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In Business Operations Last updated: March 13, 2023
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Create a knowledge base (KB) of FAQ (frequently asked questions) for your business

Well! The accuracy with ease with which you could solve the pain-point of the customer with solutions is all part of a good customer experience. A well-planned “Knowledge Base or FAQ section” is one of the self-service tools you could offer your customers so that they can find excellent solutions for themselves.

Furthermore, this is another way of having saved them time so that they could be confident in taking the necessary action. The knowledge-base is a motivational, educational, and organized guide covering all aspects of your products and service that a customer may interrogate for taking a decision or troubleshooting an issue.

Creating a good knowledge base

Before choosing a platform for Knowledge-base and FAQ, you want to consider a few essential points.

  • The Knowledge Base article format—A good user experience, design, and architecture
  • The readability of the documentation
  • Navigation and discoverability of the prominent articles
  • Good search functions
  • Link to helpful resources
  • A FAQ for most essential questions in the support-ticket system
  • Walkthrough videos explaining the functionality of the product or services.

Choosing the KB topics

How do you churn topics for your knowledge base?

Get started with digging into your database or CRM. Is there a bunch of questions that find a target on you to get answered? That’s probably your core topic for the knowledge base.

Additionally, you could envisage yourself or take a survey to get more relevant questions around the core topic to extend the help guide.

From a different perspective, you might want to take the help of the marketing funnel conversion inside your analytics and identify few bottlenecks for user experience and devise solutions accordingly in your knowledge base or FAQ sections.

Overall, whatever approach you take, should aim at making things easy for your visitors to generate genuine interest. By introducing the knowledge base and FAQ section in your business model, you’re making way for the users to venture inside the deep roots of your site. And that’s going to reward back in the form of revenue generation, surely.

Let’s explore the following platforms to create self-service knowledge bases that allow customers to efficiently find answers to their questions (the quickest and most cost-effective customer support method).


The knowledge base software lets you create a well-organized self-service knowledge base (published publicly or privately) with a powerful AI-based real-time search. This helps your customers to find solutions for their problems instantaneously using AI-powered search.

Despite the volume of articles in the knowledge base, the AI search engine will be able to retrieve relevant results in a fraction of milliseconds.

YouTube video

Search analytics is another important feature in this knowledge base. It will show the keywords frequently searched by users, how frequently certain ‘search keywords’ are used, and whether they can find the articles in your knowledge base and so on.

Another prominent feature includes – very simple user interface to manage and organize your documents.

  • Supports Markdown editor for efficient and structured writing.
  • SEO features will help your product knowledge base rank higher up in search engines.
  • Backup and restore
  • Article versioning
  • Customize it in a way that it aligns with brand guidelines

Furthermore, this incredible platform gives customized domains and gets notified of what exactly has changed in your knowledge base and more. Give a try!


Freshdesk lets you create a self-service experience portal to improve customer satisfaction. It’s included in their cloud-based helpdesk software, which supports the collaboration of all support channels from a single window.

The suite comprises of an impeccable congregation of intuitive features that focus on productivity and collaboration; it makes it easy for teams of all sizes to ensure a great support experience for customers.

They provide two types of solutions—enterprise and SMBs. The package solution for enterprise offers all viable features for world-class customer service—Setup and implementation, self-service, and global support. Moreover, they have gained recognition for their ability to provide adaptable services to track performance with metrics.

Additionally, for SMBs, they are committed to providing one solution to all your problems—Bring all your support requests onto Freshdesk – be it via email, chat, phone, or social media. Prioritize, categorize, and assign tickets automatically.

Other highlights include:

  • SaaS and Web Deployment
  • Training via documentation, webinar
  • 24/7 support
  • KB opportunities with network monitoring
  • Predictive Support

However, the good part is the entire package is affordable, and you can get started with their “Sprout Plan” is FREE.

Zoho Desk

Zoho Desk is a multichannel help desk solution from Zoho. It caters to businesses of all sizes. Above all, the major limelight of the platform is flawlessness in customer support tickets, a customer support portal, contract management, and report creation.

YouTube video

At the forefront, it assembles interactions from various media like e-mail, phone, chat, social media, forums, and forms and presents them in one place.

In the background, tasks such as ticket assignment, service escalations, notification rules, and time-based actions can be automated by setting workflow rules. When measuring performance is concerned, the package provides customizable and scheduled reports, happiness ratings, and a graphical dashboard for analyzing customer satisfaction.

To get an in-depth view of customer behavior,  You can also integrate this platform with clients’ in-house systems so that the customer information can be fed into tickets logged in Zoho Desk, which enables service agents to know more about the customers.

Moreover, there’re a few other highlights :

  • Zia—Artificial Intelligence for your customer service teams
  • Self-Service—Empower customers to find answers to questions on their own
  • Facilities with automation for workflow and customizations
  • Third-party integrations
  • GDPR  compatible and fully secured—to strike a balance between protecting customer data and giving your team enough flexibility.


Zendesk lets you create a smart knowledge base that not only empowers your support agents but also helps users who are interested in the self‑service knowledge base. This help center software assists you with customer experience strategy through the proper organization of necessary information.

As you create a knowledge base for your organization, it helps you keep the data fresh and updated so that it can be useful for the agents. 

YouTube video

These self-service KBs also offer a practical solution to the customers, as they get the freedom to help themselves according to their choice. As a result, you get a reduced ticket volume while the agents can offer meaningful support to the people with more serious and pressing issues. 

Zendesk knowledge base software lets you have control and flexibility over how you want your help center to look with customizable themes. Organize your KB content so the customers can easily find the right stuff. It also supports creating multiple help centers for different audiences or brands and allows you to create content in 40+ languages.


kBase is a knowledge base WordPress theme with Wiki, Helpdesk, Customer Support System, help center, or community theme. The main plus point with this is its incredible discoverability. As it is using a live Ajax search, you could swiftly filter the search results with categories and custom values.

Other prominent feature includes—FAQs, Knowledge Base, and Support Forums. You get to choose among a variety of knowledge bases with over 20+ skins. Other integration includes BBpress and BuddyPress Integration to create a seamless discussion forum.

For content formattings, there are three types of articles—default, advance, and modern. Using the different article search box functionality, the site will become ultra-fast in searching and locating the files or articles.


  • Responsiveness to all devices
  • Unique elements for a better user experience
  • One-click Installation
  • SEO friendly
  • E-commerce integrate functionality

Support Hero

Straight ahead, as the website speaks—” Get Less Support Tickets.” Support Hero is the in-App Knowledge Base to help you reduce the number of support tickets that you manage every day. Besides, the KB management functionality supports full-text search.

SupportHero:Full in-app support

Tutorials and FAQs are key to help your users discover your app’s features. But that’s only true if they are easy to find! Therefore, you don’t want to skip this platform if you’re looking for advanced features for self-help support. For instance, based on the results, you will create new articles and adjust/update existing ones or even update our applications’ features.

Other highlights include:

  • Advanced statistics for in-depth customer research
  • Traceability of user intent
  • Great Performance dashboard for the result overview
  • A favorite among SaaS founders

Beyond that, as they guarantee, it’s a great platform for profitable investment. So, catch them up with their plans suitable for you.


KnowAll is a modern, highly responsive, and SEO friendly with an incredible navigation system.  As a result, the discoverability is well developed to provide customers to find their answers with minimal support ticket generation.

KnowAll: The Wordpress Theme

Even more, the plugin includes facilities for instant answers and is easy to customize. Lastly, with all the basic features includes, this WordPress plugin introduces actionable analytics.  You could also find content gaps.

Other highlights include:

  • Related content suggests
  • Great customization for company branding
  • Actionable Insights with article feedback for better understanding

Furthermore, this incredible platform uses shortcodes such as toggles, accordions, tabs, and notices for better customer experience.


Do you want to share information through forms, or want surveys to be easy, fun, and flawless on any device? —Then TypeForm is your bait.

TypeForm : FAQ Templates

Furthermore, this incredible thing integrates with over 500 of your favorite apps. So, be it sending data to MailChimp to build your list, Google Sheets for analysis, or Salesforce to personalize your customer experience—TypeForm has it all for you.

Additionally, you can use loads of templates for different purposes like surveys & questionaries, lead generation, or anything creative.

In particular, market analysis is indispensable for data collections, and thus, you don’t want to miss out try these products. In detail, they allow integration with sites like MailChimp or HubSpot, and that’s going to add more value to your email marketing and lead generation strategies.

TypeForm is a great one-stop solution for techies.


HelpSite is a simple service to help you set up the perfect support center or “help site.” It focuses on three major things— FAQs and knowledge base, a smart contact form, and a fast search box.

HelpSite:An awesome Support center

Of course, the website hosts a congregation of guiding documents as well. Apparently, as per them, their USP is they offer the ability to use a custom domain.

Besides, they’ve got an incredible ticket management system for a smooth workflow.


There’s no better option if you’re specifically focussed on “Knowledge Base Software” —HelpJuice even customizes your knowledge base for you. It is suitable for businesses of all sizes and in any industry segment. Furthermore, it includes applications for the creation and management of both internal and external knowledge bases.

HelpJuice: The Knowledge Base Software

The tagging feature allows you to tag questions in multiple relevant categories. The system begins searching for the top topics and articles based on the search query.

Subsequently, this software package makes it easy to understand the “How-to-do” thing through various resources and examples on the site as a means of training.


Flowlu makes it easy for technical and non-technical users to manage any type of data or information in a consolidated knowledge base, connecting people with internal resources.

FlowLu: The Free KB

The program has additional built-in tools – for instance, mental maps and agile-module.

Other highlights include:

  • Online Finance management system—improve your Cash Flow using powerful reporting.
  • Impeccable Collaboration tools—Conversation is the best way to start collaboration on a task or a document.
  • Third-party integrations—ZenDesk, Google Drive, Online Payment integration.


Happyfox provides help desk and ticketing solutions to businesses across various industries, including computer and software, education, travel and leisure, media and publishing, energy, retail, and more.

HappyFox Software

Happyfox comes with various help desk integrations. For instance, as you enter the apps directory, you could explore the third-party integrations like Zapier for automation of tasks, or Shopify—if you’re e-commerce.

ProProfs Knowledge Base

ProProfs Knowledge Base is an easy-to-use tool packed with bespoke features that delight you at every step of the knowledge base creation process. It is intelligently designed to help you create stunning public or private self-service knowledge base and FAQs for your customers and employees.

The best part about this knowledge base software is that it’s incredibly easy to set up. All you require is an internet connection and a device to get started.

What gives this tool an edge over others in the industry is its professionally-designed templates, AI-generated reports, and compelling integrations with popular tools such as Zendesk, Google Analytics, Jira, and many others.

Key Highlights:

  • Google-like search
  • Workflows to ensure thorough article reviews
  • User management and collaboration system
  • Compatible with multiple devices
  • Revision history and version control
  • Conditional content rules to control content visibility
  • Single sign-on for user authentication
  • SEO features to optimize your knowledge base for search engines
  • Multi branding

You can also turn this knowledge base software into an all-in-one customer support tool by using it in combination with ProProfs Help Desk and Live Chat. Give your customers a 360-degree support experience wherein they can self-serve, chat with your agents, and raise tickets – all within your knowledge base.

You can get it started with a free plan.


I hope the above-listed tools help you to create a fantastic knowledge base or faq for your business. Most of them offer a free plan or trial, so try them and see what works the most for your requirements.

You may also explore how SaaS business can use a knowledge base to delight customers.

  • Pallavi Priyadarshini
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