11 Best Knowledge Base Software for 2024

What’s with knowledge base software, why do they matter? Wouldn’t you appreciate a guide to help you make sense of it all when you are exploring a new platform, tool or solution? Maybe the one that has every feature you need to make your journey efficient, fulfilling and full of learning.

That’s exactly what knowledge base software does for your organization. It lays out a clear map, making a wealth of information readily accessible to everyone who needs it — from team members eager to find support resources to customers seeking quick, effective solutions to their questions.

While most businesses recognize the importance of knowledge management to their operations and customer experience, they encounter many pitfalls while vetting knowledge base vendors. Issues include opaque costing, inadequate change management and faulty security, which make it challenging to secure leadership buy-in and an assured return on investment.

🤔Sound relatable?

Fret not. In this article, we’re going to explore 11 leading knowledge base software shortlisted after rigorous market research to bring you an honest review of their standout features, customer sentiments, pricing and our final verdicts.

What is knowledge base software?  

Knowledge base software is a robust tool that allows businesses to create and manage a searchable online library of information. It works as a self-service HQ, providing easy access to crucial knowledge for both employees and customers. 

👥For customers: As a foundation of customer self-service, KB enables customers to find answers to their queries about your brand, products and services independently without the need to call or email support.

👔For employees: A knowledge base tool facilitates internal knowledge sharing and employee training by disseminating information about your company’s systems, procedures and policies.  Knowledge base platforms streamline the creation, organization and retrieval of information, which makes knowledge sharing simpler.  

It houses various content types like FAQs, product manuals, how-to guides and video tutorials, ensuring anyone accessing it can find information in the format they need. Taking a step ahead, an AI-infused knowledge base, in fact, bypasses manual triaging in real-time, filtering and bringing relevant information to your teams and customers right at their fingertips.

Why is knowledge base solution important for businesses today? 

You could have heaps of useful info but getting it into the right hands at the right time could still be an issue you face. Robust knowledge base software merges this disconnect, working as the bridge between information and its accessibility, reducing time lost in information searching by 35% and boosting organization-wide productivity by 25%. Here’s why you need to use knowledge base software from today. 

• Centralized information repository: A knowledge base software provides a single, centralized repository where all organizational knowledge, documentation, FAQs, and troubleshooting guides are stored. This ensures that information is consistent and easily accessible to all users. 
• Reduced training time: New employees can get up to speed faster by accessing training materials, process documentation, and other resources in the knowledge base. This reduces the time and resources needed for onboarding and training. 
• Direct ROI impact: Clears the queue of repeat questions, minimizing the need for direct contact. Customer service agents can handle more complex queries and find information quickly which improves their productivity and boosts your contact center ROI. 
• Elevates user satisfaction: Users find what they need swiftly, without the wait. Such rapid information dissemination ensures your customers stay around for longer and engaged such that brand loyalty is maintained.   
• Ensures round-the-clock support: Time zones? Off hours? No problem. Your knowledge base software is on the job 24/7, ensuring content creation and updation goes on uninterruptedly. 
• Boosts online visibility: Optimizes your content for search engines, making you more visible and accessible and drawing more visitors to your site. Good knowledge base software can also structure your content in FAQ schema for better SEO. 

Knowledge base software vs. Knowledge management software   

Often, buyers conflate knowledge management software with knowledge base software and end up paying for features and functionalities that don’t serve their purpose or fit their budget. To make more informed buying decisions, you should learn how the two software differ in scope, features, content and target users.  

11 best knowledge base software for customer service in 2024   

Picking out the right knowledge base software takes some time because you need to align your business needs with the features you want. And how do you even do that when there is a plethora of options in the market? For our 2024 rundown, we've sifted through the clutter to handpick some top-notch knowledge base software and knowledge management tools for you. We're talking deep dives into each one, looking at their standout features, what their users are saying and how much they cost. Read through our review, find your best-fit tool and stride confidently towards exemplary knowledge base management.   

Sprinklr

Sprinklr is leading knowledge base software that streamlines the way your team manages product and company information — from creation to optimization. It simplifies building and organizing content, integrates conversational bots for content retrieval and clears up your ticket queue efficiently. Plus, it offers easy translation and localization of articles, allowing agents and customers to switch languages seamlessly based on their needs, all through an intuitive interface.  

Being a unified, AI-first platform, Sprinklr offers advanced AI search and seamless integration of its knowledge base with other channels like live chat and email that customers and employees use to engage with each other and with brands. In short, with Sprinklr, you get a holistic knowledge-sharing solution that prioritizes information accessibility no matter where it’s used from. 

🚀 Top features 

#1. GenAI-powered agent assistance 

Sprinklr Knowledge Base enhances the search experience by smartly filtering and surfacing key information in a single click. Search queries, text or verbal, are parsed perfectly by our genAI-powered search engine that works on natural language processing. It can process regional dialects, grammatical errors and historical trends with unmatched accuracy. The output is precise content recommendations that speed up the resolution time and deliver a memorable support experience that stands out from the competition. 

 #2. Analytics and insights

Sprinklr Knowledge Base also makes it easy to track your content's performance across various platforms. With detailed usage reports, you can quickly identify what's resonating with users and what needs adjustment. The platform also gathers input from both your agents and customers, using their feedback to refine and enhance your articles continually. This ensures your content remains relevant and effective, directly improving user experience and support quality.  

#3. Responsive design & white labeling 

Ensure your knowledge base is accessible and user-friendly across all devices, providing a seamless experience on desktops, tablets and smartphones. Customize your knowledge base with your brand’s look and feel, creating a consistent and professional appearance that aligns with your corporate identity. 

Read More: Essential Features for Free Knowledge Base Software 

Overall Verdict 

Sprinklr offers an overall solid framework to build a comprehensive knowledge center on the foundation of AI and industry best practices. It is packed with basic and advanced features available in enterprise and self-serve formats making it incredibly versatile for companies of all sizes. However, some users may find Sprinklr's extensive features overwhelming, and for them, Sprinklr offers a personalized onboarding process and access to dedicated success managers (for enterprise users). 

💪Strengths

 “It is easy to add articles to the knowledge base, chat bot, and automation of emails. We can tap the case ID and find all the interactions of the customer. It has a good chatbot that answers almost all customer queries. Its chatbot can collect valuable data on customer interactions, preferences, and behaviors that helps us decrease the high call volume.” Source: G2 

💡 What could be better 

“I had to rely heavily on the articles that Sprinklr created to assist their users. It's not the kind of tool you can just pick up and use effectively; it requires a certain investment to discover all the features available. Even after several months, I still find new ways to improve my processes. In a way, this is a positive aspect, as it indicates that the tool is very comprehensive and has a wide range of uses. However, it can also be somewhat intimidating at first. I also didn’t enjoy dealing with support, as some of my tickets took weeks to resolve, and they were not very responsive.” Source: G2  

Price: Check pricing details

• Self-Serve Customer Service Solution (Monthly): $249.00 per seat 
• Self-Serve Customer Service Solution (Annual): $199.00 per seat
• Custom CCaaS Solution (Enterprise): Contact us for a quote  

Trial: Free for 30 days

 Zendesk

Zendesk is a great tool that streamlines customer service operations by centralizing support tickets, making it easy for both customers and support agents to find answers quickly. This platform has been praised for its ease of use, comprehensive features and ability to enhance both customer satisfaction and internal productivity.  

🚀 Top features  

#1. Seamless integration and automation 

Zendesk integrates with various tools and platforms, such as Slack, email and social media channels. This integration allows for a seamless flow of information and automates many tasks using response macros (pre-written responses/templates in KBs that are used to resolve common queries), saving time and reducing manual effort. 

#2. Multi-channel support and customization 

The platform supports multiple communication channels including chat, email and phone. This flexibility allows customers to reach out through their preferred method, enhancing their experience.  

#3. Smart suggestions 

Automatically suggest relevant articles to users based on their search queries or the context of their support requests. 

Overall Verdict 

Zendesk Support Suite is a powerful tool for managing customer interactions and providing top-notch support. Its centralized knowledge base, integration capabilities and multi-channel support make it an indispensable resource for any customer service team. While some users have mentioned that basic features are only available in higher-tier plans, limiting access for those on lower tiers, the overall benefits of Zendesk Guide’s advanced search capabilities, customizable articles and detailed content analytics far outweigh these concerns.   

💪 Strengths 

I really like how clean and simple Zendesk is for agents. There aren't a lot of unnecessary buttons cluttering the screen. Other pluses: it's easy to build and maintain knowledge articles, easy for agents to find knowledge articles, and macros are easy to build and use, making their jobs easier. It's also easy to manage user licenses and see basic reporting. 

💡 What could be better 

The Zendesk knowledge base for self-service is interesting. Some of it is helpful, but some things I want to do in Zendesk are difficult to figure out, and Zendesk is more than happy to help... if you pay. I am disappointed that so many features are locked behind higher-tier plans. Features like SLAs, CSAT surveys, side conversations, and custom reporting should be universal. Source: G2

Pricing:  

• Support Only (Team): $19.00 per user per month billed annually 
• Support Only (Pro): $55.00 per user per month billed annually 
• Support Only (Enterprise): $115.00 per user per month billed annually 
• Suite Team: $55.00 per user per month billed annually 

 Trial: 14-day free trial available  

👉 Battle of Titans: Sprinklr vs Zendesk  

Confluence

Confluence straddles both categories of knowledge base software and knowledge management software. It offers a collaborative workspace that brings team members together, helping them access crucial information and share ideas effectively. It goes beyond simple document sharing by enabling active collaboration on various projects such as marketing campaigns and product launches. With well-organized spaces that make finding content straightforward, Confluence is a joy to work with. It also integrates smoothly with the broader Atlassian ecosystem and offers additional customization through its Marketplace.  

🚀 Top features  

#1. Decision trees 

By breaking down complex processes into manageable, easy-to-follow steps, it simplifies the resolution process for users. Step-by-step guidance helps resolve issues consistently and accurately in customer support. 

#2. Duplicate detection 

Identifying and eliminating redundant content helps maintain a clean and efficient knowledge base. This approach ensures that users can quickly find the most accurate and relevant information. 

#3. Content library and automatic versioning 

Organizing and managing a large repository of information becomes easier with effective tools. Tracking changes and accessing previous versions helps maintain content accuracy and compliance. 

 💪 Strengths 

"Confluence allows teams to create, organize, and store information in one location, making it easy to access and share knowledge. It integrates well with other Atlassian products like Jira, Trello, and Bitbucket, as well as with various third-party apps and tools. People frequently use it to work and connect with tasks. It provides a user-friendly interface, and its implementation is straightforward in our system." 

💡 What could be better 

“The intuitiveness, the ease of use could be a little more "dumbed down" sometimes it can be hard to link articles and reference each article. We moved to the cloud version a couple of months ago and the original version of Confluence definitely felt more user-friendly.” Source: G2 

Overall Verdict 

Confluence excels as a daily tool with its robust multi-user editing feature that enhances real-time collaboration, and its reliable performance, boasting minimal outages. It offers solid security options to manage article access and integrates well with a host of macros and extensions. While the platform is intuitive for handling various tasks, new users might struggle with grouping similar pages and may experience delays in customer support due to its high global user base. 

Pricing:  

• Free version available for up to 10 users. 
• Paid versions start from $4.89/user/month. 
• Plus: Starting at $8.00 
• Business: Starting at $15.00 

Trial: 14-day free trial available

Helpjuice

Helpjuice is a great tool designed to streamline how your team and customers find and share essential information. It’s especially useful for training staff, onboarding new customers and enabling efficient self-service. The platform is straightforward to use, allowing for easy content creation and uploads in various formats.  

🚀 Top features  

#1.  Customizations 

It allows for knowledge base customization to align with your brand’s look and feel helps create a cohesive user experience. Adjusting settings and features allows you to tailor the platform to your organization’s specific needs. 

#2. Content authoring and formatting 

Creating and formatting content is made easier with intuitive tools, which help ensure clarity and professionalism. Maintaining a consistent style and structure across all documents improves readability. 

#3. Performance analytics 

It offers detailed metrics such as article views, search queries and user feedback. Tracking these metrics helps identify which content is most effective, allowing you to use these insights to refine and optimize your knowledge base for better user satisfaction. 

Overall Verdict 

Helpjuice shines with its user-friendly interface, making it simple for teams to create, manage and effectively organize documentation. Its integrations with third-party platforms allow for easy migration and content import. Plus, its multilingual functionality broadens accessibility to global audiences.  

However, the platform's search functionality could be improved, particularly in handling misspellings to better accommodate less-than-perfect search queries — a feature that would refine the user experience. 

💪 Strengths 

“I loved being able to import my KB articles from Zendesk without any issues. It's very easy to categorize, expire, and expose content to specific groups or individuals with Helpjuice. The search engine uses natural language, so the results are always relevant. Helpjuice was easy to implement, and during my trial period, the customer support Team designed my site for me to look very much like our customer-facing website. We use Helpjuice every day to document solutions for our IT Team. Helpjuice easily integrates with any identity provider which enables us to use SSO without an issue.” Source: G2 

💡 What could be better 

“One aspect I dislike about Helpjuice is that it can sometimes be a bit slow when loading really huge documents or making extensive edits. But anyway, this is a minor issue that do not overshadow the numerous benefits of using Helpjuice.” Source: G2 

Pricing:  

• Starter: $120 per month for up to 4 Users 
• Run-up: $200 per month for up to 16 Users 
• Premium limited: $289 per month for up to 60 Users 
• Unlimited: $659 per month for unlimited users 

Free trial: 14-day free trial available  

Notion

Notion serves as a comprehensive workspace that combines knowledge management with project management capabilities. If your teams already have a basic wiki, you’ll find Notion’s setup a breeze, letting you pull in existing docs without a hitch. It’s flexible, too — you can whip up kanban boards, set tasks and even add checklists for collaborative content creation. Plus, with Notion AI now in the mix, you can leverage AI tools to smarten up your notes and tasks. 

🚀 Top features 

#1. Content generation 

AI-powered tools can automate content creation, boosting productivity and ensuring consistent quality across materials. 

#2. Grammar check 

Built-in grammar-checking tools help maintain accuracy and professionalism in content, reducing errors and enhancing readability. 

#3. Extensive customizations 

A wide range of customization options allows you to tailor the knowledge base to specific needs, including adjustments to branding, layout and functionality. 

Overall Verdict 

Notion is highly user-friendly and customizable, making it easy to implement and organize as an internal/external knowledge base. It offers a diverse array of tools for data storage and visualization, including tags, workflows, and custom fields. Teams find daily value in its features, especially the 'Ask AI' for pinpointing information and the AI Writing Assist for generating content. However, the platform's advanced features, like relational databases can require much time to master, potentially detracting from productivity.  

💪 Strengths 

“Notion is easier to use for more people than more enterprise-focused knowledge management systems. Notion AI is also a great add-on to have the writing editor within the tool and the search function helper.”  

💡 What could be better 

“Since I'm very familiar with its interface, i prefer no other platform over this. Yet, the only drawback for new users can be that the app isn't very user-friendly and can be a bit tricky to navigate at first. And so storing, arranging, and managing data/projects becomes a big task. However, once you get the hang of it, it is unparalleled in its functionality.” Source: G2  

Pricing:  

• Plus: Starting at $8.00 
• Business: Starting at $15.00 

 Free trial: 7-day free trial available  

Document360

Document360 is an AI-powered platform tailored for crafting detailed documentation such as user manuals, API documentation and more. It offers an intuitive interface and versatile editing tools, including markdown and WYSIWYG editors. The platform excels in centralizing information, enhancing collaborative efforts and integrating seamlessly with third-party services.  

🚀 Top features 

#1. Category management 

Organize and structure information with ease using customizable categories, ensuring content is easily navigable and accessible. 

#2. User and access management 

Control user permissions and access levels efficiently, safeguarding sensitive information and maintaining data security standards. 

#3. SOC 2 Type 2 Certification: 

Demonstrate adherence to rigorous security and privacy standards, providing assurance of reliable data protection practices to users and stakeholders. 

Overall Verdict 

Document360 is highly praised for its intuitive interface that simplifies writing, managing, and publishing content — all from a single location. Users appreciate the robust content editor and the platform's responsive support team that actively incorporates user feedback. Its article versioning capabilities are notably user-friendly which enhances productivity and control over content revisions.

While customization of the knowledge base site is straightforward, even for non-developers, some users wish for more control over the customization of public-facing sites. Some users even report bugs but also praise the support team for quick resolutions. 

💪 Strengths 

“It is easy to create and publish articles. The site allows for several categories that are easy to navigate for our clients. It was easy to implement the tool. Our team has been using Doc360 for a year now and we have created an extensive help site that is useful to our users. It is easy for us to publish and update articles quickly when we release a new feature or need to update an existing help article.” Source: G2

💡 What could be better “Some of the features available through Document360 are only available via add-ins and not by default, meaning the overall cost can increase depending on your needs.” Source: G2

Pricing:  

• Standard: $149.00 per month, 3 Team Accounts (billed annually) 
• Professional: $299.00 per month, 5 Team Accounts (billed annually) 

 Free trial: 14-day free trial available  

HubSpot

HubSpot’s knowledge base is a central component of HubSpot Service Hub, designed to streamline customer support by offering a comprehensive repository for help articles, FAQs and troubleshooting guides. It provides an intuitive interface that allows businesses to easily create, organize and manage content, enhancing accessibility for both customers and support teams. It also integrates seamlessly with other HubSpot tools, helping to centralize customer interactions and automate support processes. 

 🚀 Top features  

#1. Ease of setup and integration 

HubSpot Service Hub is praised for its straightforward setup process. Users have highlighted how easy it is to launch the platform, even for those new to HubSpot.   

#2. Intuitive content management 

The platform offers an easy-to-use interface for creating, organizing and managing support articles, FAQs, and guides, allowing for efficient content updates and maintenance. 

#3. Advanced search functionality 

Users benefit from powerful search capabilities that enable quick access to relevant information, improving the overall user experience and reducing the time spent searching for answers.  

Overall Verdict 

HubSpot Service Hub is a valuable feature for businesses seeking to enhance their customer service. It provides a comprehensive and user-friendly platform for creating and managing support articles, FAQs and troubleshooting guides. While some users have noted a learning curve and limited customization options in certain areas, the general feedback highlights the knowledge base’s effectiveness in centralizing information and improving access to support resources. This, in turn, helps streamline customer interactions and boost overall satisfaction. 

💪 Strengths 

“I was impressed with our onboarding, and I am pleased that the platform is designed to scale as my needs scale. The ability to connect to the Knowledge Base to pull information from and refer customers to is very convenient. Finally, what I probably appreciate the most is that it is already tied to the CRM because it is the CRM, and that makes the information exchange and access seamless.” 

💡 What could be better 

"Basic features that should be out-of-the-box (and are provided by competitors) are either non-existent, provide a poor end-user experience, or require additional payment (which makes it an entirely cost-ineffective solution). It seems to me that they try so hard to release new features while forgetting that it should have basic, must-have functionality." Source: G2  

Pricing:  

• Service Hub Free: $0.00 per month 
• Service Hub Starter: $20.00 per month (1 Service Seat) 
• Service Hub Professional: $100.00 per month (1 Service Seat) 
• Service Hub Enterprise: $150.00 per month (1 Service Seat) 

 Trial: 14-day free trial available  

Bloomfire

Bloomfire is an advanced platform designed to enhance the efficiency and effectiveness of organizational knowledge sharing. By integrating powerful search capabilities, multimedia support, and collaborative tools, Bloomfire helps businesses create a centralized, easily accessible repository of information that can be leveraged by employees across various departments.  

🚀 Top features  

#1. Deep indexing and search capabilities  

Bloomfire excels in its deep indexing and search capabilities. Users can easily search through multimedia content, including videos, by indexing the dialog and narrative.   

#2. User-friendly interface and multimedia support  

Bloomfire is praised for its intuitive and beautifully designed interface, which makes the platform easy to use. It supports a wide range of multimedia content, such as videos, articles and images.  

#3. Collaboration and knowledge sharing  

Bloomfire facilitates collaboration and knowledge sharing through features like discussion groups, FAQs and content categorization. Users can create their own categories for better organization and classification of articles.  

Overall Verdict 

Bloomfire enhances teamwork with content collaboration tools, offers analytics for tracking engagement and content effectiveness, and provides granular access controls to ensure security and manage permissions efficiently. While some users have noted issues with the cost and certain functionalities, such as bulk downloading of files and stronger cataloging features, the overall feedback is positive.  

💪 Strengths 

"The software is easy to use, and the tools work well. Things frequently go as planned, with few issues, if any. It's so good that there is no better choice. Keeping projects moving according to the timeline is always a top priority, which is why this software is a good fit." 

💡 What could be better 

"Copying posts via the API is impossible, and the documentation around the content API is shoddy at best. The API often has issues with "content" since you have to directly interface with Amazon S3, which seems insane to me. The best idea would be to provide an endpoint where you accept a file and handle your own Amazon S3 in the back end of the API." Source: G2  

Freshdesk

Freshdesk is highly regarded for its user-friendly interface, comprehensive feature set, and effective ticket management system. It integrates seamlessly with various communication channels, enabling a unified platform for managing customer interactions. The knowledge base feature is noted for its robustness, offering a vast library of articles, FAQs and self-help guides that empower customers to find solutions independently, reducing the number of support tickets.  

🚀 Top features  

#1.  Extensive article library 

Freshdesk provides a comprehensive library of articles, FAQs and self-help guides, allowing customers to quickly find answers to common issues. This feature significantly reduces the workload on support agents by enabling customers to resolve their issues independently. 

#2.  Seamless integration with the ticketing system 

The knowledge base is tightly integrated with Freshdesk’s ticketing system, allowing support agents to reference articles directly within tickets. This integration helps agents provide consistent and accurate information to customers, enhancing the efficiency of the support process. 

#3. User-friendly interface 

Freshdesk’s knowledge base is easy to navigate, with a clean layout that avoids visual overload. This design encourages self-service by making help articles easily accessible, reducing the need for direct support interactions. 

Overall Verdict 

Freshdesk's knowledge base offers several advantages. The seamless integration with the ticketing system allows agents to reference knowledge base articles directly within tickets, enhancing the efficiency and accuracy of support responses. Additionally, features like ticket templates, automation, and collaboration tools streamline the support process, improving team productivity and customer satisfaction. 

However, there are some drawbacks. The pricing structure can be costly, especially for small businesses or startups, as it requires individual licenses for full-time agents or day passes for occasional users. Some users have reported synchronization issues and inconsistencies between Freshdesk and other Freshworks products, such as Freshchat. There are also concerns about the need for third-party apps for certain basic features and the clunky export process for data. Despite these cons, Freshdesk remains a strong contender for businesses looking to enhance their customer support operations. 

💪 Strengths 

“Freshdesk is one of the best tools for managing customer interactions. Each user receives their own tickets, making it very easy to track customer interactions with the brand. It is a tool for daily use. From the brand's perspective, it is very easy to implement and includes a knowledge base for learning more about the product. It can be easily integrated with other social tools to track online conversations. Freshdesk also offers a C-SAT survey for customers. Additionally, customer support is very active in resolving customer issues.” 

💡 What could be better 

“There is a lack of synchronization, with syncing problems in reports and data.” Source: G2 

Pricing:  

• Growth: $15.00 per agent per month
• Pro: $48.99 per agent per month
• Enterprise: $69.00 per agent per month

 Trial: 14-day free trial available  

ServiceNow

ServiceNow is an integral part of its IT Service Management (ITSM) platform, providing a comprehensive and scalable solution for managing organizational knowledge. It's designed to streamline the documentation process, enhance collaboration and improve the overall efficiency of IT service delivery. 

🚀 Top features 

#1. Knowledge-centered service (KCS) integration 

ServiceNow’s knowledge base supports Knowledge-Centered Service (KCS) practices, providing a structured approach to knowledge management. This integration facilitates the creation, maintenance, and sharing of knowledge articles based on real-time service interactions and feedback. It helps ensure that content is accurate, up-to-date, and relevant. 

#2. Advanced feedback and improvement loops 

ServiceNow features robust feedback mechanisms, allowing users to rate and comment on knowledge articles. This feedback is used to continuously improve the quality and relevance of content. ServiceNow’s feedback loops are integrated into the knowledge management process, enabling real-time updates and adjustments based on user input and analytics. 

#3. Seamless integration with Microsoft Office 

The knowledge base integrates smoothly with Microsoft Office applications, such as Word. This integration allows for easy document creation, editing, and sharing directly within the knowledge base. It simplifies the process of updating and managing content, streamlining workflows, and enhancing collaboration among team members. 

Overall Verdict 

ServiceNow excels in enhancing IT service management through its unique features. Its support for knowledge-centered service (KCS) ensures that knowledge articles are created, maintained and updated based on real-time feedback and service interactions. The advanced feedback mechanisms enable continuous improvement of content quality, while seamless integration with Microsoft Office simplifies document management and collaboration.  

Despite its complexity and the initial training required, ServiceNow's knowledge base offers significant long-term benefits, including improved efficiency and streamlined workflows. It stands out as a powerful and reliable solution for managing organizational knowledge effectively. 

💪 Strengths 

"ServiceNow IT management is a well-thought-out solution for all IT needs. It is natively built to provide a backbone for IT service teams, streamline knowledge base articles for FAQs, manage password reset tools, and oversee employee management, among other functions." 

💡 What could be better

"Except for some minor challenges such as system slowness and delayed incident updates on the portal, there haven't been any major issues observed in customer environments." Source: G2

Trial & Pricing: Contact the vendor for information

Guru

Guru is an intuitive platform tailored to optimize how organizations access and manage information. It offers a unique feature set, including browser extensions and card-based knowledge management, which allows teams to easily create, access and update knowledge within their existing workflow. Guru’s integrations with Slack and Microsoft Teams enable contextually relevant knowledge retrieval directly from these communication platforms, enhancing efficiency.  

🚀 Top features  

#1. Card-based knowledge management 

Guru uses a card-based system to organize and present information. Each card can contain text, images or links and is categorized into collections for easy access. This structure makes it simple to create, update and find relevant knowledge within a user-friendly interface. 

2. Seamless integrations 

Guru integrates smoothly with popular communication and collaboration tools like Slack and Microsoft Teams. This integration allows users to access and contribute to the knowledge base directly from these platforms, enhancing workflow efficiency and ensuring that critical information is readily available within the tools teams are already using. 

3. Real-time knowledge verification 

Guru features a built-in knowledge verification system that ensures content accuracy and relevance. Users can request updates and provide feedback on knowledge cards, which are reviewed and validated by designated experts. This system helps maintain a high standard of information quality and keeps the knowledge base current.   

Overall Verdict 

Guru is a powerful knowledge management tool with strong features for integration and information accuracy, though it may present challenges in terms of adaptation and tool compatibility. While some users have noted minor challenges, such as the need for precise keyword recall and occasional inaccuracies in initial search results, the platform's overall benefits far outweigh these drawbacks.   

💪 Strengths 

"The thing I like about Guru is that it is one of the most responsive and organized applications for creating a set of cards or knowledge bases tailored to your line of business. Additionally, there's an AI assistant to help find information within the knowledge base. I use this knowledge base daily, and it helps me find the resolutions or information I need to provide to my customers."  

💡 What could be better:

“When it comes to things I dislike about Guru, it’s not so much about the platform itself but rather some of the practices that users might engage in. For instance, sometimes there can be a lack of transparency or accountability regarding the quality of advice or information being shared. Additionally, there might be instances where individuals misuse the platform to promote false or misleading ideas. Overall, it's important to approach any advice or guidance on Guru with a critical mind and verify information from reliable sources whenever possible.” Source: G2  

Pricing: Starts with $15 per user/month 

Trial: 30-day free trial available  

How to choose the right knowledge base tool   

Choosing the right knowledge base tool is crucial for enhancing customer service efficiency and satisfaction. Let’s help you with a detailed step-by-step approach:  

1. Assess business requirements 

Create a detailed list of objectives for your knowledge base (e.g., improve customer support, streamline internal training). Survey stakeholders to understand their specific needs and pain points. Document content types and volumes are expected to be managed by the knowledge base.  

2. Evaluate key features 

Take into account these key features and see if the knowledge base software you are evaluating offers these: - 

• Powerful search: Test the search capabilities by uploading sample content and evaluating how effectively it retrieves relevant information. 
• Template customization: Request demos to see how customizable the templates are to match your branding and content structure needs. 
• Integration: Check compatibility with your CRM, help desk software and any other systems crucial for seamless data flow. 
• Analytics: Request access to demo analytics features to see how they track usage and content effectiveness. It's essential to cover both standard metrics like page views and unique visitors as well as curated metrics such as user journey mapping, content gaps and engagement scores. 
• Content management system (CMS): A robust CMS allows easy creation, editing, and organization of articles. Look for features like version control, templates and content categorization to streamline content management. 
• Feedback loops: Look for built-in feedback mechanisms that allow users to rate articles, leave comments and suggest improvements, helping keep content up-to-date and relevant. 
• Collaboration tools: Evaluate features that support collaboration among team members, such as shared workspaces, content co-authoring and internal comments, enhancing teamwork and content quality. 
• User access and permissions: Check for robust access controls and permission settings to ensure the right people can access, edit and publish content, maintaining the integrity and security of the knowledge base. 
• SEO optimization: Ensure the knowledge base has SEO-friendly features, like customizable URLs, meta tags and sitemaps, to improve search engine visibility and drive more traffic to your content. 

3. Avoid siloed solutions 

Consult cross-functional teams to discuss their requirements and expectations from knowledge base software. Document potential risks and inefficiencies that could arise from separate tools for different departments, such as fragmented information access, inconsistent user experience, complicated integration and maintenance, difficulty in standardizing practices and challenges in tracking and analyzing usage.   

4. User training and onboarding 

Develop a training plan that includes hands-on sessions tailored to different user roles (e.g., administrators, content creators). Prepare user documentation and guides that cover basic to advanced features, troubleshooting tips and best practices. Implement in-app prompts to resolve user issues as they arise and encourage adoption of the new KB platform. 

Special note: Establish a feedback loop to gather user input during the trial phase and refine training materials accordingly.  

To ensure the knowledge base software you choose aligns with your organization's needs, it's important to understand the different types of software available and how they cater to various business requirements.  

Types of knowledge base software  

While shopping for KB software, you may come across varied terminologies and software categories that can distort your purchase decisions. Here’s a short note to familiarize you with the different categories of knowledge base software: 

1. By user type 

Knowledge base software can be categorized based on who will use it. For instance, some platforms are designed: 

• For internal teams: To make operational knowledge accessible 
• For customers: To make self-service accessible 

Selecting the right type depends on whether the primary users are employees or customers. 

2. By functionality 

Knowledge base software varies in functionality, from basic article management to advanced features like AI-driven search and analytics. Some platforms focus on simple content storage, while others offer robust tools for collaboration, integration and content management. 

3. By deployment method 

Deployment methods for knowledge base software include cloud-based, on-premises or hybrid solutions. Cloud-based systems offer flexibility and remote access while on-premises solutions provide greater control and security. Hybrid options combine elements of both. The deployment method governs the tool’s total cost of ownership so look into this aspect closely.  

4. By content type 

Knowledge base software can handle various content types, such as text articles, multimedia files or interactive guides. Some platforms support multiple content formats, while others may be specialized for a particular type. Evaluate the types of content your organization frequently uses and choose a platform that supports multiple formats to ensure comprehensive knowledge management.   

2024 trends for knowledge base platforms   

Staying tuned with the latest trends, emerging technologies and changing customer needs allows you to pivot your knowledge base management on the fly. Here are a few trends to look forward to in the area of knowledge management:  

1. Advancements in AI 

 The AI-powered search engine in KB analyzes the user’s search history, decodes the context and comes up immediately with relevant suggestions. AI understands the intent behind search queries by parsing typos and colloquialisms accurately. Moreover, it unifies search results across multiple sources and personalizes outcomes based on user behavior, enhancing efficiency and providing a superior search experience.  

2. Mobile-first knowledge access 

Optimizing a knowledge base for mobile access enhances its accessibility, engagement and user experience. It allows users to quickly find information on the go, improves response times for support teams and reaches a broader audience. Mobile-friendly designs increase flexibility and productivity, ensuring critical knowledge is always accessible. 

3. More visual, less verbose 

Traditional knowledge bases tend to be verbose but trends suggest text-heavy KBs would become fossils paving the way for image-focused knowledge bases. Focus on creating visually engaging content by incorporating infographics, screenshots and videos to simplify complex information. Use clear headings and bullet points to keep the text concise. Regularly review and update visual elements based on user feedback to ensure they effectively support and enhance the understanding of key concepts.  

Watch out for these trends and keep empowering your knowledge base regularly.  

Final thoughts  

Empowering your customers and teams with resources and knowledge is the highway to long-lasting customer satisfaction and agent engagement. Effective self-service through the right knowledge management software will eventually lower your contact volume and customer service costs.  The knowledge management market is inundated with options but not all will be the right fit for you. It’s advisable to do strategic thinking about your goals and budgets before buying a KB solution to avoid overpaying. Confused with all the options out there? Here’s a simple solution: Book a free 30-day trial with Sprinklr and witness first-hand how knowledge base becomes a powerful tool in your self-serve arsenal. Enjoy advanced features like integration with Generative AI and conversational bot.