10 Best SaaS Knowledge Base Tools To Educate Customers About Your Product Effortlessly

What is a knowledge base tool?

A knowledge base tool is software that helps businesses to gather, organize, and share important information with internal or external audiences.

Also referred to as a help center, a knowledge base may house how-to articles, video tutorials, and FAQs (frequently asked questions).

Why do you need a knowledge base tool for your SaaS?

The primary purpose of a knowledge base software is to provide customers with information that helps them have a better experience with your product/software.

A knowledge base software eliminates the wait time associated with reaching customer support agents. Creating a repository of information for your users ensures customers receive answers quicker.

As a result of easy access to information and answers to queries, fewer support tickets are generated, so the support team can focus their efforts on more complex cases.

Ultimately, an effective self-service knowledge base is a delight to your customer success and sales teams. This proactive support system improves the customer experience, which increases customer retention.

What are essential features to look for in knowledge base tools?

Effective knowledge base software improves the ease of creating, sharing, and managing content for your support team. This requires the presence of several critical features.

To ensure you’re building the best knowledge base possible, your chosen software should have the following features:

User-friendliness: With intuitive and user-friendly knowledge base software, you can quickly and easily build your dream SaaS knowledge base application. The tool you choose should be easy to use, with a reasonable learning curve.

Search bar: A search bar makes it easier to find relevant articles and guides in your knowledge base. Customers can locate resources quickly, without endlessly scrolling through your knowledge base.

Multi-language support: Multi-language support extends your customer support system to those who don’t understand English. Extensive localization options should also be available.

Live chat: You can enhance your self-service support system with the live chat feature. If users are having trouble finding answers to their questions, support agents are ready to answer them immediately.

Feedback & Analytics: A feedback collection system is a great way to gauge how users feel about your product. A feedback and analytics mechanism helps you see how customers use your product and what difficulties they face.

3rd party integrations: 3rd party integrations are a great way to add extra features to your knowledge base software. This may be a knowledge base analytics and reporting tool, a live chat integration, or any missing feature from your original software.

Customization: Your knowledge base should be easily customizable to match your brand style and design.

10 Best knowledge base software to educate your customers in 2022

Here we’ll examine the 10 best knowledge base software for creating a self-service system for your SaaS.

Let’s dive in.

Userpilot – Best SaaS Knowledge Base Software

Postfity's resource center created with Userpilot — Create a code-free knowledge base with Userpilot.

Userpilot enables SaaS businesses to provide robust, on-demand, and contextual support for their users. For starters, users can create an entire internal knowledge base with easily accessible and properly grouped resources.

With Userpilot, your customers can access relevant support by grouping resources and knowledge base posts according to their ‘themes’.

Features

On-demand support: Userpilot provides you with an in-app widget to help your users get answers to their questions much quicker.

Varied resource support: Your self-service support system or help center resources can be of any format of your choosing – checklists, tutorial videos, FAQs, or knowledge base articles.

Contextual targeting: Userpilot enables you to share specific knowledge base articles or content with a select audience or to open particular resources based on the page accessed.

Search functionality: Help users quickly locate relevant articles and resources in your knowledge base.

Localization: Resource center modules can easily be translated to other languages for SaaS products targeting non-English speakers.

Analytics Dashboard: A powerful analytics dashboard shows you how users interacted with your resource center, as well as the click rate, unique opens, and total clicks of your modules.

Reviews

Userpilot boasts an impressive rating of 4.6 stars on Capterra and 4.7 stars on G2.

userpilot-review-g2-platform — Userpilot review on G2.

Pricing

Userpilot’s pricing plans start from $249/mo. You also get a 14-day trial period that offers full-featured access to familiarize yourself with the product.

Userpilot pricing

Zendesk

Zendesk is a customizable knowledge base software that can be used either as an internal knowledge base software or as a support agent-only knowledge base software.

Like Userpilot, Zendesk is a no-code builder that offers its users a self-service portal for quickly finding whatever information they need whenever it’s needed. Its primary function, however, involves helping SaaS business owners provide support across channels (voice, email, social media, and chat).

Zendesk boasts an advanced ticketing system that makes the grouping, managing, and tracking of customer support tickets easier. Its chatbot feature also serves to further reduce the workload of support agents.