11 Top SaaS Knowledge Base Tools & Platforms in 2025
What do you do when you have a query about a product, service, or a solution? Usually, you will look to a company’s resources section or knowledge base for answers.
Are you struggling with managing your customer support requests?
Do you find yourself answering the same questions repeatedly?
If so, a SaaS knowledge base may be the solution you’ve been looking for. According to a Salesforce survey, almost 89% of millennials use a search engine to find answers before making a call to get customer service.
A knowledge base is a centralized repository where information and resources are stored and organized for easy access. It is commonly used as an effective customer support tool by businesses of all sizes.
With the emergence of Software-as-a-Service (SaaS) technology, creating and maintaining a knowledge base has become even easier. Whether you are a small business owner or part of a larger organization, having a SaaS-based knowledge base can save time and improve customer satisfaction.
Let us discuss what a knowledge base is and its benefits, examples of some of the best tools available, as well as best practices for organizing your content effectively.
Table of Content
What is the SaaS knowledge base?
A SaaS (Software as a Service) knowledge base is defined as an online library of resources that helps users understand and troubleshoot issues related to a particular software application or platform. It typically includes documentation like user manuals, FAQs, troubleshooting guides, and tutorials aimed at helping users get the most out of their software experience.
By using a SaaS Knowledge Base, you’re empowering your customers by offering them self-service support. Your users get access to relevant and targeted content they need at any time of day without having to wait for assistance from support teams – this level of convenience saves time and reflects well upon your brand image.
Key Features of SaaS Knowledge Base Software
If you as a business invest in the right tool to create a knowledge base, it can become an incredibly helpful resource that enables your users to easily resolve their issues. Moreover, in a crowded marketplace it is a useful competitive advantage.
If you’re considering implementing a knowledge base for your business, it’s important to have an understanding of the key features that make a great SaaS knowledge base software.
Here are the key points to keep in mind:
- Easy to Navigate Interface: The SaaS Knowledge Base tool should have an easy to navigate interface. A simple and user-friendly interface will help users in easy navigation, potentially reduce the amount of support tickets, and increase customer satisfaction.
- Searchable Content: SaaS knowledge bases have the ability to search for content based on keywords, phrases, or categories related to specific topics or questions. It makes it easy for users to find what they’re looking for and saves them time in the process.
- Collaborative Environment: Many SaaS knowledge bases allow teams or individuals to collaborate on creating, editing and updating content in real-time which can significantly reduce workload pressures, streamline processes, and foster team collaboration.
- Multi-Lingual Support: The feature enables users around the world to access your content effectively in whichever language they feel most comfortable using; consequently increasing audience reach extensively.
- Comprehensive Content Management System: It is necessary for managing the vast amount of content in the knowledge base. This includes features like editing, creating, categorizing, tagging, archiving and deleting contents with ease.
- Analytics: Analytics provide insights into how customers use the knowledge base so that administrators can optimize it over time. Data such as most frequently searched topics, top viewed articles/pages, and how much time users spend on specific articles is important.
Benefits of SaaS Knowledge Base
The main goal of a SaaS knowledge base is to enable customers to access the help they need without having to contact your support team.The simpler it is for a user to navigate your service, the fewer issues they’ll face, and the shorter their ‘time to value‘.
If you are serious about customer service, having a knowledge base can improve customer satisfaction and help grow your business.
Let us discuss the SaaS Knowledge Base benefits:
• Increase Customer Self-Serve: A SaaS Knowledge Base provides customers with information that they can access themselves, which means less time spent on customer support and more time to focus on other tasks.
• Save Time and Money: Instead of spending hours answering the same questions via email or phone, you can refer customers to your Knowledge Base where they can find answers to their questions quickly and easily.
• Build Brand Loyalty: Providing an easily accessible and comprehensive set of informational articles shows your customers that you care about their needs and are invested in making their experience with your product as smooth as possible.
• Improve SEO for your Website: Creating informative content for your Knowledge Base will also improve the search engine optimization (SEO) of your website, better positioning it in search results pages when potential customers are looking for businesses like yours.
• Gather Analytics Data About Common Customer Issues: Analyzing the articles most frequently accessed through your Knowledge Base can provide valuable insight into what issues or misunderstandings may be affecting many users.
Having a SaaS Knowledge Base is important not only for streamlining internal processes but also for enhancing the overall customer experience.
11 Top SaaS Knowledge Base Tools & Platforms
As you understand, providing a knowledge base helps customers solve their own problems as they emerge. If you are looking for a reliable knowledge base tool to help your business, there are plenty of great options available. We have summarized the top eleven SaaS Knowledge Base tools and platforms that can prove to be a right fit for your business.
Here’s an overview of some of the best SaaS (Software as a Service) knowledge base tools and platforms
1. Omni24
Omni24 is a comprehensive SaaS knowledge base tool that streamlines information management and enhances collaboration within organizations. With its user-friendly interface and powerful features, Omni24 simplifies the process of creating, editing, and organizing knowledge base content. Whether you are a small startup or a large enterprise, this tool offers the perfect solution for efficiently storing and sharing valuable information.
Key Features:
- Intuitive editor: With Omni24’s intuitive editor, you can easily create and edit knowledge base articles without any coding knowledge, saving time.
- Customization options: Omni24 allows you to customize your knowledge base to match your brand’s aesthetics, ensuring a seamless user experience for your customers.
- Multi-language support: With support for multiple languages, Omni24 enables you to reach a global audience and provide localized knowledge base content.
- Analytics and reporting: Track the performance of your knowledge base with in-depth analytics and reports, allowing you to make data-driven decisions to improve user experience.
- Multilingual support: Expand your reach to diverse audiences by effortlessly creating and managing your knowledge base in multiple languages.
- Help desk integration: Omni24 offers a complete help desk and ticketing system along with knowledge base, which makes it easy for brands to manage their customer issues to automate the customer support.
Pricing
Omni24 offers a competitive pricing starting from 29$ per user per month with standard knowledge base features and goes up to 149 per user per month to cater for enterprise needs with advanced features and team collaboration options
2. Veemo Support
Veemo Support is another popular SaaS knowledge base tool that enables businesses to provide exceptional customer support and enhance their knowledge management processes. With its intuitive interface and robust features, Veemo Support simplifies knowledge sharing as well as empowers teams to deliver efficient support solutions.
Key features:
- Self-service portal: Allows customers to find answers to their queries by accessing an extensive knowledge base, reducing the need for manual support.
- Customization: Tailor the knowledge base to align with your brand’s identity and style by customizing the look, feel and layout of the platform.
- Analytics and insights: Gain valuable insights into user behavior, content performance, and popular searches to optimize your knowledge base.
- Collaborative editing: Multiple team members can collaborate on creating and updating content simultaneously, ensuring accuracy.
- Advanced security: Help juice prioritizes the security of your data with features like role-based access control, SSL encryption, activity logs, and IP restrictions, ensuring the safety of confidential information.
Pricing
Veemo Support’s pricing starts from $29 per user per month for a complete help desk and knowledge base software. It offers 4 paid plans to cater for small, medium and large businesses. You can connect with the sales team for any custom solution requirements.
3. ServiceNow
ServiceNow is a popular IT service management (ITSM) tool that includes a built-in knowledge base feature. It increases self-service rates for customers and employees that boosts agent productivity with contextual knowledge, powered by machine learning.
One major advantage of this tool is its seamless integration with other ServiceNow ITSM products, making it easier to manage multiple aspects of your organization from one centralized location.
Key Features:
- Microsoft Word authoring provides a familiar writing experience to the users.
- Knowledge demands insights via Machine Learning (ML).
- Content feedback mechanisms to act on customer and internal user feedback.
- In-context creation to capture knowledge articles while managing cases or incidents.
Pricing
The subscription license is based on IT process users. It starts with $100 / IT process user / month with volume discounts available. End user pricing is offered in certain scenarios.
4. Wix Answers
Wix Answers is a powerful yet easy-to-use SaaS platform designed to help businesses build robust knowledge bases, manage customer interactions, and create customizable help centers.
It helps to build a knowledge base tailored to your brand and create help articles to assist customers, guide support teams or keep employees updated.
The platform allows users to seamlessly create, organize and optimize articles. It helps in efficiently controlling all aspects of knowledge management.
Key Features:
- Allows creating high-quality content easily that can be accessed by customers 24/7, from any device or location.
- Multi-channel ticketing helps desk software.
- Automation and workflow management tools.
- Analytics dashboards.
- Robust integrations with popular third-party applications.
Pricing
The pricing for Wix Answers starts at $24.0 per month. Wix Answers has 4 different plans: Self-Service at $24.00 per month. Call Center at $56.00 per month.
5. HeroThemes
HeroThemes is another leading SaaS knowledge base tool that enables businesses to improve customer support through customized self-help portals and FAQ pages.
The platform provides an array of templates that can be easily customized to match brand aesthetic, insightful metrics tracking to better monitor KPIs such as pageviews or customer satisfaction ratings, integrations with popular CRMs like HubSpot and Salesforce ensures seamless collaboration between teams.
Key Features:
- Gain valuable insights into what your customers are looking for.
- Category organization and powerful search make it easy to find answers.
- Offers a modern design that will style your articles and make it look professional without any design skills.
- Heroic Knowledge Base provides a curated knowledge base experience.
Pricing
All products sold on HeroThemes.com, license and support is assisted via the site.
Included in the subscription are access to downloads, support and updates for that product the duration of the subscription. Subscriptions are billed annually until canceled.
6. Notion
Notion should be your go-to choice if you’re looking for something more than just a traditional knowledge base tool. It is a collaborative workspace that combines notes-taking functionalities with project management tools in one place.
In addition to creating a comprehensive knowledge base accessible by employees or customers alike. Notion also allows for organizing tasks in Kanban boards or calendars as well as sharing documents internally in real-time which encourages your team members to feel comfortable discussing projects while sharing files seamlessly.
Key Features:
- Offers powerful filters to find data and decisions across teams in seconds.
- Notion’s sidebar keeps your workspace organized no matter how fast you grow.
- Synced Blocks — Keep content updated, automatically.
Pricing
Notion allows you to get started with the free version. The Plus version is available at $8 and the Business version is available at $15. You can connect with the sales team for the Enterprise version.
7. Zendesk
Zendesk is one of the most popular customer service and support platforms on the market. However, it also offers a comprehensive knowledge base solution that can be used to provide self-service support to customers.
Zendesk features a help center option that you can use to help customers help themselves with easy authoring, fast updating, team collaboration, and website widgets.
Key Features:
- Users can easily create articles.
- Organize them by category or topic and use tags to make them more discoverable. You can also add images and video to articles to make them more engaging.
- Analytics dashboard to gain insights on most viewed articles and feedback from customers.
Pricing
Zendesk pricing starts from $49 per agent/month billed annually (single help center), Suite Growth – $79 per agent/month billed annually (multiple help centers and Suite Professional – $99 per agent/month billed annually (multiple help centers)
8. HelpDocs
HelpDocs is another powerful knowledge base tool that is designed specifically for businesses. It offers a simple interface that makes it easy for non-technical staff members to create and manage knowledge base articles.
The platform helps to build, host and monitor your Knowledge Base in one piece of software so you can focus on the customers who need your help most.
Key Features:
- Provides unique branded web pages for users to customize their knowledge bases with their own logos, colors and fonts so that they match their website’s overall design.
- Allows integrations with other tools like Slack or Intercom for better efficiency in communication.
- Offers a feedback system for users to leave comments on specific articles, asking questions or giving feedback on how helpful the article was in addressing their needs.
Pricing
Helpdocs offers a pricing model starting from $39 per month/user. It offers a free trial version to the users.
9. Re:amaze
Reamaze’s focus expands beyond just self-help docs – it combines messaging features with customer support workflows as well in its platform offering true multi-channel presence for companies seeking efficient ways with handling customer inquiries across different channels such as email or social media direct messages.
The platform offers automation features enabling businesses 24/7 operation and helps visitors submitting tickets, greet by automated responses based on company branding & context-dependent avatars, add visual interest making customer inquiry management a breeze.
Key Features:
- Offers customizable and embeddable FAQ centers to help customers help themselves.
- Provides a shared inbox helpdesk for all your support channels.
- Allows to automate all business opportunities with pre-built or custom chatbots.
- Keep your customers informed by alerting them with the status page.
Pricing
Re:amaze offers two plant structures: User-based: offers 3 user-based plans: Basic, Pro, and Plus. Volume-based: offers 3 plans: Starter, Volume Pro, and Volume Plus. Billing is based on how many staff users you have in your Re:amaze account.
10. Confluence
Developed by Atlassian, Confluence is one of the leading enterprise wiki solutions on the market today. It is built specifically for businesses with multi-tier teams often working in remote locations.
With its focus on accessibility, streamlined user experience, robust project management capabilities and other features such as integration with other Atlassian products like Jira – an issue-tracking platform – Confluence has become the go-to solution for businesses looking to securely store all their business-critical information in one place.
Key Features:
- Advanced search capabilities for easy searches within specific pages or an entire space.
- Create spaces dedicated exclusively for team collaboration and knowledge sharing.
- Macros to add interactivity to Confluence pages with extra functionality or dynamic content.
Pricing
Confluence offers a free version for up to 10 users – Standard – $5.50 per user/monthly, Premium – $10.50 per user/monthly, Enterprise – custom quote.
11. HubSpot Service Hub
If you want an all-in-one solution for your customer service needs, HubSpot Service Hub is an excellent choice. It offers an extensive knowledge base module, which allows self-help searching along with intuitive editing capabilities.
Client interaction tracking means previous interactions can be reviewed quickly and helpfully addressed in new requests.
The platform also has a ticketing system, live chat integration and CRM software built into it – making this tool great for small businesses rather than just those needing a simple knowledge management solution.
Key Features:
- Offers ticketing system for managing customer concerns effectively.
- Provides live chat integration for real time interaction with customers.
- Inbuilt CRM software that is great for businesses along with knowledge management solutions.
Pricing
HubSpot Service Hub pricing subscriptions plans start from: $50.00/month. Free trial version is also available.
SaaS Knowledge Base Examples to Inspire
If you’re providing software as a service (SaaS), creating a robust knowledge base is critical to ensuring your customers have access to the information they need. However, it can be challenging to know where to start and how to structure your knowledge base effectively.
Fortunately, there are many great examples of SaaS knowledge bases that you can draw inspiration from.
1. Slack
Slack is well-known for its user-friendly interface and comprehensive help center, which includes a searchable knowledge base. The Slack team has done an excellent job of organizing their content by using categories such as Getting started, Using Slack, and Troubleshooting. They also feature videos and images throughout their articles to make them easier to understand.
2. Shopify
Shopify is an e-commerce platform for online stores with over a million active users. Its help center is well-designed and intuitive, with detailed documentation on every aspect of selling online through the Shopify platform. The articles are easy to read and navigate, making it easy for customers to find what they’re looking for.
3. Airbnb
Airbnb’s help center provides information on all aspects of its home-sharing platform—from how to sign up and create a listing to advice on handling issues with guests. Airbnb also offers personalized support through Twitter, Facebook and other channels.
4. Zocdoc
Zocdoc is an online service that allows patients to book appointments with doctors and healthcare facilities quickly and conveniently. Their knowledge base includes articles on health-related topics along with frequently asked questions (FAQs) about using their platform. Their intuitive search feature makes accessing information quick and easy.
5. Hello Fresh
HelloFresh offers meal delivery services, primarily targeting busy individuals who don’t have time to go grocery shopping or plan their meals. Their knowledge base provides helpful articles and tips that range from how-to-guides on cooking techniques, ingredient substitutions, nutritional information and more! They also include a search bar for users to find specific topics easily.
Grow Your Online Support with SaaS Knowledge Base
Whether you’re running a small business or managing a large enterprise, using SaaS knowledge base tools is a smart choice. Utilizing a SaaS knowledge base tool can immensely benefit your online support system.
A well-crafted SaaS Knowledge Base can improve user satisfaction by providing timely support that works best for users while reducing department expenditure in customer service queries resolution times significantly lower than expected without impeding business operations and customer acquisition loyalty-boosting effects!
Tushar Joshi is a passionate content writer at Omni24, where he transforms complex concepts into clear, engaging and actionable content. With a keen eye for detail and a love for technology, Tushar Joshi crafts blog posts, guides and articles that help readers navigate the fast-evolving world of software solutions.
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FAQs on SaaS Knowledge Base
What is the knowledge base for?
Basically a knowledge base is a self-serve online repository of information about a product, service, or any topic. The data in your knowledge base can come from anywhere. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. Its main purpose is to resolve the common issues in real time without reaching out to the support team.
Why do I need a SaaS knowledge base for my business?
Businesses should invest more time and effort to create a SaaS knowledge base as it can become an incredibly helpful resource that will empower your users to easily resolve their issues in real time without knocking the support desk. It is a useful competitive advantage in the crowded marketplace. The more simpler you make for a user to navigate your product/service, the fewer issues they will encounter, and the shorter their ‘time to value‘.
How can I optimize my SaaS knowledge base for search engines?
Search engines provide a better customer experience to knowledge base readers. Instead of readers trying to find an article using a pre-defined category they can use search functionality to get the right content. Readers can search using keywords and search engines bring relevant articles in no time! Additionally, it also enhances engagement with the knowledge base content that eventually leads to decrease in customer support tickets and improves customer retention.
Why is it important to keep my SaaS knowledge base up-to-date?
It is very important to keep your company’s SaaS knowledge base because if it contains outdated or inaccurate information, it will affect your team members based on wrong information. It will also create a bad impression and lose trust in the company’s knowledge base.
