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All 57 Knowledge Base Platforms Compared

Welcome to the definitive source for comparing and selecting knowledge base platforms. Here you will find our master list of every platform and tool we could find that can be used to create customer support documentation.

A support center can go by many different names: Knowledgebase, FAQ, self-service portal, help center, support portal, help desk, help authority tools (HAT) and more. But they all serve the same purpose: to inform and educate users.

We won’t be listing platforms that merely enable team collaboration on writing projects. The end results must be for end users in order to be included in our list. Any website creation tool could also be used for eventually building a help center, but since they aren’t a special purpose, we won’t be listing any Static Site Generators (SSG).

All 57 Technical Documentation Platforms Compared

Our purpose in creating and maintaining this list is to help anyone responsible for deploying a support system to quickly and painlessly identify which platforms and tools are the very best fit to meet their particular support experience design goals within their budgetary constraints.

If you are trying to build or rebuild an online customer-facing support platform for your company and need help navigating through all these options, feel free to leave a comment below or reach out to us directly.

We put together a scatter plot that ranks each knowledge base platform based on two dimensions: Knowledge Base Feature Strength and Knowledge Base Business Strength.

Knowledge Base Feature Strength is a number that was calculated by looking at how many features each knowledge base tool had, and the relative, subjective importance of each feature. You’ll definitely want to reach out to us to layer in your own feature importance scoring before deciding on a solution.

Likewise, Knowledge Base Business Strength is a number that was derived from certain business-related qualities of each company, and our own (subjective) scoring of the importance of those qualities. There too, you’ll want to give your own importance rating to derive your own, custom scatter plot:

Any company looking for a technical documentation support solution or knowledge base platform should consider going through each item on this list one by one to determine how important each feature is for their particular use case. We highly recommend scheduling several 1-2 hour-long meetings with cross-department representation from your support teams, marketing teams, security teams, or sales teams for the purpose of evaluating each feature and its importance in your organization..

Of special importance is the field titled, Top Five Other Knowledge Base Platforms with Most Similar Features, in Order. For each tool, we looked at the feature sets of competitors to come up with their top closest competitors from a data-driven, feature-focused perspective.

You can also click here to jump straight to the list of features that we’ve uncovered for each text analytics platform.

We want this research report to be mobile friendly, so we’ve nested five different methods of ranking these text analytics tools. Click on each to expand the ordered list:

ToolAge
HotDocs23.8 Yrs
Intercom23.8 Yrs
Help and Manual23 Yrs
Web Help Desk19.7 Yrs
Kayako18.8 Yrs
Madcap Doc-To-Help18.0 Yrs
Knowledge Powered Solutions17.9 Yrs
Spiceworks17.3 Yrs
Confluence17.1 Yrs
Vivantio16.4 Yrs
MindTouch15.7 Yrs
WinCHM15.5 Yrs
Dr.Explain15.3 Yrs
PHPKB14.8 Yrs
madcap Flare14.4 Yrs
HelpNDoc14.3 Yrs
Screensteps13.7 Yrs
KBPublisher13.5 Yrs
Faasthelp12.3 Yrs
Bloomfire10.7 Yrs
KnowledgeOwl10.3 Yrs
Freshdesk10.3 Yrs
Read the Docs10.2 Yrs
HelpScout9.8 Yrs
RoboHelp9.8 Yrs
Papyrs9.8 Yrs
Helpjuice9.1 Yrs
Happy Fox9.0 Yrs
UseResponse8.8 Yrs
Microsoft Sandcastle8.3 Yrs
HeroThemes7.3 Yrs
ReadMe7.1 Yrs
Cayzu6.6 Yrs
Helprace6.2 Yrs
Moxie Knowledge Base6.1 Yrs
Support Hero6.0 Yrs
Teamwork Desk5.5 Yrs
HelpSite5.1 Yrs
Help Crafter4.8 Yrs
Corilla4.8 Yrs
ComAround4.6 Yrs
Nuclino4.6 Yrs
SlimFAQ4.5 Yrs
Paligo4.4 Yrs
HelpDocs4.2 Yrs
Service Cloud4.1 Yrs
AllAnswered5 Yrs
KocharSoft4.0 Yrs
Zoho Desk3.9 Yrs
Whatfix3.7 Yrs
RightAnswers3.0 Yrs
Zendesk2.7 Yrs
Crisp2.7 Yrs
Sabio2.5 Yrs
Document3602.3 Yrs
Desk2.3 Yrs
Helpie KB2.2 Yrs
Timelapse2.2 Yrs
Koho2.2 Yrs
Knowmax1 Mo

What elements do you find important when deciding on a customer support center platform? Let us know in the comments below!




Koho


Koho

Koho Comparison Details

Free trial: Yes

Pricing: $65/License/Month

Feature summary: Service Management, Request Portal, Service Desk

Age of Software/Company: 2.2 Yrs

Special features:

Industry thought leadership blog: Click to visit blog.

Top five other Knowledge Base tools with the most similar features, in order:

  • Adobe Sign
  • Alexa
  • API
  • AWS SageMaker
  • DocuSign
  • ERP
  • External System Adapter
  • TensorFLow



  • Help Crafter


    Help Crafter

    Help Crafter Comparison Details

    Free trial: 14 Days

    Pricing: None

    Feature summary: Help Authoring Tool for Mac only

    Age of Software/Company: 4.8 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:



    Moxie Knowledge Base


    Moxie Knowledge Base

    Moxie Knowledge Base Comparison Details

    Free trial: No

    Pricing: $119/Month/Author

    Feature summary: Knowledge Base Software Management and Reporting

    Age of Software/Company: 6.1 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Adobe Omniture
  • Google Analytics



  • Paligo


    Paligo

    Paligo Comparison Details

    Free trial: 30 Days

    Pricing: $1428 per year

    Feature summary: The Next Generation of Technical Documentation

    Age of Software/Company: 4.4 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Algolia
  • Amazon S3
  • Bitbucket
  • DeltaXML
  • Disqus
  • FreshDesk
  • FTP
  • GitHub
  • Google Analytics
  • Google Tag Manager
  • Intercom
  • MemSource
  • Mixpanel
  • Oxygen
  • Salesforce
  • Swiftype
  • Zendesk
  • Zoomin


  • What makes Paligo Unique:

    Here are some of our outstanding features, when put together make a quite unique system in this industry for power with simplicity: XML-based cloud solution that offers powerful features with a friendly interface – normally these two are polar opposites in this market.Integrated server and database architecture in the background available for a simple monthly license fee. Enterprise-level functionality for companies of any size, from the smallest to the largest enterprises. All the tools needed in one platform – authoring, collaboration, publishing, translation management, and version management.Cloud-based, so no need to install applications, will work on any OS and updates are immediately available to everyone.Awesome reuse features like reuse text fragments, multi-dimensional variables and filters, etc. They allow your content to be reused in many different publications and outputs.Highly customizable output to create modern results that match a customer’s styling requirements.Management appreciates the great efficiencies that Paligo directly affects such as reduced translation costs, quick multi-channel publishing and inherent consistency within the writing team due to structure authoring.



    Document360


    Document360

    Document360 Comparison Details

    Free trial: 14 Days

    Pricing: $49/Project/Month

    Feature summary: Self Service Knowledge Base Software

    Age of Software/Company: 2.3 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Disqus
  • FreshDesk
  • Google Analytics
  • Intercom
  • Olark
  • Segment
  • Slack
  • Webhooks
  • Zendesk


  • What makes Document360 Unique:

    The most important or popular features of Document360 are as follows:Rich Editor: Document360 comes with a clean Markdown editor (built pretty much from scratch) giving seamless experience for the authors to focus purely on the content and not worry too much about formatting.

    Category Manager: Organising your articles is the core of any knowledge base solution. Document360 comes with intutive treeview based category manager with options like drag & drop, unlimited hierarchy, hide and rename.

    Backup & Restore: Ability to roll back to any previous version like a time machine. Accidents do happen when multiple people are involved in your knowledge base. Document360 backup/restore will help you to restore to previous good copies.

    Version Control: Your knowledge base articles are not static. It requires regular enhancements. Traditional knowledge bases just overwrites the content without any history. Document360 however maintains the full history and give option to restore to any previous versions if required.

    Real time Search: These days people do not navigate your knowledge base, rather they want to search and find the relevant content. Document360 comes with super powerful real time search capability.



    Corilla


    Corilla

    Corilla Comparison Details

    Free trial: Yes

    Pricing: $0/Month

    Feature summary: Collaborative publishing tools for technical writers

    Age of Software/Company: 4.8 Yrs

    Industry thought leadership blog: None

    Top five other Knowledge Base tools with the most similar features, in order:

  • Slack



  • KBPublisher


    KBPublisher

    KBPublisher Comparison Details

    Free trial: 30 Days

    Pricing: $198/Individual License

    Feature summary: KB with Search, Mobile Support, Security and Automation

    Age of Software/Company: 13.5 Yrs

    Special features:

    Industry thought leadership blog: None

    Top five other Knowledge Base tools with the most similar features, in order:

  • Amazon S3


  • What makes KBPublisher Unique:

    KBPublisher’s unique features that make it stand out are:Easy and intuitive to use. Fast, lean and mean. Those are the keywords for KBPublisher.

    Convenient Article Drafts. Modify existing published articles without interfering with live publications.

    Automated Workflow. Automate processes for reviewing, approving, and publishing articles.

    Single Sign On LDAP authentication, SAML integration, Social authentication.



    Helpie KB


    Helpie KB

    Helpie KB Comparison Details

    Free trial: 30 Days

    Pricing: $49/Single Site License/Year

    Feature summary: WordPress Knowledge Base Plugin

    Age of Software/Company: 2.2 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Elementor
  • Woocommerce
  • WordPress


  • What makes Helpie KB Unique:

    Helpie knowledge base stands out from the crowd because in addition to having most important features, it gives you more power packed and useful features like:

    Front-end Editor – You could Add and Edit contents from the Front-end of the KB with a Text and Media rich editor.

    Multi-tier Content Restriction – You can restrict access not only for logged in users, topics but also for every single page and to every single user.

    Revision System – Reviewers can go through current and previous revisions and publish any of the available revisions.

    Powerful search – The search bar should be visible and should perform a quick search matching all the words which are searched.

    Navigation – Users should be able to easily navigate their way in and out of the knowledge base. You could use widgets like Table of Contents, Breadcrumbs etc.,

    Branding and Styling – Use your creativity to customise to your Brand’s styling and change template layouts.

    Insights – It has useful insights like what users are searching, which content is Most Liked, Most Read, Most Disliked etc., so that you know if your knowledge base contents are useful or not.



    AllAnswered


    AllAnswered

    AllAnswered Comparison Details

    Free trial: 14 Days

    Pricing: $5/User/Month

    Feature summary: All-In-One Knowledge Base System for Teams (Communities, Notifications, Dashboards)

    Age of Software/Company: 5 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • AD FS
  • Autho
  • Azure Active Directory
  • Bitbucket
  • CodePen
  • Draw.io
  • Figma
  • G Suite
  • GitHub
  • Google Docs
  • Google Forms
  • Google G Suite
  • Google Sheet
  • Google Slide
  • Invision
  • Microsoft Dynamics 365
  • Microsoft Teams
  • Okta
  • OneLogin
  • Pastebin
  • Rest API
  • Slack
  • Slideshare
  • Spotify
  • SSO
  • Vimeo
  • WISTIA
  • YouTube
  • ZEPLIN


  • What makes AllAnswered Unique:

    AllAnswered offers an all-in-one Knowledge Management System (KMS). It is your team’s collective brain. Our customers report more than 18% productivity boost on average after using AllAnswered.

    AllAnswered is optimized for capturing both explicit and tacit knowledge. It supports advanced Wiki pages for documenting explicit knowledge and Questions & Answers (Q&As similar to Quora and Stack Overflow) to capture tacit knowledge. With the built-in workflow and AI assistant, AllAnswered keeps your knowledge content always up-to-date. AllAnswered organizes your team knowledge by communities. You can create communities for groups, departments, products, projects, or any common interest. A community can be either an open community or a private community.

    AllAnswered integrates with tools that you use on a daily basis so you will have the information you need at your fingertips without jumping between tools. The featured 3rd party integrations include Slack, Microsoft Teams, Jira, Github, G-Suite, and many more. Check out our integration page for details.



    Vivantio


    Vivantio

    Vivantio Comparison Details

    Free trial: 14 Days

    Pricing: $48/User/Month

    Feature summary: Flexible Software, Focused Solution | Scalable ITSM Software (Task Management, Service Management, SLAs)

    Age of Software/Company: 16.4 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Azure
  • JIRA
  • Okta
  • Salesforce
  • SCIM Provisioning
  • TFS



  • HelpSite


    HelpSite

    HelpSite Comparison Details

    Free trial: Yes

    Pricing: $0/Month

    Feature summary: Make a Knowledge Base Support Center – for Free (Knowledge Base and Support Center Software)

    Age of Software/Company: 5.1 Yrs

    Industry thought leadership blog: None

    Top five other Knowledge Base tools with the most similar features, in order:

  • Gmail
  • Groove
  • Help Scout
  • Olark
  • Salesforce
  • Tawk.to
  • Zendesk
  • Zopim


  • What makes HelpSite Unique:

    HelpSite users love that we are the simplest way to get a hosted knowledge base online. Unlike our main competitors who often focus on help desk ticketing and a thousand other features, we exclusively focus on helping you create a knowledge base.

    Our users also love our UI, how well our WYSIWYG editor works, and that the help sites they can publish are mobile friendly and have very fast and effective search. Finally, we offer a smart contact form, which helps reduce customer support queries by suggesting relevant articles as the user is typing their message.

    We are also affordable, even offering a completely free plan that supports custom domains.



    Nuclino


    Nuclino

    Nuclino Comparison Details

    Free trial: Yes

    Pricing: $0/User/Month

    Feature summary: The easy knowledge base for teams (Version Control, Markdown, Search, Mobile Documents)

    Age of Software/Company: 4.6 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Autho
  • CodePen
  • Draw.io
  • Dropbox
  • Figma
  • Gliffy
  • Google Docs
  • Google Drawings
  • Google Drive
  • Google G Suite
  • Google Map
  • Google Sheet
  • Google Slide
  • JSfiddle
  • Loom
  • Lucidchart
  • Microsoft Active Directory
  • OneDrive
  • OneLogin
  • Plunker
  • Prezi
  • Slack
  • SoundCloud
  • Spotify
  • Vimeo
  • YouTube



  • Timelapse


    Timelapse

    Timelapse Comparison Details

    Free trial: 30 Days

    Pricing: $29/Month

    Feature summary: Knowledge Base & Help Center Software

    Age of Software/Company: 2.2 Yrs

    Industry thought leadership blog: None

    Top five other Knowledge Base tools with the most similar features, in order:

  • Google Analytics



  • ComAround


    ComAround

    ComAround Comparison Details

    Free trial: 30 Days

    Pricing: $45/User/Month

    Feature summary: Knowledge Management Software, Self Service & KCS (Tools for Knowledge Management, Video Recorder)

    Age of Software/Company: 4.6 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Avaya
  • BMC
  • Cherwell
  • Dropbox
  • Firefox
  • Genesys
  • Google Analytics
  • Google Chrome
  • Google Drive
  • Manage Engine
  • MarVal
  • Microsoft Office
  • PureService
  • Salesforce
  • ServiceNow
  • WordPress



  • Whatfix


    Whatfix

    Whatfix Comparison Details

    Free trial: Yes

    Pricing: None

    Feature summary: Support Platform, Onboarding, Reduce Support Overhead

    Age of Software/Company: 3.7 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Firefox
  • Google Chrome
  • Salesforce



  • Madcap Doc-To-Help


    Madcap Doc-To-Help

    Madcap Doc-To-Help Comparison Details

    Free trial: 30 Days

    Pricing: $1098 Perpetual License

    Feature summary: Authoring and Publishing using Microsoft Word

    Age of Software/Company: 18.0 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Disqus
  • Microsoft Office
  • Microsoft SharePoint



  • Papyrs


    Papyrs

    Papyrs Comparison Details

    Free trial: 14 Days

    Pricing: Personal Wiki Free

    Feature summary: Company Intranet and Wiki Software

    Age of Software/Company: 9.8 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Google Analytics
  • Google Docs
  • Google Drawings
  • Google Drive
  • Google G Suite
  • Google Sheet
  • Google Slide
  • Slack
  • YouTube


  • What makes Papyrs Unique:

    What makes Papyrs stand out as unique? As mentioned above, improving engagement and encouraging people to contribute to knowledge systems is how they grow. Having an easy to use editor was an important part of the design for Papyrs. Everybody can create all kinds of pages with drag & drop features, from text-heavy documentation pages in the style of a wiki, to interactive pages with widgets like polls, discussions, videos, and custom forms (for structured data and collecting requests). There is also a complete version history, so people can always roll back changes, or get notified when content has been updated.

    In terms of finding data back quickly, Papyrs has find-as-you-type search (incremental search) which looks through all content in pages, discussions, and uploaded document files. People can also customize the site’s navigation and menu bar for quick access to most the popular content.



    SlimFAQ


    SlimFAQ

    SlimFAQ Comparison Details

    Free trial: Yes

    Pricing: $0 USD

    Feature summary: Easy FAQs with Integrations and Customization

    Age of Software/Company: 4.5 Yrs

    Industry thought leadership blog: None

    Top five other Knowledge Base tools with the most similar features, in order:

  • Intercom
  • iOS
  • Shopify
  • Turbolinks
  • WordPress
  • Zapier



  • PHPKB


    PHPKB

    PHPKB Comparison Details

    Free trial: 30 Days

    Pricing: $0/User/Month

    Feature summary: Article Management, Multilingual Support, User Groups Access

    Age of Software/Company: 14.8 Yrs

    Special features:

    Industry thought leadership blog: None

    Top five other Knowledge Base tools with the most similar features, in order:


    What makes PHPKB Unique:

    Accelerate the power of Knowledge Management with PHPKB Software, a product that’s been designed and built with 18+ years’ experience building software. Create & Manage Knowledge Base Documentations Effectively To Reduce Support Tickets, Increase Productivity, Improve User Experience And Scale Your Customer Support Operations.

    PHPKB is perfect for any team, department, company or organization looking for a useful way to securely, easily and meaningfully share knowledge. PHPKB allows teammates to quickly and securely share information in a dynamic and social environment. When every piece of content is centralized and searchable, teams can access information when they need it, from any device. Employees spend upwards of 20% of their time looking for information, PHPKB reduces that time to increase productivity and efficiency. Upgrade your knowledge management software today and see what PHPKB can do for you.

    What makes PHPKB Unique?

    • WCAG 2.1 AA, ADA, Section 508 Compliance
    • Content Approval & Workflow Engine
    • Document Version Control
    • Knowledge Base API
    • Responsive Design & SEO Friendly
    • Event Log of all user actions
    • Clean & Secure Code



    HotDocs


    HotDocs

    HotDocs Comparison Details

    Free trial: Unknown

    Pricing: None

    Feature summary: Document Assembly Software: Automation & Compilation

    Age of Software/Company: 23.8 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:



    madcap Flare


    madcap Flare

    madcap Flare Comparison Details

    Free trial: 30 Days

    Pricing: $0

    Feature summary: Help Authoring Tool (HAT) – Online Help Software & More (Technical Documentation Software)

    Age of Software/Company: 14.4 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Salesforce
  • ServiceNow
  • Zendesk



  • KocharSoft


    KocharSoft

    KocharSoft Comparison Details

    Free trial: Unknown

    Pricing: None

    Feature summary: Mobile Knowledge Management Solutions

    Age of Software/Company: 4.0 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Ameyo
  • Freshchat
  • FreshDesk
  • Next in Queu
  • Salesforce
  • Zendesk



  • Support Hero


    Support Hero

    Support Hero Comparison Details

    Free trial: Unknown

    Pricing: None

    Feature summary: Self Help Knowledge Base to Educate Clients

    Age of Software/Company: 6.0 Yrs

    Industry thought leadership blog: None

    Top five other Knowledge Base tools with the most similar features, in order:

  • Salesforce
  • UserVoice
  • Zendesk



  • Spiceworks


    Spiceworks

    Spiceworks Comparison Details

    Free trial: Yes

    Pricing: $0/User/Month

    Feature summary: IT Help Desk Software

    Age of Software/Company: 17.3 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Azure
  • Dropbox



  • UseResponse


    UseResponse

    UseResponse Comparison Details

    Free trial: Yes

    Pricing: $39/Month

    Feature summary: Feedback, Knowledge Base, Help Desk, Live Chat Software

    Age of Software/Company: 8.8 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Google Analytics
  • JIRA
  • Salesforce
  • Slack
  • Zapier


  • What makes UseResponse Unique:

    The main features that sets apart UseResponse knowledge base software are:Multi-lingual: ability to create a separate knowledge base for each language

    Multi-brand: can create a separate knowledge base for each product from your company

    Internal and External: create a public knowledge base for your customers, or a private for your internal teams

    Self-hosted: our solution has a self-hosted package which is helpful for strict data storage requirements or custom development use cases

    All-in-one solution: knowledge base by UseResponse is a part of an ecosystem along with feedback, live chat and feedback modules that could be used separately or in combination with any other modules.



    HelpDocs


    HelpDocs

    HelpDocs Comparison Details

    Free trial: 14 Days

    Pricing: $49/Month

    Feature summary: Self-Service Knowledge Base to Educate Your Customers

    Age of Software/Company: 4.2 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Belco
  • Chatra
  • Crisp
  • Disqus
  • Doorbell
  • Drift
  • Elevio
  • Feedier
  • Front
  • FullStory
  • Gainsight PX
  • Google Analytics
  • Google Chrome
  • Gorgias
  • GoSquared
  • Hotjar
  • Hyperping
  • Intercom
  • Kommunicate
  • Lighthouse
  • LiveChat
  • Lucidchart
  • Segment
  • Slack
  • Smooch
  • Statuspage



  • Dr.Explain


    Dr.Explain

    Dr.Explain Comparison Details

    Free trial: No

    Pricing: $250/Multi-User License

    Feature summary: Documenting User Interfaces, Generating Help Files

    Age of Software/Company: 15.3 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:



    Helpjuice


    Helpjuice

    Helpjuice Comparison Details

    Free trial: 14 Days

    Pricing: $120/4Users/Month

    Feature summary: Easy Editing, Analytics, Knowledge Base, Dashboard

    Age of Software/Company: 9.1 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Google Chrome
  • Olark
  • Salesforce
  • Slack
  • Zapier
  • Zendesk


  • What makes Helpjuice Unique:

    Analytics, Search, Customizability is absolutely key. Without those 3 you may as well use WordPress, which is a good solution for under 100 searches per month, but if you plan on actually getting usage, want to understand how to make it better, and have a good user experience, those 3 features are key.

    Our pricing is dead-simple and affordable as we only have 2 plans: Limited and Unlimited. And finally, our Support is rockstar status, as we personally onboard every single client and help them by importing their existing content, as well as customizing it – all free of charge, to make sure they are more successful with their knowledge base goals.



    Help and Manual


    Help and Manual

    Help and Manual Comparison Details

    Free trial: 30 Days

    Pricing: $499/User/For Life

    Feature summary: Multi Author Editing, Multi Channel Publishing, Single Source Projects

    Age of Software/Company: 23 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Google Analytics
  • Microsoft Office


  • What makes Help and Manual Unique:

    Help and Manual stands out from the crowd because of the following features:Ease of use: Most users praise how easy it is to use Help+Manual compared to other systems.

    Reliability and support: Help+Manual is a mature application that authors have depended on for over twenty years. Support is fast and personal, delivered by the people who developed the program and wrote the documentation. When problems do arise they are generally solved very quickly, often overnight.

    Output formats: All bases are covered with support for WebHelp, CHM, PDF, DOCX, Kindle, ePub, Windows eBooks and Visual Studio documentation formats.

    Flexibility: Users love the ability to publish to any output format at any time, including support for multiple tables of contents and including and excluding content on any level.

    Team support: Team members can collaborate on the same projects both in the same office and remotely, thanks to both native multi-user editing and active support for version-control-based collaboration.

    Localization and translation: Plain text 100% XML projects that can be processed directly by translation memory.



    Helprace


    Helprace

    Helprace Comparison Details

    Free trial: No

    Pricing: $10/Agent/Month

    Feature summary: Tickets & Email Management, Community & Feedback, Docs & KB

    Age of Software/Company: 6.2 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Google Analytics
  • WordPress


  • What makes Helprace Unique:

    We get told that Helprace is a very simple and intuitive customer service software. What really sets Helprace apart is the lengths we went to integrate the knowledge base with the email-based help desk. Our software is also very popular with small businesses and startups – those who want to collect feedback or build an audience around their product.



    HelpNDoc


    HelpNDoc

    HelpNDoc Comparison Details

    Free trial: Yes

    Pricing: None

    Feature summary: Word Processor, WYSIWYG, Multiformat

    Age of Software/Company: 14.3 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:


    What makes HelpNDoc Unique:

    HelpNDoc is a single source help and documentation authoring environment. While working and updating the documentation project, HelpNDoc provides powerful features to simplify the process: an advanced project analyzer to fix common mistakes, a live spell checker, conditional content generation based on topic status, output format or custom tags.

    Once the documentation is written, it can be exported to multiple documentation formats without additional efforts, thus providing plenty of options for the end-user: responsive HTML web-sites, Word or PDF documents, ePub or Kindle eBooks, CHM or Qt help files. All those generated formats can be fully customized thanks to the powerful template system built into HelpNDoc, allowing seamless integration of the knowledge base in an existing product of web-site.



    Crisp


    Crisp

    Crisp Comparison Details

    Free trial: Forever

    Pricing: Free

    Feature summary: Live Chat, Integrations, Knowledge, Campaigns

    Age of Software/Company: 2.7 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Chatbot
  • Cloudflare
  • Hubspot
  • Joomla
  • Line
  • Mailchimp
  • Messenger
  • Pipedrive
  • Prestashop
  • Salesforce
  • Segment
  • Shopify
  • Slack
  • Telegram
  • Twilio SMS
  • Twitter
  • Whatsapp
  • WHMCS
  • Zapier
  • Zendesk
  • Zoho



  • Knowledge Powered Solutions


    Knowledge Powered Solutions

    Knowledge Powered Solutions Comparison Details

    Free trial: Unknown

    Pricing: None

    Feature summary: Knowledge Management Software

    Age of Software/Company: 17.9 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:



    WinCHM


    WinCHM

    WinCHM Comparison Details

    Free trial: No

    Pricing: $129/User

    Feature summary: Help Authoring Software, Templates, WYSIWYG

    Age of Software/Company: 15.5 Yrs

    Industry thought leadership blog: None

    Top five other Knowledge Base tools with the most similar features, in order:

  • Microsoft Office



  • Web Help Desk


    Web Help Desk

    Web Help Desk Comparison Details

    Free trial: 14 Days

    Pricing: None

    Feature summary: Service Request Fulfillment, Help Desk Management

    Age of Software/Company: 19.7 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Azure
  • Dameware
  • Gmail
  • Google Analytics
  • Google Chrome
  • Google G Suite
  • JIRA
  • Microsoft SharePoint
  • OpsGenie
  • PagerDuty
  • PerfStack™
  • Slack
  • Zapier



  • RightAnswers


    RightAnswers

    RightAnswers Comparison Details

    Free trial: 14 Days

    Pricing: None

    Feature summary: Enterprise-Ready Software Platform for Knowledge Management

    Age of Software/Company: 3.0 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • BMC
  • Google Docs
  • Google Drawings
  • Google Drive
  • Google G Suite
  • Google Sheet
  • Google Slide
  • NetSuit CRM
  • ServiceNow
  • Slack



  • KnowledgeOwl


    KnowledgeOwl

    KnowledgeOwl Comparison Details

    Free trial: No

    Pricing: $79/Month

    Feature summary: API, Help Articles, Feedback Systems, Glossaries, Reporting, Search

    Age of Software/Company: 10.3 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • FreshDesk
  • Google Analytics
  • Hotjar
  • Salesforce
  • Zendesk


  • What makes KnowledgeOwl Unique:

    One Product, One Focus. A lot of knowledge bases are add-ons to other products, like help ticketing software, where it’s clear the primary product and development focus is not on the knowledge base. At KnowledgeOwl, this is our only product, so we solve a lot of the problems directly that other tools prompt you to find workarounds for.

    Aside from that, some of our favorite features are our customizability (you can add custom CSS and custom HTML to your knowledge base overall as well as individual articles/categories); our embeddable widget; our customizable administrative roles and content restrictions; our flexible architecture (we won’t limit you to a set number of hierarchical levels in organizing your content); defining search synonyms; our built-in glossary with highlighting; integrations with SSO/SAML for easier access management; and our transparent pricing structure.



    HeroThemes


    HeroThemes

    HeroThemes Comparison Details

    Free trial: No

    Pricing: $149/Year

    Feature summary: Popular Customizable WordPress Knowledge Base

    Age of Software/Company: 7.3 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Slack
  • WordPress



  • Teamwork Desk


    Teamwork Desk

    Teamwork Desk Comparison Details

    Free trial: Fully Free

    Pricing: Free

    Feature summary: Ticket Management, Reports, Help Docs

    Age of Software/Company: 5.5 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Chatify
  • ChurnZero
  • Easy Insight
  • Elevio
  • Float
  • FreshDesk
  • Google G Suite
  • Hubspot
  • Integromat
  • PieSync
  • Slack
  • Zapier
  • Zendesk
  • Zoho



  • MindTouch


    MindTouch

    MindTouch Comparison Details

    Free trial: 30 Days

    Pricing: None

    Feature summary: Smart Knowledge Base, Reliable Reporting

    Age of Software/Company: 15.7 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Adobe Omniture
  • Five9
  • Gainsight PX
  • Genesys
  • Hotjar
  • Mixpanel
  • Pendo
  • Salesforce
  • SAP
  • Zendesk



  • Happy Fox


    Happy Fox

    Happy Fox Comparison Details

    Free trial: No

    Pricing: Request Pricing

    Feature summary: Help Desk Software, Self-Service Knowledge Base

    Age of Software/Company: 9.0 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Aircall
  • Azure
  • Baremetrics
  • Batchbook
  • Big Commerce
  • Chargify
  • ChartMogul
  • Clearbit
  • Delighted
  • Facebook
  • FreshBooks
  • FullContact
  • GitHub
  • Highrise
  • Hubspot
  • Infusionsoft
  • Insightly
  • JIRA
  • LogMeIN
  • Magento
  • Mailchimp
  • Microsoft Dynamics 365
  • Mixpanel
  • NiceReply
  • Okta
  • OneLogin
  • Pipedrive
  • RingCentral
  • Salesforce
  • Shopify
  • Slack
  • SmartSignin
  • Stripe
  • SugarCRM
  • SurveyMonkey
  • Twitter
  • WordPress
  • Zapier
  • Zoho



  • Sabio


    Sabio

    Sabio Comparison Details

    Free trial: Yes

    Pricing: $8/User/Month

    Feature summary: Knowledge Management Software Solutions

    Age of Software/Company: 2.5 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • CX Company
  • FreshDesk
  • HelpLine
  • Inexso ERM
  • NovoMind
  • Optimise-it
  • Salesforce
  • Sematell
  • Zendesk



  • ReadMe


    ReadMe

    ReadMe Comparison Details

    Free trial: Yes

    Pricing: $0/Month

    Feature summary: Enterprise ReadMe for Complex Projects

    Age of Software/Company: 7.1 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Google Analytics
  • Intercom
  • Localize
  • Slack
  • Transifex
  • TypeKit
  • Zendesk



  • HelpScout


    HelpScout

    HelpScout Comparison Details

    Free trial: 15 Days

    Pricing: $25/User/Month

    Feature summary: Personalized: Knowledge Bases, Live Chat, & Support Tickets

    Age of Software/Company: 9.8 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • ActiveCampaign
  • Aircall
  • AppFollow
  • BriteVerify
  • Bronto
  • Campaign Monitor
  • Campfire
  • Capsule
  • ChannelReply
  • ChargeDesk
  • Chatra
  • Churn Buster
  • Clockify
  • Close
  • CloudTalk
  • Constant Contact
  • ContactUs
  • Copper
  • Custom Apps
  • Cyfe
  • Databox
  • Drift
  • Elevio
  • Facebook
  • Fivetran
  • Fleep
  • Flowdock
  • FormKeep
  • FreshBooks
  • FullContact
  • FullStory
  • Geckoboard
  • Gmail
  • Google Sheet
  • Gravity Forms
  • Help Desk
  • Heymarket
  • Highrise
  • Hively
  • Hubspot
  • iCloud
  • Infusionsoft
  • Integromat
  • Intercom
  • Iorad
  • JIRA
  • Justcall
  • KissMetrics
  • Klaus
  • Klaviyo
  • LemonStand
  • LiquidPlanner
  • Magento
  • Mailchimp
  • Metorik
  • Mixpanel
  • MySQL
  • NiceReply
  • Olark
  • OnePage CRM
  • Paperform
  • PieSync
  • Pipedrive
  • PipelineDeals
  • Plecto
  • Process Street
  • Pushover
  • Salesforce
  • Salesmachine
  • SamCart
  • Savio
  • Segment
  • Shopify
  • Slack
  • Smooch
  • SnapEngage



  • Kayako


    Kayako

    Kayako Comparison Details

    Free trial: Yes

    Pricing: $15/Month

    Feature summary: Self-Help, Live Chat, Automations

    Age of Software/Company: 18.8 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Autopilot
  • Chargebee
  • Hubspot
  • Mailchimp
  • Marketo
  • Paypal
  • Recurly
  • Shopify
  • Slack
  • Stripe
  • Trello
  • Webhooks
  • Wootric
  • Zapier



  • Read the Docs


    Read the Docs

    Read the Docs Comparison Details

    Free trial: Unknown

    Pricing: None

    Feature summary: Multiple Format Technical Documentation

    Age of Software/Company: 10.2 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:



    Intercom


    Intercom

    Intercom Comparison Details

    Free trial: 14 Days

    Pricing: $87/Month

    Feature summary: Modern business messaging at scale

    Age of Software/Company: 23.8 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • 24 Sessions
  • Acute Feedback
  • Aircall
  • Ask a Question
  • Calendly
  • Campaign Monitor
  • Chili Piper
  • Clearbit Reveal
  • Coview
  • Facebook
  • Get a Demo
  • Google Analytics
  • Google G Suite
  • Hubspot
  • JIRA
  • Keap
  • Live Session
  • Mailchimp
  • Marketo
  • Microsoft Dynamics 365
  • Mixpanel
  • Noora
  • Nuacom
  • PieSync
  • Pipedrive
  • Prodsight
  • Productboard
  • Qwick Links
  • Salesforce
  • Segment
  • Shopify
  • Slack
  • Statuspage
  • Stripe
  • Tribe
  • Twitter
  • Typeform
  • Upvote
  • Wootric
  • Zapier
  • Zendesk
  • Zoho
  • Zoomin



  • Freshdesk


    Freshdesk

    Freshdesk Comparison Details

    Free trial: 21 Days

    Pricing: Free

    Feature summary: Customer Support Software and Ticketing System

    Age of Software/Company: 10.3 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Dialstreet
  • Ebay
  • Google Analytics
  • JIRA
  • Mailchimp
  • Microsoft Office
  • Olark
  • Shopify
  • SurveyMonkey
  • Whatsapp
  • Zapier
  • Zoho



  • Zoho Desk


    Zoho Desk

    Zoho Desk Comparison Details

    Free trial: 15 Days

    Pricing: $0/3 Free Agents

    Feature summary: Support Tickets, Dashboards and Knowledge Bases

    Age of Software/Company: 3.9 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Clearbit
  • Google G Suite
  • Hubspot
  • Intercom
  • JIRA
  • Mailchimp
  • Microsoft Office
  • Pipedrive
  • Salesforce
  • Screen Magic
  • Slack
  • Trello
  • Zapier



  • Confluence


    Confluence

    Confluence Comparison Details

    Free trial: Yes

    Pricing: $0/10Users

    Feature summary: Internal and External Content Collaboration

    Age of Software/Company: 17.1 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Amazon S3
  • Bitbucket
  • Facebook
  • JIRA
  • OpsGenie
  • Zapier
  • Zendesk



  • Service Cloud


    Service Cloud

    Service Cloud Comparison Details

    Free trial: Yes

    Pricing: $25/Month

    Feature summary: Customer Service and Customer Support Software

    Age of Software/Company: 4.1 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Active Campaign
  • ActiveCampaign
  • Code Science
  • DocuSign
  • Dropbox
  • Google G Suite
  • HelloSign
  • JIRA
  • LinkedIn
  • Mailchimp
  • Quickbooks
  • Slack



  • Bloomfire


    Bloomfire

    Bloomfire Comparison Details

    Free trial: No

    Pricing: $25/Month

    Feature summary: AI Powered Knowledge Management

    Age of Software/Company: 10.7 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Azure
  • Dropbox
  • Google Chrome
  • Google Drive
  • LinkedIn
  • OneDrive
  • Power BI
  • Salesforce
  • Slack
  • Tabeau
  • Zendesk



  • Desk


    Desk

    Desk Comparison Details

    Free trial: Unknown

    Pricing: None

    Feature summary: Cloud Computing Solutions for Every Business

    Age of Software/Company: 2.3 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:



    Zendesk


    Zendesk

    Zendesk Comparison Details

    Free trial: No

    Pricing: $5/Agent/Month

    Feature summary: Help Desk and Support Tickets

    Age of Software/Company: 2.7 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Aircall
  • Dropbox
  • Five9
  • Intercom
  • JIRA
  • Klaus
  • Mailchimp
  • Slack
  • Trello



  • RoboHelp


    RoboHelp

    RoboHelp Comparison Details

    Free trial: 30 Days

    Pricing: None

    Feature summary: Content Delivery and Authoring Productivity

    Age of Software/Company: 9.8 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:



    Microsoft Sandcastle


    Microsoft Sandcastle

    Microsoft Sandcastle Comparison Details

    Free trial: Unknown

    Pricing: None

    Feature summary: MSDN style, Comprehensive Documentation

    Age of Software/Company: 8.3 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:



    Cayzu


    Cayzu

    Cayzu Comparison Details

    Free trial: Yes

    Pricing: None

    Feature summary: Self-Service Knowledge Base Portals

    Age of Software/Company: 6.6 Yrs

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Capsule
  • Cookiebot
  • Dropbox
  • Facebook
  • FreshBooks
  • Google Analytics
  • Harvest
  • Highrise
  • Hubspot
  • JIRA
  • LiveChat
  • LogMeIN
  • Microsoft Teams
  • Okta
  • Olark
  • OneLogin
  • Quickbooks
  • Salesforce
  • ShareFile by Citrix
  • Skype
  • Slack
  • SugarCRM
  • SuiteCRM
  • SurveyMonkey
  • Tawk.to
  • Twitter
  • Zapier
  • Zoho CRM



  • Screensteps


    Screensteps

    Screensteps Comparison Details

    Free trial: Yes

    Pricing: $180/30Users/Month

    Feature summary: When It Comes To Creating Knowledge Transfer Plans, ScreenSteps Gives You Options

    Age of Software/Company: 13.7 Yrs

    Special features:

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Zendesk



  • Knowmax


    Knowmax

    Knowmax Comparison Details

    Free trial: Yes

    Pricing: None

    Feature summary: Tame Your Knowledge Base Today

    Age of Software/Company: 1 Mo

    Industry thought leadership blog: Click to visit blog.

    Top five other Knowledge Base tools with the most similar features, in order:

  • Freshchat
  • FreshDesk
  • Talkdesk
  • Zendesk






  • FEATURE DESCRIPTIONS

    Supports a knowledge-base wide search function.

    Number of Knowledge Base Tools: 58

    Public Facing Self Help

    If a platform has a support ticket system, then it can more tightly integrate the self-help content with full email support. But this can also be a drawback if you don’t need the ticketing system. Companies that focus just on knowledge base systems often can dedicate more resources to perfecting that specialty. It all depends on what your SaaS company needs.

    Number of Knowledge Base Tools: 57

    Flexible Hierarchy

    Zendesk has three tiers of support content hierarchy hard coded. There are workarounds, but the ideal would be between zero and infinite levels of documentation structure. If you have a very small support center (under 10 articles) then zero is best. But if you have hundreds or even thousands of pieces of technical guides then you may need three, four, or even five levels of depth. Variable or unlimited hierarchy tiers gives you this flexibility.

    Number of Knowledge Base Tools: 56

    Rich Text Editor

    Create documents that include text, images, charts, grids and videos. They are powerful programs and apps, that can be used as standalone applications or as web-based components.

    Number of Knowledge Base Tools: 54

    Multiple Business Roles (SMEs, Developers, Admins, Editors, etc.)

    What features does the platform support to ensure your help content is showing up in the SERPs? Many, many users jump straight to Google and drop in a help center name before entering their search query. You want to make absolutely sure that all of your on-page SEO elements are in place to rank for on-brand (and even off-brand) technical support searches.

    Number of Knowledge Base Tools: 54

    Attach Files to Articles

    Allows article editors and authors to attach files to articles so that users can download those files.

    Number of Knowledge Base Tools: 53

    Easy Article Linking

    In the article editor, this feature makes it very easy to insert links to other existing articles in the knowledge base.

    Number of Knowledge Base Tools: 51

    Insights and Analytics

    It’s annoying when you have to sign on multiple times just to get where you need to. Single sign on support is convenient because it increases productivity of users (since they don’t have to fuss about passwords), and reduces help desk costs because only a few users will have to ask for help to remember their passwords.

    Number of Knowledge Base Tools: 50

    Multi-Language Support

    Also called localization, this means a single knowledge base can have multiple translations of the articles.

    Number of Knowledge Base Tools: 50

    Mobile Support

    Can you make changes to a published article? It’s a basic function. But the ability to save those changes and preview them before publishing is important. Some may even have a public preview feature (no login required) so it’s easier to share tentative versions with external stakeholders.

    Number of Knowledge Base Tools: 49

    Track Article Visits

    Has a method for reporting on how many visitors visit each article, and when those visits occurred.

    Number of Knowledge Base Tools: 49

    API Enhancement

    Another method of organizing content is with tags that can be used in various ways inside the knowledge base platform. Some systems like HelpJuice use tags as categories, so that one article can be accessed via more than one user navigation path. There are pros and cons to this approach, but if you need maximum versatility, then you’ll want an optional tagging system.

    Number of Knowledge Base Tools: 48

    Viewer Controls

    Let the end user/viewer control certain elements of the knowledge base presentation, format, etc.

    Number of Knowledge Base Tools: 48

    Real Time Article Collaboration / Syncronous Editing

    Simultaneous editing, or live editing of the same digital document, computer file or cloud-stored data – such as an online spreadsheet, word processing document, database or presentation – at the same time by different users on different computers or mobile devices, with automatic and nearly instantaneous merging of their edits.

    Number of Knowledge Base Tools: 47

    Version Control

    This is something Authors rarely think about in practice but it can be a critical part of a large database of support content with many authors. You’ll want a system of merging different changes from different sources, and tracking who is working on what content. There may even be version numbers associate with each article version, etc.

    Number of Knowledge Base Tools: 47

    Internal Employee Knowledge Base

    Many customers don’t understand the correct terminology for the problems they are trying to solve. If your search feature supports synonyms then they’ll likely find what they need despite their own lack of technical vocabulary.

    Number of Knowledge Base Tools: 47

    Drag and Drop Builder

    Has a visual editor that allows dragging and dropping of elements in the articles.

    Number of Knowledge Base Tools: 46

    Article Drafting After Publication

    These are essential information to further help you evaluate which areas of your service or product customers need the most help with. Depending on the analytics capabilities, you can examine which authors are getting the most traffic or engagement on their content and you can see which topics are most frequently searched for.

    Number of Knowledge Base Tools: 46

    Workflow Management

    This feature lets companies create support content that is not intended for public consumption. This is important when you have business processes you want to describe, or when your own support team needs some quick and dirty content that isn’t polished for the public.

    Number of Knowledge Base Tools: 45

    Article Change History

    This is different from Version Control in that the changes are simply logged as they occur. With a change history, there is no ability to roll back or merge content. It is nice to see what happened when, and by whom. Change history systems are more straight forward and simply retain saved drafts or publications.

    Number of Knowledge Base Tools: 45

    Incremental Search

    This is the next level of search. Why make your users hit enter when they can see the results as they type? Google implemented this a long time ago, and if you plan on having a moderately sized knowledge base then you’ll want to consider making this a feature of your help journey.

    Number of Knowledge Base Tools: 45

    Built-in Backup & Restore / Rollback

    This quality is part of our definition of what makes a customer knowledge base applicable to this list. So virtually every technical documentation platform that we evaluate will have this attribute. But there are some platforms that focus entirely on internal-only documentation.

    Number of Knowledge Base Tools: 43

    Revision Workflow Built-in

    Responding to support tickets take time and money, and it can be drastically reduced by simply adding article suggestions on contact forms. Dropdowns and menus categorizing their inquiry will help with the suggestions to assist users even before they send a ticket.

    Number of Knowledge Base Tools: 43

    Project Management Features

    Like with the ticketing system, some platforms will have additional project management features that go well beyond help articles. One example is Atlassian, who has the Confluence knowledge base product and Jira for project management. Not many help center companies will attempt to tackle the project management space, but some have grown in the opposite direction over time.

    Number of Knowledge Base Tools: 42

    Track Searches

    There are times when you want to implement an obscure or highly customized HTML solution in your help center articles. In this case, you’ll need to go beyond visual editors and access the code directly. Most knowledge base platforms do support this.

    Number of Knowledge Base Tools: 41

    Article Public Comments / Discussion

    I know it’s hard to believe that there are knowledge bases out there that don’t have a search feature, but it’s true. Search is king. It has been that way for a long time, and it isn’t likely to change. Your chosen platform must support effective search solutions, front and center.

    Number of Knowledge Base Tools: 40

    Article Tags

    Different knowledge bases need different kinds of data to analyze, but to do this, they all need a similar feature: to be able to export information in multiple formats. It can be Excel, PDF, CSV, etc.

    Number of Knowledge Base Tools: 39

    Allow Article Voting/Rate

    When a user is done reading a support article, it should be trivial for them to immediately leave feedback on whether or not the support article met their needs. This is more important for SaaS support centers, and less important for knowledge base content published in other formats (PDF, DOCX, etc.). This feedback can quickly draw the attention of support teams to deficiencies in an article or user interface.

    Number of Knowledge Base Tools: 39

    Design Theme Library

    I know it’s hard to believe that there are knowledge bases out there that don’t have a search feature, but it’s true. Search is king. It has been that way for a long time, and it isn’t likely to change. Your chosen platform must support effective search solutions, front and center.

    Number of Knowledge Base Tools: 38

    Multiple Format Import / Export

    Users that lack the knowledge when it comes to terminologies will benefit from a glossary in your support base. They may scan or browse through the terms and find what they need with the correct word.

    Number of Knowledge Base Tools: 38

    Self-Hosting Available

    It is possible to license the knowledge base platform and host it either on-premesis or in a separate cloud environment.

    Number of Knowledge Base Tools: 38

    Full HTML/CSS Customization

    Enables the editor or author to fully customize all HTML and CSS attributes of the articles.

    Number of Knowledge Base Tools: 38

    Single Sign On Support

    Different roles may have different access needs, and it can be important to restrict users to the proper content for security and usability reasons. If you run an organization with many contributing roles, make sure they are supported in the business access roles that exist in your chose knowledge management solution.

    Number of Knowledge Base Tools: 37

    Support Ticket System

    Especially useful for larger companies, formalizing your support content structure can definitely help you smoothly migrate it to other enterprise systems. There are certifications available for full ISO standard compliance. These certifications may also open doors to working with certain government or enterprise clients.

    Number of Knowledge Base Tools: 36

    Domain Whitelabel Option

    If your company has a large or diverse set of offerings under one umbrella, it can be very helpful to have a technical documentation platform that supports multiple brand identities under one master account. The workaround for this would be creating separate accounts (one for each brand) with bespoke billing arrangements. So when you have the need, it’s nice to avoid those complexities with a platform that can handle different design variations and brands.

    Number of Knowledge Base Tools: 35

    Live Chat Features

    This goes beyond version control and change history. Are you able to view, edit, collaborate, redraft, and publish older versions of a given article? You may not want to do this often, but it sure is nice to be able to refer to content that was removed from an older version. You never know how your interface may change over time, and old content can be a valuable source of inspiration or a good place to train new authors on the writing practices particular to your company’s knowledge base (training).

    Number of Knowledge Base Tools: 35

    Author / Editor Commentary

    Usually, the hosting part of the technical documentation SaaS offering is baked right in. It’s easier, far less complicated, and can be more secure if you don’t have dedicated security resources in your company. But if you are approaching enterprise scale or if you have enterprise clients with high security requirements, then a knowledge base publishing solution that supports on-premise deployments might be a must-have.

    Number of Knowledge Base Tools: 35

    Article Suggestions on Contact Forms

    Accommodates XML syntax for encoding web documents and web applications.

    Number of Knowledge Base Tools: 33

    XML Format Support

    Can your customers leave comments on your support articles? This can be a great way to let users expand on the utility of a piece of support content. But it does require additional support resources to monitor and moderate the user generated discussion. There are pros and cons to this approach.

    Number of Knowledge Base Tools: 32

    3rd Party Custom Widgets

    This feature lets other developers create their own custom widgets, and they can install the widget in their own knowledge base instance and/or share those widgets with others – either for free, or through a marketplace.

    Number of Knowledge Base Tools: 32

    Social Media Integration

    Guard against data breaches with configurable multi factor authentication.

    Number of Knowledge Base Tools: 32

    Machine Translation

    Automated translation plugin.

    Number of Knowledge Base Tools: 32

    Again, this feature is highly dependent on your target market. You may not ever need to translate out of English if you don’t plan on going global. But if you do, you’ll need to make absolutely sure your support content can handle many language versions.

    Number of Knowledge Base Tools: 30

    Help Content Optimized for SEO

    This ensures consistent brand presentation, especially for the more tech-savvy customer base. In general, you don’t want to send your users to another web domain when they are consuming your support content. Some technical support documentation SaaS companies do have free versions of their software that comes with a sub-domain option (no white label domains on free accounts). Virtually all will let you use your own domain path (for example, support.example.com or www.example.com/support).

    Number of Knowledge Base Tools: 29

    Multiple Brands in One Account

    Some SaaS platforms started out as live-chat-only then added in additional support content (Intercom for example). Depending on your customer expectations and company promise, you may need to include live chat support in your support landscape. Platforms that have this built in can be an advantage or a distraction depending on your company’s position.

    Number of Knowledge Base Tools: 29

    Built-in Glossary

    Think of all the operational software tools (SaaS and otherwise) that your company uses, and the benefits of sharing data between these tools. Look at the list of current and planned integrations for each knowledge base tool you are investigating to see if they have the integrations you need. Usually, support systems and project management software is high on list priority list for integrations.

    Number of Knowledge Base Tools: 23

    Remote Configuration & Support

    It is possible for support teams to remotely access the deployement environment to help install, configure, and/or troubleshoot problems.

    Number of Knowledge Base Tools: 22

    Artificial Intelligence / Machine Learning

    Creating and optimizing the paths for data in order to complete items in a given process. Workflow management includes finding redundant tasks, mapping out the workflow in an ideal state, automating the process, and identifying bottlenecks or areas for improvement.

    Number of Knowledge Base Tools: 19

    Searchable PDF Attachments

    Search PDF content.

    Number of Knowledge Base Tools: 17

    Voice Integration

    Has some capabilities that lets the author or viewers speak, and their audio will be automatically trascribed.

    Number of Knowledge Base Tools: 13

    OCR, Convert Image to Documents

    It’s nice if you are able to create a restore point for your knowledge base so that if you do need to roll back to a previous version of your platform, you can roll back your help content as well. This shouldn’t be a replacement for off-site backups, but don’t discount the convenience of a built-in backup and restore function.

    Number of Knowledge Base Tools: 8

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