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Why Brands in UAE Should Use a Knowledge Base in 2024

Why Brands in UAE Should Use a Knowledge Base in 2024
Databeys CRM Consultant in Dubai
Customer Service
Databeys CRM Consultant in Dubai
March 25, 2024
Databeys CRM Consultant in Dubai
10 min to read
Sara Hassan

In today's dynamic and rapidly changing business environment, businesses are always looking for creative ways to optimize their processes, improve productivity, and maintain a competitive edge. Knowledge-based systems (KBS) have completely transformed the way businesses operate, bringing about groundbreaking technological advancements. Businesses in a variety of industries have opened up new avenues, revolutionized decision-making procedures, and attained previously unheard-of levels of success by utilizing artificial intelligence and expert knowledge. 

  • What is a knowledge base system?
  • What are the types of knowledge base systems?
  • What are the benefits of a knowledge base system?

A knowledge base system facilitates the effective acquisition, organization, and utilization of domain-specific knowledge by an organization, thus improving knowledge management, problem-solving, and decision support.

Types of Knowledge Base System:

With the rise of technology, KBSs have become essential tools for companies aiming to excel in the modern digital landscape. They automate routine tasks and offer intelligent decision support, making them invaluable in today's business world. Discover the incredible ways businesses have utilized KBSs to enhance their operations, stimulate growth, and achieve outstanding results. To get to know more about the two main types of knowledge base systems keep reading.

Internal Knowledge Base Systems:

Internal knowledge base systems rely on the expertise, information, and data that is generated, accumulated, and maintained within the organization itself. Internal knowledge base systems are tailored to the specific needs and requirements of the organization and are often used to support internal processes, decision-making, and problem-solving. These systems typically leverage internal resources such as:

Expert Knowledge: Knowledge contributed by subject matter experts within the organization, including domain-specific expertise, best practices, and insights.

Operational Data: Data collected from various internal sources, such as customer interactions, transaction records, and operational processes.

Company Policies and Procedures: Information regarding organizational policies, guidelines, procedures, and standards that govern business operations.

Training Materials: Documentation, manuals, training materials, and tutorials developed internally to educate employees and stakeholders.

External Knowledge Base Systems:

External knowledge base systems, on the other hand, rely on knowledge and information that is sourced from external entities outside the organization. External knowledge base systems enable organizations to tap into a broader range of expertise and resources beyond their internal capabilities. They are often used to supplement internal knowledge, fill gaps in expertise, and stay informed about industry trends, developments, and best practices. These systems leverage resources such as:

Publicly Available Information: Information obtained from publicly accessible sources such as online databases, industry reports, research publications, and government websites.

Third-party Expertise: Knowledge contributed by external experts, consultants, vendors, or partners who possess specialized expertise in specific domains or industries.

Vendor Documentation: Documentation, user manuals, support guides, and knowledge bases provided by software vendors, service providers, or suppliers.

Knowledge Base Tools

Understanding the importance of both internal and external knowledge base systems is essential for organizations to effectively manage knowledge, make informed decisions, and foster innovation. With the right approach to leveraging knowledge resources, businesses can gain a competitive advantage, successfully execute strategic initiatives, and reach their goals more efficiently.



Here is a brief overview of the most efficient knowledge-base tools available in the market.


Step into the world of Zendesk, where customer requests are handled seamlessly across multiple channels including email, chat, social media, and self-service options. Say goodbye to the complexities of customer support as Zendesk empowers agents to collaborate effectively using shared inboxes, service level agreements (SLAs), and streamlined workflows. Elevate your support experience with advanced analytics, customization options, and integrations, ensuring fast and personalized assistance for every customer.



  • Enjoy automatic ticket assignment, ensuring prompt routing of customer queries to the right agents, and streamlining your support process.
  • Provide customers with 24/7 access to a comprehensive library of help articles and troubleshooting guides, empowering them to find solutions independently, even outside of business hours.
  • Customize your Help Center to reflect your brand identity and improve user experience with branded elements, intuitive content organization, and self-service options.
  • Explore Zendesk's flexible pricing model, including a free trial option and affordable paid plans starting at just $19 per month, making it accessible for businesses of all sizes.

With Zendesk, the journey towards exceptional customer support begins. Elevate your customer service standards, streamline your support operations, and delight your customers with fast, personalized assistance that sets you apart from the competition.


Experience the power of HubSpot, your all-in-one solution designed to elevate your business across marketing, sales, and service domains, ensuring unparalleled customer satisfaction. Dive into the Marketing Hub, where a suite of tools awaits to captivate your audience through compelling content, seamless SEO optimization, engaging social media strategies, targeted email campaigns, and impactful advertisements. Businesses can attract, engage, and convert visitors effortlessly, all from one platform.

But it doesn't end there. The Service Hub takes customer satisfaction to new heights with its comprehensive ticket management system, robust knowledge bases, interactive live chat capabilities, and intelligent automation functionalities. Provide exceptional support and assistance to your customers, ensuring their needs are met promptly and effectively.



  • Effortlessly create and manage articles with the intuitive drag-and-drop editor, with no coding expertise required.
  • Deliver personalized search results tailored to visitors' preferences and behavior on your website, powered by data insights.
  • Reach a global audience by translating your knowledge base into multiple languages, expanding your reach and engagement.
  • Gain valuable insights into visitor engagement, views, and popular searches to optimize your content strategy effectively.
  • Enhance the browsing experience with machine learning-driven suggestions of relevant articles based on customer search queries.
  • Save time and boost customer satisfaction with automated bots that provide instant answers to customer queries.

And the best part? HubSpot offers a range of pricing plans to suit every business need, including a free plan with limited features, as well as affordable paid plans starting at just $15 per month. With HubSpot, the possibilities are endless. Elevate your business, engage your customers, and keep them satisfied with the ultimate all-in-one solution.

Right Tool for Business in UAE

Zendesk and HubSpot, two popular KBS platforms, offer diverse features and capabilities for different company demands. Businesses focused on customer support and service management would benefit from Zendesk's comprehensive solutions for managing consumer requests across numerous channels.  HubSpot is ideal for holistic client engagement because of its drag-and-drop article authoring, tailored search results, and language support. 

Here’s a clear comparison between Zendesk and Hubspot. Keep reading!

Features Zendesk HubSpot
Customer Support & Ticketing Smooth ticketing & help desk solutions, automated workflows, multichannel support Customer support tools, ticketing, live chat, email management, integrated CRM
CRM Capabilities Focuses on customer support, integrates with various CRM systems Comprehensive CRM platform with contact management, lead tracking, sales & marketing automation
Marketing Automation Integrates with third-party platforms for marketing automation Strong marketing automation tools for email marketing, lead nurturing, and social media management
Sales Automation Limited sales automation features, primarily ticket-based Extensive sales automation including lead scoring, email sequences, pipeline management
Reporting & Analytics Offers support metrics tracking, agent performance Provides insights across marketing, sales, and customer service functions
Integration Ecosystem Wide range of integrations with third-party applications Extensive integration ecosystem with over 500 integrations
Ease of Use User-friendly interface, intuitive navigation Clean interface, drag-and-drop functionality, easy to use

Final Verdict

When making a decision between Zendesk and HubSpot, it is important to take into account the unique requirements and priorities of your organization. Zendesk may be the optimal selection if one's main focus is on customer support and ticket management. Nevertheless, if one is seeking a complete platform that seamlessly combines information management with marketing and sales, HubSpot may be a suitable choice. In order to make a well-informed decision that is in line with your aims and objectives, it is crucial to assess your business requirements and conduct a thorough comparison of the features and prices offered by both platforms.

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