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7 Best Knowledge Management Software for Customer Support

best-knowledge-management-software
Shifat Jaman


11 mins

A well-managed business stands on its customer base, and well-organized knowledge management is the critical point there. The more you organize your knowledge, data, or information, the greater and better you can analyze it. As a result, a reliable customer support platform will appear.

In the old days, manufacturers used giant manuals to ship products. It was an old bulky manual system. But for a vast customer base, a manual process may not scale with it. Things have changed, as well as the product and customer management system. Now we have plenty of Knowledge Management Software as a help desk knowledge base.

In this article, I will give you 7 Best Knowledge Management Software that you can use as a customer service software or help desk solution.

What is a Knowledge Management Software?

Let me ask you first what is Knowledge management actually? Any guess? Okay, let me help you.

Knowledge Management is a much more innovative, trendy database used for knowledge sharing and management. Simply it is a platform that contains a knowledge base, guiding instructions, and product or service documentation. Users can find answers to common questions just by typing a few words and about the product.

What is a Knowledge Management Software then? It is a tool that acts as a central repository for all data, information, and knowledge and helps to organize all the company's knowledge in one place. Knowledge management software organizes information so that employees and customers can quickly access and distribute it. 

Why Do You Need a Knowledge Management Software?

A survey says that 51% of customers prefer to support through an online Knowledge Management. Why not? Knowledge Management systems are a great solution with convenient self-help service to users. More importantly, it helps save businesses lots of resources otherwise spent answering common user questions.

Knowledge Management software helps:

  • Storage and retrieval of knowledge
  • Boost in SEO to rank well on Google
  • Improves teamwork & collaboration
  • Streamlines flow of data
  • Aggregates organizational content
  • Saves time and resources
  • Improves the quality of customer service

Essential Features of a Knowledge Management Software

What are the Essential Features of a Knowledge Management Software? It's important to know what kind of features to include in your Knowledge Management and how to get more from it. Let's see then,

  • Convenient text editor: The convenient text editor is enriched with the ability to insert images, videos, and code samples and mark essential parts with special notes.
  • Manageable categories: A simple archive and categorization system help keep the entire Knowledge Management organized and help avoid getting lost while updating and adding new content.
  • Reports: You can track how your articles perform; therefore, many Knowledge Management tools offer additional reports on all searches, articles with 0 views, etc.
  • Search function: One of the main features of an adequate Knowledge Management is a useful search function. Users can search for articles and guides on your Knowledge Management to find solutions.
  • Customization options: You can easily customize your Knowledge Management with your brand colors, logo, header images, links, CSS, and even your custom domain and make it look like an integral part of your website.
  • SEO settings: Your content should be found in Google easily, right? The ability to specify title tags, meta descriptions, and target keywords is a must needed feature by the Knowledge Management.
  • A user feedback system: Another great way to improve your Knowledge Management is to get feedback from users. It can be a simple thumbs-up.
  • Analytics & reports: Keep improving your Knowledge Management and create more helpful guides with analytics. You can also learn which Knowledge Management posts perform better and which creates more bounces for you.

Benefits of Effective Knowledge Management Software?

  • 24/7 Service: 67% of customers prefer to use the company's FAQs, and Knowledge Management makes sure that with 24/7 service.
  • Less workload for customer support: Just think of it, If customers can find solutions on their own, that your team's workload reduces a lot.
  • Swift customer support: Support agents can use Knowledge Management articles in response to common questions.
  • All information in one place: Usually, Knowledge Management contains all information in one place and keeps everyone on the same page about your product/services.
  • Additional organic visits: Knowledge Management can bring you some high intent organic traffic and help to rank on Google.
  • Customer support automation: You can use Knowledge Management smart suggestions to automatically answer your customers' questions on the go.

How to Choose the Right Knowledge Management Software?

  • Style of Support: The first important thing is the style of support. Choosing the form of self-service you want to provide to your customers is the crucial part. You have to know what your customers prefer to reach you and what sort of customizable solution is needed.
  • Usability: An excellent cloud-powered Knowledge Management software should have an intuitive UI and at least a free trial for trying it. Check what you need and choose the right Knowledge Management software according to the usability of that particular software.
  • Price: Finally, the pricing. Before purchasing, compare features, and then decide which Knowledge Management software will help you deliver an excellent self-service experience. Do not judge by higher pricing or complicated UI.

Best Knowledge Management Software

It's time to see the best knowledge manageent software available in the market. Here is the list below of 7 of them. Let's see.

Document360 is the best Knowledge Management software for big companies for creating well-organized Knowledge Management platforms. It has the best collaboration features on creating new articles and maintaining a help center site. Leading brands such as Microsoft and Harvard University are also using as a help desk Knowledge Management software.

You can use this cloud-based knowledge management for creating both external and internal Knowledge Managements. It includes an easy-to-use Markdown editor to add links, images, videos, code samples. The best thing is Document360 offers subscription plans for every budget and taste.

Features of Document360

  • Cataloging/Categorization
  • Collaboration
  • Content Management
  • Discussion Boards
  • Full Text Search
  • Knowledge Management Management
  • Self Service Portal
  • Custom Javascripts / CSS / Tags
  • Custom Footer Navigation
  • Markdown Support
Pros of Document360 Cons of Document360
  • Ease Of Use
  • Detailed and comprehensive reports
  • Vast collaboration features
  • supports markdown for easier content writing
  • The ability to create a private Knowledge Management
  • Limited Features
  • Limited Integration
  • High prices

Pricing of Document360

Starter: $49 per project, per month
Business: $149 per project, per month
Enterprise: $299 per project, per month
Enterprise Plus: $499 per project, per month

LiveAgent is a simple but powerful alternative to Zendesk for receiving and handling customer requests from different channels. For small and mid-sized companies, it is a perfect environment with the possibility of automation and customization to provide a better customer experience.

The tool uses advanced automation rules to capture customer queries from emails, live chats, social media, phone calls, and other channels. It's a classic ticketing system, but an all-in-one solution for companies provides live chat via a website and social media channels and creates Knowledge Management for its customers.

Features of LiveAgent

  • Help center, Suggestions and Hybrid tickets
  • Automatic call routing
  • Email notifications
  • Departments, tags and filters
  • Automatic ticket distribution
  • Real-time visitor monitoring
  • Time & event-based automation rules
  • Drag-and-drop file attachments
  • Feedback management
  • Live chat and Custom ticket fields
Pros of LiveAgent Cons of LiveAgent
  • Simpler and more intuitive set of features
  • More affordable as an all-in-one solution
  • Chats, emails, calls and social media requests are under separate tabs
  • No email marketing feature
  • Outdated interface
  • Basic live chat functionality

Pricing of LiveAgent

Free: free
Ticket: $15 per month
Ticket+Chat: $29 per month
All inclusive: $39 per month

Helpjuice is a prevalent Knowledge Management software with a very beginner-friendly knowledge management system. With both internal and external Knowledge Managements, you can also self-host Helpjuice on your own server. The cloud-based Knowledge Management system is modern and intuitive, as well.

HelpJuice is an undeniable leader in the knowledge management products by providing the cheapest subscription plan. They even offer free customization to set up your Knowledge Management fast and easy with the best customer support service.

Features of Helpjuice

  • Set user permissions
  • Tags & keywords & Track activity
  • Self-service portal
  • Collaboration with Content library
  • Custom branding
  • Document management
  • Intelligent instant search
  • Visual analytics
  • Content repository
  • Data management
  • Document tagging
  • Customization tools
  • Knowledge Management
  • Advanced analytics
Pros of Helpjuice Cons of Helpjuice
  • Simpler and more intuitive set of features
  • More affordable as an all-in-one solution
  • Simpler and more intuitive set of features
  • More affordable as an all-in-one solution

Pricing of Helpjuice

Starter: $120 up to 4 Users, per month
Run-Up: $200 up to 16 Users, per month
Premium Limited: $289 up to 60 Users, per month
Premium Unlimited: $499 Unlimited user, per month

Acquire is a multi-channel customer communication platform and one of the best Knowledge Management software of now. With the aim to provide personalized and targeted conversations, Acquire helps to build secure communication and relations with the client.

Features like co-browsing, voice call, text chat with screen sharing, and live video chat features on your website Acquire provides multiple implementation options, including onboarding and sales. You can call it the best business program by costing, skill competence for staff members, and especially for any company size.

Features of Acquire

  • Co-browsing software
  • Extensions and plug-ins
  • Instant file sharing
  • Live call recording
  • Live text chat
  • Live video assistance
  • Live voice call
  • Screen sharing
  • Speech to text
  • Statistics and analytics
Pros of Acquire Cons of Acquire
  • Faster and More Personalized Support
  • Multi-channel platform 
  • Competitive price 
  • Highly Intelligent Chatbots
  • No mobile apps available

Pricing of Acquire

Starting from: $40 per agent per month.
Pricing model: Subscription. Enterprise pricing available on request.

Help Scout is a relatively smaller free Knowledge Management software solution that is super-accessible and effortless to set up. It is used by many freelancers and small businesses and is widely considered to be the best Zendesk competitor of time.

Trusted by 9,000 businesses over 140 countries, Help Scout is a wonderful asset for small to large teams. By doing away with automated emails and ticket numbers, Help scout provides the most robust notification systems to date. Also, It doesn't use a conventional UI, and so the tool is straightforward to use and super fast at the same time.

Features of Helpscout

  • Looks like a normal email
  • Easy to use, no training manual required
  • Customer satisfaction ratings
  • Outstanding support, no matter plan
  • Integrated Knowledge Management
  • 40+ integrations with 3rd party apps
  • Real-time, best in class reporting
  • True multi-brand support
  • Auto-populated, editable customer profiles
  • Collision detection
  • Track and record phone calls
  • 75+ keyboard shortcuts
  • Email integration - update conversations from inbox
  • Help Desk, reports, and Docs API
Pros of Helpscout Cons of Helpscout
  • Modern and more intuitive design
  • The live chat widget by Freshchat is more advanced and feature-rich
  • Advanced workflow automation
  • Poorer analytics
  • Unclear distribution of features among subscription plans
  • Limited dashboard customization

Pricing of Helpscout

Sprout: Free
Blossom: $15 per month, billed annually
Garden: $35 per month, billed annually
Estate: $49 per month, billed annually
Forest: $99 per month, billed annually

ProProfs Knowledge Management is a powerful free Knowledge Management software with unique features, smart settings, and robust integrations. When it comes to creating an online Knowledge Management, documentation, help sites, and FAQs, the ProProfs is undoubtedly the best choice.

The text editor of ProProfs looks like Microsoft Word, and you will get numerous editing tools for styling and formatting. The software is straightforward to use and plays well with powerful tools like Zendesk, Freshdesk, and other Zendesk alternatives. The convenience and flexibility give a boost to small firms as well as large enterprises.

Features of ProProfs

  • Automated Routing
  • Email Management
  • IP Whitelisting
  • Interaction Tracking
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Real-time Chat
  • Reporting/Analytics
  • Service Level Agreement (SLA) Management
  • Support Ticketing
  • Ticket Management
Pros of ProProfs Cons of ProProfs
  • Automated ticket creation
  • Instant ticket resolution with the chat function
  • Unusual pricing system, where you pay for pages
  • Targeted agent training and management
  • Shared inbox functionality
  • The text editor can feel a little outdated at times
  • Can get expensive for bigger Knowledge Managements

Pricing of ProProfs

Free
Essential: $0.30 Page/month
Premium: $0.50 Page/month

Wrapping Up

This was the list, guys. Here, we are trying to cover almost every best Knowledge Base Software. Each of this knowledge management is well trusted, useful, and proved themselves worth using by millions of companies.

Which one did you use or decide to use after reading this article? Let me know in the comment sections below. Also, share your user experiences after using them too. Till then, enjoy the article. 

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