9 Best Knowledge Base Software & Tools for Businesses

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12
Knowledge Base Software

Boost Customer Satisfaction with the Top Knowledge Base Tool

Empower employees to make informed decisions and resolve customer service problems faster with kb software.

Improved Employee Productivity

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.

Consistency in Communication

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.

Reduced Training Time

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.

Boost Revenue Generation

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.

  1. 1 What is Knowledge Base Software?
  2. 2 Comparison Chart of Top Knowledge Base Software
  3. 3 Types of Knowledge Base Software to Consider
  4. 4 Key Features of Knowledge Base Software
  5. 5 9 Best Example of Knowledge Base Tools
  6. 6 How to Choose the Right Knowledge Base Software?
  7. 7 How to Create a Knowledge Base Solution?
  8. 8 Boost Your Support Using Knowledge Base Software
  9. 9 Scale Your Conversations with Omni24’s Digital Customer Experience Platform
  10. 10 FAQs on Knowledge Base Platform

What is Knowledge Base Software?

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:

  1. Improve efficiency: Reduce time spent searching for information and answering repetitive questions.
  2. Enhance customer experience: Provide 24/7 access to accurate, up-to-date information for better self-service.
  3. Foster knowledge retention: Capture and preserve institutional knowledge to mitigate the impact of employee turnover.

Comparison Chart of Top Knowledge Base Software

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
  • AI chatbot
  • Knowledge sharing
  • Analytics dashboard
  • Multichannel support
 $29/agent/month 14 days
Veemo
  • Smart search
  • Workflow automation
  • Team collaboration
  • Custom branding
 $29/agent/month 14 days
ServiceNow
  • ITIL compliance
  • Process automation
  • AI-powered
  • Enterprise-grade
 Custom pricing 30 days
Document360
  • Version control
  • SEO tools
  • Analytics
  • Custom domains
 $99/month 14 days
HelpCrunch
  • Live chat
  • Knowledge base
  • Email automation
  • Customer portal
 $15/agent 14 days
Help Scout
  • Shared inbox
  • Live chat
  • Docs management
  • Performance reports
 $20/user 15 days
HelpJuice
  • Smart search
  • Content collaboration
  • Custom branding
  • ROI tracking
 $120/month 14 days
HelpJuice
  • Smart search
  • Content collaboration
  • Custom branding
  • ROI tracking
 $120/month 14 days
Zendesk
  • AI-powered answers
  • Multilingual
  • Team collaboration
  • Analytics
 $19/agent 14 days
Guru
  • Knowledge verification
  • Browser extension
  • Integration-rich
  • Analytics
 $10/user 30 days

Types of Knowledge Base Software to Consider

Knowledge base software is essential for businesses looking to efficiently manage and share information.

Types of Knowledge Base Software

1. Internal Knowledge Base Software

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:

  • Improves staff efficiency: Employees can quickly find answers to common questions, reducing time spent searching for information.
  • Retention of knowledge: Captures institutional knowledge, preventing loss when employees leave.
  • Offers consistent communication: IT knowledge base software ensures all team members have access to the same, up-to-date information.

2. Hosted Knowledge Base

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:

  • Reduces upfront costs: No need for expensive hardware or IT infrastructure.
  • Higher scalability: Easily accommodate growth without significant investment.
  • Easy accessibility: Access information from anywhere with an internet connection.

3. Self-Hosted Knowledge Base

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:

  • Maintains data privacy: Sensitive information remains within the organization’s infrastructure.
  • Enables customization: Tailor the system to specific needs without vendor limitations.
  • Smooth integration: Seamlessly connect with existing internal systems and workflows.

4. Open-Source knowledge base

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:

  • Highly cost-effective: Free to use and modify, reducing software licensing costs.
  • Provides community support: Benefit from a large community of developers and users.
  • Greater flexibility: Customize and extend functionality to meet unique requirements.

5. Customer Service Knowledge Base

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:

  • Reduce support costs: Deflect common inquiries, allowing support staff to focus on complex issues.
  • 24/7 availability: Provide customers with instant access to information, regardless of time zone or support hours.
  • Increase customer satisfaction: Empower customers to find solutions quickly and independently.

Key Features of Knowledge Base Software

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.

Knowledge Base Software Features

1. Better Search Engine Optimization

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.

2. Structure and Organization

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.

3. Content Management

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.

4. Integration with Other Systems

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.

5. Analytics and Reporting

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.

6. Collaboration Tools

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.

7. Self-Service Portal

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.

9 Best Example of Knowledge Base Tools

A good knowledge base software tool can be incredibly helpful when it comes to providing efficient solutions.

1. Omni24

Excellent Knowledge base support platform

Omni24 Knowledge Base Software

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:

  • Easy-to-use interface: Omni24 offers a user-friendly interface that simplifies content creation and management. The ease of use ensures that even non-technical users can set up and maintain the knowledge base effortlessly.
  • AI-powered search: Software offers AI-powered search functionality that helps users find relevant articles quickly and accurately. It uses natural language processing to understand queries and deliver precise results.
  • Unified agent workspace: The platform provides a centralized agent workspace that integrates email, chat and social media interactions. This feature allows support agents to manage all customer communications from a single interface.
  • Customizable ticketing system: The Software provides ticketing systems that can be customized to fit various workflows and business needs. Users can create custom fields, statuses, and automation rules to optimize ticket management.

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.

2. Veemo

Best Knowledge base platform for businesses of all sizes

Veemo Knowledge Base Software

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:

  • Advanced search capabilities: The software provides advanced search options, including full-text search and filters. This helps users quickly locate specific information within a large volume of content.
  • Robust article management: Veemo provides a powerful article management system that helps organize and categorize content effectively. Users can create, edit and manage articles with ease, enhancing the knowledge base’s usability.
  • Automated ticketing system: The software offers an automated ticketing system that categorizes and prioritizes support requests based on predefined rules. This automation streamlines ticket management and helps agents address issues more efficiently.
  • Performance analytics: The platform offers detailed analytics and reporting on support metrics, such as ticket resolution times and customer satisfaction. This data helps organizations track performance and identify areas for improvement.

Pricing: Veemo’s pricing plans start from $29/user/month and go up to $129/user/month based on the features.

3. ServiceNow

Best AI powered knowledge base tool

ServiceNow Knowledge Base Software

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.

4. Document360

Top knowledge base platform for managing content

Document 360 Knowledge Base Software

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.

5. HelpCrunch

Best knowledge base software for smart search

HelpCrunch Knowledge Base Software

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.

6. Help Scout

Powerful knowledge base software for customizable templates

Help Scout Knowledge Base Software

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.

7. HelpJuice

Best knowledge base software for team collaboration

HelpJuice Knowledge Base Software

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.

8. Zendesk

Top knowledge base software for content publishing

Zendesk Knowledge Base Software

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.

9. Guru

Best knowledge management for user-friendly article

Guru Knowledge Base Software

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.

How to Choose the Right Knowledge Base Software?

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.

How to Choose Knowledge Base Software
  1. Ease of use: Look for a platform with an intuitive interface for both content creators and end-users. The kb software should make it easy to create, organize and search for articles without extensive training or technical expertise.
  2. Content management capabilities: Evaluate the software’s content management features, such as versioning, collaboration tools and approval workflows. These features ensure that your knowledge base content remains accurate, up-to-date and consistent across multiple contributors.
  3. Search functionality: A powerful search engine is essential for users to quickly find the information they need. Consider kb software that offers advanced search capabilities, such as natural language processing, suggested articles and faceted search filters.
  4. Multi-channel integration: Choose an IT knowledge base software that integrates seamlessly with your existing customer service channels, like websites, help desk software and chatbots. It allows customers to access relevant information from multiple touchpoints, providing a consistent and seamless experience.
  5. Analytics and Reporting: Look for software that provides robust analytics and reporting features. These insights help to identify popular topics, content gaps and areas for improvement, allowing you to continuously optimize your knowledge base tool.
  6. Customization and Branding: The ability to customize the look and feel of your knowledge base to match your brand’s identity is essential for maintaining a cohesive customer experience. Thoroughly evaluate the software’s customization options, such as theming, layout and branding capabilities.
  7. Multilingual Support: If your organization operates in multiple languages or has a global customer base, consider knowledge base software that supports content creation and display in multiple languages.
  8. Security and Access Control: Ensure that the kb tool offers high security features, such as role-based access control, SSL encryption & data backup and recovery options, to protect your knowledge base content parallelly maintain data integrity.
  9. Scalability and Growth Potential: When the business grows, your knowledge base needs also evolve. Choose software that can scale with your organization, offering features like content taxonomies, user segmentation and advanced customization options.
  10. Integration with Existing Systems: Examine the knowledge base app’s ability to integrate with your existing systems, such as CRM, help desk software or content management systems, to ensure a seamless flow of information and efficient knowledge sharing across your organization.

How to Create a Knowledge Base Solution?

Knowledge base software application acts as a centralized repository of information, providing easy access to both employees and customers.

Creating Knowledge Base Software

1. Identify the Data for the KB Software

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:

  • How-to guides and tutorials on using specific products or services
  • Frequently asked questions (FAQs) about common issues or concerns
  • Troubleshooting tips and recommendations
  • Product specifications and features
  • User manuals and documentation
  • Contact information for customer support or technical assistance
  • Service outage notifications and updates
  • Best practices and helpful tips for maximizing product or service performance
  • Internal knowledge bases for company policies, terms & conditions and other legal information
  • Relevant news and industry updates that may impact the customer experience.

2. Deploy the Right Tools Your Repository

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:

  • Intuitive content creation
  • Content management
  • Customizable templates
  • Robust search functionality
  • Analytics to track user engagement
  • Improve content quality

3. Label your knowledge base

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

  • Installation Guides
  • Troubleshooting
  • User Manuals
  • Frequently Asked Questions

4. Consistently Update Knowledge Base Application

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:

  • Make sure that outdated information is updated promptly.
  • Encourage user feedback and address gaps or inaccuracies in the content actively.
  • Acquire client feedback and identify areas that require improvement or additional information. Regularly review and audit your repository to ensure accuracy.
  • Implement a content review process and establish guidelines for content contributors to maintain consistency throughout your knowledge base

Boost Your Support Using Knowledge Base Software

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.

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FAQs on Knowledge Base Platform

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.

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