What to look for when choosing a knowledge base service
Posted: Tue Jan 21, 2025 5:43 am
To avoid you having to switch from one solution to another, we have written this review of services based on the tasks of different online businesses. Because this is the best way to choose any marketing solutions.
What companies need a knowledge base
For some companies, special tools for creating a knowledge base will be unnecessary. They could easily get by with simpler and cheaper solutions, such as a folder system in Google Docs or a Kanban board.
Other companies need to regularly update the knowledge base, open it to list of algeria cell phone number customers, and build a full-fledged onboarding process for new employees and users. For them, the tools of standard services will not be enough. They should take a closer look at support and marketing automation services with the maximum number of ready-made integrations.
When choosing a service, first of all, start from why you want to implement a knowledge base in the first place.
What criteria of services can be assessed:
Relevant for Russian software: the platform uses the Russian Data-center . So you will get a service that does not violate the law and protect yourself from fines;
Interface. The simpler and clearer the service visual, the faster the adaptation of employees will be;
Folder system and search. This parameter determines how convenient it will be for managers and users to find the answer to their question;
There are tools that teams need. For example, support and success will most likely need user retention tools. For example, you can select a segment of those who never completed the training and send them a reminder. Or registered in the service and did not use it, or did not test the new functionality;
Automation. This indicator will help to delegate answers to repetitive questions to an AI bot over time and reduce the support budget;
Integration with current services. This parameter will affect how long it will take to implement new software.
Services for creating a knowledge base
We compared several services where you can create a knowledge base.
Carrot quest
A platform for CRM marketing with the ability to build message chains for communicating with users. In Carrot quest, you can create a knowledge base. Articles from it can be used to close recurring questions from clients and free up operators' time for more complex tasks.
Knowledge base in Carrot quest
This is what the knowledge base looks like in the Carrot quest admin panel
Peculiarities:
What companies need a knowledge base
For some companies, special tools for creating a knowledge base will be unnecessary. They could easily get by with simpler and cheaper solutions, such as a folder system in Google Docs or a Kanban board.
Other companies need to regularly update the knowledge base, open it to list of algeria cell phone number customers, and build a full-fledged onboarding process for new employees and users. For them, the tools of standard services will not be enough. They should take a closer look at support and marketing automation services with the maximum number of ready-made integrations.
When choosing a service, first of all, start from why you want to implement a knowledge base in the first place.
What criteria of services can be assessed:
Relevant for Russian software: the platform uses the Russian Data-center . So you will get a service that does not violate the law and protect yourself from fines;
Interface. The simpler and clearer the service visual, the faster the adaptation of employees will be;
Folder system and search. This parameter determines how convenient it will be for managers and users to find the answer to their question;
There are tools that teams need. For example, support and success will most likely need user retention tools. For example, you can select a segment of those who never completed the training and send them a reminder. Or registered in the service and did not use it, or did not test the new functionality;
Automation. This indicator will help to delegate answers to repetitive questions to an AI bot over time and reduce the support budget;
Integration with current services. This parameter will affect how long it will take to implement new software.
Services for creating a knowledge base
We compared several services where you can create a knowledge base.
Carrot quest
A platform for CRM marketing with the ability to build message chains for communicating with users. In Carrot quest, you can create a knowledge base. Articles from it can be used to close recurring questions from clients and free up operators' time for more complex tasks.
Knowledge base in Carrot quest
This is what the knowledge base looks like in the Carrot quest admin panel
Peculiarities: