Best Knowledge base software guide will be described in this post. A knowledge base is probably the most crucial component of knowledge management. When you construct a comprehensive knowledge base, you’ll be creating a Single Source of Truth that will contain all of your organization’s accumulated knowledge. Your team, clients, and other stakeholders will be able to apply this knowledge as needed to stay productive and on track for success.
Before you can start growing your knowledge base and knowledge content, you’ll need to invest in the right software for your specific needs.
Top 15 Knowledge Base Software Guide in 2022
Top 15 knowledge base software are discussed here.
In this post, we’ll take a look at some of the best knowledge base solutions on the market today, and we’ll help you figure out which ones will help you supercharge your knowledge management efforts the most.
But first, we’ll offer you a quick overview of knowledge base software, including the benefits of adopting one for your business and the features to look for when selecting the best knowledge base platform for you.
What exactly is Knowledge Base Software and how does it function?
Knowledge base software enables you to create a central repository for quickly developing, sharing, and locating knowledge that might otherwise be dispersed across multiple sites.
A knowledge base can be set up for external use to improve customer service, for internal use to enhance things like people operations or employee onboarding, or in certain circumstances for both external and internal use.
No two knowledge bases are alike since they can be utilised for a number of purposes. Regardless, the overall goal of all knowledge base software is to ensure that the right people have continued access to the knowledge they need.
What Are Knowledge Bases and How Do They Work?
While the content of each knowledge base varies based on a variety of factors, the majority of them frequently provide information on how to get started with certain products, make better use of advanced capabilities, and address common problems or obstacles.
Let’s take a speedy look at the two types of knowledge bases you could want to create, as well as the information they might contain.
(External / Self-Service) Knowledge Base
Customers can access an external or self-service knowledge base to learn everything they need to know about a company’s products or services (also known as a customer-facing knowledge base, help centre, or support site).
Frequently Asked Questions (FAQs) An external knowledge base often includes user documentation and instructions, product walkthroughs, how-to and demo videos, and troubleshooting material.
Base of knowledge Internal knowledge bases (also known as employee knowledge bases) are frequently used to enable employees to interact and share all company knowledge and information within the organisation.
Some of the items you might find in an internal knowledge base are as follows:
- Policies governing the organisation
- Employee handbook • New employee onboarding and training materials • Process documentation
- Software documentation • Technical information
The Importance of Knowledge Base Software in Knowledge Management
Knowledge management is the process of obtaining, storing, organising, sharing, and transferring organisational knowledge. When done correctly, knowledge management enhances how an organisation leverages its people’s talent by appropriately exploiting their knowledge, resulting in increased organisational success.
Effective knowledge management ensures that everyone in your firm has access to the same knowledge, regardless of their degree of experience. Your least knowledgeable or junior employee should have access to the organization’s most knowledgeable or senior member’s knowledge.
Improving Customer Service
A customer-facing knowledge base, as previously said, eliminates the requirement for your support workers to provide hands-on assistance by allowing consumers to handle common problems on their own. As a consequence, you’ll have more time and energy to focus on more challenging support issues and other tasks.
Using Helpjuice, a three-person team was able to assist a 5,000-person organisation during the COVID-19 process. In total, the team has witnessed a 40% reduction in support requests… The amount of inquiries and requests in our group inbox has fallen by 15% after we switched to Helpjuice.
Improve your new employee onboarding and training capabilities.
Your customised knowledge base will contain all of your onboarding and training materials. An internal knowledge base, like a customer-facing knowledge base, empowers your employees by allowing them to find the wisdom materials they need at their own pace.
“Helpjuice provides a disciplined, efficient, and complete learning environment in which our staff may learn quickly.”
We anticipate that this will decrease onboarding time in half (about six months), while also allowing teammates to remember 70% of what they learnt during the employee onboarding process “in regard to knowledge.”
― DaVita’s Manager, Jordan Rath
Improving Knowledge Exchange
The knowledge base can assist your various teams as they develop and use it.
To begin, developing a knowledge base should be a collaborative endeavour involving members from all departments sharing their knowledge.
After your team has created (and continues to add to) the knowledge base, they may decide to use it as a central database of information in the future. When engaging with clients, this free flow of information will ensure that all departments are “on the same page,” as the information they provide will be consistent.
Improving Retention of knowledge
Finally, maintaining an internal knowledge base ensures that your company’s knowledge is kept even if people go. Even if you don’t plan on using a knowledge base for anything else, the ability to manage and keep your knowledge assets over time is crucial.
“Being able to easily manage and maintain a content library has decreased knowledge loss when a team member leaves or moves to another department.”
– Apptegy Sales Manager Melissa Stone
Boost the Productivity of Your Business
Furthermore, an internal knowledge base can have a substantial impact on the overall performance of your team.
To begin with, the less time it takes your employees to gain the knowledge they ought, the more period they have to focus on executing the duties they were hired to do.
Furthermore, by centralising your knowledge, you’ll be able to break down organisational silos as your various teams become more aligned in terms of the big picture and day-to-day operations. Every member of your team has unrestricted access to all organisational knowledge, ensuring that everyone is constantly on the same page.
“Reducing internal silos has been a top objective for me, and with Helpjuice, we’ve been able to bookmark & use a simple tool to keep everyone on the same page.”
– Apptegy Sales Manager Melissa Stone
Knowledge Base Software vs. Other Knowledge Sources
Before we get into the exact features to look for in knowledge base software, keep in mind that a knowledge base is not the same as a FAQ page, wiki, intranet, or help desk tool.
Let’s look at the key differences and why knowledge base software is a better platform for managing your organization’s knowledge.
Knowledge Base Software vs. FAQ Page
When viewed from a high level, the functions of a knowledge base and a FAQ page are similar. Each one is intended to provide timely information and support for common problems, as well as answers to frequently asked concerns.
There is, however, a note worthy distinction between the two.
The bulk of FAQ pages are static, providing quick, surface-level answers to commonly requested questions. On the other hand, understanding base software allows you to create dynamic pages that immerse your audience in a learning experience. Furthermore, knowledge base software provides statistics, allowing you to see how customers interact with your content, what topics they’re interested in, and how effective an article is. This ensures that you react to queries that your clients actually want addressed, rather than questions that you think they want answered.
Knowledge base software can theoretically be used to create FAQ pages, but as you’ll see in a moment, knowledge bases aren’t just for addressing customers’ frequently asked questions.
“It’s significantly more difficult to keep track of multiple Google Docs or static HTML files than it is to keep our knowledge base updated and structured with Helpjuice.”
Support Manager at Collage.com, Nicole
Knowledge Base Software vs. Wiki Software
While wiki software like Atlassian’s-Confluence allows for collaborative content creation, it lacks many of the fundamental operational features of knowledge base software. It’s the difference between getting by with a basic solution and being able to scale up your efforts with a more targeted instrument.
Wikis are maintained in a less structured, more “free” manner because they are frequently available for editing by the entire organisation. This can lead to the spread of false information, the suppression of outdated data, and the omission of new data.
On the other side, your specialised KM team handles knowledge bases in a more methodical, standardised manner. As a result, you’ll always know that the data entering via your knowledge base is correct and current. We started with Google Wiki/Sites (forget the precise word), which was a good free service at the time, but we fastly outgrew it, especially as we needed to create a true knowledge base with a fast search feature.”
Boomtown Co-Founder Alan F.
At first glance, intranet software such as SharePoint or Google Drive may appear to be an intriguing solution for managing and sharing company knowledge.
Intranets were originally considered the gold standard for allowing employees to collaborate, communicate, and share documents, PDFs, and other files. Many companies, on the other hand, are beginning to realise how inconvenient intranet software is for keeping business knowledge up to date.
For starters, due to insufficient access control in intranet software, users can add files indefinitely without supervision, resulting in duplication and system bloat. As a result, finding information, assuming it can be found in the first place, takes longer.
Furthermore, because intranet software has no version history, an employee may adopt an out-of-date policy or procedure.
As previously stated, knowledge base software is more structured, making it easier to navigate and find the information you need. Knowledge base software also includes permission controls and version history, allowing you to limit who can change content and verify that whatever is accessed and shared is the most recent version. Before we started using Helpjuice, we used a centralised intranet and shared drives to communicate policies & procedures, as well as modifications to those policies and procedures.
Employees complained about “not knowing where to search” for the information they needed to respond to client enquiries and/or fulfil their job responsibilities. As a result, we were inefficient, and our customers had a negative experience.
By migrating to Helpjuice, we were able to consolidate all of our information and career assistance services. Because the search feature is so powerful, our associates frequently uncover the content they’re looking for before they even finish typing the search word!”
Knowledge Manager Help Desk Software vs. Knowledge Base Software, Jennifer Hoffman, Capital City Bank Group
Using both self-service knowledge bases and help desk ticketing software, you may provide laser-focused support to your clients.
Clients can interact directly with your support personnel through help desks, whereas knowledge bases allow your audience to self-serve.
While your knowledge base allows you to provide proactive information and support to your customers, your help desk software is in charge of dealing with actual support tickets and enquiries.
The more comprehensive your knowledge base is, the less your clients will need to rely on your help desk, as we’ll see later in this article.
(It’s worth noting that some help desk software, like Zendesk, has the ability to create a knowledge base as part of the software.) However, because building a knowledge base is a feature rather than a separate product, you’ll find that the knowledge base you can build with these help desk providers is difficult to use and maintain, with limited search capabilities and analytics).
Consider the case below:
- Enterprise organisations will rely on knowledge base software to allow their enormous, widely scattered team to communicate and transfer knowledge effectively and efficiently. • Growing small enterprises can use knowledge bases to start centralising their team’s ever-growing organisational knowledge.
Later, when we discuss the three main “types” of knowledge base software available and which is best for certain enterprises and purposes, we’ll return to this topic.
For the time being, just know that embedding knowledge base software into your overall IT stack will benefit your employees, regardless of where your organisation is currently.
The Most Important Features of Knowledge Base Software
It can be difficult to decide which knowledge base solution is best for your team’s needs when there are so myriad to pick from.
But it does not have to be that way.
Simply examine your team’s current state, what you expect to be able to do with your chosen knowledge base software, and where you want to end up.
Let’s take a more immediate look at what we’re talking about.
Which Knowledge Base elements are non-negotiable for your team?
It’s vital to assess your team’s particular needs when it comes to developing a knowledge base.
For example, a non-technical team might seek out a product that is simple to use — and a provider that makes it even easier. These teams will require a user-friendly interface, as well as intelligent documentation and customer assistance, to improve their knowledge management capabilities.
A larger, more tech-savvy team, on the other hand, may not need as much assistance in expanding their knowledge base. Advanced options for customising their knowledge base, as well as API access, will almost certainly be more valuable to such teams.
Take into account the following characteristics:
- Easy-to-understand content creation. In order to specify a knowledge base that provides value, you must have content. Your team must also be able to develop content in order to have it. This means that your software should feature an easy-to-use editor that allows your team to add, format, and update text, photographs, and videos with ease.
- Collaborative authoring and formatting Allowing people to collaborate within a document can help to streamline the knowledge development and documentation process.
- Laser-focused search capabilities A knowledge base’s purpose is to deliver the correct information to the right people at the right time. As a result, advanced search options are essential for consumers to get the information they need quickly.
- One-of-a-kind customization possibilities Creating an off-brand knowledge base is likely to confuse customers and turn them away. Instead, provide your users with a completely personalised experience.
- In-depth reporting and analytics Keeping track of how much content is consumed is crucial. This will allow your team to regularly update your knowledge base articles.
- Managing access. With access control, you can control who sees what. While this functionality isn’t required if you’re just building a client self-service knowledge base, it is required if you’re building an internal knowledge base.
- Versions History. This is an important feature to check for if you plan on having multiple people working on the same document or frequently updating information. Version history allows you to make changes to your documents while they are being saved automatically, allowing you to see what has been changed and reverting to a prior version if necessary.
- Effortless Integrations By automating and simplifying knowledge management tasks, your team will be able to focus on “big picture” procedures.
- The ability to use APIs. Integrate your knowledge base with your existing software with ease.
Knowledge Base Software Deployment Options
Knowledge base providers frequently utilise one of three techniques to provide their software:
- SaaS (software-as-a-service) paradigm • Open-source software • Unrestrained or freemium tool
Let’s take a peek at what each type has to offer, and see which one is the best fit for your team.
Knowledge Base for Software as a Service (SaaS)
Many knowledge base software companies, such as Helpjuice, use a SaaS model to deliver their services.
In layman’s terms, this means that the customer pays a monthly subscription fee to the vendor in exchange for access to the software. The service provider is also responsible for server upkeep and security, as well as delivering various levels of service & support to its customers.
For businesses looking for a comprehensive, user-friendly solution to their knowledge base needs, SaaS is the best alternative.
Without requiring any hardware or software installation, teams can quickly produce, manage, and access knowledge base material at any time, on any device. Because of the software’s user-friendly design and open access to customer support, your team will get the most value out of their knowledge base over time.
Tiers of service are typically offered by SaaS knowledge base providers, lowering the entry barrier for small and growing businesses. The monthly charge is a slight price to pay for software access and laser-focused service and support, regardless of tier.
Customers can customise the UI of most SaaS knowledge base apps in a variety of ways, regardless of subscription tier.
Using a SaaS solution will allow you to swiftly set up your knowledge base while reducing expenses and downtime. If you require a knowledge base solution that can scale with your staff, SaaS is the way to go.
Open Source Knowledge Base Software
Other knowledge base software providers take an open source approach, providing your team access to the KB software’s code and allowing them to tailor it to their specific requirements.
This signifies that your team will be responsible for both the software and the servers that will house their knowledge base.
Open source software, unlike SaaS, is usually supplied for free by the developer. Again, the main trade-off is that you’ll be in charge of practically every procedure associated with your knowledge base software, with only a little help from developers.
Overall, open source wisdom base software is the best option for teams that desire complete control over the look and feel of their KB.
- The software must be able to be updated and maintained over time.
Free or freemium knowledge base software
If your team has no expertise with a knowledge base or you’re using a CMS like WordPress that allows free knowledge base themes or plugins, these free choices may look to be a good place to start. You’ll be capable to get your team’s feet wet in a completely risk-free environment, allowing them to learn the fundamental features of today’s knowledge base software.
Your crew, on the other hand, will find itself with their hands tied after they get the hang of using the new software. Depending on the free tool being used, there may be limitations on the features the team can utilise, the number of users the software supports, or the amount of changes that can be made to the template.
Furthermore, many of these free services lack statistics and keyword-based search capabilities.
Trial Capability or Demonstration
Getting a personalised demo and then trying out the software is the best way to ensure that the knowledge base software you select will help you achieve your goals (ideally for free).
During a demo, a sales spokesperson can show you how their company’s knowledge base software works and answer any questions or crises you might have.
You should check out the software after seeing a demo to get a better software of how it works and to assess its strengths and limits.
15 of the Most Effective Knowledge Base Software for Your Business
In this article, you can know about Knowledge Base Software here are the details below;
We also have a decent notion of what “fully-functional” knowledge base software looks like by today’s standards.
Helpjuice is a top-rated and award-winning solution for building internal and external knowledge bases, with accolades from Capterra, Get App, G2, Software Advice, and others.
With Helpjuice’s simple, user-friendly interface, teams can start developing knowledge material and building their entire knowledge base in minutes. Those who want more advanced editing and modification options can go into the source code of their knowledge base to make it fit their needs.
Within Helpjuice’s interface, teams can work remotely and in real time. Managers can quickly assign tasks, give comments, and request modifications, as well as maintain the version history for any piece of material they create.
Helpjuice’s reporting and analytics dashboard can help you enhance your knowledge management projects over time, which will benefit both your customers and your team’s overall efficiency.
What’s the best part? Each pricing tier includes all of Helpjuice’s features, allowing for easy scaling of your knowledge management efforts as your company grows.
Features of Helpjuice • Simple article editor with WYSIWYG and markdown options
- Google-like, AI – Powered search combs plaintext, PDF, and even image content for keywords & phrases • Powerful analytics allows you understand how users search and use your knowledge base • Integrates with a number of other tools directly, including Slack, Microsoft Teams, Freshdesk, Salesforce, and more
- Outstanding client service, hands-on user onboarding, and complimentary expert customization
Pricing for Helpjuice
- Starter: $120 per month for up to four users • Run-Up: $200 per month for up to sixteen users • Premium Limited: $289 per month for up to 60 users • Premium Unlimited: $369 per month for an unlimited number of users
Zendesk is another another flexible tool for establishing internal and external knowledge bases.
Zendesk’s ultimate goal is to empower teams to provide outstanding customer care and support. Zendesk enables you to swiftly provide your users with the information they need to achieve their current goals – and then some — whether through self-service or supercharged hands-on help. Also check TimeTree Alternatives
Zendesk is a feature-rich, user-friendly solution for teams wishing to develop their customer support activities around a central knowledge base. Because Zendesk supports a variety of channels (from email and text to social media and live chat), your staff and customers will never be without what they need to thrive.
- Content management and administration tools secure the integrity of your knowledge content at all times • Integrates with Zendesk’s other customer service tools, as well as hundreds of third-party apps via the Zendesk marketplace • AI-powered search and chatbots deliver relevant information instantly and automatically
Pricing for Zendesk
- Suite Professional: $99/month per user • Suite Growth: $79/month per user
(Note that the lowest two pricing tiers of Zendesk do not include knowledge management.)
Through strategic knowledge management & a user-friendly knowledge base, Atlassian’s Confluence promises to help teams accelerate their customer support efforts.
Confluence can effortlessly deflect basic support tickets by integrating with Jira’s helpdesk software, allowing users to rapidly locate the solutions they need on their own. Support teams can then keep track of these self-service events and contact customers as needed.
Confluence, on the other hand, is primarily concerned with collaborative knowledge content generation. Confluence allows teams to collaborate in real time, whether they’re developing new material or improving current knowledge assets, with managers maintaining and delegating administrative responsibility to the appropriate stakeholders.
- Real-time editing, labelling, commenting, and notifications ensure that all knowledge providers are on the same page.
- Integrates with Atlassian’s software suite & dozens of other applications to further establish your knowledge base as your SSOT • User dashboards keep teams, customers, and other stakeholders informed of changes to knowledge base content and general knowledge management processes
Pricing at Confluence
- Free: Up to ten users, two gigabytes of storage, and basic documentation features
- Basic: $5 per user each month, up to 20,000 users, 250GB of storage
- Premium: $10/month per user, unlimited storage, up to 20,000 users
- A business option is available.
Hubspot’s foray into the knowledge base software market is all about assisting consumers in assisting themselves.
Hubspot’s knowledge base product, like Zendesk and Confluence’s, is part of a larger suite of solutions targeted at improving the overall customer experience. You’ll be capable to track user activity and proactively send need-to-know information to your particular clients by integrating with your CRM.
Hubspot Service Hub assists you in making laser-focused updates to your knowledge content in order to better serve your clients with user tracking and interactive, on-page polls. You can also utilise Hubspot’s suite to link customer satisfaction and success to content in your knowledge base and other support initiatives.
Features of the Hubspot Service Hub
- Interaction tracking and feedback management enable ongoing improvement of knowledge material • Integrates with thousands of third-party apps via Hubspot App Collections • Fully-integrated customer care solution means support complaints are always answered in the most effective way possible
Pricing for Hubspot Service Hub • Professional: $360 per month per user • Enterprise: $1,200 per month per user (Knowledge base tool not possessed in Starter package.)
For a long time, LiveAgent has been a household name in the customer service software industry…so it’s no wonder that its knowledge base product is near the top of this list as well.
The intuitive interface of LiveAgent guides teams through the process of developing, setting, and personalising their knowledge base. Then, with LiveAgent’s WYSIWYG editor, even the least tech-savvy among us can create knowledge material in no time.
The flexibility to establish many knowledge bases as needed is maybe one of the most appealing features of LiveAgent’s knowledge base tool. This is a pleasing option for businesses who sell a wide range of technical products, provide numerous services, or provide services to a variety of industries.
In any event, the Knowledge Base capability in LiveAgent improves your team’s capacity to provide effective and efficient customer assistance in the manner that your clients require.
- Team-created forums allow employees, customers, & other stakeholders to contribute knowledge in a standard digital format • User-friendly survey and feedback tools make it uncomplicated to add to and enhance your customer-facing knowledge base over time
- Ticket: $15 per month per user • Ticket + Chat: $29 per month per user • All-Inclusive: $39 per month per user
Subscribers at any level (save the Free edition) can construct a single knowledge base, with extra KBs available for $19.99 per user each month.
ServiceNow’s knowledge base software is available in three different versions:
- One for customer service management • One for improving IT support • One for human resources and other internal activities
(Note that each KB product is part of ServiceNow’s broader software suites, each of which focuses on the processes listed above.)
The KB offerings from ServiceNow are largely focused on real-time knowledge harvesting and documentation. Knowledge managers and other team members can use new data and information as it becomes available to improve their present knowledge and, as a result, their overall operations.
Features of ServiceNow
- Knowledge blocks keep relevant knowledge closely linked while also minimising the creation of redundant knowledge over time.
- Individual knowledge subscriptions allow users to stay up to date on updates in certain domains.
- Machine learning-powered reporting and analytics assist teams in identifying knowledge gaps, allowing them to increase their knowledge documentation and overall knowledge.
- The software packages offered by ServiceNow are priced on an individual basis.
While SharePoint is primarily a document management system, it also includes a number of wiki templates that can be used to transform SharePoint into a hybrid internal knowledge base. It is used by more than 200,000 organisations around the world to share, save, and collaborate on documents.
Features of Microsoft SharePoint
- User-friendly survey & feedback tools make it easy to add to and develop your customer-facing knowledge base over time • Easy connectivity with existing Microsoft apps as well as SharePoint specific add-ins to incorporate with applications outside of Microsoft’s suite of software.
While the cheapest subscription allows you to turn SharePoint into a knowledge base, it lacks a number of capabilities that you may require if you want to build a more complete knowledge base, in which case you should opt for one of the more expensive options.
8. Help Scout
Help Scout is a favoured customer service platform with a variety of features that can help your company better serve its consumers. Docs is one of these advantages, since it allows your company to establish a knowledge base that can be utilised both internally and externally. Also check Best Push Notification services
Feature Scouting Assistance
- Simple to use, allowing you to quickly construct an external or internal knowledge base.
- Incorporates with Help Scout’s shared inbox, making it more uncomplicated for your agents to support clients • Access to Beacon, a chat style widget that can be put on any page of your website, providing people access to your knowledge base from anywhere on your site
- Standard: $20 per month per user • Plus: $35 per month per user • Company: Please contact Help Scout for pricing.
Notion is a solution for teams who already have a basic wiki-style knowledge base in place but want to expand it.
It’s an all-in-one solution that enables teams to combine knowledge management, project management, and other procedural activities into a single, highly effective venture. Those who previously used separate technologies can easily move their current knowledge documents to Notion.
Then, based on use cases, importance, and total worth, Notion will automatically arrange and rank knowledge content. This results in highly contextualised, on-demand learning experiences for your staff and consumers, as well as increased productivity for everyone involved.
- The drag-and-drop interface makes creating, modifying, and polishing knowledge a breeze.
- Project management tools reinforce and further streamline teams’ knowledge management efforts at all phases of the process, with over 100 customisable content templates to promote efficient communication and comprehension of in-depth topics.
- Personal: Free for one user with up to five guest users • Personal Plus: $4/month for one user with unlimited visitors • Team: $8/month per user
Slite’s software is designed to assist teams in creating and managing a unified and comprehensive internal knowledge base.
As a result, Slite enables teams to discover and document new knowledge as it emerges. Slite makes it simple for teams to present new information in real-time — and for stakeholders to access it as needed — on everything from meeting minutes and project updates to customer interaction data, evolving best practises, and procedural modifications.
The software developed by Slite is also extremely scalable. While less tech-savvy teams will likely find Slite’s basic content production tools easy to use, advanced users can take advantage of the tool’s more technical and “heavy” features.
- The user dashboard contextualises newly developed and recently updated knowledge information.
- For both remote and on-premise teams, collaborative technologies enable freeform brainstorming and content creation in real time.
- Continuous performance tracking allows knowledge content and KM procedures to be improved over time.
- Standard: $6.69/month per user for unlimited knowledge documents • Premium: $12.50/month per user for expanded permissions and OpenID provisioning • Free for up to 50 knowledge documents
11. Genesys DX
Genesys DX’s knowledge base platform, whether used internally or externally, strives to break down information silos and increase productivity across the board.
Teams may use Genesys DX to produce dynamic, interactive, and engaging knowledge material that can be used by all stakeholders. While rich media support helps users to go deeper into their learnings in a variety of ways, interactive surveys and comment sections allow them to provide instant feedback on your knowledge content.
The search optimization functionality in Genesys DX allows teams to make knowledge information more accessible while simultaneously increasing the content’s quality. The tool assists here by surfacing related and alternative keyword terms for all knowledge content, ensuring that all users may readily access the information they require to advance.
Features of Genesys DX
- Natural language processing analyses search queries automatically to discover the user’s contextual demands — and then delivers appropriate value.
- Chatbot and ticket escalation technologies work together to enable self-service while also ensuring that high-priority issues receive the attention they deserve. • Multichannel communication support allows users to get help from any device.
Genesys DX Pricing • Genesys DX is priced on an individual basis, based on your company’s requirements.
The knowledge base product from livepro is designed to optimising customer service and contact centre processes, among other things.
Support teams can use livepro on the frontend to expose and deliver solutions to external users via any digital or physical channel. Livepro helps onboard new staff and bring them up to speed fast and effectively on the backend.
For all knowledge management processes, livepro additionally provides customisable guidance. Livepro’s technology gives a clear route to success for teams just getting their KM endeavour off the ground.
As your team gets started, livepro’s analytics tools will assist you in identifying your most successful knowledge material – as well as what has to be improved.
Features of livepro
- Integrates with other knowledge management software, as well as a slew of additional technologies focused at bettering client connections and experiences.
- Sentiment analysis allows support personnel to approach client interactions with the proper mindset, attitude, and preparation.
- Forums allow teams and users to engage in more intimate and personable discussions about certain issues.
livepro Pricing • Livepro’s pricing is adapted to the specific demands of each team.
Shelf’s goal is for teams to experience immediate, measurable outcomes after they begin utilising their knowledge management solution.
Automation is present in almost every element of Shelf’s operation. Shelf attempts to eliminate the mundane, time-consuming aspects of the equation by recognising vital knowledge for documentation reasons, distributing this information as needed, and increasing knowledge content for all stakeholders. Also check DLL fixer software
- From start to end, publication workflows help expedite and automate knowledge management activities.
- Full-text search features ensure that users can always find the knowledge they need.
- When escalation is required, live chat allows support staff to pick up where automation left off.
Shelf Pricing • Shelf’s three tiers of services are charged based on the needs of each team.
Contact centres, IT service desks, and corporate companies wishing to automate their knowledge management operations will benefit from USU’s knowledge base solution.
Teams can get a holistic perspective of their knowledge management efforts with USU’s AI-powered predictive capabilities, as well as clear recommendations on how to improve moving forward. Asset management and content alerts also ensure that your knowledge content is always current.
USU, like the other solutions on this list, aims to automate KM procedures wherever possible while also arming knowledge teams with the tools they need to improve their workflows and documentation.
Features of Knowledge Management at USU
- AI-powered decision support ensures that your knowledge teams and front-line employees always make the best decision.
- Interactive knowledge content disseminates critical information to all stakeholders in a timely and efficient manner.
- Teams and organisations may customise their knowledge base to their individual needs thanks to USU’s customisable UI.
USU Knowledge Management Pricing • The software from USU is priced based on the demands of the individual.
Bloomfire’s software enables teams to progress from knowledge management to knowledge engagement.
In other words, it’s more about creating and retaining knowledge for truly useful purposes rather than for posterity or “whenever it’s needed.” Bloomfire strives to sustain corporate cohesion through knowledge-focused efforts as remote work becomes more common and teams become more fragmented.
Bloomfire creates feedback loops for knowledge creators and administrators by using automated reminders and responders. This guarantees that employees understand the genuine impact their efforts have on your team’s productivity over time, in addition to urging and incentivizing them to contribute to your collective knowledge.
- Interactive dashboards and feeds surface critical information as well as knowledge content that has to be updated.
- Employees & team leaders can easily track contribution efforts — and even help knowledge providers improve these efforts over time — thanks to AI-powered, dynamic search that directs users to the right knowledge content with minimal effort on their part.
- Basic: $25 per month per user • Enterprise: Contact us for a quote
Why should you use Helpjuice as your knowledge base software?
- Self-service solutions enable Virgin Mobile to provide support to 40% more consumers.
- McLean Financial Services improves the effectiveness of their training sessions by a factor of two; Azapack, a packaging company, improves overall operational efficiency.
Need more proof? Here’s what our customers had to say:
Launching Helpjuice we are expecting to involve the complete team in a different learning process which is easier, entertaining and saves time. We are planning to use Helpjuice platform to prepare new hires for tests and the existing staff may better investigate the field they work in.
-Tamar Khutulashvili, TBC Insurance
Managers are crediting more regular effort to the Helpjuice library. We have more additional library users than ever before — the audience understands the value of the library, & are drawn to it to address their daily issues. Users are also requesting for more content to be provided — referring to the extra value our staff finds in Helpjuice’s software.
-Richard Thompson, Sr Project-Manager, Collins Community Credit Union
Helpjuice has reinvigorated the interest of our own support agents in utilising and marketing the company’s help site. Our staff members are continuously suggesting new content to generate to better help our customers\s-Marco Armineta, Director of Customer Experience, Valant
Our software — together with our dedicated support team — can help you establish a self-service knowledge base that empowers both your employees and your customers to discover the info they need, when they need it.
With our software, you get:
User-Friendly Knowledge Base Software That’s Uncomplicated to Implement
As a SaaS software supplier, our knowledge base solution is incredibly simple and quick to adopt.
Additionally, when you engage with us, you can count on getting help from our customer success team to secure that you end up with a knowledge base that supplies a seamless experience for your end-users.
Our software is also very easy to use… in fact, it’s so easy to utilise that we find that we don’t have to furnish training to your personnel on how to utilise our knowledge base software.
Powerful, Feature-Rich Content Authoring Capabilities
Helpjuice’s knowledge base software comes with a robust content editor that allows teams to easily develop knowledge content both separately and as a team.
When creating or modifying a knowledge base page, employees will have access to a feature-rich editor that comes with a range of formatting options along with the ability to add and edit multimedia content immediately within the content creation dashboard.
Additionally, our knowledge base platform authorises teams to engage in real-time through our live commenting function while developing knowledge base material. This authorises team members to work simultaneously on precise content as well as to communicate directly within the document itself.
Dynamic Google-Like Search
With so much content to dig through, the best knowledge base software should make it exceedingly easy for users to access the information they’re looking for.
With Helpjuice, you receive Google-like search capabilities that can deliver search suggestions to users in real-time, helping them to easily locate the exact information they’re looking for. These search suggestions also give the users a quick sample of other knowledge base sites they may want to check out.
Not only that but our probe also has the capacity to search within text-based files, PDFs, and even multimedia information.
With Helpjuice, you’re not perforated with a cookie-cutter layout. We provide numerous templates, all of which may be readily changed to help you establish a knowledge base that aligns with your organization’s brand identity.
While we authorise you to make use of our advanced page editing to alter a template, you may just make use of our unrestrained white-glove customization service. All you ought to do is email our support team with your preferences and they’ll work on building your knowledge base to look just the way you want it to so that it not only fits your brand’s graphics but far more.
Detailed Analytics That Actually Nourishes You With Useful Information
Reckoning the way your team and/or your customers use your knowledge base can help you improve your business in a medley of ways.
A few examples:
- Knowing which content your customers frequently swallow will tell you what they’re interested in learning about\s• Identifying pages your team members often visit will tell you where extra training and professional development may be needed\s• Understanding when, in their journey with your brand, your customers used your knowledge base will help you optimise their experience altogether
For this reason, Helpjuice delivers thorough reporting and analytics options within our software.
Typically, these reports will offer information regarding:\s• Visibility/deliverability of content\s• Usage time\s• Content performance and impact
In a “meta” fashion, this info allows you to make adjustments to your actual knowledge base content – in turn making the mechanism an even more valuable asset to your organisation.
Optimized Software Integrations and API Access
In order to act as the core hub of knowledge inside an organisation, your knowledge base mechanism must integrate seamlessly with the many other tools in your tech stack.
Helpjuice connects directly with a number of solutions, such as:
- Slack, enabling internal exchange of knowledge base content through direct messaging
- Zendesk, allowing you to rapidly push relevant knowledge base material into helpdesk tickets
- Olark, enabling automatic delivery of knowledge base content to consumers via chatbot
Our knowledge base now integrates with Zapier, allowing you to link our software with over 1,000 additional tools and apps.
Additionally, Helpjuice provides API access that is designed around REST, HTTP, and JSON so that you may develop your own integrations into your existing workflows.
By linking your knowledge base software with your different other products, you’ll ensure the information you ought will always be a click away – no matter what tool you’re using.
Content Control and Version History
Our content control tool allows you to define authoring and formatting rights for your team members as needed. This will secure that your documented knowledge remains undisturbed and intact unless someone with the right access makes an update.
When updates do happen, our editor maintains track of any changes that are getting caused including who is making the changes & when they are made.
Similarly, our content control feature authorises you to restrict visibility of individual knowledge base content, upholding your team’s private info out of public view.