Introduction
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So, when 69 percent of users want to troubleshoot issues independently, the best product companies give them a self-service model to resolve problems on their own.
If you want to build a seamless user experience and become a go-to platform, you need intelligent and dynamic FAQ software to answer any queries effortlessly. We've listed the best FAQ tools to help you make the right choice for your product and get started today.
Best FAQ software of 2024 to empower and delight users
- Scribe
- Zendesk
- ProProfs
- SupportBee
- Zoho Desk
- HelpCrunch
- Document360
- Helpjuice
- Flowlu
- Knowmax
- Floik
- Stonly
- Freshdesk
- Groove
- Slab
What is FAQ software?
FAQ software is a customer support tool for SaaS teams to create and manage a user-facing knowledge base. You can use such a tool to create a repository of potential questions that users might have about your product and empower them to find relevant solutions on demand. It’s an essential part of ongoing customer education and product adoption.
With a good FAQ software, you create:
- Help pages
- Support articles
- Video tutorials
You can also monitor user behavior, track the success of your knowledge base and continually improve the customer experience with this tool. Other features, like automation and chatbots, deliver on-demand support and streamline ticket management.
How to choose a good FAQ tool: 6 crucial features to consider
Here are a few essential features to look for when choosing an FAQ software for your product:
Customization capabilities
Your FAQ software should allow you to customize the look and feel of your knowledge base to match your brand, including the ability to change fonts, colors and logos. This will allow you to reflect your brand personality in help guides and maintain consistency in messaging.
Relevant integrations
The FAQ software should integrate with other customer support software, such as live chat and ticketing systems. Apart from that, list all the software you’re using currently and see if it can be integrated with this tool. A new tool is a good fit for you only if you don’t have to change your entire software ecosystem to use it.
Mobile responsiveness
Eighty-two percent of customers use mobile apps for communicating with a company. That’s why it’s critical to make your help center mobile-friendly. An accessible and smooth user experience will encourage active use of it by your customers.
Reporting features
The software should provide reporting features that assist businesses in tracking content performance. Creating and maintaining an FAQ resource requires consistent effort from your team and they need data to measure it. Reporting features will extract data and create reports for them to take definitive action.
Automated workflows
You need automation to maximize your teams’ efficiency. You can quickly identify new questions or issues to answer in your help center. These workflows can also reduce confusion between different stakeholders and streamline support management.
Collaboration features
The tool should allow collaboration between different teams and team members. This will ensure that work never stops and teams frequently come together to come up with ideas to solve customer issues. If you have a remote team, this feature is non-negotiable for you.
Top 15 FAQ software of of 2024
Let’s break down our top 15 picks for FAQ software you can consider for building a stand-out help center.
1. Scribe
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G2 rating: 5/5
Capterra Rating: 5/5
Scribe Pricing: Free basic plan
Scribe Overview
Scribe is one of the best FAQ tools thanks to its ability to quickly and easily construct FAQ responses. You can use Scribe to document processes by auto-generating step-by-step procedures. It’s a major time saver—you'll never need to capture screenshots or write down instructions manually.
The software captures steps demonstrating how to use a product or troubleshoot an issue, converting your process into clear step-by-step instructions.
You can create different process-related FAQs, including:
- Installation/setup of a product.
- Subscription cancellation.
- Policy on refunds and returns.
On top of that, Scribe recently launched a new feature called Pages, which allows you to elevate your FAQ page by embedding links, videos and images.
Scribe comes with a free basic plan, where you can create, edit and share unlimited guides. Here’s a happy Scribe user sharing how convenient it is for them to create help guides for internal and external stakeholders:
“I love the ability to create content quickly. I can start recording in Chrome or on my desktop, perform the actions I need to capture, and press stop. I can easily go back and edit the steps, remove steps and add additional info. This makes it super easy to hand off a step-by-step action plan or how-to guide for users or internal support.”
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2. Zendesk
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G2 rating: 4.3 out of 5 stars
Capterra Rating: 4.4 out of 5 stars
Zendesk Pricing: 30-Day free trial available, Suite Team: $55/agent per month, Suite Growth: $89/agent per month, Suite Professional: $115/agent per month
Zendesk Overview
Zendesk is a complete customer service platform with a suite of tools. It also has great features for creating FAQ pages. With Zendesk, businesses can create a knowledge base and use it to provide answers to common questions.
It comes with a wide range of features that make it easy to create and manage FAQs, including a collection of templates, formatting tools, and robust customization settings.
By tracking the articles your customers visit and comment on, Zendesk helps you create FAQ pages that address their concerns.
3. ProProfs
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G2 rating: 4,6 out of 5 stars
Capterra Rating: 4,6 out of 5 stars
ProProfs Knowledge Base Pricing: 15-day free trial, Business: $19.99 for 100 articles/month
ProProfs Overview
ProProfs is a customer service software that offers multiple customer service-related apps and they have a great FAQ app called ProProfs Knowledge Base. With it, businesses can create an FAQ page and a knowledge base to provide answers to common questions.
It comes with code-free customization, and a user-friendly interface, allowing you to edit and write FAQ pages with no previous experience.
You can choose from a variety of ready-to-use templates, and their customization system is good for changing the look and feel of FAQs.
You can also integrate ProProfs with its sibling tools, such as ProProfs chat, and Help Desk.
4. SupportBee
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Capterra Rating: 4.3 out of 5 stars
SupportBee Pricing: Comes with a 14-day free trial, Startup: $13/user per month, Enterprise: $17/user per month
SupportBee Overview
SupportBee is a complete ticketing system that allows companies to create comprehensive FAQ pages with their knowledge base software. With its rich text editor, fast search, and multiple site feature, support teams can quickly create new articles and organize them into categories.
On top of having a great knowledge base software, SupportBee offers shared inbox and customer portal tools. This gives companies the ability to manage all of their customer interactions in one place.
5. Zoho Desk
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Capterra Rating: 4.5 out of 5 stars
Zoho Desk Pricing: Free, Standard: $9.99/user per month, Professional: $16.99/user per month, Enterprise: $28.99/user per month
Zoho Desk Overview
Zoho Desk is part of the Zoho suite of products and offers complete customer service software, including a help desk, knowledge base, online forms, and more. With it, you can create fully customized FAQs that match your branding.
Additionally, Zoho Desk allows you to integrate communities and forums into your FAQ page so customers can discuss challenges with fellow users and get solutions.
Also noteworthy is the Zoho Desk AI-powered assistant, which allows customers to get answers instantly and saves them time from browsing FAQ pages.
6. HelpCrunch
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Capterra Rating: 4.8 out of 5 stars
HelpCrunch Pricing: Comes with a 14-day free trial, Basic: $11/month, Pro: $16/month, Unlimited: $347/month
HelpCrunch Overview
HelpCrunch is a one-stop communication platform that allows companies to streamline customer interactions and create FAQ pages.
Their robust toolkit allows you to create an SEO-friendly and in-depth help center, complete with a searchable knowledge base, live chat support, and more. You can easily play around with any text, add images, create anchor menus, highlight important text pieces, and more. ‘
Additionally, HelpCrunch allows you to create an FAQ chatbot, which can help you automate customer support and resolve common issues without the need for human intervention.
7. Document360
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Capterra Rating: 4.7 out of 5 stars
Document360 Pricing: Free basic plan, Standard: $149/project per month, Professional: $299/project per month, Business: $399/project per month, Enterprise: $599/project per month
Document360 Overview
Document360 is a complete knowledge management software that helps companies create simplified knowledge base sites.
It can be used to create FAQ portals that help customers find answers to questions they may have while using a product. It comes equipped with great branding & customization tools that allow you to create a fully branded knowledge base that matches your website.
It offers a markdown editor for text and code-heavy documents, a search engine for finding articles quickly, and version control to switch between different versions.
In terms of security features, Document360 allows you to make your knowledge base public (access with internet) or private (require login). You can also password-protect specific articles, add an IP address filter, and set article expiration dates.
8. Helpjuice
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Capterra Rating: 4.7 out of 5 stars
Helpjuice Pricing: Comes with a 14-day free trial, Starter: $120/month, Run-up: $200/month, Premium-Limited: $289/month, Premium Unlimited: $499/month
Helpjuice Overview
An easy-to-use knowledge management software, Helpjuice is designed to scale your customer support and collaborate better with your team. By using their software, companies can create FAQ pages that help customers find answers to their questions quickly.
The most notable features are a Google-like search bar, an easy-to-use interface, advanced analytics, and a multi-language support feature. The software comes with multiple ready-to-use templates, and on top of that, full customization freedom to make the FAQ look like it belongs on your site.
9. Flowlu
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Capterra Rating: 4.8 out of 5 stars
Flowlu Pricing: Free, Team: $29/month, Business: $59/month, Professional: $119/month, Enterprise: $199/month
Flowlu Overview
Flowlu is a cloud-based business management software that helps small businesses and teams to collaborate better and get work done faster. The software comes with a built-in help desk and knowledge base tool that you can use to create FAQ pages for your customers.
Its easy-to-use editor tool makes it easy to add questions and answers. You can also add images and videos to your FAQ page to make it even more engaging. They also have a built-in access management system so you can control who can see and edit your FAQ page.
10. Knowmax
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Capterra Rating: 4.8 out of 5 stars
Knowmax Pricing: Custom pricing per module
Knowmax Overview:
Knowmax is an omnichannel knowledge management platform built by CX experts for contact centers of any industry. This single-sign-on access platform is an entirely DIY and no-code platform that does not require coding expertise. The platform can be used to create, curate, disseminate and update organizational knowledge for internal and external purposes.
The knowledge management platform’s function is the provide the right information at the correct time to all users through a single source of truth.
11. Floik
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Capterra Rating:
Floik Pricing: Free, Pro: $29/month, Team: $499/month, Enterprise: Contact the sales team
Floik Overview:
Floik is a versatile documentation tool for creating FAQs in multiple formats: step-by-step guides, videos, and clickable demos. You can capture your workflows once and convert them into different formats with a single click. Its intuitive, no-code editor makes it easy to fine-tune your FAQ content and ship it with your branding.
All your product documentation is easily embeddable on your website or knowledge base platforms. You can also share these FAQs via a URL on Slack, email, or other platforms.
12. Stonly
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Capterra Rating: 4.4/5 stars
Stonly Pricing: Small Business: $199 per month, Enterprise: Contact the sales team
Stonly Overview:
Stonly lets you create a knowledge base for your customers to facilitate product adoption and improves the overall customer experience. You can use Stonly across the user lifecycle. Create an autonomous customer onboarding knowledge base, provide help to existing users and train users to use your product.
You can also track the success of these resources on this software. People who use Stonly report how they're able to go from boring how-to guides that nobody reads to creating and embedding guides that are attractive and effective.
13. Freshdesk
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Capterra Rating: 4.4/5 stars
Freshdesk Pricing: Free, starts from $15/month
Freshdesk Overview:
Freshdesk is a ticketing software that empowers your customer success team to help users at scale and enables users to seek product knowledge effortlessly. You can set up a support ecosystem using multiple channels like email, phone, chat and social media. Plus, automated workflows increase the productivity of your customer success team while giving a personalized experience to your customers.
Users of Freshdesh prefer it for its ease of use, intuitive interface, value for money and integrated automation. You can also integrate other tools into this software to optimize its use case.
14. Groove
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Capterra Rating: 4.5/5 stars
Groove Pricing: Starter: $15 per user/ month, Plus: $25 per user/ month, Pro: $40 per user/ month, Enterprise: Contact the sales team
Groove Overview:
Groove is a customer support software with a centralized dashboard to keep all product information in one place, monitor user behavior, track customer support success, and create a ticketing system.
Users love Groove love for its ease of use and management, features like team collaboration and automation and boosting the productivity of your team.
15. Slab
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G2 Rating: 4.6/5 stars
Capterra Rating: 4.8/5 stars
Slab Pricing: Free, Startup: $6.67 per month, Business: $12.50 per month, Enterprise: Custom pricing
Slab Overview:
Slab is a knowledge hub for your engineering, sales, operations and personal teams. Its intuitive interface and integrations with other software like Slack, Google, and GitHub create a seamless workflow.
Leaders and teams that use Slab like it for its crisp interface, smooth user experience and ease of sharing information with team members and collaborators. It is very easy to use and allows you to create workflow documentation. You can use it for your sales team and help them create guides that allow customers to learn and understand your product, features and offering.
5 critical reasons why you need an FAQ software
Zendesk’s research suggests that long wait times, inaccessible human support, and repeating information multiple times are three of the most frustrating aspects of poor customer service. But the good news is, SaaS teams can tackle each of these challenges (and more) with a neatly designed help center.
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Let’s discuss five reasons for using an FAQ software to deliver frictionless customer support.
1. Improve product and feature adoption
Great support equals better product and feature adoption. Go onto software review platforms like G2 and Capterra and you’ll be able to relate low-quality support to bad reviews and a dropping adoption rate.
In fact, customers spend 70 percent more with companies that offer a smooth user experience. FAQ tools like Scribe help you create, distribute and manage content that pushes product adoption and assists your customers in adopting the new features you’re launching.
2. Assist autonomous customers
Customers nowadays want to figure out the basic product information on their own and seek help only if they aren’t able to solve it themselves. You need to create resources to aid them in their self-learning and make sure that it’s quick and easy. The software helps you achieve this by creating a smooth experience for your users.
3. Boost accessibility of your help center
Good FAQ tools create a centralized platform for all your product education content. You can create search bars, interlink content, boost SEO and create content categories that store similar queries. This allows your customers to go back and forth with their queries on their own without your interference.
4. Free up the time of your customer support and sales reps and teams
It’s obvious that not all customer queries need your reps and teams to connect to your customers. By using FAQ software, you’ll be able to streamline help content and thus take some load off of your reps and assist them in focusing on tasks that need their maximum attention.
Chatbots and other automation will further extend the functionality of your teams and give human-like help to your customers.
5. Track the success of your support efforts
All your efforts toward creating a smooth customer experience need consistent monitoring and improvement. Tools like this help you track important data points, connect these points and take average support experience to a phenomenal customer experience.
5 best practices for creating an FAQ page [+ examples]
Ready to create your FAQ hub? Here are a few best practices to make your help center truly helpful.
1. Derive insights by tracking user journeys and experiences
If you’re relying on guesswork to create help center content, you’re likely missing out on the real questions troubling your users. You need to solve issues specific to your product to solve critical problems/concerns for end-users.
One of the best ways to do this is by tracking the user journey using tools like Segment and Mixpanel. Here’s how you can use data from the user journey to find relevant questions:
- Note down the important touchpoints in the user journey
- Identify points just before the user bounces off your platform
- Decode the hidden problems with the help of your tech team
- Address those issues in the form of FAQ questions
Following this step will help you identify the FAQs that your users need help with.
2. Interlink FAQ pages to articles
While creating new content is important to keep your help center updated, you can make it more useful by interlinking different resources.
For example, take a look at the bottom of this FAQ page of LinkedIn. While the article internally links to other relevant content, it also includes sections titled “Related tasks”, “Learn more” and “People also viewed” section.
This FAQ page follows a strategic layout with these sections placed in a proper sequence based on the next queries that their users might search for. “Related tasks” occupies the first spot at the bottom as it is most directly connected to the contents of the opened article.
This is followed by “Learn more”, which is related to other similar products to the one being searched. The third section is the “People also viewed” section listing the popular questions following this search.
3. Create videos and visuals to link to each guide wherever possible
Videos and visual content work well for capturing, retaining and engaging end-users. Look at how Ahrefs has used screenshots at every step of the process to guide their users.
While screenshots help in breaking down the steps of a process level by level, videos are especially valuable when explaining your product feature, troubleshooting steps, or giving a tour of your product.
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4. Keep yourself in the shoes of your users
Your users want to feel understood and solve problems quickly with the least effort. This is the pillar of all the help pages out there. Here’s how you can do this:
- Address all possible questions in your FAQ section to make your users feel like they’re being understood.
- Cut the fluff out of the content to make sure that you hit right at the issue and solve it quickly with easy, simple and fewer words.
- Format, arrange and present your help section in a way that is easy to navigate and access. Seeking answers shouldn’t look like rocket science to your users.
Include live support at the end of each FAQ page
At the end of each help page, attach live support and/or bot options for users who are dealing with advanced issues. Guides should feel accessible to them so that they don’t bounce off of your page. You must’ve come across support bots in the right corner of FAQ pages.
Here’s a sample from Ahrefs’s blog. Integrate similar solutions to your help pages to provide a seamless experience to your users.
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Choosing the right FAQ software for your customers
Customers are expecting more and more from companies — and we know you want to deliver! The HubSpot study found that 90 percent of customers thought it was very important to respond immediately to their concerns - and 60 percent believed that 10 minutes or less was considered immediate.
FAQ software is an excellent way to meet these demands by providing a self-service option for customers. It also helps to reduce the load on your customer support team.
With the help of these tools, you can make it so much easier for your customers to find answers to their questions — and go from liking to loving your service.
Don't be afraid to experiment with different tools to see which one works best for you and your team. Test out the free trials of each tool to see which one offers the features and functionality that you need.
