Navigating the world of knowledge management in software as a service (SaaS) can feel like traversing a labyrinth without a map. But don’t worry, we’ve got your back! This article will serve as your compass, guiding you through the 15 best SaaS knowledge base platforms available today. We’ll also provide real-world examples of how these platforms are being utilized to their full potential.
So, whether you’re a seasoned SaaS knowledge base veteran or a newcomer to the scene, buckle up and prepare for a deep dive into the world of SaaS knowledge bases. Let’s get started!
- A comparison chart of the top 5 SaaS knowledge base tools
- What is a SaaS knowledge base?
- Why do SaaS companies need a knowledge base?
- Key features of an effective SaaS knowledge base
- Top 15 SaaS knowledge base platforms
- 5 SaaS knowledge base examples: Learning from the best
- What should you include in your SaaS knowledge base?
- Why invest in a SaaS knowledge base, and what is the ROI?
A comparison chart of the top 5 SaaS knowledge base tools
If you find yourself in a hurry, unable to go over all the details in this article, we’ve compiled a comprehensive table depicting the five best candidates for your SaaS knowledge base tool.
|Platform||Capterra rating||Free version||Free trial||Price range|
|ProProfs Knowledge Base||4.7||✅Yes||✅Yes||$19.99 per month/100 articles|
|Document360||4.7||✅Yes||✅Yes||$149 per project/month|
|Docsie||4.7||✅Yes||✅Yes||$39 per month|
What is a SaaS knowledge base?
A SaaS knowledge base is a centralized repository of information that is hosted on the cloud and delivered to users over the internet. This software type allows businesses to store, organize, and share information with their customers, employees, or other stakeholders. This information can include product updates, FAQs, user guides, troubleshooting instructions, and more.
The main difference between a regular knowledge base and a SaaS knowledge base lies in the way they are hosted and accessed. A regular knowledge base is typically hosted on a company’s own servers and may require specific software to access. On the other hand, a SaaS knowledge base is hosted on the cloud and can be accessed via a web browser from anywhere, at any time. This makes it more flexible and scalable.
Another key difference is in terms of maintenance and updates. With a regular knowledge base, the company is responsible for maintaining the servers, updating the software, and ensuring data security. With a SaaS knowledge base, these responsibilities are handled by the service provider, freeing up the company to focus on its core business. This is a key advantage of SaaS knowledge bases – they can be updated in real time, ensuring that users always have access to the most current information.
For example, Miro, a SaaS-based visual collaboration platform, provides its customer base with a comprehensive knowledge base. It includes guides, tutorials, and FAQs to help users understand how to use the platform effectively. Miro regularly updates its knowledge base with new features, improvements, and bug fixes, which are immediately available to all users without any need for manual updates or downloads.
Why do SaaS companies need a knowledge base?
You might be surprised to learn that as much as 67% of survey respondents prefer self-service support over speaking to a member of a company’s customer support team. If that isn’t enough proof your SaaS company needs an effective knowledge base, here are some advantages it will undoubtedly bring to your business:
Improved customer satisfaction
Knowledge base content provides immediate access to information no matter the time of day. This can significantly improve customer satisfaction and prevent frustrated customers from leaving without conversion.
A knowledge base can save you money and resources by reducing the need for extensive employee training, as information is readily available and easily accessible. It can also decrease the workload on customer support teams by providing customers with self-service options for common questions and issues. It can help you retain valuable institutional knowledge, preventing loss of information when employees leave.
As your company grows, so does the knowledge it encompasses. It’s easier to update your online knowledge base and make it available to all employees than to conduct training for customer service representatives with each minor change or update. This makes a knowledge base a scalable solution for you and your employees alike.
Reduced support tickets
Every customer-facing and support employee knows how it feels to be flooded with support tickets containing just a simple question. A comprehensive knowledge base can answer most of the common questions customers have, reducing the number of support tickets.
Enhanced product usage
An external knowledge base can include interactive tutorials and guides that help customers understand how to use the product effectively. This approach can greatly enhance product usage and overall customer experience.
You can optimize all knowledge base articles and even external documentation to drive more organic traffic to your website. This can help in your overall SEO efforts and enhance your brand recognition.
A reliable knowledge base option provides a centralized, accessible source of information, making it easier for new customers and employees to understand the company’s products, services, and operations. It reduces the time spent on training and answering repetitive questions, thus increasing efficiency. For customers, it enhances their user experience by providing immediate answers to their queries.
Increased customer independence
A self-service knowledge base empowers customers to solve their own problems, fostering a sense of independence and confidence in using your company’s products.
Key features of an effective SaaS knowledge base
At this point, you might be wondering, what are the key features of an efficient knowledge base. Although each business comes with distinct needs, we’ve compiled a list of the most sought-after key features an awesome knowledge base should have.
A SaaS knowledge base should have an intuitive and easy-to-use interface. This ensures that customers can easily navigate and find the information they need. This feature contributes to customer retention and loyalty by reducing frustration and increasing satisfaction. For example, LiveAgent’s knowledge base is designed with user-friendliness in mind, making it easy for customers to find solutions to their problems.
A robust search feature is crucial for a SaaS knowledge base. It allows customers to quickly find relevant articles or solutions without having to browse through numerous pages. This feature enhances customer experience, leading to increased loyalty. LiveAgent’s knowledge base comes with a powerful search function including a prominent search bar, ensuring customers find what they need in no time.
The ability to categorize and tag articles is another must-have feature. It helps in organizing the knowledge base and makes it easier for customers to find related articles. This feature can significantly improve customer satisfaction and retention.
Knowledge base analytics help in understanding what customers are looking for and how they interact with knowledge resources. This information can be used to improve the knowledge base and provide better service, thereby increasing customer loyalty.
With the increasing use of mobile devices, a mobile-friendly knowledge base is a must. It ensures that customers can access information anytime, anywhere, enhancing their experience and loyalty.
A SaaS knowledge base should support multiple languages to cater to a global audience. This feature can significantly improve customer satisfaction and loyalty while widening your content’s reach.
The knowledge base should easily connect with other tools like CRM, ticketing systems, and many others. This allows for a seamless flow of information and better customer service. LiveAgent’s knowledge base integrates seamlessly with other tools, providing a comprehensive customer service solution.
A feedback mechanism allows customers to rate and comment on articles. This helps in improving the quality of the knowledge base and increases customer engagement.
Top 15 SaaS knowledge base platforms
LiveAgent is a household name when it comes to customer service. Besides delivering one of the most popular help desk solutions on the market, LiveAgent offers a SaaS knowledge base packed with many powerful features. The knowledge base software is easy to use, and thanks to LiveAgent’s numerous seamless integration options, you enrich it with various advanced elements.
Besides offering over 180 powerful features, LiveAgent provides 220+ third-party applications including Salesforce, Shopify, Magento, Jira, Slack, Salesforce, Twilio, and many social media integrations.
Listed below are some of the most significant functionalities included in LiveAgent’s knowledge base software.
- Internal and external knowledge base
- Feedback and suggestions
- WYSIWYG editor
- Tags and categorization
- Attachments in knowledge base articles
- Internal and external forums
- Search articles widget
- Comprehensive and reliable search functionality
- Affordable pricing structure with a 30-day free trial period
- User-friendly interface that is easy to navigate
- Rolling out AI-powered knowledge base features
- Unable to log into two browsers with the same account at the same time
- Tech support is available 24/7, but it is located in the EU
- Expert’s opinion
From a user’s perspective, my experience with LiveAgent’s knowledge base software has been nothing short of impressive. The platform is intuitive and user-friendly, making it easy to navigate through the vast array of information. The search functionality is particularly useful, as it allows me to find answers to my questions and easily navigate knowledge base articles.
The software’s ability to categorize and organize information is a standout feature. It has made it easier for me to write relevant articles on specific topics without having to sift through tons of content.
Moreover, the software’s integration with other LiveAgent services, such as ticketing, has significantly enhanced my user experience. Not to mention the hassle-free customization that allowed me to tweak the knowledge base to my liking without the need to type in HTML code.
Overall, LiveAgent’s knowledge base software leaves very little to be desired. It’s affordable, customer-centric, and easy to use. Hands down, this is one of the best knowledge base solutions in the market.
Besides offering a 30-day free trial, LiveAgent’s software is available free of charge with 1 knowledge base. If you want to get more out of this knowledge base software, you can choose from the following pricing tiers: Small for $9 per agent per month, Medium for $29 per agent per month, Large for $49 per agent per month, or Enterprise for $69 per agent per month.
LiveAgent is used in our customer support department and we also use it to communicate with our customers making helpful and fast support. This tool is very user-friendly and easy to use by anyone on my team. I like this solution because it’s fast to address problems of making the connection between customers who have issues and it’s easy to direct them to available agents to help them. Great support.Capterra
Unleash the power of LiveAgent’s knowledge base software with a 30-day free trial! Experience its dynamic features that are just waiting for you to explore.
Helpjuice is a comprehensive SaaS knowledge base platform businesses use to streamline customer support and internal communication. With many advanced features, Helpjuice is a popular choice when it comes to building company knowledge bases.
Helpjuice’s many features can be enhanced by many integrations, including Slack, Jira, and Salesforce.
In this list, you can find the platform’s most useful built-in functionalities.
- Internal and external knowledge base
- Intelligent analytics
- Access control
- Google-like search functionality
- In-article collaboration
- Advanced and easy-to-understand analytics
- Convenient collaboration and commenting features
- Efficient advanced search functionality
- Limited mobile optimization
- The integration options are quite limited
- The pricing can get very steep
Helpjuice is a robust knowledge base software that is quite useful in managing and sharing information within teams. The platform is user-friendly with a clean, intuitive interface that makes navigation easy, even for first-time users. The search functionality is impressive, providing quick and accurate results.
One of the standout features of Helpjuice is its customization capabilities. It allows you to tailor the look and feel of your knowledge base to match your brand, which is a big plus. The analytics feature is also quite handy, providing valuable insights into what users are searching for and which articles are most popular.
However, there are a few areas where Helpjuice could improve. The initial setup can be a bit complex, especially for non-tech-savvy users. It can take some time to understand how to properly organize and categorize the information. Additionally, the pricing is on the higher side compared to other similar software in the market, which might be a deterrent for small businesses or startups.
Helpjuice offers four different pricing tiers, each with a set maximum number of users that can access the platform. The first is the Starter package for $120 per month with up to 4 users, the second is the Run-up tier for $200 per month with up to 16 users, the third tier is called Premium Limited, which costs $289 per month with up to 60, and the final tier is the Premium Unlimited with unlimited users.
Hepljuice also offers a 14-day free trial period to get acquainted with the software.
3. ProProfs Knowledge Base
ProProfs Knowledge Base is a renowned SaaS platform that offers comprehensive solutions for businesses intending to streamline their information management. It is designed to facilitate easy creation, sharing, and management of online documents, manuals, and step-by-step guides.
ProProfs Knowledge Base features
ProProfs Knowledge Base lets you connect various third-party applications, including Tidio Chat, Azure AD, and MS Clarity to get even more out of the platform.
Some of ProProfs Knowledge Base’s main features are:
- Workflow and notifications
- Version control
- SEO support
- Conditional content
- Intelligent search
- Knowledge base statistics
- The interface is designed with the end-user in mind
- Convenient versioning capabilities
- Reliable and helpful customer support
- Limited integration options
- Insufficient customization and branding options
- Reporting features can be too limited
ProProfs Knowledge Base offers a comprehensive tool that provides a wide range of features for creating, managing, and sharing knowledge across your business. As with any other solution, it can be a hit or miss, so let’s talk about it.
It comes with a user-friendly and intuitive interface, making it easy to navigate and use even for beginners. This appealing knowledge base solution allows for easy collaboration, which is a significant advantage for teams, no matter their size. It also offers robust search functionality, which makes finding specific information quick and straightforward.
However, it does have its limitations, particularly in terms of customization and integrations. While it offers some customization, it’s not as extensive as some users, including myself, might prefer. Similarly, while it does integrate with other platforms, the options are somewhat limited. However, I think that these limitations do not significantly detract from the overall functionality and usefulness of the software.
Overall, despite the minor drawbacks, ProProfs Knowledge Base is a reliable solution enjoyed across many different industries.
ProProfs Knowledge Base pricing
Once your 15-day free trial expires, you can either stick to the free option or go for a paid plan. The Free plan offers all the necessary features, however, it is only available if you have a maximum of 25 articles. If you want to have a larger knowledge base, you can opt for the Business plan which costs $19.99 per month/100 articles with a minimum of 200 articles billed annually.
Document360 is a robust SaaS knowledge base platform businesses use to streamline the creation, management, and optimization of their self-service portals. With Document360, companies across the globe effectively centralize their knowledge base, enhancing accessibility and efficiency.
You can connect Document360 with various third-party applications, such as Hotjar, Olark, Drift, and Slack.
Document360 offers the following built-in features:
- Knowledge base assistant widget
- Version control
- Advanced search
- Bulk operations
- IP restrictions
- Links status analytics
- Powerful built-in search engine with advanced capabilities
- User-friendly and intuitive interface
- Convenient version control features
- Limited offline access to the platform
- Lacking built-in chat features
- The pricing can be quite steep
My experience with Document360’s knowledge base software has been a mixed bag of positives and negatives. The first noticeable thing was the clean, intuitive interface. The software is easy to navigate, even for a first-time user. The dashboard is well-organized, and the search function is quite efficient, making it easy to find the information I need.
Creating and managing content using Document360 is a breeze. The platform offers a robust set of tools for creating, editing, and organizing articles. I also appreciate the version control feature, which lets me track changes and revert to previous versions of an article if necessary.
However, one of the major drawbacks I’ve encountered is the lack of customization options. While Document360 does offer some basic customization features, they are quite limited compared to other knowledge base software. Tailoring the look and feel of my knowledge base is somewhat tricky.
Another area where Document360 falls short is its pricing. While the software offers a range of useful features, the cost can be prohibitive, especially for small businesses or startups.
To sum it up, Document360’s knowledge base platform is a reliable solution, mostly for larger companies with higher budgets. Even though this can be restrictive, once you start using the platform, it’s mostly a walk in the park.
This self-service knowledge base platform comes with a limited Free plan for smaller teams. If you decide to purchase a subscription plan, you have four options. The first is the Standard plan, costing $149 per project/month, billed annually. A more robust tier is the Professional package for $299 per project/month, billed annually. To get even more out of the platform, you can opt for the Business package, costing $399 per project/month, billed annually. Finally, the largest Enterprise plan costs $599 per project/month, billed annually.
Before committing to a paid plan, you can try Document360 for 14 days free of charge.
A relatively young knowledge base platform, Docsie, offers software that changes the way businesses manage their product documentation. Launched in 2016, it has quickly gained recognition for its innovative approach to creating, updating, and maintaining documentation.
Docsie’s platform comes with a set of integrations, including Jira, BitBucket, Slack, and GitHub.
Some of its most notable features are:
- Content versioning
- Dynamic content embedding
- User feedback
- Search functionality
- Ghost AI language translation
- Content analytics
- Convenient and easy-to-use versioning
- Efficient AI-powered translation
- Export to various useful formats
- The number of provided templates is very limited
- Lacking built-in chat features
- Limited offline access to the platform
Working with Docsie has been somewhat of a mixed bag. On one hand, it comes with an intuitive interface that even not-so-tech-savvy users can master with ease. Furthermore, one of the standout features of Docsie is its ability to create dynamic content. Creating interactive tutorials and manuals is super easy and hassle-free.
However, one of the major issues I faced was with the software’s performance. There were instances when the software would lag, especially when handling large files. The software also lacks advanced formatting options, which limits the customization of the content.
Overall, in my opinion, Docsie’s software has the potential to do great in the realm of knowledge management, however, it still needs some time to iron out the kinks.
Besides a free trial, Docsie’s platform offers a variety of subscription plans, so potential customers can choose the most suitable one. The Startup plan is free, however, it comes with limitations. Next is the Startup Plus plan, costing $39 per month, billed annually, then there is the Small Team package for $79 per month, billed annually, and then you can opt for the Business tier, costing $249 per month, billed annually. The last pricing package, Organization, required you to contact Docsie’s sales team to get a personalized quote.
This AI-powered knowledge base software is an effective response to the new market and knowledge management trends. Equipped with many AI-driven features, Slite has been favored by many businesses across the globe.
You can pair Slite with a variety of third-party apps, including Asana, Slack, Trello, and Jira.
Here are some of the most well-known features Slite offers.
- Automated AI assistant
- Writing improvement AI features
- Collaboration tools
- Rich text editor
- Search functionality
- Access control
- Mobile accessibility with iOS and Android apps
- Automated version control
- Easy real-time collaboration features
- Lack of advanced permission settings
- Lacking offline access to the platform
- Insufficient customer support
Slite is an innovative knowledge base platform that prides itself on seamlessly integrating AI into its users’ daily tasks. While AI-powered features are a great plus, and they are certainly a way forward, working with Slite somewhat made me feel that some other crucial parts of an efficient knowledge base have been neglected.
To start out with positives, Slite’s software is designed with simplicity in mind, making it easy to navigate even for a first-time user. The real-time collaboration feature was particularly impressive, allowing multiple team members to work on a document simultaneously.
Slite’s search functionality is another feature that deserves praise. It’s incredibly robust, allowing you to search not just by keywords, but also by tags, making it easy to find the information you need quickly.
As I have already mentioned, working with Slite wasn’t all roses. One of the main issues I encountered was the lack of offline access. In today’s world, the ability to work offline is crucial, and unfortunately, Slite falls short in this regard. If you’re in a location with spotty internet or no connection at all, you’re essentially locked out of your own data.
Lastly, while Slite’s simplicity is generally a strength, it can also be a weakness. The software lacks some advanced features that other knowledge base tools offer, such as detailed analytics and customizable templates. This might not be a deal-breaker for everyone, but for users who need these features, it’s a significant drawback.
Slite comes with three pricing options, plus a free trial period. The first, the Free plan has some gesture limitations. The second, Standard plan costs $8 per member/month, and the last, Premium plan comes up to $12.50 per member/month, both billed annually.
Since 2011, KnowledgeOwl has been aiming to provide a customer-centric software solution. The KnowledgeOwl knowledge base encompasses multiple avenues of knowledge management in one convenient solution.
To augment KnowledgeOwl’s services, you can use APIs, webhooks, and Zapier to integrate third-party applications into the system.
Listed below, you can find the most notable built-in functionalities KnowledgeOwl has to offer.
- Contextual help widget
- Related articles
- Customize text tool
- Broken link checker & report
- Advanced search
- Article management
- The platform is very easy to use
- Responsive and reliable customer support team
- Robust search feature is efficient and easy to use
- Insufficient simultaneous document editing capabilities
- Limited formatting options
- Occasional slow loading times
My encounter with KnowledgeOwl’s knowledge base software was largely positive. The platform’s user interface is clean, intuitive, and easy to navigate, even for a novice. The software’s design is straightforward, with a clear layout that makes it easy to find what you’re looking for. The search function is particularly impressive, providing quick and accurate results for even more complex queries.
Creating and managing content using KnowledgeOwl was simply great. The software offers a rich text editor that allows for easy formatting and customization of articles. You can add helpful images, video content, and links with just a few clicks. Another useful functionality is tagging and categorization of the content for effortless retrieval.
However, it wasn’t all smooth sailing. One of the challenges I faced was with the software’s integration capabilities. Although APIs, webhooks, and Zapier are available, I found myself wishing for more seamless integration with other tools I frequently use.
Another area where KnowledgeOwl fell short was in its analytics capabilities. While it does provide basic analytics, I found the data somewhat limited.
Overall, my experience with KnowledgeOwl’s knowledge base software was, dare I say, a hoot. It’s a robust, user-friendly platform that makes creating and managing a knowledge base a relatively painless process.
KnowledgeOwl offers three subscription plans, all including one author and the capability to add more for an additional $20/author/month, and 1 knowledge base with the option to add more for $40/kb/month. The cheapest, Flex tier comes up to $79 per month, the second Business package starts at $299 per month, and the largest Enterprise plan will cost you $999 per month.
You can also give the platform a try during a 30-day free trial period.
8. Atlassian Confluence
Atlassian’s Confluence is among the most well-known knowledge management solutions out there. Its heavy reliance on automation and internal team collaboration, this knowledge base software is a part of many daily business processes.
Atlassian Confluence features
Atlassian’s Confluence comes with a plethora of third-party apps you can integrate into the system. Some of them are Marvel for Confluence, Flow Board, Git for Confluence, and Advanced Microsoft Teams Confluence Connector, as well as Atlassian’s other applications.
In the list below, you can find some of the most popular features in Confluence’s tool belt.
- Advanced internal and external collaboration
- Page versioning
- Atlassian Analytics
- Template library
- Audit logs
- Robust and reliable knowledge base platform
- The article editor is intuitive and easy to use
- Useful notifications feature
- Due to its complexity, the platform may have a steep learning curve
- It may be unresponsive at times
- Limited formatting options
Working with Confluence’s knowledge base software for the first time was a bit overwhelming. The interface, while sleek and modern, was packed with features and tools that were not immediately intuitive. However, after spending some time exploring and experimenting, I began to appreciate the depth and flexibility of the platform.
One of the standout positives of Atlassian Confluence is its collaborative capabilities. The ability to work on documents simultaneously with team members, track changes, and leave comments made project coordination a breeze. The software also integrates seamlessly with other tools in the Atlassian suite, such as Jira, which was a significant advantage for our team as we were already using these tools.
However, the initial learning curve is steep, and it can be challenging for new users to navigate the platform. While Confluence does offer a range of tutorials and guides, they can be somewhat lacking in detail and clarity.
In conclusion, Atlassian’s Confluence is a powerful tool for collaboration and knowledge management. While it may take some time to get used to, the benefits it offers in terms of team collaboration, document management, and integration with other tools make it a worthwhile investment.
Atlassian Confluence pricing
Atlassian Confluence offers two main solutions. The self-managed data center comes up to $27,000 per year/500 users. The cloud option comes with four pricing plans. The Free plan is quite limited, but available forever free of charge. The Standard plan costs $5.75 per user/month. Next, the Premium plan comes up to $11 per user/month. Last but not least, to get a quote for the largest Enterprise plan, contact Atlassian Cionfluence’s sales team.
Before making a purchase, you can try Atlassian Confluence for 30 days for free.
Freshdesk offers a dynamic SaaS knowledge base platform serving businesses in 120 countries. This household name originating from India strives to provide contextual and intuitive support to their customers.
Here are some of the third-party apps you can connect to Freshdesk: Shopify, Slack, Salesforce, and Stripe.
Now, let’s look at Freshdesk’s feature set.
- Self-service portal
- Custom reports and dashboards
- Team collaboration features
- SEO optimization
- Article versioning
- Category and folder structure
- High level of customization
- The platform is intuitive and easy to use
- Multi-language knowledge base capabilities
- Pricing can be too high for small businesses with a limited budget
- The platform experiences occasional glitches
- Limited search functionality
Interacting with Freshdesk’s knowledge base software was a little daunting. Although the interface is nothing short of impressive, the features packed into it were quite overwhelming. Nevertheless, I learned the ropes rather quickly.
One of my favorite aspects of Freshdesk’s knowledge base software is its ability to streamline and organize information. This solution allows users to document and share solutions to common problems, reducing the time spent on resolving repetitive issues.
However, Freshdesk’s knowledge base software is not without its flaws. One of the main issues I encountered was the glitchy platform. Did it render the software not usable? No. However, it dampened the experience quite a bit. Additionally, the software’s search function could use some improvement. There were instances when I had difficulty finding specific articles or information within the knowledge base, which was frustrating.
Freshdesk’s software is available in four distinct subscription plans, plus a 14-day trial period. The Free plan includes the most limitations. The Growth plan costs €15 /agent/month, billed annually, the most popular Pro plan comes up to €49 /agent/month, billed annually, and the broadest, Enterprise plan will cost you €79/agent/month, billed annually.
Hiver’s knowledge base software is a comprehensive tool designed to centralize and streamline information management. Businesses use it to create, organize, and share knowledge effectively within their teams. The software stands out for its Gmail-based functionality, enabling users to access and manage information without leaving their inboxes.
Hiver uses Zapier to facilitate connections with third-party applications.
Let’s dive into Hiver’s most significant knowledge management features.
- Google Workspace integration
- Team collaboration
- Reporting and analytics
- Draft saving
- Version history
- The UI is simple and easy to use
- Convenient automation features
- Seamless integration with Google Workspace
- The solution doesn’t provide an offline mode
- The platform lacks some advanced features
- Limited storage
Hiver is not primarily a knowledge base solution, and it shows. Although the UI is comprehensive and easy to navigate, its focus on customer support via Google Workspace shows.
To give credit where credit’s due, Hiver allows you to manage and share knowledge within your team or organization. The functionalities included in the feature are rather basic. However, the ones that are included perform very well. You can easily create, edit, and share knowledge articles with traceable history.
The ability to categorize and tag articles was another feature that I found particularly useful, as it helps to keep knowledge bases organized and easy to navigate.
However, there were also a few negatives that I encountered while using Hiver. One of the main issues was the lack of customization options. While the software does offer some basic customization features, I felt that it could benefit from more advanced options to allow users to tailor the knowledge base to their specific needs.
All in all, Hiver is a reliable solution if you understand the extent of Hiver’s capabilities. So, if you’re looking for a simple no-fuss knowledge base, Hiver can be of great help.
You can use Hiver’s knowledge base software for 7 days for free during the free trial period. After that, you can choose from three subscription plans: Lite for $15 per user/month, Pro for $39 per user/month, or Elite for $59 per user/month.
Intercom’s knowledge base software, also known as Intercom Educate, is a platform designed to help businesses create, manage, and share educational content with their customers. The software uses machine learning to suggest relevant articles to customers, enhancing their experience and reducing support requests.
You can enhance Intercom’s functionality with third-party applications, such as Shopify, Jira, Aircall, and Stripe.
Listed below are Intercom’s knowledge base-related features you might find useful.
- Self-service portal
- Content editor supporting various media types
- Article search functionality
- Feedback loops
- Access control
- Modern and sleek user interface
- Detailed analytics and insights
- Convenient mobile app
- The price can get quite high
- Advanced features may be overwhelming for new users
- Insufficient customer support
Intercom is no doubt a robust and popular platform. Priding itself on innovative AI-focused operations, one would expect more from Intercom’s knowledge base software. Of course, basic functionalities to create and manage articles are useful and reliable. Besides that, the software also offers a robust analytics feature, which can help you track the performance of the articles and understand what information customers are seeking the most.
Now, let’s talk about the downsides of Intercom’s knowledge base solution. One of the main issues I encountered was with the search functionality. It sometimes fails to deliver accurate results, making it difficult to find specific articles or information. This could be particularly frustrating when trying to quickly address a customer’s query.
Additionally, the customization options for the knowledge base were somewhat limited. While the software does offer some basic customization features, it lacks the flexibility to fully tailor the knowledge base to match our company’s branding and style.
Overall, Intercom does its job well, however, it’s not delivering knowledge base software. If you’re searching for a solution that delivers some knowledge base capabilities, it’s sufficient. However, if you want an AI-driven efficient, and customizable knowledge base, this one might not be for you.
Besides the main three subscription options, you can try Intercom for free during a 14-day trial. The cheapest paid plan, Starter, costs $74/month. The second, Pro tier comes up to $395/month. Lastly, the Premium plan requires booking a demo to get a quote.
12. Zendesk Guide
Zendesk Guide is a knowledge base software designed to improve customer service by providing self-service options. It allows businesses to create, organize, and share content that answers common customer questions. As a part of the Zendesk family, this software seamlessly integrates with the rest of Zendesk products for a comprehensive customer support solution.
Zendesk Guide features
Zendesk as an overarching product lets you connect various third-party apps, including Mailchimp, Shopify, Stella Connect, and Klaus.
Now, let’s look at some of the most notable features you can find in the Zendesk Guide KB software.
- Content management
- AI-powered predictions
- Customizable themes
- Permission controls
- Team collaboration features
- Community forums
- The interface is user-friendly and easy to navigate
- Robust and reliable search functionality
- High level of customization
- The pricing may be confusing to figure out
- The software can be too expensive
- Insufficient customer support
The Zendesk Guide software is designed to streamline customer service operations, and it does so quite effectively. It allows for easy creation, organization, and management of help articles, which can be a boon for businesses looking to improve their customer support. The AI-powered answer bot is also a standout feature, providing automated responses to customer queries and thereby reducing the workload on customer service representatives. But more on the chatbot a little later
However, the software certainly has its drawbacks. One of the main issues I encountered was the steep learning curve. While Zendesk Guide is packed with features, it can be quite overwhelming for new users.
Another downside is the pricing. While Zendesk offers a range of plans to suit different business needs, even the most basic plan can be quite expensive for small businesses or startups. Not to mention, navigating the pricing page and figuring out which Zendesk plan includes the Zendesk Guide was a nightmare in itself. This could potentially deter some users from giving the solution a try.
Now, to return to the chatbot. Even though it is there to provide assistance, the bot is as unhelpful as they come. While I struggled to navigate through Zendesk’s pricing plans, I tried the chatbot but to no avail.
In conclusion, Zendesk Guide is a powerful tool for managing customer service operations. It offers a wide range of features and functionalities. However, its complexity and pricing may be a barrier for some users.
Zendesk offers various packages consisting of different pricing plans The Zendesk Guide software is available in the Zendesk Suite package. The following prices are for 5 agents. If you add more, the price will increase. The first, the Suite Team plan costs €55 per agent/month, the second, the Suite Growth plan costs €89 per agent/month, the most popular Suite Professional plan costs €115 per agent/month, and the last, the Suite Enterprise plan requires you to contact Zendesk’s sales representatives.
Before committing to a paid subscription, Zendesk lets you use the software for free during a free trial period.
13. HubSpot Service Hub
Starting out as a simple blogging platform, HubSpot Service Hub has evolved into a customer service software that includes a robust knowledge base feature. This knowledge base tool allows businesses to create and manage educational content to address customer inquiries.
HubSpot Service Hub features
HubSpot Service Hub is compatible with various applications, including Mailchimp, Aircall, Slack, and Asana.
Here are some of the most useful features under HubSpot Service Hub’s belt.
- Search engine optimization
- Feedback collection
- Ticketing system integration
- Robust search functionality
- Article templates
- Knowledge base analytics
- Comprehensive and detailed analytics
- Robust search functionality
- Reliable customer support
- Steep learning curve for new users
- Occasional slow loading times
- The high price can be limiting
HubSpot Service Hub offers a comprehensive knowledge base software that I have found to be quite effective in managing knowledge base content. The software is user-friendly with an intuitive interface that makes it easy to navigate through different features. It offers a wide range of functionalities such as ticketing, customer feedback, and reporting and analytics. These features can significantly streamline various customer service processes, mainly for larger companies.
One of the standout features of the Service Hub is its seamless integration with other HubSpot tools. This has allowed us to have a unified view of our customer interactions across different platforms, which has been instrumental in providing personalized customer service. The software also offers automation capabilities, which have helped to reduce manual tasks and improve efficiency.
However, the software is not without its shortcomings. One of the main issues I have encountered is the limited customization options. While the software offers a range of features, it does not provide much flexibility in terms of customizing these features to suit specific business needs. And as someone who values a good brand aesthetic, this wouldn’t fly.
Additionally, the pricing of the HubSpot Service Hub is very steep, especially for small businesses. Although the software offers cheaper plans, the knowledge base feature is available only in quite expensive ones.
Overall, if you have a higher budget, and don’t mind some customization inconveniences, HubSpot Service Hub knowledge base software might serve you well.
HubSpot Service Hub pricing
Although HubSpot Service Hub offers a wide range of pricing options, those including the knowledge base option are quite limited. The cheaper, Professional plan will cost you €441/month for five users. This option allows you to add more users for €90/month per user. The next option is the Enterprise plan which comes up to €1,180/month for ten users. This subscription option allows you to add more users for €1202/month per user.
You can try HubSpot Service Hub for 14 days for free before choosing a paid plan.
Stonly is a SaaS knowledge base software that allows businesses to create interactive, step-by-step guides for their products or services. It aims to improve customer support and user experience by providing clear, easy-to-follow instructions. The platform is unique in its use of “Stonlies”, which are interactive modules that can be embedded on any webpage.
You can connect Stonly to various third-party services, such as Segment, Shopify, and Crowdin.
And here are some built-in features Stonly has to offer.
- Interactive guides
- AI-powered answers
- Embeddable content
- NPS surveys
- Multimedia content
- Analytics and insights
- User-friendly interface
- Responsive and helpful customer support
- Useful embeddable interactive guides
- Mass imports or mass duplication are not possible
- The pricing is quite steep
- Occasional slow loading times
Using Stonly’s software was a bit of a hit or miss. On one hand, the platform’s user interface is intuitive and easy to navigate, making the process of creating step-by-step guides and interactive tutorials straightforward. The ability to embed these guides into various platforms, such as websites and apps, is a significant advantage. The analytics feature is also quite useful, providing insights into how users interact with the guides, which can help in improving content and user experience.
On the other hand, the software does have some major drawbacks. One of the main issues I encountered was the lack of customization options. While Stonly does offer a variety of templates, the ability to customize these to fit specific brand aesthetics is limited. This can be a bit frustrating, especially for businesses that want to maintain a consistent brand image across all platforms.
Another issue is the website’s performance. Although it’s not unusable by a long shot, this continuous inconvenience can deter users from interacting with Stonly.
Of course, we have to address the platform’s pricing. Considering the platform’s shortcomings, the price is simply too high for many businesses and individuals.
Besides offering a 14-day free trial, Stonly’s pricing consists of two subscription packages. The first one, the Small Business plan costs €199/month. Subscribing to the second, Enterprise package requires you to schedule a call with Stonly’s sales team.
KnowledgeBase is a software platform designed to manage and share information within an organization. It provides a centralized repository for storing, organizing, and retrieving information, facilitating efficient knowledge management.
Zendesk Guide features
KnowledgeBase integrates with many third-party applications including Salesforce, Trello, Jira, and Evernote.
Listed below you will find some of the most significant features KnowledgeBase offers.
- AI-generated content
- Mobile-friendly design
- Rich text editor
- Customization options
- Knowledge structuralization
- Advanced search capabilities
- Robust reporting and analytics
- User-friendly interface
- Limited formatting options
- Occasional slow loading times
- Difficulty in importing data from other systems
Interacting with KnowledgeBase was quite a pleasant experience. Its user-friendly interface is one of its strongest points, making it easy to navigate through the system. The software allows for easy categorization of content, making it simple to find what you’re looking for. The search functionality is also quite efficient, providing accurate results quickly.
Another aspect of KnowledgeBase that many businesses might enjoy is its collaborative features. It allows multiple users to work on the same project simultaneously, which greatly enhances productivity. The software also has a good tracking system, allowing you to monitor changes and updates made by other users. This feature is particularly useful for large teams working on complex projects.
Of course, nothing comes without some drawbacks. One of the main issues I encountered was the lack of customization options. While the software does offer some basic customization, it falls short when it comes to more advanced customization needs. This can be a bit limiting, especially for businesses with specific branding requirements.
KnowledgeBase offers one all-encompassing subscription plan. The One plan costs $59/month and includes all of KnoweledgeBase’s functionalities.
Before signing up for the One plan, you can give the platform a try with a 14-day free trial.
Embark on a journey through a knowledge base where every article is a stepping stone to a deeper understanding. To ensure you get the most out of your exploration, we’ve compiled a list of related articles that delve deeper into various aspects of this topic.
- Explore the 12 key internal and external benefits of a knowledge base
- How to create a knowledge base in 6 easy steps (+ Examples)
- How to create knowledge base videos: A step-by-step guide
- The ultimate guide for building an effective internal knowledge base
- 8 steps for the best knowledge base organization
- Best 20 knowledge base software in 2024
- Top 20 knowledge base examples to inspire you in 2024
- AI knowledge base: Your gateway to more efficient operations
- Knowledge base 101: A complete guide to harness your company knowledge
5 SaaS knowledge base examples: Learning from the best
Learning from successful implementations of a knowledge base is like learning to cook from a master chef. Their experience can serve as a guideline on the path to success.
As we’ve mentioned, studying our successful counterparts provides a roadmap for our own success. By learning from successful implementations, we can identify the strategies, tools, and processes that have proven effective. This can significantly reduce the time and resources spent on trial and error, and increase the likelihood of success in one’s own implementation.
Secondly, it helps to avoid potential pitfalls. Every implementation has its challenges and obstacles. By learning from those who have successfully navigated these issues, we can anticipate and prepare for these challenges, thereby minimizing the risk of failure.
Furthermore, it fosters innovation and improvement. By understanding what has worked well in the past, we can build upon these successes to create even more effective and efficient knowledge base strategies.
Lastly, this approach promotes a culture of knowledge-sharing and collaboration. By learning from others’ successes, one acknowledges the value of collective wisdom and experience. This can foster a more collaborative and supportive environment, where everyone is encouraged to share their knowledge and learn from each other.
Now, let’s look at five SaaS companies that have mastered the art of knowledge sharing.
Slack’s knowledge base is a comprehensive resource that provides users with detailed information and guidance on how to use the platform effectively. It is designed to help users understand the platform’s features, troubleshoot issues, and maximize their productivity. The knowledge base is organized into different categories, making it easy for users to find the information they need. It includes articles, guides, tutorials, and FAQs, all aimed at helping users navigate the platform and utilize its features to the fullest.
Slack’s knowledge base is constantly updated with new content to reflect the latest features and updates of the platform. This ensures that users always have access to the most current and accurate information. Whether you’re a new user trying to understand the basics, or an experienced user looking to explore advanced features, Slack’s knowledge base is a valuable resource for enhancing your experience with the platform.
Mailchimp’s knowledge base is a comprehensive resource center that provides users with detailed guides, tutorials, and tips on how to use Mailchimp’s various features and services. It covers a wide range of topics, from getting started with Mailchimp to creating and managing email campaigns, to analyzing and improving your results. The Knowledge Base is designed to help users understand and maximize the potential of Mailchimp’s platform, whether they are beginners or seasoned users.
A well-loved feature of Mailchimp’s knowledge base is its search functionality. Users can simply type in a keyword or phrase related to their query, and the knowledge base will provide a list of relevant articles and guides. You can even filter the type of content you want to study. This feature saves users time and effort in finding the information they need. The knowledge base is also regularly updated to ensure that the information provided is current and accurate.
LiveAgent’s knowledge base is a comprehensive, user-friendly platform designed to provide customers with instant access to solutions and answers to their queries, enhancing their overall experience. The knowledge base is an integral part of LiveAgent’s customer service software, which is aimed at improving customer support efficiency and effectiveness.
The knowledge base is not just a tool for customers, but also for the support team. It allows them to easily access and share information, reducing the time spent on resolving customer queries.
Although LiveAgent’s knowledge base software is packed with various features and functionalities, the one that stands out is its multilingual capability. Supporting 43 languages, this feature allows businesses to cater to a global audience by providing support in multiple languages. It enables customers from different regions to access and understand the information in their native language, enhancing their user experience and satisfaction.
Drobbox’s Help Center is a comprehensive resource that provides users with a wealth of information about the platform. It includes detailed guides, tutorials, FAQs, and troubleshooting tips to help users navigate and utilize Dropbox effectively. It covers a wide range of topics, from basic features and functionalities to advanced settings and configurations.
A standout part of the Dropbox Knowledge Base is its Community Posts section. This is a dynamic, user-driven forum where Dropbox users from around the world can share their experiences, insights, and solutions. There, users can ask questions, discuss issues, and learn from each other. The community posts are not only a great source of practical, real-world advice, but also a testament to the active, engaged, and supportive user community that Dropbox has cultivated.
Spotify’s knowledge base, also known as Spotify Support or Spotify Community, is a comprehensive resource that provides users with a wide range of information about the music streaming platform. It includes detailed guides, FAQs, troubleshooting tips, and community discussions to help users understand and navigate the platform better.
One of the most impressive features of Spotify’s knowledge base is its community-driven aspect. Users can not only find solutions to their problems but also contribute their own insights and experiences to help others. This creates a dynamic and interactive learning environment where users can learn from each other, making the knowledge base a constantly evolving resource.
What should you include in your SaaS knowledge base?
What type of data should fill out your SaaS knowledge base? Let’s find out.
1. Product documentation
This is a crucial data type for both customers and internal teams. It includes detailed information about the product, its features, how to use it, and troubleshooting guides.
For customers, it helps them understand the product and solve minor issues independently. For internal teams, it serves as a reference point for understanding the product’s functionalities and addressing customer queries. An example would be a comprehensive user manual or a FAQ section on the company’s website or in an internal knowledge base.
2. Training materials
This data type is primarily useful for internal teams. It includes resources like video tutorials, webinars, and guides that help the team understand the product and its updates better. An example would be a series of training videos on a company’s intranet.
3. Customer feedback and reviews
Mostly beneficial for internal teams, this data type includes customer reviews, feedback, and suggestions about the product. This data helps the team understand customer needs, preferences, and pain points, which can guide product development and customer service. An example would be a feedback forum or a customer satisfaction survey.
4. Case studies and success stories
This type of information is useful for customers, especially potential ones. It includes real-life examples of how the product has helped other customers or businesses. This data can help potential customers understand the product’s value and how it can solve their problems. An example would be a collection of case studies on the company’s website.
5. Industry news and updates
This data type is beneficial for both customers and internal teams. It includes news about the industry, market trends, and updates about the company and its products. For customers, it helps them stay informed about the product and the industry. For internal teams, it helps them stay updated about the market and plan their strategies accordingly. An example would be a blog or a newsletter.
6. Policies and procedures
Primarily useful for internal teams, this type of data includes information about the company’s policies, procedures, and best practices. This data helps the team understand their roles, responsibilities, and the company’s expectations. An example would be a company handbook or a policy manual.
7. Customer data and analytics
This data type is beneficial for teams and departments in a SaaS company. It includes data about customer behavior, usage patterns, and analytics. This data helps the team understand how customers are using the product, which can guide product development and customer service. An example would be a customer analytics dashboard.
Why invest in a SaaS knowledge base, and what is the ROI?
Did you know that the resolution rate for customer portals is a whopping 95%? Impressive, right?
It’s no doubt that implementing a knowledge base is a strategic move for businesses that aim to improve customer service, reduce support costs, and enhance operational efficiency. The return on investment (ROI) can be substantial, as it not only saves time and resources but also improves customer satisfaction and loyalty.
Let’s consider two scenarios to illustrate this point:
Scenario 1: The elusive software feature
John, a freelance graphic designer, has recently purchased a new graphic design software. He’s excited to use it, but he’s been having trouble with a particular feature. He’s spent hours searching through the software’s help center, trying to find a solution. He’s read through countless articles and forum threads, but none of them seem to address his specific issue.
Feeling frustrated, he decides to contact the software’s customer support. He waits on hold for nearly an hour before he’s finally connected with a representative. The representative is friendly, but they’re also unable to provide a solution. They promise to escalate the issue to their technical team and get back to him within a few days.
John is left feeling frustrated and helpless. He’s wasted an entire day trying to solve this issue, and he’s no closer to a solution than he was when he started. He’s unable to work on his projects, and he’s starting to regret his decision to purchase this software.
Scenario 2: The instant solution
Sarah, a small business owner, has just signed up for a new email marketing service. She’s eager to start sending out newsletters to her customers, but she’s not sure how to import her contact list into the new system.
She goes to the service’s help center and types in “import contacts”. The first article that comes up is a step-by-step guide on how to import contacts from various sources. The guide is clear and easy to understand, with screenshots and detailed instructions.
Within minutes, Sarah has successfully imported her contact list. She’s able to start creating her first newsletter right away. She’s impressed with how easy it was to find the information she needed, and she feels confident that she’ll be able to handle any other issues that might come up.
She’s excited to explore more features of her new email marketing service, and she’s grateful for the time she’s saved by finding the answer so quickly.
These two scenarios clearly highlight the importance of a reliable and comprehensive knowledge base for any software or service. In the first scenario, John’s experience was frustrating and time-consuming due to the lack of a helpful knowledge base. His productivity was affected, and his perception of the software was negatively impacted.
On the other hand, Sarah’s experience was smooth and efficient. The presence of a well-structured knowledge base allowed her to quickly find the information she needed, saving her time and enabling her to use the service effectively. This not only boosted her confidence in using the new service but also positively influenced her overall perception of the service.
These examples underline the fact that a well-maintained knowledge base can significantly enhance user experience, increase productivity, and foster customer satisfaction. It’s a critical resource that empowers users to solve issues independently, reducing the need for customer support intervention.
To elaborate on this point, LiveAgent’s knowledge base and community forums could have significantly improved John’s situation. The knowledge base, with its easy-to-navigate interface, comprehensive articles, and robust search functionality could have provided John with the solution he needed. The frequently updated and reliable community forums, on the other hand, could have allowed him to connect with other users who might have encountered and solved the same issue. These features not only provide immediate solutions but also foster a sense of community among users.
Navigating the intricacies of knowledge management in SaaS requires a reliable compass: a platform that champions integration, real-time updates, and a focus on the user. Platforms like LiveAgent and Helpjuice have set benchmarks in this realm, facilitating effortless access to critical information for customers and employees alike.
The potency of a robust knowledge base cannot be overstated, given its role in amplifying user satisfaction and streamlining operations. As you evaluate your options, we invite you to experience firsthand the capabilities of our platform. Take advantage of our free 30-day trial, and empower your business with the tools it truly deserves.
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Frequently Asked Questions
What is the estimated time required for setting up and deploying a SaaS knowledge base platform?
The estimated time required for setting up and deploying a SaaS knowledge base platform can vary greatly depending on the complexity of the system, the amount of data to be migrated, and the specific needs of the business. However, generally, it shouldn’t take more than 8 weeks to set up the knowledge base and fill it with content.
How can having a SaaS knowledge base platform contribute to reducing support tickets?
Implementing a SaaS knowledge base generally comes with a support ticket reduction as a by-product. It has customers with self-service resources to solve their issues. Furthermore, allows customers to access information and find solutions to their problems without needing to contact support. This not only reduces the workload for the support team but also enhances customer satisfaction as they can resolve their issues faster.
How do I train my team effectively in using a SaaS knowledge base?
You can start by providing comprehensive training sessions that cover all the features and functionalities of the software. Encourage hands-on practice during these sessions to ensure they understand how to use the system. Additionally, provide continuous support and resources for further learning, such as user manuals, video tutorials, and a dedicated point of contact for any queries or issues.
Can a SaaS knowledge base help in collecting customer feedback and insights?
Yes, it certainly can. A SaaS knowledge base allows customers to leave comments, suggestions, and ratings on articles or products. Additionally, it can track user behavior and interactions, providing valuable data on customer preferences and needs.
How do SaaS knowledge base platforms integrate with other tools and software used by businesses?
Most often, SaaS knowledge base platforms integrate with third-party applications through APIs (Application Programming Interfaces) and plugins. These allow for seamless data exchange and functionality between the knowledge base platform and other systems. For example, LiveAgent integrates over 220 applications, including Shopify, Slack, Asana, and much more.
Microsoft's Dynamics 365 offers a robust knowledge base editor with basic functionalities for articles and media. However, the user experience is clunky and not very user-friendly, with confusing publishing processes. On the positive side, the scheduling option and the ability to add related information to articles are useful features.
Avoid clickbait, deliver value, and target the right audience. Use issue tracking software to improve efficiency. Create accurate and professional graphics. Research, brainstorm and evaluate ideas. Set deadlines and plan your budget. Create drafts and set up your workspace. Set correct document size and consider margins and bleed.
Boost sales by adding a FAQ section and contact info to your customer portal. Utilize various support channels in call centers for exceptional customer service. Build your LiveAgent account and try all communication channels.
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