16 best knowledge base software

A well-rounded knowledge base acts as the cornerstone of any organization’s self-service blueprint, housing a comprehensive repository of information that can be used to assist end-users, support internal teams, and train chatbots. These bases often include a plethora of useful resources, such as frequently asked questions (FAQs), how-to guides, troubleshooting tips, and video tutorials, that are on hand 24/7 to provide individuals with assistance.

There’s no shortage of knowledge base software currently available on the market, all offering different features; some emphasize powerful search functionality and AI-driven tools, while others might prioritize multilingual capacity and search engine optimization (SEO). So how do you decide which solution suits your unique business needs?

Today, we’ll dive into what knowledge base software is, the features that drive its effectiveness, and the top 16 systems currently available to you.

What is knowledge base software?

Knowledge base software is a specialized tool designed to unify all of an organization’s information, making it easily accessible and manageable. It functions as a repository where data, documentation, and resources can be stored, categorized, and retrieved efficiently. Knowledge bases are often leveraged by businesses to streamline internal communication, manage customer support queries, and document best practices.

By providing a structured environment for information, these solutions help ensure that valuable knowledge isn’t lost and can be quickly accessed by those who need it.

What is a knowledge base (KB) platform?

A knowledge base platform is a self-serve online repository of information about a topic, service, product, or department. It contains helpful information that customers and employees can use to find answers to commonly asked questions. An efficient knowledge platform supports multiple learning formats, including solution articles, FAQs, product manuals, tutorials, videos, and troubleshooting guides, all categorized into distinct folders or themes.

Why is knowledge base software important?

By storing critical resources in a single, searchable repository, knowledge bases empower both employees and customers to find answers quickly without needing to consult multiple sources or reach out for direct assistance. This streamlined access to information not only reduces the time spent on repetitive inquiries but also enables users to solve problems independently, leading to faster resolution and improved satisfaction.

Additionally, knowledge base software allows teams to document their expertise and insights, creating a living repository of collective knowledge that can evolve. This documentation helps in preserving institutional information, which is particularly valuable when onboarding new employees or when experienced team members leave.

Top 15 knowledge base software

1. Freshdesk

Freshdesk is the market’s premier help desk solution, empowering businesses with an abundance of self-service resources, internal collaboration features, and automation tools to assist live agents. A robust knowledge base acts as the cornerstone of Freshdesk’s self-help offerings, providing flexible hierarchies, extensive customization options, and our convenient Email to Kbase feature.

Organizations can also use their knowledge base as the foundation for their Freddy AI-driven chatbot, which is available around the clock to provide instant resolutions to a variety of user issues. To boot, Freshservice is available at a wide variety of manageable price points, ensuring that it's accessible to businesses operating on all types of different budgets.

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Key features

• Email to Kbase empowers agents to convert their ticket replies into knowledge articles as they reply

• Flexible hierarchy enables organizations to structure their base and categorize the content for easier navigation.

• Freddy AI-based chatbot leverages natural language processing (NLP) and machine learning (ML) to naturally respond to users around the clock

• Feedback mechanism automatically notifies writers about suggestions on their articles so they can implement them

• Solution article analysis monitors article metrics like number of views, likes, and dislikes

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Pros

• Multilingual capacity allows companies to display solution articles in any dialect configured in their helpdesk

• Teams can set up their support portal to auto-suggest solutions that are in line with a customer’s specific query

• Offers option to import an existing knowledge base onto your Freshdesk account

• When changes are made to a master article, writers can mark other translations as outdated to let others know it needs to be updated

• Extensive reporting and analytics empower teams to analyze articles to identify what content is helpful and where knowledge gaps exist

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Why customers rave about Freshdesk?

Freshdesk offers all of the self-service tools necessary to ensure that end-users can answer questions in their preferred method at any time of day or night. Our powerful knowledge base makes it easy for internal staff to create and update, and for customers to access and navigate to find the information they’re seeking. 

But don’t just take it from us—satisfied client, Amanda C., praises Freshdesk’s ease-of-use and self-service resources, saying, “As a daily user, what I appreciate most about Freshdesk is its user-friendly interface, the impressive new AI summarize feature, and the comprehensive integration of tickets, chats, phone, and knowledge base, all in one platform. Additionally, their great support team adds immense value to the overall experience, providing excellent assistance and guidance when needed.”

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2. Freshdesk Omni

Freshdesk Omni enhances its knowledge base capabilities significantly through integration with Freddy AI. This AI-driven approach to the knowledge base allows for dynamic content creation and management, ensuring that the information provided to customers and service reps is always relevant and up-to-date. Freshdesk Omni's knowledge base is interactive and adaptive. Freddy AI can analyze incoming queries to identify gaps in existing content and suggest new articles or updates to existing ones. This ensures that the knowledge base evolves with customer needs and the changing landscape of the business.

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Key Features

• Text generation and summarization

• Built-in AI to assist agents 24/7

• Omnichannel customer service 

• Conversational chatbots

• Customizable self-service portals to connect customers to community forums, a knowledge base, and more

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Advantages

Freshdesk Omni enables easy access to its knowledge base across multiple channels, ensuring that customers can find answers through their preferred medium, whether that’s through a self-service portal, chatbot, or direct interaction with a customer service representative. This accessibility improves customer satisfaction and reduces reliance on direct contact for common questions and issues. Moreover, Freshdesk Omni’s ability to generate actionable insights with Freddy AI Insights allows companies to make informed, data-driven decisions, optimizing service delivery and performance.

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Why customers rave about Freshdesk Omni?

Customers highly praise Freshdesk Omni for its comprehensive approach to managing the entire customer service journey, from initial contact to resolution. Freshdesk Omni's self-service automation, powered by Freddy AI Agent, offers faster, more personalized solutions on any channel. Additionally, Freddy AI Copilot, an always-on AI assistant, enhances agent productivity by suggesting responses and recommending actions, enabling a more personalized and proactive customer service approach. Freshworks also excels in team collaboration with its advanced ticketing system, which uses AI to assign tickets efficiently and helps teams resolve queries swiftly. 

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3. Confluence by Atlassian

Confluence, developed by Atlassian, is a versatile knowledge base software that excels as a collaborative workspace for remote teams. It is particularly suitable for users of Jira software, offering robust security features and flexible hosting options, including cloud storage and self-hosting through Confluence Data Center. Primarily aimed at facilitating internal knowledge sharing, Confluence supports project management, organizes content in team-specific spaces, and allows for controlled access to different articles with customizable permissions.

Key Features

• Can create RSS feed

• Commenting for authorized users on knowledge base articles

• Blog updates and notifications

• Integration with Jira 

• Content library and automatic versioning 

Pros 

• Pre-made templates

• Easy organization of articles into hierarchies

• Page watching 

Cons

• Grouping feature can be difficult to understand, according to some users

• Lacks comprehensive employee onboarding tools

• Search function can be inaccurate.

4. HubSpot

HubSpot Service Hub provides customer service software that features a knowledge base tool, consolidating customer information into a single platform. With HubSpot, you can effortlessly transform your FAQs into a comprehensive, searchable repository of solution articles, video tutorials, and guides

Key Features

• Built-in reporting dashboard 

• Multilingual knowledge base

• SEO recommendations for optimizing articles

• Able to tag articles with relevant search terms

• Customizable to a brand with CMS editor 

Pros 

• HubSpot’s Smart CRM for recording viewed articles

• Built-in reporting dashboard 

• Impact tracking 

Cons

• Form submission in a ticket can be complicated to reply to

• Automation is not always trustworthy, according to some users

• Personalization for views and fields is lacking

5. Document360

Document360 offers a knowledge management solution that enables you to create an online self-service knowledge base for customers and employees. It features document access control settings and optimizes content for multi-device accessibility. Additionally, Document360 includes version control to help your team manage document edits and updates effectively.

Key Features

• Real-time search

• Remote access 

• Page analytics

• Content categorization and customization

• In-content feedback

Pros 

• Content editor available 

• Knowledge sharing 

• Versioning and version history 

Cons

• Some features are only available through add-ons

• Incorporating feature images into an article can be challenging, according to some users 

• Limited depth of analytics 

6. Proprofs

ProProfs knowledge base software is designed to help teams develop extensive internal knowledge repositories and manage online documentation with ease. It promotes knowledge sharing and enhances teamwork by improving internal collaboration. The platform’s intuitive tools and user-friendly interface make it simple for organizations to maintain up-to-date and organized documentation. Moreover, ProProfs facilitates a culture of continuous learning and communication within teams, boosting overall productivity and efficiency.

Key Features

• Online document software for categorization of content

• Ready-to-use templates

• Privacy control 

• Reporting capabilities

• Collaboration tools so teams can work together

Pros 

• Immediate content updates 

• Simple and intuitive editor

• Templates for advanced customization to brand needs

Cons

• Lack of control over notifications

• Some templates lack customization 

• The free plan offers very limited features

7. Whatfix

Whatfix is a powerful digital adoption platform that seamlessly integrates with existing knowledge base systems and content management software. This integration enables users to directly embed their documentation within Whatfix applications, enhancing accessibility and user engagement. By incorporating real-time support and guidance, Whatfix helps to streamline the learning curve and boost productivity. This capability is particularly useful for organizations looking to improve their software adoption rates and ensure that employees can easily access necessary information right within their workflow.

Key Features

• Self-help widget for searching for questions in the app

• Community forums 

• Survey implementation

• Audio-visual walkthroughs

• User segmentation

Pros 

• Multilingual

• Behavior-responsive messaging

• Proactive customer support 

Cons

• Content creation platform can be complex 

• Learning curve for CSS functionalities 

• Content crawling is often time-consuming

8. ServiceNow

ServiceNow offers a traditional yet scalable approach to building knowledge bases for both teams and customers. Its platform facilitates the entire knowledge management process, including the creation, categorization, review, and approval of articles. Users have the ability to search for, browse, and provide feedback on content. For organizations seeking Knowledge-Centered Service (KCS) validation, ServiceNow provides a robust framework that meets these requirements effectively. This makes it an excellent choice for companies prioritizing structured and validated knowledge management practices.

Key Features

• Able to integrate with Microsoft Word Online 

• Loom predictive intelligence

• Feedback management tools

• Knowledge-Centered Service v6 verified

• Group ownership capabilities

Pros 

• Reusable knowledge article content blocks

• Translation management 

• Easy to integrate 

Cons

• Managing deployments can be complex and overwhelming 

• Complicated user interface

• Distinct learning curve for many users

9. Bloomfire

Bloomfire offers a centralized, searchable platform that consolidates company knowledge, enabling support teams to provide high-quality, relevant services. The platform's user-friendly nature is enhanced by its social media-like features, allowing users to engage with content through likes, shares, comments, and follows. Bloomfire enhances content visibility and accessibility by indexing every word and transcribing videos within the system. Additionally, it allows for the creation of custom questions and answers, which are then turned into searchable content, further improving the ease of information discovery and use.

Key Features

•  AI-powered search functionality

•  User-generated FAQs

• AI-powered authoring tools 

• Automated content tagging

• Generative Ai summarization

Pros 

• Series creation and linking to form content threads

• Integrated media support

• Moderation tools

Cons

• Cost may be too expensive for some users

• Initial learning curve 

• Search function does not always yield accurate results

10. Guru

Guru's internal knowledge base platform excels at capturing and organizing information into easily digestible "cards" that team members can access. It gathers data from existing knowledge bases, collaboration tools such as Slack, and even customer inquiries from the internet. Additionally, Guru leverages AI technology to identify experts within your organization who are best equipped to respond to specific customer queries, streamlining the process of finding the right information quickly.

Key Features

• Slack integration for real-time notifications 

• AI-powered answers

• Engagement analytics

• Org chart

• HRIS sync

Pros 

• Easily connected to existing apps and tools

• Multichannel and available on Slack, Teams, or the Guru App

• Personalized dashboard

Cons

• Restricted tool availability for employees

• Support can be slow and time-consuming 

• Search function can be complicated

11. Helpjuice

Helpjuice is a customizable knowledge base software that emphasizes collaboration and brand alignment. Its editor allows users to tailor typefaces, layouts, and colors, ensuring the knowledge base reflects the brand's style. Team members can collaborate on articles, manage versions, and control editorial access. Helpjuice also features robust search capabilities and an analytics dashboard to monitor top customer queries, facilitating targeted content curation. Additionally, its support for multiple languages helps cater to a diverse, global customer base.

Key Features

• Authoring and content formatting

• Intelligent analytics

• Unlimited text formatting

• Able to publish multiple versions of an article

• Articles can be set to public or private

Pros 

• Easy to structure content 

• Analytics and able to see article views

• Commenting feature for better collaboration

Cons

• Search algorithm struggles in the face of grammatical errors and misspellings 

• Lack of variety in themes and templates

• Editor is not easily customizable 

12. Zendesk

Zendesk provides customer service software that includes a knowledge base designed for both employees and customers. It features a community forum where customers can engage and discuss products. The platform's integrated style editor simplifies the article creation process and includes functionality to gather customer feedback immediately after an article is read. Additionally, Zendesk supports collaborative article editing, allowing various teams to collaborate on content.

Key Features

• Customizable branding

• Content management

• Reporting

• Customer feedback tools

• Full–text search

Pros 

• Able to integrate with various apps

• Advanced customization 

• Team publishing tools 

Cons

• Zendesk support can be difficult to get a hold of 

• User interface is minimalistic and navigation can be tricky 

• Add-ons can make pricing steep for some users 

13. Zoho desk

Zoho Desk provides a comprehensive helpdesk solution that includes a robust knowledge base and ticketing system. The knowledge base can function independently, categorizing various types of content like how-to articles, FAQs, and demo videos to enhance discoverability. It is highly customizable, allowing writers and editors to tailor the knowledge bases for both internal and external users. Zoho Desk also facilitates the collection, organization, analysis, and reuse of existing company knowledge to improve customer support efficiency.

Key Features

• SEO optimization tools 

• Collaboration tools

• Detailed history views 

• Automated article suggestions

Pros 

• Multilingual 

• Able to set user access permissions

• Easy to view metrics like article usage, likes, dislikes, feedback, and more 

Cons

• Some necessary features may only be available at higher tier plans 

• Difficult to navigate and complex UI

• Learning curve 

14. Notion

Notion is a versatile tool for project management and collaboration, allowing users to construct an internal knowledge base. It provides customizable components for creating a comprehensive system to manage notes, tasks, wikis, and databases. Additionally, Notion offers access to certified consultants who can assist in developing wikis and knowledge management systems tailored to internal needs.

Key Features

• Tagging and label creation option 

• Can create a team wiki

• Content generation

• Tone and grammar checking 

Pros 

• Drag and drop ease of use 

• Organized documentation 

• SEO strategy assistance 

Cons

• Can be dependent on tables and databases

• Steep learning curve for many users

15. Happy Fox

HappyFox offers a cloud-based CRM solution that includes knowledge management systems tailored for various industries. Its knowledge base features include multi-brand user portals, feedback collection mechanisms, and distinct systems for internal and external knowledge management. These tools enhance customer engagement and streamline support processes. Additionally, the flexibility to manage different brands from a single platform and the ability to gather actionable insights from user feedback significantly boost operational efficiency.

Key Features

• multi-brand user portals

• Feedback collection 

• Portal customization

• Content categorization

• rich-text editing

Pros 

• separate internal/external knowledge management systems

• integration with collaboration tools

• community forum

Cons

• Inaccurate due dates with ticketing occasionally 

• Some users have reported delayed notifications

• Lacks comprehensive performance metrics 

What are the benefits of knowledge base software?

Knowledge base software can be used by companies of any size to improve their self-service experience. For instance, start-ups and small businesses can publish a well-rounded knowledge base that users leverage to find answers whenever they run into issues around the business’s offerings. Similarly, enterprises can use an extensive self-service portal to cater to customers across various countries and languages without hiring more agents. 

Let’s break down some of the key benefits of using a knowledge base platform:

Deflect repetitive questions

The best knowledge base software aims to help support teams avoid answering the same questions again and again; instead it houses many of these solutions in a single, easy-to-access location.

These solutions are able to categorize and document common inquiries, helping to automatically direct customers to the appropriate content, reducing the need for human intervention. This capability not only saves time for both customers and staff, but also ensures information is always accurate and consistent. With knowledge base software, teams can focus on more complex questions, resulting in a better experience for customers and representatives alike.

Reduce average resolution times

When support tickets are instantly directed to relevant answers in your knowledge base, agents have more time to answer a fewer number of requests, thus bringing down resolution times across the board.

This reduction in average support times is crucial in managing customer expectations and providing prompt assistance. The faster that questions are answered, the higher the likelihood of improved customer retention rates. At the same time, individuals who genuinely require human assistance will be able to receive more personalized assistance, resulting in a smoother overall support experience for all end-users. 

Deliver 24/7 customer support

Knowledge base software also helps customers find instant resolutions regardless of the time of day, making it one of the best investments that a business can make to deliver round-the-clock support.

A well-structured knowledge base empowers customers to access helpful information, solutions, tutorials, and more at any time, even outside of normal operating hours. This perpetual availability accommodates individuals across different time zones and those with diverse schedules and preferences. When customers enjoy enhanced accessibility to support, it typically improves their overall satisfaction as well, as they don’t have to wait for an available live representative. 

Increase customer satisfaction

With wait times significantly reduced due to the implementation of your knowledge base, customers can resolve their issues quickly and get back to enjoying your products or services.

The overall customer experience (CX) can be greatly improved by enabling individuals to find instant solutions and access information 24/7. In addition to improving the experience for end-users, happier customers are also more likely to become repeat buyers and brand advocates, leading to higher lifetime value and easier acquisition of new customers. Investing in knowledge base software not only streamlines the support process, but also serves as a tool to boost customer satisfaction and increase the likelihood of long-term success. 

Improve your search engine discoverability

A capable knowledge base software typically includes extensive search engine optimization capabilities, helping users discover your company and its offerings when they’re searching for relevant information. 

Optimizing your knowledge base’s content can help you improve your website’s visibility in search results and make it easier for potential customers to find information and solutions. This can also serve to enhance your online presence and make your brand look like a credible and authoritative source in your industry. Knowledge base content that ranks higher in search engine results often draws in higher volumes of traffic as well, which often results in increased brand awareness and more leads.

Essential features of a knowledge base for employees

When selecting a knowledge base software, many organizations place an emphasis on verifying that it can be used both internal and externally. This empowers businesses to have one base for customers to use and another for support agents that can help them deliver quicker and more accurate support. A well-structured internal knowledge base serves as a centralized repository for company policies, training materials, and procedural guides, making it a valuable resource for employees across all levels.

Some key features of an employee-facing knowledge base include:

1. Track multiple versions of the knowledge base

As organizations evolve, their processes and technologies may change, meaning information within the knowledge base likely will as well. By having version control in place, businesses can ensure that historical changes are well-documented, allowing users to reference previous versions if needed. This capability helps in auditing changes, understanding the evolution of content, and recovering from errors or outdated information.

Moreover, version tracking fosters transparency and accountability among team members who contribute to the knowledge base. With it, each modification can be attributed to specific users, enabling better management of content contributions and revisions. 

2. Flexible knowledge base hierarchy 

In a well-structured hierarchy, information can be categorized in a manner that reflects its relevance and relationships, making it easier for users to find what they need quickly. Businesses must verify their hierarchy is flexible as well, so that when new topics or categories emerge, the structure can be adjusted without disrupting the existing organization. 

A flexible hierarchy also supports the scalability and growth of the knowledge base by accommodating a wide range of topics and types of content. As companies expand or their focus shifts, the ability to reorganize the hierarchy ensures that the knowledge base remains relevant over time.

3. An approval workflow for knowledge base article creation

By establishing a systematic process where content must be approved by designated stakeholders before it goes live, businesses can verify that all information is accurate, up-to-date, and aligns with established standards. This step helps prevent the dissemination of incorrect or misleading information that could lead to negative consequences.

Even more, approval workflows can serve to enhance collaboration within an organization. It clearly delineates roles and responsibilities, making it easier to track who contributed to and reviewed each piece of content. This process fosters better communication among team members and ensures that the knowledge base reflects the collective expertise of the company.

4. Fast and intuitive search engine

In a well-designed knowledge base, users often turn to the search functionality to find answers to their questions or resolve issues. If the search engine delivers results promptly and accurately, individuals can efficiently access the information they need without navigating through numerous documents. This enhanced efficiency reduces frustration and improves productivity, verifying that users can find solutions without unnecessary delays.

Features like auto-suggestions, filters, and contextual search can further enhance the search experience by guiding individuals to the most pertinent results.

5. Employee learning center

An employee learning center acts as a centralized platform for training and development resources, helping employees acquire new skills and stay updated on company procedures. By integrating learning materials such as training modules, tutorials, and documentation into the knowledge base, companies can offer consistent and easily accessible educational content.

In addition, learning centers offer structured pathways for employees to access relevant training materials at their convenience, reducing the need for scheduled training sessions and allowing for flexible learning. Providing resources that are tailored to various roles and levels of expertise helps to address specific knowledge gaps while also supporting the career growth of individuals.

6. Self service capabilities

The autonomy provided by a robust knowledge base not only enhances user satisfaction by providing immediate access to information, but also streamlines operations by minimizing the volume of support requests. When individuals can efficiently locate solutions through self-service options, such as FAQs or troubleshooting guides, it alleviates the workload on customer service representatives and allows them to focus on more complex issues.

Features such as intuitive search functions, well-organized content, and interactive tools enable individuals to find relevant information on their own, fostering a more proactive approach to problem-solving. This self-reliance not only speeds up issue resolution, but also supports user empowerment, as individuals become more adept at using the knowledge base to address their needs.

7. Multilingual capabilities

In our increasingly interconnected world, organizations often operate across multiple geographical locations, and providing support in various languages helps cater to the needs of all users. By offering content in multiple dialects, businesses can enhance user experience and satisfaction, as individuals can access information in their preferred language. 

Additionally, when users can interact with support documentation in their own language, they’re more likely to understand and apply the information accurately. This reduces the likelihood of miscommunication and errors, which can arise from language differences. 

8. Feedback, reporting, and analytics

Including a feedback mechanism in your knowledge base allows individuals to rate the helpfulness of articles, suggest edits, or flag inaccuracies, which helps identify areas that require refinement. This direct input from users ensures that content remains relevant and accurate, addressing real-world needs and issues. 

Once feedback has been collected, reporting tools can then aggregate it – along with quantifiable key performance indicators (KPIs) – into actionable data, highlighting trends and common problems that may require attention or updates. By analyzing this feedback and metrics such as search query trends, article views, and user engagement, organizations can identify which topics are most in demand and uncover any gaps in the information provided.

What are the types of knowledge base tools?

In addition to creating knowledge base articles, tutorials, and guides, here are a few more knowledge-base tools to win over your customers.

Help widget

Enable a help widget to offer immediate customer self-service options when they start showing visible signs of frustration by displaying FAQs or a contact form.

Community forum

Empower customers to help themselves and assist one another by fostering an active community using community forums or discussion boards.

AI-enabled chatbot

Launch no-code, easy-to-build AI-enabled bots that can engage with customers in real-time and recommend the best articles from your knowledge base.

Now that you understand the need for a knowledge base and the benefits of deploying a knowledge base software, let's learn how to create a knowledge base.

How to create a knowledge base

To create a knowledge base that is consistent with your brand, easily browsable, and always up-to-date, follow the step-by-step guide below:

 Step 1: Choose the right knowledge base software

When picking a knowledge base system, you shouldn’t just choose the first free option you can find. Identify the features you need to power an easily usable customer portal and ensure you invest in the platform that offers these functionalities.

 Step 2: Choose knowledge base topics

You can get started with the selection of topics for your knowledge base by doing a quick search for trends in the customer queries you usually receive. Here’s a quick 2-step formula to do this:

• Search through old tickets to find frequently asked questions

• Use analytics to gather further insights

 Step 3: Develop the knowledge base articles

Once you’ve identified your customer needs and lined up your topics, it’s time to start planning and writing your knowledge base articles. Here are a couple of tips to keep in mind while developing content: 

• Use visual aids (screenshots/ GIFs/ videos)

• Use custom templates to improve the agent-side workflow

• Communicate like your users talk

• Highlight features over benefits

Step 4: Structure your knowledge base

If you don’t structure your knowledge base documentation, your customers won’t be able to find what they need quickly (or at all). Try using a home page layout for your knowledge bases to host all of their support-based articles.

You can use these four simple steps to categorize your knowledge base the right way:

• Group articles from the same topic

• Cross-link relevant articles

• Add a search bar to enable search functionality

• Tag each article for easy discoverability

Step 5: Maintain your knowledge base

Your knowledge base is always a work in progress. You need to constantly manage your content to keep the information up to date.

We recommend you update your support portal with every new product release, process change, or feature you introduce. Track customer feedback and make changes accordingly. Ensure your knowledge base always reflects answers to FAQs and incoming support tickets. You can schedule weekly or monthly checks to ensure you’re covering trending issues.

Best practices for knowledge base software

The success of a knowledge base goes beyond simply implementing it; it relies heavily on how well it’s designed and maintained over time. Establishing a set of proven best practices is crucial for maximizing the potential of this software, ensuring that it serves its intended purpose effectively.

We suggest following these guidelines to make sure that you’re getting the most out of your knowledge base platform:

Organize and Categorize Content

Organizing and categorizing your content within the knowledge base software is essential. You should strive to create a logical and user-friendly structure with well-defined categories and subcategories to make it easier for users to navigate your knowledge base and find the information they need quickly. Make sure that you use labels and categorize clearly to enhance your customers’ ability to effectively search through your base.

Know your audience

Understanding your audience and their needs is vital to creating relevant content that’s explained in an easily comprehensible manner. You’ll need to consider individuals’ language proficiency, preference for different communication channels, and more when determining how to format your knowledge base. Don’t forget to regularly reassess customers’ needs to ensure that your base remains well-formatted and pertinent over time.

Keep your knowledge base up to date

Regularly updating your knowledge base is key to making sure it stays relevant and accurate. Outdated information can lead to distrust and frustration among customers. Strive to institute a set of practices where your team is constantly checking and reviewing your content for inaccuracies or old information.

Gather feedback and analyze the effectiveness

Feedback from both users and agents can contribute toward making your knowledge base as effective as it can be. Allowing users to rate articles or leave comments can help you analyze the helpfulness of these articles and identify areas for improvement or gaps in content. Similarly, feedback from support agents can provide insights into FAQs, internal processes that can be improved, and the effectiveness of company resources. Even more, metrics like user engagement, search behavior, and more can further help to measure your knowledge base’s impact on deflecting inquiries and improving customer satisfaction.

How to choose the right knowledge base software for your business

Choosing the right knowledge base software can be critical for your business. Here are three factors to keep in mind when evaluating potential providers: 

Support Style

How do customers try to reach you? Do they prefer email and support portals or social media? Do you want a straightforward self-service portal that hosts only answers to your FAQs or do you want a fully customizable solution capable of hosting videos and other guides? Choose the style of self-service you want to provide to your customers.

Usability

User experience acts as the cornerstone of any quality knowledge base solution. For instance, Freshdesk’s cloud-hosted knowledge base has a user-friendly interface that helps agents publish tutorials and articles with little to no effort. Alternatively, you can use an on-premise or an open source knowledge base software, which means you’ll also be responsible for maintenance, site performance, uptimes, etc. Determine what you need and choose your knowledge base system accordingly.

Price

See what others in your field are using, compare features, and then decide which knowledge base software will help you deliver the best self-service experience. As with most other solutions, higher prices don’t automatically equate to a better knowledge base and a complicated UI does not necessarily imply that it’s rich in features.

Optimize your knowledge base with Freshdesk today!

Freshdesk serves as the preferred help desk solution for businesses around the globe, providing a robust ticketing system and a plethora of self-service resources, including a powerful knowledge base. 

Tools such as Freshdesk’s Email to Kbase empowers support agents to convert their ticket replies into knowledge base articles in real-time, while our solution article analysis feature helps monitor topic metrics like number of views, likes, and dislikes. Even more, our built-in feedback mechanism automatically notifies writers about feedback on their articles, empowering them to refine content over time.

Additionally, our Freddy AI-powered chatbot can be trained by using your knowledge base, allowing it to soak up relevant information on your company’s products and services, procedures and policies, and tone and voice.

Any attributes your organization desires that Freshdesk doesn’t offer? Not a problem. Simply browse our extensive Freshworks Marketplace for access to hundreds of popular third-party apps and systems that can significantly expand the scope of the platform.