Best Knowledge Base Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
Knowledge base software is a valuable asset for any company. With the right software, teams can improve information accessibility and productivity. However, finding the right knowledge base software can be challenging, especially with many available options.
Using my experience with customer experience software, I tested and compared several of the top knowledge base software available. From there, I compiled my results into detailed reviews to help you find the best software for your needs.
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Best Knowledge Base Software Summary
This comparison chart summarizes pricing details for my top knowledge base software selections to help you find the best one for your budget and business needs.
Tool | Best For | Trial Info | Price | ||
---|---|---|---|---|---|
1 | Guru By integrating directly with your existing tools, Guru can suggest responses based on your knowledge base to help answer customer queries. | Best for AI search | 30-day free trial | From $10/user/month | Website |
2 | Hub Hub's news feed keeps your team informed and engaged with company updates, employee highlights, and important announcements. | Best client knowledge portals | Free demo available | Pricing upon request | Website |
3 | Help Scout Help Scout helps simplify customer service by managing all your support emails in one place, ensuring smooth team collaboration and efficient responses. | Best for email integration | 15-day free trial | From $22/user/month (billed annually) | Website |
4 | Helprace Helprace improves customer interactions by managing and enhancing feedback. | Best for feedback management | 30-day free trial | From $9/user/month | Website |
5 | KnowledgeBase KnowledgeBase streamlines customer support with self-service and knowledge management. | Best for simple setup | 14-day free trial | From $49/month (billed annually) | Website |
6 | Freshdesk Freshdesk is a cloud-based software for efficient customer support and automation. | Best for ticket management | 21-day free trial | From $15/user/month (billed annually) | Website |
7 | LiveAgent LiveAgent helps businesses improve customer support with efficient support ticket management. | Best for customer support | 30-day free trial | From $9/user/month (billed annually) | Website |
8 | KnowledgeOwl KnowledgeOwl helps organizations securely manage documentation for compliance. | Best for compliance needs | 30-day free trial | From $79/month | Website |
9 | ProProfs ProProfs is an all-in-one solution for creating training and support materials. | Best for training tools | 15-day free trial | From $40/user/month | Website |
10 | Answerbase Answerbase is a Q&A platform for building interactive user communities. | Best for Q&A communities | Free demo available | From $49/month (billed annually) | Website |
How to Choose Knowledge Base Software
It’s easy to get bogged down in long feature lists and complex pricing structures. To help you stay focused as you work through your unique software selection process, here’s a checklist of factors to keep in mind:
Factor | What to Consider |
Scalability | Will it grow with your team as your needs expand? |
Integrations | Does it connect with your existing tools and systems? |
Customizability | Can you tailor it to fit your specific requirements? |
Ease of Use | Is it simple for your team to learn and navigate? |
Budget | Is it within your financial constraints? |
Security Safeguards | Does it protect your data effectively? |
Support | Will you get the help you need when issues arise? |
Analytics | Does it provide insights into usage and performance? |
Best Knowledge Base Software Reviews
Below are my detailed summaries of the best internal knowledge base software that made it onto my shortlist. My reviews offer a detailed look at the key features, pros & cons, integrations, and ideal use cases of each tool to help you find the best one for you.
Guru is an AI-powered knowledge management platform that transforms your team's scattered information into a connected web of knowledge. By integrating with your existing tools, Guru delivers personalized, actionable answers directly within your workflow.
Why I picked Guru: One standout feature of Guru is its AI-powered enterprise search, which connects your company's information and delivers personalized answers you can trust. By integrating with key systems like your CRM and file storage, Guru provides a complete contextual view of your company, offering smarter answers faster. This can be especially useful if you're working with customer support inquiries and need quick internal answers. Guru also offers a verification functionality, which ensures that the information in your knowledge base is accurate and up-to-date. Automated reminders help subject matter experts keep content fresh, so your team can trust the knowledge they access.
Standout features & integrations:
Features include AI content assist, announcements, AI-recommended experts, HRIS sync, comments and emoji reactions, duplicate detection, auto-archive, shared drafts, publishing approvals, templates, favorites, advanced controls, and customization.
Integrations include Slack, Salesforce, Microsoft Teams, Asana, Jira, BambooHR, HubSpot, Google Drive, GitHub, ServiceNow, SharePoint, and Okta.
Pros and cons
Pros:
- Provides a system for verifying information
- AI suggestions improve information relevancy and retrieval
- Analytics to track knowledge usage and identify gaps
Cons:
- Is not directly accessible to customers looking for self-service answers
- Requires ongoing updates and maintenance to keep information accurate
Hub is an intranet platform designed to centralize your organization's information, making it easily accessible to your team. It simplifies knowledge management by providing a single platform for storing and retrieving documents, policies, and procedures.
Why I picked Hub: The user-friendly no-code CMS allows for easy creation and management of content, which is crucial for maintaining up-to-date documentation and resources without needing technical skills. Targeted internal communications are designed to reduce email overload, ensuring critical information is communicated efficiently. Additionally, Hub provides client portal solutions that facilitate external knowledge sharing, extending its capabilities beyond internal use.
Standout features & integrations:
Features include document categorization, user activity tracking, customizable templates, real-time collaboration, audit logs, role-based permissions, automated backups, content tagging, workflow management, feedback collection, scheduled publishing, and content archiving.
Integrations include Microsoft Entra ID, Google, Office 365, OneLogin, OKTA, SharePoint, OneDrive, Google Drive, BOX, Active Directory, BambooHR, and Slack.
Pros and cons
Pros:
- Efficient document management and sharing
- Provides insights into user engagement
- Advanced search functionality
Cons:
- Limited language support
- Initial setup process can be complex
Help Scout is a help desk platform tailored for small to medium-sized businesses focusing on customer communication and support. It serves teams aiming to manage customer inquiries efficiently through email and other channels.
Why I picked Help Scout: Help Scout excels in email integration, allowing seamless management of customer conversations. The software’s shared inboxes enable your team to collaborate on customer inquiries without overlap, while its collision detection ensures no two team members work on the same email. Additionally, the platform's automated workflows save time by handling repetitive tasks, making it ideal for busy support teams.
Standout features & integrations:
Features include inboxes for team collaboration, a strong knowledge base for self-service support, and integrated customer management tools. It also provides detailed reporting and automation options, helping teams deliver personalized support efficiently.
Integrations include Slack, Salesforce, Mailchimp, HubSpot, Shopify, WooCommerce, Zapier, Google Apps, Jira, and Olark.
Pros and cons
Pros:
- Automated workflows
- Collision detection
- Effective email management
Cons:
- Lacks advanced analytics
- Limited customization options
Helprace is a customer service software designed to improve interactions between businesses and their customers, particularly through feedback management. It targets businesses that want to enhance their customer support and engagement by collecting and managing user feedback efficiently.
Why I picked Helprace: Helprace excels at managing customer feedback, allowing your team to gather and analyze customer input effectively. The feedback widget can be embedded on your website, making it easy for customers to share their thoughts. You can also categorize and prioritize feedback, helping your team address the most pressing issues first. Additionally, Helprace offers a community forum where users can interact and share ideas, fostering a collaborative environment.
Standout features & integrations:
Features include a ticketing system for managing customer requests, a self-service knowledge base, and a community forum that allows users to engage with each other and provide feedback. It also offers integrations and automation to streamline support operations.
Integrations include Slack, Zendesk, Salesforce, Google Analytics, Mailchimp, WordPress, Shopify, Freshdesk, Jira, and Trello.
Pros and cons
Pros:
- Community forum available
- Easy prioritization of feedback
- Effective feedback collection
Cons:
- Basic customization options
- Limited reporting features
KnowledgeBase is a software solution designed to streamline customer support and enhance self-service capabilities. It’s aimed at businesses seeking to reduce support workload by enabling customer self-service and efficient knowledge management.
Why I picked KnowledgeBase: KnowledgeBase offers a straightforward setup process, making it ideal for teams looking to start implementing a solution quickly. Its AI-powered search helps users find relevant information quickly, which is important for reducing support times. Plus, the software’s ability to create multiple knowledge bases from a single dashboard adds flexibility for managing diverse information sets.
Standout features & integrations:
Features include customizable templates for articles, AI-powered search for quick information retrieval, and detailed analytics to monitor the effectiveness of the knowledge base. Additionally, it supports multilingual content and integrates with customer support systems for seamless operations.
Integrations include Slack, Zapier, Jira, Google Analytics, Zendesk, Intercom, Mailchimp, Freshdesk, Salesforce, and HubSpot.
Pros and cons
Pros:
- AI-powered search
- Customizable design
- Multiple knowledge bases
Cons:
- Requires regular updates
- Learning curve for new users
Freshdesk is a cloud-based help desk software tailored for businesses seeking efficient customer support solutions. It serves companies looking to streamline their customer service operations through effective ticket management and automation tools.
Why I picked Freshdesk: Freshdesk’s ticket management capabilities are top-notch, making it perfect for organizing customer queries. You can automate repetitive tasks, saving your team valuable time. Plus, the software offers customizable ticket fields, which helps tailor the support experience to your needs. Freshdesk also provides a collaborative team inbox, allowing your team to manage customer interactions seamlessly.
Standout features & integrations:
Features include ticket management, automation to streamline workflows, customizable reports for performance tracking, and integration with a wide range of third-party tools for enhanced functionality. Additionally, its AI-driven chatbots and self-service options improve customer experience.
Integrations include Slack, Shopify, Mailchimp, Google Analytics, Zapier, Salesforce, WordPress, Trello, Jira, and Microsoft Teams.
Pros and cons
Pros:
- Customizable ticket fields
- Time-saving automation
- Efficient ticket organization
Cons:
- Occasional system lags
- Steep learning curve
LiveAgent is an advanced help desk software designed for businesses aiming to enhance their customer support operations. It targets companies needing efficient ticket management and real-time communication tools to address customer inquiries promptly.
Why I picked LiveAgent: LiveAgent excels in providing features tailored for customer support teams. You can manage all customer interactions through a unified ticket system, which simplifies the support process. Next to this feature, the software’s integrated live chat function allows your team to engage with customers in real-time. Additionally, its call center support provides a full spectrum of communication tools, making it versatile for different support needs.
Standout features & integrations:
Features include a multi-channel ticketing system that integrates email, live chat, phone, and social media into a unified platform. It also includes a customer portal with a knowledge base, a built-in call center, and automation tools for streamlining support workflows. Additionally, it supports real-time chat and analytics for improved customer interactions.
Integrations include Slack, Shopify, Mailchimp, WordPress, Magento, Google Analytics, Zapier, Salesforce, Facebook, and Twitter.
Pros and cons
Pros:
- Unified customer interactions
- Easy call center integration
- Real-time chat support
Cons:
- Steep learning curve
- Complex setup process
KnowledgeOwl is a knowledge management software designed for organizations that require strict adherence to compliance standards. It serves businesses needing to manage and distribute documentation securely while ensuring regulatory compliance.
Why I picked KnowledgeOwl: KnowledgeOwl excels in meeting compliance requirements, making it perfect for industries with strict regulatory standards. You can maintain detailed control over document access, ensuring sensitive information is protected. The software also offers customizable templates that help streamline the creation of compliant documents. Additionally, KnowledgeOwl provides audit trails for tracking document changes, enhancing transparency and accountability.
Standout features & integrations:
Features include customizable external knowledge bases, powerful search functionality, advanced analytics to track user engagement, and integration options with various platforms for a seamless user experience. It also supports multimedia content and robust user permissions.
Integrations include Slack, Google Analytics, Salesforce, Zendesk, Freshdesk, HubSpot, Jira, WordPress, Mailchimp, and Intercom.
Pros and cons
Pros:
- Customizable templates
- Detailed access controls
- Strong compliance focus
Cons:
- High learning curve
- Limited feature set
ProProfs is an all-in-one knowledge management solution tailored for businesses focused on training and customer support. It caters to educators and businesses looking to create comprehensive training materials and support documentation.
Why I picked ProProfs: ProProfs offers a wide range of training tools, making it suitable for educational purposes. You can create quizzes and courses to complement your knowledge base, which is beneficial for training programs. Additionally, the software’s ability to integrate surveys and polls provides insights into user engagement and effectiveness. It also offers templates that help you build content quickly, ensuring your team can focus on delivering quality information.
Standout features & integrations:
Features include a quiz maker, training software, and knowledge base creation, designed for learning and customer support.
Integrations include Salesforce, Zendesk, Google Analytics, Mailchimp, Shopify, Freshdesk, WordPress, Jira, Slack, and Trello.
Pros and cons
Pros:
- Templates available
- Easy content creation
- Comprehensive training tools
Cons:
- Steeper learning curve
- Updates require downtime
Answerbase is a Q&A platform tailored for businesses that want to build interactive communities around their products or services. It serves companies looking to enhance customer support and engagement by enabling users to ask and answer questions.
Why I picked Answerbase: Answerbased is designed to foster Q&A communities, making it ideal for businesses aiming to create interactive user environments. You can set up a customizable Q&A platform where users engage directly with your content. The software’s moderation tools ensure quality control over the information shared. Additionally, users can rate and comment on answers, which keeps the community vibrant and informative.
Standout features & integrations:
Features include a customizable knowledge base, community-driven question and answer forums, and advanced search functionality for quick information retrieval. It also supports integration with other platforms and offers analytics to monitor user activity and content performance.
Integrations include Slack, Salesforce, Zendesk, HubSpot, Google Analytics, Mailchimp, Microsoft Teams, WordPress, Shopify, and Zapier.
Pros and cons
Pros:
- Effective moderation tools
- Customizable Q&A forums
- Interactive user engagement
Cons:
- Limited design options
- Requires initial setup time
Other Knowledge Base Software
Here are some additional knowledge-base software options that didn’t make it onto my shortlist but are still worth checking out:
- Stonly
For interactive guides
- Groove HQ
For small teams
- Helpshift
For mobile support
- Bloomfire
For content sharing
- SAAS First
For knowledge base-trained chatbots
- Document360
For version control
- Intercom
For customer messaging
- M-Files
For document management
- ManageEngine
For IT teams
- Helpjuice
For quick setup
Knowledge Base Software Selection Criteria
When selecting the best knowledge base software to include in this list, I considered common buyer needs and pain points like ease of use and scalability. I also used the following framework to keep my evaluation structured and fair:
Core Functionality (25% of total score)
To be considered for inclusion in this list, each solution had to fulfill these common use cases:
- Organizing and storing information
- Providing searchable content
- Enabling user access controls
- Offering content categorization
- Supporting multi-format content
Additional Standout Features (25% of total score)
To help further narrow down the competition, I also looked for unique features, such as:
- Interactive content guides
- Real-time collaboration tools
- Advanced analytics and reporting
- Customizable branding options
- Multilingual support
Usability (10% of total score)
To get a sense of the usability of each system, I considered the following:
- Intuitive user interface
- Simple navigation structure
- Responsive design
- Minimal learning curve
- Consistent performance
Onboarding (10% of total score)
To evaluate the onboarding experience for each platform, I considered the following:
- Availability of training videos
- Access to product templates
- Interactive product tours
- Support from chatbots
- Regular webinars
Customer Support (10% of total score)
To assess each software provider’s customer support services, I considered the following:
- 24/7 support availability
- Multiple support channels
- Responsiveness of the support team
- Quality of self-service resources
- Access to a dedicated account manager
Value For Money (10% of total score)
To evaluate the value for money of each platform, I considered the following:
- Competitive pricing tiers
- Features offered at each tier
- Flexibility of pricing plans
- Availability of discounts
- Cost-effectiveness compared to competitors
Customer Reviews (10% of total score)
To get a sense of overall customer satisfaction, I considered the following when reading customer reviews:
- Overall satisfaction ratings
- Frequency of positive feedback
- Commonly cited issues
- Specific praise for features
- Customer retention indicators
Trends In Knowledge Base Software
In my research, I sourced countless product updates, press releases, and release logs from different knowledge base tool vendors. Here are some of the emerging trends I’m keeping an eye on:
- AI-Driven Content Suggestions: AI is being used to analyze user queries and suggest relevant content, making it easier for users to find what they need. This enhances user experience and reduces the workload on support teams.
- Personalized User Experiences: Knowledge-based software is increasingly offering personalization features that tailor content based on the user’s role or previous interactions. This makes the information more relevant and accessible.
- Enhanced Analytics and Insights: There’s a growing focus on providing detailed analytics that helps businesses understand how their knowledge base is being used. This data can guide content strategy and improve user experience.
- Voice Search Capabilities: As voice assistants become more popular, knowledge-based software is beginning to integrate voice search features. This allows users to find information using voice commands, which can be faster and more convenient.
- Community-Driven Content Creation: More platforms are enabling users to contribute content, creating a community-driven knowledge base. This not only enriches the content but also builds a sense of community among users.
What Is Knowledge Base Software?
Knowledge base software is a digital tool that helps organizations create, manage, and share information. These tools are generally used by customer support teams, content managers, and IT professionals, providing value by making information easily accessible and reducing support workload.
Key features such as search functionality, content categorization, and user access controls help with organizing information efficiently and ensuring users find what they need quickly. Overall, these tools enhance productivity and improve user experience by centralizing and simplifying information access.
Features of Knowledge Base Software
When selecting knowledge base software, keep an eye out for the following key features:
- Search Functionality: Allows users to quickly find the information they need by searching through the knowledge base efficiently.
- Content Categorization: Helps organize information into easily navigable sections, making it simple for users to locate relevant content.
- User Access Controls: Enables administrators to set permissions, ensuring that sensitive information is only accessible to authorized users.
- Customizable Templates: Provides pre-designed layouts that can be tailored to fit your brand, speeding up the content creation process.
- Analytics and Reporting: Offers insights into how users interact with the knowledge base, allowing teams to optimize content for better engagement.
- Interactive Guides: Facilitates step-by-step instructions that engage users, making complex processes easier to follow.
- Feedback Collection: Allows users to provide input directly within the knowledge base, helping teams gather insights and improve content.
- Community Forums: Encourages user interaction and content contribution, enriching the knowledge base with community-driven insights.
- Multilingual Support: Ensures that content is accessible to users in different languages, broadening the knowledge base’s reach.
- Content Version Control: Tracks changes and updates to content, allowing teams to manage revisions and maintain accuracy.
Benefits of Knowledge Base Software
Implementing knowledge-based software provides several benefits for your team and your business. Here are a few you can look forward to:
- Improved Information Access: With search functionality and content categorization, users can quickly find the information they need, reducing time spent searching.
- Enhanced Productivity: By centralizing information and providing user access controls, teams can focus on tasks without interruptions or confusion over document access.
- Consistent Support Experience: Interactive guides and feedback collection ensure that users receive accurate and clear guidance, improving overall support quality.
- Increased Collaboration: Community forums and customizable templates allow team members and users to contribute and share insights, fostering a collaborative environment.
- Better Decision-Making: Analytics and reporting offer insights into content performance, helping teams make informed decisions to optimize their knowledge base.
- Scalability: Multilingual support ensures that as your business grows, your knowledge base can accommodate diverse user needs.
- Content Accuracy: Content version control helps maintain up-to-date and accurate information, reducing errors and misinformation.
Costs and Pricing of Knowledge Base Software
Selecting knowledge base software requires an understanding of the various pricing models and plans available. Costs vary based on features, team size, add-ons, and more. The table below summarizes common plans, their average prices, and typical features included in knowledge-base software solutions:
Plan Comparison Table for Knowledge Base Software
Plan Type | Average Price | Common Features |
Free Plan | $0 | Basic search, limited storage, and community support. |
Personal Plan | $5-$25/user/month | Advanced search, customizable templates, and analytics. |
Business Plan | $30-$60/user/month | Multilingual support, enhanced security, and integration options. |
Enterprise Plan | $70-$150/user/month | Dedicated account manager, advanced analytics, and full customization options. |
Knowledge Base Software FAQs
Here are some answers to common questions about knowledge-base software:
Can knowledge-based software integrate with other tools?
Yes, most knowledge based software can integrate with other tools and platforms. Integration is important for ensuring your knowledge management system works seamlessly with your existing systems. Common integrations include customer support platforms, CRM systems, and project management tools. Check the integration options available with each software to ensure compatibility with your current tech stack.
How secure is my data in a knowledge base software?
Data security varies by provider, but most knowledge-based software offers robust security features. Look for solutions that provide encryption, regular backups, and detailed user access controls for internal use. Some vendors also offer compliance with standards like GDPR or HIPAA. Always review the security features and company policies of the software you are considering to ensure your data remains protected.
How does knowledge-based software improve customer support?
Knowledge-based software improves customer support by providing users with easy access to information. It reduces the workload on support teams by allowing customers to find answers on their own. Features like search functionality and content categorization make it simple for users to locate relevant information. This can lead to faster problem resolution and increased customer satisfaction.
Is it easy to update content in a knowledge base software?
Yes, updating content in a knowledge base platforms is typically straightforward. Most platforms offer user-friendly interfaces that allow you to edit and publish content with ease. Look for software that supports version control, so you can track changes and revert to previous versions if needed. Regularly updating your content ensures it remains accurate and relevant for users.