Picture the scene: You’re in the flow of using a new product, and suddenly you hit a roadblock. You know the tool can do what you need it to do, you just don’t know how to do it. You could fire off an email to customer services or wait in line to chat with a customer service representative. Or, you can try to solve the problem yourself.
 |
| Image by freepik |
Customer self-service software is built to solve these issues. A knowledge base is one of the core elements of a flexible omnichannel approach to customer success.
But how can you decide what tool to use to build a knowledge base that will help your users? First, you need to consider the features and functions that make for a quality knowledge base tool.
What should you look for in a knowledge base creation tool?
Before we share some of the best customer self-service software for building your knowledge base, we need to consider what makes a great knowledge base creation tool.
No-code capabilities
Knowledge base creation should be streamlined. If you have to write the articles and then send them off to a developer or grapple with some cumbersome content management system (CRM), you limit publishing to staff with technical expertise.
Knowledge base organization
Another important consideration for your knowledge base software is solid organization. It’s not just about setting a hierarchy that allows your users to explore freely; it’s also about tools that make it easy to tag, link related articles, and even user segments.
In-app support
If your users are within your app but get stuck, it’s nice to have an option for them to access your knowledge base articles directly. So, look for tools that have in-app assistants that can link to relevant articles in your knowledge base when users request help.
A knowledge base portal should fit your brand tone of voice. It should also fit the visual elements of your brand, like typeface, colors, logo, and more. Don’t settle for anything less than a knowledge base software that will fit the tone of your product. When users move from the app to your knowledge base, the transition should never feel jarring.
Integrations
Integrations are another vital consideration when selecting the right knowledge base software. Some of the possibilities here include connections with your live chat or help desk, embedding your knowledge base on your website, or with your CRM.
The best tools for building a knowledge base
OK, so now that you’re up to date on the features you need from a knowledge base builder, it’s time to look at the best options on the market. Thankfully, you’re spoiled for choice. However, each tool has its strengths and weaknesses.
Notion
Notion is a popular collaboration and workspace builder tool that was built to help teams share notes, tasks, and databases. Its hugely flexible and modular setup allows teams to adapt and adjust the tool around their workflows.
Prices start at $8 per month. However, on the downside, some customers have suggested that the learning curve is a bit steep.
Document360
Document360 is a dedicated knowledge-based software creation tool. It has made headway in the market in recent times thanks to its intuitive interface and user-friendly design that allows nontechnical teams to produce modern, well-organized knowledge bases.
The editor is robust, and Document360 has decent customization options that allow you to dictate the look and feel of your knowledge base.
Document360 is marketed as an AI-powered tool, and it comes with Eddy, an AI chatbot that can answer user questions based on queries. The other AI elements of Document360 provide assistance with tags, article titles, and even summaries.
Perhaps the most intriguing features are the analytics and insight features. This data helps you gain a deeper understanding of how users engage with your knowledge base, which you can easily leverage for customer success.
However, prices start at $149 per month, which won’t make sense for many teams.
FuseBase
FuseBase is a veteran of the customer self-service software space. Formerly known as Nimbus, its main aim is to make customer support as easy as possible for both teams and their users. Making high-quality knowledge bases is part of that aim.
Some of the flagship features of FuseBase include sophisticated search functionality, excellent article organization options, and tools that enable your users to give feedback on your knowledge base content. The editor and the customization options are robust.
Overall, FuseBase is a good option for SMEs who also need a CRM and project management tools. It’s not a fully-fledged customer self-service software, so it won’t solve your product onboarding or customer success needs in the way that a solution like Usetiful will.
HelpJuice
HelpJuice is a customer support platform that has added solid knowledge base building functionality over the years. It’s a good choice for teams who want to build internal and external knowledge bases, and it’s supported by some neat features including an intuitive interface that makes writing help articles very straightforward.
Some HelpJuice features that are worth paying attention to include a powerful search engine that helps users get the right articles they need. What’s more, it also helps track article performance through its analytics tools, and has great customization options for branded knowledge bases.
In truth, some of the other major features are more suited to internal knowledge base building. For example, it has solid version control features and granular user permissions. While these features are very useful, they’re more suited to large teams managing big internal knowledge projects.
Overall, HelpJuice pricing starts at $120 per month, which won’t make sense for teams who are on the lookout for value.
Confluence
Confluence is a document-sharing and collaboration tool. It was launched by Atlassian more than 20 years ago, and it’s still going strong. When it started, its primary function was as an internal wiki. However, it has grown and evolved since then, and it’s now seen as a credible document management solution.
Some of the stand-out features you get with Confluence include excellent in-built templates that you can use for your articles. It also offers good label and metadata functions, which make searching for content much easier for your users. Finally, it’s highly customizable and seamlessly integrates with a wide range of platforms.
Pricing starts at under $5 per month, and it’s a good option for teams that are already in the Atlassian ecosystem. As customer onboarding self-service tools go, it’s perhaps not the most user-friendly. However, if you can get over the learning hump, it’s a valuable tool to have in your arsenal.
Why Usetiful is your #1 choice for knowledge base creation
Usetiful helps you onboard and retain your users with product tours and walkthroughs, tooltips, checklists, and in-app banners. However, it also enables you to provide on-demand help in the form of a knowledge base via the assistant or through a knowledge base portal.
Creating and publishing knowledge base articles through Usetiful is easy. Our WYSIWYG (what you see is what you get) editor allows you to create content visually. You don’t need a deep working knowledge of coding or markup languages; you just design it how you want it to look.
Organizing your knowledge base articles is another big strength of Usetiful. The design is clean, modern, and highly customizable, allowing you to fit your brand identity around the product. Additionally, you get precious user feedback on each article, allowing you to improve and optimize your help content.
However, the real power lies in the fact that you can use your knowledge base in conjunction with Usetiful’s other customer onboarding self-service features. This scenario means you can build a more holistic and multichannel approach to self-service right from within your app.
Usetiful was appointed Leader, Momentum Leader, and High Performer in the G2 Winter 2024 Reports across Europe, the Middle East, and Africa. If you want to find out what all the fuss is about, sign up for a free trial today.