Today’s Contact Center Knowledge Base Softwares are incredibly versatile, and because of strong competition, have remained a relatively low-cost investment for most.
Currently, with dozens of options available for Contact Center Knowledge Base Software in the market – finding the right Contact Center Knowledge Base Software of September 2023 can be tricky.
So we spent dozens of hours researching and testing everyone we could get my hands on.
Based on our experience with the apps, here are 10 Best Contact Center Knowledge Base Software. Click on any app to learn more about why we chose it, or keep reading for more context on Contact Center Knowledge Base Software.
On this page, you’ll learn about the following:
- What is Contact Center Knowledge Base Software?
- 10 Best Contact Center Knowledge Base Software
- What is the Best Contact Center Knowledge Base Software?
What is Contact Center Knowledge Base Software?
A contact center knowledge base is a searchable and editable database of service-related material that allows customer support representatives to quickly find clear and accurate answers to frequently asked inquiries about a company’s goods. Businesses employ knowledge bases in contact centers to boost agent efficiency and the quality of customer care interactions. Contact center knowledge bases ensure that every customer service representative can respond to client concerns quickly and confidently by building and maintaining a library of proven solutions. Furthermore, contact center knowledge bases improve new agent onboarding and ensure that all service knowledge is transferrable, ensuring that expertise does not leave the company when an individual leaves. Contact center knowledge bases are deployed within a contact center s workflow and may integrate with live chat software or help desk software allowing agents to find view and share knowledge articles on demand and in real time during interactions with customers These systems also provide capabilities like intelligent search article suggestions and decision trees, which can assist agents in swiftly identifying solutions or guiding them through frequent questions step by step. Some contact center knowledge base products can be used as enterprise wiki software and/or customer self service software. Enterprise wikis, on the other hand, provide enterprises with an internal knowledge management system that can be adopted across the firm. Customers can access information without the help of a customer service person using customer self-service portals, which act as an external knowledge source. Contact center knowledge bases, on the other hand, are internal solutions designed exclusively for use by customer support professionals in a contact center context. A product must be intended for use in a help desk or customer support setting and provide a searchable database of product knowledge, troubleshooting techniques, and solutions to known difficulties to qualify for inclusion in the Contact Center Knowledge Base category. Service professionals should be able to reach you in real time to assist them with calls or chats. Provide tools that intelligently guide agents through client enquiries and/or provide appropriate knowledge articles to agents. Allow authorized users to make adjustments, updates, and other modifications to improve the quality of service information.
10 Best Contact Center Knowledge Base Software
It can be complicated to provide support across channels — but your customers don’t need to know that. The Support Suite allows your business to have natural conversations with your customers, without letting them feel what’s going on behind the scenes. It’s sophisticated enough to meet complex needs, and simple enough to let you get up and running immediately. The Support Suite lets you have conversations with customers on any channel (email, chat, voice, and even social messaging apps like Facebook, WhatsApp, Apple Business Chat and more), while keeping all the interactions and relevant context in one place for your agents. It’s a unified agent workspace — helping your teams provide a faster, more personal experience to your customers. Zendesk is a service-first CRM company that builds support, sales, and customer engagement software designed to foster better customer relationships. From large enterprises to startups, we believe that powerful, innovative customer experiences should be within reach for every company, no matter the size, industry or ambition. Zendesk serves more than 160,000 customers across a multitude of industries in over 30 languages. Zendesk is headquartered in San Francisco, and operates offices worldwide. Learn more at www.zendesk.com.
Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe that better customer experiences start with AI. Our automation-first customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, deep vertical expertise, and global footprint reflect our commitment to ensuring that businesses everywhere can deliver better customer experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes. Over 1,800 innovative companies around the world, including Acxiom, Fujitsu, Hunter Douglas, IBM, Trivago, Tuft & Needle, YMCA, and 2U partner with Talkdesk to deliver a better way to great customer experience. Talkdesk offers Talkdesk CX Cloud, Talkdesk Industry Experience Clouds, and Talkdesk Phone all on one platform for an integrated holistic customer experience journey that is unified and seamless. Talkdesk CX Cloud™ combines enterprise scale with consumer simplicity, delivering unprecedented advantages of speed, agility, reliability, and security. Along with our flagship CX Cloud, we offer Talkdesk industry Experience CloudsTM which are purpose-built to meet the needs of vertical sectors to improve CX and generate industry-specific business outcomes. We offer the first and only business phone system natively built on a leading cloud contact center platform, which reduces costs and provides a better way for hybrid workforces to deliver great customer experiences. .
Document360 is a SaaS platform that helps you to build a great self-service knowledge base for your customers and internal users (public or private knowledge bases). Here’s what Document360 offers in terms of functionality: Markdown text editor You don’t have to be a developer to pick up the basics. Simple Markdown editor allows you to style a text document using typical formatting techniques including headings, emphasis, lists, images, and links. Category Manager You can create a well-structured hierarchy of all your knowledge base content, up to 6 sub-categories. Making it easy for users to find and digest information Landing Page customization Now you can personalize your Knowledgebase with your brand colors, logo, header images, links, domain, and dozens of other options, including custom CSS Roles and Permissions To keep your knowledge base secure, Document360 allows to apply restrictions who can access what, you can add authenticated team members to contribute to a particular project. Versioning Rollback and versioning advanced features allow you to see the change history for each piece within your knowledge base. Backup and restore Document360 automatically backs up your projects every day. However, you can manually backup your project at any point in time. Also, you can restore the entire project or a part of your knowledge base to the previous state from the available backup. Additionally, you can integrate your knowledge base with your other tools that you love to create multi-channel support for end-users. Document360 are among the top market leaders in the category and serve various industries from 30+ countries for building their knowledgebase. Our clients include Monday.com, Harvard University, Warner Bros, and many more. .
Wix Answers is a customer support platform designed to make support teams work smarter, not harder. With a single view of all support channels, intelligent automations, real-time data, and powerful self-service capabilities, Answers helps companies unlock greater efficiency and set a new standard for their customer support. Unlike legacy ticketing systems, Answers is the only platform that enables companies to react to customer demand in real time (and we mean up-to-the-millisecond). Our Spotter feature allows you to automate workflows and improve support performance instantly without you lifting a finger. And with a live dashboard feature capturing team workloads and agent availability, you can easily identify gaps and accommodate within a matter of seconds. Wix Answers was built in-house at Wix.com to support the company’s 200 million customers. Today, Wix Answers is the trusted support platform of fast-growing brands like Getty Images, Rakuten Viber, Sweaty Betty, and MyHeritage. .
Yext is a search-as-a-service platform that offers a wide range of AI-powered solutions for every business need. Brands of all sizes use Yext to deliver best-in-class search and discovery experiences that convert more business, reduce support costs, and uncover new insight about what matters most to their customers. Founded in 2006, Yext has been designated as a “Leader” in over five G2 categories for consecutive seasons, appears in Forrester’s 2021 Now Tech report on Cognitive Search, and is publicly traded on the New York Stock Exchange [NYSE: YEXT]. .
ProProfs Knowledge Base Software is a powerful tool used to create a private and public knowledge base for employees and customers, respectively. It helps in reducing customer tickets, improving internal team collaboration, streamlining business processes, and improving customer service. By providing centralized access to information across multiple devices and browsers, ProProfs ensures that information-gathering gets simple and seamless for both employees and customers. The software supports 70+ languages that help in catering to an audience that’s spread across the globe. It is easy-to-use and offers various features right from editing content to branding and customizing it. Here are the main features:> Online text editor, Contextual help, Roles and permissions, Conditional content rules, Branding and customization, 600+ fonts & themes, Integrate with other tools, Collaborate anywhere and anytime, .
ProcedureFlow is a reimagined knowledge base. It makes the most complicated information easy and intuitive to create, maintain and use, even in highly regulated and complicated industries. By providing every employee with the exact information they need to handle any scenario, employees can be confident in their abilities from day one on the job. ProcedureFlow allows organizations to leverage the knowledge and expertise of their top performers, and put it into the hands of every employee, improving quality and consistency. This allows organizations to transform traditional classroom training to “learning by doing”, creating a more motivating and engaging environment for employees. .
We work with contact centers, software implementers, and B2B SaaS vendors that need to significantly improve training time and training results. ScreenSteps is designed to support Zero Memorization Training. This is a training methodology where contact center agents, employees, or customers are not required to memorize training information but are trained in how to help themselves when the moment comes. To enable this type of training, ScreenSteps focuses on four types of speed: 1. Speed of Authoring – How fast can your authoring team create content? 2. Speed of Search – How fast can your employees or customers find the right content? 3. Speed of Application – How fast can your employees or customers successfully apply the information after they find it? 4. Speed of Updating – How fast can you update the information? Using Zero Memorization Training and implementing an iterative process that focuses on the four types of speeds mentioned above, our customers have seen incredible success: – Make new agents proficient in 10 days instead of 60 – Achieve 99% new CRM adoption in 1 week instead of 6 – Reduce average task time by 25% What are our key differentiators? – We included a desktop authoring tool with integrated screen capture that helps your team create and update clearly-formatted and organized articles faster than any other tool available – We combine knowledge base articles with interactive courses and a Google Chrome Extension for providing contextual help and guides to your employees – We have Workflow Articles that allow you to walk any employee or user through complex scenarios and help them resolve them successfully without having to escalate the issue – We are simple to learn. Typical training time for a new team on the ScreenSteps platform takes less than an hour. ScreenSteps is headquartered in Northern Virginia, but is a fully remote team. We have been around since 2008 and support customers in the contact center, IT training, CRM/ERP/EMR implementation, education, and B2B SaaS businesses. .
Shelf is a highly awarded, innovative knowledge automation and management platform focused on helping contact centers surface the best answers to agents and customers. Through MerlinAI, we enable company knowledge to power the channels that customers want to connect with you, without additional training, without additional manpower. Shelf is built on a modern technology stack, integrating seamlessly into agent workflows so it works where your team works. It’s easy to set up, doesn’t require any developers to maintain and meets the most stringent security standards. All the places traditional knowledge bases have failed, Shelf succeeds. Contact us today for a consultation and get setup with Agent Assist Lite for a free 30 day trial. .
Bloomfire is a secure knowledge engagement platform that empowers teams to find information fast. Eliminate shoulder taps, frantic Slack requests, and repetitive questions by giving your team the knowledge they need, when and where they need it. Users can upload content in any format (including word documents, PDFs, videos, audio recordings, and slide decks) or create new content directly in the cloud-based platform. Bloomfire deep indexes every word in every file–including words spoken in videos– so that users can quickly find what they’re looking for. Whether you’re looking to share knowledge across your entire company or within departments, Bloomfire helps break down silos and make information accessible to everyone who needs it. Bloomfire is currently powering the knowledge sharing efforts of leading companies including Capital One, Southwest Airlines, FedEx, Jackson Hewitt, and Estee Lauder. Results customers have achieved using Bloomfire include: -Saving employees an average of 30 minutes a day looking for information -Decreasing the number of customer service calls placed on hold by 50% -Increasing client satisfaction by 30% -Reducing internal emails by up to one third -Democratizing insights and research across lines of business .
What is the Best Contact Center Knowledge Base Software?
Here are our top picks for the Best Contact Center Knowledge Base Software to try this year.
How to Choose Best Contact Center Knowledge Base Software?
It can be a challenge to find the right software for your business. Luckily, there are many options to consider. How you choose the best product will depend on your company’s needs and budget. Most vendors offer core features such as editing, tagging, multimedia support, version control, and editing. However, some excel at customization and analytics, while others leverage artificial intelligence for enhanced search. As you research each option, you can make an informed decision based on your needs and budget.
The right contact center knowledge base software will integrate help desk software tools and have an integrated database. The database should contain frequently asked questions and troubleshooting information. Additionally, the software should have editing and communication tools for support agents. It should also allow you to upload images and videos, so that they can add context to each article. The right software will allow you to customize your knowledge base landing page, so that customers can quickly navigate it and find the answer they need.
Customer support agents deal with many different types of customer support issues. They can flag those that need additional documentation and help pages. Zendesk encourages agents to search existing content in the knowledge base for answers. This way, your employees will have easy access to all relevant information and help. Further, the software should offer the ability to integrate with other apps that give analytics, so that you can see which ones are most effective.
The features offered by knowledge base software should be flexible. It should be able to allow up to six subcategories, and you should be able to customize the landing page for your knowledge base. You should choose a software that allows you to customize your website with your branding and links. A few good examples are Livepro Knowledge Management, Salesforce Knowledge, and Zendesk. Each one offers a different type of solution.
LiveAgent is another popular choice for creating and maintaining a knowledge base. The software allows users to customize their knowledge base. It also allows for multiple languages, which is helpful for large businesses that cater to a variety of clients. Choosing the best software for your business depends on your needs. The more flexible your knowledge base, the more efficient your customer support will be. With the help of a knowledge base, you can address customer questions and resolve common problems.
It is important to select a software that is flexible. You should be able to customize the look and feel of your knowledge base. It should be flexible and can also support multiple languages. The best knowledge base software will offer the best integrations for your needs. The right software will also help you create a customized knowledge base for your company. If you are looking for a KB solution that works well with your existing help desk, consider HelpSite.
When selecting the software for your business, you should consider its flexibility and ease of use. If you are planning to scale your business, choose software that supports your future growth. You should consider how your customers will benefit from your knowledge base. In addition to providing information about your products, it also helps your customers learn about your company’s products and services. For example, Bloomfire’s knowledge management platform provides a step-by-step guide for your customers to understand how to use them. It can also help you identify areas that need to be addressed.
The right software should be easy to use and intuitive to use. Moreover, it should allow users to filter information by using the search bar. In other words, it should have a simple interface for agents and should be easy to customize for your business. Lastly, it should be easy to use. Whether it’s an internal knowledge base or an external one, it should be easy to manage. It should be easily accessible for your customers, as well as the agents.
Contact center knowledge base software is a software that is used to store and organize information that is used by customer service representatives to answer customer questions. This software can be used in a variety of ways, such as to store FAQs and provide training for customer service representatives.
Contact center knowledge base software is a type of software that is designed to help companies manage their customer service and support.The software is typically designed to help companies manage their customer service and support, and can be a type of software that is designed to help companies manage their customer service and support.
Contact center knowledge base software is easy to learn. It is typically designed with a simple interface that is easy to navigate. The knowledge base software also comes with a user-friendly help system.
Contact center knowledge base software is a great resource for agents to quickly find answers to customer questions. It also helps customers find answers to their questions quickly. This software can be expensive, but it’s a great investment for any company.
Contact center knowledge base software is a powerful tool that can help your organization grow. It can be used to answer customer questions, provide training, and provide company information. It can also be used to create a knowledge base, which can be an invaluable tool for your organization.
Contact center knowledge base software is a powerful tool for customer service agents. They can use it to find information quickly, which will make their job easier and more effective. There are a number of ways that customer service agents can use the software to their advantage.1.
I know you want to use Contact Center Knowledge Base Software, thus we made this list of best Contact Center Knowledge Base Software. We also wrote about how to learn Contact Center Knowledge Base Software and how to install Contact Center Knowledge Base Software. Recently we wrote how to uninstall Contact Center Knowledge Base Software for newbie users. Don’t forgot to check latest Contact Center Knowledge Base statistics of 2023.
Choosing the best Contact Center Knowledge Base Software is not a difficult task when you have all the details and requirements. Most of the above-mentioned Contact Center Knowledge Base Software have impressive and user-friendly features.
Now, it is up to you which software you’d pick up that meets your requirements.
Consider the effectiveness and efficiency of each Contact Center Knowledge Base Software, including the features and capabilities. You must also evaluate your objectives, required functions, and budget before choosing the right Contact Center Knowledge Base Software of September 2023. See which will give a great deal.
If you still have questions about choosing the best Contact Center Knowledge Base Software, leave a comment below. I’d love to assist you.