Anastasiia Khlystova
Jan 30, 2020 | 8 min read

Knowledge management is the process of creating, sharing, using and managing the knowledge and information of an organization. And that’s exactly what knowledge management software does — it gives businesses all the necessary tools to effectively manage their knowledge for both internal and external use.

In this article, we’ve collected 5 best tools for knowledge management. The list contains all-in-one customer service tools as well as stand-alone solutions. 

Basic subscription costsfrom $15/mo per team memberfrom $0/mo per userfrom $0/mo per userfrom $0/mo per userfrom $120/mo
Premium subscription costs$49/mo per team member$79/mo per user$10/mo per user$0.60/mo per page$660/mo, unlimited users
Free trial14 days30 days7 days15 days14 days
G2 rating4.8/5
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4.2/5
⭐⭐⭐⭐
4.0/5
⭐⭐⭐⭐
4.4/5
⭐⭐⭐⭐
4.4/5
⭐⭐⭐⭐
Best forexternal knowledge baseexternal knowledge baseinternal knowledge baseboth external and internal knowledge basesboth external and internal knowledge bases
Pros– Affordable all-in-one solution
– SEO settings
– Overall appearance customization.
– Free subscription
– Google Docs importing
– Answer Bot
– Integrations
– Best internal knowledge base solution
– Free subscription
– Numerous appearance templates
– Rich text editor
– Free subscription
– Numerous appearance templates
– Integrations
– Rich functionality
– Rich appearance customization
– Insightful reports
Cons– No role-based access control
– Not multilingual.
– Gets expensive
– Not customizable SEO settings
– Limited customization
– Can get expensive for big teams
– Outdated text editor
– Can get expensive for big knowledge bases
– Very expensive
– No integrations

1. HelpCrunch — all-in-one customer service tool

HelpCrunch is an all-in-one customer service tool that covers live chat, help desk, email automation, and knowledge base functionality. The basic subscription plan starts from $15/mo per team member and includes knowledge management functionality right there.

As knowledge management software, HelpCrunch offers all basic features for creating an external knowledge portal for your customers: modern text editor, categories and sections for structuring information, and detailed reports. 

You can choose whether you want to make articles public and visible to everybody or just keep them private. This way you can create a simple internal knowledge portal that your team can access when they’re logged into HelpCrunch.

It’s possible to customize it in any way — change colors, logos, header and footer so that it looks like an integral part of your website. The knowledge base comes with a built-in search with auto suggestions.

Moreover, HelpCrunch has all the necessary SEO features and they’re fully customizable. You can manually enter metadata for your articles so that they’re better indexed by search engines. 

Pros:

  • Affordable all-in-one solution
  • Can be powered by live chat for continuous customer experience
  • ‘Failed searches’ report that shows some knowledge gaps of your help center
  • Customizable SEO settings for articles and an entire knowledge base
  • Overall appearance customization.

Cons:

  • No role-based access control
  • Not suitable for internal knowledge bases
  • Not multilingual.

Conclusion:

HelpCrunch is a great knowledge management system for SMBs and startups who want to create a nice and modern help center for their customers. Users will enjoy its simple design, convenient editor and live chat integration for better customer communication.

If you’re an enterprise looking for something big, multi-level and multilingual, you’ll probably be disappointed. However, HelpCrunch is planning to add these features in the future. So, if you’re willing to wait, you can still try it.

2. Zendesk — all-in-one customer service tool #2

Zendesk is one of the oldest customer service solutions on the market. You can find virtually any support feature in their toolset — and knowledge management system is no exception. The pricing for the Zendesk Guide varies from $0 to $50 per agent per month. 

In terms of knowledge management features, Zendesk offers help center and community forums functionality. You can create articles in a rich text editor and customize your help center with custom themes — you know, the usual stuff.

There are also some useful out-of-the-box features such as content history and restoring, access control, or publishing permissions.

All in all, the Zendesk Guide looks like any other knowledge management software unless you integrate it with the Zendesk Support (aka ticketing). And if you do, you’ll be able to enjoy the Knowledge Capture app. It auto suggests relevant content based on customers’ questions and allows you to create new knowledge base articles right from a ticket.

Pros:

  • Has a free version
  • Multilingual content
  • Article import from Google Docs
  • AI-powered Answer Bot that automatically responds to emails (costs at least $50/mo)
  • Content history and restoring
  • Integration with Zendesk’s ticketing system

Cons:

  • Can get expensive once you want more features and live chat integration
  • Not suitable for internal knowledge bases
  • Not customizable SEO settings

Conclusion:

If you’re a big enterprise managing hundreds of customer requests every day, you would enjoy Zendesk’s knowledge base powered by their ticketing functionality.

Otherwise, the Zendesk Guide has a subscription plan for every need and business size, so you will probably find the option for you. So, it’s a decent choice all around.

3. Atlassian — internal knowledge base software

I think the name ‘Atlassian’ is familiar to every project manager or virtually anybody who works by agile methodology. They’re the company behind Jira, one of the most famous issue tracking software.

Atlassian also has their knowledge management software for internal knowledge portals called Confluence, where you can store your company’s information, notes, plans and whatnot. Its prices vary from $5/mo per user to $10/mo per user while there’s also a free version for up to 10 users.

The Confluence knowledge management software comes with templates for all kinds of needs — from project plans to competitive analysis to how-to articles.

On all subscription plans, you have unlimited pages and can see the changes history of each page. If needed, you can roll back to a previous version at any time.

Such features as analytics and user permissions are only available on paid subscription plans. Moreover, if you decide to pay for Confluence, you’ll get access to the ‘anonymous access’ feature which will allow you to make your knowledge base public.

Pros:

  • Has a free version for up to 10 people
  • Handy templates for different tasks and purposes

Cons:

  • Limited appearance customization
  • Not the best choice for a public knowledge base
  • Can get expensive for big teams

Conclusion:

Confluence is a great choice for small businesses that only need knowledge management software for internal use. You can create a simple and nice private knowledge base for free and call it a day.

The price can get a little unpleasant if your team consists of more than 10-20 people. So, you decide whether you’re ready to pay a few hundred bucks for your internal knowledge base. Or maybe it makes more sense to keep it in your customer support software.

4. ProProfs — one-size-fits-all knowledge management software

ProProfs offers a set of different tools for all kinds of purposes — from live chat to training maker to even brain games. And yes, it includes knowledge management software

The ProProfs Knowledge Base has a different pricing system. They charge per page, not per user. So, each knowledge base page will cost you from $0.40 to $0.60 per month. However, you can create up to 20 pages for free.

It offers a rich text editor which, by their own description, looks like Microsoft Word. It has numerous editing tools for styling and formatting, but can feel a little outdated compared. You can make your knowledge base crawlable and available for search engines and specify meta descriptions for each page.

If you choose the Premium subscription, you’ll be able to assign roles and permissions for effective collaboration. Also, ProProfs allows importing files or docs and track up to 30 page revisions.

In terms of appearance customization, you can choose any of the default knowledge base themes and customize it with your brand logo and color scheme. There are templates for all kinds of purposes like user manuals, wikis, technical documentation, or private knowledge bases. However, the last option is accessible only on the Premium subscription which costs $0.60/page per month.

Pros:

  • Rich text editor
  • Has a free version for up to 20 pages
  • Unusual pricing system, where you pay for pages
  • Numerous themes to choose how your knowledge base will look like
  • Some useful integrations

Cons:

  • The text editor can feel a little outdated at times
  • Can get expensive for big knowledge bases

Conclusion:

It seems like ProProfs offers some great solutions for any kind of business. 

Have a small knowledge base that consists of 20 pages? Go with the free version. Want more? Pay $0.40 for each page you want. Need advanced features or private access? Cash up $0.60 per page and enjoy full functionality. 

The other downside that I see is that ProProfs’ text editor is an acquired taste. It does have all the necessary formatting features and even more, but looks and feels a little bit outdated.

5. HelpJuice — comprehensive knowledge management software

HelpJuice is an undeniable leader in the world of stand-alone knowledge management software, which shows in their pricing. The cheapest subscription plan costs $120/mo for 4 users while the Premium account with unlimited seats goes for $660/mo. (*Small businesses and startups left the chat*)

On the plus side, they all have the same full feature pack and the only difference is in the number of users. So, what are those amazing features that cost so much?

The text editor by HelpJuice is rich in features and, what’s also important, feels modern and intuitive. It has all the necessary collaboration features so that multiple authors can work on one article and not bother each other.

There are several levels of access that you can set for your knowledge base — public, URL-based, internal, and for specific users. In terms of customization, there are several pre-made templates that you can choose from. They’re fully customizable.

HelpJuice offers some powerful knowledge base analytics — articles’ performance in all kinds of numbers and graphs, search terms people use, authors’ activity, etc. It’s really insightful and can help you improve constantly.

Pros:

  • Rich functionality
  • Rich appearance customization
  • Suitable for internal and external knowledge bases
  • Insightful reports

Cons:

  • Price
  • No integrations

Conclusion:

If you’re the kind of startup that can spend a couple of hundreds of dollars on knowledge management software each month, then HelpJuice can be great for you. Otherwise, this is the product for big companies and enterprises.

Sure, it has the widest set of knowledge base features and very detailed analytics, but you won’t be able to integrate it with other customer service tools if you have any. So, be aware that you might end up running several disconnected tools.

Bottom line

If you’re looking for knowledge management software that has tons of out-of-the-box features, then stand-alone solutions like HelpJuice or ProProfs are an obvious choice.

But if you ask me, I would choose an all-in-one solution like HelpCrunch or Zendesk any day of the week. It’s just that as feature-rich as those dedicated tools are, you will inevitably end up running tons of them separately and get overwhelmed.

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Anastasiia Khlystova

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