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Knowledgebase Software

Knowledgebase software for self-service support

Provide customers with 24/7 access to answers on your online knowledgebase and reduce customer support tickets.

Create an article once that solves an issue for hundreds of customers in the future.

Knowlegebase software

What is Knowledgebase Software?

A knowledgebase is a tool for creating and managing support content. Often referred to as Help Center Software, a knowledgebase provides organizations with a 24/7 support solution for customers to self-serve information.

Some key features of a knowledgebase include resources for creating FAQ sections, a searchable platform that reduces customer inquiries through ticket deflection, and a way to analyze or monitor the use of support articles.

Give customers the knowledge software they deserve

Improve the quality of your support content with knowledgebase software features that provide customers with more than just a support service.

Ticket Deflection

Create a knowledgebase platform that never stops working for you

Create a hub of support articles where your customers can find answers themselves instead of opening a ticket with your support team.

Your existing knowledgebase articles will deflect tickets, empowering your customers and freeing up your support team to handle the issues that require human intervention.


1Customer goes to submit a support ticket

If someone can't find an answer or tries to contact you first, they'll start by submitting a ticket to your helpdesk.

2Helpful articles related to their query are suggested

As a customer is typing, your knowledgebase software will automatically suggest articles that might solve the problem.

3Customer opens a relevant article

If a suggested knowledgebase article looks like it might solve a customer’s problem, they can go directly to that content and find out.

4Success!

Your customer has solved their problem, and your knowledgebase software has intelligently deflected a ticket.

The top-level goal for our knowledgebase software is to steer the customer to some level of self-help. For our business to scale, we need customers to access online-based resources that allow them to answer their own questions.
John IssaDirector of Operations

find answers

Help customers find the right answers

Users can search the customer-facing knowledgebase to find specific articles quickly. 

An organized knowledge management system lets users solve their problems, which reduces the number of tickets submitted to your helpdesk.

metrics

Build an effective knowledgebase platform

Analyze how helpful your support content is and understand what customers are looking for to improve your knowledgebase content.

text editor

Collaborate for easy editing and knowledge management

Creating new knowledgebase articles and keeping old ones up-to-date is easy with the fully featured publishing interface. Author content using rich and easy-to-use publishing tools with HTML.

subscriptions

Ensure your customers never miss an update

Subscriptions allow customers to be notified via email of any new articles, changes and updates to the knowledgebase.

Individual articles, categories and the whole knowledgebase can be subscribed to.

We’re always referring people to our Knowledgebase that contains over 500 articles. Customers love it that they can help themselves at any time, day or night and our agents love it because it reduces the number of tickets we receive.
Mike WrayPresident, Mariner Software

content translation

Delight customers of any language with friendly localized content at scale

Speak the language of your customers and build stronger relationships across the world by publishing articles in different languages.

Multi-brand

Scale your self-service support with Multi-branded knowledgebases

Provide support to multiple independent brands, products, services, or audiences with unique knowledgebases you can manage from one software.

Discover more on Multi-Brand

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control who sees what

The right content for the right audience

With Deskpro you can make content available for internal and external use on the same knowledgebase.

Usergroup Permissions

Specify permissions to limit what content customers can view.

Permissions may also be set up for internal knowledge management such as employee training, answering HR questions, or storing important documents on the same self-service support site as customer FAQs.

Cloud or On-Premise

Your hosted or self-hosted knowledgebase

One of the benefits of Deskpro's knowledgebase software is that you can choose between Cloud or On-Premise deployment.

The same great product with two deployment methods. Deskpro offers you complete flexibility and control over your support solution.

On-Premise

Deploy an On-Premise knowledgebase software from your server infrastructure.

Cloud

Run your knowledgebase software from a secure AWS data center of your choice.

Migration Made Easy

Cloud hosting on industry-leading AWS data centers in the US, EU, or the UK.

Can't Decide?

Can't choose between deploying your knowledgebase on Cloud or On-Premise, you can easily switch later.

50% of inquiries were questions people could answer themselves, making the implementation of a knowledgebase priceless.
David BrooksManaging Director
We leverage the knowledgebase pretty heavily, we have some integrations that pull from it and put it onto our more central portal where everyone logs in
David RacoSystems Administrator
We have a knowledgebase and guides from the client side so we can refer them to articles in there which helps standardize our procedures, it’s a really useful feature, I call it the lifesaver.
David NeelmanDirector, Project & Client Services
The documentation in Deskpro's knowledgebase was really good for the onboarding process.
Neil DavisProcurement Support Manager

Try Deskpro for your organization