Reliable and efficient knowledge base solutions are crucial in today’s ever-changing business world. A knowledge base solution is a repository of information businesses use to store and share information with employees, customers, and partners. Considering that 89% of millennials use a search engine to find answers before making a call to get customer service, it’s time to invest in a knowledge base. With the development of AI, knowledge base solutions have become more powerful than ever, providing quick and accurate answers to complex questions.Â
This article will discuss knowledge base solutions, how an AI knowledge base works, the top benefits of using one, and the ten best knowledge base tools available.
What are knowledge base solutions?
Knowledge base solutions are software tools used to manage and organize information for an organization. They’re designed to provide employees, customers, and partners with easy access to the necessary information.
Knowledge bases can contain a wide range of information, including FAQs, product manuals, training materials, and troubleshooting guides. With knowledge base solutions, you can improve customer support, reduce support costs, and increase employee productivity.
How an AI knowledge base solution works
An AI-powered knowledge base solution uses artificial intelligence and machine learning algorithms to automate the process of gathering, organizing, and presenting information. These solutions use natural language processing (NLP) and machine learning to understand the intent behind customer queries and provide accurate responses in real time.
When a customer submits a query to the knowledge base:
- Analysis: The AI-powered system analyzes the question and uses NLP to understand the meaning behind the words.
- Search: The system then searches through its database of information to find the most relevant answers.
The system can use machine learning to continuously improve its answers, learning from past interactions with customers.
Top benefits of a knowledge base solution
A knowledge base solution is a valuable tool for brands of all sizes, providing a range of benefits that can help them to improve their operations, reduce costs, and enhance customer satisfaction.
Here are the top benefits of using a knowledge base solution:
Improved customer support
A knowledge base solution can improve customer support by providing easy access to information. With a knowledge base, customers can find the answers to their questions quickly and easily, reducing the time it takes to resolve support requests.
Increased employee productivity
A knowledge base solution can help employees be more productive by giving them easy access to information. This reduces the time it takes them to find answers to common questions, allowing them to focus on more complex tasks.
Increased customer engagement
A knowledge base solution can increase customer engagement by providing a personalized experience. Therefore, customers can find the information they need quickly and easily, improving their satisfaction with the business.
Analytics and insights
A knowledge base solution can provide valuable insights into customer behavior and preferences. This can help businesses to improve their products and services and provide a better customer experience.
Improved self-service
A knowledge base solution can provide customers with a self-service option, allowing them to find answers to their questions without contacting customer support. This can save customers time and reduce support costs for the business.
Improved brand reputation
A knowledge base solution can help improve your reputation by providing customers with a positive experience. Companies can build customer trust and loyalty by providing accurate and helpful information.
10 best knowledge base solutions
Here are the top 10 best tools:
1. Capacity
Capacity is an AI-powered support automation platform that connects your entire tech stack to automate support and business processes in one powerful location.
Its low-code platform, accessible through conversational AI, enables graceful human handoffs and intuitive task management via a powerful workflow automation suite and flexible database that can be deployed anywhere.
Key Features:
- AI-powered chatbot accessible through conversational AI
- Intuitive task management via a powerful workflow automation suite
- When AI doesn’t know the answer, a ticket is automatically created in the Helpdesk
- Robust developer platform to integrate with your company’s software
- Build solutions to empower employees and customers with access to information via a user-friendly knowledge base
- A suite of app integrations such as Slack, Salesforce, and Microsoft Teams
- Automate monotonous processes and tasks with low-code workflows
2. Zendesk Guide
Zendesk Guide is a knowledge base software that allows businesses to build a self-service customer help center.
With Zendesk, teams can create and manage a knowledge base with articles, FAQs, and community forums. It integrates with other Zendesk products.
Key Features:
- Create and manage a knowledge base with articles, FAQs, and community forums
- Integrate with other Zendesk products
- Multilingual support
- Customizable themes and templates
- Analytics to measure the performance of your knowledge base
- Search and browse functionality
- Content feedback and ratings
3. HelpJuice
HelpJuice is a cloud-based knowledge management software designed to help businesses create and manage an internal and external knowledge base.
It enables teams to keep their knowledge in one place, making it easily accessible to employees and customers. And, it offers search functionality, content management, analytics, and collaboration tools.
Key Features:
- Cloud-based knowledge management software
- Centralize knowledge in one place
- Easily accessible to employees and customers
- Search functionality
- Content management
- Multilingual support
- Integrations with other tools
4. Freshdesk
Freshdesk is a customer support software with a knowledge base module to help businesses create and manage their knowledge base.
It allows teams to create articles, FAQs, and community forums to help customers find their desired answers. Plus, it includes features such as ticket management, automation, and reporting.
Key Features:
- Customer support software with a knowledge base module
- Create articles, FAQs, and community forums
- Ticket management
- Customizable themes and templates
- Multilingual support
- Search functionality
- Content feedback and ratings
5. ProProfs Knowledge Base
ProProfs Knowledge Base is a cloud-based knowledge management software that enables businesses to create and manage a knowledge base.
It includes search functionality, content management, analytics, and collaboration tools. It also integrates with other ProProfs products, making it easy to manage support requests.
Key Features:
- Cloud-based knowledge management software
- Create and manage a knowledge base
- Search functionality
- Content management
- Multilingual support
- Integrations with other ProProfs products
- Easy to handle support requests
6. Document360
Document360 is a cloud-based knowledge management software that allows businesses to create and manage a knowledge base.
It includes search functionality, content management, analytics, and collaboration tools. It also has a powerful editor allowing teams to create and manage articles and FAQs easily.
Key Features:
- Cloud-based knowledge management software
- Create and manage a knowledge base
- Content management
- Analytics to measure performance
- Collaboration tools
- Powerful editor for creating and managing articles and FAQs
- Integrations with other tools
7. Confluence
Confluence’s knowledge base solution is designed for teams to create and share information.
It includes features such as creating and organizing content, collaboration tools, and integration with other Atlassian products. And with Confluence, you get templates to create articles, FAQs, and how-to guides.
Key Features:
- Knowledge management software for teams
- Create and organize content
- Integration with other Atlassian products
- Templates for creating articles, FAQs, and how-to guides
- Search functionality
- Customizable themes and templates
- Easy to use
8. Guru
Guru is a knowledge management software that allows teams to create and manage a knowledge base.
It includes search functionality, content management, analytics, and collaboration tools. It also has a browser extension that allows teams to access knowledge easily.
Key Features:
- Knowledge management software
- Create and manage a knowledge base
- Search functionality
- Customizable branding and design
- Multilingual support
- Browser extension for easy access to knowledge
9. Help Scout
Help Scout is a customer support software with knowledge base solutions to help businesses create and manage their knowledge base.
It allows teams to create articles, FAQs, and community forums to help customers find their desired answers. It also includes features such as ticket management, automation, and reporting.
Key Features:
- Customer support software with a knowledge base module
- Create articles, FAQs, and community forums
- Ticket management
- Search functionality
- Content feedback and ratings
- Integrations with other tools
10. Bloomfire
Bloomfire is a knowledge management software that allows teams to create and manage a knowledge base.
It includes search functionality, content management, analytics, and collaboration tools. It also has a powerful editor allowing teams to easily create and manage articles and FAQs.
Key Features:
- Knowledge management software
- Create and manage a knowledge base
- Analytics to measure performance
- Collaboration tools
- Customizable branding and design
- Multilingual support
- Powerful editor for creating and managing articles and FAQs
How to choose the right knowledge base solutions
Choosing the right knowledge base solutions for your business is an important decision that can significantly impact your operations and customer support.
Here are some factors to consider when selecting knowledge-base solutions:
- Ease of Use
- Integration with Other Tools
- Customizability
- Security
- Pricing
Recommended platform: Capacity
We may be biased, but we think Capacity is the best platform businesses can use to streamline customer support with an AI-powered knowledge base.
You may be wondering – Why Capacity? Capacity is a comprehensive and AI-powered support automation platform that can help businesses to improve their operations and customer support.
Don’t just take our word for it – Hear from our friends at AnnieMac Home Mortgage and see how they are deflecting 100% of inquiries away from their team:
With Capacity’s OpenAI integration, adding data to your knowledge has never been easier.
Ready to see Capacity in action? Try it for free today!
