11 Best Knowledge Base Software & Tools for 2022

Best Knowledge Base Software Comparison List in 2022

Are your support tickets constantly increasing, and is this draining your support team’s productivity? Is the ticket overload degrading the quality of support experience your customers receive? 

Well, you are not alone! These are some of the common challenges organizations face today. 

No wonder businesses are looking for knowledge base software to create self-service platforms that can help customers solve problems independently and assist agents in delivering top-notch experiences. 

In this blog, we will go through the benefits of a knowledge base software, compare SaaS and open source tools, and explore these 11 best knowledge base tools to help you make an informed decision. 

Let’s go!

What Is Knowledge Base Software? 

Knowledge base software is a tool that helps you provide 24×7, self-service help center & customer support. With the knowledge base tool, you can create a customer service knowledge base, product documentation, FAQs, and user guides. From writing and designing to managing and publishing the content, knowledge base software helps you do it all in one place. 

The ultimate aim of this tool is to turn customers into independent problem solvers and reduce their dependence on traditional channels such as calls and emails. 

In addition to this, the knowledge base platform can also be set up internally as a private wiki or internal knowledge base to boost team collaboration and productivity. 

What Can Knowledge Base Software Do for You? 

As your business grows, your customer base expands. Ticket inflow increases and working with a small support team is no longer a feasible option. With the aid of knowledge base software, you can overcome this and many other challenges confronted by your business. 

Let’s take a quick look at the benefits you can reap by implementing knowledge base software: 

1. Delight Customers With 24×7 Self-Help 

If you are a rapidly growing business with a diverse customer base spread across the globe, your support process should incorporate the time zone differences. While your support team cannot work round the clock to solve customer problems, your knowledge base can. Regardless of the time and location, customers can access your knowledge base 24×7 and get lightning-fast solutions to their issues. 

2. Empowers Agents to Deliver Delightful Experiences

Scrambling for information when a customer is desperately waiting for a response can amplify the problem, resulting in customer dissatisfaction. With a searchable and structured knowledge base within easy reach, agents can quickly look up information and address customer concerns in just a matter of minutes. While agents feel satisfied as the interaction ends, the customer is all smiles!

3. Reduces Ticket Volume

The uncontrollable flow of tickets is overwhelming for agents and can severely impact their interactions with customers. Implementing the right knowledge base software ensures that only tickets of high importance and priority reach your help desk. By making customers self-reliant, a knowledge base not only reduces the customer ticket volume but also brings down the overall support cost. 

What Kind of Content Can Be Included in a Knowledge Base? 

A knowledge base should cover all the necessary information customers need to overcome their product or service-related challenges.  

Typically, a customer-facing knowledge base includes content such as: 

  • Product & service information
  • Step-by-step instructions
  • How-to articles & videos
  • FAQs
  • Troubleshooting tips & tricks, and much more. 

All this information is neatly organized across relevant categories that are stacked together in a table of contents. This makes it easy for customers to navigate through the knowledge base and find the information they need in just a few clicks. 

How Can Knowledge Base Software Reduce Your Customer Support Tickets? 

Raising tickets is a time-consuming process and unless absolutely necessary, customers typically avoid this route.

Research Report of customer
Source

There is one thing that knowledge base software does really well – nip customer problems in the bud before they turn into tickets and choke your overloaded help desk. 

Let’s learn how. 

This software helps you create self-service portals such as help centers, documentation, FAQs, manuals, and much more. These are well-structured and highly searchable platforms that customers can use to find answers to their questions. With help available 24×7, customers can independently solve common issues without relying too much on your support staff. 

While this keeps customers delighted, it also gives your agents a sigh of relief as they don’t have to answer the same questions again and again. Rather, your support team can now focus on bigger problems that deserve their undivided attention. 

That’s a win-win for your customers and agents!

SaaS & Open-Source Knowledge Base Software: What Is the Difference? 

To select the best knowledge base software, you must be familiar with the different types of tools and what they offer. 

There are mainly two types of knowledge base software – SaaS and open source. Let’s learn about them in detail.

1. SaaS Knowledge Base Software 

SaaS knowledge base software operates on a subscription model. It is a cloud-based solution maintained and hosted by an external service provider. All you need to do is pay a subscription fee and get access to the complete software in exchange. 

The software’s maintenance, performance, and security are the least of your concerns, as it is completely managed by a third party. Such tools offer various subscription plans, so you can go for the one that best fits your needs and budget. 

2. Open Source Knowledge Base Software 

If you want more flexibility and power to tailor the tool to your needs, open-source knowledge base software fits the bill. With this software, you get full access to the source code, so you can make changes to its features, functionality, and design as per your requirements. 

In addition to this, you will be solely responsible for the software’s maintenance, security, as well as hosting. 

Top 11 Knowledge Base Software & Tools in 2022

After rigorous research and scrolling through hundreds of websites, we have curated this comprehensive list of the best knowledge base tools, so you can make a well-informed decision. 

1. ProProfs Knowledge Base

ProProfs Knowledge Base

ProProfs Knowledge Base is one of the most advanced & best knowledge base software that helps you create both public and private knowledge bases with absolute ease. In addition to the knowledge base, you can also create network documentation, FAQs, manuals, user guides, and much more with this powerful software. 

What differentiates this knowledge base tool from its competitors is that it is incredibly easy to use and comes with stellar features that are designed to get the job done quickly. Another interesting aspect of this tool is that it doesn’t require coding experience or specialized training to use. 

ProProfs Knowledge Base works beautifully with its sibling tools – ProProfs Help Desk and Live Chat, helping you provide complete, 360° support to your customers. 

Key features of ProProfs Knowledge Base:

  • Professionally designed templates to help you create well-structured documentation, guides, manuals, and FAQs.
  • Easy to use editor for content authoring and publishing
  • Insightful reports to measure and improve your knowledge base performance
  • 100+ settings and integrations to configure the knowledge base just the way you want
  • Granular roles and permissions to manage user access
  • SEO functionality to improve knowledge base traffic and visibility

Pros & Cons: 

Pros
✅ The tool is easy to use and can be set up in minutes. 
✅ Simple and straightforward pricing structure with no hidden fees or month-end surprises.

Cons
❌ At times, the tool lags in speed. 
❌ The tool doesn’t allow internal comments on articles. 

Case Study: 

Zoho Corporation is a renowned SaaS company with over 60 million users globally. The company needed a simple yet powerful solution to create online user guides for its software tools. The goal was to provide customers with up-to-date user guides and help them solve problems on their own. 

The company went straight for ProProfs Knowledge Base and used it to create multiple user guides for its software tools. They were particularly impressed by the tool’s effortless authoring and editing. 

Deploying the tool noticeably improved Zoho’s customer support process. 

Best Suited for: Small to large enterprises
Pricing: Starts at $2/author/month

2. Guru

Guru-Internal knowledge base software

If you are specifically looking for a company wiki solution, then Guru is a great bet. It is one of the best internal knowledge base software options out there that allows you to capture information from the tools your team frequently uses, such as Google Docs, Slack, email, and CRM. This knowledge can then be stored in “Cards” to make it instantly accessible for your teams. 

Although Guru is designed mainly for internal use, you can also publish content externally through its APIs. 

Key features of Guru: 

  • Organize information in collections and boards
  • Track duplicate content in your wiki and take immediate action
  • Gain deep insights into what content your team is using
  • Simple editor to help you write or import content
  • Set custom knowledge trigger and make information search easier

Pros & Cons: 

Pros
✅ Knowledge can effortlessly be captured via Slack and converted into Cards.
✅ Powerful integrations with tools like Confluence, Slack, and Zendesk.

Cons
❌ Adding videos to Cards can be cumbersome.
❌ Search can be slow at times.

Case Study: 

Glint, a popular people success platform, uses real-time people data to help businesses achieve superior employee engagement and happier relationships at work. 

The company’s sales team was struggling with a slow and inconsistent onboarding process. There were no way sales reps could find meaningful knowledge stored in Slack and other platforms. This difficulty in accessing critical sales knowledge led to the loss of high-value deals and revenue. 

Guru provided Glint the ray of hope it desperately needed. By implementing the tool, Glint’s sales and marketing team can now easily search for sales-relevant information. While this has made them more confident in their jobs, it has also significantly improved the quality of client interactions. 

Best Suited for: Small to large businesses
Pricing: $6/user/month

3. Nuclino

Nuclino - Knowledge base software

Another great knowledge base tool that deserves to be a part of this list is Nuclino. Designed mainly for internal use, Nuclino offers your teams a fast and seamless way to collaborate. Your teams can manage projects and share knowledge easily in one unified space, which helps prevent silos and context switching. 

The knowledge base platform is quick to set up, easy to search, and works beautifully with over 40 popular platforms like Slack, Figma, and Google Drive, among others. 

Key features of Nuclino: 

  • Create content quickly with drag and drop editor
  • Restore document versions and undo unwanted changes
  • Explore content as PDF and Word documents
  • Quickly search content by titles
  • Drag and drop media to your documents

Pros & Cons: 

Pros-
✅ Dedicated mobile and desktop apps for Android and iOS.
✅ Teams can use internal comments to collaborate on documents.

Cons-
❌ More formatting options can be added.
❌ UX could use improvement. 

Case Study: 

Paddle, a renowned software firm providing end-to-end payment infrastructure solutions for software companies, has a footprint across 150 countries. 

As a fast-growing company, Paddle’s team has increased from 30 to 130 in just a matter of 9 months. As part of the expansion, it was crucial for the company to document the increasing knowledge and let everyone work effectively. Besides documentation, smooth collaboration was another goal that Paddle wanted to achieve. 

Paddle opted for Nuclino because of its versatility and flexibility. The company used the tool primarily for internal documentation and has now moved on to more creative uses as well. 

Best Suited for: Small to large businesses
Pricing: Starts at $6/user/month

4. Zoho Desk

Zoho Desk- customer service software

Zoho is a popular omnichannel customer service software that comes equipped with a help desk, self-service, and AI capabilities. Zoho Desk offers the knowledge base as part of its customer support suite. 

What’s interesting about its knowledge base software that in addition to help centers, it also helps you build forums and communities for your customers to discuss problems and get instant answers. For a more elaborate solution, customers can submit tickets right from the help center and even track their status. 

Key features of Zoho Desk: 

  • Set up fully customized, multi-brand help centers 
  • Set up a custom domain for your help center 
  • Create a help center that is optimized for search engines
  • Track customers’ engagement and self-service usage with reports
  • Extract relevant articles from help centers and resolve tickets faster

Pros & Cons: 

Pros-
✅ Customers can submit tickets or even respond to comments right from the help center. 
✅ Customers can chat with your support agents from the same interface. 

Cons-
❌ The knowledge base is not offered as a standalone solution. This means you have to pay for the entire package even if all you need is their knowledge base. 
❌ The tool’s search system lacks efficiency.

Case Study: 

With a modest beginning in 1999, Cartika is today one of the leading application hosting and support firms. As an IaaS company providing solutions to large and small businesses, customer support has always been its top priority. 

During its growth phase, the company decided to switch from Salesforce to Zoho Desk and this decision has made its customer support process even better. 

Cartika’s customers now have access to a full-fledged self-service portal. In addition to this, its customers can also chat with conversational assistants and get instant answers to their questions. The company also uses Zoho Desk’s ticketing system to resolve support tickets faster. 

Best Suited for: Small to large businesses
Pricing: Starts at$16.28/agent/month

5. Confluence

Confluence is another free knowledge base software worthy of your attention. For businesses looking for the best internal knowledge base tool that is reliable and has a good reputation in the market, Confluence is a good choice. This knowledge base tool comes with a freemium plan to get started with.

It offers a remote-friendly team workspace where your employees can manage knowledge, collaborate on projects, and also stay connected with their colleagues. Teams can pick one of their templates and start creating a knowledge base in no time. The best part is you can extend Confluence’s capabilities by integrating it with over 3000 apps including Slack and JIRA. 

Key features of Confluence: 

  • Best practice templates to help you kick-start the process with ease
  • Organize your business knowledge in well-structured pages and spaces
  • Find information easily through its advanced search system
  • Send real-time notifications and keep teams updated
  • Secure your knowledge base with advanced roles and permissions

Pros & Cons: 

Pros
✅ It’s easy to stay updated on recent activities and ongoing work with a personalized home page.
✅ Dedicated mobile apps for iOS and Android.

Cons
❌ As per some users, the tool has a steep learning curve.
❌Online reviews state that its search system is not that impressive.

Case Study: 

Audi’s research and development center is driven by one thing and that is constant innovation. With a team of 6000 designers and engineers, the company needed a tool to boost team productivity, collaboration, and innovation. A big challenge for them was to keep everyone on the same page and provide easy access to relevant information. 

The company used both JIRA and Confluence for issue tracking and documentation. While JIRA helps its team log software bugs instantly, Confluence allows them to store all their company knowledge, policies and meeting notes in a centralized space. 

This has helped Audi’s research and development center create a transparent and efficient knowledge-sharing environment. 

Best Suited for: Small to large businesses
Pricing: Starts at$5.50/user/month

6. Zendesk Guide

Zendesk Guide - Best knowledge base system

As one of the oldest and most popular knowledge base tools, Zendesk focuses on providing conversational and connected experiences across channels. Its knowledge base software, popularly known as Zendesk Guide, is offered as a part of the tool’s customer support suite. 

As one of the best knowledge base systems, Zendesk Guide also provides contextual self-service right inside your product for an exceptional customer experience. What more? Personalize your knowledge base just as you like, localize it in over 40 languages, and take your customer support to a whole new level. 

Key features of Zendesk Guide: 

  • Translate your knowledge base in over 40 languages
  • Share article recommendations inside customer support tickets
  • Get AI-powered suggestions to check what’s working well and what needs improvement
  • Manage reusable content and update it across articles
  • Let agents keep your help center updated with team publishing options

Pros & Cons: 

Pros-
✅ You can preview the customizations before final publishing.
✅ It offers an answer bot for super quick and 24×7 self-service

Cons-
❌ Only one help center can be created in its basic plan.
❌ It doesn’t offer a knowledge base as a standalone solution.

Case Study: 

Since 2008, Evernote has witnessed exponential growth, reaching a customer base of 200+ million today. Its customer support team comprising 60 agents needed a self-service help center to reduce the inflow of customer support tickets. 

They liked Zendesk Guide for its ease of use and deep analytics. Also, it is super easy to integrate with other tools that the company uses. Besides the help center, Evernote also created a community forum and used Zendesk’s API to provide stellar search experiences to its customers. 

As a result, they witnessed a 17% reduction in their ticket volume. 

Best Suited for: Enterprise
Pricing: Starts at$49/agent/month

7. HelpCrunch

HelpCrunch-One platform multiple tools

An all-in-one customer support platform, HelpCrunch works best for small, medium, and growing businesses. It helps you provide 24×7 multichannel customer support via chat, email, and self-service. This knowledge base tool offers various features, which makes it a popular knowledge base among small businesses. 

With a powerful editor and well-structured hierarchies, HelpCrunch makes content authoring a breeze. Its search function automatically suggests keyword-relevant answers and provides customers with a top-notch information-gathering experience. 

Key features of HelpCrunch:

  • The track failed searches and customer reactions with built-in reports
  • Make your knowledge base easy to discover with search engine optimization
  • Customize the knowledge base with your favorite colors and images
  • Provide customers with self-service articles in the chat widget
  • Set up a custom domain and give it a unique touch

Pros & Cons: 

Pros-
✅ Simple to set up and use.
✅ Cost-effective tool for growing businesses.

Cons-
❌ Its reporting system lacks depth.
❌ You cannot translate your knowledge base into multiple languages.

Case Study:

Mainly, a top-rated cleaning business scheduling company was supposed to launch in 2020. Due to the pandemic and other highs and lows, the company finally rolled out operations in 2021. 

HubSpot was the company’s initial choice for customer support. But, they weren’t very happy with all the glitches, contact duplications, and inadequate customer service challenges. That’s when they opted for HelpCrunch and were impressed with its glitch-free chat and knowledge base solutions. 

Maidily liked its user interface for its simplicity and fuss-free setup process. As far as the knowledge base is concerned, they particularly liked its search system and the fact that it is so easy to organize. By deploying HelpCrunch, Maidily experienced a significant decrease in customer emails. 

Best Suited for: Small to large enterprises
Pricing: Starts at $12/month

8. Notion

Notion - one workspace

Notion is another knowledge base software worth considering in 2022. If building an internal knowledge base platform for your employees is your top priority, Notion can be a great choice. The tool helps you create a unified workspace where teams can collaborate to manage projects, maintain documents, and stay updated. 

Notion is a highly flexible tool as it combines the capabilities of both project and document management. You can customize the platform with the drag-and-drop interface and get started quickly with its extensive library of pre-designed templates. 

Key Features of Notion: 

  • Thousands of pre-built templates to kickstart content creation
  • Built-in co-editing and internal comments for team collaboration
  • Fully control user access with customizable permissions
  • Manage projects and tasks with Gantt Chart and Kanban Board

Pros & Cons: 

Pros-
✅ Provides the best of project and document management in one intuitive platform.
✅ Fully-functional mobile app for on-the-go access.

Cons-
❌ Steep learning curve. 
❌ Lacks detailed reports & analytics.

Case Study: 

Buffer is a growing company that helps businesses build an audience through its suite of marketing tools. 

The company had to revamp its internal documentation to make new hire onboarding easier. Even existing employees struggled to work efficiently as company information was not easily accessible. 

Notion helped Buffer build a centralized information center that is easy to search and access. This has streamlined their workflows, improved efficiency and also boosted the onboarding process, allowing teams to work together with minimum hurdles. 

Best Suited for: Small to large businesses
Pricing: Starts at $4/month. 

9. Bloomfire 

Bloomfire- Knowledge management platform

Bloomfire is another knowledge base solution designed for internal knowledge sharing and employee onboarding. It provides one unified and searchable space for your teams to share knowledge and collaborate on tasks. Its AI-powered search works at lightning speed, pulling out accurate answers in an instant. Customizable filters and automated tagging further make the search process more seamless. 

What’s unique about Bloomfire is that it allows employees to stay engaged via comments, likes, and personalized feeds. The tool also offers built-in analytics to track search trends and measure knowledge base performance. 

Key features of Bloomfire: 

  • Tailor your knowledge base with custom branding and white labeling 
  • Create groups across departments and define their permission levels
  • Share knowledge with employees through easy publishing options
  • Identify knowledge gaps with built-in analytics

Pros & Cons: 

Pros
✅ Offers file syncing integrations with tools like Google Drive and OneDrive.
✅ Important information can be bookmarked for easier access.

 Cons-
❌ Offers limited choice in terms of its price plans.
❌ The search system shows unrelated posts at times as per some online reviews.

Best Suited for: Small to large businesses
Pricing: Connect with Company

Case Study: 

PennyMac, a leading mortgage company, headquartered in the U.S., has served over 4 million customers to date. Ranked as the #2 lender in the U.S., PennyMac mostly relied on the traditional system of managing its vast knowledge in Google Docs. 

This gave their teams a hard time navigating the documents. Even for simple questions, they had to submit requests via Google Forms and wait for days to get a reply. After realizing how time-consuming this process was, PennyMac decided to go for a full-fledged knowledge management solution. 

PennyMac picked Bloomfire with the hope that it would make critical information easy to access for customer service representatives. The company is happy with the tool’s powerful search and built-in Q&A system that throws up accurate answers in an instant. 

10. Whatfix

Whatfix - Scalable Success with software

Whatfix is a reliable digital adoption platform that provides users with step-by-step instructions on how to use your software. It offers a contextual support experience, helping users navigate through the application seamlessly. Along with popups, beacons, and task lists, Whatfix provides a self-help knowledge base right within the application, so users do not have to go from pillar to post to find the help they need. 

Whatfix’s in-app guidance aids user onboarding and accelerates product adoption. The tool’s intuitive, no-code functionality and its compatibility with multiple browsers, make Whatfix a must-have. 

Key Features of Whatfix:

  • Uncover actionable insights into user behavior and feedback
  • Capture users’ feedback on your help widgets in real-time
  • Create interactive help content without coding knowledge
  • Tailor the content to your liking with advanced customization

Pros & Cons: 

Pros-
✅ Engage with users across multiple touchpoints such as widgets and popups. 
✅ Smart targeting for user-level segmentation. 

Cons
❌ Programming knowledge is required for complex tasks like adding a popup in the middle of a flow.
❌ Reporting can be glitchy at times.

Best Suited for: Medium to large enterprise
Pricing: Connect with Company

Case Study: 

Marketboomer, an Australia-based company, simplifies the procurement process for hotels with its range of powerful tools. Training customers on its hospitality procurement software was a major challenge the company faced during the pre-COVID time. The process was quite complex and expensive. 

The company deployed Whatfix to provide its customers with contextual in-app guidance and self-service support. With just three people from the non-technical staff working on the training content, the company could provide support to its customers across the globe. 

Whatfix brought immense success to Marketboomer. A six-fold ROI, reduction in training costs by $71000, and an increase in NPS score by 133% were the top three benefits achieved. In addition to this, the company also witnessed a significant decrease of 3000+ support queries. 

11. Help Scout

HelpScout- A better way to talk to your customer

Help Scout is one of the best knowledge base software for startups that scale as your business grows. The tool offers a knowledge base as a part of its customer support solution that also includes live chat and a help desk. Its self-service tool, popularly known as Docs, helps you create both an internal and external knowledge base with ease. 

You can create knowledge-based articles and embed them anywhere on your website as a sidebar, popover, or modal. The tool’s auto-generated sitemap and SEO capabilities are good for optimizing these articles for search engines. 

Key features of Help Scout: 

  • Get real-time collision detection alerts and avoid redundant work on articles
  • Customize your knowledge base with custom CSS
  • Track what your customers are looking for but not finding with Docs report
  • Create private collections and allow access to only authorized users

Pros & Cons: 

Pros-
✅ You can add hyperlinks, tables, videos, and much more to articles.
✅ Agents can share knowledge base article links in ticket responses.

Cons-
❌ The tool can be costly for those looking only for specialized knowledge base software.
❌ Only one Docs site is offered in the standard plan.

Best Suited for: For Startups
Pricing: Starts at $25/user/month

Case Study: 

Upstream Tech is a rapidly growing technology company that creates software tools for environmental conservation organizations. As the company offers machine learning and AI tools, integrating them gets difficult for customers who are new to these technology solutions. 

That’s precisely why exceptional customer support is a key priority of Upstream Tech. But customer support gradually became a real challenge, with just one shared email address to handle all incoming customer requests. 

Help Scout came to the company’s rescue and simplified its complicated support system. The tool’s Docs feature helped the company create an easy-to-navigate library of meaningful articles for its customers. Since Docs work well with the tool’s shared inbox, the company’s agents can share relevant articles in customer emails. 

Thanks to such a strong support system, Upstream Tech’s customers now feel confident using the tools and integrating them into their work. 

Key Features of Ideal Knowledge Base Software 

The market is aplenty with numerous knowledge base software, each promising to be better than the rest. So, how do you cut through the noise and get your hands on the best knowledge base software that meets your unique needs and expectations? 

By being informed. If you know which features you should look out for, the process of selecting the tool will be a lot easier. 

Here are some of the essential features that an ideal knowledge base software must have: 

1. User-Friendly Interface

This is the first thing anyone looks at – a tool’s interface. A modern, clutter-free, and simple interface makes it easy to work with the tool. The knowledge base software you choose should have an intuitive interface that can be set up and configured with no specialized training or coding experience. 

2. MS Word-like Editor

Next comes the tool’s authoring features. The best knowledge base platforms offer an easy-to-use editor that works as smoothly as MS Word. The editor should offer an array of editing and formatting options to help you create a knowledge base easily. 

3. Beautifully-Designed Templates

Templates are known to be of huge help in the content creation process. They come with a ready-made framework with a predefined table of contents and topic-relevant sections so you can kick off the writing process immediately. 

4. Built-in Reports

Another essential feature is that the best knowledge base tools must have reports. Built-in reports help you track multiple metrics such as failed searches, top and worst-performing articles, etc., and give you a transparent picture of what’s going well and what needs to be improved in your knowledge base. 

5. User Management & Access Control

This is a crucial feature that lets you add users to your knowledge base team and manage their roles and permissions. As a master administrator, you can exercise full control over who can perform which activities in your knowledge base. 

6. Third-Party Integrations

You can tell the capabilities of a tool by the kind of integrations it provides. The top knowledge base software offers numerous integrations with popular ticketing, chat, survey, and analytics tools. Such integrations help you provide holistic, 360° support to your customers.

7. SEO Capabilities

Search engine optimization is crucial for gaining online visibility. This is one of the key knowledge base software features that allow you to add SEO staples like meta tags and meta titles to your help site so that search engines can easily crawl through the content. 

How to Choose the Right Knowledge Base Software

The market is replete with different types of knowledge base tools that promise stellar performance and best-in-class features. But not every knowledge base software is designed to meet your specific requirements. 

Before you make the decision to invest in a knowledge base tool, do a small exercise. Put your thinking hat on and ask yourself some important questions such as: 

  • Do I need to create an internal or external knowledge base?
  • Who is my target audience – customers or employees? 
  • What are the key features I am looking for?
  • Do I need a tool that needs coding skills and IT involvement?
  • Do I need the tool to be beginner-friendly? 

Besides these questions, here are some essentials that you should definitely keep an eye out for while selecting the best knowledge base software: 

Listed on Top Review Websites

The tool must be listed on popular platforms like Capterra and G2. 

Recent User Reviews

The tool should have positive reviews posted recently from real users. Such reviews can give you a peek into the tool’s effectiveness and performance. 

Core Features

It’s important for the software to have core knowledge base features like an online editor, access controls, insightful reports, mobile accessibility, etc. 

Ease of Use

Is the tool easy to use for both technical and non-technical users? Go for the tool’s trial version and gain hands-on experience regarding how easy or difficult the tool is. 

Value for Money

Is the tool worth investing in? Does it offer value for the price it charges? If the tool is expensive but provides unparalleled value – go for it. However, if the tool is affordable but doesn’t offer the value you are looking for – it will be a sheer waste of money. 

Conclusion

Finally, after a detailed comparison of the best knowledge base platforms, deciding which tool is right for your specific needs should not take long. 

Shortlist a few tools that meet your criteria and go for a free test drive. Most knowledge base tools offer a free trial version of 15 or 30 days to give you a first-hand experience of their premium features. On the basis of your experience, pick a tool that seems to be the right fit both in terms of functionality and budget. 

If you need a holistic customer support solution, Help Scout can be a good choice. Notion is a great option if you need an intuitive platform for both project and document management. If simple knowledge base software that offers state-of-the-art features at a competitive price is what you are looking for, then ProProfs can be a remarkable option. 

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About the author

Brayn is a knowledge management expert. He has been published in CustomerThink, PointVisible and Apruve. As a customer support specialist at ProProfs, Brayn has been instrumental in building a robust knowledge base and documents that help support executives keep every customer delighted. You can catch up with Brayn on Twitter and LinkedIn.