"SSR is the best platform to discover top 1% HR tools. Their 10 years of HR Tech experience makes their reviews the best in the industry! Every time I speak about HR technology, SSR is my number one recommendation to for people pros."
"SSR is my go-to place when it comes to researching HR tools. Their product reviews are real time-savers and trustworthy, and the online community is fantastic for bouncing questions and ideas off of others in the Talent space!"
"I trust SSR's HR Tech Reviews because they talk to so many experts, know the right questions to ask and uncover during in-depth product demos to come up with their best picks"
We spend all day researching the best HR software so you don’t have to. We never take money from vendors during our research phase and rely heavily on experts to refine our recommendations. We may earn a fee if you click on vendor links on this page. Learn more
ProProfs Knowledge Base is an easy-to-use, low-cost, and intuitively-designed knowledge base perfect for small teams and businesses. It is reliable, with almost no downtime, and fast and consistent improvements.
Guru is convenient and user-friendly, known for its robust integration across several enterprise-level apps. Its best feature is showing if the current knowledge is updated and what changed between different versions.
Zoho Desk is a comprehensive customer support software that assists companies in setting up an organized help center. It helps you build and maintain a deep knowledge base with everything a support team needs to do business.
ServiceNow Knowledge Management (KM) is effortless to learn, easy to adopt, and provides a fantastic way to share knowledge within the organization. It’s a fully-featured managed solution with many bells and whistles.
Zendesk Guide offers a ton of configurability and an easy-to-use yet efficient document management platform that offers a built-in ticketing system. It also gives users several ways to customize the knowledge base’s design, look, and theme.
The HubSpot Knowledge Base is a part of their Service Hub, which helps businesses facilitate and improve customer self-service. It offers a great set of tools that leverage ticketing and knowledge base optimizations for various customer-facing teams.
Bitrix24 is a budget CRM suite that offers a valuable knowledge base solution. It’s free for small businesses and primarily low-cost for enterprise users, making it an excellent pick for small teams and startups.
Freshdesk is known as the gold standard for cloud-based customer support software. Their knowledge base is fantastic for small businesses that need a consistent user interface and a natural language discovery tool for easy search.
LiveAgent is a favorite among customer service teams, letting them answer a ticket immediately by quickly referencing a knowledge base. The system records everything on the ticket from start to finish, and it integrates well with third-party team apps.
Atlassian Confluence is a KMS solution that encourages collaboration. Its analytics tools empower businesses to track pages accessed and help employees use knowledge within the organization.
Helpjuice offers a smart knowledge base to help companies deliver exceptional customer support. The system is cloud-based, so you don’t need to invest data center resources to power your knowledge base.
Document360 offers a simple yet powerful KMS that works as a central knowledge base for any organization. It is packed with smart tools and integrations that make it easy for knowledge employees to create, share, and manage their documents.
We put in the effort to make this guide awesome
50
Hours Researched
.svg)
2
Experts Consulted
.svg)
20
Vendors Reviewed
Our criteria: How we chose the best vendors
We take our research seriously and want to make sure we are presenting our readers with the very best solutions in a given software category. Here's how we select vendors to be in our buyer guides:
- Product: We want to have a deep understanding of a vendor's product before recommending it. This usually means getting a demo by a senior executive (their CEO, head of product, etc), and/or using the product ourselves to make sure it has a solid UI, intuitive workflows, and the features to make it a best in class offering.
- User feedback: We do our best to understand what users say when they experience this product. User input allows us to accomplish a more thorough due diligence of products, put new vendors on our radar, and generally make sure we are presenting the right products to our readers.
- Financial metrics: We are very much finance nerds and so use a product's retention rates, growth, profitability, and scale to understand whether or not it is truly best in class.
- Best for a use case: Sometimes the best solution is the cheapest, the best tool for international companies, or the best for startups. We try to include a diversity of solutions so that our readers can find the tool that is best for what they need.
Here's more detail if you want to read further on how we research vendors.
In this guide you'll find
- Top Knowledge Management Software
- Common Use Cases of Knowledge Management Software
- Pitfalls: Mistakes to Avoid When Buying Knowledge Management Software
- Benefits and ROI of Knowledge Management Software
- Estimated Cost of Knowledge Management Software
- Features of Knowledge Management Software
- Questions to Ask During Your Knowledge Management Software Demos
- Implementing Knowledge Management Software
- Frequently Asked Questions (FAQ)
- Final Advice on Buying Knowledge Management Software
Can you explain what your business does in less than 20 seconds? For those who can’t, it may be due to a lack of experience or knowledge of their roles. Company knowledge is a must-have, and you want everyone on the same page.
Knowledge bases contain a variety of company information, such as onboarding processes and workflows. With knowledge management software (KMS), employees spend less time gathering information from multiple sources and can focus on more essential tasks. Overall, companies investing in KMS can save over $300,000 annually.
A robust knowledge management software can help create, build, and store the correct information you need. If you need a system that works as a central source of company knowledge, here are the 12 best KMS systems that you can use.
Featured in
Top Knowledge Management Software
We track thousands of HR Tech solutions. Based on our research and expert council, these are the best knowledge management software options available for companies as of April 2022.
Why we love it
:
Bitrix24 is a budget CRM suite that offers a valuable knowledge base solution. It’s free for small businesses and primarily low-cost for enterprise users, making it an excellent pick for small teams and startups.
Bitrix
Review:
Bitrix24 is relatively brand new with its KMS solution, introduced in late December 2019. They specialize in building corporate knowledge centers, providing everything from multimedia content, documentation, and everything in between.
As a proclaimed all-in-one platform for CRM, collaboration, HR solutions, and more, Bitrix24’s KMS is included in all of its plans. They enable organizations to build company knowledge bases for projects and social knowledge sharing for employee information. It also has a unique, collaborative mind mapping feature to let teams visualize relationships from their knowledge bases.
Bitrix
Customers:
Bitrix24 has different customers from various industries, mostly focused on small businesses. These include K-Webs, CaloryFrio, MoSaiK, MobilBlitz, Properters, and more.
Bitrix
Stats:
- Over 10,000,000 organizations have chosen Bitrix
- Saves $2,500 - $3,500 a month (Domrnr.ru)
- 63.2% of clients feel well-informed (MyFRoSTA)
Bitrix
Pricing:
As an all-in-one platform for CRM, collaboration, and other tools, Bitrix24’s knowledge management system is included in all of its plans, including the free version. In addition, all plans come with smart search capabilities.
- The free version offers a single knowledge base and other limited features, including chats and 5 GB of online storage.
- Bitrix24’s Basic plan is priced at $39 a month for five users. This offers everything in the free version, with three company knowledge bases, custom fields, contact center features, and 24 GB of online storage.
- Bitrix24’s Standard plan is priced at $79 a month for 50 users. This includes everything in the Basic plan, with five company knowledge bases, announcements, polls, and 100 GB online storage.
Bitrix24’s Professional plan is priced at $159 a month for unlimited users. This offers everything in the Standard plan, with unlimited knowledge bases, premium customer support, and 1,024 GB of online storage.
Best For:
Small businesses and startups that need to have a KMS and CRM up and running without much cost. Even the premium paid options are still generally cheaper than most picks, which can help your organization until you’re ready to scale further.
Why we love it
:
The HubSpot Knowledge Base is a part of their Service Hub, which helps businesses facilitate and improve customer self-service. It offers a great set of tools that leverage ticketing and knowledge base optimizations for various customer-facing teams.
Hubspot
Review:
While it may provide limited customization options, HubSpot Knowledge Base (KB) offers a simple but robust company knowledge tool. It does its job well, focusing more on performance than aesthetics.
The knowledge base works nicely with the bundled service ticketing, which simplifies customer response. It offers a great way to direct customers to the correct information without a ton of hassle.
Hubspot
Customers:
HubSpot KB has hundreds of thousands of customers due to the different types of products they provide. These range from small businesses and agencies to companies like Suzuki, WPEngine, Monday.com, Casio, Zildjian, and more.
Hubspot
Stats:
- 25% reduction in support tickets (InspectionXpert)
- 1,000 emails and tickets deflected per month (Yoga International)
- 1377% rise in web traffic (Aermec North America)
- $300k increase in revenue (WyreStorm)
Hubspot
Pricing:
HubSpot KB is included in Service Hub Professional and Enterprise plans. Both tiers include a multi-language support knowledge base with single sign-on:
- HubSpot Service Hub Professional starts at $360 per month for five paid users and charges $72 per month for each additional user. This tier also includes live chat, meeting scheduling, simple ticket automation, basic bots, and many more.
HubSpot Service Hub Enterprise starts at $1,200 per month for ten paid users and charges $120 per month for each additional user. This includes everything in Professional, plus permission sets, custom objects, conversation intelligence, goals, and playbooks.
Best For:
Hubspot Knowledge Base can work for any organization that focuses on solid customer service. Business process outsourcing, call centers, and CS teams can take full advantage of the knowledge base and how easy it is to use.
Why we love it
:
Helpjuice offers a smart knowledge base to help companies deliver exceptional customer support. The system is cloud-based, so you don’t need to invest data center resources to power your knowledge base.
Helpjuice
Review:
Helpjuice is quite easy to use, with a robust UI and customizable HTML and CSS framework. Its knowledge base automates support processes, such as onboarding, FAQ management, and more.
Its general layout and design are perfect for those looking for speedy access to company knowledge. In addition, its dynamic search engine is also ideal for displaying much-needed results very quickly.
Helpjuice
Customers:
Helpjuice works with different clients from different industries, niches, and regions. Their customers include Amazon, the World Health Organization, TCL, Zeiss, Virgin Mobile, and Hertz.
Helpjuice
Stats:
- Reduced phone calls by 25% (Touch Systems BV)
- Increased QA scores by 25% (DSI Telecoms)
- 26 times faster ticket completion with 85% fewer writers (Assurant)
- 20% less customer churn (Hack The Box)
Helpjuice
Pricing:
Helpjuice offers four pricing plans which include all features, customer care, and free expert customization:
- Starter is available at $120 per month for up to four users.
- The Run-Up plan goes at $200 for up to 16 users.
- The Premium Limited plan is available at $289 for up to 60 users.
Their best bundle is the Premium Unlimited bundle, offering unlimited users for $499 per month.
Best For:
Mid-size businesses that need a simple, easy-to-use KMS that won’t break the bank. While small businesses can take advantage of its bundle options, its middle to upper-tier plans offer the best value for money if needed.
Why we love it
:
ServiceNow Knowledge Management (KM) is effortless to learn, easy to adopt, and provides a fantastic way to share knowledge within the organization. It’s a fully-featured managed solution with many bells and whistles.
ServiceNow
Review:
ServiceNow KM helps organizations build a self-service portal that makes it easy for their employees to find answers. One of its key features is capturing knowledge from employees, customers, and partners, making it available for people across the organization.
ServiceNow KM can help improve efficiency by cutting down service tickets by 30%. In addition, every issue resolution can be published on the KM software, saving time and effort.
ServiceNow
Customers:
ServiceNow works with different industries from various regions, including Delta Airlines, American University, T Systems, Qantas, and Experian.
ServiceNow
Stats:
- 52% faster relief time
- 30% resolution time reduction (Basware)
- 11% increase in CS score (Basware)
- 75% customer response times (Basware)
- 3,000 per month reduction in monthly service desk calls (Flight Centre)
ServiceNow
Pricing:
ServiceNow Knowledge Management does not have public pricing. They provide demos but no free trial, with a quote-based plan.
Best For:
ServiceNow Knowledge Management is best for enterprise organizations that revolve around core company knowledge. Due to its robust solutions, medium businesses and corporations can get the best value from this KMS.
Why we love it
:
Document360 offers a simple yet powerful KMS that works as a central knowledge base for any organization. It is packed with smart tools and integrations that make it easy for knowledge employees to create, share, and manage their documents.
Document360
Review:
Document360 enables users to create, organize, and share documents using the familiar Google Docs interface. Its smart search engine is among its best features, which makes it easy for workers to find what they need with a quick tip.
It offers dynamic document workflows, allowing users to define and customize their entire process. Document360 also enables organizations to set triggers and actions based on document properties and metadata.
Document360
Customers:
Document360’s customer list includes big names such as McDonald’s, Stackify, Harvard University, Porche, and Mambu.
Document360
Stats:
- Served 10,000 people from 80 countries and over 300 businesses
- 600+ articles authored within the system (WhatFix IDG)
Document360
Pricing:
Document360 offers a pricing model billed either monthly or annually, paid per project or month. All bundles include migration support.
- The Startup bundle starts at $99 and includes two team accounts, one knowledge base version, 50GB storage, public knowledge base, unlimited articles and revisions, customization and branding, article templates, and tag management.
- The Business bundle starts at $299 and includes ten team accounts and two knowledge base versions. It offers everything in Startup together with a private knowledge base, unlimited reader accounts, analytics, export to PDF, and a knowledge base assistant.
- The Enterprise bundle starts at $499 and includes 15 team accounts and two knowledge base versions. It provides everything in Business together with security groups and roles, enterprise SSO, audit logging, workflow, ticket deflector, and search within attachments.
- The Enterprise Plus bundle requires you to contact the Document360 support team. This tier includes everything in Enterprise together with private hosting, premium support, additional security, and more.
Best For:
Document 360 offers something different for every business size. Small teams can utilize efficient document management, while big enterprises can maximize their search options.
Why we love it
:
ProProfs Knowledge Base is an easy-to-use, low-cost, and intuitively-designed knowledge base perfect for small teams and businesses. It is reliable, with almost no downtime, and fast and consistent improvements.
ProProfs
Review:
ProProfs Knowledgebase is a cloud-based KMS that makes it simple to create, store, and share knowledge. This scalable software is a great tool for documentation, training, and customer support.
It’s also one of the cheapest KMS solutions available, making it an excellent choice for small businesses.
ProProfs
Customers:
ProProfs Knowledge Base has thousands of customers, including companies like Acer, Cisco, Adobe, HP, Standard Chartered, and SAP. Its customers range in size from small startups to large corporations.
ProProfs
Stats:
- Promises 80% ticket reduction
- Trusted by 15 million users globally
ProProfs
Pricing:
ProProfs Knowledge Base offers separate pricing tiers for a public help center and a private knowledge base. Public help center plans are for companies who want to build documentation and guide resources for customers:
- Essentials is priced at $30/author/month for three authors, for a total of $90/month billed annually. This provides unlimited public views, 500 maximum pages, one knowledge base, revision history and version control, and professional templates.
- Premium is priced at $40/author/month for a maximum of ten authors. It has everything from Essentials, plus three knowledge bases, roles and collaboration, merge tags and content snippets, reports and analytics, multilingual support, help widget, and workflow approvals.
- Enterprise (custom) has everything from Premium, together with single sign-on, custom license, and enterprise security and ownership.
On the other hand, private knowledge base plans are for organizations that opt to have KMS solutions for their employees and partners. All tiers provide unlimited knowledge bases, private sites, revision history and version control, and professional templates.
- Essentials is priced at $2/user/month for a minimum of 25 users and a maximum of 75 users. It has a limit of 500 knowledge base pages and five groups or teams.
- Premium is priced at $3/user/month for a minimum of 25 users and a maximum of 150 users. It provides 1,000 knowledge base pages, unlimited groups or teams, roles and collaboration, merge tags and content snippets, conditional content, help widget, and workflow approvals.
- Enterprise is offered at custom pricing. It includes everything in Premium as well as single sign-on, custom license, and enterprise security and ownership.
Best For:
ProProfs Knowledge Base is best for small teams and businesses seeking an intuitive, user-friendly KMS. The most famous “Premium” bundle has a limit of up to 10 users.
Why we love it
:
Zoho Desk is a comprehensive customer support software that assists companies in setting up an organized help center. It helps you build and maintain a deep knowledge base with everything a support team needs to do business.
- With Zoho Desk, you get one of the most extensive feature lists of any help desk and ticketing system in the market.
- Zoho Desk is very flexible when it comes to pricing, as you can switch plans as you go if your team member count or necessities grow.
- It’s available in 22 languages.
- Lets you provide support across multiple channels.
- With Zoho Desk, you get one of the most extensive feature lists of any help desk and ticketing system in the market.
- Zoho Desk is very flexible when it comes to pricing, as you can switch plans as you go if your team member count or necessities grow.
- It’s available in 22 languages.
- Lets you provide support across multiple channels.
- Some of the product customizations can be hard to figure out, according to some users.
- The UX/UI can seem dated at times.
- Several users have reported that integrating the tool with several apps can be problematic.
- Some of the product customizations can be hard to figure out, according to some users.
- The UX/UI can seem dated at times.
- Several users have reported that integrating the tool with several apps can be problematic.
Zoho Desk
Review:
Zoho Desk is famous for its SEO-friendly multi-brand help center and knowledge base with multiple language support. In addition, the platform provides several customizable templates to make help centers look like natural extensions of company websites. Zoho Desk also offers built-in reports and integrates with Google Analytics to help businesses track customer interaction with their knowledge bases.
In addition, customers can submit tickets directly from within the knowledge management system. When agents receive these tickets, they can use Zoho Desk’s auto-suggest feature to pull up relevant articles from the knowledge base based on the tickets’ keywords, thereby speeding up the process.
Zoho Desk
Customers:
Zoho Desk has thousands of customers and many enterprise-level clients. The most notable include McAfee, Daimler, LycaMobile, and Rogers.
Zoho Desk
Stats:
- Improved mobile-first service delivery to 1 million users (5Paisa)
- Cut down agent response time by 70% (EPNE UK)
- 50,000+ businesses around the world trust Zoho Desk
- Zoho Desk offers 24/7 support without a global team
Zoho Desk
Pricing:
Zoho Desk offers four pricing plans:
- The Free version is available for three agents, with features that include email ticketing, customer management, help center, private knowledge base, predefined SLAs, macros, multi-language help desk, mobile apps, and 24x5 email support.
- The Standard bundle ($14/user/month) includes everything on the Free bundle, plus social and community channels, product-based ticket management, help center themes gallery, public knowledge base, SLAs & escalations, customer happiness ratings, 24x5 phone support, and more.
- The Professional bundle ($23/user/month) includes everything on the Standard bundle, plus multi-department ticketing, team management, telephony, automatic time tracking, round-robin ticket assignment, ticket templates, ticket sharing, and more. This is Zoho Desk’s most popular plan.
- The Enterprise bundle ($40/user/month) includes everything on the Professional bundle, plus live chat, an AI-powered assistant, help center customization, multi-brand help center, advanced process management, global reports & dashboards, and more.
It is worth noting that Zoho Enterprise is on par with most top-tier plans by other providers in terms of features and goes for a significantly low price. Also, you can try any plan for free for 15 days.
Best For:
Zoho Desk is a good fit for companies of all sizes looking for a comprehensive yet affordable customer support solution. Customer service-centric teams can take advantage of the integrated ticketing system, together with companies looking for a more cost-friendly knowledge management solution. If your organization uses other Zoho products, this should be an easy addition.
Why we love it
:
Atlassian Confluence is a KMS solution that encourages collaboration. Its analytics tools empower businesses to track pages accessed and help employees use knowledge within the organization.
Atlassian Confluence
Review:
Confluence is a knowledge management software that provides a single place for teams to manage and share content. It lets users create knowledge bases with advanced search capabilities and intuitive page hierarchies with over 75 customizable templates.
Its biggest strength comes from its bevy of collaboration tools, including real-time editing, notifications, and rich comments. Confluence also helps manage permissions granularly while providing a feedback loop that optimizes how the team can access the information they need.
Atlassian Confluence
Customers:
Atlassian Confluence has several major customers, including the US Department of Defense, NASA, Redfin, National Bank of Canada, and Sprout Social. Companies like Zoom, AirFrance, Audi, and Amadeus are also among their many success stories.
Atlassian Confluence
Stats:
- 83% of Fortune 500 companies use Atlassian products
- 10 million monthly active users using Atlassian cloud products
- 180,000 Atlassian customers in over 190 countries
- 66% time to resolution improvement (Telegraph IT)
Atlassian Confluence
Pricing:
Confluence offers three pricing plans:
- The Basic plan (free) includes unlimited spaces and pages, structured page tree organization, page versioning, best practice template library, domain verification & account capture, community-based support, and 2GB file storage.
- The Standard plan ($5.50/user/month) includes everything in Basic, together with page and space permissions, archive and unarchive pages, page insights, anonymous access, audit logs, 250GB file storage, and local business hour support.
- The Advanced plan ($10.50/user/month) includes everything in Standard, together with analytics, bulk archive pages, team calendars, external collaboration, automation, sandbox, unlimited storage, 24/7 premium support, and 99.9% guaranteed uptime SLA.
The Enterprise plan (custom pricing) is available to companies with over 800 users. It includes everything in Advanced, together with Atlassian cloud access with enterprise-grade security, 24/7 enterprise support, 99.95% SLA, and unlimited sites up to 20,000 users.
Best For:
Organizations that value collaboration as the center of their business goals. If you want strong integration options together with robust analytics, this is for you.
Why we love it
:
Freshdesk is known as the gold standard for cloud-based customer support software. Their knowledge base is fantastic for small businesses that need a consistent user interface and a natural language discovery tool for easy search.
Freshdesk
Review:
Freshdesk is great at helping companies deliver personalized customer support. It is an affordable, easy-to-use customer service platform with a fantastic knowledge base that offers several high-quality features that benefit companies to support their customers.
The system brings together a ticketing system, a knowledge management solution, and other tools to boost customer experience. It unifies support channels like email, phone, chat, and social media and adds specialized features like time-tracking, ticket templates, satisfaction surveys, and consistent analytics.
Freshdesk
Customers:
Freshdesk boasts thousands of customers worldwide, with clientele like Bridgestone, Pearson, Fiverr, Exabytes, Synergy, Clarity, Bensons for Beds, and Springer Nature.
Freshdesk
Stats:
- Trusted by 50,000 businesses
- 84% resolution SLA (Hindawi)
- 95% CSAT scores (Multichoice Group)
- 98% ticket resolution within SLA (7-Eleven)
Freshdesk
Pricing:
Freshdesk differentiates between Support Desk and Omnichannel pricing, with the knowledge base system included in all tiers. Support Desk offers a free version that can be used for an unlimited number of agents and includes a public and private knowledge base and email to knowledge base feature.
Omnichannel pricing is slightly higher than that of Support Desk.
- The Growth plan is priced at $15/agent/month for Support Desk and $29/agent/month for Omnichannel, billed annually. It includes all free features as well as auto suggest, automatic article reordering, interlinking articles, and advanced article filtering.
- The Pro plan is priced at $49/agent/month for Support Desk and $59/agent/month for Omnichannel, billed annually. It offers all Growth features plus automatic sitemap generation, advanced article bulk actions, multiple-product content management, article versioning, knowledge base analytics, and templates.
The Enterprise plan is priced at $79/agent/month and $99/agent/month for Omnichannel, billed annually. It provides everything in Growth plus approval workflows.
Best For:
Small to mid-sized businesses that get more workflow traffic than the number of people doing the job.
Why we love it
:
LiveAgent is a favorite among customer service teams, letting them answer a ticket immediately by quickly referencing a knowledge base. The system records everything on the ticket from start to finish, and it integrates well with third-party team apps.
LiveAgent
Review:
LiveAgent KMS enables companies to centralize, organize, and share their IT knowledge. It collects and manages knowledge assets from disparate sources into a single knowledge base. Support agents prefer LiveAgent because they can research and resolve technical issues without requiring escalations.
LiveAgent also allows users to access and update the knowledge base according to the support team’s findings. The built-in chat function makes it easy to streamline collaboration, end-user information, and more. Users can also deploy LiveAgent KMS on-premise or on the cloud.
LiveAgent
Customers:
LiveAgent KMS boasts thousands of customers across different niches and industries. These include Forbes, Airbus, Nascar, Webmaster, and XperienceHR.
LiveAgent
Stats:
- 30,000+ businesses trust LiveAgent
- 96.5% customer satisfaction (Aquasprouts)
- Resolves 300+ complex tickets monthly for 140 countries (Areto Systems)
- 98% CSAT score (Cotswold Web)
LiveAgent
Pricing:
LiveAgent offers three paid plans, with a knowledge base provided at every price point. Additional knowledge bases can be purchased for $19/month/account for all tiers.
- Ticket ($15/agent/month) offers a knowledge base along with unlimited ticket history, unlimited email addresses, advanced reporting, customer portal + forum, rules and time rules, and white-glove setup.
- Ticket+Chat ($29/agent/month) offers everything on the Ticket bundle, together with unlimited chat buttons, feedback management, real-time visitors monitor, proactive chat invitations, chat satisfaction surveys, social networks, time tracking, and audit logs.
- All-Inclusive ($49/agent/month) offers everything on the Ticket+Chat bundle, together with call center support, video call, call routing and transfers, and unlimited call recordings.
Best For:
LiveAgent works best for support-centric businesses, from small to medium-sized businesses. Telcos, eCommerce, SaaS, startups, and businesses where the entire goal is to provide excellent customer service from top to bottom.
Why we love it
:
Guru is convenient and user-friendly, known for its robust integration across several enterprise-level apps. Its best feature is showing if the current knowledge is updated and what changed between different versions.
Guru
Review:
Guru is a knowledge management platform that helps teams collaborate better. Dubbed as a “company wiki,” it provides an intuitive interface for teams to share their knowledge and expertise.
If your knowledge base needs to improve, adjust, and evolve consistently, Guru offers a cloud-based service, together with mobile integration.
Guru
Customers:
Guru works with several industries, primarily those specializing in tech and B2B interactions. These include Better.com, Shopify, Bitly, Splash, Noom, Spotify, Yext, Buzzfeed, and Dell.
Guru
Stats:
- Handles 60% of all support interactions (Shopify)
- Time spent answering questions dropped by at least 13% (Better.com)
- Support team’s time to response improved by 50% (Qualia)
Guru
Pricing:
Guru offers four pricing plans, with a free trial for paid plans:
- The Starter pack ($5/user/month) starts with all core knowledge features (browser, mobile version, verification, etc.), import tools for rapid onboarding, card manager, drafts, related cards, Q&A, knowledge clipper, embed Guru cards, Single Sign-On, and Standard uptime support.
- The Builder pack ($10/user/month) starts with everything the Starter pack contains, together with intelligent duplicate detection, AI suggest tag and expert, advanced content sharing, knowledge triggers, alerts, and analytics.
- The Expert pack ($20/user/month) starts with everything the Builder pack contains, together with AI suggest text and ticket linking.
The Enterprise pack (custom pricing) offers everything the Expert pack provides, together with Premier support, designated customer success manager, and 99.99% uptime priority.
Best For:
Companies that need a consistently evolving knowledge base, with a focus on SaaS and B2B tech industries. They’re also helpful for B2C and e-commerce businesses, together with agencies and even educational institutions.
Why we love it
:
Zendesk Guide offers a ton of configurability and an easy-to-use yet efficient document management platform that offers a built-in ticketing system. It also gives users several ways to customize the knowledge base’s design, look, and theme.
Zendesk
Review:
Zendesk Guide is an enterprise knowledge base that helps organizations create, organize, and share documentation. It is among the most well-known knowledge management solutions available and works as a robust, scalable system.
Much of Zendesk Guide is designed for customer support teams and companies that need to handle large amounts of documentation for internal use. The ticketing system is also a fantastic way to simplify the work of company support teams.
Zendesk
Customers:
Zendesk Guide has a variety of customers in every industry and region. Their biggest customers include Polaris, Siemens, Grubhub, Shopify, and Mailchimp.
Zendesk
Stats:
- Lowers handle times by 40% (Tile)
- Helps teams support 30% more accounts per agent (Polaris)
- 12% self-service deflection (Evernote)
- 92% average CSAT (Shopify)
- 200% increase in CSAT survey response (Mailchimp)
Zendesk
Pricing:
Zendesk Guide is a part of the Zendesk Suite and is included in all Suite plans:
- Guide Lite is included in the Zendesk Suite Team plan priced at $49/agent/month, billed annually. This offers a single help center with no knowledge management system.
- Guide Professional is included in the Zendesk Suite Growth ($79/agent/month) and Professional ($99/agent/month) plans. This provides multiple help centers and AI-powered knowledge management systems with customization options.
- Guide Enterprise is included in the Zendesk Suite Enterprise ($150/agent/month) and Enterprise Plus (starting at $215/agent/month) plans. This provides advanced knowledge management and collaboration features, such as scheduled publishing, unpublishing, and verification intervals.
Alternatively, Zendesk Guide Professional and Enterprise can be purchased as a paid plan in any Zendesk Support plan: Support Team ($19/agent/month), Support Professional ($49/agent/month), and Support Enterprise ($99/agent/month).
Best For:
Zendesk Guide is best-suited for medium to large companies that need a robust knowledge base, especially for their support teams.
Looking for HR Tech Advice? Join our community
Ask questions, share knowledge, find new job opportunities, network and more in our closed HR Tech Buyers Community
Final Advice on Buying Knowledge Management Software
Knowledge management software is an essential tool for any company, regardless of industry. The best knowledge management solutions support several use cases, including content creation, collaboration, training, and knowledge sharing. Knowledge management databases must also support compliance, scalability, and integrations.
Choosing a knowledge management system can be tricky, especially as the market is filled with different offerings. To make matters simpler, here’s what we recommend:
- Identify your needs and budget. This is the first step you should never overlook, as it will guide you throughout your decision-making process.
- Check out the best knowledge management software on the market based on your needs and budget. Don’t be tempted to buy a product just because of its premium price tag! Always go back to the features you truly need and try to demo and test each option.
- Read what users are saying about products you’re considering. Keep a close eye on recent reviews discussing usability, updates, and customer support experiences.
- Schedule demo sessions with the top vendors on your list, and be prepared to ask questions.
Thanks for reading our guide on knowledge management software. If you’re interested in similar software solutions that streamline customer support processes and improve customer experience, check out our guides on the top IT help desk ticketing systems and customer experience management solutions.
If you want to be the smartest in the room when it comes to People, sign up for our weekly newsletter
Join 20,000 HR Tech Nerds who get our weekly insights