Finding the best call center knowledge management software that fits all of your needs is no easy task. You want to make sure that setting it up is an easy, straightforward process that gets all of the information you need to your employees. It’s also important that your employees can quickly find the information they need so that they can relay it to your customers as fast as possible. Below you will find some of the best call center knowledge management software to make the process just a little bit easier for you.
Top 6 Call Center Knowledge Management Software
- CloudTutorial – Best for Minimizing Repetitive Calls
- HubSpot – Best for Organization
- Zendesk – Best for Customer Experience
- Talkdesk – Best for AI Integration
- Twilio – Best for Low Start-up Costs
- Genesys – Best for Beginners
1. CloudTutorial – Best for Minimizing Repetitive Calls
Pricing: $19 per month
Customers seem to call and ask the same questions over and over again. CloudTutorial does its best to prevent that. They will give you an FAQ page for your website to help your customers find answers to some of the most frequently asked questions you seem to get. With their internal knowledge base, all the information that your employees need is quick and easy to find and organized neatly. It’s also not hard to get the website up and running even if you have little to no experience. CloudTutorial does have different plans depending on the size of your business, the above one being the starter pack that allows for 2 employees.
Key Features:
- Internal knowledgebase
- FAQ page for your website
- External knowledgebase
Reasons to Buy:
- Tries to minimize repetitive calls
- It is easy to set up
Reasons to Avoid:
- You have to pay more depending on the number of employees
2. HubSpot – Best for Organization
Pricing: $45 per month
If you want to make sure that all of your information is as organized as it can possibly be, the HubSpot is the best call center knowledge management software for you. They have different multiple programs, but the one that you will be wanting is the Customer Service Software. Their starter plan, which is the price listed above, lets you customize everything. You can even add categories and tags to make all your information that much more organized. They also offer customer surveys and a customer portal. They also offer a free program that has a little bit of everything, however, the paid programs give you a lot more features, even just the starter plan.
Key Features:
- Shared inbox
- Customer portal
- Customer surveys
Reasons to Buy:
- Makes communicating with clients easy
- You can organize all of your information quickly and easily
Reasons to Avoid:
- Different price plans have more features
3. Zendesk – Best for Customer Experience
Pricing: $49 per agent per month
Zendesk ensures that your customers have the best customer experience possible. They give your customers a variety of ways to contact you in the way that works best for them. With messaging, emails, live chats, chats through social media platforms, and even voice options, they offer customers many ways to reach out to your company in a way that works for them. Zendesk also gives you a help center and a community forum so your customers can try to solve the issue on their own. They also offer an automation tool so that customers can give some context to their problem before really chatting with one of your employees.
Key Features:
- Help center and a community forum
- Automation features
- One agent workspace for all your employees
Reasons to Buy:
- Let’s customers reach out in a variety of ways
- Great customer experience
Reasons to Avoid:
- Pay more for every new employee
- Not able to customize everything
4. Talkdesk – Best for AI Integration
Pricing: $75 per user per month
If you are wanting software with very strong AI features, then Talkdesk is the software for you. They automate as much as they can to make it so that your customers can find the answers they need on their own. This means that you will receive a lot less of the same calls over and over again, and can just focus on some of the most important ones instead. It also helps your employees because it gives them some background information before even talking to the customer. Talkdesk also makes it easy for your employees to talk to each other and stay engaged in their work.
Key Features:
- AI apps for customers to find the answers themselves
- Employees can easily communicate
- Customer experience analytics
Reasons to Buy:
- Helps the customers find the answers themselves
- Let’s you know how the customers liked the experience
Reasons to Avoid:
- Have to pay more for each employee
- No organization features
5. Twilio – Best for Low Start-up Costs
Pricing: Pay as you go
If you are just starting your company and are wanting to keep your start-up costs low, then Twilio is the best call center knowledge management software for you. With Twilio, you only pay for the features that you need. If you only want to communicate with your clients through text messaging, then that is the only thing you will have to pay for. Some services, like their Notify feature, are free until you have a certain amount of customers. You can pay for AI features or just have customers going right to your employees. Twilio gives you the freedom to decide what features you really need and only pay for those specific ones.
Key Features:
- Twilio Conversations to communicate over various platforms
- Email API
- Twilio Conversations
Reasons to Buy:
- You can pay as you go
- You are able to only pay for the features that you need
Reasons to Avoid:
- Each feature costs different amounts
6. Genesys – Best for Beginners
Pricing: $75 per month
If you are completely new to call center knowledge management then Genesys is the best software for you. It’s easy to set up the website and get started right away. Their AI feature helps your employees not do routine tasks so that they can focus solely on the customers. You can also see how your customer experience is so that you can make any changes to your website quickly. Genesys also has a Chatbox feature that lets customers get help any time of the day. You can even record your employees’ interactions with customers so that you can see firsthand what they need to improve on and help them give your customers the best experience possible.
Key Features:
- AI to help customers find the answers themselves
- Chatbox
- Record employee/customer interactions
Reasons to Buy:
- It is easy to set up an account and get started right away
- Can communicate with your team and customers on a variety of platforms from anywhere in the world
Reasons to Avoid:
- You have to pay more to access even more features
References and Links:
- https://www.thecloudtutorial.com/call-center-knowledge-base-software/
- https://www.thecloudtutorial.com/
- https://www.hubspot.com/
- https://www.zendesk.com
- https://getvoip.com/ppc/call-center
- https://www.talkdesk.com
- https://www.twilio.com
- https://www.genesys.com/