Top SaaS Knowledgebase Examples & Best Practices to Build Your Own

A great SaaS knowledgebase can make or break the customer experience. Instead of relying heavily on your support team, many users today prefer quick, self-service support, and that’s where a solid knowledgebase platform comes in. It helps reduce support costs, improves customer success, and gives your support agents more time to focus on complex issues.

Whether you’re building an internal knowledgebase for your team or an external knowledgebase for users, choosing the right knowledgebase software is key. The best ones offer helpful knowledge base articles, smooth navigation, and powerful features like advanced search, all while supporting your overall knowledge management strategy.

In this blog, we’ll explore 10 top SaaS knowledgebase examples, each offering lessons you can apply to build or improve your own. Let’s get started!

What is a SaaS Knowledgebase?

A SaaS knowledgebase is a centralized, organized library of helpful content that enables users to find answers without contacting customer support. It typically includes relevant articles, software documentation, standard operating procedures, and project documentation to help customers and team members solve problems quickly and independently.

For SaaS companies, having their own knowledgebase is critical. It streamlines customer support, reduces support ticket volume, and improves the overall user experience by offering self serve support through self service resources. Instead of overwhelming your support staff with repetitive questions, a well-structured online knowledge base can provide instant answers and save valuable development resources.

There are different types of knowledgebase solutions depending on your needs. For internal teams, internal knowledgebase software helps store and share organizational knowledge across departments. This boosts knowledge sharing, keeps your team aligned, and makes onboarding smoother by easing the learning curve. On the customer-facing side, an external knowledge base software acts as a customer service knowledgebase, improving service knowledge and enabling users to navigate your platform more efficiently.

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Why SaaS Businesses Need a Knowledgebase?

In the fast-paced world of SaaS, customer expectations are high. Users want answers now, not hours later through a support ticket. That’s why many SaaS companies turn to a self-service knowledge base as a foundational support resource.

A SaaS knowledgebase software allows businesses to reduce repetitive queries, improve user experience, and scale support without scaling their support staff. Instead of contacting customer support for every issue, users can explore relevant articles from the company’s knowledgebase, find solutions instantly, and get back to using the product. This reduction in support ticket volume not only saves time but also cuts operational costs.

Reduce Support Tickets & Boost Productivity

By offering instant access to self-serve support, a good knowledgebase tool helps reduce the burden on your team. With clear, searchable knowledgebase content, users no longer have to wait on replies. This frees your support agents to focus on more complex, high-impact queries and deliver top notch customer service.

Many software companies choose to build private knowledgebases for internal use as well, helping staff access training materials, storing knowledge, and speeding up issue resolution across departments.

Accelerate Onboarding & Reduce the Learning Curve

New users or team members often face a learning curve when getting started with a SaaS product. A well-structured self-service knowledgebase, equipped with guides, tutorials, and walkthroughs, can make onboarding faster and smoother. This not only boosts product adoption but also improves retention by helping users find value quickly.

Scale Customer Support Efficiently

As your user base grows, so do support demands. But hiring more staff isn’t always sustainable. With the right knowledge management software, you can scale support operations by delivering consistent answers around the clock. SaaS companies rely on this approach to support global customers in different time zones, without always needing live agents available.

The best knowledgebase solutions come with key features like categorization, tagging, analytics, and an advanced search feature so users can easily navigate the help center and find the exact information they need.

Improve SEO & Build Organic Traffic

Beyond user support, a company’s knowledgebase can also help in improving SEO. Publishing helpful, search-friendly knowledge base articles helps your brand rank in search engines, drive organic traffic, and position your company as an authority in your space.

Well-structured knowledgebase content that answers common questions can often show up in featured snippets, improving visibility and attracting more users. This also leads to more engagement, more trust, and ultimately, more conversions.

Make Smarter Software Choices

If you’re just starting to build your knowledgebase, there’s a wide array of SaaS knowledge base software to choose from. Reading knowledge base software reviews and doing some software research can help you compare best knowledge base software options based on price, ease of use, integrations, and support for knowledge sharing.

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Top 10 SaaS Knowledgebase Examples

Let’s explore how SaaS companies are using their knowledgebase platforms to deliver exceptional user experiences, reduce support load, and increase customer success. These examples highlight different approaches to content structure, usability, and self-service design.

Notion

Notion’s knowledge base is a shining example of how to use your own product to power your own knowledgebase. Designed with simplicity in mind, it reflects Notion’s aesthetic and functional strengths. The content includes self service resources such as onboarding guides, product walk-throughs, templates, and tips for advanced use.

Key Takeaways:

• Leverages their own software documentation tools for internal and external use.

• Ideal for reducing the learning curve for new users.

• Promotes top notch customer service through intuitive design and structure.

• Aligns branding seamlessly with UX.

Airtable

Airtable’s online knowledge base takes a modular and visual approach. It integrates documentation with interactive tutorials, use cases, and templates. The advanced search feature helps users drill down to the exact information they need, making onboarding smoother and reducing dependency on support teams.

Key Takeaways:

• Smart use of interactive and multimedia knowledgebase content.

• Guides users across different skill levels, from novice to power user.

• Reduces support ticket volume by promoting self serve support.

• Enhances SEO through well-structured, search-friendly documentation.

Intercom

Intercom’s external knowledge base software is built to anticipate and answer real user queries. It features categorized knowledge base articles enriched with feedback loops to keep content fresh. Its visual hierarchy and smart recommendations make it easy for users to discover relevant articles.

Key Takeaways:

• Content-driven UX focused on customer support scalability.

• SEO-optimized content that ranks well on search engines.

• Excellent knowledge management software practices with ongoing updates.

• Helps users navigate the platform based on roles and needs.

Slack

Slack’s customer service knowledge base is concise, task-oriented, and highly searchable. It empowers both IT admins and end users with a structured layout covering setup, troubleshooting, and integration. Slack combines detailed knowledgebase content with quick navigation tools and standard operating procedures.

Key Takeaways:

• Helps teams onboard quickly and self-train.

• Strong focus on organizational knowledge and team use cases.

• Reduces reliance on contacting customer support.

• Supports large user base through scalable structure.

Asana

Asana offers a visually-rich knowledgebase solution, balancing video tutorials, walkthroughs, and written documentation. Their resource center is a mix of internal knowledgebase software and customer-facing guides, built to support users as they grow within the platform.

Key Takeaways:

• Great use of visual content like GIFs, videos, and flowcharts.

• Helps with team adoption and task automation.

• Scales well with evolving project documentation and user needs.

• Promotes internal use for support staff and onboarding.

Trello

Trello’s knowledgebase platform is a user-friendly blend of FAQs, how-tos, and community-powered solutions. It features strong branding, clear categorization, and direct links to support agents for complex queries. Trello encourages knowledge sharing and collaboration within its help center.

Key Takeaways:

• Friendly and approachable content design.

• Leverages community forums for extended support.

• Strong knowledgebase software reviews and user-generated insights.

• Enhances customer experience with fun, engaging content.

HubSpot

HubSpot’s knowledgebase tool is vast, covering their entire product suite with structured resources for marketing, sales, and CRM tools. It uses segmentation, custom filters, and role-specific content to improve discoverability and user engagement.

Key Takeaways:

• Deep integration with their live chat and CRM tools.

• Smart filtering improves user journey and knowledgebase navigation.

• Excellent example of a robust knowledgebase solution for growing SaaS teams.

• Strong use of feedback loops and knowledge base software reviews.

Canva

Canva’s self service knowledgebase is colorful, clean, and highly visual, perfectly in tune with its user base. It includes simple guides on graphic creation, design principles, and platform usage, helping users unlock creative tools with minimal guidance.

Key Takeaways:

• Supports creativity through intuitive help articles.

• Uses engaging, bite-sized tutorials to enhance customer support.

• Organized for ease of access with keyword-rich knowledgebase content.

• Helps store knowledge for both free and premium users.

Zendesk

Zendesk showcases its SaaS knowledge base software in action with a sleek, scalable help center. The design focuses on performance, usability, and deep integration with their ticketing and CRM systems.

Key Takeaways:

• A textbook example for software companies looking to scale support.

• Incorporates key features like multilingual search and feedback.

• Built to handle high support ticket volume while maintaining CX.

• Great for B2B and enterprise-level SaaS platforms.

Dropbox

Dropbox’s company’s knowledgebase is structured around task completion and problem-solving. It includes guides, FAQs, tutorials, and links to community forums. With a minimal design, it ensures fast loading and optimized performance on both desktop and mobile.

Key Takeaways:

• Emphasizes clarity, simplicity, and searchability.

• Uses structured data to improve performance on search engines.

• Balances private knowledge bases with public self-service options.

• Encourages software research through linked guides and content trees.

What Makes a Knowledgebase Great?

A great knowledgebase is more than just a collection of articles, it’s a smart, searchable, and self-guided support system that enhances the customer experience while reducing the load on your support team. Whether you’re building a self service knowledgebase for your customers or an internal knowledgebase for employees, certain key features set the best ones apart.

Robust Search Functionality

One of the most critical elements of any modern knowledgebase tool is its advanced search feature. When users can instantly find relevant articles by typing in a few keywords, it dramatically improves their experience. It eliminates the frustration of sifting through endless content and helps people get the answers they need without contacting customer support.

• Look for knowledgebase software that offers intelligent auto-suggestions, filters, and keyword tagging.

• Optimizing your knowledgebase content for search engines also makes your platform easier to find organically.

• A strong search function also benefits support agents, allowing them to quickly locate answers when assisting users.

Empowered Self-Service Options

A standout self service knowledge base is packed with self service resources like how-to articles, step-by-step guides, short videos, and FAQs. These features help users solve issues on their own without waiting for help from your support staff.

• This not only enhances user autonomy but significantly reduces support ticket volume.

• Interactive tutorials and visual aids can help shorten the learning curve, especially for complex software documentation.

• Many SaaS companies also include “related content” suggestions to guide users to the right solution quickly.

Built-in Analytics and Reporting

A great knowledge management software doesn’t stop at publishing content, it tracks how it performs. Advanced analytics help teams monitor which pages are getting the most visits, where users drop off, and what queries return no results.

• This data is invaluable for improving the company’s knowledge base over time.

• It allows you to identify content gaps and update or expand articles accordingly.

• With analytics, software companies can tie support costs and ticket deflection directly to their knowledge base performance.

Easy Integration with Other Systems

The best knowledgebase solutions integrate seamlessly with your existing tech stack, whether that’s a CRM, live chat, ticketing system, or your product interface. This ensures that your customer service knowledge base becomes part of a unified support ecosystem.

• For example, many SaaS knowledgebase software tools integrate with in-app widgets, allowing users to access help without leaving the product.

• For internal use, connecting your internal knowledgebase software with project management or HR tools centralizes your organizational knowledge.

• Integrations also improve scalability by allowing you to manage support across various channels more efficiently.

Well-Structured, Up-to-Date Content

Even the best knowledgebase software can’t make up for poor content. A great knowledgebase platform needs clearly written, regularly updated, and well-organized knowledge base articles that cater to different user types and learning styles.

• Break information down into categories like onboarding, troubleshooting, billing, or project documentation.

• Ensure content is consistent with your standard operating procedures and product updates.

• Many private knowledge bases also allow team collaboration and content approvals to maintain quality.

Designing an Effective SaaS Knowledge Base

Creating an effective SaaS knowledge base isn’t just about writing articles, it’s about designing an intuitive, reliable space where your users can find help quickly, without contacting customer support. Many SaaS companies rely on a well-structured knowledge base to deliver top notch customer service, reduce friction, and promote user independence.

• Easy Navigation and Smart Structure: A great knowledge base platform should feel like second nature to use. Clean menus, clearly labeled categories, and a prominent search bar are essential. Users should be able to browse or search effortlessly to locate the exact content they need, whether it’s troubleshooting tips, billing questions, or advanced tutorials.

• In-Depth, Multimedia Content: Your knowledge base content should go beyond just text. Include video tutorials, visual walk-throughs, step-by-step guides, and FAQs to cater to different learning preferences. Software documentation should be detailed but easy to understand.

• Ongoing Updates and Maintenance: Your company’s knowledge base is only as helpful as it is accurate. As your product evolves, your documentation must too. Regular updates ensure that users are getting the most relevant and up-to-date information.

• Incorporating Customer Feedback: One of the smartest things a SaaS business can do is use customer feedback to improve its self service knowledge base. Listening to users helps identify gaps, confusing articles, or outdated sections.

Conclusion

An optimized SaaS knowledge base can dramatically reduce support ticket volume, cut down on support costs, and empower users to solve issues on their own. By investing in the right knowledge base software, SaaS businesses also gain long-term SEO benefits from well-indexed, search-friendly content that performs well on search engines.

Ultimately, a well-structured and thoughtfully designed online knowledge base doesn’t just support your users; it drives customer satisfaction, loyalty, and product adoption.