Finding software can be overwhelming. We've helped hundreds of companies choose the right knowledge management system so they can centralize data and speed up their response times.

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Zendesk

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

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Recent recommendations: 12 recommendations

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Vivantio

Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and for... Read more

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Recent recommendations: 5 recommendations

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FreshdeskFrontRunners 2021

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

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Recent recommendations: 3 recommendations

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Capacity

Capacity is a cloud-based help desk and knowledge base solution that utilizes AI-powered automation to enhance workflows and business processes for finance, insurance, manufacturing, software and education industries. Capacity's c... Read more

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Recent recommendations: 3 recommendations

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Bloomfire

Bloomfire is a cloud-based collaboration platform that aims to help enterprise employees search for information to do their jobs by connecting people with information and knowledge. Bloomfire delivers content management and social... Read more

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Recent recommendations: 2 recommendations

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ShelfFrontRunners 2021

Shelf is a cloud-based digital knowledge and content management system designed to help businesses of all sizes find, organize and share content. Key features include content tagging and prioritizing, team collaboration, content a... Read more

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Recent recommendations: 2 recommendations

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Document360FrontRunners 2021

Document360 is a cloud-based help desk solution that enables users in businesses across various industries to create, collaborate and publish self-service knowledge bases for their products. Features include content management, gu... Read more

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Recent recommendations: 2 recommendations

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Wix

Wix is a cloud-based landing page solution that helps users create and manage websites. The solution provides multiple templates with video backgrounds, fonts and animation. It allows users to customize the website with their own ... Read more

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Microsoft SharePoint

Microsoft Sharepoint is a knowledge and content management system (CMS). The product also provides collaboration tool capabilities. The solution offers typical CMS features like document and digital asset management, case and cont... Read more

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Confluence

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

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LiveAgentFrontRunners 2021

LiveAgent is an online live chat platform for e-commerce businesses at the small and midsize level. The platform offers live chat application, ticket management, online self-service portals and change and license management, all a... Read more

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Salesforce Service Cloud

Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and o... Read more

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Bitrix24

Bitrix24 is a client management solution that provides a platform for businesses to organize and track interactions with potential or existing clients and partners. The software allows users to log and manage client interactions, ... Read more

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NotionFrontRunners 2021

Notion is a digital workspace that lets small to large businesses streamline and manage notes, tasks, projects, records, calendar and more. Key features include portfolio tracker, designer templates, database management, documenta... Read more

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SAP Litmos

SAP Litmos is a cloud-based continuous learning platform that unifies learning management, the extended enterprise, prepackaged content and a content management system to meet organizations’ training needs. SAP Litmos is SSAE... Read more

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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 k... Read more

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HelpCrunchFrontRunners 2021

HelpCrunch is a customer communication platform combining live chat, email marketing automation and a help desk in one solution. The solution helps support, sales and marketing teams to acquire, convert leads and support their cus... Read more

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Quip

Quip is a cloud-based project management and task collaboration solution that help users work together and communicate without emails. Users can create and edit spreadsheets, documents and checklists in the system, and team member... Read more

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Help ScoutFrontRunners 2021

Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers o... Read more

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liveproFrontRunners 2021

livepro is a purpose-built cloud knowledge management platform for staff, customers, and partners. livepro offers the ability to view business knowledge as decision trees and process guidance, as well as articles. Everyone in the ... Read more

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Buyers guide


Last Updated: May 5, 2021

Knowledge management systems allow you to tame the waves of data flooding your business to streamline training, customer support and other vital operations. We've written this buyer's guide to help you narrow down the many options on the market and find one that fits your needs.

Here's what we'll cover:

What Is Knowledge Management Software?
Why Do I Need It?
The Benefits of Organizing Company Data
Common Features of Knowledge Management Software
Pricing and Purchasing Options

What Is Knowledge Management Software?

Basically, this kind of software transforms the raw data accumulated by a company into useful information. It accomplishes this goal by collecting data in a central knowledge base, contextualizing it and making it easily searchable, so that users can find the information they need on their own.

These applications help a company to build and maintain a knowledge base, which is essentially a specialized database that can be searched and browsed by customers. This allows customers to find answers to their own questions before they contact support agents.

Modern knowledge bases are generally components of company websites, with either intranet or extranet access. Many software packages allow you to customize the design of your customer self-service portal so that it fits with your brand. Employees can write content to publish in the knowledge base. The articles can then be indexed in popular search engines for easy access.

Knowledge bases can also be created for internal use, to assist employees with functions such as document sharing, training and resolving support calls. Employee self-service features can interface with other kinds of customer relationship management (CRM) software in order to optimize the performance of support agents.

Why Do I Need It?

The day-to-day activities of even a small business can produce a bewildering array of data. If this data remains unorganized, it isn't worth much to the company. By using software to organize this data, companies can vastly reduce the time that employees spend searching for answers to questions about their jobs and dealing with customer inquiries.

Enterprises and certain markets—particularly IT, telecommunications and finance—practically demand the use of knowledge bases to survive in the information economy. Small to medium-sized businesses can use them to eliminate cluttered filing cabinets and to help ease the transition to a paperless office.

Knowledge bases also have the potential to streamline training processes for companies facing growing pains. And companies that are contending with a high-turnover rate may want to utilize one in order to keep awareness of best practices alive and to ease the responsibilities of trainers.

Common Feautres of Knowledge Management Software

Knowledge management software offers a diverse array of features. The following table lists some of the most important ones to help you focus your search:

Publishing options Look for formatting options for content such as rich text, hyperlinks and images. Workflow customization options can streamline content generation, as does the ability to publish emails directly to knowledge bases by CC’ing them to a special address.
Decision trees Many knowledge management systems can help you create "Q&"-style decision trees, which enable customers to troubleshoot their own issues.
Advanced search and browse options Look for search filters, auto-suggest capability, natural language search and search engine indexing options. Intent-based search, which matches keywords to common reasons why users search the knowledge base (e.g., how to clear a paper jam in a printer), is another powerful feature included in many knowledge bases.
Feedback options Your knowledge base should have built-in feedback options that allow users both to vote on the relevance and helpfulness of articles and to add comments when necessary.
RSS feeds Many knowledge bases feature RSS feeds to keep users on top of new and useful articles.
Self-service portals Self-service portals or help Web pages for customers and employees are a major part of the foundation for knowledge bases. Make sure that your portal can be customized to fit your brand and the design of the rest of your company's website.

The Benefits of Organizing Company Data

Almost all customer service-oriented businesses can benefit from organizing their data for employee and customer access. Benefits include:

  • Helping customers help themselves. Collating information to create self-service portals for customers helps to ease the workload of support agents. This is the function of specialized complaint management software.
  • Centralizing data for support agents. Support agents can also find data about common issues in a single location, which enables them to reduce the amount of time spent on a given ticket.
  • Centralizing data for sales agents. Similarly, sales agents can find centralized information about tactics for converting leads, in order to reduce their time-per-sale.
  • Streamlining training. New employees can find answers to questions they encounter as they learn the ropes in one convenient place.
  • Archiving best practices. The know-how of experienced employees can be preserved so the company doesn't hemorrhage brain power when they leave.
  • Easy document sharing. Providing employees with centralized, remote access to all vital documents reduces the barrage of internal communications that can snarl the daily workings of a company.
  • Keeping management informed. Managers have access to key data at their fingertips, which empowers them to make more informed decisions.

Pricing and Purchasing Options

There are two basic market trends that you need to understand to make an informed purchase: inclusion of knowledge management applications in integrated CRM suites and the Web-based deployment model.

Integrated suites vs. “best-of-breed” systems. Knowledge management tools are frequently bundled, along with other applications, as part of an integrated CRM software suite. If you choose an integrated suite, consider whether the other applications in the package meet your needs. If you choose a standalone or “best-of-breed” application instead, you will need to ensure that it integrates with your existing software, such as your customer service, help desk automation and call center automation solutions. Here are some frequently requested applications among buyers we recently surveyed who chose an integrated CRM suite:

Integrated-Suite Buyers' Top-Requested Applications

Web-based vs. on-premise systems. CRM software can be licensed to users in two different ways: Web-based (meaning, the software is hosted in the cloud and accessed online using an Internet browser) or on-premise (installed on your company’s own servers). The Web-based deployment model, or “Software-as-a-Service (SaaS),” is generally more popular for CRM software, and is priced according to a monthly subscription model. With an on-premise model, on the other hand, you get a perpetual license—meaning you pay the licensing fee once for ongoing use of the software.

Pricing scales up based on functionality. No matter which package type and deployment model you choose, if you want a richer feature set, you can generally expect to pay more for the software. You may have to pay for an enterprise-level subscription to create and maintain a fully featured knowledge base on a large scale:

FrontRunners

Your Guide to Top Knowledge Management Software, March 2021

Software Advice uses reviews from real software users to highlight the top-rated Knowledge Management Systems products in North America.

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“Usability” includes user ratings for Functionality and Ease of Use.“Customer Satisfaction” includes user ratings for Customer Support, Likelihood to Recommend and Value for Money.Reviews analysis period: The reviews analysis period spans two years and ends on the 15th of the month prior to publication.