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Self-service, central repository of information for your customers.
Imagine a library where every book is perfectly organized, the librarian knows exactly where to find the answer to any question, and the doors never close.
That’s what knowledge base software does for your organization—a place where every piece information is neatly stored, ready to serve you 24/7.
In this article, we look at what knowledge base software solutions are and the best knowledge base tools in the market.
Knowledge base software lets you build a centralized, dedicated space for creating, managing, and sharing information within an organization or to external users and other stakeholders.
Two categories of knowledge base can be created with this software:
Internal knowledge bases are used within an organization to provide information to employees. This information may include company policies, training materials, or troubleshooting guides. They can be hosted on dedicated platforms or integrated with existing tools, like help desk software.
External knowledge bases provide customers with self-service support by offering access to FAQs, product manuals, troubleshooting guides, how-to videos, and how-to articles. This helps reduce the volume of support tickets and empowers customers to find solutions independently.
Knowledge base software provides numerous tools, each with its own set of features and functionalities:
FAQs provide quick answers to common queries. They are usually structured in a question-and-answer format, allowing users to easily find relevant information.
Community forums are platforms where users can engage in discussions, ask questions, share insights, and exchange information on various topics. They enable peer-to-peer support and are the building of a knowledge-rich community.
Troubleshooting guides are step-by-step resources designed to assist users in identifying and resolving issues with a particular product or system. These guides typically outline common problems, symptoms, and recommended solutions, enabling users to address issues independently.
User manuals are comprehensive documents that provide users with detailed information on how to effectively use and operate a particular product or system. These guides typically include step-by-step instructions, technical specifications, and troubleshooting information.
Self-service portals are centralized, online platforms that empower users to independently access information, perform tasks, and resolve issues related to a product or service. They provide a user-friendly interface, allowing individuals to find answers to common queries, access resources, and complete transactions without direct assistance from support staff.
Choosing the best knowledge base software for your business can be challenging given the many options available. To help you make an informed decision, we’ve assessed 12 leading knowledge base platforms.
BoldDesk’s knowledge base software is designed to help businesses create, manage, store, and publish documentation for improved customer support and internal knowledge sharing.
As one of the Zendesk alternatives, its intuitive and user-friendly, so team members and external users can quickly find information and contribute to the collective knowledge of the organization.
With the capability to generate unlimited knowledge base articles, it is flexible for building out the self-service resources for any brand or product, ensuring that your organization can provide extensive support using effective customer service tips coverage. The ticketing system workflow lets you streamline your documentation publishing process and includes an instant search function that offers quick answers to user queries. The autosuggest feature enhances the user experience by recommending relevant articles based on keywords in support tickets.
Organizing content is made intuitive with tags and the ability to manage categories, sections, and articles, which can be arranged in the desired order using a simple drag-and-drop interface. Category-level access further refines content visibility, ensuring that specific user groups see only what is relevant to them.
BoldDesk also boasts a robust article editor that simplifies the writing and editing process, equipped with Markdown and HTML (WYSIWYG) capabilities, autosave, and version control. This editor also offers an instant preview feature, alongside the ability to attach files, embed images and videos, and use code blocks to enrich content.
Building a multilingual knowledge base is straightforward with BoldDesk, allowing you to serve a global audience in its preferred languages. Making it a top choice among Helpscout alternatives.
BoldDesk shows customer appreciation by facilitating users through comments, private notes, and @mentions, while satisfaction feedback helps maintain the quality and relevance of your knowledge base.
The software comes packed with additional tools to enhance your content management, including article templates; expiration settings; reordering, cloning, and sharing options; status indicators; and advanced filters.
It also provides an internal option for publishing sensitive documentation so that information is accessible only to authorized personnel.
BoldDesk also prioritizes SEO and social media optimization with on-page SEO tools, SEO-friendly URLs, sitemap generation, and Open Graph support, ensuring your content is easily discoverable and shareable.
Additionally, it has branding and customization options, from feedback labels to white labeling and custom domains, all with built-in SSL support.
Security is paramount—that’s why BoldDesk includes roles and permissions to control access, single sign-on for convenience, robust password policies, IP restrictions, and detailed audit logs for transparency and compliance.
To summarize, BoldDesk knowledge base software is a versatile and user-friendly platform designed to support your organization’s customer service and internal knowledge-sharing objectives.
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Free trial: Enjoy a 15-day trial at no cost, with immediate access, no credit card requirement, and the option to cancel at any time.
Reach out to the BoldDesk support team to arrange a 30-minute live demo to see how our knowledge base software can effectively meet your needs.
Zendesk help center software is part of Zendesk for service, a comprehensive customer service platform.
It enables businesses to create a self-service support center where customers can find answers to their queries without interacting with support agents.
Zendesk’s knowledge base software solution empowers businesses to create, organize, and manage a centralized source of information.
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Free trial: 14 days
Confluence is a collaboration and documentation tool developed by Atlassian, designed to facilitate teamwork and knowledge sharing within organizations.
It integrates effortlessly with other Atlassian products, such as Jira, to provide a comprehensive solution for project management and collaboration.
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Free trial duration: 7 days
Document360 is a comprehensive knowledge base platform that empowers businesses to create and maintain documentation, FAQs, user guides, and tutorials.
The software is designed with a user-friendly interface, making it accessible to both users with technical expertise and those without.
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Free trial duration: 14 days
Notion is a multifunctional tool that allows users to create, manage, and organize content in a flexible and customizable workspace.
It features a block-based structure, enabling users to combine various types of content blocks such as text, images, databases, tasks, and more within a single page.
Notion is designed for collaboration, providing real-time editing, and commenting features.
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| Free |
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HubSpot Service Hub offers knowledge base software as part of its comprehensive customer service platform.
HubSpot Service Hub knowledge base software can be a good option for businesses of all sizes, especially those already using other HubSpot tools.
It offers a user-friendly interface, strong integration capabilities, and features designed to improve
customer service and self-service.
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Help Scout offers a knowledge base feature as part of its customer service platform. It is a great choice for businesses seeking a simple, user-friendly, and affordable knowledge base software solution.
It’s particularly well-suited for smaller companies and teams that value a straightforward approach with essential features. However, it might not be the best fit for very large organizations or those requiring highly complex functionalities.
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Free trial duration: 15 days
Guru offers a comprehensive knowledge management system that focuses on context, collaboration, and proactive recommendations to empower individuals and teams to work more efficiently and effectively.
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Free trial duration: 30 days
Helpjuice is a knowledge base software solution designed to assist organizations in creating, managing, and sharing internal and external knowledge.
It is a good option for businesses of various sizes looking for a simple, affordable, and user-friendly knowledge base solution. Its intuitive interface and features make it easy to set up and manage.
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Free trial duration: 14 days
Nuclino is web-based knowledge base software that positions itself as a unified workspace for teams to combine all their knowledge, documents, and projects together in one place.
It is known for its simple, intuitive, and distraction-free interface, making it easy for anyone to quickly get started with the tool.
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Bloomfire is a knowledge sharing and collaboration tool designed to help teams organize, share, and leverage collective knowledge.
This knowledge management software leverages AI to optimize knowledge sharing and streamline access to critical information.
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Free trial duration: 30 days
Slite is a popular knowledge base software that helps teams organize, share, and find information. It is designed to be simple and easy to use, so that anyone can effortlessly create and manage content.
With Slite, teams can write and organize notes, create documents with rich formatting options, build knowledge bases, and set up shared channels for different projects or topics.
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Here is a summary of the best knowledge base software on the market today!
| Knowledge base tool & key features | Starting price |
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| $12/agent/month |
| $55/month |
| $6.05/agent/month |
| $149/project/month |
| $8/user/month |
| $15/agent/month |
| $20/user/month |
| $15/user/month |
| $120/user/month |
| $5/user/month |
| Contact for pricing |
| $8/user/month |
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Knowledge base software comes equipped with a variety of features designed to streamline information management and enhance user experiences.
Here are some of the key features that make knowledge base systems effective:
Knowledge base software isn’t just a fancy storage unit for information—it’s a powerful tool that can transform your business in several ways.
Here are some key benefits of using knowledge base tools:
Self-service knowledge base software allows users to find answers to their questions quickly and independently using customer self-service . without interacting with support staff, leading to higher customer satisfaction.
By providing detailed and easily accessible information, a knowledge base can significantly reduce the number of support tickets. This enables support staff to take a chance on customer focus, allowing them to emphasize or focus on more complex issues that require personal attention to boost their productivity.
A knowledge base is available around the clock, providing users with access to information whenever they need it. This is especially beneficial for global businesses that serve customers in different time zones.
Knowledge-base software can be a cost-effective support solution for businesses. Using the IT help desk reduces the number of support tickets and saves resources that would otherwise be spent on customer support.
Knowledge base software ensures that the information provided to users is consistent. This consistency is crucial for maintaining the credibility and reliability of the company’s support.
Support agents can use the knowledge base to find information quickly, which can increase their efficiency and productivity. This also helps in providing faster responses to user inquiries.
Effectively delivering knowledge base software can take different forms that cater to the needs of both the organization creating the knowledge base and the end users who will be accessing it. The following are some common approaches for delivering knowledge base software:
SaaS knowledge base software is hosted and maintained by a provider, accessible through subscription-based models. Users can access the software over the internet without needing to install or manage it locally.
Open-source knowledge base software refers to platforms where the source code is freely available for anyone to view, modify, and distribute. Users have full control over customization and deployment.
Free knowledge base software and free helpdesk software offer basic features at no cost. These solutions often target smaller teams or projects and may have limitations compared to paid versions or other types of knowledge base software.
Knowledge base software and knowledge base management are two essential components of an organization’s information management strategy.
Knowledge base software provides the platform for storing, organizing, and retrieving knowledge, while knowledge base management refers to the processes and practices that ensure the knowledge within the software is accurate, up-to-date, and easily accessible.
The relationship between knowledge base software and knowledge base management is mutually beneficial. Effective knowledge base management maximizes the potential of the software, leading to a more informed and efficient organization.
Knowledge base solutions aren’t one-size-fits-all. They require careful consideration of your unique requirements, goals, and budget.
By understanding the different types of knowledge base software solutions available, their key features, and the potential benefits they provide, you can make a decision that empowers your customers, streamlines your operations, and fuels your business growth.
Knowledge base software is a tool that allows organizations to create, maintain, and manage a centralized repository of information. This can include FAQs, articles, how-to guides, and other resources to help users find solutions to their issues or learn more about products or services.
Knowledge base software is used by a variety of end users, including customer service teams, employees, managers, stakeholders, and customers. It is particularly valuable for customer support, IT departments, HR, and any team that requires a repository of knowledge.
Knowledge base software can improve operational efficiency by allowing employees to quickly find information without needing to contact a colleague. It can also enhance customer satisfaction by providing instant access to answers to customer queries without the need for direct support.
Yes, a publicly available knowledge base can be indexed by search engines and help drive organic traffic to your website. By providing answers to common questions and topics, it can improve your website’s visibility and relevance.
The difficulty varies depending on the software chosen. BoldDesk, for instance, offers intuitive interfaces and easy-to-use tools for setting up and managing content.
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