Last Updated: April 2025
A big aspect of customer experience is equipping your customers with the knowledge of how your product works. This can help them get the best possible results using it and hopefully earn you a loyal customer for the long term. Depending on the niche you’re in, educating customers may mean many different things- creating support docs, explainer videos, case studies, e-books, how-to guides, downloadable user manuals, etc.
However, there’s more to it than that! In the digital era, customer education is all about relevance and speed. If it takes a customer an hour to find details regarding the terms and conditions of your return policy, you might just end up with an abandoned cart!
Here’s what this means: e-commerce brands need to make their help content searchable, easy to understand, and scalable.
Given that 51% of customers prefer self-service, this also means building an up-to-date knowledge base that customers can use to find the information they need.
While most businesses update the content in their knowledge base fairly regularly, tagging and categorizing it is just as important. For example, adding tags like ‘Billing and Payments’ or ‘My Account’ can help customers browse topics much more quickly. Another best practice is including an ‘FAQs’ or ‘Popular Topics’ section with 10 to 15 of the most common questions they usually have about your product.
Designing and maintaining a knowledge base can be a lot of work if you’re not using knowledge base management software! Packed with easy-to-use templates and user guides, such software can give your customers a smooth self-service experience which they will certainly appreciate.
That’s not all, a typical knowledge base software is also equipped with comprehensive reporting features which means you will know in real-time how your self-help content is performing in terms of page views and number of shares. It can also help you identify any content gaps by analyzing search queries and provide useful tips for addressing them. Thanks to these insights, you will soon be able to improve the resolution rate and make calls to customer support seem unnecessary.
5 Best Knowledge Base Management Software 2022
To help you find a solution that is uniquely suited to your needs, here is a list of 5 of the best-performing knowledge base software available on the market:
1. Document360
Simplicity and versatility are the USPs of Document360. No wonder, it is used by multinational giants like Microsoft. This cloud-ready knowledge base software comes with advanced search, third-party app integration, and analytics features that make finding information effortless for customers. It also scores high in terms of providing valuable insights on search volumes which your team can use to structure, tag, and categorize articles in a better way.
Thanks to the built-in SEO, your content is likely to rank high in search results as well. What’s more, it can be extensively customized to match your branding. With prices starting at $49 per month, per user, it is a good buy for companies that want a simple but effective knowledge base tool.
2. Live Agent
Part of a complete helpdesk solution, the Live Agent knowledge base management tool is popular with small businesses. Using a single account, you can create multiple knowledge bases for different products. What’s more, Live Agent has a built-in editor that makes content creation and formatting faster and more efficient. Ticket management, live chat, social media management, etc. are some of the other features on offer – all of which can be customized to suit specific business needs.
If you are a small business owner, you can go for their Starter plan worth $16 per month, per user. Larger companies can choose between their Team and Business plan, priced at $33 and $50 per month, per user respectively.
3. Helpjuice
Helpjuice stands out because of its top-notch features and excellent customer service. Right from installation to everyday use, you can expect comprehensive support for practically any question you might have. Users will certainly appreciate the rich data insights provided by Helpjuice in terms of customer search activity and workflow optimization.
Creating, editing, and categorizing content is effortless thanks to the highly intuitive user interface. It offers a free 14-day trial after which you can choose from among any of their 4 pricing plans- Starter, Run-Up, Premium Limited, or Premium Unlimited. Helpjuice is positioned as a premium product, which explains its relatively high cost.
4. ZenDesk
You may know ZenDesk as a leading CRM tool, however, it also brings powerful knowledge base capabilities to the table. It supports multilingual content and allows users to seamlessly import data from a wide variety of sources. ZenDesk integrates easily with your in-house process workflows thanks to a variety of integrations. A standout feature is built-in templates that allow you to build online user communities. It has 5 distinct plans with prices ranging from $5 per month to $199 per month, per user.
5. ServiceNow Knowledge Management
ServiceNow is a dedicated knowledge management app that comes with advanced tools which make it useful for businesses across a variety of industries. Some of its features include reporting and analytics, user interface customization, built-in diagnostics, landing page templates, and third-party app integration.
ServiceNow allows you to build and manage process workflows and chatbots with ease since, thanks to its Machine Learning technology. The company provides pricing information only on request.
Last Words
Self-service customer service tools have the potential to boost customer loyalty. This is because they give customers on-demand access to the information they need. Integrating self-service options can also enhance the user experience of your online store. However, there is another dimension to a positive customer experience: effective customer service. This is easier said than done.
Delivering proactive customer service is a challenge as customer expectations change dramatically in the post-pandemic environment. As budgets get tighter, every penny needs to be accounted for in terms of hiring and training. In this situation, partnering with an experienced customer service provider like Helplama can be a viable alternative. Our plans are flexible to suit any need and budget. We dislike long-term contracts as much as you do!
What’s more, with our Zero-Risk Guarantee, you are assured of getting your money back in case you aren’t satisfied!
Also, try Saufter – the customer service software that can help you automate and scale your customer support.
