Knowledge base software can help you organize information for your employees and customers, improving efficiency and lowering customer service costs. We review the 6 best knowledge base systems in 2023.
Whether it’s training new employees, answering customer inquiries, or keeping up with the latest industry trends, businesses need reliable knowledge base systems to help them stay organized and efficient.
Knowledge base software enables companies to easily store and manage important information like training materials, product information, frequently asked questions (FAQs), internal policies and procedures, and more. It provides a centralized repository for knowledge, so all team members have access to the same accurate and up-to-date information. The software can also help companies reduce support costs and improve customer satisfaction.
In this article, we discuss the 6 best knowledge base systems available today and how you can choose the right solution for your business.
If you don’t have the time to read through our research, jump down to our quick comparison table.
Our Top Picks
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Best all-in-one knowledge base software
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Good for offering customer support
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Good for importing information from the web
How to Choose Knowledge Base Software
The best knowledge base platforms will have most or all of the following features:
- Comprehensive search function: The knowledge base system should have a robust search engine that can quickly retrieve relevant information from articles, FAQs, and other resources.
- Content creation and content management tools: Prioritize knowledge base software that has tools to create, edit, and manage articles and other resources yourself. This includes the ability to create content, assign permissions to authors, and track article usage and feedback.
- Collaboration features: Your knowledge base tool should enable collaboration among employees, such as the ability to comment on documents and suggest improvements.
- Automatic file syncing: So employees are always working with the most recent version of every resource.
- Unlimited storage: The best software will let you store as much information as you need.
- Access controls: Access controls ensure employees have access only to information relevant to their roles. You can also toggle permissions so only certain employees can edit resources in the knowledge base.
- Security features: The best systems will also offer security features like role-based permissions and encryption. Connecteam, for example, uses end-to-end data encryption, so your company’s content is always secure.
- Integration with other tools: The system should integrate with other tools and systems that employees use, such as HR software, project management tools, and email.
- Analytics and reporting: Select software that can provide analytics and reporting features to track how employees are using the knowledge base and identify areas for improvement.
- Mobile access: Enables employees to access the knowledge base on the go. Connecteam, for instance, offers user-friendly apps for Android and iOS.
The 6 Best Knowledge Base Software Platforms of 2023
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Connecteam — Best all-in-one knowledge base software
Connecteam is an all-in-one employee management solution with built-in knowledge base features—as well as tools for scheduling, task management, time tracking, communication, training, and much more.
With Connecteam, it’s super simple to create a central repository of information your employees can access from anywhere.
Let’s take a closer look at Connecteam, focusing on its excellent knowledge base features.
Effortlessly create and organize information for your teams
Connecteam makes building a useful knowledge base a cinch. It has a drag-and-drop interface, so you can quickly create user-friendly pages that employees can navigate hassle-free.
You can add videos, documents, voice messages, images, and more to pages, all through the intuitive creation tool.
Connecteam can be used to store many different types of files—manuals, guides, employee handbooks, instructional videos, equipment and inventory lists, client and contract information, and more.
Not only can you keep all your company information in one place, but you can also create as many knowledge bases as you need. You can even set up a different knowledge base for each department in your organization.
Control who can see, create, and edit content for better security
Connecteam provides granular user settings. This means you have control over which employees can view, edit, or create content. For example, you can set permissions so that some content is visible only to senior management.
Not only is this important for data security, but it also helps keep your knowledge base streamlined for each user since they see only the data relevant to them.
Mobile apps so employees can access useful documents wherever they are
Connecteam has user-friendly apps for web, iOS, and Android. Employees can view the knowledge base on their mobile devices or in their browsers from anywhere. While they’re at it, they can also check their shifts, communicate with team members, and submit forms right from within the Connecteam app.
It’s much more convenient for managers and employees when important documents are stored in one place that can be accessed and edited from anywhere. Connecteam ensures everyone always has the latest information at their fingertips.
Get insights into how employees use your knowledge base
Connecteam offers reports and analytics on how your team uses the knowledge base. You can see which documents they’ve accessed the most and the types of searches people make.
You can use these insights to decide how best to improve your documentation and what to focus on in the future.
Store as much as you need
Connecteam has no limitations on the number or size of the files you add to your knowledge base. You can store as much as you need to maintain a comprehensive knowledge base. Add written guides, images, videos, helpful tips, training manuals, and more!
Be confident your company data is safe
Connecteam is one of the few knowledge base solutions that offers true end-to-end data encryption. This means data is protected throughout its entire journey from the sender to the receiver. Data is also encrypted in Connecteam’s databases, making it virtually impossible for any unauthorized parties to access your data.
Files aren’t stored on employees’ devices, and you can revoke knowledge base access immediately when an employee leaves your company.
Deliver engaging employee training
Connecteam goes beyond files and documents to offer your employees a dynamic training experience.
You can quickly create courses, quizzes, and live group discussions to make onboarding convenient, fun, and engaging for new employees. You can also see in Connecteam’s dashboard how each employee is progressing through their training. Plus, you can send out surveys and polls to collect feedback from team members.
Key Features
Drag-and-drop content editor
End-to-end data encryption
Unlimited storage space
Granular user permission settings
Reports and insights into knowledge base usage
Pros
Accessible from anywhere so employees are always up to date
Stores many different types of media and files
Makes training engaging with quizzes, videos, and tutorials
All-in-one employee management tool for everything your business needs
Cons
Additional integrations in the works
Pricing
Free-for-life plan availablePremium plans start at $29/month for 30 users
14-day free trial, no credit card required
Start your free trial -
Help Scout — Good for offering customer support
Available on
- Web
- iOS
- Android
Help Scout is a customer support tool for businesses that provides cross-channel support via email, messenger, and chat. It also offers self-service support options, including a knowledge base.
Help Scout’s customer knowledge bases are pretty basic. Pages can be created using HTML or text, and users can choose how they’ll look from template designs. The knowledge base can be embedded in other pages through sidebars and popups.
Since Help Scout focuses on customer-facing knowledge bases, it’s not the best choice for companies looking for a private, internal knowledge base system.
Learn more about Help ScoutKey Features
- Quick help center website deployment
- Shows user interaction trends
- Supports multiple knowledge bases
- Knowledge bases can be password-protected
Pros
- Responsive design works on mobile devices
- Data on how people use the knowledge base
Cons
- Limited features for private employee knowledge bases
- Expensive
Pricing
Starts at $20/user/month Trial: Yes Free Plan: No
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Guru — Good for importing information from the web
Available on
- Web
- iOS
- Android
Guru is a knowledge management system that uses AI to help managers improve their knowledge base content. It can send reminders to managers to update the knowledge base and suggest ideas for improvement.
Guru can import information from Slack and the web to speed up knowledge base creation. Employers can also require specific employees, such as topic experts or senior management, to verify knowledge base articles periodically.
However, Guru’s search function is relatively slow and its user access permissions system is limited. This makes it difficult to share content with specific people instead of the entire organization.
Learn more about GuruKey Features
- Scans the internet for information to fill the knowledge base
- Integrates with around 40 third-party apps
- Organizes information with collections, boards, and tags
- Detects duplicate content
Pros
- AI can suggest improvements
- Data can be imported from a variety of sources
Cons
- Basic user access permission system
- Quite slow
Pricing
Starts at $5/user/month Trial: Yes — 30-day Free Plan: Yes
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Document360 — Good for self-service customer knowledge bases
Available on
- Web
- Windows
- Mac
Document360 is a platform for creating customer or employee knowledge bases. It can be used to create a public or private knowledge base site with a custom home page and domain name.
Document360 offers an embeddable widget that can be placed on a website for customers to access self-service answers from a knowledge base. The software can also integrate with third-party website tools like Drift, Intercom, and Disqus.
While Document360 can be used for internal knowledge bases, its main focus is customer-facing documentation. Private knowledge bases are available only with the highest-priced plans.
Learn more about Document360Key Features
- Public and private knowledge bases
- Additional language localization available
- From 50GB drive storage
- Custom domain name
Pros
- Can be used for both customer-facing and internal knowledge bases
- Offers reports on how customers use the website
Cons
- Relatively expensive
- Private knowledge bases only available on high-tier plans
Pricing
Starts at $99/project/month Trial: Yes — 14-day Free Plan: No
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Notion — Good for managing projects
Available on
- Web
- iOS
- Android
- Windows
- Mac
Notion is a project management tool that stores information in a central location. It functions much like a wiki, allowing all team members to edit pages. Created pages are primarily text-based, but managers can create pages from Notion’s templates.
Notion can be used as a project management tool, with an overview of project statuses, timelines, and tasks. It also integrates with computing tools like GitHub and Jira. This makes it a solid choice as a tool for engineering, product, and design teams working together to complete a project. However, other companies would likely prefer a more traditional knowledge management system.
Learn more about NotionKey Features
- Wiki-style document editing
- Importable page template designs
- Project management features
- Works with version-tracking software like GitHub
Pros
- Good for documenting software during development
- Importable templates for versatility
Cons
- Basic page editor
- Information hard to navigate
Pricing
Starts at $4/user/month Trial: No Free Plan: Yes
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Helpjuice — Good for customer support portals
Available on
- Web
Helpjuice is a knowledge base tool that focuses primarily on customer support. It provides templates and themes to create a customer support portal. The web-based interface allows users to create multiple-choice questions for visitors with different answers based on their interactions.
Helpjuice can also be used to create a limited internal knowledge base for staff. Administrators can create documents in the built-in editor and set access controls. However, it lacks good support for images, videos, and interactive pages, and it has no mobile apps. But it could be suitable for companies with mostly text-based articles to share.
Learn more about HelpjuiceKey Features
- WYSIWYG (what you see is what you get) document editor
- Analytics on knowledge base page usage and searches
- 12+ customizable themes
- Simple document search
Pros
- Articles can be set to be public or private
- Customizable HTML for web programmers
Cons
- Very few third-party integrations
- High price
Pricing
Starts at $120/month for 4 users Trial: Yes Free Plan: No
Compare the Best Knowledge Base Software Platforms
| Topic |
Start for free
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|---|---|---|---|---|---|---|
| Reviews |
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| Pricing |
Starts at just $29/month for the first 30 users
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Starts at $20/user/month
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Starts at $5/user/month
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Starts at $99/project/month
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Starts at $4/user/month
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Starts at $120/month for 4 users
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| Free Trial |
yes
14-day
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yes
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yes
30-day
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yes
14-day
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no
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yes
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| Free Plan |
yes
Free Up to 10 users
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no
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yes
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no
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yes
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no
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What is Knowledge Base Software?
A knowledge base system is a software application that stores information, documents, and resources in a central location—sort of like a digital storage room.
The software is typically used by businesses, organizations, and educational institutions to store and share information.
Employees, customers, and other relevant individuals can access information quickly and easily.
The software can be used to provide customer support, training, and educational resources to employees or customers, as well as to manage internal knowledge and best practices.
How Do Knowledge Base Tools Work?
Now that you know what knowledge base software is, let’s discuss how it works.
Knowledge base tools work by providing a central platform where organizations can store and manage information related to their products, services, or processes.
The data can be organized into categories, subcategories, and tags to make it easier for users to find relevant information.
Users can search for information using keywords or phrases or browse the categories and subcategories.
When a user searches for information, the knowledge base tool searches the entire repository and retrieves relevant articles and other resources.
The articles are typically written clearly and concisely, with step-by-step instructions, screenshots, and other visual aids to make them easy to understand.
In addition to articles, knowledge base tools may include frequently asked questions (FAQs), how-to guides, videos, and other resources.
Collaboration is another important feature of knowledge base tools. Users can leave comments, provide feedback, or suggest edits to articles to keep the information up-to-date and accurate.
Administrators can also track user activity, such as article views, searches, and comments.
They can then use this data to identify areas where the knowledge base could be improved.
The Benefits of Knowledge Base Platforms
Using knowledge base software, businesses can experience a number of benefits. These include:
Increased productivity
Employees can quickly and easily find the information they need, reducing the time and effort required to complete tasks and increasing overall workplace productivity.
Improved collaboration
Knowledge base platforms can foster a culture of collaboration and knowledge-sharing among employees, helping to improve overall efficiency and productivity.
More standardized procedures
By providing a central repository of information, knowledge base platforms can help ensure that all employees are following the same procedures and using the same terminology.
Consistent messaging and better customer satisfaction
Knowledge base platforms can help ensure all team members deliver consistent messaging to customers. This reduces confusion and improves the overall customer experience.
Reduced training costs
Internal knowledge base software can be used to provide employees with training materials and educational resources, such as frequently asked questions (FAQs) documents and step-by-step guides. This reduces the need for costly in-person training sessions.
Better knowledge retention
By providing a searchable repository of information, internal knowledge base software makes it simple for employees to brush up on essential knowledge and best practices whenever needed. This results in better knowledge retention, as employees are more likely to retain information that’s easily accessible.
Improved customer support
Customer-facing knowledge bases, also known as external knowledge bases or customer service knowledge bases, allow businesses to provide self-service options to customers. This can improve customer satisfaction and reduce support costs.
Instead of contacting staff via real-time live chat or raising a support ticket, customers can find answers to their questions in publicly available knowledge base articles.
How Much Do Knowledge Base Solutions Cost?
Knowledge base systems usually charge a monthly or annual fee. The subscription cost usually varies based on the number of users and the features required. Helpjuice, for example, costs a flat $499 per month for unlimited users.
Other platforms charge a monthly per-user fee. For instance, Help Scout charges between $20 and $65 per user per month. This pricing model is beneficial for small teams, but it quickly gets expensive for larger ones.
Some providers use a mixture of these pricing models, charging a flat monthly rate with an added per-user fee. Connecteam’s pricing is exceptionally favorable. It costs just $29 per month for up to 30 users, and only $0.50 per month for each additional user.
You can download open-source knowledge base software for free, but open-source software is often much more challenging to set up and manage over time than a commercial solution. Instead, you can access free knowledge base software with Connecteam. It offers a Small Business Plan that’s free forever for up to 10 users.
FAQs
What is the best knowledge base?
There are different types of knowledge base software, and the right one for you depends on your needs. But for employee knowledge bases, Connecteam is the best. It has an intuitive drag-and-drop content editor, unlimited storage space, customizable user access permissions, and support for a wide range of document types.
Does Microsoft have knowledge base software?
Microsoft doesn’t offer a knowledge base tool. It does sell SharePoint, a document management tool used to share documents within an organization. However, this doesn’t provide the advanced search, content structuring, and content generation features of more powerful software like Connecteam.
Is a knowledge base a database?
A knowledge base is a type of database specifically used for knowledge sharing and management. A knowledge base is more than just a simple database of information, though. Systems like Connecteam include search functionality, categorization, tagging, and collaboration features.
The Bottom Line On Knowledge Base Software Platform
Knowledge base software keeps important information in a central location that’s easy for employees to access. The software improves productivity, ensures your messaging is standardized, and increases collaboration between staff. By choosing the right knowledge base tool, you can also reduce training costs and ensure better knowledge retention in your company.
Connecteam stands out as the best free knowledge base software thanks to its ease of use, customizability, and strong security. In addition to offering more features, Connecteam is also significantly more affordable.