Imagine this: Three hundred people are asking the same question on your company’s website, but every agent that answers them gives a different response.
This inconsistency damages your customer service’s reputation and also confuses your clients.
An FAQ tool serves as a single point of contact for information, providing consumers with quick access to directions and answers on a range of subjects concerning goods, services, regulations, and more.
The adoption of good FAQ software is necessary to address issues and guarantee perfect customer support.
Let’s discuss FAQ tools in more detail, including their importance, features, top choices in the market, and more.
What is FAQ software?
FAQ software is a specialized tool designed to help businesses create, organize, manage, and publish answers to commonly asked questions.
According to research by Tidio, self-service has been acknowledged by 91% of businesses as a key area for investment.
By embracing the best FAQ software, businesses empower users to find answers to recurring inquiries independently.
This facilitates prompt resolution and lowers the number of support tickets.
FAQ software ensures that all questions receive a response and maintain consistency, especially common ones.
The best FAQ software for business (2024)
According to Higher Logic’s research, 79% of respondents expect companies to provide self-service support options, allowing customers to find solutions independently without needing to reach out for support.
Here is a list of the best FAQ software with details of features and pricing to help you choose what fits your organization best.
1. BoldDesk
The BoldDesk FAQ software is designed to provide clients with timely and relevant answers to their commonly asked questions, thereby ensuring a smooth support experience.
This tool has made it easy for businesses to create and edit FAQ articles, categorize them for easy navigation, and integrate them seamlessly into a website or application.
Starting with the generative AI-powered Copilot support, creating the best FAQ solutions has been made simple.
BoldDesk boasts powerful tools such as article summarization, AI-powered translation, an AI writing assistant, and SEO attributes.
With BoldDesk’s multilingual knowledge base support, companies can produce FAQ material in several languages to appeal to a wide range of consumers.
BoldDesk has an omnichannel support feature which allows agents to handle customer conversations across multiple communication channels in a single unified inbox for a seamless experience.
Also, agents can now provide real time responses to customer conversations across channels such as a live chat widget, Facebook and WhatsApp through the live chat feature.
Together with the mobile responsive platform, these two features improve the overall customer experience and make a site more accessible to customers from all countries.
Powerful article editor tools, such as auto-save, multiple versioning, and instant preview, make it easy to create and edit FAQ articles.
Tools such as instant search and article auto-suggestion allow end-users to easily get the information they are looking for without any strain, making their experience smoother.
The platform also offers branding and customization options to match the FAQ section with the branding and design of the business, including search functionality, allowing customers to quickly find what they need.
This provides analytics and reporting tools to track the performance of the FAQ solutions, identify common issues, and optimize content accordingly.
BoldDesk prioritizes security by offering single sign-on (SSO) functionality, integrating with platforms such as Office 365, OAuth 2.0, and OpenID.
It also features IP restrictions and permission settings for controlling access, and it ensures compliance with AICPA SOC and GDPR standards.
Ready to grant your clients instant access to the information they need with BoldDesk FAQ software?
Explore our options now with a live demo or free trial. Plus, our dedicated customer support team is here to offer assistance and guidance whenever you need it.
Features
- AI Copilot
- Omnichannel support
- Powerful article editor
- Article auto-suggestions
- Branding and customization
- Mobile responsive platforms
- Live chat software
- Article performance reporting and analytics
- Templates
- Instant smart search
- No-code functionality
- Versioning and version history
- File management and recovery
- SEO-friendly
- Security and permissions
Pricing
| Agent-Based plans | Team-based plans | Unlimited Agents plans |
| There are options for teams with 10, 25, 50, or 100 agents.
|
|
Free trial: 15 days
2. Wix Answers
Wix Answers is an FAQ software tool that allows businesses to create and manage a knowledge base, including FAQs, guides, tutorials, and more.
Businesses can use this tool to organize and present information in a way that makes it easier for customers to locate answers on their own.
Features
- Category management
- Multilingual support
- Customizable with CSS and JavaScript
- Rich content editor
Pricing
- Business VIP: $59 per month
- Business Unlimited: $32 per month
- Business Basic: $27 per month
Free trial: 14 days
3. Stonly
Stonly is an FAQ software tool that gives users guides within the FAQ, making answers easy to understand.
This platform enables users to structure their content in a format that incorporates text, images, videos, and other multimedia elements.
Features
- Customizable widget
- Reporting and analytics
- No-code functionality
- Multilingual support
- Compatibility with different devices
Pricing
- Small Business: $249 per month (up to 5 team members)
- Enterprise: Contact Stonly
Free trial: 14 days
4. KnowledgeOwl
KnowledgeOwl is designed to simplify the process of creating and maintaining an effective FAQ section, helping businesses improve customer support and satisfaction.
The platform also provides analytics to track the performance of FAQ articles and gather insights into customer behavior.
Features
- Rich text editor
- Configurable workflow
- Customizable branding
- File management and recovery
- Full-text search
Pricing
- Flex: $79 per author/month
- Business: $299 per author/month
- Enterprise: $999 per author/month
Free trial: 30 days
5. Helpjuice
Helpjuice allows businesses to produce FAQ articles, employee manuals, and guidelines with ease.
Helpjuice offers analytics features that enable businesses to track user engagement and identify areas for improvement in their support documentation.
Features
- Multilingual support
- Full-text editor
- Branding customization
- Content analytics
Pricing
- Starter: $120 up to 4 users/month
- Run-Up: $200 up to 16 users/month
- Premium limited: $289 up to 60 users/month
- Unlimited: $659 unlimited users/month
Free trial: 14 days
6. Document360
Document360 is designed to allow businesses to create, manage, and present commonly asked questions with its FAQ software package.
Additionally, these FAQs serve as valuable resources for customers, enabling users to find answers quickly without contacting a representative.
Features
- Multilingual support
- Text editor
- Mobile responsive platform
- Smart search
- Feedback and analytics
Pricing
- Free: Lifetime access with limited features
- Standard: $149 per project/month
- Professional: $299 per project/month
- Business: $399 per project/month
- Enterprise: $599 per project/month
Free trial: 14 days
7. Groove
Groove provides capabilities that are useful for FAQ-related work in larger customer support organizations.
This FAQ tool reduces support volume by empowering users to find answers independently.
Features
- Customization and branding
- Reporting and analytics
- Text editor
Pricing
- Standard: $16 per user/month
- Plus: $36 per user/month
- Pro: $56 per user/month
Free trial: 30 days
8. Slab
Slab provides a strong knowledge management system for businesses. It simplifies organization and management by centralizing FAQs and other documentation in one location.
Features
- Versioning and version history
- Knowledge sharing
- Page analytics
- In-content feedback
Pricing
- Free: Up to 10 users
- Startup: $6.67 per user/month
- Business: $12.50 per user/month
- Enterprise: Custom for at least 100 users
Free trial: 30 days
9. SupportBee
SupportBee is an FAQ software tool that allows businesses to create, arrange, and personalize FAQ materials in a centralized knowledge base, and provide quick access to useful resources.
The platform empowers businesses to deliver efficient and effective support, saving time and resources.
Features
- Full-text search
- Rich text editor
- Workflow configuration
Pricing
- Startup: $13 per user/month
- Enterprise: $17 per user/month
Free trial: 14 days
10. ProProfs knowledge base
ProProfs knowledge base is a software tool designed to allow users to create, organize, and update FAQs on their website or customer support portal.
The platform improves user satisfaction by providing quick access to relevant information
Features
- Templates
- Customization and branding
- Reports and analytics
- Security and permissions
Pricing
- Free plan
- Business plan: $9.99 per 100 quiz takers/month
Comparison of the best FAQ software
Let us look into our carefully designed comparison table featuring top FAQ tools, all ready and able to precisely and effectively handle your unique needs.
| FAQ software | Starting price | Free trial | Key features |
| BoldDesk | $12 per agent per month | 15 days |
|
| Wix Answers | $59 per month | 14 days |
|
| Stonly | $249 per month (up to 5 team members) | 14 days |
|
| KnowledgeOwl | $79 per author/month | 30 days |
|
| Helpjuice | $120 up to 4 users/month | 14 days |
|
| Document360 | Free: Lifetime access with limited features | 14 days |
|
| Groove | $16 per user/month | 30 days |
|
| Slab | Free: Up to 10 users | 30 days |
|
| $13 per user/month | 14 days |
| |
| ProProfs | $49/author/month |
|
Key features to consider for FAQ software
For your brand self-service support to stand out, you need the help of the right FAQ solution. Below are features to consider.
Multilingual support
Select FAQ software that supports various languages if your audience is multicultural or global.
By doing this, you can improve accessibility and user experience by giving information in the language that your users prefer.
Customization and branding
Look for software that allows you to customize the appearance and layout of your FAQ page to match your brand’s identity and website design.
Customization options may include themes, colors, fonts, and layout flexibility.
Mobile responsiveness
Make sure the FAQ software is responsive to different screen sizes and devices, as well as being mobile-friendly.
Regardless of the device, responsive design guarantees a consistent experience.
Multimedia support
The value of your FAQs can be increased by including support for multimedia content, such as pictures, videos, or downloaded files, which can offer additional resources and visual aids to help explain difficult concepts.
Reporting and analytics
Gaining access to report and analytics tools lets you learn about popular search terms, FAQ performance, and user activity.
You can use this data to better understand trends, enhance user experience, and optimize content.
Content/text editor
Administrators may quickly generate, modify, and format frequently asked questions with this tool.
Users can input text, upload media (such as photographs or videos), set text styles (such as bold or italic), and efficiently organize material.
Security and privacy
To safeguard private information and user data, make sure the FAQ software complies with industry-standard security procedures.
Look for features like access controls, encryption, and adherence to relevant laws (like the GDPR).
Importance of FAQ software for customer support
FAQ software is important for assisting customers since it gives users the ability to self-serve and solve problems by finding answers to their queries.
To keep your clients interested in your product, you must offer them outstanding service with as little human involvement as possible.
Let us discuss the reasons why FAQ software is important for customer service.
Reduces tickets volume
FAQ software provides quick and easy access to information and support so customers can find answers to their questions instantly without having to wait for a response from a support agent.
The FAQ tool also empowers customers to solve their problems and troubleshoot issues independently, reducing frustration and improving overall customer experience and satisfaction.
Saves on cost and time
By giving users quick access to answers to often-asked questions, FAQ software facilitates customer service by lowering the need for human assistance.
This reduces the workload for support employees, saving labor expenses and reducing the need for hiring more staff to handle the volume of tickets.
Furthermore, a strong FAQ system saves onboarding money by reducing the amount of training new support agents must provide to address common issues.
Consistency and accuracy in information
When customers know they can rely on the information provided in the FAQ section, they are more likely to trust the brand and its products or services.
FAQ software reduces confusion and misunderstanding by ensuring that information is consistent and accurate across all channels and is up-to-date, minimizing the risk of negative customer perception of the brand.
FAQ Software best practices
For FAQ software to fulfill its intended function of giving users clear, accessible, and helpful information, it must be designed efficiently by sticking to a set of best practices.
Understand your audience’s common concerns
By understanding your target audience’s traits, preferences, and difficulties, you can create FAQ material that will successfully give your customers answers.
This practice not only saves time for both customers and support teams, it also enhances the overall customer experience by empowering users to find information quickly and easily.
Organize your FAQ answers effectively
As your business grows and evolves, your FAQ section may need to accommodate new products, services, or policies.
Proper organization ensures that users can easily locate relevant information and incorporate new information seamlessly without getting lost or overwhelmed by irrelevant content.
This improves finding answers and reduces frustration, increasing customer satisfaction.
Keep the FAQ answers clear and concise
Giving customers clear replies guarantees that they can quickly get the answers they require without having to read through long or complicated explanations.
Users can better retain and recall clear, accurate FAQ solutions, reducing the number of follow-up questions.
The precision and clarity of FAQ answers improves a company’s reputation and provides a satisfying, focused customer experience by projecting reliability and competence.
Regularly update your FAQ answers
Customer needs, preferences, and common inquiries may change over time, or brands might have changes in their products, services, pricing, or policies.
Updating your FAQs promptly helps effectively communicate these changes to your customers and ensures that the content remains relevant and addresses the most pressing questions and concerns of your customers.
Additionally, updated FAQs contribute to increased customer satisfaction by providing timely and relevant information that helps users navigate the brand’s offerings.
Improve your search engine optimization
You can ensure that your FAQ tool attracts organic traffic by conducting keyword research to identify relevant search terms and phrases that users might use when looking for information related to your products or services.
Incorporate these keywords naturally into your FAQ content and ensure that your FAQ content is high-quality, informative, and relevant to your target audience.
How to create the best FAQ page
There are several steps to consider when creating an FAQ database. The following is a general guide on how to write FAQ solutions.
- Do the necessary research and gather the most common questions from your clients.
- Write and assign each issue to a subject matter expert (SME) who will provide a clear, concise response.
- Design your FAQ so the style, voice, and tone of your page are consistent with the rest of your website by customizing it to fit your brand.
- Organize your FAQ page so that users can easily navigate and locate the information they need quickly.
- Publish your FAQ database online and make it visible to visitors.
- Maintain your FAQ section consistently by making updates, revisions, and enhancements over time to stay up to date with changing client demands and questions.
Choosing the right FAQ software for your business
With so many FAQ tools in the market at your disposal that offer awesome pricing or packages and more, choosing the right FAQ solution can be very challenging.
The question remains: How do I know this is the right platform for my brand? Below are some tips you can use to find the best solution for your brand.
- Evaluate FAQ software that offers features, including content management, search capabilities, customization options, integration options, analytics, and automation.
- Consider the support and documentation offered by the vendor, including customer support channels, online resources, documentation, tutorials, and community forums.
- Ensure the FAQ software is capable of accommodating evolving needs and technology.
- Check the FAQ software costs, including upfront fees, subscription plans, tiers, customization, integrations, and support services that align with your budget.
- Research user reviews, testimonials, and recommendations from other businesses to gauge the quality and reputation of the FAQ software to make an informed decision.
Frequently asked questions
The following are examples of commonly asked questions you are likely to encounter:
How are FAQs created?
Answer: To build FAQs, users must first identify frequent questions and concerns they may have regarding specific topics, goods, or services.
After that, a list of these inquiries is created, and each one is given a clear, understandable response.
FAQs can be created using input from users, support ticket analysis or predictions about what users will require.
Are FAQs the same as a knowledge base?
Answer: Although their functions in supplying users with information are similar, knowledge bases and FAQs are not the same.
FAQs are primarily focused on providing clear, direct answers to commonly asked questions, whereas knowledge bases are deeper data storage facilities that may also include articles, tutorials, guides, and other resources.
Nevertheless, certain systems or software for FAQs may combine knowledge base and FAQ features.
How can I search within an FAQ?
Answer: Users can search for relevant questions and answers by entering keywords or phrases into the search tool found on many FAQ pages.
The FAQ program allows users to type their inquiries into the search bar and receive relevant responses based on the terms they entered.
Unlock customer support efficiency with FAQ software
Using FAQ software to its full potential means more than just answering questions; it means building lasting relationships and setting the path for unmatched success in the customer service industry.
In the long term, this proactive approach helps firms save money by helping them effectively adapt to the shifting needs of their customers.
We hope you found that this post has offered you viable options for the best FAQ solution for your company.
Feel free to share your thoughts and insights in the comment section below.
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