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Salesforce Sales Cloud

Grow your revenue and profits with intelligent sales automation with Sales Cloud. Help every rep be more efficient. Close more deals. Collect cash faster. Boost growth and profit with intelligent automation and integrated tools fr...Read more about Salesforce Sales Cloud

4.4 (18123 reviews)

194 recommendations


Thryv is an all-in-one business management solution designed to help small businesses with essential business functions. With Thryv, business owners can expand their online presence, improve any customer relationship, and streamli...Read more about Thryv

4.2 (492 reviews)

93 recommendations

FreeAgent CRM

FreeAgent CRM is a fully-featured CRM that helps your team get organized, gain visibility into day-to-day work, and get more done with a powerful, easy-to-use sales platform your sales team will actually love. Work smarter and f...Read more about FreeAgent CRM

4.7 (72 reviews)

48 recommendations


Shape's cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable for b...Read more about Shape

4.8 (40 reviews)

27 recommendations

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Maximizer CRM

Maximizer CRM is a powerful solution specifically designed for sales. We understand the unique challenges faced by sales managers and sales teams. That's why we provide a game-changing alternative to complex CRM solutions and cumb...Read more about Maximizer CRM

4.0 (349 reviews)

19 recommendations


Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specifically at mid-...Read more about Workbooks

4.3 (109 reviews)

11 recommendations

BNTouch Mortgage CRM

BNTouch Mortgage CRM is a fully integrated digital mortgage system, CRM, marketing, and POS tool offering a comprehensive mortgage business growth platform for loan officers and mortgage companies. BNTouch Mortgage CRM includ...Read more about BNTouch Mortgage CRM

4.4 (39 reviews)

10 recommendations


SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including conta...Read more about SalesNOW

4.6 (83 reviews)

6 recommendations

Creatio CRM

Creatio is a global vendor of a no-code platform to automate workflows and CRM with a maximum degree of freedom. Creatio offering includes a no-code platform (Studio Creatio), CRM applications (Marketing, Sales and Service), indus...Read more about Creatio CRM

4.8 (109 reviews)

5 recommendations


Lofty is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Lofty sen...Read more about Lofty

3.9 (82 reviews)

5 recommendations


TopBuilder offers a cloud-based CRM system designed to help contractors, home builders, remodelers, and realtors with their essential sales and marketing activities. With TopBuilder, construction and real estate professionals can ...Read more about TopBuilder

5.0 (15 reviews)

4 recommendations


Issuetrak is a flexible issue tracking software solution that can be configured to suit the needs of a variety of industries and usages, including IT Help Desk, Customer Support, Project Management, and more. Issuetrak can be dep...Read more about Issuetrak

4.6 (185 reviews)

2 recommendations


Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, soc...Read more about Freshdesk

4.5 (3234 reviews)

1 recommendations


Quickbase is a no-code collaborative work management platform that empowers citizen developers to improve operations through real-time insights and automations across complex processes and disparate systems. Here's why Quickbase i...Read more about Quickbase

4.5 (292 reviews)

1 recommendations

Rock Solid

Rock Solid OneView is a Microsoft Dynamics-based citizen engagement platform that helps citizens and local governments work as one. Rock Solid tracks citizen interaction and unifies departments to address their needs. It offers ca...Read more about Rock Solid

No reviews yet

1 recommendations

Zoho CRM

Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and marketing automation tools with helpdesk, analytics and customer support functions. Zoho CRM helps users respo...Read more about Zoho CRM

Dynamics 365

Microsoft Dynamics 365 is a cloud-based CRM ecosystem for small, medium and enterprise organizations, with a focus on Sales, Field Service, Customer Service complete with strong integrations with Microsoft’s other Office 365 offer...Read more about Dynamics 365 is an award-winning work and project management platform that helps teams of all sizes plan, prioritize, manage, and execute their work more effectively. The platform offers solutions for a wide range of use-cases such...Read more about

Zendesk Suite

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features an...Read more about Zendesk Suite


Confluence is a project management solution that enables organizations to create, collaborate, organize and review project documents. The system offers both cloud-based and on-premise deployment. Confluence’s editor feature a...Read more about Confluence

Buyers Guide

Last Updated: March 16, 2023

Are you a customer support manager struggling with resource-crunch?

Are your agents tired of answering the same questions over and over again?

Do your customers need to wait a long time for customer support, resulting in poor customer experience?

If you answered 'yes' to any of these questions, you'll need to find ways to free up agents' time to manage increasing workloads efficiently. Otherwise, you'll need to hire more agents, adding to the costs of your customer support operations.

One way of doing that is to provide your customers with a self-service support website, where they can search for answers to their questions.

knowledge base solution helps you do that—without requiring you to have technical expertise. It lets you create a support website where you can list frequently asked questions (FAQs), helping customers find answers to their questions all on their own.

A knowledge base solution gives you a double advantage: While your agents save time per issue fielded, your customers will not need to contact support agents for more straightforward technical issues.

To help you select the right knowledge base solution for your business, we've created this guide that covers the basic information related to knowledge base solutions.

In this guide, we'll cover:

What is knowledge base software?

Knowledge base software is a tool that helps users create and manage a support website where customers can search through issues and find answers on their own. The software also allows managers to understand the search trends, and thereby come up with more topic ideas for the support website.


Managing content on knowledge base website in KnowledgeOwl (Source)

Common features of knowledge base software

The first step for selecting the right knowledge base software for your business is to understand the essential features of the software. This knowledge will help you select the products that can help you automate knowledge base functions based on your business needs.

According to our research, below are the common features of knowledge base software:

Website management

Helps you create and host a website where customers can search support-related materials by performing keyword search.

CMS integration

Lets you add a customer support section to your existing website. For instance, if you host your website using WordPress, you can add a section where customers can find FAQs and access support guides.


Provides you with reports on customer support website parameters such as the number of searches and daily visitors. This feature also helps you identify frequent search terms, providing you with topic ideas for support guides.

Multi-language support

Lets you create knowledge base content in different languages. You can also let users switch to different languages from the support page itself.

What type of buyer are you?

After you've read about the features, the next step is to understand the types of knowledge base software buyers. This will help you understand the software type you need to invest in.

According to our research, the following are the types of knowledge base software buyers:

  • Standalone knowledge base software buyers: These buyers already have a help desk or ticketing system for managing customer support requests, and want to add a self-service knowledge base section on their support website. These buyers should look for the products listed on our knowledge base directory page.

  • Full customer support system buyers: If you are currently using manual methods for managing customer support requests, and need to digitize your help desk ticketing and knowledge base function, a knowledge base solution will not suffice your needs. You need to check out help desk solutions with knowledge base functionality. The caveat here is pricing—if these solutions fall outside your budget, you can look for a free help desk solution, and invest in a knowledge base solution that integrates with it.

Benefits of knowledge base software

After you've gone through the list of features, the next step is to understand the benefits of knowledge base solutions. This will help you understand how the software will be useful in different areas of your customer support operations.

Following are the key advantages of using a knowledge base solution:

  • Reduced agent workload. Since knowledge base software lets customers handle a lot of queries by themselves, they will not need to interact with an agent directly, thereby freeing up agents' workloads. They can focus on difficult issues while allowing customers to find answers to the easy ones on their own.

  • Lesser response time of the customer support team. Since knowledge base software frees up your agent's time, they will be able to pick up incoming support requests faster. This will result in a shorter wait time for customers and improved customer experience.

  • Lower cost of customer support operations. By freeing up agents' workloads, the software increases your support team's capacity for handling more inquiries. This reduces the need for hiring more customer agents for managing increasing workload, thereby reducing the costs involved in adding new employees.

Market trends to understand

The last step is to understand the relevant market trends. This knowledge will help you select vendors that are currently working on incorporating these technologies into their offerings, thereby providing you with an early adoption advantage.

According to our research, following are the biggest trends in knowledge base software space:

  • Video content is the future of knowledge base support. While customers can read text and understand instructions, they can still have trouble following through the technical steps it takes to resolve issues. With the help of video content, you can make the steps engaging, thereby simplifying even the more complex issues. For instance, the agent can create a walk-through video of the process, which customers can follow along to fix the issues. Since this will significantly improve the effectiveness of self-service support, we expect video-based knowledge base management solutions to become mainstream by 2022.

  • Chatbots to improve efficiency of knowledge base software. Chatbots can help you add a human touch to self-service support. For instance, an AI-based chatbot can interpret a customer's query, sift through the knowledge base resources, find the solution, and present it to the customer in a conversational way. This allows your customers to find resolutions to their issues faster and quicker, thereby improving customer experience. With vendors such as and Zendesk making efforts in this direction, we can expect chatbots to become core functionality by 2021.

Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.