The Best Knowledge Base Software
Updated: Oct 27, 2021
The more information you have about a product or service, the better equipped you are to help answer any inquiries. For the customer, the better you will be at making decisions about the purchase.
Knowledge is the key that unlocks all the doors. You can be green-skinned with yellow polka dots and come from Mars, but if you have knowledge that people need instead of beating you, they'll beat a path to your door. - Dr Ben Carson, Think Big: Unleashing Your Potential for Excellence
What is a knowledge base?
A knowledge base is a collection of documentation that typically includes answers to frequently asked questions, how-to guides, troubleshooting instructions, the ins and outs of your HR or legal department to explain how a product works, manuals, troubleshooting guides, run-books, and other information. Its purpose is to make it easy for people to find solutions to their problems without asking for help.
Features Of An Effective Knowledge Base Software
An effective Knowledge Base software must have the fundamental features that would help anyone across the board, employees or customers.
1. Search function
This will help users find solutions to queries quickly rather than peruse through an entire collection of information searching for something small.
This software is built to help the customer. But, let's not forget the in-house staff. They should easily create all these types of content using a simple and easy-to-use back-end system that will go a long way to serve your customers better.
3. Categorise the information
Different people are looking for different information. Endeavor to break down the vast information into categories to make the work of the customer and support staff easier.
4. Allow for review and feedback The only to assess how helpful your knowledge base is if you allow for feedback.
5. Reporting and Analytics
With analytics, you can learn which knowledge base posts perform better and which creates more bounces. This will allow you to keep improving your knowledge base and create more helpful guides.