The 7 Best Knowledge Base Software Solutions

Have you ever struggled to find a document you need for a task, searching endlessly through emails and shared drives? This common frustration is exactly what knowledge base software aims to eliminate. By centralizing crucial information, a knowledge base platform ensures that vital data is just a few clicks away, saving time and reducing stress.

There are numerous benefits of a knowledge base—it’s a powerful tool whether for employee-facing or customer-facing needs. Below, we’ll explore what a knowledge base can do for you and your business, highlighting some of the best knowledge base solutions available and discussing their distinct advantages.

Want to jump straight to our overview of the seven best knowledge base software solutions?

• Bloomfire
• Atlassian Confluence
• Document360
• eGain
• Guru
• HelpJuice
• Market Logic

What is Knowledge Base Software?

Knowledge base software is a central, searchable repository of information critical to organizational operations. Whether used internally by employees or externally by customers, a knowledge base houses a variety of content tailored to its specific audience. This might include policy documents, procedural guidelines, and employee training materials while customer-facing knowledge bases often feature product updates, troubleshooting guides, and FAQs.

The best knowledge base software operates in the cloud, supports multiple file types, and ensures all content is easily accessible through robust search functionalities prioritizing relevance.

Types of Knowledge Base Software

There are different types of knowledge base software to meet different needs. Here are a few of the most common:

Internal Knowledge Base

An internal knowledge base is designed to help employees find the knowledge they need to do their jobs and keep teams aligned around the same information, regardless of where everyone works. It gives organizations one central place for institutional and employees’ tacit knowledge, meaning that knowledge stays with the company even when the employee it originated with leaves.

IT Knowledge Base

An information technology (IT) knowledge base contains technical knowledge related to products or services. It may be an internal knowledge base that technical support agents refer to when assisting customers or a customer-facing knowledge base that customers can use to self-serve solutions to technical issues.

External or Customer-Facing Knowledge Base

An external or customer-facing knowledge base is a publicly accessible website (or one that customers can access with a login) that customers can use to find answers to common product or service questions. Bloomfire’s Help Center is an example of a customer-facing knowledge base built on our platform. 

Knowledge Base for Support Agents

A knowledge base for support agents is an internal knowledge base used explicitly by support or service agents to find answers to customers’ questions. This helps them quickly resolve issues over the phone or chat–crucial given that most customers won’t wait on hold for more than a minute.

Knowledge Base for Research & Insights

Market research and insights teams commission and generate a massive volume of research. They need one centralized place to store all final reports and related documentation so business decision-makers can access them on demand. A knowledge base for research and insights provides this place and allows decision-makers to perform a quick keyword search to discover what their company has already researched.

The Value of Knowledge Base Software

Knowledge base software plays a critical role across a variety of industries, offering several key advantages:

• Efficiency: By enabling quick access to necessary information, knowledge base software saves valuable time that can be redirected toward more productive tasks.
• Confidence in Information: With a centralized repository of all official, approved information, there is no need to worry about relying on outdated documents or inaccurate data.
• Accessibility: Whether working from an office, home, or on the go, employees can effortlessly access the information they need anytime.
• Improved Experience: Simplifying the search for relevant information reduces employee and customer frustration, enhancing overall satisfaction by avoiding delays and miscommunications.

7 Knowledge Base Software Solutions

The best knowledge base software for your business will depend on your specific needs and goals. We’ll look at seven popular solutions:

Bloomfire

Bloomfire is recognized for its user-friendly design, making it an accessible knowledge base platform for users across various levels of tech-savviness. Its intuitive interface and multi-platform compatibility ensure that all types of users can easily access and share knowledge, enhancing collaborative work environments and breaking down information silos.

The platform excels in search and discovery thanks to its advanced AI and semantic search technologies, which facilitate quick and accurate information retrieval. Bloomfire’s AI capabilities extend into content organization, advanced search features, and analytics, providing insightful data that helps businesses make informed decisions.

Generative AI tools and deep indexing streamline content creation within Bloomfire, supporting a wide array of content formats for comprehensive knowledge authoring. The platform also offers robust reporting and analytics tools that deliver customizable insights with visual data representations, aiding in identifying educational gaps and informing decision-making processes.

Bloomfire integrates seamlessly with essential business tools such as Slack, Salesforce, Microsoft Teams, Zendesk, and Dropbox. It upholds high standards in security and compliance, ensuring data integrity. Bloomfire’s exceptional customer support and commitment to user satisfaction are evident through its proactive and knowledgeable support team, making it a comprehensive solution for any organization.

Atlassian Confluence

Atlassian Confluence fosters robust collaboration and knowledge management, especially for smaller, tech-savvy teams. Its user-friendly interface and intuitive navigation across mobile and desktop platforms make it ideal for agile project teams, particularly when integrated with Jira for enhanced collaboration.

While Confluence provides a solid foundation with real-time collaborative editing and various templates for knowledge authoring, it has limitations in broader enterprise applications, particularly in advanced search and AI capabilities. The platform’s search functionality, which includes keyword search and filtering, lacks semantic search and AI-enhanced discovery tools, potentially limiting its utility for non-technical roles.

Despite these challenges, Confluence is highly regarded for its collaboration tools, enabling effective team-based project execution and knowledge sharing. It integrates seamlessly with all Atlassian products and various third-party SaaS platforms, enriching its knowledge-sharing ecosystem. However, it could benefit from improved content management and metadata handling, especially for multimedia files, enhancing content organization and accessibility.

Atlassian Confluence is a powerful tool for teams that prioritize collaboration and project management, though it may require further enhancements in search technology and content management for broader enterprise use.

Document360

Document360 is tailored for growing companies seeking a robust knowledge base software for employee collaboration and customer self-service. This platform excels in organizing technical documentation, standard operating procedures, FAQs, and product documentation, catering to technical and non-technical users. It features intuitive Markdown and WYSIWYG editors, allowing customization to align with company branding.

The platform stands out for its efficient search and discovery capabilities, powered by AI-driven algorithms that ensure quick and accurate information retrieval. Document360 also introduces Eddy, an AI assistant that enhances content interaction and management, though its potential in content discovery is still expanding.

Administrative features in Document360 support strong content governance, categorization, and version control, although the platform faces challenges in data migration and customization. While it promotes collaborative knowledge sharing, it could benefit from more integrated real-time communication tools.

Security and compliance are prioritized with GDPR compliance and SOC 2 certification, ensuring data integrity. Customer support is another strong suit, recognized for its responsiveness and problem-solving efficiency.

Overall, Document360 is a flexible and efficient knowledge base tool, especially effective for companies requiring extensive documentation and content management capabilities.

eGain

eGain is a knowledge-based platform offering specialized tools that enhance customer service. eGain excels in search and discovery through its eGain Knowledge Hub™, incorporating Semantic and AI technologies for efficient, accurate information retrieval. This makes it highly effective in dynamic customer service environments where timely access to information is crucial.

The platform supports knowledge authoring with features for article creation and publishing but faces challenges in managing content deletions, highlighting an area for improvement. eGain’s administrative capabilities require specialized expertise due to its complex taxonomy and data migration features, suggesting that maximizing its benefits could demand more advanced user skills.

eGain integrates well with CRM and ERP systems, enhancing its utility as a comprehensive customer engagement tool. However, its security and customer support areas show room for enhancement, particularly in providing in-depth support without additional costs.

Despite these challenges, eGain’s commitment to technological advancement is evident in its strong performance and innovation. It is particularly suited for organizations looking for robust customer engagement solutions, though potential users should carefully consider the platform’s ease of use and support services.

Guru

Guru offers a knowledge base solution that excels in usability and integration, particularly for smaller, collaborative teams. It features a clean, straightforward interface that streamlines the user experience, making it easy to navigate and retrieve necessary information quickly. This platform is structured around a wiki-like format where data is organized into cards that can be grouped into collections or boards, enhancing accessibility within commonly used applications like Slack, Microsoft Teams, and Confluence.

While Guru is praised for its excellent search and discovery capabilities, enhanced by Semantic and AI technologies for fast and accurate information retrieval, it faces challenges in scaling organization and searchability as content grows. The platform’s AI capabilities further refine the user experience by offering relevant content suggestions and identifying subject matter experts.

Guru provides valuable insights through its reporting and analytics features, but the platform could benefit from more robust customization options to better serve mid-size to large enterprises.

Guru is effective for teams that value seamless integration and straightforward knowledge sharing. It is a strong choice for startups and smaller organizations looking to foster a well-informed and engaged workforce.

HelpJuice

HelpJuice excels as a knowledge base platform optimized for customer support environments. It features an intuitive interface that simplifies content creation and administration, making it accessible for authors and administrators. This ease of use ensures that all users can efficiently manage and disseminate knowledge within their organizations.

The platform’s search and discovery capabilities are robust. It utilizes AI and semantic search technologies to provide fast and precise information retrieval. This ensures that users can quickly find the answers they need without navigating through complex menus or commands. HelpJuice also supports a wide range of content types through its rich text editing features, enhancing the versatility of knowledge authoring.

HelpJuice offers a streamlined, efficient solution for managing knowledge. Its straightforward content authoring and deep analytical capabilities make it particularly suited for customer support settings.

Market Logic

MarketLogic distinguishes itself in the knowledge base software arena, especially suited for market research and insights functions within finance, retail, and healthcare sectors. Designed as a central hub, it streamlines the assimilation and analysis of diverse consumer and market data, facilitating informed decision-making and strategic planning.

The platform is renowned for its user-friendly interface, featuring an intuitive design that integrates various data sources for simplified navigation and an enhanced user experience. MarketLogic shines in search and discovery, bolstered by advanced Semantic & AI capabilities that ensure quick and accurate retrieval of essential insights vital for dynamic business environments.

MarketLogic’s robust reporting and analytics tools also stand out, offering detailed insights into knowledge usage. These tools are crucial in identifying operational inefficiencies and filling knowledge gaps, promoting a culture of continuous improvement and strategic foresight.

While it requires some expertise for optimal use, MarketLogic’s powerful AI-driven search functionalities and insightful analytical tools make it an invaluable asset for organizations looking to leverage detailed market insights for business growth.

Choosing the Right Knowledge Base Software

As we’ve explored a variety of knowledge base solutions, it’s clear that each caters to different needs—whether you’re looking to enhance customer service, streamline internal communications, or integrate knowledge across your entire organization. To narrow down your options effectively, consider your specific business goals, essential functionalities, scalability needs, and integration requirements with other apps you use regularly.

To fully explore these platforms and discover which might be the perfect fit for your organization, we invite you to download our comprehensive “Ultimate Guide to Knowledge Management Software and Top Platforms 2024.” This guide provides further insights and detailed reviews to help you make an informed decision.

The Ultimate KM Software Guide

Explore top knowledge management software with our in-depth guide.

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About the Author

Betsy Anderson

Betsy leads the customer success and implementation teams at Bloomfire. Passionate about the people side of knowledge engagement and knowledge sharing, Betsy shares real-world experience with the challenges faced by companies with a knowledge management problem.