The Top 10 Knowledge Base Software For 2022
Are you looking for the best knowledge base software?
Having an efficient knowledge management system is crucial since it helps you digitally store tons of important company and project-related documents.
Additionally, it helps customers find quick solutions to their problems.
Speaking of an instant solution, wouldn’t it be great if you could find the perfect knowledge base software in just a few minutes? Well, you’re in luck!
We’ve narrowed down the ten best knowledge base software from the hundreds of knowledge base tools out there in 2021. We’ll cover their key features to help you decide which one suits your needs best.
What Is A Knowledge Base?
A knowledge base is a database containing detailed information and guidelines about a company’s product, service, or project.
(Note: If you already know what a knowledge base is, and how it works, you can jump directly to our top 10 list here.)
Remember the days when your gadgets came with bulky user manuals, which usually ended up in the trash?
A knowledge base system is a modern-day solution to those manuals.
The primary purpose of a knowledge center is to educate or instruct your customers or team members about your product or service and answer all their burning questions. That’s why a knowledge base system is usually also called a self-service portal.
Additionally, a company knowledge center can be public or private, depending on its purpose. For example, any online knowledge base for your customers is public.
However, a company knowledge base for your internal team might be private.
You don’t want to reveal your secret sauce, do you? 🙊
What Is A Knowledge Base Software?
Knowledge management software is an online platform that stores important company and project-related data. This will help your customers or employees access and share it at any time.
This way, whenever someone needs help, they can access the relevant knowledge base articles.
Better customer experience and increased customer satisfaction.
You know what they say: If you don’t appreciate your customers, someone else will.
However, remember that not all knowledge bases are for customers. Many companies also use a knowledge base to store important internal company and project-related data.
What Is The Best Knowledge Base Software?
Here are the ten best knowledge base tools in 2021:
(Click on the links to jump to a specific tool)
- ProProfs Knowledge Base
- Zoho Desk
What separates ClickUp from the rest of the tools on this list is that it isn’t just an outstanding knowledge base tool.
ClickUp is one of the leading project management and knowledge base tools available.
With a host of features, it’s got everything an in-house or a remote team needs to store and organize their work.
Additionally, you can use it as a searchable internal or external knowledge base, or you can use it to replace all or some of your team productivity tools.
Here are the features that make ClickUp the best knowledge base software:
A. Store Docs in the same place as your work
Losing track of documents when dealing with colossal knowledge bases?
We get it.
We aren’t all as organized as Monica:
But don’t worry, ClickUp’s got you covered!
ClickUp Docs allow you to store your documents where they’re relevant; alongside their tasks!
Each project or group of tasks can have its own set of Docs. This makes it easy for you to access relevant knowledge base articles when you’re working on a project.
You may also use the Relationships feature in ClickUp Docs to link related tasks and pages, so you won’t have to look through multiple wiki pages to find them.
Who needs Monica, when you’ve got ClickUp? 😉
Another cool ClickUp feature is that it lets you nest pages within your Docs. Instead of fitting everything into one Doc, just break it into smaller sub-pages nested within your parent document.
A page within a page: sounds awfully like a plot to a movie everyone knows. (Hint: It’s got Leo DiCaprio.)
Sure, other internal knowledge base tools allow nesting, none of them make it so easy!
Want to move your nested pages around?
Just drag and drop it to where you want!
These nested Docs will show up under your parent Doc in your sidebar. This way, you can access each nested Doc directly!
You get a far better user experience.
When it comes to text formatting, ClickUp takes it to the next level.
You’ve got loads of formatting options to add whatever you want to a Doc: be it Lists, images, links, dividers, a WYSIWYG editor, you name it!
Take your Docs to the next level by using these formatting features:
- Doc Style: choose the style that best represents your document and work—Knowledge-based style, Classic, or Blog style
- Cover Image: add a cover image from the gallery, your desktop, a link, or the Unsplash library
- Subtitle: add a subtitle to include context for extra clarity for your audience
- Rich Text Formatting: adjust font size (small, medium, large), and choose from various font and highlighting colors to emphasize important details
Surprisingly, in-depth formatting isn’t an option you find on most internal knowledge base tools.
It’s one of the reasons so many users still use Google Docs for their team’s knowledge bases. It can’t store information as well as a knowledge base tool, but at least it features a text editor.
Luckily, ClickUp gives you as much formatting freedom as Google Docs does, so you can go all out and make your documents as classy or as fancy as you please. 😌
Pretty impressive for a free knowledge base software solution, right?
Want to manage who gets access to what in your knowledge base?
ClickUp makes customizing your knowledge base access rights a piece of cake!
- Share a Doc publically, which allows anyone to access a Doc, even if they aren’t part of your team on ClickUp
- Share a Doc via a private link; this lets you choose specifically who gets access to a Doc. It’s the best option for sharing sensitive files or confidential data
- Share a Doc with a search engine. This allows Google to index your Doc and have it pop up on Google searches
- Make a Doc completely private. This won’t allow anyone else to access the Doc. You can work on it freely without having to worry about anyone else editing it
- Enhance security measures by protecting your Docs from unwanted edits. Simply turn on the Protect this page option and add context for your audience
This way, you don’t need to worry about someone named ‘Anonymous Elk’ snooping around like in Google Docs.
Document360 separates their knowledge bases into self-help articles to empower customers and private knowledge centers for your team.
Do you spend hours browsing through articles looking for the correct answer?
Well, Document360 can spare you this trouble with their advanced search functionality.
This knowledge base software comes with an AI-powered search engine that gives you the best-matching results for your queries from their database of articles.
A. Category manager
This feature lets you create multiple categories and subcategories to organize and display groups of similar topics. You can also easily rearrange or move topics with a simple drag-and-drop UI.
Monica would be proud of such robust categorization!
B. Markdown editor
Feeling intimidated by code-heavy documentation?
The markdown editor helps you focus on writing text the way you want and simplifies content creation.
WYSIWYG (What You See Is What You Get) helps writers create knowledge base articles with great style and absolute ease. Like Microsoft Word, it’s user-friendly.
It also supports inline HTML, code blocks, tables, links, images, videos, callouts, and more. It also comes with a live preview plan where you can view the final page before publishing it.
Document360’s knowledge base analytics provide valuable insights on customer concerns related to your product or business. This way, you can create a customer knowledge base that truly addresses your customer’s queries.
Ever wonder where your readers are from and how you can support them better?
Fortunately, the overview screen in Document360 displays information about the different countries and target audience of your knowledge bases.
These metrics can help you identify your key demographic and understand which areas need brushing up to make your knowledge base more relevant.
Additionally, this information is supported by visually descriptive graphs to give you the gist in one glance.
Helpjuice is a popular free knowledge base software platform. It’s a robust knowledge management solution and a friendly end user interface. It’s also a bit pricier than the other tools on this list, so you might not get a sweet deal with Helpjuice.
Here are a few reasons why it’s among the best knowledge base tools:
Helpjuice is one of the few tools that allows you to brand your knowledge base articles. You can add your logo and contact details to the header and change the color scheme of your document.
This allows each of your documents to look far more professional, especially if your knowledge base content is public. Having your company’s logo on your external knowledge base content is an excellent way of getting your brand recognized instantly...just don’t go too crazy with it.
The Helpjuice app gives you advanced analytics about each item in your internal knowledge base. You can measure who’s viewing each document, who’s contributing to content creation, what actions a reader took after reading a document, the list is endless!
This makes your wiki tool a great user analytics machine, which makes getting insights super easy.
For example, when it comes to training resources, you can see which docs are being visited the most. This might indicate that your new employees may be having trouble with that process and might need a different solution.
C. Categorization capabilities
It’s easy to categorize your help center or knowledge base articles and place them into separate folders on Helpjuice.
That’s not all. Unlike most tools that allow you to place a document into a single folder, Helpjuice allows you to place a document into multiple folders.
This is important as a doc could be relevant to different processes. For example, a document on social media can be placed in your marketing folder as well as your PR folder.
This way, you don’t have to jump through hoops to find a document. Orange you glad that Helpjuice has this feature?
Sorry, we couldn’t resist.
ProProfs KnowledgeBase is a free internal knowledge base software that’s been around since 2006.
Since it’s an old-timer, it might not be as ‘hip’ as the other new knowledge base tools today.
However, here are a few some classic features that make it stand among the best knowledge base tools:
A. Customizable access rights
ProProfs KnowledgeBase lets you customize access rights on each document in your internal knowledge base.
You can keep your entire knowledge base system public, private, or edit access on a doc-by-doc basis.
You can even create groups of people that always have access to certain docs, such as the technical support team or the senior management team.
Because you wouldn’t want to hand over your trade secrets to your interns, right?
PropProfs gets along well with other work tools, kind of like how Professor Keating buddies up with his students.
ProProfs KnowledgeBase has loads of integrations for additional functionality. You can connect your searchable external knowledge base to a support tool like Live Chat or analytics tools like Google Analytics to make your wiki portal more powerful.
For example, integrations with help desk software like Live Chat allow your internal knowledge base software to connect with your customer support tool, making complaint resolution easier.
You’ll find it very easy to create a self service knowledge base portal by integrating your help center articles with your service desk using your online knowledge base software. This way, customers won’t have to rely on customer support agents.
They can address support requests and questions themselves using your support content!
C. Detailed insights
With Google Analytics integration, you get insights like time-on-page and can track what your customers are viewing on your knowledge base.
However, that isn’t all.
ProProfs does what real professors do: grade stuff.
It goes through your knowledge base content to give you a readability score to improve your writing in the future. It can also analyze which documents are read the most, and who are involved in content management and creation.
With these insights, you’ll find it easier to give your customers docs with more helpful information. You’ll be able to write more clearly so that your customers wouldn’t need to decode the meaning behind your docs!
Freshdesk is a cloud-based customer support tool with wiki capabilities. With loads of features and help desk software capabilities, Freshdesk is an excellent online knowledge base software.
However, since Freshdesk is geared towards customer support, its internal knowledge base features might not be so helpful.
Let’s take a look at some of its features:
A. Versions and translations
Freshdesk allows you to create and manage multiple versions of the same document on your knowledge base. These could be versions aimed at different demographics, with each version containing a relevant article for that target group.
Alternatively, you can use this feature to store the same document in different languages. This can be a useful solution if you want to build a multilingual support service desk or public help desk software.
With Freshdesk, you’ll find it easy to build a collection of frequently asked customer questions and answers in different languages, so you don’t have to struggle like Joey here:
B. SEO capabilities
Freshdesk has in-built SEO capabilities that can improve your chances of ranking on a powerful search engine like Google. These include features such as adding meta tags and descriptions to your docs.
Being able to manage this is vital if you want your doc to rank on a search engine and improve its online visibility for your knowledge article.
C. Storage space
You might know a lot of stuff, but if you have a memory of a goldfish, it’s pointless!
Similarly, your knowledge management tool is useless if it doesn’t have the memory to store your files. Luckily, Freshdesk offers you unlimited storage, even in their free version!
You’ll have all the space you need to store documents covering every aspect of your organization, ranging from project plans, organization docs, and frequently asked questions by customers.
Zendesk is a knowledge management software that allows both the support agent and customer to access support articles with their intuitive search option easily.
With Zendesk knowledge base software, customers can quickly resolve their queries by accessing the database of frequently asked questions.
This way, your agents won’t have to raise a support ticket, and they’ll have more time to attend to other issues (or squeeze in another 30 minutes on their lunch break).
A. Language translations
Zendesk is a knowledge management software that’s not only user-friendly but also incredibly accessible. It gives you the freedom to translate your articles into over 40 different languages. The translation feature ensures that every customer gets a personalized experience.
B. Rich text formatting
Agents in the support center can create and edit articles in the knowledge base using rich text formatting options. From adding bulleted lists to headings to image links, these formatting options help you organize and structure your information the way you want.
Additionally, the app also has keyboard shortcuts, making document management even more convenient.
C. AI and ML-enabled bots
Zendesk also has a chatbot called Answer Bot. 🤖
This can help customers find the correct answers in a live chat using artificial intelligence.
It can be integrated on various support channels like chat, messaging, email, Slack, and more. This reduces the response time for customers and makes them feel more valued, even when the customer agent is offline.
Additionally, your employees won’t nervously eye their devices for missed notifications every time they go for a quick break.
HubSpot helps you build a robust knowledge base of information and help center articles based on your customer’s most frequently asked questions.
This knowledge base software is optimized for advanced searches to help you reach the correct answer quickly and efficiently.
A. Built-in reporting dashboard
The built-in reporting dashboard measures the impact of your knowledge base and self-help articles.
With this feature, you can view customer feedback and analyze their data usage to make your knowledge base more useful. This way, you can identify where there’s room for improvement rather than turning it into a house full of complaints. 😥
B. Branding and customization
HubSpot also lets you customize the look and feel of your knowledge base. This way, you can create unique knowledge bases that seamlessly integrate with your brand’s tone and ethos.
Additionally, your customers can easily recognize that the knowledge base belongs to your company.
C. Client relationship management (CRM) support
HubSpot’s free CRM tool automatically marks which support articles have been viewed or opened by customers. This data gives your team insights into which articles shouldn’t be sent to your customers to provide them with a spam-free experience.
Without the feature, you might annoy your customers. We don’t want that, do we? 👀
The CRM tool also reduces the need for back-and-forth communication and helps your team be more productive.
8. Zoho Desk
Zoho Desk collates support articles and FAQs in their knowledge management system to bring down the issues and keep up the excellent customer service.
This ensures that customers don’t always have to rely on an agent’s availability. It also creates a self-sufficient system to get the answers they need.
A. Forums and communities
Forums allow your customers to share their ideas, feedback, and other relevant information that may help you serve them better.
And the communities feature in Zoho’s knowledge management system can help both your employees and customers.
Customers can use the self-service portal to ask any common question and get answers immediately, while your employees can note these queries and add them to the FAQs.
Additionally, these communities can help you gain a deeper understanding of customer behavior and help you create an integrated knowledge base.
B. Advanced response editor
Advanced response editor lets you respond crisply and quickly to your customers. This feature also comes with valuable snippets and intuitive keyboard shortcuts.
Moreover, you can get your teammates’ inputs and suggestions to draft a better response. Simply mark the entire conversation thread as ‘Private’ and forward it to them for context.
This way, you can deliver well-informed customer service and reply at a faster rate.
After all, it’s no fun leaving anyone on ‘read’!
C. Personalized service
Would you gift a smartphone or a bike or a to a one-year-old?
Technically you could, but would they have a use for them? Probably not.
Similarly, you shouldn’t cater to your advertising-based client in the same way as your software-related brand. Fortunately, Zoho Desk lets you customize the look for each of your brands separately.
This way, you can set up different knowledge base articles for every brand based on their FAQs and queries.
Confluence is part of the Atlassian Suite of SaaS (Software as a Service) products and is a very popular searchable knowledge base tool. It’s got several advanced features that appeal to large businesses and small businesses alike.
However, to make the most out of Confluence you’ll need to use other suite tools; and that can be a bit too much to ask.
It’s like buying an entire toolbox when you just need a hammer!
If you’re looking for an alternative for Confluence, check out our list for the top Confluence alternatives.
Anyway, here’s why Confluence is a decent knowledge base software:
A. Document categorization
The Confluence app does a good job of document management and organization. Unlike most other online knowledge base software, it allows you to group related documents to make them easily accessible.
For example, Confluence will allow you to group documents covering a range of marketing-related topics together. Your docs about social media marketing and website data will be grouped into the same space.
So now your documents won’t be lonely!
B. Active collaboration
Most wiki tools allow team members to contribute to a document, but few allow them to actively collaborate on one in real-time. With Confluence, you’ll find it very easy to work alongside your team members on a doc, even on your mobile apps!
Confluence also supports a tagging feature. With the in-line mentions feature, you can tag a team member in your document, and they’ll be notified instantly.
However, keep in mind that you can’t share Confluence docs publicly. So it’s difficult to share docs with external parties like clients, software developers, or even your customers.
C. Pre-made templates
Confluence offers you tons of pre-made templates that range from project plans to product launches to cater to your documentation needs.
This can help streamline your knowledge building workflow as you’re not wasting time formatting different documents. Use one of their pre-made templates, add your information and you’re good to go.
HappyFox is a user-friendly knowledge base software that stores and hierarchically organizes all your information.
The app ensures that customers find the answers they’re looking for instead of getting lost in the web of infinite data. It even has an open-source customer support tool for iOS developers called HelpStack.
Here are some other features of this knowledge base software that can help you create a happy customer experience.
A. User-friendly content management system (CMS)
Their content management system is pretty simple and lets you create articles, sections, sub-sections, embed images/videos, attach files, and more.
You can even save articles as drafts and go back to editing them when you want to. The articles are also easily shareable on social media.
This way, you can forward useful article links in a few clicks rather than flooding someone’s device with multiple screenshots.
B. Search suggestions
HappyFox also auto-generates suggestions whenever you type into the search bar.
As a result, you can refer to specific knowledge base articles or forum posts without wasting time.
And sometimes, the autocomplete functionality can help customers find additional information or alternatives to help them with their queries.
C. Mobile optimized
This knowledge base software is fully optimized for mobile devices (iOS and Android) and can be easily viewed on the go.
The responsive mobile interface allows both your customers and employees to access all the knowledge base articles right from their mobile. This means you can click links without zooming in or squinting your eyes!
Build Your Knowledge Base With ClickUp
Knowledge base tools are an integral component of your company’s workflow.
They can help reduce training times, supplement your service desk, and safely store company information for future use.
Each of these ten powerful tools brings something unique to the table as a knowledge management solution.
Which of them do you think is best suited to your workflow and business needs?
(Psst… here’s a hint: it rhymes with ‘quick pup!’)
With excellent document formatting features, detailed organizational capabilities, and advanced sharing options, ClickUp has everything you need from a knowledge base solution.
Switch to ClickUp for free today, a software for anyone to easily build the perfect knowledge base.