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FAQ software: Create the best FAQ pages

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A guide to the best FAQ software

Última atualização em August 2, 2023

When customers have questions, they want fast answers. Having an FAQ page with relevant, up-to-date information can provide convenient support to internal and external customers while making your support team more efficient.

The best FAQ software can help you create an exceptional customer experience through self-service. Our guide breaks down the tools, key features, benefits, and best practices, so you can have the information you need to pick the right FAQ software for your business.

Oh, and don’t forget to check out our FAQ section that answers FAQs about FAQs. Whew.

What is FAQ software?

FAQ software is a program that enables you to create, edit, publish, and distribute FAQ answers for self-service customer support. With the right software, you can share relevant FAQs across web pages—via chatbots and live chat—for proactive support when customers need you the most.

Because FAQ services asynchronously share knowledge with your customers, you can help them resolve their issues faster while saving your support agents valuable time.

The 13 best FAQ software and tools

  1. Zendesk

  2. Document360

  3. Wix Answers

  4. Slab

  5. HappyFox

  6. Zoho Desk

  7. SupportBee

  8. HelpScout

  9. Groove

  10. Helpjuice

  11. CloudTutorial

  12. KnowledgeOwl

  13. Stonly

1. Zendesk

Zendesk

Zendesk provides insight into the questions your customers are asking so you can make the most of your FAQ opportunities. Features like Content Blocks allow you to create brief pieces of useful information—like short paragraphs, images, or videos—that are relevant to several topics. You can place this content within multiple relevant articles and when you update the content block, it automatically changes anywhere the block appears.

Content Cues use machine learning technology to keep your help center articles relevant and up to date. Content Cues can help you by:

  • Identifying gaps in your knowledge base and suggesting actions to fill those gaps

  • Displaying trending topics for you to create new articles

  • Flagging existing articles for you to review so you can update or archive them

Additionally, features like Team Publishing help your teams collaborate and manage content. They can set up collaboration workflows to review, approve, and publish content. They can also stage content updates for published articles without affecting the live content.

When the software is implemented alongside the Zendesk AI-powered chatbot and ticketing system, you can reuse FAQ answers to quickly resolve customer issues. Customers browsing your website can look for what they need or engage with Zendesk bots for assisted self-service—without the involvement of a live agent. If a support rep does need to step in, they can use the FAQs to find a swift solution.

Internal FAQ software isn’t just great for customers; it’s a powerful resource for your entire team. From new hires to experienced veterans, an internal knowledge base of FAQs minimizes the time your employees spend finding information. Whether it’s a question about employee benefits or holiday schedules, our FAQ software helps employees get the answers to their questions so they can focus on their work.

Features:

  • Smart knowledge base and help center

  • AI-powered bots

  • Community forums

  • Intelligent knowledge management

  • Ability to create and link articles while servicing customers

  • AI-powered Content Cues

  • Team Publishing

  • Content Blocks

  • Robust search engine (Unified, federated, semantic search)

  • Customization for different audiences, regions, or brands

  • In-context self-service (web widget/mobile SDKs)

Pricing:

  • Suite Team: $55 per agent/month

  • Suite Growth: $89 per agent/month

  • Suite Professional: $115 per agent/month

Free trial: 14 days

2. Document360

Document360
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Document360 offers handy FAQ software for businesses of all sizes. The intuitive self-help portal allows you to build your FAQ page right away. It also allows you to create simple or detailed FAQs that you can make public or private. Private FAQs require a username and password to view them.

The predictive search functionality displays relevant results, and the optimized page structure makes it easy to navigate. An additional feature lets you add frequently asked questions to your website or mobile app, so customers can conveniently access your FAQs on your page.

Features:

  • Smart search

  • Text editor

  • Clear displays and navigation

  • Customization and branding

  • Feedback and analytics

  • Multilingual support

  • Mobile responsive platform

Pricing:

  • Standard: $199 per project/month (3 team accounts)

  • Professional: $399 per project/month (5 team accounts)

  • Business: $529 per project/month (5 team accounts)

  • Enterprise: $799 per project/month (10 team accounts)

Free trial: 14 days

3. Wix Answers

Wix Answers
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You may be familiar with Wix for its famously easy-to-use website builder, but the company also provides FAQ software through its Wix Answers product and Wix FAQ app. If you’re using Wix’s website builder already, you can download the Wix FAQ app for no additional charge to add FAQs to your site.

But if you’re looking for more robust FAQ software, Wix Answers is the way to go. With Wix Answers’ knowledge management solution, you can create FAQ pages that include step-by-step guides, chatbot integrations, analytics, and more.

Features:

  • Category management

  • Multilingual support

  • Customizable with CSS and JavaScript

  • Rich content editor

  • Labels

  • Translation workflow

  • Privacy settings

  • Add and publish articles

Pricing:

  • Business VIP: $59 per month

  • Business Unlimited: $32 per month

  • Business Basic: $27 per month

Free trial: 14 days

4. Slab

Slab
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A key part of creating a great FAQ page is sharing the knowledge, support tools, and data across multiple teams. That’s where Slab comes in—the FAQ solution unifies your team’s tools to manage information and create a single source of truth.

Among many other features, you can use Slab’s intuitive interface to create, edit, and publish a knowledge base full of FAQs and comprehensive how-tos for your customers. You can use it to make your team more effective by creating and defining processes and workflows. Plus, you can try Slab’s free FAQ software to see if it’s a good fit.

Features:

  • Templates

  • In-content feedback

  • Comments

  • Versioning and version history

  • Page analytics

  • Permissions

  • Knowledge sharing

  • Notifications

Pricing:

  • Startup: $8 per user/month

  • Business: $15 per user/month

  • Enterprise: Contact sales

Free plan: Available (up to 10 users)

Free trial: 30 days

5. HappyFox

HappyFox
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HappyFox’s FAQ software offers intelligent case deflection, which directs customers to your FAQs when they try to submit support requests for issues that an FAQ page can resolve. It also automatically curates your most popular FAQs.

Unfortunately, HappyFox’s FAQ software is contained within each of its four help desk software plans, so there isn’t an a la carte option. But if you’re looking for additional features beyond FAQs—like pre-composed chatbot replies, custom analytics dashboards, and multilingual support—HappyFox is worth a look.

Features:

  • Omnichannel ticket creation

  • Secure hosting

  • Migration assistance

  • Self-service knowledge base

  • Canned actions

  • SLA management

  • Dashboard

  • Client portal

Pricing:

  • Mighty: $39 per agent/month

  • Fantastic: $59 per agent/month

  • Enterprise: $79 per agent/month

  • Enterprise Plus: $99 per agent/month

Free trial: 14 days

6. Zoho Desk

Zoho Desk
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Zoho Desk’s FAQ software allows you to set up multiple branded self-service portals for access to the knowledge base. The knowledge management system features an article repository with sections including FAQs, how-to articles, and assistance with known issues. Zoho Desk also has community forums that allow customers to share tips, ideas, and solutions.

The FAQ software features built-in reporting that provides analysis of customer trends, behaviors, and engagement so you know what they’re searching for. Additionally, the auto-suggest feature helps agents find relevant articles related to an issue and enables them to insert the article into the ticket.

Features:

  • Product-based ticketing

  • Predefined SLAs

  • Reports and dashboards

  • Customer happiness ratings

  • Social and community channels

  • Mobile apps

  • Workflow and assignment rules

Pricing:

  • Standard: $20 per user/month

  • Professional: $35 per user/month

  • Enterprise: $50 per user/month

Free trial: 15 days

7. SupportBee

SupportBee
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SupportBee’s FAQ site helps you build a branded experience for your customers. The software offers simple design customizations that allow you to tailor the portal with brand colors and logos. It also lets you use a custom domain for the portal, specifically to fit the customer.

With this FAQ software, you can embed your knowledge base in your mobile app or website. But fully integrating SupportBee into your workflow may take some additional implementation through the API, as SupportBee has only a few native integrations relative to other FAQ software options.

Features:

  • Knowledge base snippets

  • Multiple knowledge base support

  • Full-text search

  • Rich text editor

  • PDF, image, and video file support

  • Embeddable help articles

  • Design and branding customization

Pricing:

  • Startup: $15 per user/month

  • Enterprise: $20 per user/month

Free trial: 14 days

8. Help Scout

Help Scout
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Help Scout is a knowledge base designed for self-service. Using HelpScout, you can quickly create, update, and publish FAQ pages with text, tables, videos, images, and intuitive search engine optimization features. With Beacon, Help Scout’s knowledge base and chat widget, visitors can search for FAQs from anywhere on your website rather than a single page.

As a full-featured knowledge base software solution, Help Scout goes beyond FAQs. You can use it to build and host an optimized help center, track what your customers are searching for, and publish internal resources that are only visible to your team.

Features:

  • Workflow automation

  • API

  • Over 50 integrations

  • Reporting and analytics

  • Messaging

  • Live chat

  • 3 mailboxes

  • Contact forms

Pricing:

  • Standard: $25 per user/month

  • Plus: $50 per user/month

  • Pro: $65 per user/month

Free trial: 15 days

9. Groove

Groove
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Groove provides well-designed FAQ software that can help streamline FAQ creation, publication, and distribution to agents and customers. If you use Groove’s ticketing system, the FAQ tool allows agents to pull answers straight from the knowledge base while live chatting or emailing with a customer.

Groove’s FAQ software has a variety of customization options to create a branded experience. You can upload logos and match your brand colors as well as customize the look of your text with Google Fonts.

Features:

  • 25 mailboxes

  • Live chat

  • Reporting and analytics

  • Assignments

  • Rules

  • Customizable knowledge base

  • 40+ integrations

Pricing:

  • Starter: $25 per user/month

  • Plus: $50 per user/month

  • Pro: $80 per user/month

Free trial: 30 days

10. Helpjuice

Helpjuice
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Helpjuice’s customizable FAQ tool is simple to use and designed to help your business scale. Its native editor and publishing interface make it easy to collaborate on FAQs, structure your pages, publish multiple versions of FAQs, and control permissions. It has powerful analytics, so you can make your FAQs more relevant over time, too.

Helpjuice features a WYSIWYG editor, so you can start building your FAQ page immediately. It has many integration options that can level up your tool to fit your business needs. It also has reporting tools that can help you find opportunities to improve your knowledge base and boost team productivity.

Features

  • Content analytics

  • API

  • Branding customization

  • Knowledge base editor

  • Integrations

  • Multilingual support

  • Full-text search

  • In-app widget

Pricing:

  • Starter: $120 per month (up to 4 users)

  • Run-Up: $200 per month (up to 16 users)

  • Premium Limited: $289 per month (up to 60 users)

  • Premium Unlimited: $499 per month (unlimited users)

Free trial: 14 days

11. CloudTutorial

CloudTutorial
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As a standalone knowledge base, CloudTutorial’s FAQ software helps your customers get the answers they’re looking for. It offers a clean interface, search, analytics, customization, and out-of-the-box SEO. Plus, its robust search engine provides relevant results instantly, so your customers can get their questions answered fast.

CloudTutorial works as well for mobile apps as it does for websites, and it’s available in three different plans—all with largely the same features. Plus, you can use CloudTutorial’s question-and-answer software for internal and external FAQ pages.

Features

  • Custom domain

  • Internal and external knowledge base

  • Custom redirects

  • Customizable HTML/CSS

  • Category and subcategory organization

  • Reporting

Pricing:

  • Starter: $24 per project/month (2 Team accounts)

  • Growth: $59 per project/month (5 Team accounts)

  • Enterprise: $119 per project/month (15 Team accounts)

Free trial: 14 days

12. KnowledgeOwl

KnowledgeOwl
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KnowledgeOwl’s FAQ software is easy to install, so you can start building your FAQ page right away. It has code and no-code functionality, allowing you to edit the HTML of your FAQ page or use the WYSIWYG editor. You can customize your page with different themes and layouts. The software also features an intuitive structure, so you can create a site that is simple for customers to navigate.

KnowledgeOwl features a help widget that recommends personalized help center articles based on the customer’s location. KnowledgeOwl allows you to create private FAQs, requiring you to log in to view and access the information. Reporting features and customer feedback enable you to understand the effectiveness of your FAQ page and articles.

Features

  • Rich text editor

  • Configurable workflow

  • Content library

  • Email alerts

  • Content management

  • Customizable branding

  • File management and recovery

  • SEO management

  • Full-text search

Pricing:

  • Flex: $79 per author/month

  • Business: $299 per author/month

  • Enterprise: $999 per author/month

Free trial: 30 days

13. Stonly

Stonly
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Stonly offers an interactive platform featuring modern FAQ pages and other customer self-service resources. The drag-and-drop editor allows businesses to create FAQ pages without learning code or investing in a dev team. You can also customize your FAQs to reflect your brand image.

Stonly’s advanced analytics feature lets you track your FAQ page performance and measure its effectiveness. From the Stonly dashboard, you can update the content of your FAQs quickly to keep content fresh and maintain accuracy. You can also add images and videos to your content to boost customer engagement.

Features

  • Interactive guides

  • Integrated search bar

  • Customizable widget

  • Reporting and analytics

  • No-code functionality

  • Multilingual support

  • Compatibility with different devices

Pricing:

  • Small Business: $249 per month (up to 5 team members)

  • Enterprise: Contact Stonly

Free trial: 14 days

Comparison of the top 13 FAQ software

How do the top FAQ tools stack up against each other? Our convenient comparison chart lists a few important features of FAQ software at a glance.

FAQ SoftwareStarting priceFree trialKey features

Zendesk

$49 per agent/month

14 days

  • Knowledge base and community forum

  • AI-powered FAQ bots

  • Intelligent FAQ gap, archive, and update identification

  • Sophisticated FAQ content management and workflows

  • Robust search engine (Unified, federated, semantic search)

  • Customization for different audiences, regions, or brands

Document360

$199 per project/month

14 days

  • Knowledge base and community forum

  • Sophisticated FAQ content management and workflows

  • Robust search engine (Unified, federated, semantic search)

  • Customization for different audiences, regions, or brands

Wix Answers

$59 per month

14 days

  • Knowledge base and community forum

  • Intelligent FAQ gap, archive, and update identification

  • Sophisticated FAQ content management and workflows

  • Robust search engine (Unified, federated, semantic search)

  • Customization for different audiences, regions, or brands

Slab

$8 per user/month

30 days

  • Knowledge base

  • Robust search engine

  • Customization for different audiences, regions, or brands

HappyFox

$39 per agent/month

14 days

  • Knowledge base and community forum

  • Intelligent FAQ gap, archive, and update identification

  • Sophisticated FAQ content management and workflows

  • Robust search engine

  • Customization for different audiences, regions, or brands

Zoho Desk

$20 per user/month

15 days

  • Knowledge base and community forum

  • Sophisticated FAQ content management and workflows

  • Robust search engine

  • Customization for different audiences, regions, or brands

SupportBee

$15 per user/month

14 days

  • Knowledge base and community forum

  • Robust search engine

  • Customization for different audiences, regions, or brands

Help Scout

$25 per user/month

15 days

  • Knowledge base and community forum

  • Intelligent FAQ gap, archive, and update identification

  • Sophisticated FAQ content management and workflows

  • Robust search engine (Unified, federated, semantic search)

  • Customization for different audiences, regions, or brands

Groove

$25 per user/month

30 days

  • Knowledge base and community forum

  • Sophisticated FAQ content management and workflows

  • Robust search engine (Unified, federated, semantic search)

  • Customization for different audiences, regions, or brands

Helpjuice

$120 per month (up to 4 users)

14 days

  • Knowledge base and community forum

  • Sophisticated FAQ content management and workflows

  • Robust search engine (Unified, federated, semantic search)

  • Customization for different audiences, regions, or brands

CloudTutorial

$24 per project/month

14 days

  • Knowledge base and community forum

  • Intelligent FAQ gap, archive, and update identification

  • Sophisticated FAQ content management and workflows

  • Robust search engine (Unified, federated, semantic search)

  • Customization for different audiences, regions, or brands

KnowledgeOwl

$79 per author/month

30 days

  • Knowledge base

  • Sophisticated FAQ content management and workflows

  • Robust search engine

  • Customization for different audiences, regions, or brands

Stonly

$249 per month (up to 5 team members)

14 days

  • Knowledge base

  • AI-powered FAQ bots

  • Sophisticated FAQ content management and workflows

  • Robust search engine

  • Customization for different audiences, regions, or brands

Features of FAQ software

The right FAQ software features can help you deliver the best self-service support at scale. Here are a few features to consider when picking the right tool for your business.

Benefits of having an FAQ tool

The right FAQ software can help your business in several ways. Here are a few of the benefits that come with using FAQ tools.

Best practices for creating an FAQ page

FAQ page best practices

Building an FAQ page requires more than listing a few common questions and answers. Here are some best practices to follow to create an effective FAQ page that benefits your customers, your employees, and your business.

Research customer FAQs

When you’re creating an FAQ page, it’s essential to identify trends surrounding the questions your customers ask and to take advantage of that valuable information. To find these patterns, research and analyze your existing customer interactions.

Reviewing support tickets and speaking with customer service agents are great ways to discover a wealth of frequently asked questions. Google Search Console is a research goldmine that allows you to see terms and keywords that prospects use to search for your products or services. Your marketing team should already be compiling and analyzing this data, so you can tap into their research to supplement yours.

Make your FAQ page easy to navigate

Even if your questions and answers are on point, they’ll get lost in the shuffle if they’re not easy to find. Don’t make your prospects and customers scroll through dozens of questions to find the one they’re looking for. Instead, use navigation elements—like a table of contents—with clear labels to guide the customer to the answer they seek. You can also divide your FAQs into separate pages organized by topic to create targeted, product-specific pages.

Answer FAQs clearly and concisely

There isn’t a universal recipe for creating a successful FAQ page. However, no one wants to read a novel to find the answer to their question. Write scannable content, avoid long blocks of text, and use clear language. Each FAQ should be easy to read and written in a conversational tone.

Avoid using technical terms or industry jargon that can create a clunky reading experience. If you must include internal terms, define them to improve the experience for your customers.

Don’t prioritize conciseness at the expense of a comprehensive answer. If you can’t completely answer a question with a few paragraphs, consider directing readers to an external resource such as a blog post, demo, or even a live consultation.

Optimize the page for SEO

Google can be the best friend of your FAQ pages and help centers—when they’re executed correctly. Optimize your FAQ page for SEO so if a customer runs a Google search about your product or service, your website will be at the top of the search results page.

Here are a few tips to help you optimize your FAQ page so your customers can find the information faster and easier.

  • Do keyword research to identify the words, terms, and phrases your customers use to search. Keyword research also helps you find any content gaps.

  • Organize your page into main topics and subtopics so it’s easy for Google to crawl.

  • Make your content scannable by using bulleted lists, short paragraphs, and bolded words.

  • Connect related articles with internal links.

Continuously update your FAQs

As your company scales and evolves, so will your customers’ questions. Avoid the mistake of setting and forgetting your FAQs. Make it a priority to revisit your FAQs each quarter to see if you need to add, update, or remove anything.

Even a single update can take a significant amount of manual work off your agents’ plates by giving customers the resources they need to serve themselves. Helpful features like Content Cues and Team Publishing make it easier for your team to stay on top of updates.

How to create an FAQ database

Now that you know the best practices for creating an FAQ page, you can make your own. Follow these six steps to build an FAQ database that enriches the customer experience.

Steps to creating an FAQ database:

  1. Research: Identify and compile your customers’ most frequently asked questions.

  2. Write: Assign SMEs to draft clear and concise answers to your FAQs.

  3. Organize: Structure your page for easy navigation.

  4. Design: Customize your FAQ page to align with your brand’s style, voice, and tone.

  5. Publish: Go live with your FAQ database on your website.

  6. Manage: Continuously update, refresh, and improve your FAQs.

How to choose the right FAQ software

The right FAQ software for your business is the one that makes it simple to create, edit, update, publish, and distribute FAQs. Here are a few things to consider when making your choice:

  • Advanced reporting and analytics to provide insights and key metrics about your FAQ page performance.

  • An easy-to-use interface that creates a great customer and employee experience.

  • Robust integration options with the channels (i.e., live chat, website, mobile app) where you want to distribute your FAQs.

  • Flexibility and customization options that match your branding needs.

  • Collaboration tools for FAQ creators.

  • Intuitive search and categorization features for your FAQs.

Many of the considerations in choosing the right FAQ software are subjective. Take advantage of free trials and test out the FAQ tools you’re considering so you can pick the best fit for your business.

Frequently asked questions

Give FAQ software a whirl

Zendesk is an intuitive yet powerful FAQ tool that helps you organize and distribute your most frequently asked questions. With Zendesk, you can easily create and update an FAQ page to your specific needs and then distribute it wherever your customers and agents need it. Give it a try today.

Related FAQ software guides

Check out a free Zendesk demo