5 Foundational Features of Mobile In-App Knowledge Base Software in 2023

When considering features of various knowledge base software, it’s critical to first identify one overarching feature — in-app support. If the user has to leave the app to receive assistance, you’re hurting their experience. However, if you give them the resources they need to solve their problem without leaving the mobile app, you are far more likely to create satisfied, lifetime users of your products.

To provide the best experience for visitors and your support staff, your new knowledge base should have the following five features:

1. Intuitive? Design

When a customer accesses an in-app piece of knowledge, they must be able to interact with it seamlessly. If your knowledge base contains unresponsive pages, or the page is unintuitive and confusing, it can leave customers feeling more overwhelmed than they were before visiting your page.?

As such, be sure that your knowledge base has an attractive, responsive, and intuitive design that will delight anyone who visits it.?

2. Customized Branding

Although most people don’t think of troubleshooting or FAQ pages as exciting, they don’t have to be generic and boring. Your knowledge base should feature customized branding, such as brand-specific graphics, headers, icons, colour schemes, and even words or phrases related to your brand.

This customized branding should be simple and easy to add as part of the knowledge platform so you are not burdened with trying to upkeep branding on each and every article.

3. Topic Suggestions

When a customer runs into a problem or has a question about a product or service, chances are high that others have the same questions or problems, too. This is the main reason to have a knowledge base in the first place, and customers often find it incredibly helpful to have the software anticipate additional questions or problems they may have.

This is where article suggestions from knowledge base software can help enhance a user’s experience, which simultaneously guides them to locate further resources. The best software programs place article suggestions — both related and popular articles — somewhere on the answer or troubleshooting page to help customers solve their problems even more efficiently.?

4. Feedback

Giving your customers or visitors a place to provide feedback and rate articles can help your brand improve its knowledge base over time, and it makes customers feel more connected with your brand. A simple star-rating system regarding the helpfulness or effectiveness of the article gives customers a chance to let you know which posts were helpful and which need improvement.

Many companies also find it helpful to include a small space that allows visitors to state what they did or did not find helpful about the piece. This more specific type of feedback may garner fewer results, but they should at least provide more information about what works and what doesn’t.?

Read the 5th BONUS point, which is a total game-changer here