At Document360 we make and sell standalone knowledge base software. This means that our software does one thing, and one thing only: provides a knowledge base for your business.
But first, what is a knowledge base?
A knowledge base is a self-serve online library of information about a product, service, department, or topic.
Knowledge base software is a rapidly growing category of software in which vendors seek to provide a self-service website for businesses looking to provide online help.
Knowledge base software is distinct from help desk software or static site generators. Help desk software helps companies to manage their incoming support conversations and enables their teams to better collaborate in customer support. A static site generator is a tool that generates a HTML website based on raw data and a set of templates.
Knowledge base software, on the other hand, is delivered as a SaaS solution enabling users to create a self-service knowledge base that suits their needs and can deliver documentation to their users.
The benefits of knowledge base software
A whole industry has developed around standalone knowledge base software. They help your company provide self-service support to your customers, or to offer help content to your employees.
A knowledge base solution enables you to provide how-to documentation, troubleshooting guides, and reference materials to the audience of your knowledge base. Knowledge base software requires significant time and resources spent developing your solution in order to help your customers or your employees.
The benefits of your knowledge base software are:
- Being able to onboard new employees more quickly with a repository of information they can use to do their jobs
- They publicly showcase how dedicated your company is to customers by providing self-service help content
- Customers can gain more value from your products and therefore obtain more value for their money
- Customer support staff have higher morale as the most basic and repetitive queries are taken care of by the knowledge base
- You can help customers 24/7 by providing a self-service knowledge base that offers answers to their most pressing questions
- Customer support reps can help customers more quickly by referring to relevant knowledge base articles, and they can send excerpts or entire articles for customers to refer to
Help desk software
Many help desk software come with an add-on knowledge base also known as integrated knowledge base software. These include:
- Zendesk’s Guide
- Intercom’s Articles
- Help Scout’s Knowledge Base
- Groove’s Knowledge Base
- Freshdesk’s Knowledge Base
Companies are increasingly turning onto the idea of how important providing a knowledge base is, for both customers and staff. But they don’t know whether to opt for the integrated knowledge base that comes with their help desk system or to turn to standalone knowledge base software. They may not even know that standalone knowledge base software even exists.
Integrated knowledge base software – or add-on knowledge base software – is limited by being a side dish to the main product. They typically are developed because vendors know that their customers are looking for a knowledge base software that integrates with their help desk, and it’s intended for use alongside the ticketing system.
Or, you might already be happy with your help desk solution but it doesn’t provide a knowledge base. In which case, you don’t want to invest in another help desk just to access the knowledge base.
Also, it may be that you want to create an internal knowledge base for your employees – in which case, you have little need for your knowledge base to integrate with a help desk. You might want to upgrade from Google Docs to a knowledge base system, which means you won’t benefit from paying excessively high prices for a new help desk system. All you want is a standalone knowledge base for your team.
A standalone knowledge base solution has its own product roadmap and dedicated customer support team. Whenever you have problems relating to the knowledge base, you can contact customer support for easy answers to your issues.
Did you know that Document360 integrates seamlessly with your help desk software? So far we offer integrations with Freshdesk and Zendesk.
Freshdesk is a well-known SaaS help desk solution used widely by a number of businesses. Though you can deliver outstanding customer support either in the form of ticketing system or in-app/chat messaging, the self-service knowledge base is more of an add-on feature.
To make up for this deficiency, you can turn to your Document360 knowledge base which can be integrated with Freshdesk as an extension. Support agents can easily carry out customer conversations through tickets and make use of support articles from your knowledge base without having to jump between different tabs on your browser.
Also, your customer support agents can create articles for your Document360 knowledge base directly in the Freshdesk interface. If you find a missing article then you can quickly bring your knowledge base up-to-date without ever leaving Freshdesk.
Zendesk is a help desk software that enables companies to effectively manage their customer questions, complaints, or any other type of support requests. Zendesk’s internal knowledge base is limited by being an additional part of a larger flagship product rather than a standalone platform.
What you need is a core knowledge base platform that offers everything you would look for from a help authoring tool and much more.
By integrating Document360 into your Zendesk platform, your support agents can deliver great customer service by searching for and sharing knowledge base articles without having to switch between different tabs in the browser. Also, just like in Freshdesk, customer support agents can create articles for their Document360 knowledge base without ever having to leave the Zendesk interface.
Leverage the potential of your Support agents
A well-equipped customer support agent is much more efficient and effective in handling customer queries. Now with this amazing integration, you can equip your support agents with the best knowledge resource without leaving the Zendesk platform.
You can search through the knowledge base, share article links or content, and create article drafts right from Freshdesk and Zendesk
Support agents want to look for information quickly to serve customers promptly. So when an agent enters an inquiry into a search bar, that word or phrase is sent to a server that searches the knowledge base for exact or related matches.
Create and Publish Articles
Frequently asked questions from customers and other support articles can be created under different categories and nested sub-categories. You can also optimize the content with relevant keywords and add links to related articles.
Share articles and links
Customer support tickets need to be addressed promptly and precisely. To handle this you well need to share relevant article links to customer inquiry. With this integration you can share the links directly without leaving your favourite helpdesk platform.
The best of both worlds
Customers can use Document360 to integrate with their existing help desk systems and have the best of both worlds when it comes to knowledge base software. They are not restricted to using the in-built knowledge base software that comes with these help desk solutions and they can take advantage of all the features that come with Document360.
If you need convincing, think of how Document360 comes with a fully-fledged Markdown editor that enables your users to create documentation in the language that is most familiar to them. You can create a knowledge base using the colors and fonts that are best suited to your company and organize the content into as many categories as you like.
Document360 offers many different settings relating to individual articles. You can hide the table of contents at an individual article level. You can also mark an article as deprecated if you feel it is no longer relevant to your operations. This is part of the overall article status indicator that is available from Document360 if you want to mark an article as new, published, needs review, draft or hidden.
You don’t have to opt for add-on knowledge base software alongside your help desk solution. You have the option to take advantage of standalone knowledge base software like Document360, which even integrates with popular help desk solutions so you can have the best of both worlds.
Document360 is a fully-fledged knowledge base software that enables you to provide a self-service solution to your customers or employees. It doesn’t require any workarounds for it to do the job properly. Consider investing in Document360 today in order to provide the best self-service support to your users.