Not all contact service agents have the answer to everything that the customers are complaining about. Thankfully with contact center knowledge base software, agents can look up information that could help customers in resolving their issues. Here are some of the best call center software for knowledge base available right now.


20+ Contact Center Knowledge Base Software

1. Zendesk Support Suite

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Rating: 5/5

Price: $49/month

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2. Talkdesk

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Rating: 4.7/5

Price: Custom

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3. Guru

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Rating: 5/5

Price: FREE

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4. Document360

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Rating: 5/5

Price: $49/month

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5. Shelf

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Rating: 5/5

Price: Custom

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6. WixAnswers.com

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Rating: 5/5

Price: $24/month

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7. Bloomfire

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Rating: 5/5

Price: $25/month

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8. Livepro Knowledge Management

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Rating: 5/5

Price: FREE

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9. RightAnswers

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Rating: 4.8/5

Price: Custom

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10. ScreenSteps

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Rating: 5/5

Price: $2,500/year

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11. Lessonly Knowledge

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Rating: 5/5

Price: Custom

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12. ProcedureFlow

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Rating: 5/5

Price: $20/month

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13. Ameyo

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Rating: 5/5

Price: Custom

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14. Knowmax

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Rating: 5/5

Price: FREE

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15. MindTouch

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Rating: 5/5

Price: Custom

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16. SABIO

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Rating: 5/5

Price: Custom

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17. Panviva

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Rating: 5/5

Price: Custom

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18. Salesforce Knowledge

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Rating: 5/5

Price: Custom

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19. Genesys DX

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Rating: 5/5

Price: $75/month

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20. Boomtown

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Rating: 4.8/5

Price: Custom

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21. GoMoxie

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Rating: 5/5

Price: Custom

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What Is Contact Center Knowledge Base Software?

Contact center knowledge base software is a contact center software where agents can look up information that helps respond to the customers they are talking to. This call center knowledge management software guides customer service agents as they aim to resolve customer complaints and inquires effectively as much as possible.

Benefits

Contact center knowledge base software increases the productivity of their employees as it can empower them to help customers in resolving their issues with their product or service. The call center software also helps improve the quality of interactions between the customer service agents and customers, which in turn improves the relationship between customers and companies as agents represent the company’s culture in responding to customer feedback. The call center phone systems also equip employees with the information needed to respond to customer complaints and inquires which can increase the reliability of the company and assert customer confidence towards the company. The cloud call center software also helps inform new agents on the company culture, policies, and rules in place that they must know during the onboarding process.

Features

Contact center knowledge base software should provide help desk software tools that allow agents to immerse themselves in responding to customers during their customer service hours. The contact center software should have a database integrated containing all of the information related to the company such as product information, company policies troubleshooting information, and frequently asked questions. The software should also be equipped with communication software tools such as calls and chat which are done in real-time. The software should also provide editing tools to allow the company to make changes to their policies and troubleshooting solutions and update them accordingly.

  • Help desk set-up
  • Database containing information related to the company
  • Communication tools such as calls and chats
  • Editing tools

Top 10 Contact Center Knowledge Base Software

1. Livepro Knowledge Management

Livepro Knowledge Management provides customer experience knowledge management software that allows contact centers to know their customers better so they can serve them better and effectively. Livepro has 26 employees and earns annual revenue of $3.8 million.

2. Salesforce Knowledge

Salesforce Knowledge provides a highly intelligible knowledge base software for companies that helps customer support agents satisfy their customers with highly-accurate solutions. Salesforce has 56,000 employees and earned a revenue of $26 billion in 2021.

3. Zendesk Support Suite

Zendesk Support Suite’s customer service software lets companies use their software easily to help them scale their company operations which are done through simple yet effective responses to customers. Zendesk has 3,172 employees and earns annual revenue of $459.9 million.

4. RightAnswers

RightAnswers’s knowledge management software provides solutions for companies to better respond to their customers. RightAnswers is owned and developed by Upland, which the parent company has 896 employees and earns annual revenue of $260.2 million.

5. Ameyo

Ameyo helps companies serve their customers better with their customer experience software. Ameyo has 392 employees and earns a revenue of $82 million.

6. Shelf

Shelf’s knowledge management software provides automated tools powered by artificial intelligence software that provides smart answers. Shelf has 150 employees and earns annual revenue of $21.8 million.

7. GoMoxie

GoMoxie provides a modern customer engagement software that helps them lure in new customers and help their loyal customers. GoMoxie is owned and developed by Moxie Software, which the parent company has 148 employees and earns annual revenue of $21.5 million.

8. Knowmax

Knowmax’s omnichannel knowledge management software helps companies provide account information that helps them make well-informed decisions for their companies. Knowmax has 49 employees and earns a revenue of $9 million.

9. Document360

Document360 provides a knowledge base software that helps engineers create their self-service knowledge base. Document360 has around 25 employees and earns a revenue of around $5 million.

10. ScreenSteps

ScreenSteps’s knowledge base software helps reduce employee errors so they can provide customers with accurate information and solutions. ScreenSteps has around 25 employees and earns a revenue of around $5 million.

FAQs

What other software integrates well with contact center knowledge base software?

Contact center knowledge base software is often integrated with live chat software and help desk software as they both offer similar tools, features, and capabilities useful for contact center employees. By using all of the software together, contact centers can expect more efficient, streamlined workflow operations.

Is contact center knowledge base software the same as enterprise wiki software?

They can be but it depends on the company’s usage of the software. Enterprise wiki software is focused more on documenting the internal policies of the company as well as other matters related to the company that only internal staff such as employees should know about. Contact center knowledge basis software is more useful in responding to concerns and complaints by customers as it offers information related to the customer’s concerns.

How much does contact center knowledge base software cost?

Pricing for contact center knowledge base software is usually customized, with each software offering different subscription tiers that offer more features as the prices increase. Pricing for contact center knowledge base software varies depending on the features available and the intended target companies. Low-profile companies may benefit from contact center knowledge base software while large companies may benefit from high-cost software.

With contact center knowledge base software, contact center agents can simply look up for information to help them guide customers in troubleshooting their concerns and complaints effectively.


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