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The 15 Best Knowledge Base Software Platforms & Tips for Selecting the Right One

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We are living in an information age, with instant access to information and knowledge available at the click of a button. Yet, many spend a large majority of their time combing through a cluttered market of content, as there is just so much out there. 

On the customer support front, customer preference for self-service is growing (we see this with online banking, or customers choosing self-serve baggage drop-off kiosks at airports). In fact, recent research from Gartner revealed that 59% of customers prefer to resolve their issues without contacting a customer service rep. Finding ways of providing options for customers to easily assist themselves will continue to be critical, and one of the primary ways that companies offer self-service is with online help centers, or knowledge bases. Here, we provide some tips on how to select the right knowledge base software for your needs, and key features to watch out for.

What Is a Knowledge Base?

They say that knowledge is power. And, there is power to be found in knowledge bases. 

Serving as centralized hubs, these dedicated spaces house all of a company’s most essential resources – information around recurring topics, issues and themes. Not solely a collection of help center and how-to-articles, however, knowledge bases can also include case studies, video tutorials and user forums – essentially, any content that helps customers better understand and make use of a company’s products or services. A key allure of knowledge bases is that they save customer support agents time from repeatedly answering the same questions, while also catering to the modern customers’ desire for self-service. Additionally, their 24/7 availability enables users to source information at any time of day.

What Does Knowledge Base Software Do?

On the surface, the general concept of knowledge bases seems quite intuitive. Organizing content all in one place = productive and efficient employees, and satisfied customers. Yet when creating knowledge bases, there is a need to go about it in a strategic manner. That is, just filling a knowledge base with content is not enough. How can it be customized and configured, harnessing its full capabilities, to make the most impact to both your customers and internal team members? For instance, is content organization and categorization top of mind? Ensuring that all important company notices are received and read by employees? Scaling your customer support? Consider what your goals and priorities are, and structure your knowledge base around this.   

Before constructing your knowledge base, it is first necessary to invest in the right software tool for your specific needs. This is where knowledge base software, aka knowledge management software, comes into play). These are a set of tools that allow companies to compile, house and share all company and product-specific information, all in one place. 

Such tools support different forms of knowledge bases, which can either be external (customer facing), or internal (for employees). While the former provides self-service options, the latter makes all aspects of a business operate in an efficient manner – human resources departments can use the knowledge base to keep employees informed, while product development teams can use it to track feature requests. 

How Do You Select The Right Knowledge Base Software?

Knowledge is also power when it comes to selecting the right knowledge base software for your specific needs. Each tool has its own features, to provide seamless navigability and help teams get the most out of their knowledge bases. A few essential features to watch out for include content management, AI and machine learning, a self-service portal, as well as feedback and analytics. 

To guide you in the selection process, we break down the key features of our picks for the top 15 knowledge base software solutions on the market today.

1. Zendesk

Offering the option of either self-service or hands-on assistance, Zendesk is ideal for teams looking to expand their customer support efforts around one central knowledge base. One of the earliest but still popular customer service software solutions on the market, Zendesk boasts AI-powered search and chatbots that immediately and automatically deliver relevant information from knowledge bases, so employees and customers get the information they need in a snap. Arguably, its most attractive feature is its numerous integrations, as it integrates with 1000+ prebuilt apps through the Zendesk marketplace. 

Zendesk’s Key Features

Zendesk Pricing

* both options include AI-powered knowledge management

2. Gladly

Gladly, a comprehensive Zendesk alternative, offers a “single knowledge base that scales.” By proactively suggesting standardized answers to popular questions that are configurable for various responses and lengths, the platform is a time-saver for agents.  

Gladly’s Key Features 

Gladly Pricing


*All options include access to a unified answers database for customer self service and help center

3. HubSpot Service Hub

With its all-in-one approach, cloud-based CRM HubSpot knows the ins-and-outs of customer support. Service Hub enables businesses to scale their customer support, unify their front-office teams and offer proactive customer service. A fully integrated CRM enables businesses to track user engagement, customer details and their interactions with a business. 

HubSpot Service Hub’s Key Features

HubSpot Service Hub Pricing

*Knowledge base tool not included in Starter package

4. ServiceNow

ServiceNow offers three versions of its Knowledge Management software – Customer Service Management, IT Service Management and HR Service Delivery – and each tool is available as part of the platform’s larger software suite. For each version, strong emphasis is placed on capturing, structuring, reusing and improving knowledge. ServiceNow’s comprehensive solution enables knowledge managers and other team members to take new data and information as it becomes available, use it to enhance their current knowledge, and, in turn, make improvements to their overall operations. 

ServiceNow’s Key Features

*As all software packages are priced on an individual basis, contact ServiceNow for information on pricing, and to get a custom quote.

5. Confluence by Atlasssian

With an emphasis on collaborative knowledge content creation, Confluence enables teams to work together in real-time using real-time editing, commenting, and notifications, ensuring that everyone is kept in the loop. 

Confluence’s Key Features

 Confluence Pricing

6. Bloomfire

In the remote and distributed world of work today, collaboration and maintaining connection between team members is more important than ever. Bloomfire is focused on keeping teams aligned and working towards the same goals, wherever they may be located. One of the platform’s key attributes is promoting self-sufficiency by removing information hierarchies, affording everyone access to the same knowledge, no matter their department, location or role. 

Bloomfire’s Key Features

Bloomfire Pricing

7. Document360

“Engineered for growing companies,” with its wide range of collaboration features, Document360 is ideal for larger teams. The platform offers both a knowledge base portal for editors and reviewers (content producers), as well as a knowledge base site for customers and employees (content consumers).  

Document360’s Key Features

Document360 Pricing

8. Guru

A “work wiki that people actually love,” Guru captures knowledge from Slack and elsewhere on the internet via a browser extension, and then converts that information into “cards” that are easily accessible by all team members. A powerful tool for internal communications, perhaps the software’s most unique feature is an AI that proactively suggests experts from teams to verify any new and updated knowledge.  

Guru’s Key Features

Guru Pricing

9. HelpCrunch

For this top-rated customer communication platform, all emphasis is on customer support, and providing 24/7 customer self-service. Also offering live chat, a help desk, email marketing, and pop-ups, the knowledge base tool is included in all of HelpCrunch’s subscription plans. 

HelpCrunch’s Key Features

HelpCrunch Pricing

             *both options include knowledge base functionality  

10. Help Scout

A “knowledge base software built for discovery,” Help Scout is designed for customer self-service. Allowing for maximum visibility and “answers anywhere,” knowledge base articles can be embedded onto any web page, so they look and feel like part of a company’s website.  

Help Scout’s Key Features

Help Scout Pricing

11. Helpjuice

Helpjuice is a popular choice for teams with limited developer support, as it offers numerous pre-made themes to choose from (as well as free expert customization). The cloud-based solution was designed to help businesses scale their customer support and collaborate more effectively with their teams. 

Helpjuice’s Key Features

Helpjuice Pricing

12. KnowledgeOwl

This feature-rich knowledge base software is suited for internal and external usage, empowering both internal teams and their customers to find the answers they are looking for. The convenient tool includes a built-in contextual help widget, custom branding and robust search features. 

KnowledgeOwl’s Key Features

KnowledgeOwl Pricing

*all plans include 1 knowledge base, additional knowledge bases can be added for $40/month

13. LiveAgent

With its combination of live chat, automation and ticketing, LiveAgent’s all-in-one help desk software enables teams to answer more tickets. Advantageous for companies that sell several products, brands or services, a single account gives them the opportunity to create unlimited knowledge bases, each of them with its own unique design, settings, and content.

LiveAgent’s Key Features 

LiveAgent Pricing

14. livepro

Although designed and built for the contact center, with livepro’s smart integrations and self-serve options, entire organizations can benefit from the solution (such as IT departments, marketing and compliance). The platform’s Knowledge Management Software has been designed to maximize customer experience, and empower workforces to boost customer service satisfaction ratings.

livepro’s Key Features 

livepro Pricing

Pricing is tailored to individual needs, contact for pricing details.

15. ProProfs

Featuring wikis, FAQs and a knowledge base, ProProfs enables companies to improve both their employee training and customer support. With its Microsoft Word-like editor, team collaboration, and powerful integrations, the platform takes a one-size-fits-all-approach to offer a user-friendly experience for all. 

ProProf’s Key Features

ProProfs Pricing 

Public help center (for customers)

Private knowledge base (secure access for employees and partners) 

Knowledge Bases + AI-Powered Chatbots = The Ideal Combo

There are numerous knowledge base softwares available, each with their own lists of features. As your needs are unique to your team and your industry, it is important to select the one that best fits your organization.

The ultimate combination? AI-powered chatbots, used in parallel with knowledge base tools, resulting in a fully comprehensive self-service experience. This allows you to harness the extensive information in your knowledge base, along with the advanced capabilities of an AI-powered chatbot, to accurately provide your customers with the information that they need, exactly when they need it. Additionally, AI-powered chatbots help make knowledge bases even more useful, by automatically pulling in and summarizing articles that are most relevant to a customer’s question. The end result: a great customer experience, and a high resolution rate when it comes to customer service tickets. 

Now, that is power. 

To see how Netomi’s chatbot solution can integrate seamlessly with your knowledge base, get in touch to book a personalized demo!

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