Knowledge base software is an important tool that helps to make the company’s documentation accessible and reusable. With a knowledge management system, your company’s documentation becomes a valuable asset rather than just an information silo.
Without knowledge base software, a company may struggle to effectively manage and organize its information, which often leads to inefficiencies, lack of standardization, and difficulty in accessing and sharing knowledge. This can result in decreased productivity, a higher likelihood of errors, and increased reliance on employees’ individual knowledge and memory. Additionally, without a knowledge base, onboarding new employees and transferring knowledge within the organization can be more challenging.
In this blog, we will explain how using knowledge base software can enhance a company's ability to effectively leverage its knowledge and information assets.
What Is a Knowledge Base Software?
Knowledge base software is a centralized platform that allows organizations to store, manage, and retrieve information, documents, and resources. It is designed to facilitate knowledge sharing, enhance collaboration, and provide a repository for best practices, FAQs, troubleshooting guides, and any other useful information. Typically, knowledge base software includes features such as content categorization, search functionality, version control, and access control to ensure that information is organized, easily accessible, and secure. Additionally, some knowledge base software may include analytics tools to track usage and user feedback to continuously improve the content.
Knowledge base software is often confused with content management systems (CMS). Actually, both are used to manage and publish content, but they serve different purposes and have specific features.
A knowledge base software is a specialized tool designed to help organize and manage information such as articles, FAQs, user guides, and other documentation. It is typically used for creating and maintaining a repository of knowledge or information that can be easily accessed and searched by users.
On the other hand, a content management system (CMS) is a broader tool. CMS platforms allow users to create and edit content, manage user permissions, and customize the design and layout of web pages. They often include features such as a WYSIWYG editor, templates, and plugins for additional functionality.
In summary, while both knowledge base software and CMS are used for managing and publishing content, knowledge base software is more focused on organizing and presenting informational content, while CMS is more geared towards managing and publishing digital content on a broader scale.
Types of Knowledge Base Software
The most popular types of knowledge base software are listed below:
- Knowledge Management Systems. These systems facilitate the creation, organization, and storage of a wide variety of information, including documents, images, videos, demos, and other media. In fact, KMS refer to Document Management Systems (DMS) that are designed to store, manage, and track electronic documents, making them a popular choice for organizations looking to build a knowledge base of instructional documentation, manuals, and reference materials.
- Collaboration Platforms. Certain collaboration platforms include knowledge base capabilities to enable teams to share and access internal knowledge, best practices, and other important information.
- Content management systems (CMS) help businesses create, manage, and distribute digital content. They are often used as knowledge base software to store and organize information for internal and external use.
- Project Management Systems. Some project management systems include knowledge base functionality to store project documentation, process guidelines, and other project-related information for easy reference.
- Enterprise Content Management Systems. These platforms provide tools for creating, managing, and organizing a company's documents and other content, often including knowledge base features. Enterprise search software: ECMS usually include search software that helps organizations index, search, and retrieve information across multiple sources, making it easier for employees to find the information they need within the system.
- Wiki Software allows users to collaboratively create and edit content, making it a popular choice for building knowledge bases within organizations. This type of knowledge base software is popular in organizations that need to document and share information internally.
- CRM Software. Customer Relationship Management (CRM) software often includes knowledge base functionality to store and manage customer-facing information related to customer interactions, preferences, and history.
- Customer Self-Service Tools. These tools are designed to provide customers with easy access to relevant information and resources, allowing them to find answers to common questions and troubleshoot issues on their own.
- Help Desk Software. Help desk or IT service management software often includes knowledge base features to provide support agents with access to troubleshooting guides, FAQs, and other helpful resources. These platforms help businesses manage customer inquiries, provide support articles, and track customer issues. They often include knowledge base functionality to store and share information with both customers and support agents.
It should be noted that it is hard to draw a strict borderline between KMS, DMS and collab platforms as sometimes KMS offer an advanced set of tools and features allowing users to create documents online and collaborate on the platform.
Features of Knowledge Base Software
Knowledge base software can offer your company a lot of valuable features:
- Centralized repository. Knowledge base software provides a centralized repository for storing and organizing knowledge and information. This allows for easy access and retrieval of information for both employees and customers.
- Search functionality. Knowledge base software typically includes robust search functionality, allowing users to quickly find the information they need using keywords or phrases.
- Categorization and organization. Knowledge base software allows for the categorization and organization of information into logical groupings, making it easier for users to navigate and find relevant content.
- User permissions and access control. Many knowledge base software solutions offer user permissions and access control features, allowing organizations to control who can view, edit, and delete content within the knowledge base.
- Collaboration and contribution. Knowledge base software often includes collaboration and contribution tools that allow multiple users to contribute to and edit knowledge base articles. This can help ensure that information is accurate and up-to-date.
- Customization. Many knowledge base software solutions offer customization options, allowing organizations to tailor the look and feel of the knowledge base to align with their brand and meet the specific needs of their users.
- Analytics and reporting. Knowledge base software often includes analytics and reporting features that provide insights into how the knowledge base is being used, including which articles are most popular and where users might be experiencing difficulties.
- Integration with other tools. Many knowledge base software solutions offer integration with other tools and platforms, such as customer relationship management (CRM) systems, help desk software, and chatbots, allowing for seamless access to knowledge base content from other systems.
- Multilingual support. Some knowledge base software solutions offer multilingual support, allowing organizations to provide information in multiple languages to serve a diverse user base.
- Self-service capabilities. Knowledge base software enables organizations to provide self-service capabilities to employees and customers, allowing them to find answers to their questions and troubleshoot issues on their own.
Overall, knowledge base software can help your company improve knowledge sharing, streamline processes, and improve productivity.
Why Do You Need a Knowledge Base Software?
A company may choose to do without knowledge base software for several reasons, including cost concerns, perceived lack of need, or reliance on other methods of managing knowledge.
However, not using knowledge base software can lead to inefficient access to information. Without a central knowledge base, employees may spend more time searching for information or may not have access to the most up-to-date or accurate information.
Another drawback is inconsistent knowledge sharing. Teams may have different ways of storing and sharing information, leading to inconsistencies and potential errors. This also leads to difficulties in onboarding new employees. A knowledge base can be a valuable resource for new employees to quickly get up to speed on company processes, procedures, and information. Without it, onboarding may be more time-consuming and less effective.
The most significant risk, however, is the risk of knowledge loss. If employees leave the company or change roles, their knowledge and expertise may not be effectively transferred or retained without a knowledge base to store and share it.
In general, while a company may attempt to operate without knowledge base software, there are clear benefits to implementing it, including improved access to information, better collaboration, and reduced risk of knowledge loss.
The advantages of introducing knowledge base software in the business process of a company can be summarized as follows:
- Centralized information. Knowledge base software allows companies to store all pertinent information in one location, making it easily accessible to employees and customers.
- Knowledge sharing. It facilitates the sharing of best practices, troubleshooting guides, and other useful information among employees, leading to greater collaboration and efficiency.
- Customer support. Knowledge base software provides a platform for creating FAQs, guides, and tutorials that can assist customers in finding solutions to common issues, reducing the burden on customer support teams.
- Training and onboarding. It can be used to create and share training materials, documentation, and resources to help new employees onboard effectively and learn company processes.
- Remote work. With an increasing number of remote and distributed teams, knowledge base software provides a central source of information that can be accessed from anywhere, supporting employees working from different locations.
Summing up, knowledge base software serves as a valuable resource for companies, promoting information accessibility, collaboration, and efficiency, while also improving customer support and satisfaction.
11 Best Knowledge Base Software
There are several knowledge base software options available, and each has its own unique features and subscription pricing models. Some of the top knowledge base software platforms are described in this section.
ClickHelp is a comprehensive content management software that can be used as a knowledge base. It enables businesses to create, manage, and share knowledge within their organization and with their customers. It allows users to build, organize, and customize their knowledge base for effective information retrieval and sharing.
It offers users the following features:
- easy creation and editing of articles,
- content organization with categories and tags,
- collaboration for multiple contributors,
- customizable templates and themes,
- analytics to track usage and performance,
- integration with other tools like CRMs and support systems,
- access control and permissions for sensitive information,
- search functionality for easy navigation.
ClickHelp offers different pricing plans ($175 per month for the starter plan) based on the needs of the user, with options for both small teams and larger enterprises. Pricing may also vary based on additional features, integrations, and support options.
Confluence, developed by Atlassian, offers a robust knowledge base solution with features such as:
- page templates,
- collaborative editing (the slogan featured on the Confluence home page is “Goodbye silos, hello teamwork!” meaning that your company’s knowledge will be used more effectively with this solution),
- and advanced search functionality.
Confluence is a collaboration and documentation tool that includes knowledge base features. It offers advanced content organization, customizable templates, and integration with other Atlassian products.
Pricing starts at $5 per user per month for small teams.
Zendesk Guide provides a knowledge base solution integrated with their customer support platform. It offers features like:
- article management,
- analytics,
- and multilingual content.
Zendesk Guide is a comprehensive knowledge base software that allows businesses to create and host their own help center. It comes with features like content management, advanced search, and customizable templates.
Pricing starts at $20 per month.
Helpjuice is known for its user-friendly interface and powerful search capabilities. It offers features such as:
- content creation,
- analytics,
- and branding customization.
Pricing starts at $120 per month for up to 4 users.
Slite is a knowledge base tool designed to help teams organize and share information. It offers a collaborative platform for creating, editing, and sharing documents, notes, and other resources. Users can also customize their content with features such as:
- Markdown support,
- emojis,
- and rich media embedding.
Additionally, Slite provides advanced search functionality and real-time collaboration on documents.
Pricing for Slite is based on a per-user subscription model, with different tiers offering varying levels of functionality and features. There is also a free version available with limited features for small teams and individuals.
Bloomfire is a knowledge base platform that allows businesses to organize and share information with their employees, customers, and partners. It provides customers with the following features:
- a centralized location for storing and accessing documents, articles, videos, and other resources (which ‘delivers 9X productivity gains’ for your company as is put in Bloomfire’s motto),
- integration with popular business tools such as Slack, Salesforce, and Microsoft Teams.
Pricing for Bloomfire varies based on the number of users and the specific features and integrations required. The platform offers a free trial for potential customers to test out its functionality before committing to a subscription.
Notion is a comprehensive knowledge base and team collaboration tool that allows users to organize, share, and manage their information in one easy-to-use platform. It can be used for task management, note-taking, project planning, and other organizational purposes. Notion offers a variety of features to help users manage their knowledge and collaborate with team members.
Notion offers users the following features:
- ability to create and customize databases to store and organize their information in a structured and easily accessible format (users can create and edit notes, documents, and wikis within Notion, making it easy to capture and document information),
- tracking and project management tools, allowing users to create to-do lists, track progress, and organize their work in a collaborative environment,
- platform enables teams to work together on shared documents, databases, and projects, facilitating seamless collaboration and communication.
Notion offers a variety of pricing plans, including a free plan with limited functionality and paid plans with additional features and collaboration options. Pricing for paid plans starts from $10 a month, and varies depending on the number of users and the specific features included.
KnowledgeOwl is a knowledge base solution that focuses on simplicity and ease of use. It offers features such as:
- customizable templates,
- search functionality,
- version history.
All these and much more guarantee a transition from ‘scattered knowledge’ to ‘a single searchable source of truth.’ Pricing starts at $100 per month with a 25% discount for non-profits.
Document360 is a knowledge base platform with the following features:
- Markdown editor,
- SEO optimization,
- customizable templates,
- analytics,
- and version control.
It allows organizations to create, manage, and share knowledge articles and documentation internally and externally. It offers a user-friendly interface and a range of features to help users easily create and maintain a knowledge base for their organization.
The pricing for Document360 starts at $149 per month for up to 3 users (standard hosting plan) and varies based on the number of team members and features required. It offers various plans, including a free trial and different pricing tiers based on the organization's needs.
Nuclino is a collaborative knowledge management tool that allows teams to create and share internal documentation, manage their projects, and collaborate on content. It offers a centralized platform for teams with the following features:
- ability to store and organize their knowledge,
- accessibility and searchability,
- integration with popular tools like Slack, Google Drive, and Microsoft Office, allowing for a seamless workflow process.
Nuclino offers a free plan with limited features, as well as paid plans starting at $5 per user per month. The pricing increases for additional features such as greater storage, advanced permissions, and custom branding. Custom pricing is also available for enterprise customers.
Guru knowledge base is a software tool designed to centralize and organize knowledge and information within an organization. It serves as a repository for important documents, files, instructions, and best practices, making it easy for employees to find the information they need.
Guru knowledge base offers users the following features:
- ability to easily search for and find the information,
- ability to upload, organize, and categorize documents and files,
- users can contribute to and update the knowledge base, ensuring that information is always up-to-date,
- admins can control who has access to certain documents and information.
Pricing for guru knowledge base software varies depending on the provider and the specific features included. The All-In-One tariff is $5 per user per month. Additional costs may include implementation and training services.
These are just a few examples of the many knowledge base software options available, and each platform offers different features and pricing plans to suit the needs of various businesses. It's important to think about the specific requirements of your organization before selecting a knowledge base software solution. Additionally, it's recommended to reach out to the individual companies or visit their websites for the most current pricing information.
Choosing the Right Knowledge Base Software
When choosing the right knowledge base software on the SaaS market, there are a few key factors to consider. Here are some tips and advice to help you make the best decision:
- Identify your needs. Before you start looking at knowledge base software options, take the time to identify your organization’s specific needs and requirements. Consider factors such as the size of your organization, the number of users who will need access to the knowledge base, the type of content you need to store, and any specific features or integrations that are important to you.
- Consider ease of use. Look for knowledge base software that is intuitive and easy to use. Your team members should be able to quickly and easily find the information they need without having to navigate through a complex system.
- Customization options. Choose a knowledge base software that allows you to customize the interface and content to fit your organization’s branding and style. This can help to create a more seamless experience for your users.
- Collaboration features. If your organization relies on collaboration and knowledge sharing, look for knowledge base software that includes features such as user commenting, version control, and the ability to easily create and share content with others.
- Search functionality. A robust search function is essential for a knowledge base software. Look for software that offers advanced search features, such as keyword tagging, filters, and predictive search, to help users quickly find the information they need.
- Analytics and reporting. Choose knowledge base software that includes analytics and reporting features so you can track usage, measure the effectiveness of your content, and identify areas for improvement.
- Integration capabilities. Consider how the knowledge base software will integrate with your existing systems and tools. Look for software that offers integrations with common platforms, such as CRM systems, project management tools, and communication platforms.
- Scalability. As your organization grows, your knowledge base software needs to be able to grow with you. Look for software that is scalable and can accommodate an increasing volume of content and users.
- Support and training. Consider the level of support and training that is available from the knowledge base software provider. Look for a provider that offers comprehensive training resources and responsive support to help you get the most out of the software.
By considering these factors and thoroughly researching your options, you can choose the right knowledge base software that aligns with your organization's specific needs and requirements. For more recommendations, you can turn to reviews on Capterra or G2.
Conclusion
Knowledge base tools are essential in any company that produces support documentation for its digital products. These tools allow companies to store and organize all their important information in one central location, making it easily accessible to employees. With knowledge base tools, employees can quickly and easily access the information they need, reducing the time spent searching for answers and troubleshooting problems. By providing employees with easy access to the information they need, knowledge base tools can help improve productivity and efficiency in the workplace.
Overall, knowledge base tools are crucial for streamlining information management, fostering consistent communication, and improving productivity in a company.
Good luck with your technical writing!
ClickHelp Team
Author, host and deliver documentation across platforms and devices