Likewise, Knowledge Base Business Strength is a number that was derived from certain business-related qualities of each company, and our own (subjective) scoring of the importance of those qualities. You’ll definitely want to take our survey to layer in your own feature importance scoring before deciding on a solution.
Knowledge Base Feature Strength is a number that was calculated by looking at how many features each knowledge base tool had, and the relative, subjective importance of each feature. We put together a scatter plot that ranks each knowledge base platform based on two dimensions: Knowledge Base Feature Strength and Knowledge Base Business Strength. They collected over 800 data points, and more than 3000 feature points. Our analysts have done comprehensive research on 59 knowledge base tools. If you are trying to build or rebuild an online customer-facing support platform for your company and need help navigating through all these options, feel free to leave a comment below. We focus almost exclusively on publicly verifiable facts in our research. Note: If we mark a specific solution as not having a particular feature, that only means we did not see that feature advertised in their public marketing content. But we highly suggest you participate in our custom knowledge base platforms survey so you can layer in your own importance prioritization for each feature: This top ten list is continually updated as we get more feedback. We’ve ranked the top ten tools in our research according to their responses. We reached out to a cohort of industry experts to get some initial feedback on what features are most important in knowledge base platforms. Our purpose in creating and maintaining this list is to help anyone responsible for deploying a support system to quickly and painlessly identify which platforms and tools are the very best fit to meet their particular support experience design goals within their budgetary constraints. We typically did not include knowledge base solutions that are dependent such as Word-Press KB Plugins. These help center platforms are primarily free-standing, independent solutions. Any website creation tool could also be used for eventually building a help center, but since they aren’t a special purpose, we won’t be listing any Static Site Generators (SSG). The end results must be for end users in order to be included in our list. We won’t be listing platforms that merely enable team collaboration on writing projects.
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