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Knowledge Base Software Frequently Asked Questions (FAQ's):

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A knowledge base software is a tool that is used to create and present an organized, curated collection of information about a particular subject area such as a business. The purpose of this software is to make the information readily accessible and usable by various stakeholders.

The knowledge base software stores different forms of content, such as:
- FAQs (Frequently asked questions)
- Step-by-step process guides
- Introductory articles
- Video tutorials
- Glossaries and definition lists
The software acts as a self-serve platform for seekers of different types of information on the subject. This is useful to everybody since it is a comprehensive database of information at a single location, and it saves time looking for answers to different questions in different places.
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A knowledge base is an extremely helpful and efficiency-enhancing repository of information that is a ready-reckoner and a self-service resource for anybody looking for information about a particular subject.

With a comprehensive knowledge-base, you can:
Empower Your Customers:
It has been found that for general customer service tasks, over 60% of Americans prefer automated self-service, such as a website or mobile app. In an extremely mobile world where your customers are always on the go, and your customers don't always wish to get on a call with your support agents, they prefer to use your knowledge base. A good knowledge base is an asset.
Keep Your Team Informed:
An internal knowledge base helps your team access instant knowledge. This reduces the time spent on back-and-forth email exchanges or Slack responses. Your team is instantly empowered with information from your internal knowledge base, and this not only helps them gain knowledge at their individual levels, it also helps them serve their customers better.

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Choosing the right knowledge base software can be done in the following ways:
- Support Channel :
  Your customers may reach out to you for support using various channels. While some prefer to email you, others reach you via your support portal while some others may contact you via social media. You can have an organized self-service portal that answers all your frequently asked questions or you can create a fully customizable solution capable of hosting video tutorials and process guides. Choose the style of self-service you want to provide to your customers.
- Ease-of-Use
  A powerful cloud-based knowledge base software should ideally have an intuitive user interface so your agents can start publishing video tutorials, process guides and articles instantly. Alternatively, you can also use an on-site knowledge base software, but this would involve higher maintenance, site performance, uptimes, etc. Identify your requirements and choose the right knowledge base software accordingly.
- Comparison & Affordability
  It is never advisable to blindly select a knowledge base software without thorough research and comparison. Test out a number of available options before finalizing a solution that will help you deliver to your users a good self-service experience. Also, higher prices do not translate to better software and a complex UI does not necessarily mean a feature-rich knowledge base system. Along with good features, affordability should be a primary criteria for choosing the right software for yourself.
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While a knowledge base is useful for anyone, in business terms, they are most beneficial to:
- Small and growing businesses:
  It is crucial for small and growing businesses to focus more on product development, customer service and customer experience better. It may be difficult for these businesses to hire many support agents, and this would mean inefficiency during resolution of customer issues. It is important therefore, that these businesses maintain a comprehensive Knowledge Base. This would help your customers to easily find answers themselves, thereby negating the need for consistent agent interaction. With a well-structured Knowledge Base, you can ensure your customers have a good experience and get the answers they need quickly.
- Enterprise businesses:
  Enterprises are known to cater to customers across the globe. They need to have readily available answers to address a wider variety of questions across a larger base of products. While hiring agents may be easier for Enterprise businesses, they would still need to be trained to offer customer resolutions. Having a comprehensive and independent Knowledge Base system, organized and structured to contain answers segregated by products across topics, with an FAQ section for quick reference will help enterprise businesses to easily deflect any routine incoming queries to their knowledge base. This will empower customers to seek out answers to their questions easily and fix any issues in a self-serve mode themselves.

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Knowledge Base Software

Create, organize, and share knowledge about your business with your customers and support agents.

A holistic content platform

Monitor the evolution of your knowledge base

Designed with the user in mind

Measure and improve customer support

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Key Features of Knowledge Base Software

Powerful Text Editors

Unlimited Space For Storage

Search Engine Friendliness

Efficiency Of Support

Offer Quicker Resolutions

Keep Your Customers Happy

Train new agents

Knowledge Base Software Frequently Asked Questions (FAQ's):

Affordable

All-in-one Software

Free Onboarding Sessions

Attract Web Visitors

Sales Prospects

Engage Prospects

Solutions

Integrations

Alternatives

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