that can then be systematically transformed into concepts that eventually influence the work culture and content and the way we perform.

Experts then transfer this new understanding into their training programs to ensure dissemination at the right levels and times. Sometimes this is what makes the employee different from another in a similar role in a different organization.

Summary

What did the famous seer, Nostradamus see? What did he want to convey? What do we hence need to do? What should we be prepared for?

Although the internet is rife with various interpretations of his prophecies, the language used by Nostradamus in the writing of his scrolls and the intention of secrecy does not leave much on the table for the seeker.

Though current knowledge management practices have far evolved from the scroll times, we still grapple with the same issues of unwillingness to share valuable information, piracy, and storage in an unintelligible manner.

If people looking for your information are likely to miss it all together, misinterpret it or miss the point you’re trying to make, then an opposite effect of information for information’s sake leading to overload and apathy can overtake and ruin your knowledge management process.

A culture of reward and recognition for knowledge created should be followed by the recognition given to the employee for sharing this knowledge through all possible channels, like mentorship of other employees, documenting the knowledge within the company’s system and circulating the learnings through expert networks.

This can build peer pressure to goad even low performers towards continuous improvement which cannot happen without continuous learning.

Check out Helpie WordPress plugin, if you want a simple web-based Knowledge Management solution that works with WordPress CMS.


10 Outstanding WordPress Themes for your Knowledge Base [ REVIEW ]

Here’s a comprehensive review of WordPress themes for your Knowledge Base. You love Helpie and want to use it for your Knowledge Base website, now which theme would you use to compliment your overall website’s purpose and Helpie’s features?

If you haven’t previously heard about Helpie, Helpie is the most advanced Knowledge Base builder that works with almost any theme. You have got to check Helpie out first.

At this point in time, there are not many WordPress knowledge base themes that are outstanding. But here’s an exhaustive list of awesome free and paid themes that along with Helpie does an amazing job:

Astra WordPress Theme:

 

Astra WordPress Theme is a free, lightweight WordPress theme that was designed to work well with other plugins. Especially, Astra works very well with the page builder plugins.

Astra also works great with Helpie. We took it for a spin and found it very simple to setup and config. Do get started on a Knowledge Base right away using Astra.

 

Helpie-knowledge-base-with-astra-theme
Helpie-knowledge-base-with-astra-theme

 

PROS:

Made for page-builders and domain-specific plugins like Helpie:
Astra is built distilled down to the essentials of a good theme without trying to do too many things. And everything is built modularly keeping in mind the functionality of powerful page builders and other plugins. This is what makes Astra stand out.

Super lightweight, super fast and highly-tuned for performance:
The theme has a Google Page Speed score of 95%; the GTMetrics loading time is 400ms and with a YSlow grade of 91%. This is very impressive indeed. These values vary based on your server, website content, etc., still, this is a very good base score to have.

Astra uses vanilla javascript and hence no JQuery dependency is used.

Customisation:
Astra has the essential customization features that you would need in a plugin. This is sufficient for basic users, but we always have the option of using a page builder like Elementor.

Free:
Astra has a free version which is pretty good. There are also more advanced features in the pro version.

Sites to Import:
Astra comes with a lot of pre-made data + design content that can mockup a website. You can practically choose a site you like and get started in 2 minutes flat.

 

OceanWP Theme:


oceanwp-wordpress-theme

OceanWP started as a fork from another WordPress theme but quickly improved by leaps and bounds, thanks to some great work by the lead developer. OceanWP is also a free theme but has powerful addon extensions that you can get on their website. OceanWP theme is an excellent choice if you want to start an e-commerce website with an added documentation/Knowledge Base on it. And of course, it works well with Helpie.

Pros:
1. Powerful Extensions:
OceanWP theme has a lot of powerful extensions that you can use to customize your header, side panels for your widgets, Elementor widgets and more.

2. Excellent Support:
OceanWP’s customers rave about its support. That’s a good thing when you consider a new theme. Just check out the reviews in WordPress.org repository, and you can see their support as one of the elemental reasons that people love OceanWP WordPress theme.

3. E-commerce Support:
OceanWP has excellent compatibility with Woocommerce and other E-commerce plugins. It even has specific customization features for Woocommerce.

4. Super Responsive:
A lot of effort has gone to make this theme to be very responsive and also to add several responsive enhancements. For example, the responsive controls feature lets you control your element’s style properties, visibility, arrangements, etc.

 

GeneratePress:

 

 

With over 1+ million downloads, GeneratePress is an established name in the WordPress themes category. GeneratePress like Astra is a lightweight theme with the developer being more cautious to add more features that would make the theme bloated. On the other hand, GeneratePress has withstood the test of time and is still a well-respected theme.

We tried setting up GeneratePress with Helpie. It wasn’t hard, but we felt the style was pretty dry. This doesn’t matter much because you can easily customise styles with the inbuilt customizer features and a little CSS as needed.

Compatibility with Page Builders:
The main reasoning behind GeneratePress being lightweight is that it should make way for powerful page builders like Elementor to do their thing. GeneratePress has excellent compatibility for Elementor, Visual Composer and also Beaver Builder.

Excellent Support:
This is a recurring quality of the top themes we have tried; they have a commitment to providing awesome support.

Flexibility with features:
GeneratePress gives you the basic theme for free and gives you the option of adding powerful features by means of premium addons. You can get started with the basic lightweight theme and add only the specific features you need for each project.

Hestia:

 

hestia-wordpress-theme

 

Hestia is a material design theme brought to you by Themeisle with a free and pro version. According to WordPress.org, Hestia WordPress theme has over 50,000+ active installs and is slowly becoming the favorite free theme for professionals. There’s also a pro version of Hestia that comes with enhancements and additional features.

It has a slick design and is very easy on the eye as well. Hestia is compatible with Elementor, Woocommerce, Flat Parallax Slider among other plugins. The plugins named here are the ones that are most commonly used along with Hestia.

PROS:

Mega Menu:

If you like Mega Menus, you’ll love Hestia. Even with the free version, you get the Mega Menu. Now, you can add sub-menu, organize them, sort them and customize their style without a fuss. This is a standout feature from all other themes in this list.

Live Customizer:
Hestia’s integration with the Live Customizer is a gem among Hestia’s other features; you can easily customize many of Hestia’s widgets using the live customizer. About Us section, Your team section, Client Testimonials section, Ribbon section are few of the many widgets that are fully integrated with the Live Customizer. Thus, you could have full autonomy over the appearance of your homepage widgets.

Support:
The Themeisle team is renowned for their support, and there’s no difference in saying that Hestia is very well supported. Team Themeisle’s support policy is “Be like Blackbeard,” that’s to say that their support is as mighty as the pirate Blackbeard.

The7:

 

the7-wordpress-theme

 

The7 theme has been one of the highest selling themes on ThemeForest marketplace for a long time, and it doesn’t look like slowing down anytime soon. The7 is a rock solid theme with a ton of features. This is a great theme to use along with Helpie to build your Knowledge Base website.

PROS:

Built for Visual Composer:
The7 theme prides itself on its seamless and complete integration with Visual Composer and Ultimate addons. The theme’s various widgets are coded to be modular and completely customizable using Visual Composer.

750+ Theme Options:
The7 WordPress theme is one of the most customizable themes in the market with over 750 theme options. These options cover everything from Skins, Branding, Typography, Top Bar & Header, Page Titles, Sidebar, Footer & Bottom Bar, Buttons, Post Types, Woocommerce, Archives, Widget Areas, Import/Export Options, etc. The complete set of options is very exhaustive and gives you complete control over your website.

Design Wizard & Demos:
The7 theme has still more to offer, with the Design Wizard, you can setup boutique-quality designs for your website is a flash.

You also get over 30+ demo sites which you can immediately recreate with their setup files.

Premium plugins worth over $100 included:
The theme comes with premium plugins that we love. Some of the included plugins are Visual Composer Profession version, Revolution Slider plugin, Layer Slider, Go Pricing tables, Ultimate Addons for Visual Composer and the Convert plugin. These plugins alone might cost you over a hundred bucks if bought separately. That’s a great deal to get on top of a world-class WordPress theme for $39.

Bridge Theme:

 

bridge-wordpress-theme

The Bridge WordPress Theme is a multi-purpose theme for creatives by QODE, sold exclusively on ThemeForest. It’s has a clean design and sleek parallax animations that could make your website come off genuinely modern. It could be a little on the heavier side but not too much considering the smooth animations you get. The bridge is a great theme to complement Helpie if you sell technology or fashion products.

PROS:

Qode Slider:
The Qode Slider is a slider made just for Qode’s Bridge theme. Qode Slider is a perfect partner for the Bridge theme, more so than the other slider plugins out there. Qode Image/Video slider works exceptionally well.

Fully Customizable Headers:
The Bridge theme comes with a fully customizable headers feature that lets you choose from over 10+ header types. You can also customize the styles, layout, typography, skins, color, etc. If you are particular about how your header looks, Bridge is your theme.

With Bridge, you can also customize your title area and the mega menu. There are compelling features to let you add images, parallax, zoom effects and similar actions to your title area. Bridge theme has options to customize your mega menu for different screen sizes. You can change any style property for your mega menu with Bridge’s inbuilt features.

There are also more menu options to choose from; Left menu options and even full-screen menu options that give your control over your navigation and give your website a very distinguished look. It would appear as if your website is custom made and there would be no sign of a theme used on your website.

Shopkeeper:

 

shopkeeper-wordpress-theme

 

 

As you might have guessed, Shopkeeper is primarily a WordPress theme for your online stores. And over 18,000 people have chosen Shopkeeper as their theme of choice. With the Shopkeeper eCommerce Theme, you get a modern, minimal theme with most templates and functionality focussed on helping you build an online store.

PROS:

Product Layouts:

Shopkeeper’s strong focus on shopkeeping shows through its efforts on the template designs for the product page. It has over 4 template layouts for the product page. The designs work great for different types of products you might have on your online store.

Super flexible shopping layout:
With this theme, you can customize the shop archive’s grid with the inbuilt tools. Also since its very well integrated with Woocommerce, you can customize the product layouts in many ways. Shopkeeper also comes with a powerful filtering and sorting option set that sits comfortably in a sidebar.

The theme also comes with three types of loading which are classic pagination, infinite scroll loading and loading by load more button.

The product templates also have lightbox features for your products to help you see more without going to a particular product page.

Blog about your products:
Shopkeeper theme has three beautifully design blog layouts that complement the products layout and is ideal for you to blog about your products for your customers.

Catalog mode:
Some people choose to showcase your products on your website without selling them there. If you are one of them, you have your theme. Shopkeeper’s catalog mode lets you showcase your products without the purchase option, shopping cart or the payment gateways.

Kalium:

 

kalium-wordpress-theme

 

Kalium is a creative theme for professionals. This is a highly sort after theme by creatives and creative e-commerce website owners, especially of the fashion genre. Kalium is a fond product of Laborator, who have been selling in Themeforest since 2009. The folks from team Laborator like to name their products after elements of the periodic table with products like Kalium, Aurum, Xenon, Oxygen, Calcium, Neon, Zinc, etc. Apart from Kalium, I also recommend looking into Aurum, their minimalistic Woocommerce theme.

PROS:

Font Management Library:
One thing that sets Kalium theme apart from many top WordPress themes is its Font Management Library. Here’s what it has to offer:

  1. Google Fonts support with over 800 fonts available, updated regularly
  2. Typekit fonts support
  3. Font Squirrel support with over 750 fonts, updated regularly
  4. Premium fonts including Function Pro font family worth $149 with no extra charge
  5. You can even upload your own font

Header Types:
Your website’s header is a crucial part of its identity, and hence Kalium gives you a plethora of header types to choose from. Some header options include:

  • Minimal
  • Classic
  • Fullscreen ( left, center, right and inline )
  • Top Menu
  • Sidebar ( right, left )

30+ Layouts:
With over 30 layouts for projects and portfolio hand-crafted for creatives, you are sure to enjoy the varied choices you have. If you ever get more and want your own, you can build your own layout with the integrated Visual Composer support.

Awards:
You will be delighted to know that Kalium has been prized or nominated for top web design awards including Awwwards, CSSWinner, WeLoveWP, CSSAwards, CSSReel, CSSFox, etc.

Storefront:

storefront-wordpress-theme Continue reading…


Helpie1.2.5 Most Advanced Knowledge Base Plugin

On our constant Endeavor to make Helpie better and solve more problems we released Helpie1.2.5 on CodeCanyon. We discuss the major highlights of this release below, run along and you will not be disappointed.

1. Automatic Table of Contents

Let us say you are writing an Article called Automatic TOC, the moment you write a subtitle with tag h1(Select the sub-title and from the drop-down on the top left corner of the editor and select any heading name from the drop-down). This will help Helpie understand that the text is a Sub-title and it is automatically added as a subtitle in the TOC on the front-end.

TOC

 

TOC

Now see automatic TOC appear on the Front-end:

TOC on Front-end

2. New Welcome Area Styling Features

Helpie1.2.5 has a lot of new styling features for the Hero section, it helps you promote your brand and gels in with the overall brand you are building so well, you would be delighted.

You could tweak the Welcome Area(Hero) Styling from Dashboard Helpdesk -> Helpie Settings -> Styles -> Style Settings. You can also add a background image from the “Welcome area background style” drop down.

Welcome area styling

3. Knowledgebase stats module

You can turn on Knowledge base stats that show the number of articles, number of Contributors and the total number of topics in the Knowledgebase.

Stats module on main page

 

Turn on stats module by going to Helpdesk -> Helpie Settings -> Main Page -> Show Stats from the Dashboard.

Stats module

 

With all these features Helpie1.2.5 integrates so well with your website that you would forget it is a plugin. It also makes navigation easy and clearer with Automatic Table Of Contents. The stats module lets the data speak all the hard work that you have put into building a wonderful Knowledgebase. Try out Helpie 1.2.5 demo.

For any assistance, queries or feature suggestions please write to support@pauple.com.


Increase ROI using Helpie

We, at Helpie powered by Pauple, understand that one part of keeping your customers happy is to give them a very good product. The other equally/more important part is to provide them the best support possible. That is the reason we built this knowledge base.

When you want your customers to get clear, precise and up-to-date answers to their questions ASAP Helpie – the most advanced knowledge base is the answer!.

Below features of Helpie help will boost your ROI on customer support.

Keep Knowledgebase Fresh and Up-to-date with Helpie

With the front-end submission and editing, adding new articles and updating existing articles is all the easier.

You can add a new article from front-end using “Add Article” button. For the button to appear logged in user should have sufficient access privileges.

Helpie How to add article

You can easily edit an existing article using the three dots on the upper right-hand corner of the article.

You could also edit individual sections of an article using the pencil next to the text of a section.

Helpie edit article

Find out what your customers like the most

You can use Helpie insights to smoothly and elegantly see all the essential metrics. It helps you understand what your users love the most and enabling you to identify areas that need improvement.

The Metrics that are displayed on the Insights page are:

  1. User Happiness Index
  2. Most Searched Keywords
  3. Key Users
  4. Key Articles
  5. Frequently repeated Keywords

Helpie Metrics

Build a Self Service Portal using Helpie

We know that it would be great if your customers got all the information to solve their problem without having to look for support. That is exactly what this knowledge base enables you to build. You can rest assured that your support staff and customers find the relevant information in a fraction of a second with our powerful search.

Helpie Self service Portal

Use Helpie to build your customer base, keep customers delighted and propel your growth.

Having a Knowledgebase that throws exactly what your support staff or the customers are searching for garners good ROI on your support investments. This also keeps the support staff and the customers are delighted. Try out Helpie now!!


Helpie Most Advanced Knowledge Base WordPress Plugin 1.2.4

Helpie 1.2.4 is out and we will tell you what has improved in Helpie making it the best Knowledge Base plugin for WordPress indeed.

 

Modern Style Category listing of articles

Helpie now has a new Main Page Template called ‘ Modern’  category listing. In Modern, the main Category and the sub category will be shown. You can add a description for the main category if you want. You can a font-http://pauple.com/wordpress/wp-admin/post-new.phpawesome icon ( choose from 675 of Font-Awesome’s icons ) for main category from Dashboard -> Helpdesk -> Helpdesk Category.

Modern MP Template gives your user a super clear overview of the particular topic.

Helpdesk -> Helpie Settings -> Main Page -> Main Page Template

Selecting Modern Template in Helpie Backend

The listing with subtopics and brief description of the category all come up nicely on the Helpdesk Main page.

Modern template in action

Here Food, Getting started, OfficeWork and Roommates are the categories and the within each box are the articles that are present under each category.

 

 

Show Recently Published articles in the Main Page

 

You can now enable ‘Show Recent Articles’ option in Helpie 1.2.4 the option to display Recent Articles. To enable it go to Hepie backend -> Helpdesk -> Helpie Settigs -> Main Page -> Show Recent Aticles.

location to select Recent articles in backend

 

Once that option is enabled click on save changes and you will be able to see the recent articles. They appear below the Categories in the KB Main page.

Recent articles live on KB main page

The recent articles come up all graciously on the main page of the KB almost like magic 🙂

 

 

Helpie 1.2.4 Highlights the article you are reading in TOC

 

It is now intelligent enough to understand which article you are reading in a category and highlights it in the Table of Contents so that you can easily find your way. See how “Your First Knowledge base Article” is highlighted in Table of Contents.

TOC with current article highlighting

 

The Demo is always live if you want to try out!!