33% of customers are frustrated by waiting on hold. And 33% are most frustrated by having to repeat themselves to multiple customer support representatives!
For customer service representatives, answering the same repetitive questions is most certainly not an enjoyable task. But a successful company or business owner knows that answering all relevant questions and providing knowledge base customer service through the best FAQ software is what makes your company gain new success.
Table of Content
Now that we have established common ground on how important it is to answer customer questions, the next question arises on how to do so while saving as much time as possible for more essential tasks. You have 3 options to choose from – traditional phone calls to a customer service center, emails, and free FAQ software.
Let’s look at the top FAQ Software solutions available so that you can choose the right one based on your needs.
Best FAQ Software Solutions Compared
13 Best FAQ Software and Tools
Ideal for businesses who want to reduce support loads and the number of support tickets & emails and create a faster way for their customers to get quick answers to questions, CloudTutorial has the following prominent features you will love:
- Create a beautiful FAQ site on your domain or the CloudTutorial clone domain – the choice is yours
- Provide the right results even for the misspelled words
- Get data on what your uses searched for but couldn’t find – this might be the next feature you want to provide the inspiring support or the topic of your next article
- Get insights on search phrases and the articles viewed – this data might help in simplifying specific processes
- Advanced privacy features so that you can keep control of who can see your contents
- A lightning-fast Google-like search
- Manage multiple roles and users and control the access of every user
A FAQ software built from the ground up to create a FAQ knowledge base and gain important insights from those articles, CloudTutorial can help you with inspiring solutions to create a beautiful FAQ website that matches your product information in no time.
CloudTutorial is designed to use as a FAQ page on your website without doing much coding, and it can be used as an internal knowledge base to make sure you know exactly what you know to take your company to the next level.
We have a very simple pricing structure for pricing that can help you choose the right plan for your business needs within minutes. To get you started with things, you can get the 14 day trial. 3 paid plans can give you more customizations and allow you to manage more sites and team members. To see the details, please head to our pricing page, where everything is explained in detail.
Looking for an Apt FAQ Software To Create FAQ Page?
CloudTutorial allows creating tailor-made FAQ pages that help your customers.
Some of the advanced features of this customer support software & knowledge management software are:
- Available with a free trial
- Live Chat feature in the sales and support suite
- Multiple options to communicate: Services like Voice and SMS, WeChat, WhatsApp, Facebook, and other social media platforms
- Self-service knowledge base software for creating FAQs for customers
- Ability to keep track of support requests
Zendesk is a customer engagement tool or knowledge management software that offers sales and support solutions. Let’s first take a quick glimpse of the sales suite.
Designed to improve all sales-related business operations and communications, the Zendesk guide allows your customers to manage all the information in the form of emails, chats, calls, and other contact methods from a single platform.
On the other hand, the support suite allows Zendesk customers to manage all communication methods and social media from a centralized platform. Offering solutions to your customers that surpass simple FAQ needs, Zendesk Guide lets you create FAQs for your business or personal site while providing you options to have an interactive support team, live chat, and create a ticketing system customer support.
Zendesk is ideal for medium to large companies and enterprises who want to have a complete digital help center and not the best solution for creating a FAQ knowledge base website. The reason for this being, the high pricing that most companies prefer not to pay.
The Pricing Plans sure take a minute or two to understand. Offering many plans for different needs, the Zendesk guide starts at $49 per agent/month for the support suite. For the sales suite, the Sell Enterprise is $99 per user/month. These prices can be certainly high if all you want to create is a FAQ service software knowledge base.
A customizable knowledge base software allows you to collaborate on content and has advanced integrations with third-party apps, HelpJuice is loved for the following reasons:
- Free trial available
- Work with multiple versions of content, and publish them as you please
- Dozens of inbuilt themes to choose from
- Integrate with Slack, Google Chrome, Zapier, etc.
- Optimized for Google SEO, so your pages can be crawled by google bots
An easy-to-use knowledge base software designed to scale your customer support, Help Juice allows your customers to provide a self-service support or help center for your users and publish knowledge base articles for your employees to the company website.
HelpJuice is more of a Knowledge Base software that does revolve a lot around FAQs as compared to Zendesk. You are able to create information or articles for your customers as well as your employees. In terms of pricing, HelpJuice is quite expensive, and the most basic pricing plan starts at a whopping $120 per month and allows only 4 users.
If you want unlimited users to access your business knowledge base, then the pricing can go up to $369 per month. This is quite expensive, and for simple needs that do not need much documentation management, looking at other options may be a wise choice.
Like most other software described on this list, Document360 allows you to have custom branding of your help site with brand colors & logo. Some of the top features of this software are:
- 14-Day Free Trial
- Analytics that show data like user engagement and other support metrics
- Ability to peer review articles before publishing
- Internal commenting on articles, to share thoughts and information easily
- Change the visibility of each article to make your KB private or public
A scalable knowledge base software, Document360 is again more of a Documentation management software that provides the ability to have frequently asked questions in the knowledge management software. This help desk software allows your team and the customers to create, collaborate, and publish a self-serving knowledge base or information for your product.
Document 360 knowledge base software is ideal for companies with many employees working on the same project, and the collaboration process is a bit chaotic. With this software, you and your customers can ensure a smooth flow of document creation and management and create a FAQ service website.
You can simply log in from their website, and you can use the following features instantly:
- Available with Free Trial
- Unify all support channels like email, phone, chat into one module
- Invite people via email to collaborate on content
- Ensure all customer questions are answered through a ticketing system
- Categorize all customer support tickets and prioritize all tasks based on those categories
FreshDesk is a product offered by Fresh Works, the renowned name in providing customer service solutions. FreshDesk is an omnichannel, bots, and self-service customer portal. Designed to streamline, automate, and collaborate all your customer service tasks, FreshDesk provides simplified support.
FreshDesk is great for companies who have many emails coming in, and having a FAQ section through the company knowledge base software might not affect the number of emails largely. The software offers a help desk and an omnichannel package based on your business needs. If all you want is a managed and simplified help desk, then there is a free version of the software to get you started.
Some of the most exciting features to note about HelpCrunch are:
- You can have avatars for your agents on chat. Conversations are fun this way
- Set automated greetings easily for live chat
- Your FAQs are stored in a self-service knowledge base on your website
- The simple pricing structure allows you to choose the right plan in minutes
HelpCrunch is an all-in-one customer communication software that is more focused on providing a great customer experience. HelpCrunch allows the customers to talk between multiple channels, provide 24/7 support, and provide faster service and products from a single tool without switching between multiple tools.
With the help of this software, you can customize your chat and support website with brand logos and theme colors based on your business needs. All in all, HelpCrunch is a great platform/software that allows you to provide impeccable live support to your customers.
Few points to note regarding HelpCrunch are that it is not a DMS, and working on documents together is a bit complicated with this software. If you want to create live support with FAQs, this might be a good option to consider with a free trial and the pricing for the standard plan starting at $12 per month per team member.
Some of the top features of this app are:
- Supports 14-Day Free Trial
- Workflow similar to any email inbox, so a small learning curve
- Mobile app to enable you to work from anywhere, anytime
- Customize your knowledge base software & your contact form site to match your brand themes
- Room for comments and discussions in the shared inbox
SupportBee is a ticketing system to make sure no customer problem goes unnoticed, ever. With SupportBee, the customers can organize their emails, prioritize, and collaborate on support emails.
The three primary services offered by SupportBee software are a shared inbox for all your business emails, a knowledge base that allows your customers to find instant answers to the most common questions, and a customer portal to track and manage all customer communications and content collaboration.
SupportBee is an ideal match for companies where the frequency of FAQ on the website is low, and email is a crucial part of their day-to-day lives. In addition to this, if the frequency of emails is high and managing your inbox is hard, SupportBee is a good software to consider.
Want to Reduce Customer Support Tickets?
CloudTutorial reduces customer support tickets by 80% as it delivers smart search.
Some of the best features of this software solution are:
- Save templates for common FAQ/articles
- Allow contributions from all employees and manage roles of every user
- Ability to deal with the answers and questions by referencing existing articles or create a new knowledge base article based on the question
- Search content quickly with an easy to use search suggestions feature
An internal knowledge base software designed to save you from answering repetitive employee questions, Tettra simplifies workflows that revolve around internal knowledge in your organization.
Enabling you to centralize scattered knowledge in your company knowledge base, your customers can reference your knowledge base articles and other documents from Tettra to third-party applications like Google Docs, Dropbox, Search Engines, etc. without having to re-create the same content.
To summarize, Tettra allows your customers to create a FAQ service or website that can be used as an internal or an external knowledge base. You get a free trial that allows only 5 users to work collectively.
If you have 10 employees who need access to your interactive knowledge base software, you need to pay $99 per month. This can get super expensive in no time, and if your business needs are basic, then looking at other options might be a good choice.
Some noteworthy features of this software are:
- Multi-channel ticketing system to work with email, live chat, and on the phone
- AI-powered Zia to help customer service agents work faster
- Amazing integrations with other Zoho products like Zoho CRM and much more
- Use APIs to integrate Zoho Desk into your organizational systems
The complete software solution that puts customer service or products at the heart of your company, Zoho Desk offers a package of the right tools that helps a customer service agent be more productive at work, helps managers make faster decisions with the right information or content needed, and an inspiring support team to help your customers get service and products as quickly as possible.
Zoho Desk is primarily a ticketing software to make sure all your emails respond with relevant answers, and you can also create a FAQ with this software. It is best suited for companies that need to provide support in addition to FAQ software. If your company is oriented on customer service, and it is the most crucial part of your company, then Zoho Desk is an option that you must consider.
It is free for the first 3 agents on a trial basis, and the standard pricing starts at $11 per agent per month. The pricing can go up to $33 per agent per month for the most advanced set of features.
Slab is a software that enables companies and businesses to create and maintain FAQ sections for their websites. The platform is built with more features and less complexity making it easier for the individuals who are not technologically inclined.
This software comes with a variety of features that make creating FAQs a simple and an easy job. Some of the key features are:
- This easy-to-use software can be used even by the not-so experienced users
- It is mobile friendly, allowing users to create, view, or manage FAQs from their mobile phone directly
- Allows multiple people to manage the account and FAQs
- It comes with a default design that is modern and sleek, so FAQs created with the software will look good by default
Along with these features, there are many other features that are helpful. The platform can be integrated with a website and other platforms, it offers multi-language support, advanced reporting & analytics, mobile-friendly, access control and API integration.
The three primary services offered by HappyFox are a ticketing system, self-service support software for knowledge base content, and a community form. Some of the features of this software are:
- Make sure all customer concerns are addressed with a quick and easy ticketing system
- Templates to provide faster responses to common questions
- Help Desk reports and other key metrics to monitor user engagement
HappyFox is an all-in-one ticketing system and a help desk designed to enable you to provide faster support to your customers.
HappyFox, like much other software discussed on this list, is a ticketing system that helps you create beautiful FAQ software for your website. The one thing that differentiates HappyFox from other software is its pricing structure.
If you have a large team, paying for each user and customer can get expensive in no time, and you can choose pricing options between agent-based plans and unlimited agent plans. You need to get in touch with the HappyFox teams for pricing quotes, and a free demo is available for all plans.
Some of the vital features of Whatfix are as follows:
- Zero-coding content creation
- Walkthroughs for goal-based guidance
- Condition-based walkthroughs
- Precise and automatic targeting
- Optimization for users who are on-the-go
- Assurance that data is accurate
- Capacity to reach users when they are most receptive
Whatfix is a platform that helps organizations deliver effective training, easy and modern employee onboarding, and enhanced support to consumers through contextual content exhibited at the time of requirement. It gears up software solutions by lending intuitiveness, personalization, and incredible simplicity. You may learn innovative conducts to engage your users with its APIs.
It gets integrated with all main analytics, KBs, LMSs, video channels, and support tools. Numerous Fortune 500 initiatives trust Whatfix to get rapid ROI on their investments and increase end-user performance and productivity.
Some features of this software are:
- All in one application, that allows you access the knowledge base, CRM, and invoicing module
- A free version to get you started in no time (for the first 2 users only)
- TLS encryption on your sites
- Great customer support software whenever you need it
Flowlu is a knowledge management solution, that allows the customers to have access to all their organizational knowledge in a single place. With this easy-to-use Knowledge Management system, you can access all your information of service and products in one location, and easily contribute to the knowledge base software. You can create internal and external knowledge bases to help your customers as well as your employees.
Flowlu has a free version that allows only 2 users or customers to test a few basic features. If you want a more advanced set of features and more users, you can choose the team plan that costs $29 per month, and this allows access to 8 users. For unlimited users, the professional plan for $119 per month is a great option to consider.
Creating a Knowledge Base or FAQ: 3 Tips to Get you Started
Creating a self-service Knowledge Base and FAQ pages can be a lengthy task, and you might wonder where to start. Refer to a few FAQ examples and tips that can help you create the perfect FAQ pages and knowledge base articles:
Figure out the design and structure
Your articles can have two possible target audiences: your company employees or your customers. Suppose you are creating a FAQ page intended for your customers. In that case, you want to create as many categories of products as possible and as detailed articles as possible and include images and videos to assist them.
On the other hand, if the KB is designed for your employees, the categories will be slightly different, and you can categorize based on the field or expertise level of different groups of employees.
Determine the content structure and writing process
Once you have figured out the content categories and the KB structure, the next thing you need to do is to map out the different topics of products for your categories and create a writing schedule to help your articles with your customers. Doing this ensures you have everything planned, and the writing process can’t get overwhelming.
Writing long articles is necessary at times, but the chances are that your readers won’t go through the self-service knowledge base article completely if there are no visuals. To avoid this, it is usually a good practice to include visuals, screenshots, videos, and screen recordings in your content or articles. (Refer to our FAQ guide) You can add the visual requirements when you plan your content, ensuring a faster publishing date.
These were the three tips that can help you take the first step in creating the perfect knowledge repository for your customers and employees. Before we wrap this blog, we have got a few more tips in terms of questions and answers that can help you with the content plan. If you have multiple information to share for your service or products and don’t know where to start, reading the next section might help you gain some clarity.
Build an organized Knowledge Base For Your Customers?
CloudTutorial helps you create a proficient knowledge base to categorize and organize documents.
How to Choose Your Knowledge Base or FAQ Topics
Usually, Knowledge Base creation is a work of time, and it is not something that can be achieved in a certain period. You need to constantly add information about products, edit and update existing information in your self-service knowledge base to keep your customers up to date. But the hardest thing in this process is where to get started.
When you start creating a KB, you have various information that you want to share and not knowing where to start is quite dreadful. The points below are the ones we, at CloudTutorial, use in our KB creation, and you can use them for your own needs:
Understand Why You Need a Knowledge Base
Right now, when you have decided that you want to incorporate a KB in your organization, you have a list of topics that you want to add. But before putting all of those thoughts into work, the first actionable item should be what made you consider having a self-service knowledge base.
Were you too tired of answering the same subscription questions, and wanted to create FAQ software to address those? Did you want to use fewer human resources in the onboarding process of new employees and automate the process as much as possible? Whatever was the issue, that should be your first article.
Know Your Audience
After writing your first article, to write the next few pieces of information, you simply need to ask yourself like who will read my articles? If your audience is the new hires in your company, you need to write articles and standard answers based on the common FAQ questions asked by new employees for the service or products, and you have topics for the next 50 articles (at least!).
If the articles you write are designed for the FAQ site for your customers, then your articles should be regarding all the features and services you offer, starting with the most complicated one.
Put Your KB to Test
When you have a few articles set in place, you need to get input in terms of questions from your target audience and see if the purpose of those articles is fulfilled or not. You can ask newly hired people to go through your KB and see if they had any confusion anywhere or not. This input tells you what you did right and where you can improve and minimize the support loads.
Need Your New Employees to Get Acquainted with System?
Cloud Tutorial makes the process of onboarding easy. It helps you form various articles on your projects.
Master FAQs with CloudTutorial
A self-service knowledge base is designed so that your target audience and customers can find answers to their questions – fast. To receive fewer support requests and provide accurate and great answers, things we are masters at, CloudTutorial can help you in the following ways:
- Organize all articles by categories: Having a long list of articles is not helpful in any way. To make things easier for your target audience, you need to add detailed types of services or products to your FAQ site.
Assign a category to each article, and if you want, you can have an article displayed in more than one category – the sky’s the limit with CloudTutorial.
- Add images and videos to make things easier (and interesting): Don’t want to read a list of 15 simple steps? CloudTutorial gets you on this one. You can add images in the answers as you explain things, or better – do it with a video.
Adding visuals to FAQ software makes it so much better, and you are less likely to get follow-up questions.
- Make your FAQ page search-friendly: Do you have a habit of making spelling mistakes? Most of us do (Guilty!).
That is precisely why we have a search that can read the alt. text in your images with those spelling errors and typos, so you can share the information and its related answers you wanted to in the first place.
- Reference to other relevant articles: If your user has a certain question regarding how to upgrade their subscription plan, then it is very likely that they might have questions regarding how to use the premium features.
You can refer to all relevant articles and answers that your user might be interested in, given that they are reading the current article quickly with CloudTutorial.
Yes, of course! You can easily create articles that you want to be accessible by everyone, accessible to only a few people or customers via a link or password – your preference, or invite people to read/edit articles via email.
If you want to have an internal knowledge base, you can simply share a link or a password to your KB. If you want to ensure more privacy support to your internal information, then you can add your employee emails and specify custom roles for each.
The answer to this is both yes and no. If the information you want to share in your KB can be written in a questions & answers format, the most readable and interactive one out there- then your KB can be written as a beautiful FAQ site that is clean, compact, and organized.
Choosing the right FAQ software is a difficult task, and we hope that this page has helped you in making that choice a bit easier. With Cloud Tutorial, get your customized FAQ page that rapidly helps your customers find answers to their simple questions.
Our proficient team will assist you in choosing the topics and get you started with your FAQ knowledge base. If you have any more questions or need to get in touch with us, please feel free to contact us, and we aim to make your life easier in any way possible.
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Using this tool, all you have to do is add your first test article and see how it looks. Now, you don’t have to sign-up or login into CloudTutorial software just to check how your first article appears.