About KnowledgeOwl

KnowledgeOwl is a cloud-based knowledge management solution that is suitable for businesses of all sizes. It is industry agnostic and is most useful to human resources (HR) and customer service departments. Core features include knowledge base creation and management, navigation tools, search functionality, user management and advanced reporting capabilities. It helps users keep information organized into categories and sub-categories. Users can use tags to relate articles by terms or phrases to improve findability.

KnowledgeOwl allows customers to manage and share their information in the form of online manuals, handbooks, portals, user guides and software documents. Its analytics and reporting feature allows users to address gaps in the knowl...


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204 Reviews of KnowledgeOwl

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November 2018

User Profile Picture

Kristen from Produce Pro, Inc.

Verified Reviewer

Company Size: 51-200 employees

Industry: Computer Software

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2018

Simple yet robust and OUTSTANDING Customer Service

When looking to replace our current customer support portal, we looked at several options. Knowing that we wanted a self service platform to maintain documentation, videos, demos, etc., Knowledge Owl (KO) came out on top. Their out of the box solution had much more functionality for the money and was solid. Once we started uploading content, we had several questions as new users typically do, but the team at KO was ALWAYS ready, willing, and able to assist. Not being the most technical person, I never once felt like I was bothering them. We also had the KO team assist with integrating our ticketing system and mirroring the CSS of our public site. All was fairly seamless and the team was extremely responsive throughout. Being that we built our KO site as private where our customers need to log in to access company-specific information, we also utilize KO's password management. Overall, I could not be more pleased with this solution and the KO team. They are really fantastic, extremely responsive. And, they are constantly improving the platform! Great product and Great People! Thank you KO. We look forward to working with you for a VERY long time to come...

Pros

- Robust - Easy to use - Customer Service (top notch!)

Cons

None that I can think of right now. This company is really doing a great job and from our standpoint is a leader in the knowledge base space.

Response from KnowledgeOwl

Replied November 2018

Thank you so much, Kristen! We super appreciate the awesome review! -Marybeth

January 2021

David from Nordson Corporation

Company Size: 5,001-10,000 employees

Industry: Machinery

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2021

SaaS as it should be!

Exceptional. Our use case for the platform was somewhat unusual and the KO team worked with use from day one to tweak the platform so that it functioned and looked the way we needed. Since deploying the KO platform, our employees are actively engaging with the information we post which has led to an overall improvement in corporate knowledge A key aspect of KO that set it apart from competitors is the ability for users to "subscribe" to topic areas and receive notification by email when new content is added. Clicking on a link in the notification email directly opens the content in KO. The use of customized templates we created makes posting new content a breeze and provides a clean and consistent look to the content we post. Our employees comment on how easy it is to digest the content we post. Since launching the platform 2 1/2 years ago, our viewership has grown exponentially.

Pros

Ease of setup, price, customizability, and most importantly, world-class support

Cons

There are minor aspects that are purely a matter of personal taste and mindset, but nothing of any significance the we would collectively say we don't like. It all works and it works well.

Reasons for Choosing KnowledgeOwl

Simplicity; Just the right mix of features | Price: Far cheaper than competitors | Customizability: We wanted an extremely clean interface that looked similar to our previous knowledge base so that our users would have a minimal learning curve. The KO team worked closely with us and the result was exceptional.

Reasons for Switching to KnowledgeOwl

Crowdbase was discontinued.

March 2016

Erika from VeraCore Software Solutions, Inc.

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

March 2016

Great customer service, wish there were more capabilities

Overall, the software does what it says. It's a great start to get your product's documentation out there. But some basic wiki capabilities are missing. Tags are still new and have a sort of "Phase 1" usefulness about them right now. There is no way to organize the image library, but I see on their product roadmap that this is on their radar. I'm also looking forward to the Glossary feature that is mentioned on their product roadmap, but not yet a capability of the system. Most importantly, I would LOVE to have a way to link to a specific point in a different article, like you can with some knowledge bases. The initial setup of the knowledge base is incredibly easy - super user-friendly. When trying the product before buying, I had a tiny test knowledge base up and running in minutes. Documentation is a little lacking, but the software is intuitive enough that I find I don't have to refer to the documentation very often anyway. The customer service there is excellent. We have had nothing but the best since day 1. Overall, I'd say our company is happy with Knowledge Owl and are looking forward to the enhancements that will round it out.

April 2016

Brian from Azuqua

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

4.0

Customer support

5.0

April 2016

KnowledgeOwl wins on customer responsiveness & functionality implementation

As someone coming from the high-end CMS authoring tools of Madcap Flare, RoboHelp, and HelpStudio, KnowledgeOwl has a lot more of the features that I expect to see from a CMS system with the additional bonus of having a team willing to go the extra mile to implement tweaks for their customers. It's a perk, especially compared to the stand-alone systems, where "can I do this?" usually returns a response of "you get what you get and LIKE it. Oh, we also just rolled out a $1500 update. Go buy that, it has that little tweak you want. Kind of. But not really. Oh, and you should spend eight hours tracking down a solution to the problem you're having in our forums, because what you want to do isn't part of this release. That's in the next release. We promise." Not that I'm bitter. That doesn't seem like much when you're working on a sedate development environment. Having the time to sit down and really chew on some Javascript is part of it, but when your only free time to breathe or do a little research on the site interface issues is during your morning bus commute, it's a huge impact to your daily work routine. When you're trying to slam out content that changes on a daily basis, not having the time to implement a backend code tweak for your site while keeping up with your dev team's amazing ability to crush deploy deadlines like empty Red Bull cans makes it hard to get those tweaks to your backend integrated in a timely manner. But KnowledgeOwl has been responsive, helpful, and reasonable - to the point where I don't mind waiting a day or so to get an answer back or telling my team "I asked KO about it, they're figuring out a fix for that." I am not a huge fan of CMS hosting apps and sites from a purist's standpoint, but KnowledgeOwl makes me think I may become a convert.

March 2019

Dranilda from Office Practicum

Verified Reviewer

Company Size: 51-200 employees

Industry: Computer Software

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

One of the best and most seamless solutions we've implemented

We looked at many vendors before we evaluated Knowledge Owl, and I can't say enough about our experience working with the Knowledge Owl Team. From day one, the team continues to amaze me with the level of service they provide. They worked closely with us throughout the setup and implementation phase of our Help Center launch and continue to assist with our very custom and individual needs. Kudos to the entire team for always being responsive and helpful, but special thanks to the Knowledge Goddess / Chief Executive Owl, for leading the team.

Pros

Software out of the box is easy to use and customize and Knowledge Owl's documentation is thorough and nicely organized.

Cons

I can't think of anything that stands out as a con.

Response from KnowledgeOwl

Replied April 2019

Yay! Thanks so much for the awesome review! - Knowledge Goddess / Chief Executive Owl

November 2014

Josh from iMentor

Verified Reviewer

Company Size: 51-200 employees

Time Used: Free Trial

Review Source: GetApp


November 2014

HelpGizmo is a great product with a great team at a great price.

We were using Zendesk for our knowledge base because they were also our ticketing system, but I got frustrated with slow development timelines for some features core to our organization. We reached a tipping point and needed an alternative solution. After looking into over a dozen options, I discovered HelpGizmo. Not only did they already have the core features we needed, they were genuinely interested in building the best product possible and asked about the other pain points that existed with our previous service. They were willing to iterate on their product quickly and excellently to make it something even better than the great product I had discovered. It was such a different experience to see how quickly they responded and rolled out really great features that create a lot of value. Best yet, we still use Zendesk for ticketing but HelpGizmo is now our knowledgebase and Helpgizmo integrates with Zendesk so we get the best of what each company offers. Going with HelpGizmo was a great decision and working with their team has been a true pleasure. Highly recommend!

Pros

Permissioning by article level Great article WYSIWYG editor Outstanding customer service Variety of layouts Fantastic price Integrates with Zendesk ticketing Fully customizable with a little CSS

Cons

Truly can't think of any

June 2014

Brianne from SurveyGizmo

Verified Reviewer

Company Size: 51-200 employees

Industry: Market Research

Time Used: Free Trial

Review Source: GetApp


June 2014

HelpGizmo helped me to create the documentation I always envisioned

HelpGizmo is super easy. The switch over to HelpGizmo is FAST! Organizing all my content using the drag and drop table of contents was a snap. Depending on your content you should be able to go live with a public site in a day, two tops. HelpGizmo's table of contents organization allows editors and customers to see the "big picture" of documentation. This not only makes documentation management more efficient but, more importantly, it allows customers to help themselves. Customers who search our help documentation for a quick answer can see the other content and are encouraged to come back and use the other resources. Finally, and most importantly, the HelpGizmo team believes in customer-driven development and they're not just saying that. They are bright, energetic customer service gurus who just intuitively understand how to help you help your customers. When it comes to feature requests Marybeth will probably finish your sentences for you. This tools is already packed full of really rad features and the HelpGizmo team is just itching for customer feedback to build more.

Pros

-Easy to use -Fast -Excellent support -Customer-driven development

February 2018

Tracy from Lumity, Inc.

Verified Reviewer

Company Size: 11-50 employees

Industry: Information Technology and Services

Time Used: Less than 6 months

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2018

Easy to use, stellar customer support

Pros

We kicked the tires on 5 knowledge base platforms before selecting KnowledgeOwl. The selection was driven by two must-haves: 1) open APIs, and 2) ability to customize the CSS to meet our brand guidelines. After we made the leap, we were pleasantly surprised by the exceptional customer service. (Thank you!)

August 2015

Josh

Verified Reviewer

Industry: Business Supplies and Equipment

Time Used: Less than 6 months

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

August 2015

Protecting our core values

We have been very lucky to experience rapid growth due to our unique approaches in our industry. Unfortunately, rapid growth is very dangerous for many companies, because the growth distracts them, and they lose sight of what made the successful in the first place. We were desperately searching for a solution that would allow us to retain and promote our culture in a simple, but powerful, knowledge base platform. We tested many products, but Knowledgeowl was the simplest and most effective to use. In addition, the support has been incredible. I really feel like they are in this with us, not just selling a product. I highly recommend this product!

Pros

Clean and simple user interface Powerful back end Incredible support

June 2014

Sabrina

Verified Reviewer

Industry: Computer Software

Time Used: Free Trial

Review Source: GetApp


June 2014

HelpGizmo to the Rescue!

HelpGizmo has helped me to minimize the clutter of paperwork. I built an internal Employee Toolbox for employees to access when they needed information on anything from how to make coffee to employee benefits. This site really allows for people to get what they need and move on with their day. Setting it up was a breeze as well! I am glad to have everything organized, easily accessible, and searchable.

Pros

Ease of use Makes life so much easier! Support

Cons

None so far! :)

May 2016

Bree from Trice Imaging, Inc.

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

May 2016

Great platform and Customer Service

For the most part, this software is easy and intuitive for a non-technical person to use, although it may require a little Googling if you haven't dusted off your HTML skills in recent years. Most of the design is point-and-click; images are uploaded and there is a nice visual editor, similar to Wordpress. One of my favorite features is the option for the software to "fetch" the colors from whatever web address you enter. This enables the Knowledge Base to basically design itself, all you really need to do is decide where the colors are used and select a layout. Our initial help center was created using our ticketing software, which seemed like natural thing to do. Except the end result was an outdated flashback, and like most fads from the past, unpleasing to the eye. Anything I did was just putting lipstick on a pig, so that being said, it wasn't going to take much to impress me. Unfortunately, I ran into formatting issues so I was tasked to call technical support. It seems like a non-issue and for the normal person, it probably is...but I loathe technical support. I would rather go to the dentist than call technical support. After a few days of trying to figure it out, I was told to stop "procrastinating" and make the call. That was harsh because even though *maybe* I was procrastinating a tiny bit, I was mostly ambitiously learning to make myself a more valuable asset in the future. However, that went awry when I did something that made our help center absolutely horrific. I frantically slammed CTRL-Z over and over again but to my dismay, our help center continued to look like a freak show. Defeated, I hung my head and picked up the phone. But, luckily for me, this technical support was not what I have experienced in the past - it was actually a pleasant experience. The errors of my ways were quickly erased into non-existence and our help center bloomed into what it was supposed to look like this entire time. Not only were my failures undone, but issues that I wasn't even aware of (yet) were fixed, too. I am a writer and its reassuring to know that I have someone technical who can help me so that I can spend my time writing instead of banging CNTRL-Z. It's more efficient than the whole "ambitiously learning" thing.

August 2018

Jeffery from WA Department of Licensing

Company Size: 501-1,000 employees

Industry: Government Administration

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2018

Knowledge Owl is very versatile

It has been great using this program. The support we receive is great. I wish they could come teach our in house IT team on customer service and the need for speed on some fixes. It is nice talking to someone who knows what they are doing and bends over backwards to make you happy. GREAT customer service and a great product.

Pros

It is easy to update our web pages. And our employees are able to quickly navigate it quickly, so that they can help their customers quickly. The ability to change things on the fly and not have to reach out to support for everything that is done is a big help.

Cons

The only negative thing I can come up with is that you need to know HTLM to fix some thing's, but with a quick phone call, the problem is fixed faster than we ever could do.

Response from KnowledgeOwl

Replied August 2018

Thanks, Jeff! We really appreciate the awesome review! -Marybeth

September 2017

Kelly from iMentor

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2017

Great service, great functionality

Pros

Not only does the software provide flexibility, customization, functionality, and efficiency, the people behind the software are just as great. They are incredibly responsive to any organizational or technical need, but equally as open to develop new and unique features specific to your use.

Cons

If I HAD to choose, I would say the lack of detailed reporting in the backend. There's only topical understanding of user behavior of your knowledge base(s). However, Knowledge Owl is more than happy to help you install Google Analytics on your knowledge base for you.

Response from KnowledgeOwl

Replied September 2017

Thanks for the awesome review, Kelly! We do hope to add more detailed reporting in the future :) Let us know if you can think of anything else!

January 2017

Meghan from Success Academy Charter Schools

Company Size: 1,001-5,000 employees

Industry: Education Management

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2017

Knowledge Owl has been the best vendor experience and helped us launch our game changer in education

In February 2016, we partnered with Knowledge Owl to build an internal platform that has been a game changer for our 41 (and growing) schools. We launched in July 2016, and there is no way we would have been successful without their partnership. They have been with us every step of the way, and they have been pivotal to our success. In June of 2017, we will launch this to the world, and are so proud to do this with a company that cares so deeply about a high-quality, easy-to-use product with the BEST customer service. They are incredible!

Pros

-easy to use  no coding required! -intuitive -clean design

Cons

Sometimes small glitches throw us off... since we don't really know how to code, we sometimes need some help. BUT, the team at Knowledge Owl is so happy to help, and they have gone above and beyond!

Response from KnowledgeOwl

Replied January 2017

Oh wow, thanks Meghan! I really appreciate the time you took to share your experience and I'm so delighted to hear all this :) We are honored to help Success Academy launch this amazing resource to the world. You are the best! -Marybeth

April 2016

April from Teliax Inc

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

April 2016

Super simple knowledgebase software

We'd signed up for KnowledgeOwl (then HelpGizmo) to use as a white-label manual for a product we resell. It's fit very well into that role, since we can customize the help center to only show information related to the product and disassociate it completely from our branding, which has helped a lot for marketing. The software itself is very easy to use, way easier than something like MediaWiki. The rich text editing and easy image uploads (did I mention they host your media? No hotlinks!) makes writing articles with video/pictures super easy. It's also really easy to update articles, I went and overcomplicated myself when all I have to do is drag and drop the resource I want. Support has always been wonderful, Marybeth, Pete, and the team are great at communicating changes (like the DNS shift from helpgizmo to knowledgeowl), answering questions, implementing fixes, and basically just being all-around great. Customization is quick and easy, there are several features we haven't needed to explore but really do make KnowledgeOwl a great drop-in solution for other CRM or ticketing tools. Plus, users can download PDFs of your articles which makes distributing printable documentation even easier. KnowledgeOwl is a great piece of software that does exactly what it needs to do, and nothing more. It's thoughtless to the point of never being in your way, allowing you to focus on writing and managing articles instead of spending time messing with options and configurations. Plus, it allows users to configure multiple KBs on the same account, so I can manage customer-facing documentation on one KB and have internal, staff-only documentation on another. Yatta! KnowledgeOwl has become my go-to recommendation for a fast, easy, smart, professional knowledge base system. Give it a shot, I'm sure you'll feel the same way too!

March 2016

David from BlueZinc IT Ltd

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

March 2016

Knowledge is Power

Pros - Incredibly intuitive Highly customisable Strong customer service ethos Detailed reporting Huge creative space Up time - is excellent NO CONS! We've been with Knowledge Owl since 2014, and have thoroughly loved every day spent with them. We use their product to deliver incredibly important user guides, top tips FAQ's and other general information about our products and services, directly to our customers. All of this is done through three separate knowledge bases, for three separate products. The fact that we allow our products to be supported by Knowledge Owl across three separate KB's should indicate to you that we're serious when we say that their product is excellent. In addition to giving us the creative space and freedom to impart knowledge onto our clients, their customer service has been excellent since day one. I am the person that contacts Knowledge Owl to deal with any situations that may arise around the knowledge bases, but in all honesty - I could probably count on one hand the amount of times I've had to request assistance. The times I have needed to, have been fast and very professional experiences, which is pretty incredible considering we are based across a sea and time zone from them. As a manager the reporting tools and functions behind the scenes in Knowledge Owls KB's are invaluable. The statistics I am able to gather gives us as a company the ability to see what's - working, trending, missing and important to our clients. As a long time user, I would have no problem at all recommending their product to another business or nominating them for an award in excellence.

Response from KnowledgeOwl

Replied March 2016

Thanks, David! You've been with us since the beginning, and we're so happy to have you as a customer. We greatly appreciate the amazing recommendation; you are the best! -Marybeth

January 2017

Lynn from Fairway

Company Size: 1,001-5,000 employees

Industry: Banking

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

4.0

January 2017

KnowledgeOwl Review

Love the software, some bugs. Nothing that can't be fixed. Friendly customer service. User friendly.

Pros

Easy to use. Friendly customer service.

Cons

The overwriting of documents in the master library. No conflict warning when two editors are editing simultaneously. The edit and readers screen donnit mirror each other.

Response from KnowledgeOwl

Replied January 2017

Thanks for the feedback, Lynn! We hear you on the library and the editor collision, and hopefully we will get both problems sorted out in the next few weeks. I'll follow up with you privately about the edit and reader screens; we should be able to get them to match! -Marybeth

October 2016

Kelly from iMentor

Company Size: 51-200 employees

Industry: Design

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

Functionality

5.0

October 2016

Great customer service

Knowledge Owl's Marybeth and Pete co-design and troubleshoot any foreseen issues. They are immensely valued and responsive. Their backend is great and intuitive - which makes training staff simple and fast. I would recommend them to anyone.

Pros

The backend editor is simple and intuitive. The customer service is incredible.

Cons

N/A. Everything is amazing.

September 2018

Bethany from SelectQuote

Company Size: 1,001-5,000 employees

Industry: Insurance

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

September 2018

Clean UI; exemplary support!

Pros

We tested a few different pieces of software for our company intranet (after being forced to move away from the outdated Google Classic Sites) and chose Knowledge Owl because the UI was simple, clean, and easy to navigate. It gave us enough latitude to shape the way we wanted to present information to our employees while also providing enough structure to maintain a professional, organized site.

Cons

As the "subject matter expert," I needed to be the one to create our site, but I have zero experience with HTML coding. That being said, I can't say enough how incredible the support team has been. They are extremely responsive and excellent teachers to the extent that even someone like me with no coding experience has been able to create exactly what I want with relative ease. Good customer support is a dying art, so Knowledge Owl has really exceeded expectations in this area!

Response from KnowledgeOwl

Replied October 2018

Thanks, Bethany! We greatly appreciate the feedback and review! - Marybeth

March 2016

Hannah from par8o, Inc.

Time Used: Free Trial

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0

March 2016

Knowledge Owl is, simply put, the best web-based help center platform I could find

I found KnowledgeOwl after joining a tech startup as the lead technical writer. At the time, the company didn't have any formal user documentation -- but we did have a support team fielding many repetitive questions, and users who could benefit from formal instruction. Given that we have a single product and it's fairly simple, products like MadCap Flare (which I had used at the previous company I worked for) offered much more than we needed -- and at a much different price point. I evaluated several other options and ended up selecting KnowledgeOwl given its straightforward pricing plan, easy-to-use interface and immediate publishing abilities. If you need something simple to use and build that offers fairly attractive basic theme choices, then KnowledgeOwl will suit you just fine. It may not offer several hundred output options, but as the world continues to move away from print manuals towards greener, online manuals, in my opinion that factor wasn't important. The best part about KnowledgeOwl, though, is the customer service/support. I can't imagine any company matching its service/support level. The first few weeks required a lot of customization given the look and feel that my company was going for, and the team over at KnowledgeOwl was with me every step of the way as far as customizing code and so on, in some cases even doing the customization for me as I was in over my head with that level of CSS code! Highly, highly recommended.