Knowledge Base
What do you do when you have a query about a product, service, or a solution? Usually, you will look to a company’s resources section or knowledge base for answers. It is why having a knowledge base is extremely critical.
Are you struggling with managing your customer support requests?
Do you find yourself answering the same questions repeatedly?
If so, a SaaS knowledge base may be the solution you’ve been looking for. According to a Salesforce survey, almost 89% of millennials use a search engine to find answers before making a call to get customer service.
A knowledge base is a centralized repository where information and resources are stored and organized for easy access. It is commonly used as an effective customer support tool by businesses of all sizes.
With the emergence of Software-as-a-Service (SaaS) technology, creating and maintaining a knowledge base has become even easier. Whether you are a small business owner or part of a larger organization, having a SaaS-based knowledge base can save time and improve customer satisfaction.
Let us discuss what a knowledge base is and its benefits, examples of some of the best tools available, as well as best practices for organizing your content effectively.
A SaaS (Software as a Service) knowledge base is an online library of resources that helps users understand and troubleshoot issues related to a particular software application or platform. It typically includes documentation like user manuals, FAQs, troubleshooting guides, and tutorials aimed at helping users get the most out of their software experience.
By using a SaaS Knowledge Base, you’re empowering your customers by offering them self-service support. Your users get access to relevant and targeted content they need at any time of day without having to wait for assistance from support teams – this level of convenience saves time and reflects well upon your brand image.
If you as a business invest in the right tool to create a knowledge base, it can become an incredibly helpful resource that enables your users to easily resolve their issues. More over, in a crowded marketplace, it is a useful competitive advantage.
If you’re considering implementing a knowledge base for your business, it’s important to have an understanding of the key features that make a great SaaS knowledge base software.
Here are the key points to keep in mind:
The main goal of a SaaS knowledge base is to enable customers to access the help they need without having to contact your support team. The simpler it is for a user to navigate your service, the fewer issues they’ll face, and the shorter their ‘time to value‘.
If you are serious about customer service, having a knowledge base can improve customer satisfaction and help grow your business.
Let us discuss the SaaS Knowledge Base benefits:
Having a SaaS Knowledge Base is important not only for streamlining internal processes but also for enhancing the overall customer experience.
As you understand providing a knowledge base helps customers solve their own problems as they emerge. If you are looking for a reliable knowledge base tool to help your business, there are plenty of great options available. We have summarized the top eleven SaaS Knowledge Base tools and platforms that can prove to be a right fit for your business.
Here’s an overview of some of the best SaaS (Software as a Service) knowledge base tools and platforms
Omni24 is a comprehensive SaaS knowledge base tool that streamlines information management and enhances collaboration within organizations. With its user-friendly interface and powerful features, Omni24 simplifies the process of creating, editing, and organizing knowledge base content. Whether you are a small startup or a large enterprise, this tool offers the perfect solution for efficiently storing and sharing valuable information.
Key Features
Pricing
Omni24 offers competitive pricing starting from 29$ per user per month with standard knowledge base features and goes upto 149 per user per month to cater to enterprise needs with advanced features and team collaboration options
Veemo Support is another popular SaaS knowledge base tool that enables businesses to provide exceptional customer support and enhance their knowledge management processes. With its intuitive interface and robust features, Veemo Support simplifies knowledge sharing and empowers teams to deliver efficient support solutions.
Key Features
Pricing
Veemo Support’s pricing starts from $29 per user per month for a complete help desk and knowledge base software. It offers 4 paid plans to cater to small, medium, and large businesses. You can connect with the sales team for any custom solution requirements.
ServiceNow is a popular IT service management (ITSM) tool that includes a built-in knowledge base feature. It increases self-service rates for customers and employees, which boosts agent productivity with contextual knowledge, powered by machine learning.
One major advantage of this tool is its seamless integration with other ServiceNow ITSM products, making it easier to manage multiple aspects of your organization from one centralized location.
Key Features
Pricing
The subscription license is based on IT process users. It starts with $100 / IT process user/month with volume discounts available. End-user pricing is offered in certain scenarios.
Wix Answers is a powerful yet easy-to-use SaaS platform designed to help businesses build robust knowledge bases, manage customer interactions, and create customizable help centers.
It helps to build a knowledge base tailored to your brand and create help articles to assist customers, guide support teams or keep employees updated.
The platform allows to seamlessly create, organize, and optimize articles. It helps in efficiently controlling all aspects of knowledge management.
Key Features
Pricing
The pricing for Wix Answers starts at $24.0 per month. Wix Answers has 4 different plans: Self-Service at $24.00 per month. Call Center at $56.00 per month.
HeroThemes is another leading SaaS knowledge base tool that enables businesses to improve customer support through customized self-help portals and FAQ pages.
The platform provides an array of templates that can be easily customized to match brand aesthetic, insightful metrics tracking to better monitor KPIs such as pageviews or customer satisfaction ratings, integrations with popular CRMs like HubSpot and Salesforce ensures seamless collaboration between teams.
Key Features
Pricing
All products sold on HeroThemes.com, license and support is assisted via the site.
Included in the subscription are access to downloads, support and updates for that product the duration of the subscription. Subscriptions are billed annually until cancelled.
Notion should be your go-to choice if you’re looking for something more than just a traditional knowledge base tool. It is a collaborative workspace that combines notes-taking functionalities with project management tools in one place platform.
In addition to creating a comprehensive knowledge base accessible by employees or customers alike. Notion also allows for organizing tasks in Kanban boards or calendars as well as sharing documents internally in real-time which encourages your team members to feel comfortable discussing projects while sharing files seamlessly.
Key Features
Pricing
Notion allows to get started with the free version. Further Plus version is available at $8 and Business version is available $15. You can connect with the sales team for Enterprise version.
Zendesk is one of the most popular customer service and support platforms on the market. However, it also offers a comprehensive knowledge base solution that can be used to provide self-service support to customers.
Zendesk features a help center option that you can use to help customers help themselves with easy authoring, fast updating, team collaboration, and website widgets.
Key Features
Pricing
Zendesk pricing starts from $49 per agent/month billed annually (single help center), Suite Growth – $79 per agent/month billed annually (multiple help centers, and Suite Professional – $99 per agent/month billed annually (multiple help centers)
HelpDocs is another powerful knowledge base tool that is designed specifically for businesses. It offers a simple interface that makes it easy for non-technical staff members to create and manage knowledge base articles.
The platform helps to build, host, and monitor your Knowledge Base in one piece of software so you can focus on the customers who need your help most.
Key Features
Pricing
Helpdocs offers a pricing model starting from $39 per month/user. It offers free trial version to the users.
Reamaze’s focus expands beyond just self-help docs – it combines messaging features with customer support workflows as well in its platform offering true multi-channel presence for companies seeking efficient ways with handling customer inquiries across different channels such as email or social media direct messages.
The platform offer automation features enabling businesses 24/7 operation and helps visitors submitting tickets, greet by automated responses based on company branding & context-dependent avatars, add visual interest making customer inquiry management a breeze.
Key Features
Pricing
Re:amaze offers two plan structures: User-based: offers 3 user-based plans: Basic, Pro, and Plus. Volume-based: offers 3 plans: Starter, Volume Pro, and Volume Plus. Billing is based on how many staff users you have in your Re:amaze account.
Developed by Atlassian, Confluence is one of the leading enterprise wiki solutions on the market today. It is built specifically for businesses with multi-tier teams often working in remote locations.
With its focus on accessibility, streamlined user experience, robust project management capabilities and other features such as integration with other Atlassian products like Jira – an issue-tracking platform – Confluence has become the go-to solution for businesses looking to securely store all their business-critical information in one place.
Key Features
Pricing
Confluence offers a free version for up to 10 users – Standard – $5.50 per user/monthly, Premium – $10.50 per user/monthly, Enterprise – custom quote.
If you want an all-in-one solution for your customer service needs, HubSpot Service Hub is an excellent choice. It offers an extensive knowledge base module, which allows self-help searching along with intuitive editing capabilities.
Client interaction tracking means previous interactions can be reviewed quickly and helpfully addressed in new requests.
The platform also has a ticketing system, live chat integration and CRM software built into it – making this tool great for small businesses rather than just those needing a simple knowledge management solution.
Key Features
Pricing
HubSpot Service Hub pricing subscriptions plans starts from: $50.00/month. Free trial version is also available.
If you’re providing software as a service (SaaS), creating a robust knowledge base is critical to ensuring your customers have access to the information they need. However, it can be challenging to know where to start and how to structure your knowledge base effectively.
Fortunately, there are many great examples of SaaS knowledge bases that you can draw inspiration from.
Slack is well-known for its user-friendly interface and comprehensive help center, which includes a searchable knowledge base. The Slack team has done an excellent job of organizing their content by using categories such as Getting started, Using Slack, and Troubleshooting. They also feature videos and images throughout their articles to make them more engaging and easier to understand.
Shopify is an e-commerce platform for online stores with over a million active users. Its help center is well-designed and intuitive, with detailed documentation on every aspect of selling online through the Shopify platform. The articles are easy to read and navigate, making it easy for customers to find what they’re looking for.
Airbnb’s help center provides information on all aspects of its home-sharing platform—from how to sign up and create a listing to advice on handling issues with guests. Airbnb also offers personalized support through Twitter, Facebook and other channels.
Zocdoc is an online service that allows patients to book appointments with doctors and healthcare facilities quickly and conveniently. Their knowledge base includes articles on health-related topics along with frequently asked questions (FAQs) about using their platform. Their intuitive search feature makes accessing information quick and easy.
HelloFresh offers meal delivery services, primarily targeting busy individuals who don’t have time to go grocery shopping or plan their meals. Their knowledge base provides helpful articles and tips that range from how-to-guides on cooking techniques, ingredient substitutions, nutritional information and more! They also include a search bar for users to find specific topics easily.
Whether you’re running a small business or managing a large enterprise, using SaaS knowledge base tools is a smart choice. Utilizing a SaaS knowledge base tool can immensely benefit your online support system.
A well-crafted SaaS Knowledge Base can improve user satisfaction by providing timely support that works best for users while reducing department expenditure in customer service query resolution times significantly lower than expected without impeding business operations and customer acquisition loyalty-boosting effects!
What is the knowledge base for?
Basically a knowledge base is a self-serve online repository of information about a product, service, or any topic. The data in your knowledge base can come from anywhere. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. Its main purpose is to resolve the common issues in real time without reaching out to the support team.
Why do I need a SaaS knowledge base for my business?
Businesses should invest more time and effort to create a SaaS knowledge base as it can become an incredibly helpful resource that will empower your users to easily resolve their issues in real time without knocking the support desk. It is a useful competitive advantage in the crowded marketplace. The more simpler you make for a user to navigate your product/service, the fewer issues they will encounter, and the shorter their ‘time to value‘.
How can I optimize my SaaS knowledge base for search engines?
Search engine provides a better customer experience to knowledge base readers. Instead of readers trying to find an article using pre-defined category they can use search functionality to get right content. Readers can search using keywords and search engine brings relevant article in no time! Additionally, it also enhances engagement with the knowledge base content that eventually leads to decrease in customer support tickets and improves customer retention.
Why is it important to keep my SaaS knowledge base up-to-date?
It is very important to keep your company SaaS knowledge base because if it contains outdated or inaccurate information, it will iour team memebers based on wrong information. It will also create a bad impression and lose trust in the company knowledge base.
Tidio’s Content Editor and Copywriter. Casimir writes about live chat and chatbots and watches over the technicalities of the publication process.
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