Best Knowledge Management Software in 2021

The oldest known Egyptian manuscript dates back 4000 years. Contains religious spells for priests and an illustrated composition of temple rituals. So, can this be one of the first self-help knowledge bases or what?

Since the invention of writing, people have felt the importance of collecting and storing valuable information so that other people can use it over and over again. The only thing that has changed over time are the tools.

The ancient Chinese loved bamboo, the Egyptians preferred papyrus, paper was particularly popular from its invention until the internet revolutionized things. Today, people use designated knowledge management software solutions to keep their valuable information in one place and present it to the people who need it.

What is knowledge management software?

A knowledge base is a database used to share and manage knowledge. The main point of having a knowledge base is to provide both your customers and your team with the most detailed information about your products / services.

Knowledge management software is a set of tools that allow businesses to collect, store, and share business-specific information in one place. Its main objective is to answer all common questions about your business. That is why they are also called self-service portals.

Key Features of Effective Knowledge Management Solutions

From the description above, you might think that choosing knowledge management tools is as easy as cake. Basically, any WordPress based website can become a source of self-help articles if you try.

However, there are several specific characteristics that all knowledge management solutions must have. They will make your work faster and more efficient on site:

  • Convenient text editor with the ability to insert images, videos, code samples and mark important parts with special notes, warnings or tips
  • Categories, sections, folders to organize articles in a practical and digestible way.
  • Reports to track how your articles are performing in terms of views and usefulness
  • Personalization options (e.g. brand colors, logo, header images, links, CSS, custom domain) to make your knowledge base look like an integral part of your website.
  • Customizable SEO settings to make your content more appealing to search engines
  • Search function so that your visitors can easily find all the information they need without having to go through all the articles.

The Best Knowledge Management software in 2021

When choosing the best knowledge management software for your business, there are several things to consider first. First of all, the knowledge base tools come in two variants: standalone and part of the all-in-one customer support platforms.

If you decide to subscribe to an all-in-one option, you can be sure that your knowledge management system is well integrated with other communication channels. However, if you never plan to have live chat or email support, it is best to go for a comprehensive solution and not be overwhelmed with redundant features.

In addition, knowledge management tools can be intended for private internal use or accessible to the public. So what is the best knowledge base software on the market today? Let’s delve into the problem.

1. HelpCrunch

Affordable knowledge management software

HelpCrunch is an all-in-one customer service tool in its purest form. It offers live chat, support, email marketing, pop-ups, and knowledge base features. The best part is that the knowledge base tool is included in all subscription plans, starting from the standard for $ 15 / month.

In terms of knowledge base functionality, HelpCrunch offers a simple, elegant and modern tool designed to be as convenient as possible. Its WYSIWYG text editor allows support reps to manually edit the SEO details for each article, including a title tag, meta description, and target keyword. This instantly improves your visibility and indexing by search engines.

With the access control function, you can set restrictions on some of your items by password or trusted IP addresses. In addition, customers will enjoy self-service 24 hours a day, 7 days a week, directly in a chat widget. Integrate your knowledge into your website’s live chat and help visitors even when you’re offline.

Price

The “Standard” pricing plan starts at $ 15 / month per team member. Includes a knowledge base, live chat, and contextual features. The important thing is that you get the most comprehensive knowledge base functionality for this unrestricted price.

Verdict

HelpCrunch is the best knowledge base software for SMEs and startups who want to create a modern help center for their customers. Users will appreciate its simple design, convenient editor, and live chat integration for better communication with customers.

2. Slite:

The solution your whole team will love

If you are considering a new internal knowledge base that supports all your practical knowledge (projects, updates, discussions, meetings), you should give Slite a try. Slite’s main mission is to help teams collaborate and work better together, wherever they are. They absolutely do it with our knowledge base software, bringing together the knowledge of entire teams with a single, easy-to-use tool.

Three things set Slite apart as a knowledge management solution. The first is that we are not just a document or knowledge management solution. Slite is based on the belief that knowledge base software fails because information lives too far from our daily tasks. This was true when the knowledge base was a printed manual that you stored in your desk drawer, and it is true when it comes to clunky software that opens on the first day of work and you don’t. will never see again. The content is out of date, out of date, and unnecessary.

The second is the guarantee of adoption within the team. There is no point in setting up a knowledge management system if no one is using it. Because every business team has members with different technical skills, we’ve designed the Slite user experience to be so intuitive that anyone can try it out and get it right away.

Finally, Slite’s knowledge management system discovery capabilities automatically highlight what’s new and new, so team members always see the most recent and important information. And our search is blazingly fast!

Price

Our knowledge base software is already used daily by more than 8,100 growing teams around the world.

Best of all, you can get started for free with our knowledge base software. After that, you can upgrade to our standard plan for $ 6.67 per member per month. However, you only pay for what you use (active members for 30 days). This plan includes unlimited documents, read-only permissions, admin rights, usage panel, and required Google single sign-on.

3. Document360

The most complete knowledge management tool

Document360 is a powerful knowledge management platform that offers subscription plans to suit all budgets and tastes. And it’s probably the best knowledge management software if you lead a large team and need the greatest variety of collaboration features.

The Markdown text editor offers all the necessary editing and styling features, where you can also add links, images, videos, code samples, tables, and captions. Since the tool offers two levels of access, you can use Document360 to create internal and external knowledge bases. In addition to this, it is possible to create multiple knowledge base sites for different projects.

Add team members with different roles: owner, administrator, editor, editor, and readers. They can leave comments on articles (like Google Docs) and mention other colleagues while their team can review the full article revision history and revert to previous versions.

Price

The Document360 knowledge base will cost you at least $ 59 per month per project. For that price, you get 10,000 monthly visitors, 5GB of storage, and 2 team members who can contribute as owners or publishers. The more advanced plans can cost between $ 179 and $ 599 per project per month.

Verdict

Document360 is the best knowledge management software for large companies where multiple support representatives work together to create new articles and maintain a help center site. Advanced analytics help you keep track of everything from item performance to customer behavior. However, the more affordable prices won’t scare off small businesses or startups that aren’t willing to pay $ 59 a month for a simple knowledge management tool.

3. ZenDesk

The old loyal customer service tool

ZenDesk is one of the oldest knowledge base solutions and it still exists for good reason. It is incredibly popular for customer service, customer satisfaction, and call centers, but can also be used as general external knowledge base software. This makes ZenDesk a great option if you are looking for a complete customer support solution.

Unique integrations

ZenDesk also offers some unique integrations that you should definitely check out. In addition to the standard ticketing and customer service features, it also has chat functionality, can import Google Docs files, provides multilingual content, has content restoration capabilities, and even offers an AI Answer Bot that can help you answer automatically to emails.

Customer Support

If you want to provide resources for clients to solve their own obstacles, you can create a help center or community forum. They also have tons of integrations to choose from, both externally and with their other products.

Prices

When it comes to pricing, ZenDesk’s offerings are a bit confusing. However, it is certainly better suited for larger, more established businesses.

ZenDesk doesn’t have a free plan, but it does have a free trial that you can take advantage of to get your bearings. After that, their paid plans range from $ 49 to $ 99 per agent, per month. It is certainly not a cheap price.

If your business only requires basic support, ZenDesk offers cheaper plans. The cheapest option starts at € 19 per agent per month.

4. ProProfs

one-size-fits-all knowledge management software

ProProfs offers a different set of tools for all kinds of goals, from live chat to workout creator and even puzzle games. And yes, this list also includes knowledge base management software.

It offers a rich text editor which by its own description resembles Microsoft Word. It has plenty of editing tools for design and formatting, but it can feel a bit outdated compared to its modern competition. You can make your knowledge base traceable and available to search engines and specify meta descriptions for each page.

When it comes to customizing the look, you can choose one of the default themes from the Knowledge Base and customize it with your brand’s logo and color scheme. There are templates for all kinds of uses such as user manuals, wikis, technical documentation, or private knowledge bases.

Prices

The ProProfs knowledge base has a different pricing system than other knowledge management providers. They charge for the number of pages in their help center. Therefore, 100KB pages will cost you between $ 40 and $ 0.60 per month, depending on the plan you choose. Note that the “private access” mode and the various permissions are only available in the Premium subscription, while the custom URLs and additional sites still cost $ 30 / month each. On the plus side, you can create up to 20 pages for free.

Verdict

It seems that ProProfs offers great solutions for any type of business. Do you have a small knowledge base of 20 pages? Go with the free version. Do they want more? Pay only for the pages you have in your Help Center. The only downside I see is that the ProProfs text editor is an acquired taste. It has all the necessary formatting features, but it looks a bit outdated.

5. Helpjuice

comprehensive knowledge management tool

Helpjuice’s text editor is rich in features and, most importantly, it is modern and intuitive. It has all the necessary collaboration features so that multiple authors can work on an article without disturbing each other.

There are several access levels you can set for your knowledge base: public, URL-based, internal, and for specific users. In terms of customization, you can choose from several predefined templates. They are fully customizable.

Helpjuice offers a powerful analytical database: performance of articles on all kinds of figures and graphs, search terms used by users, author activity, etc. It is really helpful and can help you constantly improve yourself.

Prices

The cheapest subscription plan costs $ 120 / month for 4 users, while the Premium account with unlimited seats costs $ 369 / month (* small businesses and startups have left the chat *). On the plus side, they all have the same full set of features and the only difference is in the number of seats.

Verdict

If you’re the type of startup that can spend a few hundred dollars every month on a knowledge management solution, Helpjuice might be for you. Otherwise, this is the product for large corporations and businesses.

6. Freshdesk

Basic knowledge management tool with ticketing

Knowledge software is included in Freshdesk’s all-in-one customer support solution. So if you want to use their knowledge base, you will have to buy the entire ticketing system from it. The good news is that it has a free version.

As a knowledge management application, Freshdesk offers a simple WYSIWYG editor with all the necessary formatting and styling features. You can specify meta titles and meta descriptions for articles and translate them into different languages. Freshdesk offers standard categories and folders to organize your content.

As with Zendesk, customer service agents can add new content on the fly, registering their responses as new articles with just a few clicks. However, its reports are pretty basic compared to other tools in the knowledge base. You can simply check how many views each article has and whether your customers have found it useful or unnecessary.

Price

Freshdesk’s basic subscription costs $ 19 / month per agent, but a free version is also available. For that price, you get the knowledge base and support features. However, its functionality will be quite limited. Advanced features can cost anywhere from $ 45 per agent to $ 125 per agent per month.

Verdict

Freshdesk offers fairly basic tools for knowledge management. You won’t find advanced reports or notable features there. However, if the knowledge base and ticketing is exactly what you are looking for, Freshdesk will be the perfect choice.

7. Knowledge owl

Feature-rich knowledge management software

KnowledgeOwl is a modern and practical knowledge management tool for internal and external use. The tool’s standard functionality encompasses everything from a WYSIWYG editor to access control themes and layouts. Each post has built-in review and comment sections where customers can rate their experience.

The tool is also quite flexible in terms of custom views, bulk actions, and SEO settings. Add a table of contents or handy breadcrumb trail for easier navigation.

There are also many unconventional features. For example, you will have a dedicated library for all your files (just like WordPress), which you can use and manage in your knowledge base. The Glossary option allows operators to create a hub of all company-specific terms and insert definitions by hovering over the mouse.

Price

KnowledgeOwl’s pricing system is based on the number of authors you need to add to your account. If you want to build multiple knowledge bases, each of them will also cost you $ 40 / month

Each package offers all the functions, roles and permissions. The difference between them is in the level of support, the availability SLA, and the security settings. The Basic Flex plan costs $ 79 / month, while the Business plan is available for $ 299 / month. The business plan starts from $ 999.

Verdict

KnowledgeOwl is the best knowledge management software for large teams that are dedicated to running all internal and external data in one convenient place. Compared to other knowledge management solutions, KnowledgeOwl seems to offer many special features, such as a dedicated file library or navigation features. But the high price of $ 79 a month can scare startups and small businesses.

8. Atlassian (Confluence)

A solution for teams who love Confluence products

You may already be familiar with the name Atlassian, as it is the company behind a wide variety of software on the market today, such as Jira. What you might not have heard of is Confluence, their in-house knowledge management solution.

Confluence isn’t the sleekest knowledge base software out there, and it doesn’t suit customer service needs, but it might be perfect for you if you’re looking for an easy-to-use internal team tool.

Variety of models

Confluence comes with a wide range of templates to choose from, which is useful if you are starting your business knowledge base from scratch.

Grow your business safely

Atlassian is a great knowledge base for rapidly growing teams. They have awesome features that allow you to scale your business knowing that all your information is organized and stored securely.

Privacy, Encryption and Compliance: Confluence is GDPR and Privacy Shield compliant. They also have a comprehensive risk management program and allow their users to verify security against SOC2, SOC3, ISO 27001, ISO 27018, PCI DSS, etc.
Management and Security Features – Feel free to add people to your team and knowledge base with management and security features like SAML SSO, 2-step verification, and automatic user provisioning.
Grow your business seamlessly: Confluence offers reliable information, advanced administrative controls, unlimited storage, a 99.9% uptime SLA, and 24/7 customer support.

Prices

When it comes to pricing, Confluence is reasonable. First of all, they have an always free plan for 10 users. It’s perfect for small businesses or startups that need an inexpensive documentation solution for their first steps.

After that, their paid plans range from $ 5 to $ 10 per user per month. They also have a business plan which is available for consultation, although it is billed annually.

Conclusion

Although it seems like you only need one knowledge base site at the moment, you should always keep in mind that you may want to expand it in the future. Maybe you need a live chat tool in the future. Perhaps you need a dedicated customer service team.

So while these are not basic knowledge base features, pay attention to other features and integrations in your software. Choose the best knowledge management software based on your ability to scale in the future.

What are the 3 major knowledge management systems?

There are three main types of knowledge management systems that aid you in business knowledge sharing and managing. They are knowledge work systems, intelligent techniques, and enterprise-wide knowledge management systems.

What does knowledge management software do?

A knowledge management system is any kind of IT system that stores and retrieves knowledge to improve understanding, collaboration, and process alignment. Knowledge management systems can exist within organizations or teams, but they can also be used to center your knowledge base for your users or customers.

What are the 4 types of knowledge?

According to Krathwohl (2002), knowledge can be categorized into four types: 
(1) factual knowledge,
(2) conceptual knowledge,
(3) procedural knowledge, and
(4) metacognitive knowledge.

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