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.
Help your customers help themselves with 24/7 access to your knowledgebase articles.
Reduce the number of tickets you receive with knowledgebase software that intelligently suggests relevant articles.
Easily translate your knowledgebase content to meet the language requirements of customers.
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.
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
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.
Build an effective knowledgebase platform
Analyze how helpful your support content is and understand what customers are looking for to improve your knowledgebase content.
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.
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
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.
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.
Support multiple brands from one interface. Control workflows, branding and content across your brands.
Create unique branded content for products and services based on specific geographic regions.
Set up individual Help Centers for different departments with unique content, permissions and support.
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.
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.
Deploy an On-Premise knowledgebase software from your server infrastructure.
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 choose between deploying your knowledgebase on Cloud or On-Premise, you can easily switch later.
More than just knowledgebase software
Deskpro comes complete with a whole range of powerful helpdesk features.
Manage all of your calls without leaving the helpdesk. Call center software features built into your tickets.
Deskpro features free native apps for iOS and Android, you can resolve issues on the go.
Provide more content options for your end-users, with guides, community, and feedback.
Utilize the omnichannel helpdesk with live chat as well as ticketing. Fully integrated into the platform.
It’s easy to add our integrations and apps to your Deskpro account. Choose from native apps, API, or Zapier integration.
With Deskpro, powerful features are available across all tiers of our plans - so you never miss out.
Deskpro operates using bank-level security practices, and relies on leading third-party threat protection.
Provide your international customers with support using Deskpro’s built-in Microsoft Translator
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 inDavid 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