Knowledge is power, but only if it’s accessible. Companies often hold valuable information for their customers, yet delivering it effectively can be challenging. A knowledge base provides an efficient way to share this information.
Knowledge base software creates a centralized space to store and organize content. By making information easy to find, it enables customers to quickly access the answers they need.
What is knowledge base software?
Knowledge base software allows businesses to create and manage an online library of information. Acting as a self-service hub for employees and customers, it provides easy access to the knowledge within your organization. By collecting, organizing, and storing information efficiently, this software enhances communication and knowledge sharing.
Whether used by employees or customers, knowledge base software enables users to quickly find the answers they need. Most platforms support various content types, such as FAQs, product manuals, how-to articles, troubleshooting guides, and video tutorials. This variety allows users to choose the format that suits them best, enhancing their experience and reducing the need for direct support.
The 11 Best Knowledge Base Software and Management Tools
Choosing the right knowledge base software requires careful consideration to match your business needs with the right features. With many options available, finding the best fit can be challenging. Here are some top knowledge base software and management tools to consider:
Supportbench
Supportbench is a robust customer support platform that integrates ticket management, workflow automation, customer management, and knowledge base creation. It enhances support team efficiency with features like SLA management, escalation handling, and detailed analytics, making it ideal for businesses seeking seamless, high-quality customer interactions.
Additionally, Supportbench offers customizable customer portals, multi-channel communication, and easy integration with other business tools. This versatility suits enterprises, startups, and small to medium-sized businesses. Its AI-driven insights and proactive support empower teams to build strong, lasting customer relationships while delivering exceptional service.
Zendesk
Zendesk’s customer service software enables teams to deliver exceptional support through both self-service options and direct assistance, allowing users to quickly find the information they need.
For teams aiming to enhance customer support with external knowledge bases, Zendesk offers a user-friendly, feature-rich solution. Supporting various channels—including email, text, social media, and live chat—it ensures that both employees and customers can easily access the help they require.
Confluence
Confluence is a well-established knowledge base platform designed for enterprise wikis and internal documentation. It serves large businesses and software development teams requiring real-time collaboration during projects. Managing content in Confluence is straightforward, and its robust collaboration features add significant value.
Team members can communicate, share project notes, and co-edit articles in real time. While Confluence offers a free plan appealing to startups, accessing its full range of features requires a paid subscription.
Guru
Guru is a knowledge management tool that centralizes your team’s information, illustrating how all content is interconnected. With integrations to popular apps, Guru simplifies the process of finding information.
Users can verify content to ensure it remains current. Guru’s customization options allow the creation of appealing knowledge bases tailored to any team within your company, including marketing, engineering, and support.
Hubspot
HubSpot‘s customer service platform empowers customers to find answers independently. Similar to Zendesk and Confluence, HubSpot’s knowledge base tool is part of a comprehensive suite designed to enhance customer experience.
It integrates with your CRM to monitor user engagement and deliver pertinent information to customers when needed. With user tracking and interactive surveys, HubSpot Service Hub enables targeted updates to your knowledge content, improving customer assistance.
Additionally, HubSpot’s tools allow you to measure customer satisfaction and success related to your knowledge base and support efforts.
Bloomfire
Bloomfire‘s software enhances team knowledge management by emphasizing practical application over mere storage. As remote work becomes more prevalent, Bloomfire ensures alignment through effective knowledge-sharing initiatives.
The platform features automated reminders and responses, establishing feedback loops for knowledge creators and managers. This approach not only motivates employees to contribute but also demonstrates how their input enhances team productivity over time.
Slite
Slite is a knowledge base platform that utilizes AI to enhance information retrieval accuracy. It analyzes system operations to identify content issues, facilitating the creation of improved articles.
Additionally, Slite employs a PageRank-like algorithm to detect underutilized articles within the knowledge base, recommending their removal or archiving to maintain content relevance.
Notion
Notion is a comprehensive workspace that seamlessly integrates knowledge and project management. Teams with existing wikis can effortlessly set up Notion and import their documents.
Its flexibility allows for the creation of kanban boards, task assignments, and checklists to facilitate collaboration. Additionally, Notion AI offers tools to enhance notes and tasks, streamlining workflows.
Document360
Document360, launched in 2017, is an excellent choice for managing both internal and customer-facing documentation. It offers three access modes:
- Public: Accessible to anyone with the link, ideal for customer-facing content.
- Private: Restricted to specific users.
- Mixed: Combines public and private access for different documents.
Additionally, Document360 provides various content creation tools, including localization features and content review reminders, to help you deliver high-quality content to all users.
Help Scout
Help Scout is a renowned help desk software designed to assist businesses in delivering exceptional customer support. A standout feature is ‘Docs,’ which allows organizations to create comprehensive knowledge bases accessible to both internal teams and external customers. This functionality enables companies to build a centralized repository of information, facilitating efficient self-service support and enhancing overall customer experience.
Bookstack
BookStack is a free, open-source platform designed to help you organize and share knowledge efficiently. It offers a straightforward interface for creating a searchable knowledge base, structuring content into books, chapters, and pages to enhance readability and accessibility. This intuitive design allows users to quickly find, create, and update information, promoting logical organization and improving overall efficiency.
How to choose the right knowledge base tool?
Choosing the right knowledge base tool is crucial for improving customer service and satisfaction. Here’s a simple guide to help you make the right choice:
Assess Business Needs and Measure the Value
Start by listing clear goals for your knowledge base, such as enhancing customer support or simplifying training. Ask stakeholders about their needs and pain points, and keep track of the types and volume of content your knowledge base will manage.
To measure value, focus on the long-term benefits rather than just the initial cost. Two tools might have similar pricing, but if one offers more features and functionality, it could be a better investment.
Consider Key Features
When evaluating knowledge base software, ensure it includes these essential features:
- Search: Test the search functionality with sample content.
- Customization: Ensure templates align with your branding needs.
- Integrations: Check compatibility with your CRM and help desk software.
- Analytics: Look for standard and custom metrics (e.g., page views, content gaps).
- Content Management: Verify ease of content editing, organization, and version control.
- Feedback: Enable users to rate articles and suggest improvements.
- Collaboration: Ensure features like team workspaces and content co-authoring.
- Permissions: Confirm access controls to manage permissions.
- SEO: Ensure SEO-friendly features to improve visibility.
Think About Flexibility
Flexibility should be considered in two key ways:
- Functionality: Check if the tool can support both internal and external knowledge bases and how well it integrates with other business tools.
- Scalability: Consider how well the tool can grow with your business. You need a tool that adapts to your current needs while accommodating future growth.
Evaluate Ease of Use
Software should be easy to use. If it’s complicated, users—both internal and external—won’t adopt it. When evaluating knowledge base software, consider how simple it is to create and manage content, as well as how easily users can find and access that content. The best way to assess usability is to try the software yourself.
Conclusion
Selecting the appropriate knowledge base software is pivotal in transforming how your team shares and manages information, leading to enhanced customer support and streamlined internal processes. While platforms like Zendesk, Confluence, and Notion offer valuable features, Supportbench provides a comprehensive solution to elevate customer interactions and service quality.
Supportbench offers a robust suite of tools, including ticket management, workflow automation, and knowledge base creation, all designed to enhance your support operations. Its AI-driven approach enables support teams to connect with customers effectively, addressing their needs and fostering strong customer relationships. To discover how Supportbench can enhance your support experience, visit Supportbench.
