Knowledgebase software to empower efficient support and self-service
Streamline information sharing and provide self-service options, improving customer satisfaction and reducing support team workload with Deskpro's knowledge base solution.
Give customers the answers before they ask
A knowledge base is your support team working around the clock without adding headcount. Customers find answers themselves, tickets go down, and agents spend time on the issues that actually need them.
Ticket deflection
Fewer tickets, without the effort
As a customer types their ticket, Deskpro suggests relevant articles automatically. Many find what they need and never submit.
Fewer tickets, without the effort
As a customer types their ticket, Deskpro suggests relevant articles automatically. Many find what they need and never submit.
A customer starts typing a support ticket
Deskpro surfaces articles matching their query in real time
They open a relevant article and find the answer
Ticket deflected — no agent time required
Easy to search, easy to find
Customers can search the full knowledge base to find specific articles quickly. A well-organized knowledge base means fewer repeat questions and less time spent on requests that could have been self-served.
Know what's working and what isn't
See how your support content is performing and use that to improve it.
Article views
Article views
Comments
Comments
Let users leave comments on articles to engage with your team.
Ratings
Ratings
Helpfulness scores let customers rate articles as useful or not; so you know what to fix.
Collaborate for easy editing and knowledge management
Create and update knowledge base articles with a full-featured publishing interface. Write in rich text or HTML — whichever suits your workflow. No specialist tools required.
Keep users in the loop
Customers can subscribe to individual articles, categories, or the whole knowledge base and receive email notifications when content is added or updated.
Support customers in their language
Publish articles in multiple languages and deliver localized support content at scale. Build stronger relationships with international customers without managing separate platforms.
One platform, multiple knowledge bases
Run separate knowledge bases for different brands, products, or departments. All managed from a single interface.
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Support multiple independent brands or product lines with distinct knowledge bases
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Create region-specific content with localised branding
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Set up separate help centres for IT, HR, Legal, or Operations; each with their own content, permissions, and look
The right content for the right audience
Control who sees what. Set permissions by user group to limit which content is visible to which customers. Use the same platform for both customer-facing FAQs and internal content like HR documents, employee training, or team resources.
Frequently asked questions
What is a knowledge base and how can it benefit my organization?
A knowledge base is a centralized platform that allows you to create, manage, and host support content, including articles, FAQs, and resources. Improve customer support with 24/7 self-service support, reducing the need for repetitive support tickets. This improves customer satisfaction, streamlines your customer support process, and empowers customers to find answers quickly and independently.
Can I customize and localize my knowledge base content?
Yes, Deskpro's knowledge base tool offers customization options to tailor your content to your brand and specific audience. You can create unique branded content, translate articles into multiple languages, and provide localized support to customers worldwide. This level of customization enhances customer experiences, fosters stronger relationships, and ensures that information is accessible and relevant to your diverse customer base.
How does knowledge base software help with ticket deflection?
Deskpro's knowledge base management software includes intelligent ticket deflection capabilities. When customers attempt to submit a support ticket, relevant articles related to their query are suggested, guiding them to self-service solutions. By proactively offering helpful content, you can deflect a significant portion of support tickets, reducing the workload on your support team and allowing them to focus on more complex issues. This improves efficiency, decreases response times, and empowers customers to find answers efficiently.