October 20, 2024
Struggling to manage all your company's support documentation? You aren't alone.
Whether there has been a new product release or customers facing product issues in a new way, there's always a file of documents scattered when I enter my workspace, and I'm always convinced I must organise everything. Which explains why so many companies are using knowledge base software.
A knowledge base is a software solution that automatically collects, stores, and organises your company support data in a library-like environment.
But how do you pick the right one for your business when there is a large selection of knowledge base software out there?
Don't worry, we have got you covered.
In this blog, we have compiled a list of 5 best knowledge base software in the market, reviewed their features and prices, so you can find what's best for your business.
Let's get started.
Mevrik is an all-in-one digital customer experience platform built around AI that helps your business provide exceptional support to customers across all touchpoints.
Unlike other AI knowledge base platforms in the industry, the integrated knowledge base feature within the system offers a collective interface to guide your customers. You don’t need to go through the hassle of integrating external APIs to use knowledge base facilities.
You can pack the system with relevant and continuously updated content that can later surface in the interaction through the Knowledge Base widget.
Plus, Mevrik offers a wide range of FAQ creation tools. The system analyses existing content and customer queries to generate relevant FAQ answers. This not only saves time but also ensures that the FAQs accurately reflect customer needs and questions.
Slite is an AI-powered knowledge base platform for businesses looking to improve their search accuracy. The platform uses NLP algorithms to deeply analyse system behaviour and identify any content issues to create more accurate pieces.
The platform also offers features like PageRank, which automatically detects any cold or unused articles in the knowledgebase. It then prompts the user to remove or archive the article.
Confluence is one of the longest-running knowledge base platforms, aimed primarily at enterprise wikis and internal documentation. It hits particularly well for large businesses and software development teams that want real-time communication during projects.
While confluence content management is on the simple side of things, its robust collaborative features make up for that shortcoming. Team members can send messages to each other, share notes on projects, and co-edit articles in real time.
Still, although it offers a free plan, which might look good for start-ups at first glance, you need to pay a serious premium price if you want to use the platform to its full potential.
If you're looking for one tool that can handle all your internal and customer-facing documentation, Document360 is a great option. Since its release in 2017, the platform has introduced three different access modes when it comes to managing documents—public, private, and mixed.
On top of these, it has added a wide range of content creation tools, such as built-in localisation mechanisms and content review reminders, that allow you to serve high-quality content to every user.
Tettra is another knowledge base platform primarily designed for support teams to organise and share their internal knowledge effectively. It can instantly integrate with Slack for team members to share, discuss, and resolve complex problems collaboratively.
Additionally, it uses ML and NLP algorithms in its AI assistant, Kai, to identify conversation intent and generate structured answers that assist both customers and agents.
Starts at $4 per user/month.
Most customers don’t want to wait in long lines to receive customer support. They want straight talk from the brands without wasting tons of time.
According to a study, a significant 46% of customers expect companies to respond as quickly as possible and within 4 hours. Adding to the fact that several customers correlate quick responses to a great customer experience, providing fast support becomes important for your business's longevity.
A knowledge base software creates a quick and effective response system by acting as a self-service portal for customers to independently solve their issues 24/7.
This not only improves your customer satisfaction rate but also reduces their dependency on your human agents, thereby offering your team an opportunity to focus on more complex tasks.
Today’s customers are no longer interested in static content and passive support experiences.
By introducing a modern knowledge base software into your customer support system, you can take advantage of generative AI tools to automatically generate well-structured, accurate, and immersive content.
These documents are often grammatically correct and offer flexibility for tone adjustments to align with your brand guidelines.
Additionally, the machine learning technologies integrated within these platforms can analyse large volumes of user data to identify behaviour patterns and content performance. The idea here is to use the data to pinpoint content gaps and create better articles over time.
Whether you're dealing with an increased number of customer inquiries or engaging in any high-stakes conversation, your job is to always understand your customers' problems and provide high-quality support.
A knowledge base software makes sure all your quality standards are met by surfacing relevant articles during interaction.
These recommendations are based on conversation keywords and can be either forwarded to the customer or used by teams to keep the conversation moving.
Hiring new employees for your company is challenging, but it's a whole different story when you are onboarding them into your company.
A knowledge base ensures all your team members are skilled with up-to-date company knowledge by automatically providing correct and contextualised responses to product queries.
It also ensures both the team and the new hire have access to the same resources of information, thus eliminating any confusion between teams from the get-go.
All the knowledge base platforms in the list are made for someone. To ensure it's made for you, test, test.
Take advantage of the free trials and plans to get a feel of the platform's workflow and user interface. Then identify which one works best for your team.
Ready to test? Start a free trial with Mevrik today.
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