“The most successful men work smart, not hard” – Bangambiki Habyarimana, The Great Pearl of Wisdom
How many of us dread opening our emails to answer the same question for the millionth time to the customer support team? Any customer service personnel has thought about ignoring a few customer service emails at some point or another, and this is a very common problem from the customers’ end that needs to be resolved promptly. Answering the same repetitive questions is most certainly not an enjoyable task, but any successful company or business owner knows that answering all questions and providing great customer service through FAQ software is what makes your company gain new success. Not convinced yet?
Let’s look at some numbers:
- A survey by Vonage revealed 49% of American consumers switched companies last year due to poor customer service
- A customer is four times more likely to switch a competitor if the problem they’re having is service-based, according to research done by Bain and Company
- Studies done by Invesp has shown that investing in new customers is between 5 and 25 times more expensive than retaining existing ones
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 important tasks. You have 3 options to choose from:
- Traditional phone calls to a customer service center
- FAQ software
After reading the title of this blog, you are already clear that we, here at TCT, are going to pitch how great option-3 is. And you are correct. But we have the right reasons to do so:
- If you decide to hire a customer service rep and train him/her to answer all phone calls, your customers are still looking at the long wait times for the most basic questions
- Hiring a customer service person can be quite expensive at times, and you may want to outsource your customer assistance to a 3rd-party agency, who claims to be an expert in providing an unmatchable customer experience. But before you make up your mind on that, let’s look at two numbers:
- HubSpot Research: 33% of customers are most frustrated by having to wait on hold. And 33% are most frustrated by having to repeat themselves to multiple support reps
- Qualtrics: 50% of shoppers believe their feedback doesn’t go to anyone who can actually act on it.
It is quite evident that great customer assistance can’t be guaranteed in this option.
- Now, let’s look at the most preferred option for all sizes of companies: emails. Everyone business or company owner loves emails, they can provide the most accurate answers to their questions of customers at ease, and it is unbelievably cheap. But the downside here is the long response times for support. For simple questions like if a pricing plan includes a certain feature/service, how to use a feature/service, etc. For all these frequently asked questions, and using a FAQ will make both you and your customers happy with inspiring answers.
- The most ideal way will be to have a FAQ software that answers the most basic questions, and then you can address the additional questions via an email.
Now, that we have your attention, let’s look at the top FAQ Software solutions available out there, so you can choose the right one based on your needs.
Table of Content
13 Best FAQ Software and Tools
The Cloud Tutorial
A FAQ software built from the ground up to not only create a FAQ knowledge base but to gain important insights from those articles, The Cloud Tutorial can help you with inspiring solutions to create a beautiful FAQ website that matches your product information in no time. 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 answers to most common questions, The Cloud Tutorial has the following features you will love:
- Create a beautiful FAQ site on your own domain or on the Cloud Tutorial 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 certain processes
- Multiple privacy settings: 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
These were only some of the features that we thought you will love. To know more about the features we offer, head to our features page, where you can learn in detail about everything we offer. In terms of who can use this software, The Cloud Tutorial is designed so that you can use it 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.
For pricing, we have a very simple pricing structure that can help you choose the right plan for your business needs within minutes. To get you started with things, you can use the free plan that allows you to manage 2 help sites and have 5 team members with editorial, viewing or administrative rights to the sites. There are 3 paid plans that 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 we explain everything in detail.
is a customer engagement tool/software that offers sales and support solutions for the company. 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 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. Some of the features of this customer support software & 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, etc.
- Self-Service knowledge base for creating FAQs for customers
- Ability to keep track of support requests
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 for 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 just 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 a lot of plans for different needs, for the support suite, the Zendesk guide starts at $89 per agent/per month. For the sales suite, the Zendesk guide starts at $79 per rep/per month. These prices can be certainly expensive if all you want to create is a FAQ service software knowledge base.
An easy to use knowledge base 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. A knowledgebase software that is customizable, allows you to collaborate on content, and have third-party app integrations, 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
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 $250 per month and allows only 2 users. If you want unlimited users to have access to your business knowledge base, then the pricing can go up to $789 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.
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 KB software. This help desk software allows your team as well as the customers to create, collaborate, and publish a self-serving knowledge base or information for your product. Like most other software described on this list, Document360 allows you to have custom branding of your help site with brand colours & 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
Document 360 is ideal for companies with a lot of employees working on the same project, and the collaboration process is a bit chaotic. With this software, you and your customers are able to ensure a smooth flow of document creation, and management and create a FAQ service website as well. In terms of the pricing, the Startup plan starts at $49 per month per project and goes all the way up to $499 per month per project.
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. 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 great for companies who have a lot of emails coming in and having a FAQ section through the company knowledge base 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, and a blossom package for $19 per month per agent, for standard support. The omnichannel support starts at $79 per month per agent, and you can have a live chat and a support center via phone under this.
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 live chat and support website with the brand logos and theme colours based on your business needs. Some of the most interesting features to note about HelpCrunch are:
- You can have avatars for your agents on live 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
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, then this might be a good option to consider with a free trial and the pricing for the standard plan starting at $15 per month per user.
SupportBee is a ticketing system to make sure no customer question goes unnoticed, ever. With SupportBee, the customers can organize your 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 answers to the most common questions, and a customer portal to track and manage all customer communications and content collaboration. 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 & your contact form site to match your brand themes
- Room for comments and discussions in the shared inbox
SupportBee is an ideal match for companies where the frequency of FAQ on the website is low, and email is a crucial part of the day to day lives. In addition to this, if the frequency of emails is high and managing your inbox is hard, then SupportBee is a good software to consider. The pricing starts at $15 per month per user, and there is an enterprise plan for $20 per user per month.
An internal knowledge base 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. 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 to existing articles or create a new knowledge base article based on the question
- Search content quickly with an easy to use the search feature
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. The pricing starts with a free trial and allows only 5 users. If you are a company that has only 5 employees, then you are good to go with the free version. If you have 10 employees that need access to your internal knowledge base, then 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.
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 perfect answers, and you can also create a FAQ with this software. 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
- Integrations with other Zoho products like Zoho CRM, and much more
- Use APIs to integrate Zoho Desk into your organizational systems
This software 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 $18 per agent per month. The pricing can go up to $45 per agent per month for the most advanced set of features.
A bit different from all the software applications mentioned in this list, Typeform allows you to create forms and surveys, and turn all your questions into conversation answers. Designed to bring questions and answers to life, so people are more likely to provide accurate data and information, with Typeform you can create a FAQ site for your company. Let’s look at some of the top-selling points of this platform:
- Create FAQs and other forms with the inbuilt templates
- Add icons and make your content look more interactive
- Integrate easily with google sheets, slack, and much more
- Give a more personalized experience with hidden forms
This is an ideal software solution for companies who have multiple surveys conducted on a frequent basis. Such companies can create a beautiful survey and a FAQ site with Typeform. In terms of the pricing, you can get started with a free plan that offers you limited functionality to get a taste of things. The essentials plan starts at $35 per month and can go up to $70 per month depending on your needs.
HappyFox is an all-in-one ticketing system and a help-desk that is designed to enable you to provide faster support to your customers. 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 like much other software discussed on this list is a ticketing system that helps you create a beautiful FAQ 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 customers can get expensive in no time, and you can choose pricing options between agent-based plans and unlimited agents plans. You need to get in touch with the HappyFox teams for pricing quotes, and a free demo is available for all plans.
A simple help center for your web apps, if you want plain FAQ software with no analytics and other fancy stuff, then Haash is a good option to consider. An essential thing to note is that this software can only be used for apps, and allows the customers to quickly build FAQs in a couple of minutes. Some key features of this app are:
- Create questions and answers, and drag-and-drop to change order
- Search questions and answers with the search feature
- Customize your FAQ site with your brand colors and logo
An option to consider for web app developers, Haash has 2 pricing plans: a free and a plus plan that costs you $10 per staff member per month. The advanced feature allows for as many staff members to have access to your FAQ site.
Flowlu is a Knowledge Management Software, that allows the customers to have access to all your 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. 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 first 2 users only)
- TLS encryption on your sites
- Great customer support software whenever you need it
Flowlu has a free version that allows only 2 users to test a few basic features. If you want a more advanced set of features and more users then you can choose the team plan which costs $39 per month, and this allows access to 8 users. For unlimited users, the enterprise plan for $249 per month is a great option to consider.
Creating a Knowledge Base or FAQ: 3 Tips to Get you Started
Creating a Knowledge Base and FAQ pages can be a lengthy task, and you might wonder where to start. Here are a few tips that can help you create the perfect knowledge base articles and FAQ pages:
- Figure out the design and structure: Your articles can have two possible target audiences: your company employees or your customers. If you are creating a FAQ page intended for your customers, 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 of your customers. Doing this ensures you have everything planned, and the writing process can’t get overwhelming.
- Include visuals: Writing long articles is necessary at times, but if there are no visuals, chances are that your readers won’t go through the knowledge base article completely. To avoid this, it is usually a good practice to include visuals, screenshots, videos, and screen recordings in your content or articles. You can add the visual requirements when you plan your content, and this will ensure 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. Now, 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.
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 of time. You need to constantly add information about products, edit and update existing information in your 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 the Cloud Tutorial use in our own KB creation, and you can use them for your own needs:
- Understand what made you create a knowledge base in the first place: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 KB. Were you too tired of answering the same subscription questions, and wanted to create a FAQ 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 questions yourself like who is going to read my articles? If your audience is the new hires in your company, you need to write articles and answers based on the common 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.
Master FAQs with The Cloud Tutorial
Knowledge bases are 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, The Cloud Tutorial 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 categories of service 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 is the limit with The Cloud Tutorial.
- Add images and videos to make things easier (and interesting):
- Don’t want to read a list of 15 steps? The Cloud Tutorial 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 FAQs 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 easily with the Cloud Tutorial.
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.
To wrap things up, first and foremost, we hope that this article was helpful, and you have all the answers you need to create a beautiful FAQ site. Choosing the right FAQ software is a difficult task, and we hope that this page has helped you in making that choice with questions and answers a bit easier. After you have made your choice with a FAQ software, the tips we have provided you will help 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. Please subscribe to our newsletter below if you want to get weekly updates from us.