FAQ software: Create the best FAQ pages

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 practice, 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?
• The 13 best FAQ software and tools
• Comparison of the top 13 FAQ software
• Features of FAQ software
• Benefits of having an FAQ tool
• Best practice for creating an FAQ page
• How to create an FAQ database
• How to choose the right FAQ software
• Frequently asked questions
• Try FAQ software for free

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.

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 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 centre 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 support agent. If a support agent 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 minimises 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 centre
• 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)
• Customisation 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 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 optimised 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
• Customisation 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

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
• Customisable 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

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’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’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 support 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’s FAQ site helps you build a branded experience for your customers. The software offers simple design customisations that allow you to tailor the portal with brand colours and logos. It also lets you use a customised 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 customisation

Pricing:

• Startup: $15 per user/month
• Enterprise: $20 per user/month

Free trial: 14 days

8. Help Scout

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 optimisation 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 optimised help centre, 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 provides well-designed FAQ software that can help streamline FAQ creation, publication and distribution to support 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 customisation options to create a branded experience. You can upload logos and match your brand colours as well as customise the look of your text with Google Fonts.

Features:

• 25 mailboxes
• Live chat
• Reporting and analytics
• Assignments
• Rules
• Customisable 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’s customisable 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 customisation
• 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

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, customisation 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
• Customisable HTML/CSS
• Category and subcategory organisation
• 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’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 customise 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 personalised help centre 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
• Customisable 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 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 customise 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
• Customisable 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

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.

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.

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

Building an FAQ page requires more than listing a few common questions and answers. Here is some best practice 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 analyse 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 analysing 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 organised 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 prioritise 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.

Optimise the page for SEO

Google can be the best friend of your FAQ pages and help centres - when they’re executed correctly. Optimise 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 optimise 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.
• Organise 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.

Now that you know the best practice 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. Organise: Structure your page for easy navigation.
4. Design: Customise 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.

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 (ie live chat, website, mobile app) where you want to distribute your FAQs.
• Flexibility and customisation options that match your branding needs.
• Collaboration tools for FAQ creators.
• Intuitive search and categorisation 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.