Demand for self-service information is at an all-time high. The self-service client software market is expected to reach $ 35.90 billion by 2028, and end users are driving this demand.

The need for knowledge base software has spread to all industries. In response, there are now a multitude of tools that offer solutions. Because every business has a different set of needs in terms of answering questions about their products and processes, each tool tailors its software to meet specific needs.

What is a knowledge base?

A knowledge base is a centralized repository that stores information and content on a particular subject or topic, typically a product. Companies produce this informative content to help customers and employees find answers without picking up the phone, waiting for an email response, or disturbing someone around them.

A knowledge base can exist as software, live on a website, or integrate with other systems, such as a customer relationship management system or support ticket.

What is knowledge base software?

Knowledge base software is a specific type of knowledge management platform for self-service information storage and sharing and can be cloud-based, self-hosted, or hosted by a third party. This category of software creates knowledge bases that can be searched and updated, and some include additional features such as FAQs, tutorials, and the creation of internal wiki pages.

What are the different types of knowledge base software?

Although most knowledge base tools work the same way, they come in different configurations. For example, there are internal and external knowledge base software, as well as stand-alone software and all-in-one solutions.

  • Internal knowledge bases may require login credentials to access information and the content is private.
  • External knowledge bases do not require login credentials and are open to the public.

There are plenty of knowledge base tools that allow you to create public and private content, but not all of them do.

  • A stand-alone knowledge base software is a dedicated tool for the sole purpose of creating, maintaining and managing a knowledge base.
  • Multifunctional tools provide knowledge base software as part of a larger set of tools.

Knowledge Base Software Features

Today there are many knowledge base software options on the market with different features or specializations, but they all have a few things in common. The best software to build a knowledge base will be:

  • Quick and easy to use interface for your employees and customers.
  • easy to integrate with other tools and software in your technology stack
  • SEO optimized
  • easy to use search engine
  • simple content creation, editing and updating
  • analytical on the use of the knowledge base
  • corporate backup and security functions

Best Knowledge Base Software in 2022

Although many knowledge base tools share similarities, some are better suited than others for different applications. We’ve covered seven knowledge base software options to consider below, listing where each tool excels the most.

1. Help Scout

The best knowledge base software for customer support.

Help Scout is a comprehensive customer service platform, and part of the platform is our knowledge base software: Docs. Docs is flexible and easy-to-use knowledge base software that lets you create internal and external knowledge base articles in minutes.

You can quickly upload images and videos to articles to further enhance the content, and you also have access to Beacon. With Beacon, you can embed a chat-style widget on any page of your site or app so that visitors have direct access to your knowledge base library without having to click away from the page they’re on. .

Docs also integrates seamlessly with our shared inbox. Agents can share links to knowledge base content directly in customer email conversations without copying and pasting, reducing response times and complications.

Best of all, when you sign up for Help Scout, you get access to the entire customer support platform for about the same cost as most stand-alone knowledge base software, and often even less.

Price: Starting at $ 20 per user / month.

2. Docs360

The best knowledge base software for companies.

If you are looking for standalone knowledge base software, Docs360 might be a good choice. They have an easy-to-use interface and search capabilities, and you can create internal and external knowledge bases using their tool.

Docs360 also offers more advanced features such as location, IP address restriction for security, and in-depth analysis. However, they charge per project (a project is basically a knowledge base) per month, and the base fee is quite high, so it might not be a viable option for small businesses.

Price: From $ 49 per project / month (two users included).

3. Zendesk

Best knowledge base software for very large teams.

Zendesk is one of the oldest but still the most popular customer service software solutions on the market. It offers a knowledge base that can be targeted at employees or customers, and its software integrates with many different applications. Its list of knowledge base features includes customizable branding, content management, analytics, customer feedback, and full-text search. Zendesk also offers a community forum option so that you can create a login space for your customers.

Price: Starting at $ 49 per agent / month.

4. Helpjuice

Best standalone knowledge base software.

Helpjuice is a popular SaaS platform specializing in knowledge base software. They provide software for businesses with large teams. It also has a very easy to use knowledge management system for beginners.

One of the best features of Helpjuice is its customer service. They even offer free customization to set up your knowledge base quickly and easily. And it promises a 5 minute response time to your support tickets.

Helpjuice is a cloud-based knowledge base system. This means that you don’t have to do a lot of heavy work to get your knowledge base up and running.

In fact, Helpjuice’s customer support team will even set it up for you. All you have to do is register and create an account. Then follow the step-by-step instructions to build your knowledge base.

You can also self-host Helpjuice on your own servers. His team offers to help with the transition if necessary.

Pros

  • Suitable for beginners: Helpjuice has a very simple user interface and an easy-to-use editor for beginners. You can use it to create, format and edit content effortlessly.
  • Google-like search: Helpjuice claims that its search feature is just as innovative as Google search.
  • Multiple Layouts – Unlike most other platforms, Helpjuice lets you choose from dozens of themes to customize your knowledge base layout.
  • Analysis: Helpjuice provides detailed information about statistics from its knowledge base, even for searches.

Cons

  • Expensive: At $ 120 per month, Helpjuice is the most expensive option on our list. Which is not very user friendly for small business owners.
  • Limited functionality: Helpjuice has limited functionality compared to WordPress. It also only supports some third-party integrations.

Price:

Helpjuice pricing plans start at $ 120 per month for up to 4 users. $ 200 per month for 16 users. And $ 499 per month for unlimited user access.

5. HubSpot Service Hub

HubSpot Service Hub brings all your customer service data and channels together in one place. Customers of all sizes trust the product for its knowledge base, conversation tools, help desk, customer surveys, reports, and more.

Using the Service Hub knowledge base functionality, you can easily build a library of help articles for customers to help themselves. Customize the appearance of pages, make adjustments for different device sizes, and structure your pages to rank well on Google. You’ll also get built-in reporting dashboards to manage all-in-one performance.

It’s easy to get started with the cloud-based HubSpot platform. Create a free Service Hub account or schedule a demo for the HubSpot team to help you get started quickly with the knowledge base.

Once you’re in the app, HubSpot is designed to be easy to get started, regardless of your knowledge base experience. You can import articles with one click from other tools, create templates, and start creating answers to your customers’ questions.

Pros

  • Easy to Use and Customizable – Easily create templates and knowledge base articles. Customize the look of the knowledge base to suit your brand and organize everything using categories and tags.
  • All-in-one platform: Service Hub includes all the tools a customer service team needs, from help desk to live chat and surveys. Plus, it’s all based on HubSpot’s CRM, giving your business a unified view of customer interactions, from marketing to sales to service.
  • Multilingual Support – Create and manage a knowledge base to respond to your customers in the language of your choice.
  • Analytics – Find out what terms customers are searching for, monitor article performance, and watch video engagement to analyze your efforts and see where you need to create new articles.
  • Private or public: Restrict access to articles so that pages are only accessible to certain people.

Cons

  • Expensive for Small Businesses – Although Service Hub starts for free, the Knowledge Base is only available on Professional and Enterprise plans, which can be costly for small businesses.

How to choose the right knowledge base software

Different teams have different needs, so there isn’t one knowledge base software to rule them all. That said, there are three things we think you should consider when buying knowledge base software: value, flexibility, and ease of use.

Value

To measure value is to ask the question: is it worth what I pay for it?

For example, $ 300 might seem like a lot for a pair of pants, but what if they come with a guarantee that they will perfectly meet your needs and be replaced for the rest of your life? life every time? So $ 300 doesn’t sound too bad.

With knowledge base software, comparing tools based on value rather than cost can shed some light. For example, two options might cost the same, but if one gives you access to other tools besides the knowledge base capabilities, it’s probably much more valuable, making it the better option.

Flexibility

There are many ways to think about flexibility.

First, you can consider how many different functions a tool can perform. With knowledge base software, you might wonder if it is useful for internal and external knowledge bases. You can also think about how it integrates with other tools that you could use in parallel.

Second, you can assess how much a tool will grow with you and your needs over time; There has to be a balance between buying now and in the future.

If you have a team of five, buying for the possible future of a team of 500 may not be pragmatic. But buying a tool that can meet your needs for the next 12-18 months is probably a smart move.

Easy to use

The simple truth of any software is that if it is difficult to use, no one will use it. This truth applies to those who use it indoors as well as those who use it outdoors.

With knowledge base software, you need to consider the experience of creating and maintaining content, as well as the experience of finding and interacting with content as a customer.

The only way to really know how easy or difficult it is to use something is to actually use it. After making a short list of options, try each of them. Gaining hands-on experience with a product will give you a lot more information than any demonstration.

You should also ask to see existing examples of knowledge bases created with your software. This way you can also get a better idea of ​​how a customer would experience the interaction with the product.

conclusion

Investing in a new tool is always a great decision. It takes time, money, and energy, so there’s a lot of pressure to get it right. Make sure you define your needs and goals early on. As you learn more about the different products, some of them may change, so you need to be a little flexible as well.

When considering options, be critical, get feedback from others, and take your time. It can seem overwhelming at times, but as long as you have a solid game plan, we’re confident you’ll make the right decision.

What makes a good knowledge base?

A knowledge base is a library of information about your product or service. It helps customers find answers to solve problems on their own and — if you do it right — a good knowledge base can scale out your customer support program while improving the overall customer experience

What is another word for knowledge base?

Body-of-knowledge, knowledge domain, MetaGenie, domain, data base, MetaLib, conceptualisation, practical knowledge, expert system and database.

What are the three major types of knowledge management systems?

There are three major types of knowledge management systems: enterprise wide knowledge management systems, knowledge work systems, and intelligent techniques.

What is an example of knowledge management?

An example of a knowledge management system is Tableau’s knowledge base. It includes a search feature so users can get answers to specific solutions as well as top articles and product-specific navigation. … For a technical product like R Studio, these can sometimes be the highest value customer education assets.

What are the four components of knowledge management?

The best four components of knowledge management are people, process, content/IT, and strategy. Regardless of the industry, size, or knowledge needs of your organization, you always need people to lead, sponsor, and support knowledge sharing. You need defined processes to manage and measure knowledge flows.

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