Every successful SaaS product is built on a solid foundation of knowledge, both within the organization and for its users.
Today, users expect instant access to the information they need and are less willing to wait for support.
A well-organized SaaS knowledge base allows customers to easily find answers, solve problems independently, and learn more about your product without needing to contact support.
In fact, the faster and more accurately they can find answers, the more likely they are to stay engaged with your business.
Let’s discuss the impacts, examples, and features of a SaaS knowledge base in enhancing customer service.
A knowledge base refers to a unified repository of information that helps users easily understand, use and navigate a product.
SaaS knowledge base is a cloud-based knowledge base and allows businesses to create, host and manage their self-service resources online.
Businesses using SaaS knowledge base software must pay some subscription fee to access the software and the web hosting services required to publish and maintain their knowledge base online.
A research by Grand view research shows that the global SaaS market should be expected to grow at a CAGR (compound annual growth rate) of 13.7%, between the year 2023-2030.
To begin with, for any SaaS business, a cloud-based knowledge base is necessary since it’s online and readily accessible 24/7.
As such, it guarantees that both users and internal teams always have essential documentation and support resources for self-service.
With an internal knowledge base SaaS, staff know where to look for any company-related information without needing to consult others.
It includes information such as company policies, standard operating procedures (SOPs), training guides and more.
For customers, a business needs an external SaaS knowledge base to serve as their self-service repository for information, helping them solve issues independently without needing direct support.
Users can find solutions through troubleshooting guides, FAQs, how-to-videos, and product updates or new features.
A SaaS knowledge base software is designed with easy-to-use features, allowing any team, no matter their technical background, to quickly create, manage, and share useful content for customers or coworkers.
Here are some of the features you should consider when choosing the appropriate SaaS knowledge base.
A SaaS knowledge base should have article versioning control to monitor changes in the content, revert to previous versions, and ensure consistent, accurate edits.
Collaborative features like comments, shared editing, and approval workflows allow team members to work together easily and maintain quality and consistency.
To assist in search engine optimization (SEO), it is essential to focus on platforms with enhanced internal search functionality to easily find information of your SaaS knowledge base.
An ideal self-service tool should have an AI-powered search bar that analyzes and summarizes articles. This will enable users to get solutions to their problems quickly and reduce time spent searching for solutions.
Content optimization helps businesses make their knowledge base articles visible on both external search engines and the platform.
Additionally, the keyword-based search feature lets users quickly find what they need using familiar terms. This means it makes the knowledge base easier to navigate without needing exact phrasing or topic knowledge.
According to National University, 77% of companies are either using or exploring the use of AI in their businesses, and 83% of companies claim that AI is a top priority in their business plans.
AI Copilot tools help suggest relevant articles to customers based on user behavior, identify knowledge gaps, keep track of content that may need updating, and generate content for creating articles faster.
An ideal knowledge base should include powerful editing tools, such as a WYSIWYG editor that lets users create and format content easily without knowledge of Markdown or HTML.
It should also offer a preview option of how the content will appear once published, auto-save capabilities, and more.
A SaaS knowledge base should be flexible with multiple customizations to maintain consistency in content across platforms.
These customizations can range from knowledge base page configurations like color, logo, and background changes.
Adjusting the Search Engine Optimization (SEO) settings can also improve the searchability and visibility of content.
Some information, such as access codes, internal company policies, financial information, or employee information, may be sensitive, but permission settings ensure secure, organized, and efficient content management.
Limiting access to sensitive information ensures that confidential data are available only to authorized users who can make changes to essential content.
Tools such as categories, filters, and content tags help organize the platform, allowing users to quickly access frequently needed or relevant information.
These features streamline navigation by enabling users to find exactly what they’re looking for with minimal effort and time.
SaaS knowledge base platforms typically feature web and in-app widgets, enabling users to instantly access the knowledge base from within a website or app.
These widgets, often in the form of a floating button or help icon, provide instant access to the knowledge base or search bar. As a result, they offer seamless support without users needing to leave the app or website.
Content analytics tools can track and monitor how users navigate through a knowledge base, which articles they use, and how long they spend on each page.
A SaaS knowledge base is an essential resource for customers and internal teams. Here are some SaaS knowledge base examples, effective features and pricing.
BoldDesk is a flexible and user-friendly customer support platform, featuring an intuitive knowledge base software that enables businesses to offer self-service solutions to their customers.
Key features
Pricing
Free trial: 15 days
You can schedule a live demo or try a 15-day free trial. If you have any questions, feel free to contact our support team.
Intercom provides a complete customer messaging platform with a knowledge base that allows businesses to automate support and deliver instant answers through self-service.
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LiveAgent is a multi-channel customer service platform that features a SaaS knowledge base tool.
It enables businesses to create a self-service platform where customers can easily find answers without needing to contact support agents.
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Zoho Desk offers a knowledge base SaaS feature to help businesses create and maintain a self-service portal for their customers.
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Document360 is a knowledge base tool designed to help organizations create, manage, and publish knowledge articles and documentation.
This knowledge base for SaaS is particularly suitable for companies that need a scalable, professional-looking self-help tool.
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Guru is a knowledge base platform that enables teams to create, share, and access internal knowledge.
While it’s focused on internal knowledge sharing, it also has capabilities for building external customer facing knowledge bases.
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KnowledgeOwl is a knowledge base software solution designed for internal teams and customer-facing knowledge sharing. It allows businesses to create organized and easily accessible documentation.
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Confluence by Atlassian is a collaborative knowledge base solution designed to help teams create, share, and collaborate on documents and knowledge resources.
It’s ideal for companies that need both internal documentation and external knowledge articles.
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Notion is an excellent choice for SaaS companies looking for a flexible platform to manage both internal and external knowledge sharing.
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HubSpot allows SaaS businesses to create articles and FAQs that help customers resolve issues independently, all while tracking performance and improving content based on customer feedback.
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Can a SaaS knowledge base be the key to unlocking success for both your users and your business?
Absolutely, a well-structured SaaS knowledge base empowers users to quickly access solutions, reducing support requests and the overall cost of customer service.
In addition, it enables businesses to uncover valuable customer insights, drives growth, and ensures your service evolves in line with market demands.
Do you want to provide the best customer experience through self-service resources? Consider BoldDesk as your SaaS knowledge base to help find customer solutions quickly and with minimal effort.
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Benefits of SaaS knowledge base
A knowledge base SaaS offers users immediate access to answers, tutorials, and troubleshooting guides, helping them resolve issues independently. Below are the impacts of SaaS knowledge base.
Increase agent productivity by 3x
Increase customer satisfaction level to 92%
Decrease response times by 30 minutes
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