Most customers define good customer service interaction as getting their issue resolved without being redirected. Customers do want speed. But it is also important to make sure you don’t throw them around or direct them to different locations to find answers.
Cost is an important factor in choosing software. That said, a knowledge base can keep all interactions in one place. You only have to use one piece of software, limiting the money you spend on other integrations. And there are many free options available!
Well, it’s free. Not having to pay for it not only makes it convenient for you but also allows you to test the waters. If you’re not ready to commit, you can try out the software to see how it works for you. Because it’s free, no harm no foul. The convenience of free software outweighs any lack of features. This will help your business stay on track with customer service.
The goal of a knowledge base is to meet your customers’ expectations. You want to meet them where they are and help them quickly and according to their needs. Convenience is important. The customer’s primary concern is whether they can get the answers they need in a timely manner.
There is a big thing that holds companies back from meeting these expectations. Many are not willing to spend the money or don’t have enough for it. But with free software, there’s nothing holding you back. A knowledge base can do many things with all the features it encompasses, and it’s all in one place. It can get rid of other services you may be paying for.
Free solutions can make a big difference for start-up companies that are looking to test out the software. Before committing to something, any company can dip their toes in. The software below has the necessary features and capabilities. There are also many options for upgrades to grow alongside your company.
ChipBot is a knowledge base software in the form of a help bot. The bot operates on every page of your website for maximum support. It collects questions, reuses your past answers, and provides an array of extra self-service help features.
The bot–as its own knowledge base–is completely interactive and self-service for users. It is automatic, so it is ready to go at all times and contains all the support your customers need. If you upgrade to the paid plan, ChipBot even has actionable data. It can improve itself as it interacts with your customers.
The best parts:
Installing ChipBot is a breeze. If you need it, they will help you over online screen share or in-person, for free. When you’re ready to upgrade, the paid plan is only $10 per month.
Document360 is a SaaS knowledge base creation portal. It lets you create a self-service portal for both internal users and customers. It is a knowledge management system developed to make knowledge base creation easier. The software integrates with chat apps and allows users to leave feedback on articles. That way, you know whether your articles are helping or not.
The best parts:
The problem with this free option is that it only comes in the form of a 14-day free trial. If you want to upgrade, plans start at $49 per month for a 2-team account with 5GB of storage. Document 360 has a very wide range of prices. The top tier gives you a 30-team account with 300GB storage for $499 per month.
Freshdesk is a help desk software with self-service abilities. This customer support solution comes with ticketing management, collaboration, agent productivity tools, and other automation. Freshdesk tracks article feedback, views, likes, and dislikes. You can measure and improve your customer self-service knowledge base.
There are many options to help guide customers to find help faster. One example could be showing solution articles on your website. With Freshdesk, you can streamline all your customer conversations in one place. You can then automate repetitive tasks to save time.
The best parts:
Unlimited users are allowed on the free plan and there is no limit to the number or type of knowledge bases. To upgrade, cost depends on additional features. Upgrades range from $19 to $125 per month, or $15 to $109 if billed annually.
Bitrix24 is a business management software for internal knowledge management. You can use its software for collaboration, sales, and management. Its knowledge base tools are geared toward internal knowledge management. This includes many software tools that will meet your business needs. The workgroups come with a wiki that can be used as a knowledge base for specific projects or subjects. The range of options make it a great choice for small teams in need of a single solution.
The best parts:
You can have up to 12 users and 5GB of data on the free plan, making it one of the least restrictive plans. If you want to upgrade, however, pricing starts at $69 per month.
Most free knowledge bases have at least some helpful features. But you want to look for these specific features that will support your customers. Because you are choosing a free option, you may not get as many features. Make sure that the free option at least has these 3 features:
A knowledge base is meant to give support to your customers so you don’t have to. Adding tutorials, FAQs, videos, and other assets in one central location is key.
With self-service comes automation. Automating the features live support would typically offer will save you time. And it won’t prevent prospects from getting the info they need. Automation tech tools and solutions help you free up space to grow and connect with your users. It also allows your users to help themselves without redirection.
You should be able to easily integrate your knowledge base with your website. That way your customers can find all the help they need in one location. Organization is an important part of any plugin. Keeping your customers in one place will make it easier for them to find answers. It will also help you have a well-designed site.
The knowledge base should also be able to integrate with any other software that you may already have on your website. That way the software systems aren’t competing with each other. Most free knowledge base software also integrates with Zapier, which is free as well.
You want to make sure you have enough space in a free option. It does not help when you are limited to how much content you can share with your customers. Having a lot of content is important. Your customers can be informed and find what they need. But you have to make sure that the content is organized, so it is not overloaded.
Sometimes even free options come at a cost. Most of the time, this cost is limited functionality. Customer service usually comes at a big cost to the company. Using free software, however, can help build your customer base without overspending.
Another way to utilize the free software is to get user feedback. Don’t guess what your users want, get feedback from them to solidify your choices.
The examples above give a range of free options so you can try to find the best solution. The features are a must-have. If they are intriguing to you, then you should definitely look into it. Free software is the best way to test software before committing.
Need customer support without breaking the bank? Try ChipBot’s free option today!