Chapter 7A
Knowledge Base & Help Centres
Creating your customer education hub
With videos, courses, and in-product guidance in place, you need a central platform to organize and deliver all this educational content. Knowledge management platforms serve as your education command center, where content is organized into learning paths, progress is tracked, and impact is measured.
Think of it as your customer education library, complete with organized shelves, reading rooms, and a helpful librarian who knows exactly what each reader needs. It transforms scattered content into structured learning journeys that drive customer success.
1.1 Why Knowledge Bases Matter
What you're building: A central hub that organizes and delivers your educational content at scale.
1. Organized Learning Journeys
2. Scalable Education
3. Measurable Impact
2.1 Best Tools for Knowledge Management
What you're choosing: The right platform for your education hub.
1. Skilljar
Quick overview: Dedicated customer education platform with robust analytics and integration capabilities
Best for: Companies building comprehensive customer academies with certification programs
Key Features:
- Custom learning paths
- Built-in content authoring
- Advanced analytics
- Certification management
- SSO integration
Limitations:
- Higher price point
- Complex setup
- Requires dedicated management
- Limited customization options
2. Intellum
Quick overview: Enterprise learning platform with advanced content delivery and engagement features
Best for: Large organizations needing sophisticated learning experiences with deep analytics
Key Features:
- AI-powered recommendations
- Social learning features
- Advanced gamification
- Custom branding
- Enterprise integrations
Limitations:
- Enterprise pricing
- Implementation complexity
- Technical expertise needed
- Resource-intensive setup
3. Gainsight
Quick overview: Customer success platform with integrated learning management capabilities
Best for: Teams wanting to tie customer education directly to customer success metrics
Key Features:
- Customer health tracking
- Journey orchestration
- Success planning
- Usage analytics
- Education workflows
Limitations:
- Limited LMS features
- CS platform focus
- Complex analytics
- Broader tool than needed
| Feature | Skilljar | Intellum | Gainsight |
|---|---|---|---|
| Custom Learning Paths | ✓ | ✓ | Limited |
| Content Creation Tools | Basic | Advanced | Limited |
| Analytics | Advanced | Advanced | Advanced |
| Certification | ✓ | ✓ | Limited |
| Customer Success Integration | Limited | Limited | Advanced |
| White-labeling | ✓ | ✓ | Limited |
| Price Range | $$$ | $$$$ | $$$$ |
| Implementation Complexity | Medium | High | High |
Choose Skilljar when:
Choose Intellum when:
Choose Gainsight when:
