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 238 products
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Showing 1 - 20 of 238 products

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

4.60 (2639 reviews)

8 recommendations

LiveAgent

LiveAgent is an online Help Desk platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all a...Read more

Pivotal CRM

Pivotal CRM is a fully featured customer relationship management (CRM) platform suited to organizations of all sizes. Core modules include marketing automation, lead management, sales force automation, customer service and more....Read more

3.67 (6 reviews)

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Zendesk

Used by over 20,000 global companies, Zendesk has made a name for itself as a sophisticated, yet simple Web-based help desk solution....Read more

4.36 (2748 reviews)

8 recommendations

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SAP Customer Experience

Whether you’re a mid-market company looking for an on-demand CRM application or a large enterprise that needs a robust, end-to-end client management solution, SAP can meet the unique technology needs of your company. ...Read more

4.19 (206 reviews)

1 recommendations

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Maximizer CRM

Maximizer CRM is an integrated CRM solution that can be installed both on premise and in the cloud. It features sales management, marketing automation, customer service and support and business productivity tools....Read more

3.98 (302 reviews)

47 recommendations

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Cosential

For architecture, engineering and construction (AEC) firms looking for a cloud-based CRM solution built specifically for their needs, Cosential has built a comprehensive information management solution....Read more

4.39 (69 reviews)

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Oracle Cloud CX

For companies looking to meet the high service expectations of their customers, Oracle Cloud CX ensures that each and every customer is valued and supported. The customer experience suite gives businesses the tools needed to deliv...Read more

4.25 (14 reviews)

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PlanPlus Online

Offering a complete online solution for business collaboration and customer relationship management, PlanPlus Online combines personal productivity with company productivity to increase communication and productivity....Read more

3.95 (85 reviews)

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ServiceWise

ServiceWise by TechExcel is a cloud-based IT Service Management(ITSM) solution that caters to businesses of all sizes and helps them to automate and streamline their IT services and help desk activities with configurable workflows...Read more

4.67 (3 reviews)

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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

FieldPower

FieldPower is a cloud-based field service management solution that caters to organizations in the property management, utilities, energy and transportation industries, among others. It is also available for on-premise deployment. ...Read more

0.00 (3 reviews)

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Web+Center

Web+Center is an extremely affordable Help Desk solution that offers its customers an open database and source code architecture, leading to a highly configurable system that can be customized to each company's needs....Read more

0.00 (1 reviews)

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Freshdesk

Freshdesk simplifies customer support by centralizing all customer interactions into a single, affordable, Web-based solution. Phone calls, emails, Web chats and even social media outreach is fully supported in this solution....Read more

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Help Scout

Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers o...Read more

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Project-SalesAchiever

SalesAchiever is an on-premise and cloud-based customer relationship management solution for the construction industry. It caters to contractors, architects, property developers and building products manufacturers and suppliers. P...Read more

4.58 (6 reviews)

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Soffront CRM

Small to mid-sized businesses seeking a truly comprehensive Customer Relationship Management system should take a look at Soffront CRM. This web-based, user-friendly solution is easy to customize to your workflow....Read more

4.31 (24 reviews)

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Enghouse eKMS

Now part of Enghouse Interactive, SmartSupport Knowledge Management Solutions is a plug-and-play knowledge base solution that caters to businesses of all sizes across various industries. The solution lets users streamline customer...Read more

0.00 (12 reviews)

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IntelliResponse Virtual Agent

IntelliResponse offers an integrated suite of digital self-service and customer engagement solutions for connecting with both prospective and existing customers. IntelliResponse can support multiple communication channels, includi...Read more

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SolarWinds Service Desk

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

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GovQA

WebQA is a cloud-based CRM solution for small to mid-sized clients. The solution provides applications for customer service, account management, issue tracking and e-mail management. Employee provisioning allows support department...Read more

4.55 (11 reviews)

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Popular Knowledge Base Software Comparisons

Buyers Guide

Last Updated: March 09, 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.