TOP 14 Knowledge Base Software Platforms of 2024 [COMPARED]

This tutorial will guide you in choosing the best Knowledge Base Software by comparing and considering the various factors required for the right knowledge base management software:

Knowledge base refers to the storehouse of helpful information that can be accessed by the customers and employees for self-help.

It is created in different forms like solution articles, FAQs, product manuals, troubleshooting guides, instructions to resolve customer issues, onboarding resources, and so on.

Knowledge Base Software – Perfect Review

Benefits

• 24/7 assistance is there to solve the issue with the customers themselves. They don’t need to wait for a long wait time for the response of executives.
• Costs for hiring employees in different languages can now be eliminated as the articles can be published in multiple languages.
• Enables faster and more effective onboarding of new employees as they can get knowledge base articles or explainer videos at the time of joining.
• Allows you to control your knowledge base visibility. You can limit it to just employees only or can make it public so the customers or other audiences can see it freely.
• Facilitate team collaboration by providing space for exchanging ideas or information on the same platform. Here roles and permissions are assigned and employees get to know who can do what.
• Helps in increasing visibility and traffic by getting top search rankings & reach through SEO techniques of making discovery easy.

Types

There are various types of knowledge base software.

Some of them are:

1. Case-based systems
2. Expert systems
3. Hypertext manipulation systems
4. Intelligent tutoring systems
5. Rule-based systems.

In the article, we defined the meaning of knowledge base with its benefits, types of knowledge base software, market size, expert advice on factors to be considered while selecting a good software, and some FAQs.

A list of the best tools is provided to support with a comparison and detailed review of each tool. In the end, the conclusion and review process is mentioned.

Our Top Recommendations

Freshdesk	ZohoDesk
• Content Management • AI Chat bot • Ticketing Optimization	• Domain Mapping • Portal Customization • AI Automation
Price: Starts at $15/agent/month Free Trial: Available	Price: Starts at $7/user/month Free Trial: Available
Visit Site >>	Visit Site >>

List of Best Knowledge Base Software

Popular list of platforms for Knowledge base:

1. Freshdesk
2. ZohoDesk
3. HelpCrunch
4. Help Scout
5. Document360
6. Confluence
7. ZenDesk
8. Helpjuice
9. ServiceNow
10. ProProfs Knowledge Base
11. Slite

Comparison of Top Knowledge Base Platforms

Detailed reviews:

#1) Freshdesk

Best for tracking the performance of articles and improving them.

Freshdesk is a knowledge base software open source that helps companies in creating, publishing, managing, and monitoring the content or knowledge base articles efficiently and effortlessly.

It converts responses to solution articles easily, taking into account SEO capabilities by creating easy consumable content in the form of videos, images, or attached files in multiple languages for the global audience. A two-pane view is provided to easily access the relevant article without getting lost in the clutter.

How to make a knowledge base with Freshdesk:

Step #1: Write an article with SEO-optimized keywords with videos, images, and attachments to increase the article’s visibility. Now you need to organize them into folders or categories.

Step #2: Save the article and see how it will look on the website by clicking on the preview draft option.

Step #3: After previewing it, you can publish it and check the analytics including the number of views and article feedback.

Features:

• Helps in creating and promoting the content.
• Enables the creation of content that gains maximum visibility with SEO-friendly capabilities.
• Content in multiple languages can be created for a global audience.
• Helps in monitoring and managing the content or knowledge base articles.
• Enables you to view the relevant article without getting lost in the clutter by organizing them with categories, folders, and articles.
• Analyse each article and allow you to improve it based on direct customer feedback.

Pros:

• Manages multi-product content.
• An easy two-pane view is provided.
• Multilingual support.

Cons:

• Customer service needs improvement.

Verdict: Freshdesk has worked with more than 50,000 companies including Aramex, Orderin, Bridgestone, Decathlon, Pearson, and many more. It was awarded the title Montum leader by G2 in 2021 and the ‘Best Customer Service Software’ by FinancesOnline in 2022.

Pricing:

• A 21-day free trial is available.
• Pricing plans are as under:
  • Free: $0 for up to 10 agents.
  • Growth: $15 per agent per month.
  • Pro: $49 per agent per month.
  • Enterprise: $79 per agent per month.
  • Additional bot sessions: $75 for 1000 bots.

#2) ZohoDesk

Zoho Desk is the industry’s first context-aware software built to resolve everyday customer service challenges.

Zoho Desk offers one of the best knowledge base software that helps in creating SEO friendly content very efficiently with a bundle of features like omni-channel ticket management, self-service, AI, automation and third party integrations.

The Zoho Desk KB offers a multi-brand help centre, portal customization, domain mapping and secure access. It enables the customers to find their answers from the repository of articles and FAQs uploaded on the company’s website.

It also offers multi-lingual support for more than 20 languages across the globe. Learn how to set up multi-lingual support with Zoho Desk.

You can also manage your customers’ knowledge base experience through analytics and reports that are available.

Zoho’s AI assistant, Zia, auto-suggests relevant KB articles based on ticket keywords. Agents can paste or link to the articles in their responses. Customers can also chat with Zia in the help centre, and get connected to suitable solutions from the KB.

Pricing:

• A free trial is available. 
• Free: $0 per user per month. 
• Express: $7 per user per month. 
• Standard: $14 per user per month. 
• Professional: $23 per user per month. 
• Enterprise: $40 per user per month.

#3) HelpCrunch

Best for building a beautiful and helpful help center with SEO-optimised articles.

HelpCrunch is a web-based knowledge base software that helps in reducing customer service requests and costs through its effective and powerful features. This includes a structured help center, SEO-optimised articles, tracking actionable metrics, widgets, smart search, chatbots, and more.

It enables you to create a multilingual knowledge base for different audiences that can be automatically present in the language of customers. It allows customers to use its services 24/7.

How to make a knowledge base with HelpCrunch:

Step #1: Create a structured help center with categories and sections covering all the articles.

Step #2: Write SEO-optimized articles that are most searched for and can benefit the customers.

Step #3: Integrate the help center with the widget to ease the customers in getting their answers easily without contacting customer support.

Step #4: Track actionable insights on the number of views, ratings, and failed searches.

Features:

• Helps in creating a structured help center in nifty conveniently with different categories and sections.
• Helps you write SEO-optimised articles to enable customers to find exactly what they need.
• Generate actionable insights into metrics like views, ratings, failed searches, etc.
• Automate customer self-service with its chatbot feature.
• Provides everything needed to create a powerful help center including custom CSS, Javascript, chat widget, etc.

Pros:

• Higher customer engagement.
• Reduced cost.
• Increase customer satisfaction.

Cons:

• SLA configuration is missing.

Verdict: HelpCrunch has been trusted by thousands of brands including Revenue Grid, Fitlap, SE Ranking, Statcounter, and many more. It is best for providing 24/7 self-service to customers with its knowledge base that contains SEO -optimised articles.

Pricing:

• A 14-day free trial is available.
• Pricing plans are:
  • Basic: $12 per month
  • Pro: $20 per month
  • Unlimited: $495 per month

Website: HelpCrunch

#4) Help Scout

Best for providing collaboration, organization, and automation the teams need to move faster.

Help Scout is a powerful platform to manage all customer interactions effectively and efficiently. It offers products like mailboxes, workflows, reporting, live chat, customer management, integrations, and so on.

It is suitable for industries like SaaS, Logistics, eCommerce, media, healthcare, financial services, etc. It provides customer support via email, live chat, and more. It helps in creating websites with answers to frequently asked questions.

How to make a knowledge base with Help Scout:

Step #1: Create SEO-optimised articles by adding text, images, hyperlinks, tables, and videos.

Step #2: Publish articles on the site using the Beacon help widget.

Step #3: Provide outreach options in the doc and track the topics that customers search for.

Step #4: Launch the help center website which can work on any device and is built in SSL.

Step #5: Customise the knowledge base and make it beautiful with colors and various formatting options.

Features:

• A shared inbox feature helps in collaborating teams, automating actions, creating custom folders, and sending bulk replies.
• The knowledge base is available for customers’ self-service.
• Enable you to activate live chat on your website in minutes.
• With in-app messaging feature, you can send helpful links, make timely announcements, and more.
• More than 50 integrations are provided to keep the business in sync.
• Out-of-the-box reporting is provided for key metrics.
• Maintain a proper customer profile and data for more personalized support.

Pros:

• 24/6 outstanding customer support.
• HIPAA compliant.
• Advanced API access.
• In-app messaging.

Cons:

• Frequent network error in server reported.
• Annoying lightbox popups.

Verdict: Help Scout has been trusted by over 12000 businesses including Mixmax, Compass, Affirm, Nordstrom, Spindrift, Honey, and many more. According to third-party research, its NPS is 31 which is comparatively very high.

Pricing:

• 30-day money-back guarantee.
• Pricing plans are as follows:
  • Standard: $20 per user per month
  • Plus: $40 per user per month
  • Pro: $65 per user per month

Website: Help Scout

#5) Document360

Best for providing rich analytics to help content producers gain actionable insights.

Document360 is a free knowledge base software that helps in creating an online Self-Service Knowledge Base for customers as well as for employees that can be accessed both publicly and privately as per the client’s need.

Through this platform, we can build content for SOPs, internal knowledge bases, FAQs, online user guides, technical documentation, and product help docs. Various integrations and extensions are provided to connect with other external systems seamlessly.

Features:

• Helps in making product help docs, technical documentation, online user guides, and more.
• Allows you to build an internal knowledge base, especially for clients and employees.
• Standard Operating Procedures and SOPs creation features are also provided.
• Various integrations and extensions are included.
• Helps in migrating from existing knowledge base platforms easily.
• Uses various automated tools and manual measures for the migration process.
• Do the proper question and answer process and set rules for building a new knowledge base.

Pros:

• Actionable insights are provided.
• Article templates are provided.
• Custom CSS and JavaScript.

Cons:

• Difficulty in setup is reported.

Verdict: Document360 serves more than 10,000 customers worldwide, including some popular brands like McDonald’s, Insider, Paysafe, Bluescape, Virgin Red, and many more. It was awarded with the expert’s choice award by FinancesOnline in 2021.

Pricing:

• Pricing plans are as follows:
  • Free: $0 per project per month
  • Startup: $119 per project per month
  • Business: $299 per project per month
  • Enterprise: $599 per project per month
  • Enterprise Plus: Contact for pricing

Website: Document360

#6) Confluence

Best for building, organizing, and collaborating the work virtually accessible from anywhere and from any device.

Confluence is a remote-friendly knowledge base management software. It enables its users to create an unlimited number of content with unlimited spaces and pages with best-practice templates for every requirement.

It allows you to organize the content in a structured page tree that eases the finding later. It ensures the security and privacy of the data of users with 99.99% uptime SLA, privacy controls, and data encryption.

Features:

• Enables building a knowledge base with advanced search and page trees.
• Allows you to use in-built templates to kick-start management.
• Ensure a-synchronistic communication and collaboration across all locations and devices.
• Provides the highest level of security, reliability, privacy, and compliance.
• Integrated with other marketplace apps including Jira, Slack, Trello, Dropbox, Google Drive, and more.
• It can be accessed from anywhere and can be accessed from any device.

Pros:

• Industry-verified compliance standards.
• 3000+ integrations.
• In-built 75 customizable templates.

Cons:

• Slow performance.

Verdict: Confluence has served more than 75000 companies, including HubSpot, Twilio, The New York Times, LinkedIn, NASA, GOPro, and many more. Capterra has been recognized as the number 1 knowledge management software by Capterra and also the best collaboration software.

Pricing:

• A 7-day free trial is available.
• Pricing plans are as follows:
  • Free: $0 per user per month.
  • Standard: $5.75 per user per month.
  • Premium: $11 per user per month.
  • Enterprise: Contact for pricing.

Website: Confluence

#7) Zendesk

Best for providing a complete customer service solution.

ZenDesk is an easy-to-use help desk knowledge base software. It provides powerful packed features to easily manage customer experiences and provide them with what they need or expect in the best possible way.

It provides support to customers everywhere over messaging, live chat, social, email or voice. It empowers customers to help themselves by building an integrated help center and offering intelligent support in the form of AI and bots.

Features:

• Ensures connected communication across all channels to provide the best conversational experience.
• Provides seamless customer support to customers with a messaging, help center, AI & bots.
• An integrated knowledge management feature is provided to deliver self-service at scale.
• A single unified customer view is used to give personalized customer experiences.
• Provides advanced security and regulations including ISO/IEC certified, SOC, TRUSTe verified, and sky-high enterprise-ready.
• Provides personalized reports on business performance and customer experience.

Pros:

• Security is compliant.
• Fine-tune operations with granular controls.
• Advanced support and services.
• Custom integrations.
• 1000+ pre-built integrations.

Cons:

• Customer support needs improvement.

Verdict: Zendesk has been trusted by more than 1,60,000 customers including many popular brands like Siemens, Netflix, Etsy, Tesco, Uber, Adslot, Modsy, 99designs, and so on. It has been recognized as the #1 Digital Customer Service by Gartner.

Pricing:

• A free trial is available.
• Pricing plans are:
  • For service: Starts at $49 per agent per month.
  • For sales: Starts at $19 per user per month.

Website: Zendesk

#8) Helpjuice

Best for scaling the customer support, and collaborating better with the team.

Helpjuice is a powerful & simple internal knowledge base software with features like easy authoring & content formatting, intelligent analytics, customization, integrations, Google-like search, and more. It measures the impact of articles published at a specific time in order to increase the productivity of the business.

Dozens of themes are provided to create the content with free expert customization and can be launched in minutes. This ensures privacy and security with GDPR and SSO compliance.

Features:

• Helps in creating a knowledge base for customers and employees.
• A Google-like search engine is provided with SEO features to increase your visibility.
• Provides analytics on metrics like what people are searching for, who those people are, what you should be writing, areas of improvement, and much more.
• Multilingual support is provided for the knowledge base for the global audience.
• Provides amazing integrations like Slack, Zapier, Salesforce, Google, Zendesk support, and more.
• Brading and customization are available with 12+ advanced customizable themes.

Pros:

• 300+ language support.
• GDPR compliant.
• Ensures security using encrypted URLs.
• Intelligent interactive widget.

Cons:

• Chat is not available for instant support.
• Improvements in UI and UX are suggested.

Verdict: Helpjuice generates a 97% satisfaction rate and takes 5 minutes to respond. It has been trusted by thousands of companies including Amazon, TCL, Upstart, World Health Organization, Blueground, Virgin Mobile, and many more. It has been awarded ‘the most recommended’ title by Software Advice in 2021 and got 5 stars ranking on Capterra.

Pricing:

• A 14-day free trial is available.
• Pricing plans are categorized as:
  • Starte: $120 per month.
  • Run-up: $200 per month.
  • Premium limited: $289 per month.
  • Premium unlimited: $499 per month.

Website: Helpjuice

#9) ServiceNow

Best for realising value faster for digital transformation.

ServiceNow is a platform that connects people, functions, and systems across your organization. It is an online knowledge base software that helps in transforming your business into digital workflows and provides access to the right content for you with AI-powered personalized digital experience.

It offers solutions related to customer experience, tech excellence, employee experience, operating experience, value acceleration Hyper Automation, and low code.

Features:

• Accelerate workflow with integrations or custom integrations and APIs.
• A seamless experience is provided to employees and customers within the same platform.
• Helps in keeping customers and employees engaged with powerful self-help articles, chatbots, and live chat.
• Automate repetitive tasks powered by machine learning.
• The Analytics feature provides insights into performance to surface information and make predictions.
• Helps in connecting people, functions, and systems across the organization.

Pros:

• GDPR compliant.
• Support employees from anywhere and from any device.
• Visibility for the workspace team is available.

Cons:

• Complex interface.

Verdict: ServiceNow has been trusted by over 7,400 brands including Deloitte, Sanford, 7-Eleven, Ricoh, and many more. It is best to deliver intuitive experiences and build digital workflows on the same platform.

Pricing: Contact for pricing.

Website: ServiceNow

#10) ProProfs Knowledge Base

Best for keeping the knowledge base secured with a password and privacy controls.

ProProfs Knowledge Base is a platform to create and manage content for corporate wiki, online documentation, user manuals, and internal knowledge base. It provides 24/7 access to the knowledge base anytime and anywhere to employees which leads to an increase in team productivity.

The internal knowledge base includes features like roles & permissions, an easy document editor, insightful reports, and more. It enables one to effortlessly create, remodel or upload user manuals.

Features:

• Creates corporate wiki, online documentation, user manuals, and internal knowledge base.
• Allows the employee access to the internal knowledge base 24/7.
• Facilitates collaboration by bringing the best minds of your company under one roof to create impactful content.
• Provides a wide range of customization features like fonts, themes, and colors to tailor the content as per the requirement.
• Other features include Google-like search, access control, import & export, and more.
• Includes incredible integrations like Zendesk, Freshdesk, Google Analytics, Slack, and many more.

Pros:

• 24/7 self-help.
• Professional templates are available.
• Easy-to-use editor.
• 100+ settings and integrations.

Cons:

• Difficulty in managing the landing pages is reported.

Verdict: ProProfs Knowledge base has served many leading brands including Sony, DHL DELL, CISCO, LinkedIn, and many more. It is recommended to create a knowledge base in minutes by using a suitable template.

Pricing:

• A 15-day free trial is available.
• Pricing plans are as follows:
  • Essentials: $40 per author per month
  • Premium: $50 per author per month.
  • Enterprise: Contact for pricing.

Website: ProProfs Knowledge Base

#11) Slite

Best for structured docs, thoughtful collaboration, and confident decision-making.

Slite is a modern knowledge base system that helps in creating, editing, organizing, and sharing content efficiently. It allows you to kick start creating beautiful and structured content using in-built templates.

Over here you can create a wiki, product handbook, onboarding list, meetings, team updates, and so on. It lets you make the right decisions with its built-in decision-making and async discussion feature that eliminates scattered conversations and threads.

Features:

• Enables the creation and editing of content with collaborative cursors, drag, and drop, markdowns, etc.
• Organize projects and docs with features like filtering, column type, view picker, and more.
• Enables you to make clear decisions with the tools like set deadlines, react & move forward, full formatting options, and so on.
• Eases the sharing of work with the public, inviting guests, mentioning teammates, etc.
• Enterprise standard security is provided which is Soc 2 Type II approved.
• It can be integrated with other tools like Google Docs, Evernote, Confluence, Slack, Google Drive, Dropbox, Facebook, Instagram, and so on.

Pros:

• Advanced doc permissions.
• Unlimited integrations.
• Ready-to-use templates.

Cons:

• Usability issues reported.
• The automatic sorting option is missing.

Verdict: Slite offers over 2 lakh customers including brands like Spotify, Meero, AngloAmerican, BambooHR, Vanmoof, and many more. It is best to provide solutions for decision-making async. It includes quotes & replies, clear status, one clear inbox, and more.

Pricing:

Pricing is categorized as follows:

• Free: $0
• Standard: $8 per member per month
• Premium: $15 per member per month
• Enterprise: Contact for pricing.

Website: Slite

Other Noteworthy Tools

#12) Infinity

Best for creating & embedding Custom Forms and 50+ Customizable Templates to Help You Work Smarter.

Infinity is a workspace management tool that enables you to organize everything in one place. It provides you with different views altogether, like columns, tables, calendars, gantt, forms, and lists.

It enables you to organize your content in an easy and neat way that can be accessed easily with folders, subfolders, filtering, sorting, and grouping it. It automates the work process and provides visibility to data with chart views.

Pricing:

• 14-day money-back guarantee.
• Pricing plans are as follows:
  • Basic: $3.75 per user per month
  • Pro: $6 per user per month
  • Enterprise: Contact for pricing

Website: Infinity

#13) HubSpot Service Hub

Best for deriving team efficiency and deepening customer relationships.

HubSpot Service Hub is a customer service software trusted by companies like Ocean Spray, Kahoot, Legal Zoom, Rakuten Advertising, SoundCloud, and more.

It connects customer data and all channels on the same platform to support and grow the customer base. It provides various service tools to deepen customer relationships like customer portals, knowledge base, omnichannel messaging, inbound calling, live chat, VoIP calling, and so on.

Pricing:

• Free: $0/month
• Starter: $45/month
• Professional: $450/month
• Starter: $1,200/month

Website: HubSpot Service Hub

#14) Guru

Best for organising company information to be accessed from anywhere.

Guru is a knowledge base management software that helps in creating a company’s wiki that can be accessed anywhere by the employees. It has worked with thousands of companies including Slack, Spotify, Square, Shopify, and many more.

It eases the employee’s onboarding process by providing them with the knowledge of the organization and critical product information they need to thrive and leads to lower administrative costs.

Pricing:

• A 30-day free trial is available.
• Plans are as follows:
  • Starter: $5 per user per month.
  • Builder: $10 per user per month.
  • Expert: $20 per user per month.

Website: Guru

FAQs on Knowledge Base Management Software

Conclusion

Through the above research, we concluded how essential knowledge-based management software could be for any organization. It not only helps in creating the content but also provides various other services that collaborate with the team, increase productivity and decrease the administrative cost.

It provides various fonts, themes, formatting options, sharing options, integrations, automation, and so on. The market share of this software is increasing day by day due to factors like reduction in call handling time, increased customer satisfaction, etc., and is expected to rise in the future as well.

We researched and mentioned the best tools for you to manage your company’s knowledge base. Each tool comes with its distinct set of features and different pricing plans.

Some are good at increasing customer engagement like HelpCrunch and Zoho Desk etc. Some are good at creating SEO-optimised articles like Freshdesk, Helpjuice, etc.

Also Read => Review, Ranking, and Comparison of the Best SEO Companies

Our Review Process:

• Time Taken to Research this Article: We spent 26 hours researching and writing this article so you can get a useful summarised list of tools with a comparison of each for your quick review.
• Total Knowledge Base Software Researched Online: 32
• Top Knowledge Base Software Shortlisted for Review: 14