Knowledge Base software is a tool that is used to create a public or private knowledge base, help center, documentation, manuals, and more. It can be set up as a self-service help center for customers. It can also be set up to be private so teams can collaborate and share business knowledge easily.
The ultimate aim of a knowledge base is to make it easy for people to resolve issues on their own without asking for help. A knowledge base can offer both structured knowledge through an organized table of contents as well as searchable content that directs users to the most relevant article.
With this software, it is easy to write content or collect information, organize it and turn it into a useful resource that helps readers find quick solutions to their problems.
Build a comprehensive self-service platform to answer common customer questions quickly. Provide customers with 24x7 access to help content and prevent them from raising tickets for basic issues. Reduce ticket inflow and let agents focus on serious customer concerns.
Create internal knowledge bases for different teams and secure them with role/team-based access. For example, a sales KB can be accessed by your sales team, while an employee handbook containing company policies is accessible to all team members but editable only by the HR team.
Manage internal company information and make it easily accessible to employees with a company wiki. Bring employees together, assign them specific roles and allow them to create and manage content together. Leverage wiki software to build a collaborative, knowledge-sharing culture that helps employees work in a better way.
Create online documentation and user manuals to help customers understand the underlying technicalities of your products. Provide customers with any time, anywhere access to product information and help them solve problems on-the-go. Learn what your customers are searching for but not finding answers, and keep your content updated.
Set your objective and identify your target audience. Start creating a visually-appealing and information-rich online knowledge platform for your business.Next Step
You can build it from scratch or use one of our templates to get started. Sign up by filling your details. Kick-start the process by placing content effortlessly in the template.Next Step
Brand it with your logo and color scheme to give a professional appearance to your knowledge base. Package your content beautifully.Next Step
Easily import word docs, PDFs and more into your knowledge base with a single click. You can also add images and videos to make it interesting and engaging.Next Step
It’s time to publish it finally. Just a bit of a final touch up and voila, your knowledge base is ready to take off.Get Started Free
Online knowledge base software provides instant, 24x7 support to customers. It empowers them to seek help anytime they need, without using frustration-inducing routes of calls and emails. As customers become self-reliant, they are less likely to contact your support team for common issues.
Customer support agents are almost always drowned in a heap of tickets. With knowledge base software, you can reduce this ticket volume by a whopping 80%. As customers solve common problems on their own via self-service, ticket flow reduces, and agents are spared from answering the same questions again and again. This helps them focus their time and energy on solving complex queries that require immediate attention.
Agents need information at their fingertips to be able to answer customer questions right when they arise. With simple knowledge base software, your customer support staff will always have access to the most updated information. They can leverage that knowledge to cater to customer requests, make informed decisions, and deliver delightful customer support experiences.
Knowledge base software provides a shared space where employees can collaborate to build a centralized information repository. It allows you to assign roles and define the permissions of different individuals and groups, giving them complete clarity about what they are supposed to do. While some can be contributors, others can be given the role of editors and administrators depending on their skill set.
New employees need constant support to get familiar with an organization and meet work expectations. Online knowledge base software brings them up to speed with your company’s culture and work dynamics. It provides new hires with centralized access to critical information related to your products and services, company policies, employee data, work processes, and much more. This allows them to learn conveniently at their own pace and become self-reliant right from day one.
A good knowledge base builder comes with powerful SEO capabilities. Enabling SEO allows search engines to crawl your knowledge base and show it in the first few search results every time customers look for a specific keyword or question related to your field. This makes it easy for customers to discover you, improves your knowledge base ranking, and generates more traffic.
Modern knowledge base software helps you create both public and private knowledge base depending on your target audience and unique needs. You can keep the knowledge base public for customer-self service or enable private sites to allow access to only internal employees. Such software also comes with password and privacy control features like single sign-on and conditional content to keep your content secure.
Small and medium-sized companies have a tight budget, limited resources, and small teams to handle the increasing customer issues. Tickets flowing in huge numbers with only a few agents to manage them can be overwhelming. Also, such companies think twice before hiring more agents as it can affect their finances. They need a knowledge base tool to help customers solve common issues on their own, eliminating the need to raise tickets every now and then. As ticket volume decreases, the small team of agents can fully focus on customer concerns that require a hands-on approach.
Large organizations cater to a diverse customer base spanning across geographies and speaking different languages. The size of their customer support team can never match up the massive number of tickets they receive daily. Using online knowledge base software, enterprises can deflect common tickets while still having an adequate number of agents to deal with issues that a knowledge base cannot handle. They can create a knowledge base in multiple languages, ensuring that every customer, regardless of the region or language, gets a localized problem-solving experience.
The sales team is always on the frontlines, capturing and converting prospects into paying customers. With a knowledge base software, the sales staff can create sales documentation consisting of sales scripts, email templates, the list of clients, sales process, and sales collateral. This document guides the sales reps every step of the way, giving them access to critical information required to sell better and faster.
The HR team is always on the move - hiring and training employees, inducting new hires, managing employee records, and much more. A knowledge base tool makes their work more streamlined such that they don’t have to go from pillar to post to get simple things done. They can use this software to create HR documentation where employee records, recruitment process details, performance appraisal documents, and other critical information can be safely stored and accessed.
One of the major challenges of customer support agents is finding information hidden in files, folders, and emails while the customer waits for a response on the other side. Knowledge base software gives support agents quick access to information about a company’s products, services, troubleshooting instructions, and frequently asked questions. This means less time is wasted looking for information, and more time is spent doing what really matters.
An ideal knowledge base software should have a user-friendly interface. Even with little or no coding knowledge, you should be able to make the most of this software.
Opt for a knowledge base software that offers state-of-the-art features for content creation, collaboration, customization, and publishing. Select a tool that scales as your business grows.
Remember that value for money is an important aspect of a knowledge base software. Choose a knowledge base tool that comes with a transparent pricing structure, with no hidden charges and surprises at month-end.
Ease of use, state-of-the-art features, incredibly powerful integrations, and a strong 24x7 support system are the major competitive differentiators of ProProfs Knowledge Base. Trusted by top brands, this tool gives you all the bells and whistles required to get your knowledge base ready in minutes.
For all skill levels. No software download or HTML skills needed.
View and access knowledge base on laptops, tablets, or smartphones, anywhere.
Create a knowledge base that is optimized for search engines. Help customers discover your knowledge base easily on Google.
Brand your help site with customized fonts, colors, logos, and more.
Keep your knowledge base secure with password and privacy controls.
Translate your knowledge base content in over 90 languages and serve a diverse customer base.
ProProfs Knowledge Base throws up answers instantly with its Google-like search engine.
Centrally access company documents, manuals & more easily with knowledge base.
Learn what users are searching for, failed searches, and articles that need improvement.
Health Licensing Coordinator, Nebraska Department of Human and Health Services
ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
Creative Solutions Manager, Kenco Logistics
With ProProfs, we've had an explosion in data available to our team; in just a few months, our knowledge base has exploded to over 200 useful articles full of relevant data, documentation, images and video.
Learning & Development Manager, Smokeball
The client-facing knowledge base we created using ProProfs Knowledge Base software was of significant help in increasing page views and improving engagement rate.
Director of Technology Initiatives, Touro College.
I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
Systems Director, RightAnswer.com
The software empowered us to implement, update, and maintain user documentation with ease and now we are sorted.
Training Specialist, The Studio Technologies Inc.
We significantly reduced errors in every order, thanks to the centralized source of information we created using ProProfs Knowledge Base Software.
Product Manager, Descartes Systems (Germany) GmbH
The result of using ProProfs Knowledge Base software as our "new" tool for end-user documentation is that even other departments participate in writing articles. The process of user management contributes significantly to producing good quality content. Being a Product Manager, I can review articles and make changes before finally publishing it. Changes that are requested can be done quickly and effortlessly. Thanks to ProProfs, our end-user documentation is constantly growing, and now even other products of the company will find their way into ProProfs. We are happy.