Picture this: You wake up in the morning, roll over, and check your mobile device. On the device, you open your email.
You have your entire day planned by ensuring that everything is on the right track before starting the day.
A few seconds later, your email starts loading, populating with dozens of new emails-out of which, five are from customers clearing their doubts.
Some of these questions you’re able to answer promptly, while for others, you need to research to come out with a concrete answer.
If this situation sounds similar, then you’re not alone.
To overcome this tedious task, you need to integrate a knowledge base software on your website.
In the forthcoming sections of this write-up, I’ll enumerate the best knowledge base software for 2021. However, before that, let’s look at the definition of a “knowledge base". If you already know about knowledge base and would like to go through the top 9 best knowledge base software in 2021, click here.
A knowledge base is a tool that helps your customers to search for answers to their support questions on their own – without sending you an email for help.
Keep this in mind: A knowledge base does not solve every problem a customer might have. It answers only the most common ones.
It typically integrates answers to frequently asked questions, how-to guides, and troubleshooting guidelines.
The ultimate purpose of a knowledge base is to make it effortless for people to search for solutions to their problems independently without needing any help.
In simple words, the term “Knowledge Base” refers to the information stored in the system.
However, it can even refer to a software that is employed by the author and present a piece of particular information.
A knowledge base can include different forms of content, like:
A knowledge base is utilized as an end-product to collect and organize the entire information into a helpful form through a process called “knowledge management.”
So, this is how it’ll work: You would apply knowledge management processes to accumulate information. Then, you would employ knowledge base software to create, manage, and deliver that information in the form of a knowledgebase to your readers.
Companies go for knowledge bases to provide their employees and customers with convenient access to critical information. By executing a knowledgebase, you can streamline customer service and aid employees in performing their job more efficiently.
Let’s now look at the different steps to structure a knowledgebase.
Step 1: Perform Thorough Research to Ascertain the Needs to Create a Knowledgebase
Understanding the value of a knowledge base is one thing. However, defining the purpose it will fulfill for your organization, is another.
The first step to set up a knowledge base is to ascertain the need it sets to fulfill. Think about the audience. Do you want it to support your employees, your customers, or both? Once you’re aware of which audience you want to serve, research on the most blaring gaps in knowledge that exist.
These are some of the questions that you need to address:
Once you answer these questions, it will help you know whether you need to create a knowledge base and then think about its structure.
Step 2: Decide On the Type of Knowledge Base that You Wish to Opt For
Once you are well aware that you need a knowledge base, the next step is to decide which type of knowledge base would serve your organization’s purpose. It can be divided into six common types.
To determine the type of knowledge base you may want to create, think about the target audience who will use the it. Next, ask yourself whether you want the knowledge base to be accessible to the general public? Do you want to host it on your company server or take the help of a provider to host it?
Step 3: Create the Knowledge Base Structure
You want all your users to quickly and easily find what they are looking for. Creating a structure will help you organize your content at the beginning of your process. Also, as and when the knowledge base grows, you can make a navigation design and help it become more intuitive for users.
You can opt to organize your knowledge base based on:
Keep this in mind: Your knowledge base will constantly change as your content expands, is edited, or archived. Hence, it’s essential to create as broader categories as possible to encompass a wide variety of content subcategorized by topic or theme.
Step 4: Take the Help of Subject Matter Experts (SMEs) to Create Content
Since your knowledge base would require a constant inflow of exciting and engaging content that meets your target audience's needs, you need to hire Subject Matter Experts (SMEs) along with a designated editor. The SMEs and editor will ensure the quality, accuracy, and efficacy of all the content of your knowledge base distributed to your employees and/or clients.
Step 5: Write Knowledge Resources
You want your content to be easy to understand. Also you need to ensure that your SMEs efficiently provide the content. To achieve this feat, you need to provide them with basic writing guidelines that covers these basics:
Step 6: Upload Resources to Shared Platform
A knowledge base platform is a software system that makes it easy for information to flow from your knowledge base to those who need it. Hence, you need to opt for a shared platform that includes the tools that extend the functionality of your knowledge base. For example, the shared platform you opt for could consist of search tools, file sharing, analytics & reporting, a user feedback system, etc. Remember, the shared platform you opt for should even be able to scale with the growth of your knowledge base.
Step 7: Update Content Regularly
It is important to update content regularly to keep your knowledge base relevant and valuable. You can always take the help of the in-built analytics for this purpose. The data that you obtain will help you to gauge:
Ask your SMEs to review all your content regularly to update, optimize, or even remove the content as per the requirement. On top of that, you need to be prepared to update relevant content at any given point when your company’s policies, products, or services change.
Now that you have understood how to structure a knowledge base - as promised - in the last section, I will provide you with the list of best knowledge base software in 2021.
KnowAll is one of the best knowledge base software which has been specifically designed for WordPress. It is an excellent knowledge base WordPress theme from the HeroThemes team. KnowAll does more than to just give your website an attractive love and feel. Its objective is to provide you with everything needed to run an efficient knowledge base website with WordPress.
It is modern, highly responsive, and SEO-friendly with an incredible navigation system. Due to this reason, customers can easily search for their answers with minimal ticket generation.
On top of that, the plugin integrates facilities for instant answers and is very easy to customize. And along with the basic features, this WordPress plugin also consists of actionable analytics, which help you to find content gaps.
This fantastic platform employs shortcodes like toggles, accordions, tabs, and notices to provide a better customer experience.
What makes it Different from Others?
KnowAll comprises a WordPress theme that is very user-friendly in terms of installing the knowledge base functionality to any WordPress site. More than 25,000 sites depend on KnowAll.
Tettra is trusted by high-performance teams like Hubspot, MeetEdgar, Wistia, AngelList, etc. Typically, knowledge management can be a tricky affair, especially when many people are added to an organization. Tettra wishes to resolve this concern by assisting businesses to accumulate all their knowledge in a single place.
The good news is, apart from creating documents in Tettra, you can even add files from your Google Drive or Dropbox and keep all your data in a single place. This innovative knowledge base software integrates with Slack and aids your team to store operating internal updates, procedures, guides, etc., in a single space.
Now employees can quickly answer queries using Slack by swiftly pulling answers from Tettra without ever leaving Slack. It even consists of a smart engine that lets you know which pages need to be added or removed. You also get the information on the most popular pages on your knowledge base.
It is engineered for Slack which allows you to convert your conversations and discussions into documents with a single sign-on with Slack.
Acquire is a picture-perfect knowledge base software that saves your precious time by creating, organizing, and sharing your customer-facing help center resources. It aids in setting up help resources to ensure your customers get reliable answers whenever needed – irrespective of whether it’s 2 in the afternoon or 4 in the morning! With the help of this software, you can craft knowledge base articles, FAQs, user forums, how-tos, video tutorials, or any other content that supports customers better.
It enables you to share articles right from the chat window. You can customize content with fonts and styles. It even allows you to craft a branded knowledge base landing page. It gives you the liberty to categorize issues based on topics. This way, you get valuable insights about which support content is the most helpful by enabling customer feedback on articles.
It is multilingual, which provides helpful content in your customers’ native language. It consists of a rich editor, which aids in customizing the content flow of your articles, thus, making it easy to use for agents and customers. You can even utilize the article importer to import all your content to Acquire’s knowledge base easily.
Acquire’s knowledge base software integrates with the rest of your customer service channels, making it easy to build and update your help center resources. It utilizes the dual combo of knowledge base and chatbot, thus suggesting relevant knowledge base articles to customers without requiring a live support agent.
It connects your knowledge base with live chat and provides automated assistance, capture requests, and auto-suggest articles.
OpenKM is one of the best knowledge base software for small businesses on the market. It aids companies in organizing their electronic and paper files. Along with this, it even boosts team collaboration across departments. This results in better decision-making and better business results.
It gives you the ability to create more than one content library and lets you manage a full lifecycle of documents by capturing data from several resources. Some of the best features of this free knowledge base software include records management, information governance, content lifecycle management, etc.
Along with this managers get a clear overview of all updates, changes, and activities through dashboards. It can even be integrated with different third-party apps like .Net, MS Office, PHP, etc.
This is an open-source software that is an ideal fit for businesses when it comes to data regulations, ownership, and accountability. It lets you create, receive, maintain, share, or dispose of records of business activities and transactions.
Confluence is a fantastic knowledge base software that aids in organizing content and making it easily accessible for internal teams and external customers. Along with this, it also gives teams swift and easy access to solutions.
It contains features like easy content creation, organization, and a powerful search engine, making Confluence a convenient knowledge management platform. On top of this, it even assists organizations in maximizing their productivity. The team members can provide their feedback in seconds to ensure that the final version of the content is up to the mark.
It provides a lethal combo of knowledge and document sharing. Along with this, Confluence also consists of several useful features like exporting to PDF, copy & paste of images, etc.
Document360 is a robust knowledge base software that provides powerful collaboration features that makes it an ideal fit for internal use, especially bigger teams. It consists of a markdown editor that makes editing and styling effortless. You can add links, videos, images, tables, code samples, and call-outs with its help.
In a way, it’s pretty similar to Google Docs. With its help, you can add members with different roles, including owner, editor, admin, reader, and draft writer. Each one of them has the right to leave comments on articles and mention other co-workers.
You get performance overview and search reports. The performance overview report aids you in how your articles perform and what percentage of customers reach out to your support team. At the same time, the search report gives you every minute details about popular and failed searches.
For this particular reason, more than 10,000 people from 80 different countries have utilized Document360. This includes big companies like Microsoft, Harvard University, and Customer.io.
Zendesk is one of the oldest knowledge base solutions available online. It’s very popular for customer service, customer satisfaction, and call center uses. You can even employ it as an external knowledge base software. This makes Zendesk a great option that provides an all-inclusive customer care solution.
It consists of exclusive integrations that you should check out today. Apart from standard customer service and ticketing functionalities, it consists of chat features, can import files from Google docs, provides multilingual content, has content restoring capabilities, and even provides an AI Answer Bot that can automatically aid response to emails.
Zendesk support can come in handy for large enterprises when they find themselves dealing with hundreds of customer requests daily. All this thanks to its knowledge base, ticketing, and chat features.
With its multilingual support, you can provide your knowledge base in different languages, enabling customers from other regions to comprehend the information in a hassle-free manner.
LiveAgent is a great knowledge base software that offers you an option to create multiple scintillating knowledge bases as a part of your self-service solution. The software comes with a powerful WYSIWYG editor that lets you create and fully customize articles, forums, feedback & suggestion boxes, and FAQs. The software can be used for teams of all sizes and industries.
It integrates communication from email, calls, and social media into a single unified dashboard. This makes it easily accessible by your entire customer support team.
LiveAgent is an excellent knowledge base for all types of businesses – irrespective of industry niches and sizes. Also, you get the option to integrate with more than 40 third-party applications.
Slite is one of the best internal knowledge base software that aids teams to collaborate and work together in a better way, irrespective of their physical location. All of this becomes possible with Slite’s knowledge base software, which helps to unite entire teams’ knowledge with a single, easy-to-use tool.
Slite is quite different from the regular knowledge base. The reason being, it enables you to store any company information ranging from meeting minutes and analytics to customer support & CRM information to FAQs & technical documentation.
Its discoverability functionalities automatically highlight the new and popular things; hence, team members are always shown the most up-to-date and critical information. The software is being used daily by more than 6,100 growing teams worldwide.
With so many options available, it’s unrealistic to name just one.
Irrespective of your business or industry's size, you can find the right knowledge base software that fits your needs from the list mentioned above.
For regular updates on customer experience and customer service, keep following this section for more.
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