The best knowledge management software is Zendesk. From content management and SEO to intelligent search and AI-powered bots, this platform has all the essential tools you need to leverage company data to build your FAQ and product information database and improve your customer support and strategic planning significantly.
An excellent knowledge management software solution will help you at once on three fronts: self-service customer support, employee knowledge empowerment, and, critically, information asset management. Most of our top choices here are great on all fronts.
In this article, our experts did a thorough survey of the top knowledge management software today. You’ll notice that some of the applications offer other functionalities outside of the core knowledge management solution. We’ve also included sections on the features and benefits of knowledge management software.
Knowledge is now considered a high-value commodity. With such an immense quantity of data being produced every day, knowledge management becomes a necessity, especially with highly competitive industries. Now, consumers and employees prioritize the accessibility of information.
As such, self-service is steadily becoming a popular choice among customers when they need help. Self-service has increased its value among businesses in recent years, with more than 40 percent of consumers choosing it over human interaction. Consequently, many of the issues in recent years are rooted in knowledge access and organization.
Similarly, knowledge sharing has a growing impact on most, if not all, organizations. Inefficient knowledge sharing is very expensive for large companies. On average, the loss of productivity due to problems related to organization, storage, access, and distribution of information costs $47 million per year on average. Consequently, organizations are now looking at knowledge management as one of their key assets.
The ability to develop self-service helpdesks, online communities, knowledgebase and more increases the overall value of the company, not to mention its products and services’ competitiveness. Below is our list of the leading knowledge management software in the market.
Zendesk is a comprehensive support suite that aims to improve overall customer service efforts for businesses of all sizes. It landed at the top spot on our list for its robust knowledge management module that lets users build help centers, online communities, FAQs, and customer portals. It also comes with a content management system where you can easily structure the information in your database and organize them according to your preferences.
The platform also leverages an AI-powered bot that can answer common queries by directing customers to relevant articles in your base. This way, you can reduce your agents’ workloads without compromising the quality of your service. If you’d like to test out this platform for yourself, you can make the most of the Zendesk free trial.
As a full-fledged customer support management platform, Zendesk also goes beyond knowledge management. It can centralize your customer interactions, simplify ticket management, and provide you with in-depth insights for measuring the efficiency of customer support and customer self-service efforts.
Detailed Zendesk Review
Document360 is a robust knowledge management system designed to ease the process of creating a knowledgebase. Through the software, you can easily make a customer-facing knowledge base with an intuitive user interface.
The software guides you through the creation process with its built-in customization tools, category manager, and version control capabilities. The system also comes with documentation tools to aid in managing knowledgebase articles. Moreover, authors get a discussion platform for hassle-free collaboration. Document360 offers an appealing free trial to help potential clients to try all its features firsthand.
End-users also get control of the font, layout, and design of the knowledgebase. Custom CSS and HTML can be added to articles, too, so authors can build pages that are more helpful to customers. Integrations with third-party applications like Disqus and Google Analytics allow users to expand Document360’s capabilities.
Detailed Document360 Review
LiveAgent is a powerful customer support suite that provides tools that your business needs to deliver exceptional customer experience. As regards knowledge management, the platform offers a customizable knowledge base for small and medium-sized businesses that want to empower their customers to help themselves. The app allows you to create an external knowledge base for customers and an internal knowledge base for employees.
LiveAgent allows you to create a single or multi knowledge base with ease. With the easy editor, it is a breeze to edit articles that helps you to deliver quick, conclusive responses to customers’ most pressing issues. Additionally, you can create FAQ sections to respond to the most common customer queries or to deliver product and technical details. The vendor offers a comprehensive free trial to get you up to speed with the knowledge base tool.
The best part is that you can choose to host the knowledge base in LiveAgent or another server. What’s more, LiveAgent allows you to enhance your knowledge base with search widgets, feedback buttons, and forums. The search function is particularly handy, which enables customers and employees to find knowledge bases articles using specific keywords. More importantly, the LiveAgent knowledge management module is customizable. This means you can add your company logo, use a specific header image, and define colors to match your branding profile.
Detailed LiveAgent Review
Atlassian Confluence, a leading provider of widely-used business solutions such as Jira and Trello, is a cloud content collaboration software that lets you create, share, and work together on projects all in one place. It comes with a knowledge base where you can easily publish, organize, and access company information in one central location so 8hat customers can help themselves. You can capture, store, and grow your team’s knowledge so you can stay up to date and on the same page.
Atlassian Confluence gives you a central place—a single source of truth—to keep your team’s work organized and accessible, making it easier to find the information needed to keep work moving forward. It promotes transparency and organization, letting your teams work together to maximize productivity. It makes it easy to create documents as a team, provide feedback in context, and quickly iterate until your work is finalized.
Atlassian Confluence is available in two plans – one is for small teams that come for a monthly flat rate of $10 for up to 1o users for one server, and the other for enterprise teams of up to 500 users implementing a data center.
Detailed Atlassian Confluence Review
Zoho Desk is an online customer support platform from the Zoho Company, the renowned maker of over 40 integrated business and productivity apps. In line with its support function, the software brings you all the essential tools you need to efficiently address customer queries, improve agent productivity, and enhance decision-making for managers. Features and capabilities include help desk, a ticketing system, call center, agent productivity, social support, organization-wide collaboration, insights and reporting, and forums and knowledge base. The last one is even included in Zoho Desk’s free edition.
For corporations and businesses with dedicated customer support and service teams, a knowledge management system is often contained in a knowledge base or centralized knowledge hub that can be accessed by both customers (for self-service queries and answers) and agents (for quick, comprehensive reference). Zoho Desk shines in this area with an online, multi-brand portal that you can customize and fill with various knowledge base articles, information, FAQs, and resources. If you want to try the full feature set at no cost, you should take advantage of the Zoho Desk free trial.
It comes with built-in SEO software features, along with secure access, auto-suggest, smart search filters, and built-in reports. It also allows you to set up forums and communities, enabling customers to engage and interact with other users as well as with your company personnel.
Detailed Zoho Desk Review
Bloomfire is one of the top knowledge management platforms out there. It enables you to centralize all knowledge in a secure and easily searchable solution. As a result, you can banish information silos and give your teams access to knowledge that can help them perform. You can use this to improve the performance of your customer support teams. With Bloomfire, they can access relevant information quicker to dish out exceptional customer service. Furthermore, by having your organizational knowledge efficiently managed, you can amplify your insights. You can manage and distribute research and development facts and ideas to stakeholders and decision-makers more effectively.
The platform runs on a powerful AI search engine. Also, it is fitted with a Q&A module where users can ask and answer pertinent questions. Every bit of information and communication is ensured never to be lost. They can easily be pulled up by anyone, anytime, provided they have permission. Moreover, its collaboration module features a familiar social media type of an interface. Users can post, like, follow, share, and comment. You can also use a variety of media like pictures and videos to create content with more impact. To get to know the features firsthand, you should make the best of the Bloomfire free trail.
Moreover, you can customize how you manage your knowledge community. You can make groups and classify content with your very own categories. It also features a drag-and-drop editor for creating newsletters that can be sent to groups.
The platform integrates well with CRM software tools such as Salesforce. It uses an open API architecture, so it is easy to make custom integrations as you go. Lastly, it has native applications on mobile for both Apple and Android devices.
Detailed Bloomfire Review
Bitrix24 is a complete suite of social collaboration, communication, and management tools for your team. It offers over 35 tools to shape the way you work and collaborate. Among its features are company drive, task and project management, CRM, chat and video, telephony, social network, document management, calendars, mail server, HR tools, and mobile. The software is a cloud platform, but you have the option to use the self-hosted version of Bitrix24 to run on your server where you get full control over data, source code access, and have additional tools such as helpdesk and e-learning.
Bitrix24’s “My Drive” feature is the centralized access point for all files that you want to work with. It is the single repository of all your personal files. Any Group Drives that you’ve chosen to connect, as well as shared folders and documents that you’ve been given access to. My Drive is where you can upload new files or delete existing ones, create new folders, grant permissions to access and sync to coworkers, and search for documents using various filters. Bitrix24 comes with a full-featured free plan for up to 12 users and 5GB online storage. Three premium plans are also available.
Detailed Bitrix24 Review
ProProfs KnowledgeBase is from an American company that provides smart tools and platforms for online training and assessment. It boasts of Fortune 500 customers such as Sony, Dell, and Cisco. The knowledge base software allows you to create wikis, online FAQs, user guides, and documentation for your customers and employees to improve customer support, reduce customer support tickets, and increase employee access to knowledge. It allows any time, anywhere access to information through public or private knowledge base.
With ProProfs KnowledgeBase, you can capture, share, and apply knowledge in several ways. You can create a knowledge base and use context-sensitive help tools to create on-site and task-based help. You can design, create, publish, and manage help files, manuals, and documentation with advanced authoring options. Moreover, the software allows you to effectively communicate and collaborate with team members to build public and private wikis. The software offers several SMB and enterprise plans with prices ranging from $9/month to $1,300/month.
Detailed ProProfs Knowledge Base Review
ServiceNow Knowledge Management provides an easy‑to‑use and efficient knowledge management solution that lets you incorporate knowledge creation and ongoing improvements into everyday work. It offers an out‑of‑the‑box knowledge experience for customers, employees, and agents who serve them. Its workflow and publishing tools let agents search for and create knowledge content while resolving issues. Its service portal lets customers and employees quickly find solutions that boost satisfaction and reduce service costs.
The software is meant to boost productivity by resolving cases and incorporating new knowledge to address business issues as well as increase user satisfaction by documenting answers to provide consistent answers to customers and employees. It promotes knowledge sharing and encourages company-wide knowledge crowd-sourcing to eliminate information gaps. You can expose available knowledge through its service portal and allow customers and employees to search, browse, and view articles from their desktops or mobile devices. Pricing for ServiceNow is quote-based.
Detailed ServiceNow Knowledge Management Review
Inkling Knowledge lets you cover the whole spectrum of knowledge from content creation, storage, distribution to measurement, all-in-one, easy to use platform. It modernizes the way work gets done and places the right information in the hands of your workforce when they need it most. Inkling Knowledge applies a smart content system that delivers mission-critical information and, together with its collaboration tool, offers a mobile platform that connects your employees to the people and resources they need.
Inkling streamlines the way you create and manage critical training and reference assets all in a single, easy-to-use tool. You get to equip your team with the training and information they need when they need it most to ensure consistent performance. It provides dashboards to give you insight into how your content is driving business results and where it can be improved. With its intelligent search, you can find information quickly and easily in a library that is personalized for each user. Inkling offers custom pricing.
Detailed Inkling Knowledge Review
Remedy Knowledge Management is from BMC, a foremost provider of IT solutions. Its knowledge management software puts knowledge at the fingertips of your users and harnesses knowledge as soon as you find it with powerful knowledge authoring made for mobile. You can create articles from scratch, use templates, identify similar articles, or import knowledge from external sources. It provides a complete framework to give your digital workforce the information they need, when they need it, and wherever they need it.
With Remedy Knowledge Management, you can solve problems faster by putting the right information in front of the right people at the right time, reducing the burden on your IT team, and significantly improving customer satisfaction. You can collate and curate knowledge from multiple, disparate sources and make it available to anyone. This knowledge management software is offered through custom pricing.
Detailed Remedy Knowledge Management Review
Guru is a knowledge management solution meant to keep your customer-facing teams up-to-date, consistent, and confident with trusted knowledge that’s accessible from every application they use. It provides unified support knowledge for omnichannel teams by consolidating your organization’s internal and external knowledge and automatically keeping it updated. With Guru, you can bring all of your collective knowledge into one solution and maintain all of it, filtering by attribute or category and performing bulk actions when necessary.
Guru comes with a verification workflow to automatically remind you when to update your knowledge, letting your agents see the trust status of each piece of knowledge. Its analytics allows you to get insights into how your knowledge base is performing and see what knowledge is being used the most and by whom, as well as identify trends in high volume searches. This way, you can determine what searches aren’t producing results and fill the gaps in your knowledge strategy. Guru offers three low-cost plans starting at $6/user per month.
Detailed Guru Review
Inbenta knowledge management system makes it easy to have all the information you need in one place. It allows you to control your information and make sure that your customers can ask questions and get the right answer. The software applies natural language programming technology to truly understand information tagging, classifying and grouping, and produce automatic content and answers. With easy access to structured data, your organization becomes better informed and more agile.
The software enables you to capture every conversation into your corporate memory, ensuring information consistency across your organization. Its intuitive content creation tools allow your agents to start creating support articles quickly. You can import all your existing content, create new content in HTML or text formats, and organize everything using customizable category trees. You can create a different profile to limit content to specific users, and track the performance of every FAQ using analytics tools to let users find what they need. The platform is available via custom pricing.
Detailed Inbenta Knowledge Management Review
Tettra is a knowledge and content management tool designed for modern teams, helping them make better decisions in less time. It is designed for Slack teams to help your organization share knowledge, set goals, and create alignment to facilitate faster decision-making. Tettra makes it easy for anyone to contribute knowledge with a simple editor and clean reading experience. It comes with a smart suggestions engine that can tell you what content should be added or updated and what is no longer relevant. It can connect to your existing tools to make your knowledge base easily accessible in your normal workflows.
Tettra aggregates everything in one place for smooth onboarding of new employees and finding documents. It lets everyone contribute to documentation and sharing through a simple and intuitive page editor. It allows you to set permissions so that only the right people have editing rights. You can answer repetitive questions quickly in Slack, privately search for answers, and share them publicly with any Slack channel. Tettra offers three paid plans starting at $50/month.
Detailed Tettra Review
KnowledgeOwl is a fully-customizable knowledge base and customer support software designed to help you build sites, knowledge bases, manuals, software documentation, and more. It lets you create your own secure, robust, easy-to-navigate resource to ensure that everyone stays on the same page. You can write, manage, and publish your FAQs for your website or application to help drive sales. As a customer support software, KnowledgeOwl also allows you to set up self-service help sites with a robust knowledge base search engine and a clean, easy interface so you can provide your customers with the ability to help themselves.
KnowledgeOwl offers an open API to let you build your integrations, pushing information into and pulling information out of the system. You can choose from one of six publishing statuses – draft, ready to publish, rejected draft, published, needs review, and deleted – to control visibility and workflow. Its full-featured WYSIWYG editor helps you create content just like in a word processor, and you can even embed videos from third-party video hosting tools like YouTube, Vimeo, or Wistia. A base plan goes for $49/month with extra cost for additional knowledge base and user.
Detailed KnowledgeOwl Review
Helpjuice is best-in-class customer support and knowledge base software built from the ground up to give you all the essentials to manage content while keeping it fast and easy to use. It offers customization and styling tools that let you come up with answers effectively and immediately. You can show questions and answers in multiple categories and set tags for easy search. Multiple authors can work on a single question, and each revision is recorded. You also get to choose different levels of access, including public, URL-based, specific users, and internal users.
Helpjuice provides analytics to help you track what matters by showing you insightful and actionable data. You get an overview of how helpful your knowledge base is at any selected period, learn what people are searching, and what results they get. You’ll also see how many times your questions were read and how many they helped. Also, you get to track the performance of authors so you can award your top performers. The software is offered in three plans, including one with enterprise custom pricing.
Detailed Helpjuice Review
RightAnswers offers smart features and intuitive functionality to help organizations easily create, manage, and share knowledge among their employees, agents, and customers. It empowers your IT team to know what they need to know and share what they need to share. RightAnswers makes your IT help desk and customer service agents more productive, improving both employee and customer experiences with a centralized knowledge hub to create, maintain, and locate relevant information quickly to deliver reliable IT support and customer service experiences.
The software’s Enterprise Knowledge Creation and Management feature allows authors to create and modify knowledge articles, and personalize solutions for agents, customers, and employees. Its pre-built templates address multiple problem types and enable the creation of many solution formats, including interactive solutions (decision trees, step-by-step checklists, multi-step solutions), multimedia solutions (video, webinars), and multi-lingual solutions for supporting customers across the globe. Pricing for the solution is quote-based.
Detailed RightAnswers Review
ComAround specializes in knowledge management and self-service to help organizations achieve world-class support using intelligent knowledge powered by Microsoft technology. As part of your digital transformation strategy, it provides a cloud-based platform where you can create, search, and access valuable knowledge across multiple cloud data sources as well as receive business intelligence reports. This ensures that your customers get valuable knowledge when they need it on any device.
With clearly defined functions and structured article templates, ComAround allows your knowledge workers to publish, edit, and import knowledge articles quickly and easily. You can import an unlimited number of articles from MS Word documents with an integrated multi-import or with MS Office App. It lets you find and remove duplicates of knowledge articles to make sure that you get only healthy and accurate content. It offers a library with thousands of pre-populated knowledge articles for standard applications, including Windows and Mac O/S, Outlook, Office 365, Adobe, etc. The software is offered through quote-based pricing.
Detailed ComAround Knowledge Review
MyHub is a fully customizable and easy to manage intranet that comes equipped with rich features. The cloud-hosted platform is delivered via Amazon’s managed network and can be customized with your branding. You get a wide range of modules to choose from, including banners, forums, blogs, calendars, file storage, and more. It provides a powerful site-wide search tool that returns results from pages, modules, and files stored in the document exchange, including text within documents. You can easily create simple forms or advance workflow approvals, including IT tickets, leave requests, and onboarding and offboarding processes.
MyHub lets you access your full intranet from mobile devices so you can take your intranet with you. It has a simple 5-step site builder process, and you get access to a dedicated setup and design expert at no extra cost. You can seamlessly add modules to pages and allow authorized users to edit individual pages. You can also add and manage single or multiple users and set access permissions using administrative tools. The software allows for an unlimited number of pages and sub-pages with flexible design options using a drag and drop builder. A pricing plan of $99/month is available, as well as an annual plan pegged at $1,010.
Detailed MyHub Intranet Review
eXo Platform is an open-source, full-featured digital collaboration platform intended to engage and empower your workforce, transform your employee experience, and harness your company knowledge. Designed for growing teams and large enterprises, it supplants traditional intranets by connecting employees, tools, and information. It provides employees with the tools they need to work together, unifies business applications into one modern user-centered hub, streamlines communications, and centralizes company knowledge.
Among its features and capabilities are knowledge management, collaboration spaces, content management, project management, document storage and collaboration, activity streams, social engagement, single access point, and mobile. You have the option to install the software on-premise or have the vendor host and manage the platform for you. It comes in three editions: Professional, which starts at $6/user per month, for up to 200 users, Enterprise for up to 1,000 users, and Enterprise Plus for unlimited users.
Detailed eXo Platform Review
With pricing for KMS provided for more than ten users free, you cannot go wrong purchasing a new KMS software now. Zendesk offers such an unbeatable treasure chest of features that you cannot go wrong with the decision. Again, you can easily sign up for Zendesk free trial if you want to test drive the software and see if it fits your business requirements.
After all, what company does not want to become leaner, more efficient, and more productive? KMS saves time, money, and resources by optimizing the way organizations and their employees handle, organize, and manage data and information. What all these translates to is an agile organization and a knowledgeable workforce that can weather business challenges and achieve better profitability.
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