10 Best Helpdesk Knowledge Bases For Customer Service In 2023

Groove is committed to providing organizations with a fresh alternative to popular customer service and knowledge management solutions.

Why I Picked Groove: The software gives agents a shared inbox that helps them organize, prioritize, and solve customer requests. Conversation assignments make it clear who is responsible for each inquiry, while collision detection prevents double replies. 

Groove aims to instill customer confidence by offering instant help on any website or app page. Round-robin assignment spreads the workload, and unattended message logic ensures customers get a fast response. When customers drop offline, conversations can continue by email.

Groove Standout Features and Integrations

Features include private knowledge bases, @mentions and notifications, mobile optimization, and embeddable widgets.

Integrations include Slack, Stripe, Shopify, Recharge, HubSpot, Trello, ConstantContact, Github, Instagram, and Salesforce. 

Slite is an advanced knowledge base solution that drives action through the effective use of structured documents, meaningful collaboration, and informed decision-making. 

Why I Picked Slite: This tool helps people brainstorm ideas, create notes, and share files. Team members can track document versions, maintain activity logs, comment on files, and generate recurring documents. They can also organize ideas, create project handbooks, store private notes and manage image galleries.

In Slite, decision-making and async discussion are built into documents. The software replaces scattered conversations and long email or Slack threads.

Slite's composer tool enables team members to organize ideas, create project handbooks, store private notes, and manage image galleries. The built-in sketch tool allows employees to create workflows and visualize ideas, whilst maintaining compliance with SOC2 guidelines. Additionally, administrators can schedule data backups, create user groups, set up single sign-on protocols, and configure permission rights to ensure user and data security.

Slite Standout Features and Integrations

Features include a sketch tool, workflow visualization SOC2 compliance, data backups, user groups, single sign-on protocols, document authoring, and permission management.  

Integrations include Airtable, Google Workspace, Slack, Figma, Loom, Trello, Asana, Github, Google Docs, and Okta. 

Help Scout sets out to offer you a better way to talk to customers, managing all conversations in one platform that feels like your inbox. 

Why I Picked Help Scout: The knowledge base software is built for discovery, encouraging customers to find their own answers through a self-service portal. It’s easy to create articles quickly, with the option to include text, images, hyperlinks, tables, and videos. 

You can surface help articles across your site or app, address commonly asked questions, and reduce incoming email requests. If customers can’t find the answer they need in your knowledge base, they get clear contact options for reaching out to agents directly. 

Customers can also reach out via email or chat. The Beacon widget tracks which web pages and articles customers are reading, helping you to understand trends and problem areas. 

Help Scout Standout Features and Integrations

Features include real-time reporting, email integration, document knowledge base, conversation metrics, productivity data, and happiness metrics.

Integrations include Pipedrive, Jira, ChannelReply, Salesforce, HubSpot, Mailchimp, Magento, Infusionsoft, Google Workspace, and Slack.

Sprinklr is an enterprise-level customer experience management solution that handles customer service, content marketing, social media management, and social listening.

Why I Picked Sprinklr: The software turns AI-powered listening into competitive advantage, offering a better understanding of feedback on your products and services. It transforms customer opinions into actionable insights, then shares this across your entire organization to drive innovation.

Sprinklr helps protect your brand by empowering your customer support team with critical knowledge before problems become critical. This allows managers to make proactive, informed decisions about owned media strategies and tactics.

Sprinklr Standout Features and Integrations

Features include keyword tracking, scheduling, marketing automation, and social media integration.

Integrations include AppsFlyer, BazaarVoice, Corezoid, Discourse, Esko, Form Assembly, Freshdesk KB, Okta, Google Analytics, and Mailchimp.

Helpjuice is a cloud-based knowledge base solution that includes applications for creating and managing both internal and external knowledge bases. The software can be hosted on-premises or accessed online. 

Why I Picked Helpjuice: Designed with flexibility in mind, the software includes customized design and styling tools for building out knowledge bases. The overall look and feel can be modified to match the organization’s branding. 

To provide additional insights, Helpjuice tracks all searches. The data can then be analyzed to show which topics are most frequently searched and referenced. 

Helpjuice Standout Features and Integrations

Features include dragging and dropping files to Helpjuice articles, troubleshooting multiple answers based on interaction, and copy/pasting from document editors.  

Integrations include Salesforce, Slack, Olark, Freshdesk, Microsoft Teams, Google Drive, WordPress, Shopify, Squarespace, and Sharepoint.

Using Stonly, you can create self-serve guides that adapt to each individual and help them along the optimal path toward effective onboarding, issue resolution, or adoption.

Why I Picked Stonly: The interactive guides created on this platform adapt automatically to every situation, offering a more satisfying and meaningful user experience. In-app guides reduce tickets, while website guidance helps people find the content or features they are seeking. 

Stonly guides and forms employer customer support agents by providing them with rich ticket data, so they can get to the point and resolve issues quickly.  A fully interactive customer help center can be created in minutes. 

Stonly Standout Features and Integrations

Features include personal attention at scale, proactive support in every channel, customer insights, multiple language support, and no-code integration.

Integrations include Zendesk, Front, Freshdesk, Intercom, Segment, HubSpot, Helpshift, Salesforce, Gorgias, and Help Scout.

Notion is a sophisticated note-taking app capable of efficiently handling knowledge base management.

Why I Picked Notion: Using this tool, you can centralize your most important information and make it accessible to everyone. It’s perfect for collecting data from everyone on the team and creating a single source of truth on any topic.

Each team member can also have their own space for tools, docs, and processes. Within the knowledge management system, you can create smaller systems for each team. Every department can have its own dedicated space for specific information. 

Notion Standout Features and Integrations

Features include customization options, collaboration tools, search functionality, and shared access to resources.

Integrations include ClickUp, Asana, Box, Github, Jira, Slack, Trello, Figma, Dropbox, and Zoom.

Shelf helps businesses provide on-demand answers to questions from customers and employees. 

Why I Picked Shelf: The software is based on the three core concepts of Answer, Learn, and Improve. Using proprietary AI software, Shelf listens for questions and instantly suggests the best answers in search, chat, IVR, and forms.  

Shelf automates the entire knowledge life cycle, including content creation, review, approvals, announcements, ratings, and comments. In addition, the agent assistant helps agents deliver a better customer experience. 

Shelf eliminates knowledge silos, saving time and money by creating a simpler, more transparent infrastructure. Content only has to be created once, then it is delivered to the right place at the right time automatically.  

Shelf Standout Features and Integrations

Features include knowledge management, AI tools, SDKs, APIs, and pre-built integrations.

Integrations include Genesys, Five9, NICE InContact, Kustomer, Salesforce, Zendesk, Slack, Google Drive, Dropbox, and Chrome.

Document360 is a cloud-based knowledge base solution that helps businesses create, collaborate, and publish self-service knowledge bases. 

Why I Picked Document360: Thanks to the Document360 category manager, users can easily maintain product documentation in a hierarchy-based structure. They can also create sub-categories, edit existing ones, and archive articles within categories.

The software features a built-in editor with markdown keyboard shortcuts. This allows you to create internal links to articles, add tables to documents, and get real-time, inline previews of content.  

In addition, the security module enables users to assign role-based access permissions to different readers, redirect articles, map domains, and schedule automatic backups. 

Document360 Standout Features and Integrations

Features include content management, guided problem solving, discussion boards, code snippet sharing, screenshot uploading, a self-service portal, text-to-speech functionality,

and product cataloging.

Integrations include Intercom, Segment, Google Analytics, Disqus, HTML 5, Olark, Zendesk, Freshdesk, Hotjar, Freshmarketer, and Drift.

Zoho Desk Knowledge Base Software helps you achieve faster answers, fewer tickets, and happier customers.

Why I Picked Zoho Desk Knowledge Base: You can create a multi-brand help center, with different knowledge base articles for each of your brands. In addition, the customization features allow you to mimic the look and feel of your website in your self-service portals. Your help center can be mapped to your own domain, making it a true extension of your main corporate brand. 

You can create a repository of articles and FAQs in the knowledge base system, so customers can find answers without waiting for an agent. The community forum feature allows customers to get answers and share ideas on a common knowledge base platform. 

Zoho Desk offers a high level of security. Knowledge base content can be available to the general public, or only to people who have created accounts.  

Zoho Desk Standout Features and Integrations

Features include a dashboard, data visualization, data import, ticket management, and a self-service portal.

Integrations include DocuSign, Outlook, Mailchimp, Slack, PandaDoc, RingCentral, Zoom, Shopify, Microsoft 365, and AWS.