Knowledge Base Software

Knowledge base software is a tool that helps users create and manage a support website where customers can search through issues and find answers on their own. The software also allows managers to understand the search trends, and thereby come up with more topic ideas for the support website.

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Showing 1 - 20 of 239 products
Showing 1 - 20 of 239 products

Shape

Shape's cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable for b...Read more

4.88 (33 reviews)

87 recommendations

Thryv

Thryv is an all-in-one business management solution designed to help small businesses with essential business functions. With Thryv, business owners can expand their online presence, improve any customer relationship, and streamli...Read more

4.22 (399 reviews)

55 recommendations

Zendesk Sell

Zendesk Sell (formerly Base) is the web and mobile-based customer relationship management application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Th...Read more

4.29 (138 reviews)

49 recommendations

Salesforce Sales Cloud

Grow your revenue and profits with intelligent sales automation with Sales Cloud. Help every rep be more efficient. Close more deals. Collect cash faster. Boost growth and profit with intelligent automation and integrated tools fr...Read more

4.38 (17094 reviews)

25 recommendations

CentraHub CRM

Centra Hub CRM is a solution designed to help businesses of any size streamline sales, customer service, and marketing processes. It can be hosted on the cloud or installed on-premise. With live dashboards, custom reporting, and a...Read more

4.05 (21 reviews)

15 recommendations

SalesNOW

SalesNOW is a mobile-friendly CRM solution designed for workforces on-the-go. The system has apps tailored specifically for Android, Apple and Blackberry phones and provides users access from any connected mobile device....Read more

4.63 (83 reviews)

12 recommendations

Chime

Chime is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Chime ...Read more

4.27 (60 reviews)

12 recommendations

monday.com

monday.com, an award-winning collaboration and project management platform, helps teams plan together efficiently and execute complex projects to deliver results on time. monday.com team management and task management tool allows ...Read more

4.58 (2531 reviews)

11 recommendations

Workbooks

Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specifically at mid-...Read more

4.35 (106 reviews)

7 recommendations

Creatio CRM

Creatio CRM is a no-code powered suite of high-end products for marketing, sales, and service automation to automate the entire customer journey with a maximum degree of freedom. •Marketing Creatio - a ready-to-use platform to ...Read more

4.76 (87 reviews)

6 recommendations

Software pricing tips

Read our Knowledge Base Software Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

BNTouch Mortgage CRM

BNTouch Mortgage CRM is a fully integrated digital mortgage system, CRM, marketing, and POS tool offering a comprehensive mortgage business growth platform for loan officers and mortgage companies. BNTouch Mortgage CRM includ...Read more

4.50 (37 reviews)

5 recommendations

Quickbase

Quickbase is a low-code application development platform that enables organizations to unite information, people, and workflows within distribution in a single, cloud-based platform. Unlike traditional software solutions, Quickbas...Read more

4.45 (243 reviews)

4 recommendations

Skynamo

Designed for manufacturers, wholesalers, and distributors, Skynamo is an all-in-one mobile-friendly field sales platform that allows field teams to easily capture orders and access accurate product and pricing information from any...Read more

4.44 (16 reviews)

3 recommendations

Akero

Designed and developed exclusively for student-specialist marketers and recruiters, Akero helps you improve marketing performance and increase student enrollments. It’s an easy-to-use, subscription-based platform that sits as an e...Read more

4.80 (10 reviews)

3 recommendations

Issuetrak

Issuetrak is a flexible issue tracking software solution that can be configured to suit the needs of a variety of industries and usages, including IT Help Desk, Customer Support, Project Management, and more. Issuetrak can be dep...Read more

4.54 (172 reviews)

1 recommendations

Document360

Document360 is a cloud-based help desk solution that enables users in businesses across various industries to create, collaborate and publish self-service knowledge bases for their products. Features include content management, gu...Read more

4.68 (90 reviews)

1 recommendations

Rock Solid

Rock Solid OneView is a Microsoft Dynamics-based citizen engagement platform that helps citizens and local governments work as one. Rock Solid tracks citizen interaction and unifies departments to address their needs. It offers ca...Read more

No reviews yet

1 recommendations

Zoho CRM

Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and marketing automation tools with helpdesk, analytics and customer support functions. Zoho CRM helps users respo...Read more

Dynamics 365

Microsoft Dynamics 365 is a cloud-based CRM ecosystem for small, medium and enterprise organizations, with a focus on Sales, Field Service, Customer Service complete with strong integrations with Microsoft’s other Office 365 offer...Read more

Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, soc...Read more

Buyers Guide

Last Updated: June 29, 2022

 

Are you a customer support manager struggling with resource-crunch?

Are your agents tired of answering the same questions over and over again?

Do your customers need to wait a long time for customer support, resulting in poor customer experience?

If you answered 'yes' to any of these questions, you'll need to find ways to free up agents' time to manage increasing workloads efficiently. Otherwise, you'll need to hire more agents, adding to the costs of your customer support operations.

One way of doing that is to provide your customers with a self-service support website, where they can search for answers to their questions.

knowledge base solution helps you do that—without requiring you to have technical expertise. It lets you create a support website where you can list frequently asked questions (FAQs), helping customers find answers to their questions all on their own.

A knowledge base solution gives you a double advantage: While your agents save time per issue fielded, your customers will not need to contact support agents for more straightforward technical issues.

To help you select the right knowledge base solution for your business, we've created this guide that covers the basic information related to knowledge base solutions.

In this guide, we'll cover:

What is knowledge base software?

Knowledge base software is a tool that helps users create and manage a support website where customers can search through issues and find answers on their own. The software also allows managers to understand the search trends, and thereby come up with more topic ideas for the support website.

Managing content on knowledge base website

Managing content on knowledge base website in KnowledgeOwl (Source)

Common features of knowledge base software

The first step for selecting the right knowledge base software for your business is to understand the essential features of the software. This knowledge will help you select the products that can help you automate knowledge base functions based on your business needs.

According to our research, below are the common features of knowledge base software:

Website management Helps you create and host a website where customers can search support-related materials by performing keyword search.
CMS integration Lets you add a customer support section to your existing website. For instance, if you host your website using WordPress, you can add a section where customers can find FAQs and access support guides.
Reporting Provides you with reports on customer support website parameters such as the number of searches and daily visitors. This feature also helps you identify frequent search terms, providing you with topic ideas for support guides.
Multi-language support Lets you create knowledge base content in different languages. You can also let users switch to different languages from the support page itself.

What type of buyer are you?

After you've read about the features, the next step is to understand the types of knowledge base software buyers. This will help you understand the software type you need to invest in.

According to our research, the following are the types of knowledge base software buyers:

  • Standalone knowledge base software buyers: These buyers already have a help desk or ticketing system for managing customer support requests, and want to add a self-service knowledge base section on their support website. These buyers should look for the products listed on our knowledge base directory page.

  • Full customer support system buyers: If you are currently using manual methods for managing customer support requests, and need to digitize your help desk ticketing and knowledge base function, a knowledge base solution will not suffice your needs. You need to check out help desk solutions with knowledge base functionality. The caveat here is pricing—if these solutions fall outside your budget, you can look for a free help desk solution, and invest in a knowledge base solution that integrates with it.

Benefits of knowledge base software

After you've gone through the list of features, the next step is to understand the benefits of knowledge base solutions. This will help you understand how the software will be useful in different areas of your customer support operations.

Following are the key advantages of using a knowledge base solution:

  • Reduced agent workload. Since knowledge base software lets customers handle a lot of queries by themselves, they will not need to interact with an agent directly, thereby freeing up agents' workloads. They can focus on difficult issues while allowing customers to find answers to the easy ones on their own.

  • Lesser response time of the customer support team. Since knowledge base software frees up your agent's time, they will be able to pick up incoming support requests faster. This will result in a shorter wait time for customers and improved customer experience.

  • Lower cost of customer support operations. By freeing up agents' workloads, the software increases your support team's capacity for handling more inquiries. This reduces the need for hiring more customer agents for managing increasing workload, thereby reducing the costs involved in adding new employees.

Market trends to understand

The last step is to understand the relevant market trends. This knowledge will help you select vendors that are currently working on incorporating these technologies into their offerings, thereby providing you with an early adoption advantage.

According to our research, following are the biggest trends in knowledge base software space:

  • Video content is the future of knowledge base support. While customers can read text and understand instructions, they can still have trouble following through the technical steps it takes to resolve issues. With the help of video content, you can make the steps engaging, thereby simplifying even the more complex issues. For instance, the agent can create a walk-through video of the process, which customers can follow along to fix the issues. Since this will significantly improve the effectiveness of self-service support, we expect video-based knowledge base management solutions to become mainstream by 2022.

  • Chatbots to improve efficiency of knowledge base software. Chatbots can help you add a human touch to self-service support. For instance, an AI-based chatbot can interpret a customer's query, sift through the knowledge base resources, find the solution, and present it to the customer in a conversational way. This allows your customers to find resolutions to their issues faster and quicker, thereby improving customer experience. With vendors such as Acquire.io and Zendesk making efforts in this direction, we can expect chatbots to become core functionality by 2021.

Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.