A knowledge base (KB) is one of the most important factors for improving the efficiency of a company and how it serves its clients. In a digitalized world, it is a must-have to facilitate customer relationships that help your business grow.
Do you know why? It helps you simplify your customer service. Along with this, it helps businesses deliver a better customer experience (CX). As a result, overall engagement increases, which leads to higher lifetime value.
In fact, knowledge base software helps your clients to find a solution as they find a problem or whenever they have questions. It is a self-explanatory repository of information your clients can refer to and get solutions.
Now, if you are looking for the best knowledge base platforms to offer better customer service in your business, here you go! We have you covered with some of the best advice and platform recommendations. Keep reading to take a look!
Before that, let us understand the knowledge base a bit and how it can help you improve customer service in a digital fashion! Remember, positive customer perceptions help your business extend lifetime value (LTV).
What’s a Knowledge Base
In a nutshell, we define a knowledge base as a platform that includes frequently asked questions (faqs) and answers, guides, interactive forums, videos, documentation, and more.
Not just that, it allows users to search for a question and find the answer related to it. Businesses can keep it public or private based on how they see it.
With the help of modern knowledge base software, this becomes easy to manage, including managing permissions and privileges.
For instance, a private repository would help you access it based on the password or security requirements of your organization. A public knowledge base would always be free and accessible anytime, anywhere.
Why businesses need a knowledge base software
Using internal and external knowledge bases makes sense for many reasons. It is key to maintaining a solid knowledge management strategy.
For instance, when you look back, there was a time when you had to go through long profiles and user manuals on paper when you purchased a product.
It had a lengthy user guide or manual that helped us through every step of installing and using the product. Still, users could opt for the call service if they had related questions.
On top of this, it was hard to retrieve customer feedback that could help businesses improve the experience. The type of positive customer experience that builds loyal customers.
Now, that’s a faded story.
Today, thanks to different knowledge base tools along with marketing automation strategies focused on the customer’s needs, the case is different.
Customer-centric businesses are intentionally improving after-sales support through thoughtful touchpoints across the customer journey.
In fact, in my experience, good knowledge base solutions increase your chances of closing more deals. But not only that, but they also become amazing tools that ease upselling and cross-selling.
So, whenever possible, use your marketing automation tools with your knowledge base to not only deliver a better experience but also generate more sales.
This is especially true in B2B sales, where sales teams are often asked by potential customers if their company provides a support portal and training material.
As a result, they are meeting customer expectations when buying a product or service. Also, associated operations and support costs decrease, which helps them be more efficient.
Today’s consumers want answers fast.
With a knowledge base, whenever a user has a query, they can find answers in the knowledge base with relevant articles about the user’s concerns and questions.
Similarly, users and customers can immediately raise a ticket and get an immediate solution. There is no better way to improve customer loyalty.
This gives a sense of better customer support and service than competitors.
In many cases, the customer service team will redirect users to an online repository with relevant articles where they can quickly get the information they are looking for.
Well, it’s very clear. More than 50% of businesses like to give support with a knowledge base as it simplifies much of the work.
Businesses need a knowledge base software to provide customer service because it helps to make sure that customers can easily find the answers to their questions.
This can save businesses time and money, as well as improve customer satisfaction.
Best features you can look for in a knowledge base software:
There are a variety of knowledge base software platforms available, each with its own advantages and features.
- A knowledge base software needs to offer user-friendly search options.
- It needs to allow advanced and first-time users to easily access the backend and dashboard for easy information retrieval.
- A good knowledge base solution helps you import information with a few clicks.
- In customer service, storing, accessing, and analyzing analytics is key to understanding your customers.
- It should allow customers access to information from any device.
- The best knowledge base software in the market allows users to interact with the organization.
- Make sure these tools easily integrate with other marketing and customer relationship tools you use or plan to use. For example, with personalized video software like Pirsonal.
- Modern knowledge management systems offer direct-to-customer communication tools (emails, chat, WhatsApp, and more).
- Up-to-date knowledge base software and platforms offer easy ways to share and display interactive videos. Interactive videos help you enhance the customer experience because customers choose how they want to be helped based on their current stage in the journey.
Since we are a video software company, let me share one or two tips regarding how to use video in your knowledge base.
Watch the following video to learn what’s the right way to do it:
Using video as part of your customer service strategy will make things easier for both your customer support teams and your customers. Video content is easy to understand, share, and consume, which makes it a perfect fit for any digital knowledge base.
With these best features, you can get an amazing knowledge base platform that helps your users with a reliable system, and in return, you can offer the best customer service with ease.
Best Knowledge Base Software Platforms
Now let us look at some amazing knowledge base platforms that help you out with exemplary customer service.
Yorodesk helps you to deliver phenomenal customer service. It is a cloud-based SaaS help desk software that presents you with the easiest way to deal with customer queries.
With an inbuilt knowledge base and a repository of information for your commonly asked questions, it presents an easy way for your service team to handle the support instances.
It helps you to bridge the gap between the client and vendor. Overall, you enjoy the best customer service and an automated system with much less turnaround time.
With seamless integrations and a user-friendly platform, it serves the need of the hour for you and the client.
Budget-friendly and helps you to deliver extensive customer service.
It has access to the repository of commonly discussed questions and answers where users can find the answers and resolve the problem.
Seamless integration and omnichannel support are key differentiators for the platform. I found this resource where they explain more about page omnichannel support.
When you think of customer support and ticketing systems, ZenDesk is a top choice as well. The ease of integrating the knowledge base with different platforms is key.
Seamless integrations and ease of accessibility are also key factors why businesses prefer Zendesk for their knowledge repository.
It comes with a complete package of customer support, ticketing, and automation. Hence, the cost factor would also be slightly high compared to others.
Also, it is well suited to advanced systems, which means in-depth knowledge is required to understand the system.
Helpjuice is a SaaS-based supporting system with a preliminary knowledge base repository dealt with for beginners.
It is well suited for small and medium businesses with limited customer queries. It is very much user-friendly.
It is enriched with a Google-like platform where the search is made easily accessible. Here are some other features:
- Searching is key and made user-friendly
- Reporting and analytics are superb in helping you take decisions wisely
- Little expensive with limited features that it offers.
Also, it comes with many design fronts that give it an impressive platform, but the cost is a factor to be considered.
#4 HubSpot Service Hub
Are you planning to bring all the support channels into one place? This is the solution.
Hubspot Service Hub. It centralizes your data and makes the knowledge base even bigger and wider.
It is inbuilt with a knowledge base, conversational platforms, shared inboxes, and much more to make your customer service very effective.
It helps you build the best practices document with ease for your service.
Not just that, but it also helps you with your search engine ranking.
And Built-in reporting dashboards are always crucial for managing performance.
Easy to use and easily customizable option for your business. But the budget is a little higher when compared to similar marketplaces.
Document360 is a premium, classy platform used by Microsoft and Harvard University.
It can handle the technical feasibilities of the documents and help the user move ahead with the service. It has some best-in-class features like ease of use and a friendly platform for techies and exclusive analytics and feedback options for improvements.
Auto suggestions are included in the search, so users can easily get what they want.
It allows the options to create private or public knowledge bases depending on the need.
If it’s for internal needs, you can opt for private. If it can be commonly accessible information, it can be made public.
HelpSite you get a simple and intuitive platform that helps you to derive simple, frequently asked questions, databases, and repositories.
It also helps you create stunning and mobile-friendly pages that act as landing pages for your brand when a search pops up.
It is user-friendly for you to search easily and find the answers quickly and easily.
The unique differentiator is the smart form’s capability that helps you get the information in less time. But no analytics are included in the platform.
Although it’s best suited for internal purposes, Tettra also helps you deliver a superior digital customer experience.
It helps you create the knowledge base intended to be shared between the internal staff to make the orientations simpler and user-friendly.
Empowering your employees with the best training and orientations is best suited. Some of the best features that differentiate it are:
- It helps you with robust search,
- Easy integrations with Slack, Gsuite, and more,
- It helps you with team collaboration.
Wordpress is one of the most user-friendly platforms for creating a knowledge base. This is what we use here at Pirsonal.
It helps you with extensive features and third-party integration, which is cheaper and budget-friendly to comply with your business.
The best part is that it helps you create the template of your choice and make it presentable so that users can easily relate to your brand and find solutions effectively.
So, over to you now!
Once you clearly understand what a knowledge base platform is and what difference it can make in helping your business deliver superior customer service, you need to choose the best one that satisfies your business objectives.