There are hundreds of knowledge base software available on the internet, but most of them are outdated and do not have the advanced knowledge base features required today in 2023.
We have researched and compiled a list of the best knowledge base software comparison articles of 2023. These knowledge base software platforms are easy-to-use and fully-featured, meaning you can use them for a small business and keep using them even when you grow into a large enterprise.
Table of Contents
What is a Knowledge Base Software?
A knowledge base software is a well-organized database used for creating and sharing knowledge content. It helps in the collection, organization, and retrieval of knowledge content.
Knowledge base software is used in online libraries to manage information about a product, service, or topic. Usually, the information is provided by several contributors who are very knowledgeable about the particular topic. So a knowledge base software besides managing knowledge also provides a collaborative environment for multiple users to contribute.
Knowledge Management Software
The terms knowledge base software and knowledge management software are both used for software that manages knowledge. However, the term knowledge management software usually refers to software that can handle a large amount of data like in corporate or enterprise knowledge management. If you want such software, you can see here for the best knowledge management software tools.
In this article, we will mainly see knowledge base tools that are the best customer support software.
Comparing Self-Hosted Knowledge Base Software and SaaS
When it comes to the best knowledge base platform, you have two options: SaaS or self-hosted knowledge base software.
SaaS (Software as a Service) is a software distribution model where the software company hosts the software on their server and provides access to customers over the Internet. SaaS knowledge base software, also known as hosted knowledge base software, is widely used and dominates the market.
Using self-hosted knowledge base software involves obtaining the software and license from the software company and finding a hosting provider to host it on your website. While it may seem like a bit of work, it’s relatively easy.
Disadvantages of SaaS Knowledge Base
There are a few drawbacks to using SaaS knowledge base software, primarily:
- Limited users/agents: You have to pay based on the number of agents or users accessing the knowledge base. Adding more agents increases the cost.
- Pricing: SaaS products typically require a significant monthly subscription fee.
- Data limit: Each pricing plan has a data limit, and exceeding it means upgrading your plan.
- Private/Internal knowledge base: Some SaaS products charge extra for providing a private knowledge base.
- Additional software: Many SaaS knowledge bases come bundled with other software like ticketing systems and live chat. If you don’t need them, it’s a waste of money.
On the other hand, self-hosted knowledge bases offer unlimited users without monthly subscriptions or data limits. While you may need to pay for a hosting provider, it is significantly cheaper than SaaS, often around 1/10th of the cost.
Although SaaS knowledge bases are popular, the trend is shifting towards self-hosted knowledge base software.
Best Self-hosted Knowledge Base Software – 2023
There are many self-hosted knowledge base software available. Each of them might run on different web platforms (content management systems). They enjoy the perks that come with that web platform.
1. Helpie Knowledge Base
Helpie is an advanced knowledge base software for creating, sharing, and collaborating knowledge content. With Helpie knowledge base, you can build a self-help portal for customer support and also use it as an internal knowledge base software for team collaboration, document library for technical documentation, and much more.
Helpie knowledge base is a WordPress plugin that adds knowledge base features to your WordPress website. WordPress is easy to use and a beginner-friendly CMS (Content Management System) with which you can build any type of website.
Working with Helpie and WordPress is very easy. When you give it a try, you will be surprised by what you see. Here are some resources to help you.
Pricing
Helpie gives you 3 pricing plans based on the number of knowledge base websites you want to build. You can enjoy all the features on all pricing plans.
- Single site – $69 per year for unlimited agents
- 5 sites – $99 per year for unlimited agents
- Unlimited sites – $199 per year for unlimited agents
Pros:
- Helpie is a WordPress plugin that allows you to create an unlimited number of agents for your knowledge base.
- It is affordable and costs only $69 per year. You have to pay for your hosting provider, but it is much less compared to SaaS products. Hosting could cost you around $49 – $99 per year.
- Helpie is fully collaborative and is the best option for an internal knowledge base software.
- Since it is self-hosted, you have full control over your knowledge base, which you would not get on a SaaS product.
- You can integrate your knowledge base with many other software like CRM, Ticketing System, Live chat, etc., using WordPress integrations.
- Helpie has a dedicated customer support team which is equal to that of any SaaS product.
- It integrates with thousands of WordPress themes and plugins and enhances your ability to customize styles, layouts and even add functionalities like blog, learning management system, login methods, eCommerce options and more.
- It is a web-based knowledge base software.
- Can be used as IT knowledge base software.
- Can create a simple knowledge base without much fuss.
- Anyone with the URL can access the online knowledge base or you can restrict access for members.
Cons:
- Helpie is a self-hosted knowledge base software so people may have inhibitions to using it. But in many ways, self-hosting is better than SaaS knowledge base.
- It runs on WordPress so people think there is a big learning curve. But WordPress is the best user-friendly platform.
As a self-hosted option Helpie is the best knowledge base software.
There is a 7-days free trial for Helpie Knowledge base.
Also See: How to Write a Knowledge Base Article
2. AH Tickets – PHP Knowledge Base
and Support Tickets System
AH Tickets is a PHP script that provides both a knowledge base and ticketing system for people who want to create their knowledge base website with PHP.
It’s powered by PHP MVC use with OOP and Bootstrap 3.x framework.
It’s important to note that building websites with PHP scripts are an old trend and there are more advanced and user-friendly knowledge base solutions available.
However, AH Tickets allows you to create a practical customer helpdesk with both the knowledge base and ticketing system.
Pricing
It is sold in the Envato market for $25. You could hire a developer to set it up!
Pros
It also allows your visitors to login using their social media accounts and you can connect your knowledge base to Mailchimp to grow your mailing list.
Cons
It cannot be used as an internal knowledge base software because the content restriction capabilities are very basic.
Also See: the best WordPress Knowledge Base Themes
Free and Open Source Knowledge Base Software
If you’re looking for a free and open source knowledge base software, there are not many but we give you some best open source knowledge base software here. The open scource knowledge base software are self-hosted platforms, so you need to find a webhost for them.
Related Content: Best Open-Source Wiki Software
3. myBase
myBase is an open source knowledge base software that helps to collect and organize all the notes and documents in one place. With myBase you can create a full-text searchable knowledge base for any purpose. It comes with HTML/Rich Text editor and you can categorize items with hierarchical labels and tags
4. Kwoksys
Kwoksys is an open source IT management system that comes with a powerful knowledge base module so that you can create an IT knowledge base. It also has other modules such as Admin module for managing users and user fields, company system wide searching and many more.
5. phpMyFAQ
phpMyFAQ is an open source knowledge base software that is mainly a php knowledge base script. It is mainly created for a customer self-help knowledge base FAQ records (knowledge base article), categories, attachments, comments, glossary items and more. It has a powerful knowledge base search and you can restrict access to user and user groups.
6. OpenKB
With Nodejs and ExpressJS, OpenKB is a self-hosted knowledge base application that by default uses an embedded database (nedb) but can switch to using a MongoDB server by altering the configuration. The application is built around search rather than nested categories and is simple to install and use. On smaller screens, the admin can be a little challenging to edit Markdown. However, it uses Markdown-it, which is based on the CommonMark spec, and permits Mermaid charts in articles.
Though there are these free and open source knowledge base software options. their features and capabilities are very limited. Also they take time setting up and you need to spend time to learn the platform before using them.
I suggest that you choose the best self-hosted knowledge base solution that is Helpie knowledge base since it is affordable and has better features than the SaaS alternatives.
Best SaaS Knowledge Base Software – 2023
There are so many SaaS knowledge base software; we have chosen the best products with the most advanced features for 2023.
7. Zendesk Knowledge Base (Zendesk Guide)
Zendesk Guide is a web-based knowledge base software that works in integration with Zendesk Support to track, prioritize, and solve customer support interactions so that you can create an effective customer support helpdesk.
Zendesk Knowledge Base Pricing
Zendesk offers a variety of pricing plans for its products including Zendesk Guide and Zendesk knowledge base.
The pricing plans for Zendesk can be a little confusing. Zendesk knowledge base can only be used when you have an active subscription with Zendesk Support.
- Zendesk Guide starts at $5 per agent per month for the Lite plan and goes up to $99 per agent per month for the Enterprise plan.
- Zendesk Knowledge Base starts at $19 per agent per month for the Lite plan and goes up to $69 per agent per month for the Professional plan.
Pros
- It has all the features for a customer self-service knowledge base available
- Many 3rd party integrations are available.
Cons
It’s important to note that all the powerful features are in the top-tier plans, which makes it very expensive.
Support agents require training to use Zendesk properly which takes time and money.
It is the best all-in-all knowledge base software solution among SaaS products.
Also See: the Best Collaboration Tools for Internal Teams
8. HelpScout Docs
HelpScout Docs is a knowledge base software that facilitates easy creation and clear organization of documents. It has email and chat integrations, and so the documents can be easily shared to customers via chat and mail. For internal team documentation, it provides your team with a HelpScout login. It is also a good knowledge base application for software products.
Pricing:
HelpScout pricing plans include Mailboxes, Live Chat, and other integrations with the knowledge base. It has 3 pricing plans, and you are charged for each agent/user.
- Standard – $ 20 per user / month
- Plus – $ 40 per user / month
- Pro -$ 65 per user / month
Pros:
- It’s important to note that while HelpScout is designed to give customers a premium experience and allows for faster content creation and sharing.
- It is together a helpdesk software (with email & live chat) with integrations with many other 3rd party software like Salesforce, Jira, etc,
Cons:
- It may not be affordable for small business owners as the pricing can be expensive. If you have a 5 member team, then you would have to pay $100 per month.
- You cannot get the knowledge base separately which could reduce the price if sold as a separate product.
Also See: the Best Knowledge Base Examples
9. Helpjuice Knowledge Base
Helpjuice is a knowledge base software that allows you to create, edit, and share knowledge base content. It has an informative dashboard equipped with useful activity tracking and can be integrated with 3rd party software like Salesforce, Zendesk Ticketing system, Google Chrome, and communication software like Slack, Olark etc.
Helpjuice Pricing
Helpjuice has simple but costly pricing with just 2 plans.
- Starter – $120 per month up to 4 Users
- Run-up – $200 per month up to 16 Users
- Premium Limited – $289 per month for 60 users
- Premium Unlimited – $499 per month for unlimited users
Pros:
- While Helpjuice is one of the best options for a customer-facing knowledge base, especially for the unlimited plan which is the best offer by any hosted knowledge base software.
- Most of the helpdesk features such as ticketing system, CRM, Live chat etc., can be integrated with Helpjuice knowledge base
Cons:
- It may not be affordable for small and medium businesses as pricing is quite costly.
- Content control features are minimum so it’s not the best option if you want an internal knowledge base.
- It doesn’t give you any automatic notification.
It is the best standalone hosted knowledge base software.
10. LiveAgent Knowledge Base
Live Agent is a knowledge base software that allows you to create knowledge base categories based on your products, services, types of customers, etc., and add a customizable search widget to your knowledge base pages to help customers find articles.
It has a built-in WYSIWYG editor for knowledge base articles and allows you to change the color and style of your content such as for headings and paragraphs. It comes with Multi-Knowledge base features that can be useful if you sell many products and services.
LiveAgent Pricing
There is a 7 days free trial available with only a ticketing system (no knowledge base).
- Small Business – $9 per agent each month
- Medium Business -$29 per agent each month
- Large Business – $49 per agent each month
- Enterprise – $69 per agent each month
Pros
Can be used as an internal knowledge base software for your employees with separate knowledge base articles and categories accessible only to the agents
Cons
- It’s important to note that the knowledge base is only available in the paid versions. It’s slightly on the costlier side.
- While Live Agent is a complete multi-channel help desk software with a ticketing system and live chat support, it might be an overkill if you’re only looking for a knowledge base software without ticketing and live chat.
