Nowadays, 70% of customers expect a company’s website to include a self-service application. Knowledge base software has become a critical component for meeting and even exceeding customer expectations, helping businesses enhance their user experience (UX).
This kind of software facilitates the construction and maintenance of knowledge bases (KBs), which contain critical data for both employees and external users. Users can access, share, or even update data, allowing companies to promote a culture of self-service.
In this article, we’ve compiled a list of the top 11 knowledge base software available on the market. We’ve included their features and limitations, as well as tips on choosing the right software for your needs.
Let’s start with the fundamental question.
Knowledge base software is a specialized tool designed to store, organize, and manage information. This type of software allows you to create a centralized repository of knowledge that can be easily accessed and searched by users. Typically, it includes features for content creation, categorization, and search functionalities, ensuring that information is structured in a way that is easy to navigate.
In customer support, knowledge base software plays a critical role in enhancing self-service capabilities. Offering a comprehensive collection of articles, frequently asked question (FAQ) pages, and troubleshooting guides empowers customers to find solutions to their problems independently.
This improves customer satisfaction by providing instant answers and reduces the workload on support teams. As a result, support staff can focus on more complex and high-priority issues, leading to more efficient and effective customer service operations.
📚 A well-maintained knowledge base can help in training new support agents and ensuring consistent information is disseminated across all channels.
An ideal knowledge base software should have the following features:
Here is our selection of the top knowledge base software solutions in 2024. We tested them all ourselves. We also analyzed their profiles on review sites like G2, Capterra, and Trustradius to give you the most accurate assessment.
Image source: support.zendesk.com
The platform is part of the more comprehensive Zendesk Suite for customer support. It is designed to create a smart, self-service knowledge base that integrates seamlessly with other Zendesk tools.
What users like:
What users don’t like:
Image source: atlassian.com
Developed by Atlassian, Confluence is a powerful collaboration tool. It is ideal for creating detailed and structured knowledge bases, particularly for technical teams.
Image source: support.freshdesk.com
Freshdesk provides an intuitive knowledge base solution as part of its comprehensive customer support platform. This makes it easy to manage customer queries and information in one place.
Image source: help.helpjuice.com
Helpjuice is designed specifically to create and manage knowledge bases. Its focus is on customization, ease of use, and powerful analytics.
Image source: document 360.com
This knowledge base software focuses on simplicity and ease of use. It’s perfect for SMBs looking to create a comprehensive knowledge base quickly.
Image source: voog.com
Voog is a website builder that includes multiple KB creation capabilities. It is designed for ease of use, allowing you to create and manage content in multiple languages.
Image source: notion.so
Notion combines knowledge management, project management, and note-taking. It is designed for both personal and professional use and provides users with a highly customizable and collaborative workspace.
Image source: knowmax.ai
Knowmax is an AI-guided knowledge management platform. It empowers customer experience teams to deliver mistake-proof customer service across channels with actionable knowledge.
Image source: bloomfire.com
Bloomfire is a knowledge management and collaboration platform that leverages AI-powered search and robust analytics to enhance information discovery and usage.
Image source: zoho.com
This is a feature-rich customer service platform that includes a robust KB module. Due to its multiple integration capabilities, it is a versatile choice for businesses looking to enhance their customer support operations.
Image source: knowledgeowl.com
KnowledgeOwl is designed for ease of use and extensive customization. It is ideal for organizations looking to create and manage comprehensive documentation and self-service resources.
Here are some excellent examples of knowledge bases along with the software used to deliver top-notch information management and accessibility.
Image source: help.dropbox.com
Dropbox is a leading cloud storage and file synchronization service used by millions of individuals and businesses worldwide. It has implemented a comprehensive knowledge base to manage its extensive user base and ensure high-quality customer support.
💻 Software used: Zendesk Guide
Image source: help.evernote.com
Evernote is a popular note-taking application. Its extensive KB serves as a crucial resource for users to find solutions to their issues, learn how to use the app’s features effectively and get updates on new functionalities.
💻 Software used: Confluence
Image source: support.textmagic.com
Our KB is an extensive online resource designed to help users understand and utilize our platform effectively. It includes detailed articles, tutorials, FAQs, and guides that cover various aspects of the service, from setting up an account to advanced usage scenarios.
💻 Software used: WordPress
Alina Petcu, our technical writer, explains how utilizing the appropriate knowledge base means a job half-done:
“When building a KB, using the right software to suit your needs makes all the difference. In my experience as a technical writer, essential functionalities to look for include a user-friendly interface, robust search capabilities, customization options, and seamless integration with other tools. This is exactly what we prioritized when we built the Textmagic KB on WordPress, which we chose for its flexibility and extensive plugin ecosystem. This solid software foundation ensures that our KB is efficient and adaptable, meeting the diverse needs of our users.”
Follow these tips to ensure that you make the correct choice.
A well-chosen knowledge base can significantly reduce the time spent searching for information, improve customer support, and facilitate collaboration across teams. It also enables you to maintain a single source of truth, ensuring that all employees have access to the most up-to-date and accurate information.
When selecting your knowledge base software, avoid the one-size-fits-all option. Assess the scale of your operations, the level of customization required, and the integration capabilities with existing tools. You are now ready to make an informed decision that aligns with your organization’s goals and operational requirements.
Raluca Mocanu is a seasoned content writer, specializing in content marketing since 2016. With a strong focus on customer behavior analysis and SEO optimization, she crafts compelling narratives that drive engagement and boost conversions.
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