It takes time, money, and energy, so theres a lot of pressure to get it right. Popular Topics: Getting Started, Customization, API V2, API V3. Installation Wikis are also typically open to an entire organization for editing purposes which leads to them being updated in a less structured, more free manner. Plans start at $20/user per month. Easy navigation: Look for software that allows you to organize your knowledge base articles logically and in a way that places popular content front and center for the reader. This post will walk you through the best knowledge base software solutions in 2023. As we previously saw how question answering over documents is done, we now jump into a different kind of question answering leveraging knowledge. Helpjuice, a top-rated and award-winning knowledge management software solution, sets the standard for creating external or internal knowledge bases. If you need a knowledge base tool that will grow with your team, SaaS is the way to go. The 12 best knowledge base software platforms Whether you're looking to create a help center or wiki or are just looking for a way to organize your work notes, here are 12 knowledge base software platforms worth checking out. Its an all-in-one solution, allowing teams to combine knowledge management, project management, and other procedural tasks into one supercharged initiative. Price: Free trial available. Ours is 5 minutes, personalized, and technical. Made with from Miami, Bosnia, Morocco & Brazil, #1 Rated Knowledge Base Software (since 2011). We have a fully dedicated page of knowledge base examples, but here are a few of our knowledge bases. Helpjuices knowledge base software comes with a robust content editor that allows teams to effortlessly create knowledge content, both individually and collaboratively. Knowledge base software helps you create, maintain, and publish content for a specific audience. A knowledge base is a tool that lets your customers find answers to their support questions on their ownwithout having to email you for help. Access to knowledge is an issue many organizations face. Knowledge management is the process of creating, sharing, using and managing the knowledge and information of an organization. If youre looking for stand-alone knowledge base software, Document360 could be a good option. What is knowledge base software? Internal knowledge bases require login credentials to access information, while external knowledge bases are written for the public. They have information to share with employees, customers, and the public, but they dont always have an effective means by which to share it. MediaWiki will look familiar to most as it is the platform that the internets most famous wiki, Wikipedia, is built on. It has a simple interface and lets users choose between a WYSIWYG or markdown content editor. Additionally, these free options typically have no analytics and limited search functionality thats keyword-based. This means that your team will be responsible for maintaining the software, in addition to the servers on which their knowledge base will be hosted. Guide has a lot of positive features such as a WYSIWYG style editor, a drag-and-drop interface for structuring your help center, the ability to create content for both internal and external audiences, a web widget for displaying articles in-app or on your website, and analytics that help you understand how your content is performing and where knowledge base gaps may exist. It may feel overwhelming at times, but as long as you have a solid game plan, were confident youll make the right choice. Additionally, intranet software lacks version history, which can result in employees following outdated policies or procedures. The Future of Internal Support: Automating Processes with a Private With Helpjuice, you get Google-like search functionality that can provide search suggestions to users in real-time, allowing them to quickly find the exact information theyre looking for. They also have a Slack integration that can be used to create articles, find or share existing information, and send real-time notifications when content requires verification or has fallen out of date. Commercial licenses are also available for businesses employing two or more people. For example, two options might have the same cost, but if one gives you access to other tools along with knowledge base capabilities, it probably holds a lot more value, making it the better choice. By consolidating our knowledge on the platform, we've been able to streamline the training process, reducing the time it takes to complete individual sections by 10-15%. The plan includes five team accounts (user seats), one GB of storage, and 50 articles, and it allows your team to create a Document360 domain for your knowledge base site. Developing pages was a time-consuming process, and the platform seemed more suited to developers and those with high proficiency in UI/UX and writing scripts. Obsidian is a knowledge base solution that is great for personal use. The best part? Furthermore, you can also have your team get instant answers to the questions they need without having to email themselves all using knowledge base software. The platform is focused on internal use and project management and comes with an extensive library of page templates so you can get started quickly. Helpjuice was the all-in-one knowledge management solution we had been searching for. Imagine the untapped potential that lies within your organization's collective knowledge, just waiting to be harnessed. Your content is also accessible offline, making it possible to work even when your internet connection is spotty. Atlassian's Confluence empowers teams to enhance customer service through strategic knowledge management and an accessible knowledge base. ServiceNows KB offering(s) focus heavily on real-time knowledge harvesting and documentation. On the backend, livepro helps onboard new employees and bring them up-to-speed quickly and effectively. While both knowledge bases and FAQ pages serve to proactively deliver information and support for commonly-encountered issues and frequently asked questions, there are significant differences. Furthermore, you can also have your team get instant answers to the questions they need without having to email themselves all using knowledge base software. Easy integration with existing Microsoft apps as well as SharePoint specific add-ins to integrate with apps outside of Microsoft's suite of software, Easy-to-use so that you can create an external or internal knowledge base in minutes, Access to Beacon, a chat-style widget that can be embedded on any page of your website, giving users access to your knowledge base from anywhere on your site, Integrates with Help Scout's shared inbox making it easier for your agents to support customers. Well get back to you as soon as possible. Grow your skills and teams with our collection of free resources, guides, and courses. Full-text search capabilities ensure users will always be able to surface the knowledge they need. This can cause misinformation to be spread, out-of-date information to be overlooked, and new information to slip through the cracks. Helpjuice integrates directly with numerous solutions such as Slack, Zendesk, and Olark, and works with Zapier, allowing integration with over 1,000 other tools and apps. Ideal for CustomersExternal We have strict brand rules we have to follow and Helpjuice allowed us to make all the customizations we needed., Set up was easy and the Helpjuice team was prompt with customization requests. Knowledge base providers typically take one of three approaches for delivering their software: Lets take a look at what each type has to offer and which solution might best suit your teams needs. You can also create custom questions and answers, then turn both into searchable content that can be liked and shared by other users, mimicking a type of social media. Become a power user in less than aday. Both your customers, and employees can now access information within seconds! Heres what our customers have to say: Launching Helpjuice we are expecting to engage the whole staff in a different learning process which is easier, fun and saves time. The purpose of knowledge base software is to allow you to host your knowledge base/corporate wiki in one centralized hub. Both self-service knowledge bases and help desk ticketing software allow you to provide laser-focused support to your customers. Bloomfire's knowledge management software uses automated reminders and responders to create feedback loops for knowledge creators and managers. You can use knowledge base software as a self-service tool for your customers and employees. With Helpjuice, youre not stuck with a cookie-cutter layout. Whether its battle cards for your sales team or product roadmaps for engineering, you can store it all in Guru. There are two different categories of knowledge bases: internal and external. Knowledge base software can either be self-hosted or it can be offered as a Software as a Service (SaaS) solution. In short, while knowledge base software can be used to create FAQ pages, it goes beyond merely addressing customer queries. Check out our list of 9 Zendesk alternatives to consider for your support team. The simple truth of any software is this: If its hard to use, no one is going to use it. To enable this feature: Click on your Profile Picture > Settings Access the Security Set You could also think about how well it integrates with other tools you might use in conjunction with it. With your Helpjuice knowledge base already well-optimized for SEO, you do not have to do any setup, From the largest organizations in the world to some of the most innovative companies rely on Helpjuice. We also provide API access that is structured around REST, HTTP, and JSON, enabling you to build your own integrations. Still, the overall goal of all knowledge base software is to ensure the right people have access to the organizational knowledge they need, whenever they need it. livepro also offers customizable guidance for all knowledge management processes. Enjoyed this article? Welcome to the MRG Knowledge Base! While most options on this list are cloud based, Obsidians Personal plan stores all of your data locally on your device. User roles: Having the ability to assign permissions to each of your team members will ensure that each person has the right amount of access. Though roles and permissions may exist depending on the platform, most wikis allow any user to add, edit, or delete content. Their core benefit is how flexible the tool is: You can make kanban boards, checklists, and text documents. In this section, we'll explore the primary benefits of adopting a knowledge base as your knowledge management solution: Before we discuss what features to look for when choosing knowledge base software, lets clarify that a knowledge base is not the same as an FAQ page, wiki, intranet or help desk tool. On the frontend, support teams can use livepro to surface and deliver solutions to external users on any digital or physical channel. Price: Free trial and plan available. While you can use SharePoint to manage your organization's knowledge with the cheapest plan, it's missing a lot of features that you may need if you're looking to create a more robust knowledge base, in which case you'll want to go with one of the more expensive plans. With no hardware or software installation needed, teams can quickly create, manage, and access knowledge base content at any time, on any device. You can also use Hubspots suite to trace customer satisfaction and success to your knowledge base content and other support initiatives. By offering a centralized platform for storing and sharing knowledge, a knowledge base streamlines knowledge management efforts, ensuring that crucial information is readily available to those who require it. Help Scout Other knowledge base software providers take the open source approach, in which they give your team access to the code for the KB software your team can then tailor the software to their specific needs. The 12 Best Knowledge Base Software (2023) - Help Scout Once you have several books, they can be further organized onto bookshelves. Project management features reinforce and further streamline teams knowledge management efforts at all stages of the process. AI-powered, dynamic search points users to the right knowledge content with minimal effort on their end. Consider the following features when determining the best knowledge base software for your needs: By carefully considering these features and your team's specific needs, you can confidently select the ideal knowledge base software to enhance your organization's knowledge management efforts. The provider also takes care of server maintenance and security, and offers various levels of service and support to its individual clients. As new data and information becomes available, knowledge managers and other team members can immediately use it to enhance their current knowledge, and in turn make improvements to their overall operations. Import your current knowledge base content straight into a Helpjuice knowledge base with our white-glove content migration service. They typically include information like employee handbooks, org charts, company directories, operating procedures, and internal-facing documentation for products and services. We all know the old axiom knowledge is power. And though its true, theres a caveat: In order to unlock the power of any knowledge, people first need access to it. Many knowledge base software providers, such as Helpjuice, take the SaaS approach to serving their audience. User dashboard provides newly-created and recently-updated knowledge content in context. Overall, open source knowledge base software is the best option for teams that: If your team has absolutely no experience using a knowledge base or you are using a CMS like WordPress which has free knowledge base themes or plugins, these free options may seem like a good place to start. Our journey began with using PDFs, Google Docs, and Google Drive to manage our knowledge content. We chose Helpjuice as the pricing was good too., Helpjuice provides the best of both worlds - an easy-to-use interface for people to add/edit articles, and, the flexibility to completely customize the site., Service has been responsive and excellent. Integrates with other KM-related software, along with dozens of other tools aimed at improving customer relationships and experiences. Help Scout is a popular help desk software that offers multiple features to allow your business to better support its customers. Both your customers, and employees can now access information within seconds! Paid plans start at $99/project per month (includes five team accounts). The search feature is so powerful that our associates are often able to find the content they are looking for before they even finish typing the search term!. Boost team productivity: Customer-facing knowledge bases can help your support and success teams quickly track down answers and resources when working with customers. If you need more advanced customizations, look for a platform that will let you make additional tweaks using CSS and HTML. Here are some key questions to help you narrow down the options: Do you need just one knowledge base, or do you need several separate ones? With 67% of churning customers citing poor customer service as a reason, a well-written, optimized and brand-fitted knowledge base is the go-to for customers looking for answers immediately. Helpjuice Knowledge Base One downside to the free plan, however, is that it only supports public knowledge bases those looking for an internal knowledge base solution will need to look to the softwares paid plans. It negatively affected our support team's response times and overall service level agreements (SLAs). While the best wiki software like Atlassians Confluence allows for collaborative content creation, it lacks the many other operational features that knowledge base software is known for. Definition by Author. Search functionality: Your knowledge base should have a strong search engine and features like tagging to help optimize its results. Such teams will likely be more concerned with having advanced options for customizing their knowledge base as well as API access. Sentiment analysis enables support teams to go into customer engagements with the right approach, mindset, and preparation. It offers advanced search functionality, a user-friendly interface, and customization options to match your brand's look and feel. One of the leaders in internal knowledge bases is Notion. Onboarding is much easier when company policies and processes are documented and made accessible. Intuitive interface. Helpjuice makes it easy to deliver instant knowledge to customers and employees via a knowledge base - all within minutes. However, intranets often suffer from limited permission control, leading to system bloating, duplications, and difficulties in locating information. Build a knowledge base with accessibility in mind. With accolades from Capterra, GetApp, G2, Software Advice, and more, Helpjuice streamlines your knowledge management experience. Try to follow Web Content Accessibility Guidelines (WCAG) when possible. (One thing to note: It's worth noting that some help desk software providers like Zendesk and similar alternatives include knowledge base features. Use headings, lists, white space, images, videos, and callouts to improve the readability of your articles. Helpjuice specializes thanks to 4 core elements that we do far better than any other company: Google-like Search, Insightful Analytics, Very Customizable and Dead-Simple Ease Of Use. Interactive dashboards and feeds surface need-to-know info, as well as knowledge content in need of updating. Knowledge blocks keep related knowledge tied closely together, while also reducing redundant knowledge creation over time. This is an invaluable option for companies that sell a wide variety of technical products, offer multiple services, or serve a number of industries in different ways. Learn the platform in less than an hour. Here are some guidelines to consider as you design your help center: Keep your branding consistent. Overview Freshdesk Integration allows you to instantly search and attach your Helpjuice Knowledge Base Articles to your Freshdesk tickets, switch between your Knowledge Base languages and use contact form submissions to create new Freshdesk tickets. How does the tool handle multiple knowledge bases? Now you can log into Helpjuice and attach it to an e-mail in the matter of a minute or so. clientservices@mrg.com +1.207.775.2173 +353.1.280.4430 for EMEA Regions Privacy 10 Best Helpjuice Alternatives to Consider in 2023 - Document360 Steer clear of jargon and avoid terms that would be unfamiliar to the reader. Going with the SaaS option will allow you to get your knowledge base up and running in no time while keeping costs and downtime to a minimum. Made with from Miami, Bosnia, Morocco & Brasil, Multiple Languages/Translations & Localization, Dashboard - Managing Your Knowledge Base Content. With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%. With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%. Our platform enables real-time collaboration through our live commenting feature, allowing team members to work simultaneously on content and communicate directly within the document. 0. Updating our content became difficult, and we found ourselves reliant on our engineering resources for even the most minor changes. Additionally, when you work with us, you can rely on getting help from our customer success team to ensure that you end up with a knowledge base that provides a seamless experience for your end-users. Zendesks support for multiple channels (from email and text to social media and live chat) means your employees and your customers will never have to go far to get what they need to succeed. Teams can work on article drafts together, leaving comments throughout the drafting process. With Helpjuice we have dozens of custom-made themes, and hand-customize every knowledge base for you, for your needs (all for free). We were initially drawn to its extensive feature set, which outshone competitors like Zendesk, Guru, and Document360. This will let your reader know that theyre in the right place. Guide: Using Your Knowledge Base Internally - Name 9 Best Knowledge Base Software Options for 2023 - Groove Blog The user interface is clean and easy to read and navigate, and content is written in wikitext format so that users can edit content without any HTML or CSS knowledge. Let's dive deeper into the factors to consider when selecting the right knowledge base software for your team. It makes it easy to create and deploy a rich content library., We love the customized features, the customer support has been great. HighPoint Technologies, Inc. Knowledge Base - Helpjuice The interface is customizable; however, the amount of free help center themes are extremely limited. Furthermore, you can also have your team get instant answers to the questions they need without having to email themselves all using knowledge base software. They might contain answers to FAQs, company contact information, and troubleshooting steps for products. Its extremely user friendly, has a LOT of options when it comes to making content private, and segmenting content based on groups., It is extremely customizable. Create better help docs that enable your customers to get answers 24/7 even when your support team is offline. This makes for highly-contextual, on-demand learning experiences for your team and customers and higher levels of productivity for all involved parties. A unique feature of its software is its AI-powered search engine that can transcribe videos. Does this sound familiar to you? The platform offers a browser extension, allowing users to capture and store information easily without needing to switch windows or applications. For those seeking advanced editing and customization, Helpjuice offers access to the source code for a tailored experience. Employees and team leaders can easily track contribution efforts and can help knowledge creators improve these efforts in time. Knowledge base software, also commonly referred to as help center software, is a tool that helps you create, organize, and manage self-service content for an audience. It is typically searchable and often comes with content management and reporting functionalities. Our customers switching from existing knowledge base solutions, or other solutions such as Sharepoint, Google Sites, or a shared drive, notice a huge impact in their organization's performance. The editor also allows authors to drag and drop files and images into article drafts and copy and paste from Word docs while maintaining the copys formatting. Again, the main trade-off here is that youll be responsible for pretty much every process related to your knowledge base software with minimal support from the developer. Bloomfire is an internal knowledge-sharing platform designed to assist employees in quickly finding the information they need. Design with the user in mind. Automation plays a role in pretty much every aspect of Shelfs functionality. Did you know that we also have this guide available in German and French? What kind of reporting does the knowledge base software include? Some of the things you may find in an internal knowledge base include: Because there are many different use cases for knowledge bases, no two are exactly the same. The purpose of knowledge base software is to allow you to host your knowledge base/corporate wiki in one centralized 'hub'. The fixed cost-per-month, at any tier, is a small price to pay for access to the software and laser-focused service and support. ServiceNow actually offers three different versions of its knowledge base system: (Note that each KB tool is available as part of ServiceNows larger software suites each focusing on the above processes.). If you still have questions or prefer to get help directly from an agent, please submit a request. The 13 Best Knowledge Base Software Solutions [2023] - Helpjuice All of a sudden, $300 doesnt sound so bad. In this hierarchy, books are your broad categories, chapters are subcategories, and pages are the individual articles. Forgot your password? This helps the public find the answers they need and can help you acquire new customers as well. Forums allow teams and users to engage and dive deeper into specific topics in a more personal and personable manner. Helpjuice - Knowledge Base Software Helpjuice is particularly suitable for organizations with extensive knowledge base content and a focus on delivering . Now that youve found the tool that best meets your needs, its time to build your knowledge base. Price: Free trial available. As a result, we've improved our overall support SLAs by 15% for our US team and 2% for our Japan team. Knowledge base software is pivotal in managing organizational knowledge, offering numerous benefits for both customers and employees. Its vital to assess your teams specific needs when it comes to creating a knowledge base. Knowledge bases also vary depending on how the content is created, viewed, and maintained. About | World's Most Powerful & Simple Knowledge Base Software - Free A knowledge base is essential for businesses because it streamlines access to critical information, improves customer support, enhances employee productivity, reduces repetitive inquiries, and promotes self-service solutions. Furthermore, you can also have your team get instant answers to the questions they need without having to email themselves all using knowledge base software. Can the design of the knowledge base pages be customized, and what skills will you need to do it? Easy to set up and maintain: Building a website on your own requires some technical know-how, even when using a template. Our advanced page editing and free white-glove customization service enable you to develop a knowledge base that not only matches your brand's visuals but goes beyond. For more information about user roles please check this article. As remote work becomes more prevalent, and teams become more decentralized, Bloomfire aims to maintain organizational alignment through knowledge-focused initiatives. The 13 Best Knowledge Base Software Solutions [2023] Want to supercharge your customer support and knowledge management efforts? The purpose of knowledge base software is to allow you to host your knowledge base/corporate wiki in one centralized 'hub'. Put together clear, concise documentation in the language and tone used by your audience. To create a truly transformative knowledge base and elevate your knowledge management efforts, you need the perfect knowledge base software tailored to your specific needs. Full of useful features: Knowledge base software has features that a webpage or a shared document doesnt have, such as robust search features, web widgets for providing proactive support throughout your user experience, and integrations with other tools in your tech stack. (Note: Zendesks lowest two pricing tiers do not include knowledge base functionality.). Built for collaboration: Knowledge base software makes the process of maintaining documentation run more smoothly. Through its editor youre able to edit typeface, layout, and colors to match your brand aesthetic. By evaluating your team's current situation, understanding the capabilities of different knowledge base software platforms, and considering your goals, you can make an informed decision. Or will customers need to click through to another page? For example: need a W9 form to provide to a new customer? Plans start at $120 per month (includes up to four users). He is a Help Scout alum, where he worked to help improve the agent and customer experience. Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences. Basically, this means the customer pays a monthly subscription fee to the provider in exchange for access to the software. Best knowledge base solution for companies using Jira. Though it may be possible to get away without a formal knowledge management system for a while, the approach isnt sustainable. Price: Free trial and plan available. Knowledge subscriptions allow individual users to stay up-to-date with changes in certain domains. Format your articles for readability. There are a couple of ways to think about flexibility. Pick a time that suits you, and we'll help you understand not only how to apply knowledge management, but all Helpjuice tips and tricks! Here are a few knowledge base types to consider: Shared files: While most people think of something more formal, its possible to maintain a knowledge base in a series of files (e.g., Word or Google Docs) that are shared with those who require access. You don't need to be a professional marketer to get started with knowledge base SEO. As a Senior Knowledge Analyst & Training Lead at Entrupy Inc., I have experienced firsthand the challenges of finding the perfect knowledge base software. In this article, we'll explore the best knowledge base tools available today and guide you in finding the ideal solution to supercharge your organization's knowledge management capabilities.
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