Showing 1-20 of 227 products
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. The... Read more
Recent recommendations: 109 recommendations
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 streamline... Read more
Recent recommendations: 59 recommendations
Maximizer CRM is an integrated customer relationship management (CRM) solution suitable for organizations of all sizes across various industries. This solution can be deployed on both on-premise and in the cloud. Maximizer CRM features... Read more
Recent recommendations: 9 recommendations
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 automation... Read more
Recent recommendations: 7 recommendations
SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including contact,... Read more
Recent recommendations: 6 recommendations
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 includes an... Read more
Recent recommendations: 5 recommendations
Quick Base is an application development platform that enables people to build business applications without coding. The platform is cloud-based and accessible on any browser or mobile device. Users can build apps on Quick Base by... Read more
Recent recommendations: 4 recommendations
Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and... Read more
Recent recommendations: 3 recommendations
Cosential is a cloud-based CRM and proposal automation tool that allows business developers, marketers and principles to access and act upon the information specific to their role that compliments cross-functional workflows. The solution... Read more
Recent recommendations: 2 recommendations
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 case... Read more
Recent recommendations: 1 recommendations
TeamSupport is a business-to-business (B2B) support software solution designed to help companies resolve individual tickets while building stronger customer relationships. The solution goes beyond ticket management to streamline customer... Read more
SolarWinds Service Desk is suitable for companies seeking a help desk solution that offers IT service management (ITSM) functionalities. SolarWinds Service Desk offers comprehensive service desk functionality that helps businesses... Read more
Bloomfire is a cloud-based collaboration platform that aims to help enterprise employees search for information to do their jobs by connecting people with information and knowledge. Bloomfire delivers content management and social... Read more
HelpCrunch is a customer communication platform combining live chat, email marketing automation and a help desk in one solution. The solution helps support, sales and marketing teams to acquire, convert leads and support their customers.... Read more
Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and forms... Read more
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-market... Read more
InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or other... Read more
PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based option. Applications... Read more
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, guided... Read more
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 businesses... Read more
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.
A 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?
- Common features of knowledge base software
- What type of buyer are you?
- Benefits of knowledge base software
- Market trends to understand
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 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.