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.
- Create a WordPress website
- Installing and using Helpie on your WordPress website