Knowledge Base Software for Businesses: The Complete Guide

Offering a great customer experience is the new norm. Businesses are always looking to increase their client’s experience as it is considered a must if you want to grow the business.

Fact: Customer experience will become the key deciding factor over price. (source)

Creating a knowledge base for business is a part of this great customer support experience. Choosing which knowledge management software to use is an important task as once decided and started to be used, it becomes difficult to switch later on. This is why we are here to help you decide.

But first, let us explain why you need a knowledge base software for business?


Why You Need a Business Knowledge Base Software?

It’s all about a better customer experience.

Fact: 96% of customers admit customer service is an important factor when deciding their brand loyalty (source)

  1. Solve Customers Issues Immediately

    No matter if you are a startup or an enterprise, every customer wants their issue to be resolved yesterday. Waiting for after-sales service agents to come online and reply to your query may increase frustration. Waiting is no longer an option.

    This is where the knowledge base software for business comes into play. Properly written knowledge base articles help answer customers’ questions immediately without the need for any human intervention.

  2. Easy Onboarding

    The very first step when a prospect becomes a client is onboarding. As soon as the customers are handed over from sales to the onboarding team, they need to be taught a little about what are the next steps. As they are new to the company, they need training and help to adapt your product.

    A self-service knowledge base helps new clients through the onboarding process. You can create detailed instructions of how-tos with articles, videos, and documents and share them with customers to better understand what needs to be done.

  3. Better SEO

    Benefits of knowledge management systems also include better SEO If your knowledge management software can answer visitor’s questions, customers are engaging with your content, and there are comments and positive feedback about your self-service efforts,

    The chances of better search engine rankings are high. Google has shared that if your content is good, even if there are no other efforts to rank high, Google will rank your website higher.

    This helps develop authenticity and result in more people trusting your brand and signing up to do business with you.


What to Include in a Knowledge Base for Businesses?

A knowledge base can have:

  • FAQ: Your knowledge base can have the frequently asked questions listed. This helps free up customer support agents’ time to focus on more pressing tasks.
  • Onboarding details: This is the first step where clients interact with you as a customer. A knowledge base content with an onboarding guide will help adapt your product easily.
  • Document management: Internal knowledgebase needs to be useful for any information needed by employees. Your knowledge base can have a centralized location where all useful documents are placed.
  • How-Tos: If there is a task that needs to be done while using your product, it should be added to your knowledge management software.
  • Workarounds: Sometimes, customers cannot perform specific actions due to understanding issues or problems faced by the system. Your knowledge management system should have workarounds on how to perform the same action using an alternate path.
  • Necessary information: Information like privacy policy, return policy, terms, and conditions, or any legal policy should be added to your knowledge management solution.

Build an advanced knowledge base for your customers and give them answers fast – real fast.

Take your app and help center to the next level with CloudTutorial.

Sign Up Now For Free


Knowledge Base for Businesses: Best Practices

  1. Table of Contents

    Do include a table of content at the beginning of knowledge base articles. This makes it easy for the reader to search for the part they are looking for instead of reading the whole thing.

  2. Categorize Everything

    For a better user experience and content management, categorize your content as much as you can. It helps with the organization and also helps customers to find answers easily.

    Pro Tip: There is such a thing as too much categorization. It is recommended to keep the main categories to a limit and create sub-categories as much as needed.

  3. Relate to Your Customers

    Try to be as relative to your customer as possible. Try to answer questions that are in your customer’s mind. 

    For example, instead of writing “How to change password,” it can be written as “How do I change my password?”. This will help relate more to questions your customers have in mind.

  4. Use Analytics

    Once the knowledge base software is up and running, use analytics to get actionable items out of it. Ask your knowledge management tool: 

    • Are users finding the articles useful?
    • Is your team reading the whole article or skipping the information?
    • Is there any improvement required to a specific category?
    • What are the questions asked that we do not have answers to?

    Analytics can help find your answers to these questions. Based on the information, you can modify the self-help support system as deemed necessary.


5 Knowledge Base Software for Businesses

Here are the top knowledge management solutions you can use based on your needs.

  1. CloudTutorial

    CloudTutorial

    CloudTutorial Known for its easy setup and not being heavy on the pocket, CloudTutorial is the knowledge management software that can easily fulfill all your business knowledge base requirements.

    CloudTutorial setup only takes minutes, as there is zero to no learning curve for the whole thing to be up and running. Creating articles is easy and efficient as there is no need to switch between different text editors.

    You can create custom roles for each user or use already defined roles as necessary. A feature unique to CloudTutorial is multiple role assignments to a single user. Sometimes the same user is part of the team that is a reviewer in one project but contributor in the other one, hence multiple roles.

    CloudTutorial’s AI-based search helps find the required information quickly and accurately. Another feature unique to CloudTutorial is typo adjustment. The AI-based search acknowledges the typo made by the user and informs the system to act accordingly.

    Another strong suit of CloudTutorial is analytics. You can have actionable items using the analytics features like:

    • Reports on daily visitors.
    • Export reports.
    • Insights like total article views, no result rate, popular search, etc.
    • Advanced tracking with Google Analytics Integration.

    Price starts at free. Recommended package is $49.99 per month.

    Verdict:

    If you are looking for a knowledge base software for businesses that does not compromise on the quality, is easy to set up, and not heavy on the pocket, CloudTutorial is the best knowledge management software for you.

  2. Zendesk

    zendesk

    Zendesk offers complete customer satisfaction solutions. Part of this help is a self-service knowledge base.

    Zendesk setup might require professional help as it’s not as easy as it should be.

    Zendesk customer support portal is integrated easily with the knowledge management software. Like other good knowledge bases, Zendesk recommends customer support agents with helpful articles.

    The omnichannel support makes it easier to talk to customers across multiple channels, including email, chat, social media, and support tickets.

    With over 1000+ available integrations, you will have almost all scenarios covered for you, but it may incur extra payments.

    Verdict:

    This might not be a good fit for you if cost is one of your concerns, as the price can creep up quickly. However, if you are already using other Zendesk tools for customer support, their knowledge base will fit right in.

    Build an advanced knowledge base for your customers and give them answers fast – real fast.

    Take your app and help center to the next level with CloudTutorial.

    Sign Up Now For Free

  3. Helpjuice

    HelpJuice

    It is a simple yet powerful knowledge management software with a lot of customization options. It has a simple user interface that you can customize according to the look and feel of your brand.

    Companies find content creation easy with its simple text editor. Collaboration tools help maintain multiple versions of the same topic. Companies can easily collaborate with each other and share internal notes on the written content.

    Like other good knowledge management tools, it also lets you decide who can see the articles. It can be an internal knowledge base or an external one, where everyone can benefit from the written material.

    You can export old articles into helpjuice by simply dragging and dropping the file into the editor.

    Price starts at $120 minimum, making it an expensive solution.

    Verdict:

    Helpjuice only suits big and enterprise companies because of its pricing. If you are an enterprise company with a lot of customization demands, then this can be the right fit for your requirements.

  4. Zoho desk

    Zoho Help Desk Alternative

    One of the oldest players in the knowledge base tools industry, the Zoho desk is a context-aware self-help solution. 

    Known for its complete help desk features, users can receive useful knowledge-based article suggestions while creating customer support tickets. It is helpful for support agents as machine learning algorithms suggest useful information regarding the ongoing conversation with the customer.

    Their omnichannel support makes it easier to talk to the contact center from any available medium. 

    Other useful solutions include :

    • Ticket management
    • Automation
    • SDKs for mobile app creation
    • Field level security and much more

    Verdict:

    Although one of the oldest knowledge base systems, it still leaves a desire to be better. The best it can be called mediocre.  

  5. HubSpot

    Hubspot

    HubSpot is a complete marketing, sales, and support tool with a knowledge base as a part of its solution.

    One of the benefits of this knowledge base is you do not need a hosting account or any integration with your WordPress website, as it is a self-hosted knowledge management software. But on the other hand, it does not have any available templates.

    The available marketing module helps you create articles and a faq page with great SEO capabilities, but it means you have to purchase the marketing module separately. 

    Hubspot has great knowledge base analytics, which your team can use to get actionable items from.

    Verdict:

    Because of the high price for each module, it is only suitable if you are looking for complete marketing, sales, and support solution. For a standalone knowledge management software, this is not a recommended option. 


FAQs

Information is only useful when it is required. No matter how great your content is, it is of no use if it cannot be found when searching. A good search is necessary for a knowledge base so users can find the required information when needed.
It was a tough choice between all the mentioned software knowledge management tools. Honorable knowledge bases solutions include Proprofs knowledge base, Document360, Helpsite, and Helpcrunch.

Conclusion

Now that you know the benefits of a knowledge base and have a list of knowledge management software that can suit your needs, the only thing remaining is to talk to your team and start creating awesome content. 

Feel free to talk to us if needed!

Ready To Try Our Knowledge Base Software?
Go with CloudTutorial or waste 100’s of $$$ on clunky tools with features that you don’t even use