Knowledge base software is an online platform that serves as a data repository for helpful resources such as troubleshooting guides, articles, FAQs, product manuals, tutorials, documentation, policies, etc.
Knowledge base (KB) software centralizes and organizes information for businesses, improving customer service, internal processes, and knowledge sharing within the organization.
Geekflare has researched and listed the best knowledge base software based on key features such as content creation, search functionality, comprehensive indexing, content formatting, branding and customization, mobile responsiveness, and more.
- Document360 – Best AI-powered Knowledge Base
- Freshdesk – Best for Integrated Helpdesk Knowledge Base
- Zoho Desk – Best for Zoho Suite Helpdesk
- Zendesk Guide – Best for Scalable Support Needs
- KBase – Best WordPress Knowledge Base Theme
- KnowAll – Best for WordPress User
- Typeform – Best for Conversational FAQ
- HelpSite – Best for Simple KB Setup
- HelpJuice – Best for Easy to Use
- Flowlu – Best for Project-Focused KB
- HappyFox – Best for Integrated Ticketing and KB
- ProProfs – Best FREE Plan
- HelpScout – Best for Customer Knowledge Base
- Guru – Best for Internal Knowledge Sharing
- Show less
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Document360
Best AI-powered Knowledge Base
Document360 is an AI-powered customer knowledge base software that allows businesses to create a self-service portal with real-time search. One can deploy Document360 to host product documentation, user manuals, and FAQ pages for their customers to fetch relevant results in milliseconds, irrespective of the data volume.
Another feather in their cap is Eddy AI Assistant, which enables professionals to create content, suggest titles & tags, SEO meta descriptions, recommend articles, and more. On the front end, it helps users find answers with reference articles.
It has an extremely intuitive user interface, which makes managing and organizing your documents easy. Moreover, Document 360 comes with the following features.
- Markdown editor support
- In-built SEO to help articles rank higher in SERPs
- Custom domain for a seamless branding experience
- Flags articles for review
- Supports article versioning & change notifications.
- Contributor roles and permissions
- Ready-made integrations with Zendesk, Freshdesk, Slack, Drift, Intercom, Chrome, Microsoft Teams, and many more.
- Custom integrations with Javascript Snippet
Document360 enables you to build how-to guides, step-by-step instruction manuals, and detailed articles with embedded visuals for better user understanding. It perfectly suits various industries, such as SaaS, healthcare, legal, IT and consulting, education, and financial services.
A few more features include analytics, ticket defector, in-line comments, bulk operations, tag manager, article settings, etc.
Document 360 Pros
Offers a lot of features for a knowledge base, including markdown support, code block, callouts, custom favicon/logo, etc.
Intuitive and user-friendly interface
Provides a free plan for 2 users
Document 360 Cons
AI-powered search is not available in the free plan
Professional and business subscriptions are available in a yearly billing cycle only
Document 360 Pricing
Plan | Key Features | Monthly Price/Project |
---|---|---|
Free | Public knowledge base, 2 users, 1 workspace, 50 articles, 1GB storage | Free |
Standard | Unlimited articles, 50GB storage, custom domain, custom branding, AI-powered search | $149 |
Professional | Custom CSS and JavaScript, glossary, recycle bin, article redirection, smart bars, review reminders | $299 |
Business | Private knowledge base, custom pages, analytics, knowledge base widgets, ticket deflector, notifications | $399 |
Enterprise | Security groups, IP restrictions, auditing, custom email domain, localization, workflow | $599 |
Freshdesk
Best for Integrated Helpdesk Knowledge Base
Freshdesk is the ultimate provider of one of the best integrated helpdesk knowledge-base solutions. It drives efficiency through self-service content, allowing customers to resolve problems independently.
Freshdesk’s customer self-service portal offers faster issue resolution and an improved customer experience through features such as clear communication, an automated ticketing system, and interactive voice response systems.
Get AI-powered automation, multichannel support, analytics, reporting, etc. Establish a self-service strategy for your business by understanding your customers’ needs, utilizing AI-powered chatbots, integrating advanced features, giving multichannel support, and empowering support agents.
Freshdesk Pros
Provides mobile accessibility
Offers free plan for up to 10 agents
AI-powered automation
Add-ons available for your subscriptions
Freshdesk Cons
A large pricing gap between growth and pro plans
Tracking customer journeys is missing in free and growth plans
Freshdesk Pricing
Plan | Key Features | Monthly Price/Agent |
---|---|---|
Free | Integrated ticketing across email and social, ticket trend report, ticket dispatch, team collaboration | Free |
Growth | Automation, collision detection, SLA management, custom email server, custom SSL, track time | $15 |
Pro | Multiple products, up to 5000 collaborators, round-robin routing, customer journey, canned forms, custom objects | $49 |
Enterprise | Unlimited products, sandbox, audit log, skill-based routing, knowledge base approval workflow, IP range detection | $79 |
Zoho Desk
Best for Zoho Suite Helpdesk
Zoho Desk offers a systematic knowledge base for customer self-service by centralizing all tasks in a single place. It is known for the Zoho Suite Helpdesk, which empowers your customers and agents to resolve issues on their own, contributing to faster business growth.
Deliver consistent customer support 24/7 and improve response times to enhance your brand image and agent productivity. Zoho Desk helps you create a separate topic category and a sub-category for each specific topic under the main category.
Zoho Desk’s Knowledge Base Gallery stores all media content for unified content management. It allows for the personalization of knowledge base content for better customer understanding and accessibility. Translate articles automatically to more than 50 languages and differentiate translation status using color code identifiers.
Stay on top of the search results with Zoho Desk’s SEO optimization and collaboration tools and publish high-quality and accurate content. You can monitor knowledge base operations and set user access controls and permissions to ensure the right blend of transparency and security.
With Zoho Desk, sending accurate responses becomes easier for agents by suggesting articles based on customer queries. Agents, too, play a crucial role here in improving the knowledge base quality by converting article feedback into tickets automatically.
Zoho Desk Pros
No hidden costs, setup fees, or rigid contracts
Provides free trial
Offers discounts to educational and non-profit organizations
Provides automation features
Zoho Desk Cons
The user interface could have been more intuitive
The live chat feature is missing in the base plan
Zoho Desk Pricing
Plan | Key Features | Monthly Price/User |
---|---|---|
Standard | Advanced forms, 1 brand in social media, instant messaging | $14 |
Professional | 10 channels, 1 feedback widget/department, 10 advanced web forms/department, telephony | $23 |
Enterprise | 20 advanced web forms/department, guided conversations, live chat | $40 |
Zendesk Guide
Best for Scalable Support Needs
Zendesk Guide is a smart knowledge base for delivering exceptional customer self-service and best for your scalable support needs. It empowers your agents to maintain a fresh and accurate knowledge base and gives customers more freedom with ‘do-it-yourself’ service.
Zendesk’s help center plus knowledge base allows you to appropriately organize resources and answers so that customers can easily access them. With the use of Mobile SDK and Web Widget, build in-context self-service in your website or inside your product category.
Zendesk’s Team Publishing allows businesses to create and publish articles about product details, FAQs, and policies. It enables companies to update their self-service based on current events and customize their help center using themes. Businesses can target different audiences, brands, and regions and localize articles in over 40 languages.
Zendesk Guide offers AI-powered article recommendations, content cues, content blocks, analytics dashboards, skills-based routing, side conversations, and more. Industries like media, retail, healthcare, education, telecommunications, transportation, and more use Zendesk to provide better customer experiences.
Zendesk Guide Pros
Provides customer interaction details in the basic plan
Customizable customer-centric web interface
Clean layout and easy-to-use interface
Offers email, social media, phone, and chat all in a single place
Zendesk Guide Cons
High pricing and no free plan
Advanced features like multilingual support, skills-based routing, and contextual workspaces are available only on higher plans
Zendesk Guide Pricing
Plan | Key Features | Monthly Price/User |
---|---|---|
Suite Team | Ticketing system, help center, AI agents, prebuilt analytics dashboards, pre-defined responses, quality assurance add-on | $55 |
Suite Growth | Multiple ticket forms, SLA, light agents, business hours, self-service customer portal, CSAT | $89 |
Suite Professional | Customized and live analytics, integrated community forums, HIPAA-enabled | $115 |
Suite Enterprise | Sandbox, content blocks, dynamic and contextual workspaces, AI-powered content cues, custom agent roles | Custom |
KBase
Best WordPress Knowledge Base Theme
KBase is a WordPress knowledge base theme designed for customer support and documentation purposes. It can be used for helpdesks, community websites, Wikis, and document management systems.
KBase offers helpdesk tickets, a support portal, a support ticket WordPress, a help desk, tickets, and more. It lets your customers filter the search results based on custom values and categories. You will get the live search option for your customers to help them search related articles, pages, or posts from the search string.
Leverage 6 search types, 7 pre-designed demos, 3 banner styles, 6 footer types, etc. KBase also provides 500+ shortcodes, drag-and-drop, 2 types of article listing, 6 types of category listing, back and front-end editing, and more.
KBase comes with full-width and boxed options with 20+ skins, full-fledged BuddyPress and BBPress integrations, discussion forums with topics and groups, etc. You can display your services on your website with its portfolio and blog layouts.
KBase Pros
Provides customization options
Super-fast searching experience
After-sales support is available for 6 and 12 months
KBase Cons
No flexible pricing plans
Loading time depends on the WordPress server speed
KBase Pricing
Plan | Key Features | Pricing |
---|---|---|
Regular | Helpdesk support, 7 pre-designed demos, 3 banner styles, 6 search types, well-written codes, W3C validated | $69 |
Extended | Tons of shortcodes, drag and drop, 2 types of article listing, 3 types of article detail | $1200 |
KnowAll
Best for WordPress User
KnowAll is a knowledge-based theme for WordPress users that is developed and maintained by HeroThemes. This theme works well with Heroic KB and looks stunning on laptops, phones, tablets, and desktops. This means whatever device your customers use, they can easily access your knowledge base.
KnowAll allows you to personalize the theme to match your brand requirements. You can change the colors, fonts, logo, and more in a single click without coding knowledge.
Get valuable insights into published articles or FAQs to understand your customer behavior and interests. You will also get shortcodes like accordions, notices, tabs, and other essential features to improve customer engagement and experience.
KnowAll Pros
Offers categories and sub-categories for adding details
Provides a search widget for your customers with an auto-complete functionality
Get an option to add attachments to your knowledge base articles, FAQs, etc.
Offers 14-day money-back guarantee
KnowAll Cons
More expensive than other WordPress Knowledge base themes
No free version or trial
KnowAll Pricing
Plan | Key Features | Annual Pricing |
---|---|---|
Heroic KB Essential | Unlimited users, article attachments, glossary builder, plugin updates, standard support, FAQ builder | $149.50 |
Heroic KB Plus | Popular searches, empty searches, article feedback, transfer analytics | $199.50 |
Heroic KB Pro | Use on 5 sites, effortless customization, interactive knowledge, rapid response | $399.50 |
Typeform
Best for Conversational FAQ
Typeform offers an FAQ form template that helps your customers resolve issues by themselves with your conversational FAQs. It enables you to use your company branding, like colors, logos, text, etc., and embed it onto the email and web.
Giving your customer a better self-service experience with Typeform is smooth. Make forms that are easy to fill out, address people properly by their names, pace questions, and integrate forms with your workflow to boost efficiency and reduce labor costs.
Typeform is best for business owners, freelancers, and marketers who want to give their customers a flawless experience. It helps you turn your FAQ section into an engaging form to drive traffic, save time, and build trust. In forms, add images and other essential elements to help customers understand your products or services quickly.
Typeform Pros
Offers free plan
Provides an unlimited number of type forms and questions per Typeform in the basic plan
Allows presenting questions one by one based on customer needs
Integrates with more than 120 tools, such as HubSpot, Zapier, Slack, etc.
Typeform Cons
No user analytics
Live chat and priority support are absent from the basic plan
Typeform Pricing
Plan | Key Features | Monthly Pricing |
---|---|---|
Basic | Question branching /logic jumps, form metrics, recall information | $25 |
Plus | 3 users, remove Typeform branding, custom subdomain, premium themes, Brand kit | $50 |
Business | 10,000 Responses/month, drop-off rates, priority support, conversion tracking, and live chat | $83 |
Enterprise | Tailored response limits and seats, VIP support, HIPAA and GDPR compliance, SSO | Custom |
HelpSite
Best for Simple KB Setup
HelpSite helps you create an amazing FAQ site for your customers to find answers fast. It is best for a simple KB setup, allowing you to put up mobile-friendly, beautiful, and searchable articles on your support site.
HelpSite offers a smart contact form to assist customers with the articles they need, using AI(GPT4) to create knowledge base content. Its admin interface is user-friendly, allowing users to easily cover their support site with relevant answers and providing a fast search feature for finding articles quickly.
Get customizable features like a custom domain option, custom HTML/CSS codes, translation into other languages, logo updates, and more. With HelpSite, you can create multiple knowledge base sites, set up custom roles, and assign permissions.
HelpSite offers article-level and site-level privacy settings so that you can set up public/private settings. For example, create private documentation, a public FAQ, a private knowledge base, and a mixed privacy knowledge base.
HelpSite Pros
Fast initial setup
Provides API access
Guarantees reliability and high uptime
HelpSite Cons
Features like custom HTML/CSS, custom redirects, and custom roles and permissions are absent from the standard plan
Traditional user interface
HelpSite Pricing
Plan | Key Features | Monthly Pricing |
---|---|---|
Free | 1 team member, custom domain and SSL | Free |
Standard | 2 sites, custom domain, and SSL remove HelpSite branding | $14.99 |
Gold | 50 team members, 5 sites, custom HTML/CSS | $49.99 |
Plus | Custom roles and permissions, custom redirects, private and internal KB | $99.99 |
Enterprise | Unlimited articles, team members, prioritize support and feature requests, API access | Contact sales |
HelpJuice
Best for Easy to Use
HelpJuice is a knowledge base system that supercharges your customers and employees with helpful content. It offers easy-to-use content formatting and authoring options like version control, structuring content, controlling who is seeing which article, understanding content impact, and more.
HelpJiuce allows you to collaborate directly from the content and easily restore the history. It provides a wide range of functionalities, such as drag-and-drop files, interlinking articles, copy and paste from Images and Word, and troubleshooting several answers based on customer interaction.
Get customizable themes, expert customization, tracking employee activity, seeing what users are searching for, and more. HelpJuice lets your customers search for articles just like Google, supports PDFs, etc., without configuring anything. It also gives you API access to assign users to specific groups, create/delete articles, edit knowledge base settings, search the knowledge base, and more.
HelpJuice Pros
Offers advanced-level theme customization via liquid CSS/HTML
Provides custom favicon, logo, header, and footer
Allows you to enable private, internal, and public knowledge bases
HelpJuice Cons
Doesn’t support mobile application
The translation feature is absent in starter packs
HelpJuice Pricing
Plan | Key Features | Monthly Pricing |
---|---|---|
Starter | 4 Users, category insights, search insights | $120 |
Run-up | Free expert customization, Salesforce integration analytics, 12+ themes | $200 |
Premium Limited | 60 Users, auto translations, priority support, API integration, GDPR-compliant | $289 |
Unlimited | Unlimited users, free expert customization, enterprise SSO, Zapier Integration | $659 |
Flowlu
Best for Project-Focused KB
Flowlu is amazing project-focused knowledge base management software to transform your business through valuable content. You will get a secure, easy-to-use, powerful, and fully customizable KB tool that meets your business needs.
Flowlu allows non-technical and technical users to easily store and manage data in a single place. Preserve valuable, collective knowledge in KB and share it with the team, resulting in improved business efficiency.
With a smart knowledge base, you can help your customers view and access it anywhere on the web. This works as a self-service for them, saving time from waiting for a support agent. Flowlu arranges related articles into categories with its drag-and-drop feature to organize all the knowledge base articles. This helps your customers find the required queries easily.
Flowlu has a lightning-fast search functionality that enables your team and customers to find solutions in seconds. Its intuitive editor allows you to add personality to your articles with images, videos, tables, interlinks, and tags.
Flowlu Pros
Allows content optimization for search engines with metadata
Enables your team to evaluate the content for your customers
Offers automatic backups
Flowlu Cons
Steep learning curve
Features like custom logos, advanced reports, and user roles are absent from the base plan
Flowlu Pricing
Plan | Key Features | Monthly Pricing |
---|---|---|
Free | 1 project template, 1 knowledge base, 2 users, 1GB storage | Free |
Team | 8 users, time tracking, 2 knowledge bases, 3 project templates | $29 |
Business | 50GB storage, custom fields, task automation, advanced reports | $59 |
Professional | 20 project templates, custom logo, external user roles, unlimited knowledge base | $119 |
Enterprise | Unlimited users, 1000GB storage, formula fields, custom domain, IP whitelist, unlimited external users | $199 |
HappyFox
Best for Integrated Ticketing and KB
HappyFox is an integrated ticketing and KB software that promotes self-help by building an online KB for customers. It is simple, social media-ready, searchable, and responsive, even on your mobile device. Transform your general FAQ page into an excellent knowledge base section.
HappyFox provides a user-friendly interface for customers to easily find answers to their queries. It includes features such as structured indexing, auto-suggest, FAQ suggestions, and customization options to enhance user experience and build trust.
Get features like creating sections and articles, embedding images or videos, and providing an easy-to-use and easy-to-navigate knowledge CMS systems. HappyFox offers in-line search suggestions to save time for your internal teams and customers. It automatically generates related articles or forum posts.
Add relevant tags, additional links, content layout for your support page, Announcement Banner, SEO-friendly URLs, and more to customize your knowledge base and rank higher in the search engines. HappyFox also allows your customers to share your KB articles on social media with a click of a button.
HappyFox Pros
Enables you to add a support widget to your existing website for easy accessibility
Supports 14 different languages
Integrates with SaaS solutions like Google Docs and Analytics to provide deeper insights
HappyFox Cons
Categorize-wise statuses is only available in the Enterprise Plus plan
Insights into who is viewing which article is absent in HappyFox
HappyFox Pricing
Plan | Key Features | Monthly Price/User |
---|---|---|
Mighty | Omnichannel ticket creation, SLA, SSO, SSL, migration assistance, bulk editing | $26 |
Fantastic | Multi-brand Helpdesk, SLA breach notification, custom email queues | $39 |
Enterprise | Proactive agent collision, task management, asset management, uptime SLA | $52 |
Enterprise Plus | Agent scripting, all-time reporting history, 2TB attachment store, customer success manager | $64 |
ProProfs
Best FREE Plan
ProProfs helps you deliver self-help resources to your customers and reduces the number of support tickets by 80%, enhancing customer experiences. It offers the best free forever plan for small teams with useful, advanced features. It enables you to create user manuals, customer help sites, online documentation, and a private knowledge base.
With ProProfs, creating an information-rich and easy-to-navigate online knowledge base is easy in minutes. Use branding features for your knowledge base page and configure over 100 settings, including single sign-on, customizing HTML and CSS, security, and other elements.
ProProfs integrates with different tools like Wufoo, help desks, CRM, Google Analytics, and more to simplify your work. The online KB software provides 24×7 access to public and private self-help resources to enable agents to resolve issues instantly.
ProProfs boosts your team collaboration, enhances employee onboarding, and increases search engine ranking. Human resources, customer support, sales, call centers, IT companies, technical teams, etc., can use this knowledge base platform.
You’ll get 90+ languages support, security controls, customization and branding, centralized documents, analytics and reports, WYSIWYG editor, content authoring, roles and permissions, and more. It delights your customers with multiple tab views, multiple site searches, mobile support, help widgets, ticket forms, etc.
ProsProfs Pros
The free plan has advanced features like API, SSO, JWT, roles and permissions, workflows and comments, etc.
Flexible and follows security standards
Offers live chat and survey option
ProsProfs Cons
Team feedback is missing
A limited number of templates
ProsProfs Pricing
Plan | Key Features | Monthly Price/User |
---|---|---|
Free | Unlimited knowledge base, templates, public and private | Free |
Business | API, SSO, JWT, SAML, third-party integrations, workflow and comments, roles and permissions | $49 |
HelpScout
Best for Customer Knowledge Base
HelpScout is a customer knowledge base software that helps you build your own self-service help desk for your customers with online documentation, FAQs, user manuals, etc. It allows you to build a knowledge base site in minutes without coding.
HelpScout provides detailed analytics on customer visits to knowledge base pages, search queries, and information gaps. It also offers the Beacon help widget for easy access to articles on any site or in-app location.
Customizations are made easy with HelpScout. It offers tons of formatting and color options in a single place. You can use its custom CSS to make your knowledge base page visually appealing. Include your KB articles in your conversation by adding links to help customers.
HelpScout Pros
Offers an API and over 100 integrations in the basic plan
Provides world-class support tools for your teams
Customer-centric knowledge base software
Offers 30-day money-back guarantee
HelpScout Cons
Limited customization options
Charges extra for in-app messaging
HelpScout Pricing
Plan | Key Features | Monthly Price/User |
---|---|---|
Standard | Automated workflows, custom reports, API, Beacon help widget | $20 |
Plus | 5 Shared inboxes, 25 free light users, AI summarize, AI Assist | $40 |
Pro | HIPAA compliant, advanced API access, concierge onboarding services, 50 free light users | $65 |
Guru
Best for Internal Knowledge Sharing
Guru is a free, self-serve online library that contains useful information about your products, business operations, and services. It is best for internal knowledge sharing because you can easily gather, organize, and manage information for internal purposes.
Guru allows you to create FAQs, sales battle cards, knowledge base articles, how-tos, and step-by-step guides. Create articles directly or sync them from your employee intranet, web-based applications, or internal wiki.
Get powerful and intuitive search, knowledge verification, performance insights, templates, frameworks, and more. You can categorize your content to enable users to search for answers with a few clicks. You can also organize content based on popularity, usefulness, most viewed answers, etc.
Take advantage of analytics to understand what users search, the type of content they are looking for, and other details. This enables you to publish relevant content based on these insights. Guru allows you to control access permissions to create, search, and edit content.
Guru Pros
AI-driven platform with advanced features like AI search
Offers an auto-archiving option to keep the knowledge fresh, trustworthy, and relevant
Data privacy focussed platform
Guru Cons
Features like custom domain, content authoring, multiple tab views, etc., are missing
Advanced search filters are missing
Guru Pricing
Plan | Key Features | Monthly Price/User |
---|---|---|
Free | AI-powered search, Org Chart | Free |
All-in-one | Enterprise AI search, Collaborative content editor, Personalized activity feed | $15 |
Custom | Duplicate detection, AI-recommended experts, AI-powered content suggestions, Customization options | Custom |
Knowledge Base (KB) Software Comparison
Here, we compare the best knowledge-base software solutions based on pricing, search functionality, live chat, and target audience.
KB Software | Starting Price USD (monthly) | Search Functionality | Live Chat | Target Audience |
Document360 | $149 | AI-powered Search | Integration available | Developers, IT teams |
Freshdesk | $15 | Advanced search, Category-based navigation | Yes | Businesses of all sizes |
Zoho Desk | $7 | Automated article suggestions, Advanced search | Yes | Businesses of all sizes |
Zendesk Guide | $19 | Integrated search | Yes | Enterprises and Support Teams |
KBase | $69 | Ultra-fast search, Categorize-wise search | No | Internal IT teams |
KnowAll | $149.50 | Category search, Article suggestions | No | Internal IT teams |
Typeform | $25 | Form-based search | Yes | SME’s and Marketers |
HelpSite | $13.49 | Functional Search | No | Startups and Small Businesses |
HelpJuice | $120 | AI Search, Image Search | Integration available | Medium to Large Enterprises |
Flowlu | $29 | Categorize-wise search, Keyword-based search | No | Project management teams and Freelancers |
HappyFox | $29 | Auto-suggest, Intelligent search | Yes | Businesses of All Sizes |
ProProfs | $49 | Multiple site search, Smart search | Yes | Educational Institutions and Businesses |
HelpScout | $20 | Auto-suggest, search filters | Yes | Customer Support Teams |
Guru | $15 | AI-powered Search | Integration available | Internal teams and Enterprises |
Benefits of Knowledge Base Software
Knowledge base software offers a set of benefits that empower organizations to streamline knowledge management at lower cost:
Preserves Knowledge: A knowledge base is essential for storing and managing valuable organizational information, such as help articles, FAQs, and documentation, to prevent loss over time.
Employee Onboarding and Training: Organizations can streamline the onboarding and training process by storing content in a knowledge-based software solution, allowing them to easily provide on-demand training to new employees.
24/7 Customer Service: A knowledge base is a valuable resource for both customers and employees as it provides 24/7 access to information and solutions, reducing the need for constant support from the customer support team and team leaders.
Builds Authority: Publishing helpful content in your knowledge base shows expertise in your niche, enhancing brand trustworthiness and authority. This leads to higher visibility, rankings on search engines, more traffic, leads, and conversions.
Reduce cost: Decrease the need for phone or direct support by providing a self-service portal.
Knowledge Base Use Cases
The uses of knowledge base software include learning about the product, employee onboarding, team communication, and customer support.
- Product learning: A knowledge base system helps users quickly learn a new product, its features, and how to use it.
- Employee onboarding: The human resources team can utilize the KB system to easily onboard and train new hires. New hires can also help themselves by accessing answers to common questions related to leave policy, benefits, documentation, etc.
- Team communication: Employees can stay updated with recent developments using the KB system instead of relying on emails and follow-ups,
- Customer support: Agents can direct customers to the knowledge base for common queries and free up time for more important tasks.
Customer-Facing vs. Internal Knowledge Base: Differences
An external or customer-facing knowledge base is a hub of customer-centric information. It stores articles, guides, FAQs, and other content types helpful for clients and customers. It’s accessible to a wider audience or public and doesn’t usually need authorization or authentication, except for sensitive data.
On the other hand, an internal knowledge base is an employee-centric information hub. It stores an organization’s confidential data, policies, and other documents for organizational use. Accessing this data requires authorization and authentication.
How to Create a Good Knowledge Base
After choosing your preferred KB among knowledge base software options, consider the following points to create a valuable knowledge base for your customers and employees.
- Find your purpose: Figure out what problems you are aiming to solve and for whom (employees or customers) with your knowledge base resources.
- Finalize structure and style: To help users navigate through your resources, give a proper structure to your KB. Organize content based on categories, like product type, technology type, user skill level, etc.
- Set a writing workflow: Develop an editorial guideline, choose contributors, and start adding content to your company knowledge base. Ensure readability, avoid typos, keep titles and content descriptive, link helpful resources, add FAQs, and include high-quality visuals like screenshots and videos.
- SEO: Optimize KB for SEO with relevant keywords and other best practices.
- Improve: Seek feedback, fix issues, and frequently improve your KB resources.
How to Choose Knowledge Base Topics
Choosing the right topics for your knowledge base is crucial for providing valuable information to your audience. Here are some steps to help you pick the most relevant topics:
1. Analyze Trends: Look at user search queries, article traffic, social media comments, support emails, and user experience issues on your site. Pay attention to any interactions with customers or employees online or offline.
2. Run Tests: Conduct tests to understand what barriers users face in completing actions. Identify their struggles and reasons for opting out.
3. Use Tools: Utilize tools like Google Analytics to gather information on common problems faced by customers or employees. Document these points to build your knowledge base topics around them.
By addressing these problems with targeted content, you can create a knowledge base that effectively caters to the needs of your audience.
Frequently Asked Question
To create a knowledge base, follow these simple steps:
– Identify why you need a knowledge base for your business
– Choose the knowledge base software that meets your business requirements
– Understand your products/services and what customers generally want from your knowledge base content
– Determine various topics that can resolve maximum issues
– Organize the topics into categories and subcategories for easy navigation
– Write, store, edit, and publish your articles and FAQs
– Track customer engagement
– Use SEO practices to enable your customers to get answers instantly