The old adage ‘knowledge is power’ is true now more than ever. The way you use information influences all aspects of your business.
So what can you do to harness all of your organization's knowledge? How can you make sure it’s being used as effectively and efficiently as possible to propel your business forward?
With a knowledge base.
What is a Knowledge Base?
Let’s start with defining what a knowledge base is:
A knowledge base is a central place that allows structured storage of information, where users can search for and access this information.
Knowledge base software will help you and your teams create and manage your knowledge base. That includes setting up the knowledge base architecture, creating and editing articles, and searching and analyzing your knowledge base.
This software sits at the center of your knowledge management system, which includes all the knowledge in all necessary formats that your teams and/or customers need.
SaaS Knowledge Base Software
Features to Look for When Choosing a SaaS Knowledge Base Solution
There are a few important features that you should look for when choosing the appropriate SaaS knowledge base software for your business.
There’s very little point in having lots of information stored somewhere without a way to extract it as and when needed. Make sure the software you choose allows for tags, contextual awareness and different access roles.
You can’t afford your dedicated knowledge base team wasting their time editing information. That’s why it’s best to look for a system that has a WYSIWYG editor and simultaneous editing by multiple users.
Your SaaS knowledge base solution should be able to give you insight into how your knowledge base is being used and what might still be missing. This will help you optimize your knowledge base.
The knowledge base software should be easy to adapt to your business, not the other way around. You want a SaaS solution that makes it easy to customize your knowledge base template so that it fits with the 'look' and 'feel' of the rest of your website so that you can provide a better overall experience to the end-user.
Some information on your internal knowledge base may be sensitive - so you don’t want anyone to have access to it. Use knowledge base software that allows for permissions to be set so you control who gets to see what.
The Best SaaS Knowledge Base Software
We might be a bit biased but we truly believe that Helpjuice is the best SaaS knowledge base solution available. To start, we've had a singular focus on what can be done to improve knowledge base software which is why we created Helpjuice as a stand-alone knowledge base solution as opposed to bundling it with ticketing software. Furthermore, we have been consistently working on making improvements to our software every single day since we were first founded.
Anyway, Helpjuice focuses specifically on enabling users to create a fully-customizable knowledge base to be used by both internal employees and their customers. Such customization allows users to tailor the look and feel of their customer-facing knowledge base to that of their brand.
As far as functionality goes, Helpjuice allows for simultaneous internal editing of knowledge base documents – meaning multiple agents can collaborate remotely to make improvements to a single document at a single time.
Additionally, agents can tag and categorize documents as appropriate, allowing their customers to easily find the answers they’re looking for. Customers can find these answers by either browsing the knowledge base manually, or by using Helpjuice’s intelligent search capabilities.
Helpjuice also provides in-depth reports and analytics regarding customer inquiries, in turn allowing users to focus on developing content and documentation to provide more valuable information to their customers.
2. HubSpot Service Hub
HubSpot's Service Hub is a robust customer management platform that enables businesses to provide better service and support to customers at every stage of their journey. Besides being able to create a knowledge base, you also get a help desk ticketing solution, the ability to provide live chat, and a bunch of other features to help with providing customers with exceptional service.
Because HubSpot Service Hub bundles their knowledge base with their ticketing system, you can easily search tickets that have been created as well as frequently asked support questions in an effort to create an effective knowledge base for your customers.
- Ability to customize the look of your knowledge base to fit with your brand
- SEO-optimized to rank well in various search engines like Google or Bing
- Easy syncing with other tools in the Service Hub suite like their help desk and ticketing system
- HubSpot offers a free plan that includes features like ticketing, team email, live chat, and more. However, if you're looking to create a knowledge base you'll need to upgrade to their Professional Plan which costs $360 a month, or their Enterprise Plan which costs $1,200 a month.
3. Zendesk Guide
Guide is part of Zendesk's customer support platform and allows businesses to provide customers with a self-support option in the form of a knowledge base as well as a community option for customer collaboration.
Messagely is a modern messaging platform that comes equipped with a bunch of features like live chat, shared inbox, and the ability to create a knowledge base so that your business can better support its customers.
Messagely provides your business with access to built-in feedback loops so that you can better create and optimize your knowledge base.
- Analytics so you can you with information like how customers rate your knowledge base articles
- Accessible via your website, in-app, or messenger
- Their pricing starts at $29 per month for one user. If you're looking to do advanced customization to your knowledge base then you'll need to go with a more premium plan like their Plus plan which costs $49 per month for one user.
Creating an Effective SaaS Knowledge Base
If you’re thinking about implementing a SaaS knowledge base, it’s best to plan ahead and have an idea of what should go in there before you create one.
These are the most important elements to think about when creating a knowledge base:
- Easily accessible
- Easy to navigate
- Proper structure and organized
- Well-written articles
- Dedicated person or team who have the right expertise to create content and have been trained to use the knowledge base software
Check out our Step-By-Step Guide to Creating & Developing a Knowledge Base for more information on how to create an effective knowledge base.