9 Best Knowledge Base Software & Tools for Businesses
Invest in top knowledge base software to boost productivity, enhance employee engagement, prevent knowledge loss, and elevate the customer experience.
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Empower employees to make informed decisions and resolve customer service problems faster with kb software.
Increase team productivity with the best knowledge base software. It centralizes all the knowledge and makes it accessible to all the employees. Less time spent searching for information means more time for priority work.
Deploying a good knowledge base solution provides a central source of information to all teams communicating with customers and prospects, leading to a more consistent, unified customer experience.
Businesses can deliver on-demand training, which is an impactful way for people to learn. When all materials in the knowledge base are searchable, employees can directly jump to the information that is most relevant to them.
A knowledge database software reduces time for employees in searching for details making them productive and contribute high-quality work. The better understanding of work across the team leads to revenue growth.
Gone are the days of bulky files and endless searching for information. Modern businesses accumulate vast amounts of information to support staff and stakeholders.
Knowledge-based software helps businesses store, organize, and share information in one place, enabling users to find solutions quickly.
Leveraging a reliable knowledge base tool can significantly improve productivity of customer service. Let us explore the various features and benefits of kb software, helping you make informed decisions.
Knowledge Base Software is a centralized digital repository that stores and organizes an organization’s information, making it easily accessible to employees and customers. It typically contains a wide range of content, including FAQs, troubleshooting guides, product documentation and company policies.
The importance of Software lies in its ability to streamline information sharing and empower users to find answers effectively. By combining knowledge in one place, it enhances productivity, ensures consistency in information distribution and facilitates faster decision-making across the organization.
key objectives:
The below chart compares top knowledge base software, highlighting key features, pricing, and integration options to help you choose. Here are the details.
Software | Key Features | Price | Trial |
---|---|---|---|
Omni24 |
|
$29/agent/month | 14 days |
Veemo |
|
$29/agent/month | 14 days |
ServiceNow |
|
Custom pricing | 30 days |
Document360 |
|
$99/month | 14 days |
HelpCrunch |
|
$15/agent | 14 days |
Help Scout |
|
$20/user | 15 days |
HelpJuice |
|
$120/month | 14 days |
HelpJuice |
|
$120/month | 14 days |
Zendesk |
|
$19/agent | 14 days |
Guru |
|
$10/user | 30 days |
Knowledge base software is essential for businesses looking to efficiently manage and share information.
Internal kb tool is designed for use within an organization to store and share information among employees. It includes features like document management, search functionality and collaboration tools. Such kb software helps to improve internal communication and streamline onboarding processes. Some examples include Microsoft SharePoint and Confluence.
Reasons to implement:
Hosted knowledge base solutions are cloud-based platforms provided and maintained by third-party vendors. These services offer the advantage of easy setup, regular updates and minimal IT involvement. They are often scalable and can be accessed from anywhere with an internet connection.
Hosted knowledge bases are particularly useful for small to medium-sized businesses that lack the resources to manage their own servers. Popular examples include Zendesk Guide and HelpJuice.
Reasons to implement:
Self-hosted knowledge base software gives businesses more control over their data and infrastructure. These solutions are installed on the company’s own servers, providing greater customization options and security control.
The self-hosted type of knowledge base requires more technical expertise to set up and can be tailored to specific business needs, then integrated with existing systems. Some examples include MediaWiki and DokuWiki.
Reasons to implement:
Open-source knowledge base software is freely available for use, modification and distribution. These solutions offer flexibility and cost-effectiveness, as there are typically no licensing fees. Open-source platforms often have active communities that contribute to their development and provide support.
The open source knowledge base type is ideal for organizations with technical expertise who want to customize their knowledge base extensively. Some popular open-source knowledge base solutions include BookStack and XWiki.
Reasons to implement:
Customer service knowledge base software is specifically designed to support customer-facing operations. These platforms typically include features like public-facing portals, FAQ sections and integration with customer support ticketing systems.
These types of knowledge base software help reduce the workload on support teams by enabling customers to find answers to common questions independently. Customer service knowledge bases include analytics tools to track usage and identify areas for improvement. Key examples are Freshdesk and HelpScout.
Reasons to implement:
Deploying the best knowledge base platform provides a convenient self-help service to users. It saves time of resources that is otherwise spent answering common user questions.
The primary function of knowledge base software is to provide users with quick and easy access to relevant information. A key feature is its ability to optimize search results.
By using techniques such as categorization and smart search algorithms the software ensures that users can find the information they are looking for with minimal effort. It significantly increases website traffic and improves overall visibility on search engine result pages.
Leveraging a knowledge base software offers a structured and organized approach to managing information. It allows businesses to categorize as well as tag articles, making it easier for users to navigate and find relevant content.
The kb software provides customizable templates and a user-friendly interface to create an intuitive structure. Businesses can create a logical flow of information, ensuring that users can easily navigate through related articles and find the answers they are looking for.
The software includes features such as a hierarchical folder structure and content tagging. The ability to create knowledge base articles with rich media, such as images and videos enhances the organization of information.
The knowledge database software provides businesses with a centralized platform to create, edit and update content. It ensures that information remains up-to-date and accurate. With the ability to create,modify existing ones and retire outdated information.
The kb software often includes a user-friendly editor that enables non-technical users to create and publish content without requiring advanced coding skills. It saves time by empowering subject matter experts (SMEs) and support teams to contribute to the knowledge base directly. The kb software also ensures businesses stay with industry trends to provide relevant information to their customers.
The knowledge base tool should seamlessly integrate with other systems within an organization, such as customer relationship management (CRM) software or ticketing systems.
The integration allows a more holistic view of customer interactions and enables support teams to provide personalized assistance. It eliminates the need to search through multiple platforms, streamlining the support process and improving overall efficiency.
For example, when a customer submits a support ticket, the knowledge base software can suggest relevant articles or solutions based on their inquiry that leads to reducing response time and improving customer satisfaction.
Tracking and analyzing the usage of a knowledge base is essential to understand how effective it is as well as identify areas for improvement. Built-in analytics with reporting tools help businesses gain insights about articles that are most frequently accessed and how satisfied are the users.
The knowledge base application provides insights into metrics such as article views, search queries and user feedback. Analyzing the data, businesses can identify popular topics and gaps in their content. It enables them to refine their content strategy and continuously improve the knowledge base services to meet user needs better.
Knowledge database software enables multiple team members to contribute to create and manage content effectively. It allows real time collaboration making it easier for teams to ensure that information is accurate and updated. It provides version control to ensure changes can be tracked and reverted if needed.
The collaboration tools like notifications, commenting and task assignment help streamline the content creation process teamwork. The feature promotes teamwork as well as knowledge sharing within the organization, enabling subject matter experts to contribute their expertise and insights.
An effective knowledge base portal allows customers to find answers and troubleshoot issues on their own. It reduces the need for direct support by providing a convenient and efficient self-service option.
A well-designed self-service portal should have an intuitive interface, powerful search capabilities and easy-to-understand articles that address common customer concerns.
It reduces the workload on support teams, improves response time and enhances customer satisfaction.
A good knowledge base software tool can be incredibly helpful when it comes to providing efficient solutions.
Excellent Knowledge base support platform
Omni24 is an omnichannel customer experience software that integrates multi-channel support, an AI-powered chatbot and automated ticketing. It features a self-service knowledge base and detailed performance analytics, enhancing efficiency while providing insights to improve customer service as well as satisfaction.
Key features:
Pricing: Omni24’s pricing starts from $29/user/month and goes up to $149/user/month based on the features. All plans come with 14 days free trial and include a shared inbox, knowledge base and omnichannel support.
Best Knowledge base platform for businesses of all sizes
Veemo is an AI-powered customer engagement platform that offers a suite of products for support, sale and chat. The software provides a customizable ticketing system, an AI-driven answer bot and multi-channel integration. Its advanced reporting and analytics tools, along with multi-language support, streamline customer service as well as help businesses deliver tailored, effective support.
Key features:
Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features.
Best AI powered knowledge base tool
Deploy the ServiceNow platform to create a private knowledge base for your company team.
ServiceNow is a complete platform that allows companies to digitize their customer management and workflows.
Provides external facing knowledge bases to serve customers. It even includes an app store with integrations made specifically for creating advanced knowledge databases.
Key features:
Create a self service portal where users can access your knowledge base, customer support and support tickets from one place.The platform also features a brilliant innovative search function that matches terms with previous incidents to provide better results.
Top knowledge base platform for managing content
Document360 is a dedicated knowledge base platform that makes it easy to create, manage, and publish content for both internal and external audiences. Its key features include a Markdown-based article editor, white-labeled customer portals, version control and integrations with various tools.
Key features:
Intuitive Markdown-based article editor, customizable white-labeled portals, version control and audit history, integrations with help desk and code repositories.
Best knowledge base software for smart search
HelpCrunch is an all-in-one customer communication platform that includes a robust knowledge base. It allows you to create a self-service portal with an intuitive article editor, smart search, multilingual support, and customer feedback functionality.
Key features:
Drag-and-drop article editor, smart search with auto-suggestions, multilingual content support, customer feedback and ratings system, integrations with messaging and ticketing tools.
Powerful knowledge base software for customizable templates
Help Scout is a help desk solution that also provides a powerful knowledge base. Its key knowledge base features include a drag-and-drop editor, customizable templates, version history, and integrations with other Help Scout products.
Key features:
Drag-and-drop knowledge base editor, customizable templates and branding, version history and collaboration tools, integrated with Help Scout’s help desk and customer communications.
Best knowledge base software for team collaboration
HelpJuice is a knowledge base and documentation platform designed to help teams create, organize, and publish content. Notable features include a WYSIWYG editor, team collaboration tools, version control, and detailed analytics.
Key features:
WYSIWYG editor, team collaboration features, version control and history, detailed analytics and reporting, seamless integration with other business systems.
Top knowledge base software for content publishing
Zendesk Guide is Zendesk’s knowledge base and help center software. It allows you to build self-service portals, publish content, and leverage powerful search, analytics, and integrations with other Zendesk products.
Key features:
Powerful content management system, customizable themes and branding, smart search functionality, advanced analytics and reporting, deep integration with Zendesk Support.
Best knowledge management for user-friendly article
Guru is a knowledge management platform that makes it easy to create, find, and share organizational knowledge. Key features include a user-friendly article editor, smart search, authentication options and integrations with popular business tools.
Key features:
User-friendly article creation and editing, smart search with autocomplete, authentication and access control options, integrations with productivity apps and business tools.
Choosing the right knowledge base software is crucial for businesses that aim to empower their customer service teams with access to accurate information. Here are the tips to consider.
Knowledge base software application acts as a centralized repository of information, providing easy access to both employees and customers.
Before diving into the technical aspects of building your knowledge base services, it’s important to decide what type of data you want to include. Consider the needs of your target audience and the purpose of your knowledge base.
Key suggestions:
Choosing the right tools is crucial in creating an effective knowledge base software.
There are several options available, ranging from open-source platforms to commercial solutions.
Consider factors such as ease of use, customization options, integration capabilities and scalability. Based on your requirement look for software solutions that offer features like:
Organizing the content in a logical and user-friendly manner is essential for an effective knowledge base software. It is important to categorize your content to ensure easy navigation and quick access to information.
Create clear categories and subcategories to help users navigate through the information easily. Use descriptive titles and keywords to make content searchable, enabling users to find what they need quickly. Divide your knowledge base into relevant sections and create logical categories. It will be easier for users to find the information they are looking for.
For example, if you are creating a knowledge base for a software product, you can have categories
Creating a knowledge database software is an ongoing process that requires regular maintenance. Assign a dedicated team responsible for updating and reviewing the content regularly.
Tips to follow:
Modern knowledge base software stands as a cornerstone for organizations seeking to enhance customer service efficiency and team productivity. Selecting the right platform empowers companies to centralize information, reduce support ticket volume, and deliver consistent customer experiences across channels.
Leading solutions offer sophisticated features like AI-powered search, analytics, and seamless integrations, making knowledge management more intuitive. Organizations leveraging advanced knowledge base platforms position themselves for scalable growth while maintaining service quality. Smart investment in knowledge management today creates a strong foundation for improved operational efficiency and customer satisfaction tomorrow.
Omni24’s DCX platform harnesses automation and AI to deliver unified customer experiences across digital channels, while keeping human touch
Knowledge database software is a centralized platform that stores and organizes information in a structured manner. It allows businesses to create a repository of knowledge that can be easily accessed and searched by employees, customers or relevant stakeholders. The kb software typically includes features like a user-friendly interface, search capabilities and customizable templates.
The main purpose of knowledge base application is to provide a self-service platform that allows users to find answers to their questions independently. It eliminates the need for repetitive customer support queries and empowers employees to access relevant information quickly. Hence, improving overall efficiency and productivity.
The best knowledge base software plays a crucial role in improving customer satisfaction and reducing support costs. Providing customers with a well-organized as well as easily searchable knowledge base, businesses can offer instant solutions to common problems. It reduces response times and enhances the customer experience.
Businesses should consider using knowledge base software because it allows them to harness the power of their internal knowledge. It helps retain institutional knowledge, provides a platform for knowledge sharing and ensures consistency in information across departments. It serves as a valuable resource for training new employees and improving overall organizational knowledge management.
The knowledge base services encourage seamless internal knowledge sharing within organizations. It allows employees to access valuable information, such as company policies, or training materials, when they need it. It promotes collaboration, reduces duplication of efforts, and ensures that teams are aligned with the most up-to-date information. It also aids in onboarding new employees, as they can quickly familiarize themselves with relevant resources.
An effective knowledge base solution promotes collaboration by providing a platform for team members to contribute, share and collaborate on content. It enables the creation of knowledge articles, FAQs or troubleshooting guides that can be collectively updated and refined. By encouraging a collaborative approach software ensures that diverse perspectives are incorporated which leads to more comprehensive and effective knowledge resources.
Security is a vital aspect when it comes to knowledge base software. Businesses should ensure that the software they choose offers strong security features such as role-based access control, encryption and regular backups. It is also important to regularly update the software to patch any vulnerabilities and protect sensitive information.
Help desks and knowledge base systems serve different purposes within an organization. A help desk is a system used to provide support and assistance to users, often through a ticketing system that tracks issues. Whereas a knowledge base system is a repository of information that can be accessed by users to find answers to commonly asked questions or to learn more about a particular topic.