A knowledge base is perhaps the most integral piece of the puzzle when it comes to selecting the best knowledge management software.
In developing a comprehensive knowledge base, you’ll be developing a Single Source of Truth to house your organization’s collective knowledge in its entirety. In turn, this will allow you to offer self-service support to your team, your customers, and other stakeholders as they will be able to find and use this knowledge as needed to stay productive and to continue on their path to success.
Before you can begin creating your knowledge base and knowledge content, you’ll need to invest in the right knowledge base software for your specific needs.
In this article, we’ll take a look at some of the best knowledge base tools available today — and help you figure out which will best help you supercharge your knowledge management efforts on the whole.
Before we do that though, we'll provide a brief overview of knowledge base software such as the benefits of using a knowledge base for your business as well as what features you should look for when trying to figure out the best knowledge base platform for your business.
Feel free to explore by clicking on any of the following links:
- What is knowledge base software
- Types of knowledge bases
- How knowledge base software can help your knowledge management efforts
- Knowledge base software benefits
- Knowledge base software versus other knowledge sources
- Features to look for when choosing the best knowledge base software for your business
- The top knowledge base software platforms in 2022
What is Knowledge Base Software?
Knowledge base software allows you to create a centralized digital library that can be used to easily organize, find, and share knowledge that would otherwise be spread out in multiple locations.
A knowledge base can be created for:
- External use in an effort to improve customer support
- Internal use to improve things like people operations like employee onboarding or employee training
- Both external and internal use
Because there are many different use cases for knowledge bases, no two are exactly the same. Still, the overall goal of all knowledge base software is to ensure the right people have access to the organizational knowledge they need, whenever they need it.
Types of Knowledge Bases
While the content of specific knowledge bases varies based on numerous factors, most typically include information regarding how to get started using specific products, get more use out of advanced features, and overcome common problems or issues.
With that said, let’s briefly take a look at the two types of knowledge bases you may want to create as well as what information they may contain.
1. External / Self-Service Knowledge Base
An external or self-service knowledge base (also known as a customer-facing knowledge base, help center, or support site) is where customers can go to learn anything they’d ever need to know about a company’s products or services.
Typically an external knowledge base will include things like:
- Answers to frequently asked questions
- User documentation and manuals
- Product walkthroughs
- How-to and demo videos
- Troubleshooting material
2. Internal Knowledge Base
An internal knowledge base (also known as an employee knowledge base) is typically utilized as a way to allow employees to collaborate and share all company knowledge and information internally.
Some of the things you may find in an internal knowledge base include:
- Company policies
- Employee handbook
- Employee onboarding and training material
- Process documentation
- Technical documentation
- Software documentation
The Role of Knowledge Base Software in Knowledge Management
Knowledge management involves the process of collecting, storing, organizing, sharing, and transferring organizational knowledge. When done properly, knowledge management improves organizational success as it enhances the way that an organization utilizes the talent of its employees by properly leveraging their knowledge.
Effective knowledge management ensures that all the people in your organization, regardless of experience, have access to equal knowledge. Your least knowledgeable or most junior employee should have access to the knowledge possessed by the most knowledgeable or most senior member of an organization.
The way this is achieved is by capturing your various team member's knowledge and distilling it to the less experienced employees in an effort to help get them up to speed and improve productivity.
This is why knowledge base software is essential to effectively managing organizational knowledge.
A knowledge base allows the right people in your organization to have access to the right knowledge at the right time as well as share this knowledge so that it can be put into action when needed.
While knowledge management is the process of enabling the flow of knowledge to the intended audience, knowledge base software is the tool used to enable these processes to happen successfully.
The Key Benefits of Using Knowledge Base Software
While we’ve already touched on the types of knowledge base software as well as some of the benefits of using knowledge base software, it’s worth taking a closer look to see just what it can do for your customers and your team.
Self-Service For Your Customers
Creating an external knowledge base allows your team to deliver scalable support to your customers, in a couple of ways.
For one thing, a self-service knowledge base proactively delivers the information your customers need, whenever they need it. In other words, they won’t need to wait for your support staff to be available to solve their problems — they can just take care of it on their own.
Thanks to Helpjuice, we're seeing 40% more customers self-service themselves.
– Javier, Head of Customer Care Planning, Virgin Mobile
This self-service option empowers the customer, allowing them to take more control over their experience with your products and services. This enables them to achieve ever-higher goals — many of which they may not have even had when starting out with your brand.
And, because many of your customers will be better able to serve themselves, your support staff will be better able to help those who do need hands-on support.
"We were getting too many support tickets each day. With a concerted effort we were able to reduce our tickets from around 90 a day to around 30 a day. This has helped us provide a much better customer experience and cut our response time in a third.”
– Jim Lindquist, Senior Operations Specialist, ShowMojo
Knowledge base software helps you put structures in place to enhance your overall customer experience, period.
The more support your customers get, the more likely they are to succeed. In turn, they’ll be all the more likely to stick with your brand for the foreseeable future.
Internally For Employees
Your team will also benefit from creating both an internal knowledge base as well as an external knowledge base. Here are just some of the benefits of making use of knowledge base software for employees.
1. Improve Customer Support
As noted above, a customer-facing knowledge base minimizes the need for your support staff to provide hands-on assistance, enabling the customer to solve common issues on their own. This, in turn, means more time and energy on-hand to spend on more complex support tickets and other processes.
Helpjuice has allowed a small team of three to support a company of 5,000 employees — during the COVID-19 process, no less. Overall, the team sees a 40% reduction of support requests...Our inquiries and requests in the group inbox has gone down by 15% since the transition to Helpjuice.
– Jenn Esqueda, Project Manager, Vacasa
2. Bolster Your Employee Onboarding and Training Capabilities
Your internal knowledge base is also where you’ll hold all of your onboarding and training materials. Similar to the way a customer-facing KB empowers your audience, an internal one allows your employees to take control of their own professional development as they’ll be able to find the learning materials they need at their own pace.
"Helpjuice provides our teammates an organized, efficient, and complete environment from which to learn and learn quickly.
We anticipate this will reduce onboarding time by about 50% (probably 6 month-ish) while also allowing teammates to come out the other side of the employee onboarding process knowing/retaining 70% more information."
– Jordan Rath, Manager, DaVita
3. Improve Knowledge Sharing
Your various teams can also benefit from creating and using the knowledge base, themselves.
In the first place, creating a knowledge base should be an all-around team effort, requiring knowledge to be shared by members of all departments.
Once your team has created the knowledge base (and continues to build upon it), they can then begin using it as a central database of information moving forward. This free flow of knowledge will allow all departments to stay “on the same page” when engaging with customers, as it will guarantee the information they provide remains consistent.
4. Enhance Knowledge Retention
Finally, maintaining an internal knowledge base ensures your organizational knowledge remains intact, even as employees leave your organization. If you use a knowledge base for no other reason, the ability to maintain and retain your knowledge assets over time simply can’t be overlooked.
“Building a library of content and being able to easily organize and maintain it has cut down on knowledge loss when a team member leaves the company or goes to another department.”
– Melissa Stone, Sales, Apptegy
5. Improve Business Efficiency
An internal knowledge base can have a far-reaching impact on your team’s overall performance, as well.
To start, the less time it takes for your employees to get the knowledge they need, the more time they have to focus on actually accomplishing what they intended to in the first place.
Moreover, by centralizing your knowledge in one place, you’ll be able to minimize organizational silos as your various teams will become more aligned in terms of the big picture and day-to-day activities within the organization. All organizational knowledge is readily accessible to all members of your team — meaning everyone can easily stay on the same page at all times.
“Cutting down on internal silos has been a major goal of mine, and with Helpjuice we have been able to bookmark and use a simple tool to keep everyone on the same page.”
– Melissa Stone, Sales, Apptegy
Knowledge Base Software vs. Other Knowledge Sources
Before we discuss what features to look for when choosing knowledge base software, let’s clarify that a knowledge base is not the same as an FAQ page, wiki, intranet or help desk tool.
Let’s quickly discuss where the key differences lie and why knowledge base software is a better platform for managing your organization’s knowledge.
Knowledge Base Software vs. FAQ Page
If you look at things from a high level, there is an overlap between the functions of a KB and those of an FAQ page. Each serves to proactively deliver information and support surrounding commonly-encountered issues, and answers to frequently asked questions.
But, there is a major difference between the two, as well.
FAQ pages are typically static, providing quick, surface-level answers to common questions. In contrast, knowledge base software allows you to create dynamic pages that provide an immersive learning experience for your audience. Moreover, knowledge base software provides you with analytics so that you can see how customers interact with your content, what topics they consume, and measure an article’s impact. This ensures that you actually provide answers to questions that customers want answered as opposed to what you think they want answered.
In essence, knowledge base software can be used to create FAQ pages, however as you’ll see in a bit, knowledge bases aren’t restricted to just addressing frequently asked questions by customers.
“It’s much easier keeping our knowledge base updated and organized through Helpjuice than it is to keep track of multiple Google Docs or static HTML files.”
Nicole, Support Manager, Collage.com
Knowledge Base Software vs. Wiki Software
While wiki software like Atlassian’s Confluence allows for collaborative content creation, it lacks the many other operational features that knowledge base software is known for. It’s the difference between making due with a basic solution, and being able to ramp up your efforts with a more dedicated tool.
Wikis are also typically open to an entire organization for editing purposes which leads to them being updated in a less structured, more “free” manner. This can cause misinformation to be spread, out-of-date information to be overlooked, and new information to slip through the cracks.
Knowledge bases, in contrast, are managed in a more structured, standardized way by your dedicated KM team. In turn, you’ll always know the information being delivered via your KB is accurate and up to date at all times.
“We used Google Wiki/Sites (forget the actual name), which was a nice free offering in the early days to get us started but we quickly outgrew it, especially as we needed to build out a true knowledge base with a fast search function.”
Alan F, Cofounder, Boomtown
Knowledge Base Software vs. Intranet Software
In fact, intranets were the gold standard for enabling employees to communicate, collaborate, and share documents, PDF’s, and other files. However, many companies are beginning to realize how frustrating intranet software is for managing company knowledge.
For starters because intranet software has limited permission control, users can constantly add files without any oversight which can lead to duplication and system bloating. In turn, information takes longer to find, assuming that it can be found in the first place.
Additionally, intranet software has no version history, which can lead to an employee following a policy or procedure that is no longer in effect.
As we’ve already mentioned, knowledge base software is more structured, making it easy to navigate and find the information you need. Additionally, knowledge base software comes with permission controls and version history, enabling you to limit who can update content as well as ensuring that whatever content is being accessed and shared is the most updated version.
“Prior to using Helpjuice, we were using a centralized intranet as well as shared drives to communicate policies and procedures as well as changes to those policies and procedures.
The issue was that employees expressed issues with 'not knowing where to look' for the information they needed to answer client questions and/or complete the tasks associated with their job. In turn, this led to inefficiencies and a poor experience for our clients.
Switching to Helpjuice allowed us to centralize all of our information and job aide resources. The search feature is so powerful that our associates are often able to find the content they are looking for before they even finish typing the search term!”
Jennifer Hoffman, Knowledge Manager, Capital City Bank Group
Knowledge Base Software vs. Help Desk Software
Both self-service knowledge bases and help desk ticketing software allow you to provide laser-focused support to your customers.
Help desks facilitate direct engagement between your customers and your support staff, while knowledge bases provide a self-service option to your audience.
While your knowledge base allows you to proactively deliver information and support to your customers, your help desk software is for processing actual support tickets and inquiries.
As we’ll discuss throughout this article, the more comprehensive your knowledge base, the less your customers will need to rely on your help desk to get the support they need.
(One thing to note: Help desk software providers like Zendesk provide the ability to create a knowledge base as a feature of their software. However, because the ability to create a knowledge base is a feature as opposed to a standalone product, you’ll find that the knowledge base you can create with these help desk providers is hard to use and manage as well as comes with poor search capabilities and limited analytics).
"Initially we looked into Zendesk's knowledge base solution. We were not impressed with the features or the pricing associated with their product.”
Tanner D., IT Support, Lehi City
“We had been using the Help Center add-on from Zendesk… The design/layout wasn't great, and it was difficult to customize.”
Ryan Hughes, Product Marketing Manager, IPV
Who Can Benefit From Using Knowledge Base Software?
Any organization, of any size, operating in any industry can benefit from the use of knowledge base software.
As we said earlier, no two knowledge base tools are exactly the same. There are many KB tools available on the market today — each of which can prove valuable to a variety of organizations, depending on their circumstances.
- Small startups can use knowledge base software to automate on-demand customer support
- Growing small businesses can use knowledge bases to begin centralizing their team’s ever-growing organizational knowledge
- Enterprise companies will rely on knowledge base software to allow their massive, widely spread-out team to share knowledge as well as transfer knowledge effectively and efficiently
We’ll revisit this a bit later on when we discuss the three key “types” of knowledge base software available, and which is most appropriate for specific organizations with specific needs.
For now, just know that, regardless of where your organization currently stands, your team will benefit from the strategic adoption of knowledge base software into your overall tech stack.
Essential Knowledge Base Software Features
With so many knowledge base solutions to choose from, the prospect of figuring out which is right for your team’s needs may feel a bit overwhelming.
But it doesn’t have to be.
Really, you simply need to take stock of your team’s current situation, what you expect to be able to do with your knowledge base software of choice, and where you hope it all leads you.
Let’s take a closer look at what we mean here.
Which Knowledge Base Features are Non-Negotiable for Your Team?
It’s vital to assess your team’s specific needs when it comes to creating a knowledge base.
For example, a non-tech savvy team may want to find a knowledge base tool that’s easy to use — and a provider who makes it even easier. For these teams, a user-friendly interface, coupled with informative documentation and customer service will be necessary to spur their knowledge management capabilities.
On the other hand, a larger, more tech-savvy team may not need much hand-holding when building their knowledge base. Such teams will likely be more concerned with having advanced options for customizing their knowledge base as well as API access.
Some features to consider:
- User-Friendly Content Authoring. In order for you to have a knowledge base that provides value, you need to have content. And to have content, you need your team to be able to create content. This means your software should come with an easy-to-use editor that allows your team to add, format, and manipulate text as well as images and videos.
- Collaborative Authoring and Formatting. The ability to collaborate within a document can allow you to streamline the process of knowledge creation and documentation.
- Laser-Focused Search Features. The whole point of a knowledge base is to deliver the right information to an end-user when they need it. That’s why it’s essential to have advanced search capabilities so that users can quickly find the information they need.
- Unique Customization Options. Creating a knowledge base that looks off-brand will likely lead to confusion and put users to create a truly tailored experience for your users.
- In-Depth Reporting and Analytics. It’s essential to track content consumption. This will allow your your team to continuously make improvements to your knowledge base articles.
- Access Control. With access control, you can control who gets to see what. While this feature may not be important if you’re just planning on creating a self-service knowledge base for customers, it’s essential if you’re planning on creating an internal knowledge base.
- Version History. This is an important feature to look for if you plan on having multiple people working on the same document or update content frequently. Version history lets you edit your documents and automatically saves changes along the way with the ability to see what changes have been made as well as reverting back to an older version if necessary.
- Powerful Integrations. Automate and simplify your knowledge management tasks so your team can focus on “big picture” processes.
- API Access. Integrate your knowledge base into your existing software with ease.
Knowledge Base Software Deployment Options
Knowledge base providers typically take one of three approaches for delivering their software:
- SaaS (software-as-a-service) model
- Open-source software
- Free or freemium tool
Let’s take a look at what each type has to offer — and which solution might best suit your team’s needs.
SaaS Knowledge Base Software
Many knowledge base software providers, such as Helpjuice, take the SaaS approach to serving their audience.
Basically, this means the customer pays a monthly subscription fee to the provider in exchange for access to the software. The provider also takes care of server maintenance and security, and offers various levels of service and support to its individual clients.
For teams looking for a comprehensive, user-friendly solution to their knowledge base needs, the SaaS option is the best bet.
With no hardware or software installation needed, teams can quickly create, manage, and access knowledge base content at any time, on any device. The software’s user-friendly interface — coupled with open access to customer support — ensures your team will get the most possible value out of their knowledge base over time.
SaaS knowledge base providers often offer tiered levels of service, meaning a low barrier of entry for small and growing businesses. The fixed cost-per-month, at any tier, is a small price to pay for access to the software and laser-focused service and support.
Regardless of the service tier, most SaaS knowledge base tools allow users to customize the interface in a variety of ways.
Going with the SaaS option will allow you to get your knowledge base up and running in no time while keeping costs and downtime to a minimum. If you need a knowledge base tool that will grow with your team, SaaS is the way to go.
Open Source Knowledge Base Software
Other knowledge base software providers take the open source approach, in which they give your team access to the code for the KB software — your team can then tailor the software to their specific needs.
This means that your team will be responsible for maintaining the software, in addition to the servers on which their knowledge base will be hosted.
Unlike the SaaS option, open source software is usually offered free of charge by the developer. Again, the main trade-off here is that you’ll be responsible for pretty much every process related to your knowledge base software — with minimal support from the developer.
Overall, open source knowledge base software is the best option for teams that:
- Want to have complete control over their KB’s interface and features
- Have the capacity to maintain and improve the software over time
Free/Freemium Knowledge Base Software
If your team has absolutely no experience using a knowledge base or you are using a CMS like WordPress which has free knowledge base themes or plugins, these free options may seem like a good place to start. Going this route, you’ll be able to get your team’s feet wet in a completely no-risk environment, allowing them to get acclimated with the basic features of modern knowledge base software.
But, your team will quickly find their hands tied once they get the hang of using the new software. Depending on the specific free tool being used, there may be restrictions on the features the team can use, the number of users the software supports, or the number of customizations that can be done to the template.
Additionally, these free options typically have no analytics and limited search functionality that’s keyword-based.
Ability For a Demo or Trial
The best way to ensure that the knowledge base software you choose will be able to help with your goals is to get a personalized demo and then try the software out (ideally for free).
During a demo, a sales representative can show you exactly how their company’s knowledge base software works as well as answer any questions or concerns that you may have.
After a demo, you’ll ideally want to try the software out to get a better idea of how the software works as well as get an idea of strengths as well as any possible weaknesses.
The 15 Best Knowledge Base Software Platforms for Your Business
We know how important it is to create a comprehensive, fully-functional knowledge base.
And we have a pretty clear idea of what “fully-functional” knowledge base software looks like by today’s standards.
Now, let’s take a look at 15 of the best knowledge base tools around.
Helpjuice’s simple, easy-to-use interface allows teams to begin creating knowledge content and putting together their overall knowledge base within minutes. Those looking for more advanced editing and customization options can dig into their knowledge base’s source code to tailor it to their needs.
Teams can collaborate remotely and in real-time directly within Helpjuice’s interface. Managers can assign tasks, make comments, and request revisions with ease — and can just as easily keep track of version history for each piece of content created.
As time goes on, Helpjuice’s reporting and analytics dashboard will help you make improvements to your knowledge management initiatives that will have a positive impact on your customers’ and your team’s overall productivity.
The best part? All of Helpjuice’s features are available at each pricing tier — making for streamlined scaling of your knowledge management efforts as your company grows in size.
- Easy-to-use article editor with WYSIWYG and markdown options
- Live commenting feature that allows you to collaborate with other members of your team on any knowledge base article in real-time
- Google-like, AI-powered search combs plaintext, PDF, and even image content for keywords and phrases
- Powerful analytics lets you understand how users search and use your knowledge base
- Integrates with a number of other tools directly like Slack, Microsoft Teams, Freshdesk, Salesforce, and more
- Excellent customer support, hands-on user onboarding, and free expert customization
- Starter: $120/month for up to four users
- Run-Up: $200/month for up to 16 users
- Premium Limited: $289/month for up to 60 users
- Premium Unlimited: $369/month for unlimited users
Zendesk is another versatile tool for creating both internal and customer-facing knowledge bases.
Ultimately, Zendesk is all about enabling teams to deliver killer service and support to their customers. Whether via self-service or supercharged hands-on assistance, Zendesk allows you to quickly give your users the info they need to accomplish their current goals — and then some.
For teams looking to grow their customer support efforts around a central knowledge base, Zendesk offers a feature-rich, user-friendly solution. Zendesk’s support for multiple channels (from email and text to social media and live chat) means your employees and your customers will never have to go far to get what they need to succeed.
- AI-powered search and chatbots deliver relevant information immediately and automatically
- Content management and administration tools ensure the integrity of your knowledge content at all times
- Integrates with Zendesk’s other customer service tools, along with hundreds of third-party apps via the Zendesk marketplace
- Suite Growth: $79/month per user
- Suite Professional: $99/month per user
(Note: Zendesk’s lowest two pricing tiers do not include knowledge management functionality.)
Atlassian’s Confluence also aims to help teams supercharge their customer service efforts through strategic knowledge management and a user-friendly knowledge base.
By integrating with Jira’s helpdesk software, Confluence can easily deflect basic support tickets — enabling users to quickly find the solutions they need on their own. Support teams can then track these self-service instances and follow up with customers whenever necessary.
Confluence’s main focus, though, is on collaborative knowledge content creation. Whether creating new content or making improvements to existing knowledge assets, teams can work together in real-time using Confluence — with managers maintaining and doling out administrative control to necessary stakeholders.
- Real-time editing, tagging, commenting, and notifications keep all knowledge creators in alignment
- User dashboards keep teams, customers, and other stakeholders apprised of changes to knowledge base content and overall knowledge management processes
- Integrates with Atlassian’s software suite and dozens of other tools to further solidify your knowledge base as your SSOT
- Free: Up to 10 users, 2GB of storage, and basic documentation features
- Standard: $5/month per user, up to 20,000 users, 250GB of storage
- Premium: $10/month per user, up to 20,000 users, unlimited storage
- Enterprise option available
Hubspot’s entry into the knowledge base software fray is all about helping your customers help themselves.
Like Zendesk and Confluence, Hubspot’s knowledge base tool is part of an all-encompassing suite of tools aimed at enhancing the overall customer experience. By integrating with your CRM, you’ll be able to track user engagement and proactively deliver need-to-know info to your individual customers right when they need it.
Through user tracking and interactive, on-page surveys, Hubspot Service Hub helps you make laser-focused changes to your knowledge content in order to better serve your customers. You can also use Hubspot’s suite to trace customer satisfaction and success to your knowledge base content and other support initiatives.
Hubspot Service Hub Features
- Fully-integrated customer support solution ensures support tickets are always resolved in the most efficient way possible
- Interaction tracking and feedback management enables continuous improvement to knowledge content
- Integrates with thousands of third-party apps via Hubspot App Collections
Hubspot Service Hub Pricing
- Professional: $360/month per user
- Enterprise: $1,200/month per user
- (Knowledge base tool not included in Starter package.)
LiveAgent has been a top name in the customer support software industry for a while now...so it’s no surprise their knowledge base tool appears near the top of this list, as well.
LiveAgent’s user-friendly interface walks teams through the process of creating, configuring, and customizing their knowledge base to their liking. From there, LiveAgent’s WYSIWYG editor makes creating knowledge content a breeze for even the least tech-savvy among us.
Perhaps one of the biggest selling points of LiveAgent’s knowledge base tool is the ability to create multiple KBs as needed. This is an invaluable option for companies that sell a wide variety of technical products, offer multiple services, or serve a number of industries in different ways.
In any case, LiveAgent’s KB tool enhances your team’s ability to deliver effective and efficient customer service in the exact way your customers need.
- Customizable search widget helps point users to the needed solution with ease
- Team-created forums allow employees, customers, and other stakeholders to share knowledge in a traditional digital format
- User-friendly survey and feedback tools make it easy to add to and improve your customer-facing knowledge base in time
- Ticket: $15/month per user
- Ticket + Chat: $29/month per user
- All-Inclusive: $39/month per user
Subscribers at any level (besides the Free version) can create a single knowledge base, with additional KBs offered at $19.99/month per user.
ServiceNow actually offers three different versions of its knowledge base software:
- One for customer service management
- One for IT support enhancement
- One for HR and other internal operations
(Note that each KB tool is available as part of ServiceNow’s larger software suites — each focusing on the above processes.)
ServiceNow’s KB offering(s) focus heavily on real-time knowledge harvesting and documentation. As new data and information becomes available, knowledge managers and other team members can immediately use it to enhance their current knowledge, and in turn make improvements to their overall operations.
- Knowledge blocks keep related knowledge tied closely together, while also reducing redundant knowledge creation over time.
- Knowledge subscriptions allow individual users to stay up-to-date with changes in certain domains.
- Machine learning-powered reporting and analytics helps teams identify knowledge gaps, in turn enabling them to improve their knowledge documentation and collective knowledge altogether.
- ServiceNow’s software packages are priced on an individual basis.
While Microsoft’s SharePoint is technically a document management system, it comes with a bunch of wiki templates that can be used to turn SharePoint into a hybrid internal knowledge base. Over 200,000 organizations worldwide use it to share, store and collaborate on documents.
Microsoft SharePoint Features
- Extremely customizable
- Easy integration with existing Microsoft apps as well as SharePoint specific add-ins to integrate with apps outside of Microsoft's suite of software
- User-friendly survey and feedback tools make it easy to add to and improve your customer-facing knowledge base in time
Microsoft SharePoint Pricing
- Plan 1: $5/month per user
- Plan 2: $10/month per user
- Plan 3: $20/month per user
While you can turn SharePoint into a knowledge base with the cheapest plan, it's missing a lot of features that you may need if you're looking to create a more robust knowledge base, in which case you'll want to go with one of the more expensive plans.
8. Help Scout
Help Scout is a popular customer service platform that offers multiple features to allow your business to better support its customers. One such features is Docs which allows your business to create a knowledge base that can be used externally as well as internally.
Help Scout Features
- Easy-to-use so that you can create an external or internal knowledge base in minutes
- Access to Beacon, a chat-style widget that can be embedded on any page of your website, giving users access to your knowledge base from anywhere on your site
- Integrates with Help Scout's shared inbox making it easier for your agents to support customers
Help Scout Pricing
- Standard: $20/month per user
- Plus: $35/month per user
- Company: Contact Help Scout for pricing
Notion is a tool for teams that already have a basic, wiki-style knowledge base in place — and are looking to ramp things up.
It’s an all-in-one solution, allowing teams to combine knowledge management, project management, and other procedural tasks into one supercharged initiative. Those that had previously been using separate tools can migrate existing knowledge documents into Notion with ease.
From there, Notion will automatically organize and prioritize knowledge content based on use cases, importance, and overall value. This makes for highly-contextual, on-demand learning experiences for your team and customers — and higher levels of productivity for all involved parties.
- Drag-and-drop interface makes for simple knowledge creation, editing, and polishing.
- Over 100 customizable content templates to ensure effective communication and comprehension of in-depth topics.
- Project management features reinforce and further streamline teams’ knowledge management efforts at all stages of the process.
- Personal: Free for individual use with up to five guest users
- Personal Plus: $4/month for one user and unlimited guests
- Team: $8/month per user
- Enterprise: Contact Notion for pricing
Slite’s software focuses squarely on helping teams create and manage a cohesive and comprehensive internal knowledge base.
As such, Slite allows teams to surface and document new knowledge as it arises. From meeting minutes and project updates, to customer engagement data, to emerging best practices and procedural changes, Slite makes it easy for teams to showcase new information in real-time — and for stakeholders to access it as needed.
Slite’s software is also highly scalable. While less tech-savvy teams can likely get started with Slite’s basic content creation features with ease, advanced users are free to take advantage of the more technical and “heavy” features offered by the tool.
- User dashboard provides newly-created and recently-updated knowledge content in context.
- Collaborative tools enable freeform brainstorming and content creation in real-time for both remote and on-premise teams.
- Ongoing performance tracking allows for continuous improvement of knowledge content and KM processes.
- Free for up to 50 knowledge documents
- Standard: $6.67/month per user for unlimited knowledge docs
- Premium: $12.50/month per user for advanced permissions and OpenID provisioning
11. Genesys DX
Whether being used for internal or customer-facing purposes, Genesys DX’s knowledge base tool aims to eliminate information silos and facilitate productivity on all fronts.
With Genesys DX, teams can create dynamic, interactive, and engaging knowledge content for all stakeholders to use. While rich media support allows users to dive deeper into their learnings in multiple ways, interactive surveys and comment forms enable them to provide immediate feedback regarding your knowledge content.
Genesys DX’s search optimizing functionality enables teams to make knowledge content more accessible — while also improving the quality of the content at the same time. Here, the tool helps by surfacing related and alternative keyword phrases for all knowledge content — in turn ensuring all users are easily able to find the information they need to make progress.
Genesys DX Features
- Natural language processing automatically analyzes search queries to determine the user’s contextual needs — and deliver relevant value accordingly.
- Chatbot and ticket escalation technology combine to enable self-service, while also ensuring high-priority issues get the hands-on attention they deserve.
- Multichannel communication support lets users get the help they need on any device.
Genesys DX Pricing
- Genesys DX is priced individually based on your organization’s needs.
livepro’s knowledge base tool is dedicated to streamlining customer support and contact center processes — and more.
On the frontend, support teams can use livepro to surface and deliver solutions to external users on any digital or physical channel. On the backend, livepro helps onboard new employees and bring them up-to-speed quickly and effectively.
livepro also offers customizable guidance for all knowledge management processes. For teams just getting their KM initiative off the ground, livepro’s tool provides a clear path to success.
And, as your team gets the ball rolling, livepro’s analytics tools will help identify your most successful knowledge content — as well as that which may be in need of improvement.
- Integrates with other KM-related software, along with dozens of other tools aimed at improving customer relationships and experiences.
- Sentiment analysis enables support teams to go into customer engagements with the right approach, mindset, and preparation.
- Forums allow teams and users to engage and dive deeper into specific topics in a more personal and personable manner.
- livepro’s pricing is tailored to individual team needs.
Shelf’s goal is to have teams start seeing clear, ROI-driven results from the moment they start using their knowledge management tool.
Automation plays a role in pretty much every aspect of Shelf’s functionality. From identifying critical knowledge for documentation purposes, to delivering this information as needed, to improving knowledge content for all stakeholders, Shelf aims to take the menial, time-consuming parts completely out of the equation.
- Publication workflows help streamline and systematize knowledge management processes from start to finish.
- Full-text search capabilities ensure users will always be able to surface the knowledge they need.
- Live chat allows support staff to pick up where automation left off when escalation becomes necessary.
- All three tiers of Shelf’s services are priced according to individual team needs.
14. USU Knowledge Management
USU’s knowledge base offering is ideal for contact centers, IT service desks, and enterprise companies looking to automate their KM processes.
USU’s AI-powered predictive capabilities give teams a holistic overview of their knowledge management efforts — and provide clear direction for how to improve moving forward. Asset management and content alerts also ensure your knowledge content stays up-to-date over time.
Like the other tools on this list, USU’s main goal is to automate KM processes wherever possible while also equipping knowledge teams to improve their workflows and documentation as needed.
USU Knowledge Management Features
- AI-powered decision support ensures your knowledge teams and customer-facing staff always make the right call.
- Interactive knowledge content delivers important information conveniently and effectively to all stakeholders.
- USU’s customizable UI (on both the backend and front end) allows teams and organizations to tailor their knowledge base to their specific needs.
USU Knowledge Management Pricing
- USU’s software is priced according to individual needs.
Bloomfire’s software helps teams evolve their knowledge management efforts to the point of knowledge engagement.
In other words, it’s less about creating and storing knowledge for posterity or for “whenever it’s needed”, and more about doing so for truly practical purposes. As remote work becomes more prevalent, and teams become more decentralized, Bloomfire aims to maintain organizational alignment through knowledge-focused initiatives.
Bloomfire uses automated reminders and responders to create feedback loops for knowledge creators and managers. More than just prompting and incentivizing employees to add to your collective knowledge, this also ensures they understand the true impact their efforts have on your team’s productivity over time.
- Interactive dashboards and feeds surface need-to-know info, as well as knowledge content in need of updating.
- AI-powered, dynamic search points users to the right knowledge content with minimal effort on their end.
- Employees and team leaders can easily track contribution efforts — and can help knowledge creators improve these efforts in time.
- Basic: $25/month per user
- Enterprise: Contact for pricing
Why Choose Helpjuice as Your Knowledge Base Software Solution?
Alright, you caught us.
We just talked about the importance of finding “the right knowledge base for your organization”.
Now, we’re telling you to go with our solution, without knowing anything about your company’s circumstances.
Well...that’s because Helpjuice’s knowledge base software is designed to cater to businesses of all shapes and sizes.
- Virgin Mobile deliver support to 40% more customers via self-service options
- McLean Financial Services double the effectiveness of their training sessions
- Packaging company Azapack improve operational efficiency across the board
Need more proof? Here’s what our customers have to say:
Launching Helpjuice we are expecting to engage the whole staff in a different learning process which is easier, fun and saves time. We are going to use Helpjuice platform to prepare new recruits for exams and the existing staff can better explore the area they work in.
-Tamar Khutulashvili, TBC Insurance
Managers are crediting more consistent work to the Helpjuice library. We have more library users than ever before – the audience sees the value of the library, and are drawn to it to solve their daily challenges. Users are also asking for more content to be added – speaking to the added value our staff sees in Helpjuice’s software.
-Richard Thompson, Sr Project Manager, Collins Community Credit Union
Helpjuice has revitalized the interest of our own support agents in using and promoting the company's help site. Our team members are constantly suggesting new content to create to better support our customers
-Marco Armineta, Director of Customer Experience, Valant
Our software — along with our dedicated support team — will help you create a self-service knowledge base that empowers both your team and your customers to find the information they need, when they need it.
With our software, you get:
User-Friendly Knowledge Base Software That’s Simple to Implement
As a SaaS software provider, our knowledge base solution is super simple and quick to implement.
Additionally, when you work with us, you can rely on getting help from our customer success team to ensure that you end up with a knowledge base that provides a seamless experience for your end-users.
Our software is also super easy to use… in fact, it’s so easy to use that we find that we don’t have to provide training to your employees on how to use our knowledge base software.
Powerful, Feature-Rich Content Authoring Capabilities
Helpjuice’s knowledge base software comes with a powerful content editor that allows teams to easily create knowledge content both individually and as a team.
When creating or editing a knowledge base page, employees will have access to a feature-rich editor that comes with a variety of formatting options along with the ability to add and edit multimedia content directly within the content creation dashboard.
Additionally, our knowledge base platform allows teams to collaborate in real-time through our live commenting feature while creating knowledge base content. This allows team members to work simultaneously on specific content as well as to communicate directly within the document itself.
Dynamic Google-Like Search
With so much content to comb through, the best knowledge base software should make it incredibly easy for users to find the information they’re looking for.
With Helpjuice, you get Google-like search functionality that can provide search suggestions to users in real-time, allowing them to quickly find the exact information they’re looking for. These search suggestions also give users a quick preview of other knowledge base pages they may want to check out.
Not only that but our search also has the ability to search within text-based files, PDFs, and even multimedia content.
What does this mean for you and your business?
The quicker your customers and employees can find the information they need in your knowledge base, the quicker they’ll be able to put that knowledge into action.
Tailored Options for Customization and Brandability
Most likely you’ll want to tweak your knowledge base in some way or another to better suit your needs.
So, it’s critical to choose a knowledge base solution that allows your team to do so.
With Helpjuice, you’re not stuck with a cookie-cutter layout. We provide multiple templates, all of which can be easily customized to help you create a knowledge base that fits with your organization’s brand identity.
While we allow you to make use of our advanced page editing to customize a template, you can just make use of our free white-glove customization service. All you need to do is email our support team with your requests and they’ll work on developing your knowledge base to look just the way you want it to so that it not only matches your brand's visuals but far more.
Detailed Analytics That Actually Provides You With Useful Information
Assessing the way your team and/or your customers use your knowledge base can help you improve your business in a number of ways.
A few examples:
- Knowing which content your customers frequently consume will tell you what they’re interested in learning about
- Identifying pages your team members often visit will tell you where extra training and professional development may be needed
- Understanding when, in their journey with your brand, your customers used your knowledge base will help you optimize their experience altogether
For this reason, Helpjuice provides detailed reporting and analytics features within our software.
Typically, these reports will include information regarding:
- Visibility/deliverability of content
- Usage time
- Content performance and impact
In a “meta” way, this info allows you to make improvements to your actual knowledge base content — in turn making the tool an even more valuable asset to your organization.
Optimized Software Integrations and API Access
In order to function as the central hub of knowledge within an organization, your knowledge base tool must integrate seamlessly with the many other tools in your tech stack.
Helpjuice integrates directly with a number of solutions, such as:
- Slack, for internal sharing of knowledge base content via direct message
- Zendesk, allowing you to instantly push relevant knowledge base content into helpdesk tickets
- Olark, for automatic delivery of knowledge base content to customers via chatbot
Our knowledge base also works with Zapier, allowing you to integrate our software with over 1,000 other tools and apps.
Additionally, Helpjuice provides API access that is structured around REST, HTTP, and JSON so that you can build your own integrations into your existing workflows.
By connecting your knowledge base software with your various other tools, you’ll ensure the information you need will always be a click away — no matter what tool you’re using.
Content Control and Version History
Our content control feature allows you to set authoring and formatting permissions for your team members as needed. This will ensure that your documented knowledge remains untouched and unchanged unless someone with the appropriate access makes an update.
When updates do happen, our editor keeps track of all changes that are getting made including who is making the changes and when they are made.
Similarly, our content control feature allows you to restrict visibility of certain knowledge base content, keeping your team’s private information out of public view.
Import your current knowledge base content straight into a Helpjuice knowledge base with our white-glove content migration service.
Every piece of content that gets imported is serviced in a way that abides by our knowledge management standards. (In fact, we wrote a book about it that's commonly used at Ivy League Universities).
All you need to do is give us a link to your existing link to your Google Drive, SharePoint server, or other knowledge based system, and we’ll take care of the rest, giving you a finished knowledge base.
Best of all? Our content migration is FREE (based on fair use policy).
Multiple Languages/Translations and Localization
Natural language search lets customers and employees search in their native language.
With Helpjuice, you can now localize your knowledge base to 50+ different languages. We've engineered it in a way where you can have Helpjuice auto-translate it, or you can manually translate each article -- or both!
By localizing your content, you're able to deliver information to your stakeholders in 50+ different languages, clearly & concisely. With one click, our AI will auto translate your content allowing you to deliver instant support to a broader market than you were before.
Using Helpjuice For Your Knowledge Base Software Needs
Helpjuice makes it easy to create a knowledge base that delivers instant knowledge to your customers and employees - all within minutes.
Schedule a demo today and see how you can use Helpjuice to create a knowledge base that’s tailored to your specific needs.