The 20 Best Knowledge Management Software of 2021
“Knowledge management will never work until you realize it’s not about how you capture knowledge but how you leverage it.” - Etienne Wenger
The struggle to scramble for information tucked away in scattered files, emails, and documents is real, and most organizations suffer from it. Ineffective knowledge management can have serious consequences in the form of delayed deliverables, broken internal processes, and poor customer service.
Knowledge management software offers a practical solution to these information management challenges. It is a power-packed tool that brings all your business knowledge on a central platform, where it can be safely stored and easily accessed.
As the market is replete with numerous knowledge management tools - each promising to be better than the rest, how do you separate the wheat from the chaff?
Worry not. We’ve got your back. Here are the 20 best knowledge management software picks that you can consider. Explore their features, pricing, and other important details and make a smart decision that brings you the benefits you desire.
Let’s now look at the individual features and pricing of these knowledge management tools in detail. We will also explore why you should use these top knowledge base solutions.
ProProfs knowledge base software provides an end-to-end solution to all your knowledge management needs. Backed by powerful technology and loaded with compelling features, the software helps you create a self-help knowledge base, documentation, manuals, and guides for your customers and employees. From writing content to designing, managing, and publishing it - the tool is competent to assist you at all stages.
It's one of the simplest tools that doesn't require any coding skills at your end. Whether you are a beginner or expert, a month-old startup, or a decade-old enterprise, the tool is intelligently designed for your unique needs.
Besides powerful external integrations, the software teams well with sibling tools - ProProfs Help Desk and Live Chat.
Write, edit, and upload files easily with MS Word-like editor. Add images and videos easily to your knowledge base.
A wide range of beautiful templates to help you get started.
View and access knowledge base on laptops, tablets, or smartphones 24/7.
Add your brand name and logo easily to your knowledge base. Pick from your favorite fonts, colors, and themes to match your brand.
Get actionable insights into the performance of your knowledge base.
Google-like search mechanism for a seamless search experience
Keep your knowledge base secure with password & privacy controls.
Assign roles and set permissions for different users. Grant or revoke access anytime you want.
Cater to your global audience by creating documentation in multiple languages.
Set rules and conditions to hide or display content. Save these rule sets to use across multiple sites.
Deleted an article or page by mistake? Vault helps you recover deleted content easily so that no important information is lost.
Integrates seamlessly with third-party tools such as Zendesk, Salesforce Desk, Wufoo, and Google Analytics along with its sibling tools such as ProProfs Chat and Help Desk. 100+ settings to configure the tool the way you want.
$30/100 pages/month.
The software is carefully designed to ensure that people of all skill levels can use it. No hassles of software download or installation. No HTML skills required.
You can customize the platform to match your branding. CSS helps you create a knowledge base the way you want. Choose from over 600 fonts, themes, designs, and color schemes to customize your knowledge base.
Insightful reports provide you a comprehensive view of how your knowledge base is performing. Get actionable insights into the number of searches performed, articles read, popular and poorly rated articles, and much more.
Whenever and wherever you get stuck, we always have your back. Aside from the self-service support, you can also get in touch directly to clear your queries.
ProProfs Knowledge Base software integrates beautifully with third-party tools like Zendesk, Salesforce Desk, Freshdesk, and more. It also teams well with in-house products such as ProProfs Chat and Help Desk.
The software is used by some of the popular brands across the globe to address their concerns, both relating to customers and employees.
Document360 is one of the fastest-growing knowledge base software on the market. Focused on innovation, it continually strives to make your experience nothing short of perfect. The tool comprises smart features that help you create a stunning self-service knowledge base in no time. With its 360-degree knowledge management solution, it makes your experience even more exceptional.
Save multiple versions of pages and track the changes made to the document.
Get suitable article suggestions as you start typing a query.
Work collaboratively to write and review articles.
$49/project/month.
Document360 comes with a clean, well-designed user interface that makes it easy for you to create, manage, and publish a knowledge base.
The tool offers in-depth insights into article performance, likes, dislikes, team contributions, and much more.
You can add a knowledge base assistant to your website or SaaS product to provide on-demand, in-app help to customers right when they need it.
Bloomfire is one of the best knowledge management software that helps you bring all your business knowledge together under one platform. Having gained the trust of the top global brands, Bloomfire has become a household name in the business landscape. It offers an AI-powered solution to categorize information and tag articles that further contributes to delivering you a stellar experience.
AI-powered search engine indexes content, providing you with the right help at the right time.
Share information in a combination of texts, charts, videos, images, and audios.
Identify gaps, spot areas of improvement, and much more to improve your knowledge base content.
$25/user/month.
Whether it's your sales, operations, IT, or customer support teams - the tool has a way to help employees across departments work in a better way.
A wide range of customization options to help you build a knowledge base that blends in with your brand.
Its super-fast search system delivers answers as quickly as you type the questions.
Flowlu's knowledge management software is designed to provide you with a collaborative knowledge management solution that takes your business on a positive growth trajectory. Rich in features and backed by powerful technology, this knowledge base software helps you build a knowledge base for teams of varying sizes.
Create and manage content at a central location.
Capture knowledge from employees who are about to leave and reduce knowledge loss.
Enable your teams to find information instantly.
$29/8 users/month.
Flowlu's easy editor allows you to write and edit articles, add images and videos, add tags, and give your knowledge base the look and feel you want.
Besides creating a knowledge base, you can also use Flowlu to manage projects, customer relationships, and collaborate with teams - all on a single platform.
Flowlu comes with a free plan that is designed for two users, provides a storage capacity of 1GB, and offers unlimited contacts, CRM automation, and a single knowledge base.
KnowledgeOwl is a popular name in the industry. This knowledge base software allows you to build a 100% customizable knowledge base. Whatever your requirement is - internal knowledge base, self-service help site, FAQs & external knowledge base or software documentation - KnowledgeOwl has it sorted for you. With its world-class support and professionalism that runs in its veins, this tool is the perfect solution for your knowledge management needs.
Write and edit content easily with the help of this tool.
Set restrictions and control which group can access your articles.
Create levels and hierarchies to keep your content organized.
$79/month.
Custom roles and permissions system where you can specify the access level of each individual based on their tasks and needs.
KnowledgeOwl enables you to embed a help widget in your knowledge base, website, or application, to make it easier for people to access knowledge base articles.
With KnowledgeOwl, you get to optimize your knowledge base for search engines using features like title tags, canonical tags, meta descriptions, and more.
Bitrix24 is an open-source knowledge base tool that is suitable for both small-sized and large-scale organizations. The software unlimited cloud storage with advanced features like online document editing and approval. With granular rights, password protection, and powerful third-party integrations, Bitrix24 is one of the best online knowledge base software in the market today.
Configure the roles and permissions and define the access level of each individual.
Bitrix24 allows you to export your entire knowledge base to a different account.
Bitrix24 offers easy editing options that allow you to write, edit, and publish a knowledge base without any hassles.
$19/2 users/month.
Bitrix24 enables you to create a different knowledge base for different projects. This means members of a particular project can access and edit the knowledge base.
Bitrix24 provides an all-in-one solution comprising a document management system, project management, CRM, and contact center.
The tool offers free mobile and desktop apps for Android and iOS.
LiveAgent’s knowledge base software can prove immensely useful for your support team and customers. Whether you need an external knowledge base for your customers or an internal knowledge base for your teams, the software has all the necessary features to meet your requirements. If you have multiple products, you can use this tool to create multiple knowledge base, each with its own unique branding. The best part about this tool is that it allows you to create a forum where customers can discuss topics, leave comments, and get instant suggestions.
Create and categorize content, style with your favorite fonts and colors using this powerful editor.
Add a feedback button to your knowledge base and allow customers to submit feedback instantly.
Let your visitors search articles and get suggestions in real-time.
$15/agent/month. (Knowledge Base available at an additional cost of $19/month)
LiveAgent gives you the best of knowledge base, live chat, ticketing, and social media to level up your customer support.
With LiveAgent, you can create a feedback and suggestions board - an interactive way to get customer feedback and learn about their likes and dislikes.
LiveAgent’s knowledge base tool works well with multiple support channels such as chat, email, contact forms, forums, and more.
HelpCrunch is an all-in-one customer communication platform that's trusted by small as well as large businesses for their customer support, marketing, as well as sales. It is easy to use, highly customizable, and offers 360° a solution for customer engagement, lead generation, and customer support. Its knowledge base software is designed especially for customer support and comprises all modern features that can make self-service more convenient for customers.
Set a custom domain using CNAME.
Optimize your knowledge base articles for search engines and improve their ranking and reach.
Get information on failed search queries and customer reactions to your articles.
$12/team member/month.
Expand the potential of your knowledge base by integrating it with a live chat widget and help customers get closer to the information they need.
HelpCrunch offers a robust search feature that quickly suggests appropriate articles based on the typed keywords or questions.
Customize the appearance of your knowledge base with your favorite colors, fonts, logo, images, and more.
As part of its customer support suite, Zoho Desk offers knowledge base software that helps you build a repository of self-help articles for your customers. Not just self-service, this software enables you to provide customers with communities and forums where they can ask questions and get answers, participate in conversations, and share ideas.
Customize your knowledge base for all your brands and have different articles for each help center.
Allow customers to share ideas and ask questions on a common platform.
Make your knowledge base SEO-ready by including the right keywords, meta titles, and descriptions.
$10/agent/month.
Zoho Desk offers in-depth reports to help you monitor and improve customer activities and engagement with your self-service platform.
Give customers the option to submit tickets for unresolved issues, right from within the help center.
Exercise full control over who can access your knowledge base. Give public access or help visitors access via separate accounts.
Zendesk Guide is a popular knowledge base tool built to deliver smart self-service to customers and empower agents with quick access to knowledge. The software comes with an extremely simple approval and publishing process, where you can assign an article to someone for further changes or review and then publish it right away. Backed by AI, Zendesk Guide makes it easy for you to share article recommendations in support tickets, identify your best and low-performing content, and keep your help center brimming with quality content.
Create and manage reusable content present in different articles and help centers.
Get AI-powered suggestions about which content is working well and which needs improvement.
Use customizable themes and give a beautiful look to your knowledge base.
$49/agent/month (The plan allows you to build only one help center and offers other features like messaging and ticketing).
Translate your knowledge base articles in over 40 languages and deliver a localized experience to your customers.
Learn what your customers are looking for, identify gaps and discover areas of improvement.
Customize completely with CSS and use the tool's rich formatting features to make your knowledge base look and feel amazing.
A collaboration software, Atlassian Confluence, is a great pick when it comes to enabling teams to work together. From handy templates and a powerful search mechanism to co-editing, this tool has got everything you need to create and manage content together. Build a single source of truth for your teams, tap into their collective knowledge and make this knowledge accessible to everyone in the organization.
Ready-made knowledge base templates help you put all your content in a pre-defined format and get started quickly.
Integrate Confluence with 3000 apps and amplify the potential of this knowledge management software.
Allow your teams to edit pages together and give feedback by adding comments.
$5/user/month.
Use the tool's social features to allow all employees to voice their opinions and contribute to your knowledge base.
Get your project plans and meeting notes on a single workspace where you can easily assign work, check progress, and access knowledge.
Allow your teams to share announcements, give and get feedback, and stay on the same page using the social intranet.
ComAround Knowledge is a compelling AI-powered knowledge base tool. It is built on the latest Microsoft Azure technology and is the software behind the knowledge management success of various global organizations. The tool is intelligently designed to improve support flow and boost agent and customer experience through effective knowledge sharing. With features like a knowledge editor, decision trees, video recorder, and many more, ComAround Knowledge makes for a decent knowledge base tool.
Edit, import, and publish articles in a jiffy. Identify and remove duplicate content easily.
Track reader behavior and get real-time data on outdated articles and content gaps. Use this data to make informed decisions to keep your knowledge base relevant.
The tool's full-text search interprets the readers' question and language and delivers the best possible suggestions.
Available on request.
Get support from certified knowledge management trainers and experts and learn how to make the most of your business knowledge.
This is an analysis service that pulls data from ComAround Knowledge and uses the same to build custom reports in Tableau or Excel. This is a great way to boost organizational learning.
Hosted in Microsoft Azure, ComAround Knowledge offers top-class security and uses Microsoft's latest technology - Azure search, AI services, and more to create exemplary experiences.
Guru is designed as a company wiki that integrates seamlessly with your workflow and provides employees with information right at their fingertips, so they can do their jobs effectively. It stores company knowledge in bite-sized pieces called cards, making it easy for readers to find and digest information easily. With Guru, it is easy to store and structure data for all departments and provide expert-verified reliable information to employees so that they can work better and faster.
Spot duplicate content and take immediate action.
Get useful insights into cards’ performance and improve continuously.
Set alerts to check who is and who isn’t using the content.
$5/user/month
With Guru, it is possible to capture and share knowledge via Slack, ensuring that employees work in alignment with one another.
Guru prompts experts to regularly verify and cross-check the information, giving employees access to the most updated content.
Guru segments all information in cards and all these cards are organized in different collections for easy access by teams.
Helprace offers an integrated solution - ticketing and email management, customer community and feedback, and a knowledge base tool to help you provide a 369-degree support solution to your customers and employees. Its knowledge base solution offers a convenient self-help experience to your target audience that helps you reduce the number of tickets flowing to your help desk.
Feature-rich and supported by powerful technology, Helprace is undoubtedly leading the pack when it comes to knowledge base systems.
Mark comments, mention team members or customers, and give feedback or discuss matters then and there.
Control who can access your knowledge base. Set restrictions and allow specific individuals to access the content.
Change the header, footer, and other design elements with CSS.
$9/agent/month.
At a nominal starting price, Helprace offers the best knowledge base features and a top-notch experience.
With features like single sign-on, network access restrictions, and PCI compliance, Helprace offers high-end security.
Helprace allows you to build both a public knowledge base for your customers and a private or internal knowledge base for your employees.
If you are looking for omnichannel, bots, and a knowledge base solution, Freshdesk is your go-to tool. Its knowledge base software comes with advanced bots, integrated forums, and a web widget to make information-gathering and problem solving quicker and easier for readers. Rich in modern features, Freshdesk is a powerful tool that delights customers with seamless self-service, boosts agent efficiency, and takes your support process to a whole new level.
Translate your content into multiple languages to serve your globally dispersed customer base.
Create a knowledge base that search engines can find easily.
Review and revise content in your knowledge base and get real-time updates about article status.
$13/agent/month.
Deliver quick answers to your customers with Freshdesk’s built-in chat bot powered by Freddy AI.
Freshdesk’s knowledge base solution allows you to create moderation workflows so that articles or posts violating your quality standards and guidelines do not go live instantly.
With features like IP and network restrictions, custom SSL certificates, and identity and access management, Freshdesk offers a bullet-proof security system.
Tettra is the best knowledge management software for creating internal wikis. It allows you to organize your company’s knowledge and use it to answer repetitive and common questions employees frequently ask. The tool is specifically designed for growing teams who want easy employee onboarding and training solutions. Whether you are an agency, a customer-facing team, or a full-fledged organization, Tettra can help you grow with better knowledge sharing and collaboration.
Choose from different roles such as editor, contributor, and admin and assign each team member the right role. Allocate read-only roles to those who just need to read the document.
Index your knowledge base content and make it easily searchable.
Use Tettra’s advanced category permissions to ensure that only authorized users can access your knowledge base.
$99/10 users/month.
Tettra works hand-in-hand with Slack, Github, Google Docs, and other such tools to give you a collaborative knowledge management experience.
Tettra is one of those tools that is built specifically for internal use. Whether it’s employee onboarding or training or simply a wiki solution for the entire company, Tettra can help you out.
Tettra has a simple user interface with an easy-to-navigate structure that makes the entire information-gathering process quite seamless.
HubSpot’s customer service software offers a knowledge base, live chat, and a ticketing system - all these three work together to streamline your customer support and help you exceed customer expectations. Employ this software to boost your support team’s performance, increase collaboration among them across channels, and offer proactive 24x7 customer service.
Feed your library with the most relevant information that can be of help to customers.
Customize and structure your knowledge base the way you want.
Track your knowledge base performance with the help of built-in reporting tools.
$45/month.
HubSpot’s Knowledge Base software offers excellent SEO features that improve the reach and ranking of the content.
You don’t need a template or domain to build a knowledge base with HubSpot. The tool assesses the support tickets, conversions, leads, and other vital information and guides you to create content on the topics on which customers really need support.
Get insights into the engagement level of customers, their sentiments, the tickets they have raised so far, and more.
Helpjuice is an easy-to-use tool that’s packed with the best-in-class features. Carefully designed to scale your support and boost team collaboration, this knowledge base software is extremely customizable and simple to use - you don’t require training or coding knowledge to use it. Whether you are a month-old startup or Fortune500 company, Helpjuice can help you level up your customer support and internal knowledge management.
Write, edit, and style your content the way you want. You can even structure the content by segregating it into various categories.
Look out for what users are searching for, evaluate how much your articles impact them, and identify the articles most read by users.
Change the logo, colors, and fonts of your knowledge base and make it yours.
$120/4 users/month.
The simplicity of use and power of features - these two are the major elements that give Helpjuice an edge over others.
Pick from dozens of themes and get free expert customization advice from Helpjuice experts.
Helpjuice offers four levels of user roles. You can bulk add, edit, or delete users and assign them suitable roles.
HelpScout is an all-in-one customer service platform designed mainly for growing teams.Its knowledge base software aids you in building a fully-branded, beautiful help center that works across multiple devices and is optimized for search engines. What’s unique about this tool is its collision detection system that alerts users in real-time when someone is working in the document.
Optimize your content for the search engines with its configurable SEO options.
Empower your customers to find information anytime, anywhere, while using any device.
Customize your entire knowledge base with its custom CSS feature.
$20/user/month.
With HelpScout, you can create a separate knowledge base for all your products or brands and manage them using a single log-in.
HelpScout allows you to tailor your knowledge base just the way you want. Translate the content into any language and use the rich formatting features to align the knowledge base with your brand.
Private Collections possess internal confidential information that can be accessed only with HelpScout login.
ServiceNow Knowledge Management is a cloud-based knowledge base software that seamlessly connects people, systems, and processes, ensuring a smooth workflow across all departments. It leverages AI and analytics to make predictions, automate tasks, and optimize the process flows so that you can focus on the work that really matters. With ServiceNow Knowledge management, you can turn your traditional ways of knowledge management into digital workflows so that your employees and customers get everything they want in a snap.
Give users a writing and editing experience that feels familiar.
Track how your articles are utilized, analyze user feedback and identify gaps to improve your knowledge base.
Assign articles to different groups and give them ownership of managing and maintaining them.
Available on Request.
ServiceNow offers a knowledge base solution that fulfills your customer-facing (external) and employee-focused (internal) requirements.
Writing and editing knowledge base content is extremely hassle-free, thanks to the tool’s online integration with MS Word.
Powered by AI, ServiceNow offers smart article suggestions and automates routine work so that your employees can do the real work.
Knowledge management software is used to build a centralized space where business knowledge can be securely stored and accessed. This centralized platform can be internal or employee-focused and external or customer-facing.
Internally, it can be set up as an employee handbook, corporate wiki, or an internal knowledge base that makes information access a breeze for your employees. Externally, the software can be used to create a support help center, product manuals, or documentation for customers.
Let’s look at the key benefits that the top knowledge management software provides.
With more and more customers preferring self-help over other channels like emails and calls, creating a self-service help center has become the need of the hour. Knowledge management software helps you build an online knowledge base, help sites, documentation, FAQs, and more for your customers. Such self-service platforms work round-the-clock so customers can get the help they need anytime they want. This refrains them from raising tickets for trivial issues, which ultimately reduces the workload of your agents.
Knowledge silos and poor team collaboration often lead to broken internal processes and low productivity. The ideal knowledge management software brings teams together under one roof where they can build knowledge, share feedback, and give suggestions. Equipped with a proper user management system, this software helps you define the roles and permissions of each individual and team so that they can work together with minimum friction.
There is a reason businesses today are competing hard to acquire the top space in Google search results. It elevates your online visibility and widens your reach. Modern knowledge management tools come equipped with SEO features that work together to optimize your knowledge base for search engines. A search engine optimized knowledge base is the key to Google’s heart. It increases traffic to your knowledge base and helps you reach out to a wider audience.
Monitoring the performance of a knowledge base is a must to identify gaps and discover areas of improvement. The best knowledge management software comes with a built-in reporting system that gives actionable insights into how well your knowledge base is performing and how useful it is for customers. Tap into this data to make informed decisions for performance improvement.
There are two main kinds of knowledge base software - Internal and External. Let’s look at the benefits and drawbacks of both of them.
Internal knowledge base software is designed strictly for internal teams. It helps you create an internal knowledge base, employee handbooks, corporate wiki, or documentation for different departments - sales, HR, product, and more.
The primary purpose of this tool is to make critical business information conveniently accessible to employees so that they can collaborate and do their jobs with minimum hassles.
Secured Access to Knowledge Base Content
Internal knowledge base software offers secure role-based access control that gives you complete control over who can do what in your knowledge base. Based on the defined roles and permissions, employees get specific access rights. While some can edit and write, others can simply read the content.
Improves Employee Productivity
Internal knowledge base software makes company knowledge easily accessible for employees.They can get what they want exactly when they need it without wasting time in unnecessary back and forth over emails and calls. Less time is consumed in searching for information, and more time is invested in getting the job done.
External knowledge base software is used mainly for customer self-service. The software helps you build a customer-facing knowledge base, help center, FAQs, documentation, guides, and much more. Customers can use your self-help platform to solve common issues on their own without seeking assistance from your support staff.
Reduces Support Tickets
With an external knowledge base , customers get a self-service platform to get answers to all their questions. This saves customers from raising tickets for every other issue and gives agents a relief from answering the same questions over and over again.
Delivers Consistent Support Across All Devices
The best thing about a knowledge base is that it offers a consistent experience across all devices - mobile phones, tablets, as well as laptops. Modern external knowledge base tools help you create a knowledge base that works smoothly on screens of all sizes, ensuring that customers receive a friction-free experience.
The best knowledge base platforms are designed for people of all skill levels. Even with no coding knowledge, you can make the most of such tools.
Modern knowledge base tools offer a plethora of fonts, themes, colors, and various other customization options. Tailor your knowledge base the way you want and give it a look and feel that resonates with your brand.
The top knowledge base software makes it easy for you to define each individual and team's access rights and permissions.
Unlock key insights into how well your knowledge base is performing. Track top and poor performing articles failed and successful searches, and a lot more.
The best Knowledge management systems come equipped with SEO features that work together to make your knowledge base optimized for search engines.
Knowledge management tools work seamlessly with third-party software to deliver better performance.
Knowledge management software is witnessing an upward trend.
The knowledge base software market is slated to reach $33 billion by 2023, with an annual growth rate of 12%. North America has the largest share in the knowledge management software market, with huge demand in sectors like pharmaceuticals, BFSI, government, and others.
Organizations across the globe are increasingly witnessing a shift in customer and employee behavior. Self-help is gaining popularity, given the convenience and flexibility it provides. That’s one of the major reasons more, and more companies have started using knowledge base software.
Companies today use knowledge management software to achieve both internal team collaboration and customer self-service goals. Businesses are investing in this tool to make their customers self-reliant and cultivate collaboration in the workplace.
A knowledge management trend that’s fast picking up pace is clubbing knowledge base software with tools like live chat and help desk to offer a superior, 360° customer support experience. On the internal front, companies are using this tool in combination with software like Slack, Disqus, and JIRA for improved team collaboration and knowledge sharing.
Now that you have a comprehensive list of the top 20 knowledge management tools, it's time to make the call. Picking one tool can be challenging given the fact that most of them share the same features. You need to dig deep into their functionality and compare them on various grounds to find out what makes them unique and which one fits the bill for you.
Adopting the right knowledge base tool can propel your business towards growth. So, what are you waiting for? We're here to help you take the plunge.
Give us a call at our toll-free contact (855) 776-7763, and our support team will help you make a smart choice.
