Help centre / knowledge base
On this pageWhat it is
What it is
A knowledge base is a collection of articles that answer common questions, such as how to reset a password or how to start a trial. It is organised into categories, is searchable and can sit on its own page or inside the chat widget. Tools such as Document360, Zendesk, Intercom, Help Scout and Freshdesk include one, and it often feeds the AI answers of the same tool.
Why it matters
Every question answered by an article is one fewer ticket for your team, and customers often prefer finding an answer themselves. It also gives support staff a single reference to link in replies. It matters when the same questions arrive repeatedly. If you handle only a few enquiries a week, a knowledge base may not repay the effort. It needs maintenance, since outdated articles cause more confusion than none.
What to check
- Does the editor suit non-technical writers, with images, video and formatting.
- Can you see which searches return no results, so you know what to write next.
- Is there version history and an approval step before publishing.
- Can articles be shown inside the chat widget or the product.
Tools with Help centre / knowledge base
Manage customer support tickets across email, chat and social channels with knowledge base tools.
Customer service platform that combines helpdesk ticketing, omnichannel support and AI-powered knowledge base capabilities.
Centralises customer support across email, chat, social and SMS for ecommerce stores with order-data integration.
Supports customers across email, chat and phone with a unified inbox and an AI resolution agent.
Powers knowledge bases and help centres with AI search, chatbots and an AI writing agent.
Also in other categories
Tools filed under other categories that have Help centre / knowledge base.