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What is Knowledge Management Software?
Knowledge management (KM) software is a platform designed to capture and store all your organization’s information and make it easily accessible to your staff members anytime, anywhere. The solution offers an information hub where you can create, organize, and distribute content via search tools and other functionality that enable users to find answers easily and quickly. KM software stores data such as stakeholder feedback, comments, database records, videos, images, and documents. It streamlines the centralization, reporting, and sharing of business info. In short, KM systems provide a company a unified pool of info that is easily accessible, discoverable, and updated. Start by checking our leader Zendesk, and other recommended solutions in this category.
How was this ranking made?
List of Top 12 Knowledge Management Software
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1. Zendesk
Our score: 9.6 User satisfaction: 98%Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.
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2. Zoho Desk
Our score: 9.0 User satisfaction: 100%Zoho Desk is a support desk platform that helps you deliver top quality customer support with tools that increase agent productivity and improve analytic operations. Equipped with robust reporting tools and analytics, managers can keep track of their agents’ KPIs and address performance issues and make data-driven decisions.
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3. Connecteam
Our score: 9.0 User satisfaction: 97%Connecteam is an all-in-one workforce solution with a complete suite of features for scheduling, payroll, productivity tracking, and communications. Through the Connecteam app, managers can put buisiness processes on autopilot to focus on business growtn and keep employees engaged. Mobile-first checklists, forms, and reports also help teams save time and improve productivity.
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4. ServiceNow Knowledge Management
Our score: 9.8 User satisfaction: 100%An out-of-the-box solution for sharing information in knowledge bases for customers, employees, and agents to access easily. Employees can create how-to articles and document FAQs and index them for easy access. The software has dedicated workflows to publishing and retiring articles, and there are distinct access controls for reading and contributing, too.
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5. Inkling Knowledge
Our score: 9.7 User satisfaction: 91%A dynamic and interactive knowledge authoring and sharing platform that empowers your frontline to perform consistently. It helps you to streamline the process of capturing helpful content, organizing them in meaningful ways, and deploying them organizational-wide for easy retrieval by your customer-facing teams.
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6. Atlassian Confluence
Our score: 9.1 User satisfaction: 98%Collaboration software that lets you tailor your workspace through customized pages for easier knowledge sharing, more efficient collaboration, and improved user engagement.
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7. Document360
Our score: 9.0 User satisfaction: 97%A powerful and scalable knowledge base solution for internal users and customers to enable self-service. Flexible and scalable, the application lets you expand content as your business also expands. Aside from letting it grow with your business, it keeps versions tight with its fully automated version control module.
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8. Bloomfire
Our score: 9.0 User satisfaction: 100%An enterprise knowledge and collaboration platform that taps the collective wisdom of your employees or customers. Bloomfire centralizes company knowledge by bringing everything together in one secure and searchable platform. Employees across the organization can share or access information quickly. The system scales to your business.
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9. Bitrix24
Our score: 9.0 User satisfaction: 96%Bitrix24 offers tools for collaboration in key business processes like CRM, project management, time management, tasking, and document management. Its feature set also includes a daily planner and a time management module. Bitrix24 also provides a robust reporting module for tasks and performance.
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10. Igloo Software
Our score: 8.5 User satisfaction: 100%A next-generation intranet that enables remote teams, departments, or business units to collaborate in a secure, digital workplace. Includes essential intranet features such as file sharing, team calendars, email, file manager, permissions, etc. Integrates with most business platforms and uses RESTful API for integration of other tools and apps.
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11. Diigo
Our score: 8.8 User satisfaction: N/AAn easy and intuitive personal knowledge management solution designed for users who read a lot digitally.
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12. KBPublisher
Our score: 7.9 User satisfaction: 100%An easy-to-use, web-based knowledge management software that permits content managers to share information with employees, customers, colleagues, partners, and more.
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Table of contents
Industry Report - Knowledge Management Software for 2022
CloudRank™ system is a unique algorithm that our research team uses to evaluate Knowledge Management Software solutions in a detailed and accurate way. The Spring 2022 edition of the ranking was prepared by Jenny Chang, our leading expert in the field of Knowledge Management Software, who has authored 1380+ product reviews in this category. The goal of CloudRank™ is to present an unbiased, multi-layered perspective on Knowledge Management Software, considering a wide range of metrics and factors, and educating potential customers about both opportunities and challenges associated with each piece of software.
In order to achieve full objectivity the position in our CloudRank™ is based on:
- Expert Score: which involves extensive analysis by our internal team which carefully examined all key elements of each software and testing it in real-life situations
- User Score: which involves an aggregated opinion of actual users of each product whose identity was properly verified
- Market Position: which involves general recognition of a given vendor on the market and reflects its overall popularity and reach
What do the tiers in CloudRank™ mean?
We’ve calculated a score for each product based on the average experience shared by our users in their product reviews and arranged the list in three tiers. You can see the methodology below on how the calculations were made.
- Leaders: those with a User Score of 8 or higher; this tier includes products that are currently leaders on the market and are appreciated by both experts and actual users. They always represent the best of what the Knowledge Management Software market has to offer and are all worth trying out if you’re looking for a reliable solution.
- Contenders: those with a User Score between 7 and 8; this tier includes high-quality products that still have some minor drawbacks that prevent them from becoming leaders on the market. They always represent well-designed tools that, over time, will most likely develop into market leaders as the missing features are added.
- Rising Stars: those with a User Score between 6 and 7; this tier includes products that have high-potential but still lack some crucial features or services expected from a leading solution. They are products with solid foundations and a vision that makes us eager to see what they will become as their solution improves in the future.
Regardless of their tier, all products included in our CloudRank™ are popular, quality products considered top-performers by our team of experts. Make sure you read a more detailed review of each solution to find one that will work best for your specific needs and budget.
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MARKET POSITION
A score between 1 and 10 based on popularity and market reach of each product.
TOTAL score
A score between 1 and 10 based on the average of our Expert Score and User Score.
How does CloudRank™ work?
Market Position
A score between 1 and 10 based on popularity and market reach of each product.
Total Score
A score between 1 and 10 based on the average of our Expert Score and User Score.
CloudRank™ tier
Based on product's total score.
Rising Star
Contender
Front Runners
25 Most Popular Knowledge Management Software
Here is a list of all 25 Knowledge Management Software solutions evaluated with our CloudRank™ analysis. We have compared their features, user satisfaction, market presence and other key factors in an in-depth analysis you can find below:
Our score and features analysis:
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Score:9.01
Score:9.01
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Score:8.91
Score:8.91
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}
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Score:8.76
Score:8.76
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4. Atlassian Confluence
8.73
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Score:8.73
Score:8.73
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Score:8.57
Score:8.57
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100+
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6. Freshservice
8.55
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Score:8.55
Score:8.55
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Score:8.55
Score:8.55
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8. Salesforce Service Cloud
8.50
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Score:8.50
Score:8.50
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CloudRank™
Score:8.21
Score:8.21
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10. Document360
8.02
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Score:8.02
Score:8.02
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11. Igloo Software
8.00
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Score:8.00
Score:8.00
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CloudRank™
Score:7.86
Score:7.86
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100+
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}
CloudRank™
Score:7.67
Score:7.67
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Score:7.50
Score:7.50
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15. Inkling Knowledge
7.47
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Score:7.47
Score:7.47
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16. ServiceNow Knowledge Management
7.34
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Score:7.34
Score:7.34
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17. Inbenta Knowledge Management
7.21
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Score:7.21
Score:7.21
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18. ProProfs Knowledge Base
7.02
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Score:7.02
Score:7.02
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19. RightAnswers
6.88
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Score:6.88
Score:6.88
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CloudRank™
Score:6.74
Score:6.74
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21. MyHub Intranet
6.67
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Score:6.67
Score:6.67
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22. KnowledgeOwl
6.46
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Score:6.46
Score:6.46
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CloudRank™
Score:6.41
Score:6.41
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24. Remedy Knowledge Management
6.35
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Score:6.35
Score:6.35
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25. Moxie Knowledgebase
6.17
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Score:6.17
Score:6.17
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Our report covered 25 most popular products from the Knowledge Management Software category. We’ve analyzed their features, performance, integration, customer support, pricing, and several other key buying factors and combined it with feedback from user reviews to come up with the current list of best solutions:
- 2022 Knowledge Management Software Leaders: Zendesk, Freshdesk, Zoho Desk, Atlassian Confluence, Guru, Freshservice, LiveAgent, Salesforce Service Cloud, Bitrix24, Document360, Igloo Software, Groove
- 2022 Knowledge Management Software Contenders: Bloomfire, Helpjuice, Inkling Knowledge, ServiceNow Knowledge Management, Inbenta Knowledge Management, ProProfs Knowledge Base, RightAnswers, HelpDocs
- 2022 Knowledge Management Software Rising Stars: MyHub Intranet, KnowledgeOwl, Tettra, Remedy Knowledge Management, Moxie Knowledgebase
With its consistently high scores across the board, Zendesk managed to take this year’s top spot in our Knowledge Management Software CloudRank. At its core, this software is a suite of support apps – including customer support, knowledge management, and more – that helps transform your customer service into agents for customer retention and lead source.
Zendesk was founded in Copenhagen, Denmark in 2007 and its founders later moved its headquarters to Boston and, subsequently, to California, USA after an influx of investment came in from venture capitalists. Having a decade and a half of experience under its belt, Zendesk has garnered various accolades such as our 2021 Expert’s Choice Award, 2021 Supreme Software Award, and 2021 Best Customer Support Software Award.
As a knowledge management software, Zendesk is equipped with knowledge base modules that users can upgrade separately which enables its users to structure content through the use of a sophisticated tagging system for easy sorting. Additionally, this software can provide access to deleted content in archives and allows its users to view previous edits to the content. More importantly, Zendesk comes with a free trial and offers flexible pricing that starts at $9 per agent per month.
Most users of Knowledge Management Software solutions confirm that in most cases these tools allow them to reach the following business goals:
- It assists in faster onboarding of new hires. [ 86.8% of users ]
- It enables us to save time while finding answers. [ 86.6% of users ]
- It helps us ensure business info is consistent and accurate. [ 85.7% of users ]
- It helps us retain knowledge after employees move on. [ 87.0% of users ]
- It improves staff satisfaction. [ 87.5% of users ]
How did we select products for this Knowledge Management Software report?
The Spring 2022 version of the report includes a total of 25 Knowledge Management Software products that were compared and analyzed by our team. We selected them based on the following factors:
- Popularity of a given brand in the SaaS market (based on our own market research)
- How popular a given brand is among FinancesOnline users (based on number of mothly readers for each review page)
- Availability of statistical data generated from user reviews of a particular product (we excluded products with not enough data to draw meaningful conclusions)
- The current listing reflects the state of our database and research as of April 2022. An updated version of the report will be released quarterly to keep data fresh and incorporate information about shifts and changing trends in the market.
What are the current Knowledge Management Software trends?
A unified space with all tools in one workspace
A streamlined system where content creation tools, collaboration, communication, and social links come together. This solves the hassles of multiple logins and switching between tools, lowering software and app subscription costs, and increasing efficiency and productivity when work apps are centralized. A unified knowledge management system where all necessary information is easily accessed benefits employees just as much as customers when it comes to looking for answers and information.
Smarp
Company intranet use
Integrated social media
Knowledge management systems include the human component when it comes to knowledge sharing, crowdsourcing information, and collaboration. Traditional intranets are outdated and aren’t user-friendly. An employee survey found only 13% used their intranet daily. Integrating social media-type features to intranets will drive adoption by making communication engaging and entertaining. A social intranet space for collaboration and sharing connects employees and develops relationships. Employees sharing information, interacting, and working together can be better than sifting through volumes of documentation, particularly when follow-up questions can get immediate and multiple responses with actual, factual information that is tried and true.
O’Reilly Media; MemSQL
Artificial Intelligence and Natural Language Processing
Knowledge management systems hold enormous volumes of data, much of it raw and unstructured, and unused. A Gartner survey found 55% of organizations define knowledge management as sharing and disseminating knowledge. This is a limited view of the capabilities of modern knowledge management systems but also problematic when the data is disorganized and can’t be properly documented and distributed. Artificial intelligence will improve data discovery, analysis, and extraction of useful information. Natural language processing helps in data enrichment by adding the correct metadata and tag classification. These processes can be automated with AI to ensure that data is tagged and classified into the right taxonomy ensuring the information is discoverable in lookups.
Knowledge management software offers a central and secure storage hub where you can create, organize, and share your company’s information and data. As there are scores of quality tools in this category, how can you do informed comparisons to select the best among knowledge management tools for your requirements? You don’t have to worry about this as we are here to guide you. This article details the main factors and functionality that mark the best knowledge management software from the average programs.
Get to know each product with free trial
A great way to start your search is to sign up for the free trial or demo of popular platforms. The top providers of knowledge management tools offer this feature to help you gauge their application’s efficiency and effectiveness before you shell out any money. You can also utilize the chance to do an in-depth comparison with other solutions in this niche. We recommend you check out Atlassian Confluence, ProProfs Knowledge Base, Bloomfire, Tettra, and KnowledgeOwl. These products have received commendable ratings and rankings in our knowledge management software reviews.
Targeted Businesses
- Small to medium-sized companies can use KM software to eliminate messy cabinets and shift to a paperless office.
- Fast-growing companies can utilize this platform to streamline the onboarding processes of their new hires, while enterprises with a high turnover rate can employ it to maintain knowledge of best practices.
- Firms in specific markets such as finance, telecommunications, and IT need KM software to compete in the information economy.
Examples of Knowledge Management Software
- Atlassian Confluence: A platform that enables you to create, categorize, and discuss tasks with your team members. It provides you the knowledge that is normally lost in shared network drives and email inboxes. The software makes it simple to find, use, and update data. You can give your company’s departments, projects, and teams their own online space with personalized theme and permissions.
- ProProfs Knowledge Base: A robust online knowledge management platform built to empower the top management, trainers, and HR professionals of an enterprise to efficiently manage and distribute organizational and employee knowledge. It maximizes the organization’s collective experience and knowledge, and improves accessibility to FAQs and customer service. The product offers a centralized and easily searchable knowledge base that can be deployed on multiple platforms and devices.
- Bloomfire: A collaboration and knowledge platform that utilizes the collective wisdom of your customers and employees. This knowledge base helps users engage in open info sharing to make the organization more profitable and innovative. It captures, archives, and expands your company’s existing knowledge. Plus, it delivers relevant content to users to help them do their work effectively.
- Tettra: A company wiki designed for users of the Slack communication platform. It helps teams organize and share company knowledge and expertise. This robust tool is ideal for engineering, operations, HR, support, and success teams. The best part is the software empowers you to abolish info silos in your organization and inspires your employees to collaborative productively to boost business growth.
- KnowledgeOwl: A simple knowledge base and authoring application you can use without coding skills. With this solution, you can create professional-looking knowledge websites without taking help from developers and designers. It enables you to easily develop software documentation, help sites, user guides, portals, knowledge bases, handbooks, online manuals, and more. In short, you can use KnowledgeOwl to give your customers intuitive self-service help portals with robust search engines.
Types of Knowledge Management Software
The following types of platforms are related to KM software:
- Artificial intelligence tools
- Content management systems
- Data warehousing, data mining, and OLAP
- Decision support Systems
- Document management systems
- Groupware systems
- Semantic networks
- Simulation tools
- Intranet and extranet
Key Features of Knowledge Management Software
- Self-service portals. These portals offer help web pages for employees and customers, and they can be easily customized to match your brand and company website.
- RSS feeds. These feeds keep users updated on new and helpful articles.
- Feedback options. Enables users to provide comments and vote on the helpfulness and relevance of articles.
- Advanced browse and search options. These include search engine indexing options, natural language search, auto-suggest capability, and search filters. Intent-based search is another robust feature that matches keywords to general reasons why users search a knowledge base.
- Decision trees. Helps you create “Q&A”-type decision trees that help users find answers to their issues on their own.
- Publishing options. Includes formatting features for content such as images, hyperlinks, and rich text. Workflow customization features can simplify content generation and you can publish emails directly on knowledge bases by copying them to a designated address.
Benefits of Knowledge Management Software
- Retention of knowledge after employees quit. Capture and store the knowledge you pay your staff members for, even after they shift to another position or company.
- Quicker onboarding of new hires. Offer new employees the info and knowledge they need to get cracking immediately.
- Save time searching for answers. A full-fledged knowledge base with robust search tools helps employees save time finding answers, and also minimizes distractions and interruptions.
- Improve staff satisfaction. Gamification features reward employees for participating and sharing knowledge, and thus boosts staff recognition and satisfaction.
- Ensure consistent and accurate info. All employees in the company can access and contribute to create a comprehensive knowledge base, which can improve the quality of information.
- Enhanced knowledge distribution. Knowledge that used to rest with single individuals can now be made accessible on demand for all employees.
Latest Trends
Use of social elements. Social sites have become hugely popular among lay users who share their personal stories on them. Enterprises are also using them in a big way to promote their products and services. Therefore, the social element is being integrated into a range of applications, including KM software. KM tools with blended social media aspects help employees communicate and engage more intuitively and effectively as they are familiar with these elements.
Search indexing is improving. Search tools depend on indexing which classifies search results to make them coherent and relevant. KM software depends a great deal on a strong search feature to ensure top performance. Search indexing continues to improve and enables users to find documents and files more quickly and easily, which enhances productivity.
Potential Issues
Ensuring fast access to knowledge. KM software enables you to crowdsource knowledge and info from all your employees and customers. It allows you to leverage content from users all over the world. This does not give room for data silos. You must ensure the stored knowledge can be accessed in real time anywhere in the world, on any device. Global companies must be able to provide access in multiple languages.
Making info easy to find. Your knowledge base will become useless if people are unable to find what they need quickly. KM software helps here as it organizes data in an understandable way for users. In addition, leading KM software vendors are improving their enterprise search tools by leveraging advanced technology such as smart filters, machine learning, and artificial intelligence.
List of Knowledge Management Software Companies
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Things to consider when you invest in a SaaS
First, be clear about the reasons why you wish to use a SaaS solution. You should also have a good understanding of your existing infrastructure and business processes. This information will help you to easily integrate the SaaS software with your existing infrastructure without any problems.
The second consideration is a follow up to the first one. Ask yourself what you want the SaaS solution to do for your firm. Then, be clear about the features the system should have. For example, if you want enhanced data collaboration between different business units you need a solution that can be accessed by multiple users. However, if you require an efficient system that is similar to an on-premise solution, you need to invest in a SaaS product that can be accessed by only a few users at a time.
After you pick a suitable vendor, do not sign a contract before you take a good look at the Service Level Agreement (SLA). The SLA will clearly state what the SaaS provider is offering and the reparation they will pay if they do not deliver the agreed services. Read and comprehend the SLA thoroughly to know what you are getting into and to avoid problems later.
Frequently asked questions about Knowledge Management Software
What is the best knowledge management software?
The best knowledge management software is Document360. Designed for growing businesses, this popular platform helps users easily build their own self-service knowledge base for both employees and customers. Document360 is a popular choice among companies looking for a scalable solution that can be easily adapted to their specific needs.
This KB solution allows users to create dynamic, self-service knowledge bases for various uses such as product documentation, references, internal process guides, and even tutorials. This solution also enables businesses with constantly-upgrading products to build FAQs that can be easily updated continuously.
With Document360, you can create secured logins for both customers and internal users. It offers a robust search module powered by a search engine that conducts deep searches and generates relevant real-time results. Moreover, aside from a clean design, it also offers features like extensive integrations, a smart feedback system for posts, and an adaptive interface.
What are the benefits of knowledge management software?
Knowledge management software primarily functions to provide an integrated approach to enabling a company’s internal and external information to become more efficiently managed, organized, updated, shared, and accessed. Here are the main benefits of knowledge management software:
- Organize data. Allows users to organize volumes of different data types easily.
- Self-service. Enables both customers and internal users to search by themselves any product/service knowledge base.
- Access needed information. Anyone with login details can access privileged internal data and advanced insights.
- Develop business intelligence. Organizations can build upon previous information to steadily develop business knowledge over time.
- Build and enhance business processes. This solution empowers firms to create and improve operational procedures, structures, and policies.
- Boost teamwork. Employees, consultants, and managers can seamlessly plan and conduct collaborative activities from anywhere, anytime.
- Enhance communication. Knowledge bases also support better communication among distributed work units and third-party partners.
What are the features of knowledge management software?
All knowledge management features are designed to allow the creation, storage, and access of information. However, some are better than others, while a few stand out from the rest. Nonetheless, all KB platforms, at the minimum, should be able to offer a set of standard features, namely:
- File viewing. Stores and readies various file types for viewing.
- Comments posting. Allows users to share notes or make comments on data or files for reference purposes.
- Private or Private access. Provides the option to make conversations either open to the public or private among particular contributors.
- Searchable. Integrates a search bar to allow users to browse and find needed information.
- File uploading. With valid login credentials, any user can upload different types of files from any device from anywhere to support better sharing of knowledge.
- Link sharing. Enables users to share links to important content to share information easily.
- Question and answer. Offers efficient online channels to enable users to share information, procedures, and expertise.
- Tagging. Enables users to tag each other when leaving notes or comments or sharing data files for an easy and quick search for content.
What is the easiest knowledge management software to use?
Managing tons of information is difficult and time-consuming, much more if they must also be shared, made accessible, and updated regularly. Thanks to advances in knowledge management technology, even non-techies can do these complicated tasks competently and efficiently. Here are some of the easy-to-use apps in the market today:
- Zendesk. Comprehensive knowledge management and support suite, this robust yet easy-to-use solution for enhancing SMEs’ and large enterprises’ customer service. Zendesk allows users to easily build customer portals, FAQs, online forums, and support centers.
- Bloomfire. This widely-used knowledge management solution allows businesses to effortlessly build a centralized and secured repository of all organizational knowledge that is easy to access by both customers and internal users. Aside from supporting uploads of various file types, Bloomfire also functions as a social media platform where users can post, comment, share, like, and follow posts.
- LiveAgent. This knowledge management platform is powerful but simple, enabling users to build one or multi-knowledge bases easily. Its smart editor supports a fast learning curve, which means those without any technical background can confidently create and maintain a KB channel independently.
What is a good free knowledge management software?
You don’t need to spend so much to use reliable knowledge management platforms. In fact, some of the good ones are actually free to use. Here are three of such KB apps:
- Zoho Desk. A part of the popular Zoho Business Suite, this free knowledge management and support solution enables organizations to provide efficient customer support. Its benefits include access to smart tools, analytics, report generation, and agent productivity measures.
- Bitrix24. This is a free knowledge management and collaboration software. It can handle an extensive array of file types, from videos, text, audio, and presentations, ensuring clear communication among internal users and customers. Bitrix24 also offers a smart search capability.
- ProProfs Knowledge Base. This enterprise-grade platform offers a free version for up to 20 business pages, making it an ideal choice for small businesses and startups. It is designed to help managers manage and share internal knowledge to allow seamless communication and support employee training purposes.
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