There are many types of knowledge base software, and they all have unique capabilities. Choosing the right one depends on your specific needs. It’s important to find a tool that is intuitive and easy for your team to use. In addition, you should choose a knowledge base solution that can help you with search engine optimization (SEO).
When you’re searching for the right knowledge base solution, it’s important to understand the difference between an internal and an external knowledge base. An internal knowledge base is usually only accessible to company employees, and stores private information relevant to them.
An external knowledge base, on the other hand, is a self-service information portal that is accessed by customers and users. It allows them to find the answers they need without having to contact your customer support team.
The best knowledge base software for your business can help you improve efficiency and customer satisfaction. It can also save you time and money by reducing the number of calls to your help desk and other customer support channels.
You’ll need a system that allows you to store and organize your content in a way that is easily accessible by all your employees and customers. It should also be SEO-friendly and easy to update.
To ensure that you create high-quality content, you’ll need a robust editorial process. That means a consistent set of guidelines, a system for creating templates, and processes for reviewing articles.
Whether you’re writing for internal or external customers, you’ll want to create knowledge base articles that are clear, concise, and well-organized. That’s why you’ll want a knowledge base software solution that makes it easy to create, edit, and publish informational content.
In addition to ensuring that your articles are high-quality, you’ll need a knowledge base that is easy for your employees to use. You’ll want to make sure that it has a WYSIWYG editor, a complete category system for organizing folders of knowledge base articles, and a feedback system that lets you see how effective your knowledge base is.
To be successful, your knowledge base must be discovered by both your customers and your agents. Ideally, it’s easy to find and share with others, so you can help them solve their problems quickly and efficiently.
It’s also a good idea to check out user reviews before making a purchase. This will give you a better idea of which solutions are the most popular and useful for your business.
Some of the most popular knowledge base software tools are Zoho Desk, Freshdesk, and Docs from Help Scout. These are easy to use and provide a complete feature set, including automation features for updating articles, a customer feedback system, and a knowledge base reviewer tool that enables you to gauge the performance of your authors.