9 Customer Support Knowledge Base Software Worth Your Time
You want customer support knowledge base software that actually helps your team work smarter in 2025. The best knowledge base software makes it easy for you to find answers fast, so your agents can spend less time on simple questions and more time solving real problems. Studies show that companies have cut response times by 40% and onboarding by 30% just by using these tools. You’ll see options like Sobot, which blends Sobot AI, Sobot call center, and a unified platform to boost efficiency. Every business is different, so think about what fits your needs best.
Sobot Ticketing System
Overview
You want a customer support knowledge base software that brings everything together. Sobot Ticketing System gives you a unified platform for handling tickets from email, chat, voicemail, and even e-commerce sites. You get automation, AI-powered ticketing, and smart notifications that help your team respond faster. Sobot’s system is stable and trusted by brands like OPPO, Samsung, and J&T Express. You can manage all your customer interactions in one place, which makes your support team more efficient. Sobot stands out as one of the best knowledge base software options if you need a solution that scales with your business.
Key Features
Sobot Ticketing System packs features that make your life easier:
- Automatic ticket assignment and routing
- AI-powered ticket management and resolution
- SLA reminders and custom trigger rules
- Multilingual support for global customers
- Integration with email, chat, voicemail, and e-commerce platforms
- Trusted analytics and smart notifications
- Canned responses and categorized templates
- Merge tickets and set priorities
- Unified customer ID for quick reference
Multilingual support and seamless integration mean you can serve customers in their native language and connect your help center software with other business tools. This boosts engagement, satisfaction, and retention.
Value for Customer Support
Sobot helps you deliver better customer support outcomes. You see faster response times, higher satisfaction, and less manual work. Take a look at how Sobot improves results for real companies:
| Company | Improvement Metric | Percentage Improvement |
|---|---|---|
| J&T Express | Sign-off rate | 35% |
| J&T Express | COD collection rate | 40% |
| OPPO | Customer Satisfaction (CSAT) | 93% |
| Sobot | Reduction in customer support queries | 40% |
| Sobot | Increase in customer satisfaction | 25% |
OPPO’s story shows how Sobot’s knowledge base software can optimize your support. OPPO achieved an 83% resolution rate and a 94% positive feedback rate after switching to Sobot. You get a customer support knowledge base software that reduces maintenance by 90% and connects all your channels. Sobot is the best knowledge base software for teams that want to improve CSAT, boost repurchase rates, and expand globally.
Zendesk Guide
Overview
Zendesk Guide gives you a simple way to build a customer support knowledge base software that works for your team and your customers. You can set up a help center where people find answers on their own, day or night. This means your agents spend less time on basic questions and more time helping with tough problems. Zendesk Guide fits businesses of all sizes, from startups to big companies. You get a platform that grows with you and helps you deliver better support every step of the way.
Features
Zendesk Guide comes packed with tools that make your support team’s job easier. Here’s a quick look at what you get:
| Feature | Description | Benefits |
|---|---|---|
| Self-Service Knowledge Base | Lets customers find answers through FAQs and guides. | Reduces support workload and gives customers 24/7 access to help. |
| Analytics and Dashboard | Shows you how your team and help center are doing. | Helps you track performance and make smart decisions. |
| Automation, Workflows, Macros | Handles routine tasks and ticket actions automatically. | Speeds up responses and lets agents focus on complex issues. |
You can also use automation to set up workflows and macros. This means you spend less time on repetitive tasks. The analytics dashboard gives you a clear view of what’s working and what needs improvement. You can spot trends, see which articles help the most, and find ways to make your customer support knowledge base software even better.
Tip: Use the self-service knowledge base to answer common questions. This keeps your team free for more important work and helps customers get instant answers.
Pricing
Zendesk Guide starts at $19 per agent each month. This price gives you access to the core features you need to run a strong knowledge base. Some advanced features may cost extra, so you’ll want to check what’s included before you sign up. Here’s a quick comparison:
| Software | Entry-Level Pricing |
|---|---|
| Zendesk | $19 per agent per month |
| Desk365 | $12 per user per month |
| Additional Costs | Yes (for essential features) |
Zendesk Guide gives you a flexible way to build your customer support knowledge base software, but you should always review the details to make sure it fits your budget and needs.
Freshdesk
Overview
Freshdesk gives you a simple way to manage customer support knowledge base software. You can bring all your customer conversations into one place. This makes it easy for your team to see what’s going on and respond quickly. Freshdesk works well for businesses of any size. You can set up a help center, answer tickets, and use smart tools to save time. Many teams like Freshdesk because it helps them organize support and keep customers happy. If you want one of the best knowledge base software options, Freshdesk is worth a look.
Features
Freshdesk comes packed with features that help your support team work smarter. Here’s a quick look at what you get:
| Feature | Description |
|---|---|
| Intelligent Ticketing | Boosts productivity with shared inboxes, internal threads, and multilingual support. |
| Shared Inbox | Centralizes conversations, lets you use internal notes, and auto-assigns tickets. |
| Customer Portal | Lets customers submit tickets and find answers without waiting for an agent. |
| Freddy AI | Uses AI to give self-service options and automate repetitive tasks for your team. |
| Automations | Handles follow-ups and escalations with time and event-based triggers. |
| Security | Keeps customer data safe and lets you control who can see what. |
| Skill-based Ticket Assignment | Sends tickets to the right agent based on their skills and experience. |
Tip: Use Freddy AI to handle common questions. Your agents can then focus on more complex issues and give better support.
Pricing
Freshdesk offers several plans, so you can pick what fits your needs and budget. You can even start for free if you want to try it out. Here’s a quick breakdown:
| Plan Name | Monthly Cost | Key Features |
|---|---|---|
| Free Plan | $0 per agent per month | Email and social ticketing, ticket trend report, knowledge base, team collaboration, data security. |
| Growth | $15 per agent per month | Adds automation, marketplace apps, helpdesk reports, and customer satisfaction surveys. |
| Pro | $49 per agent per month | Includes multilingual support, custom roles, custom reports, dashboards, and SLA management. |
| Enterprise | $79 per agent per month | Offers skill-based ticket assignment, sandbox, agent shifts, custom agent roles, IP whitelisting. |
You can start with the Free Plan, which covers basic needs. If you want more automation or advanced features, you can move up to Growth, Pro, or Enterprise. Each step adds more tools to help your customer support team do their best work. For more details, you can visit Freshdesk’s pricing page.
Help Scout
Overview
You want a customer support knowledge base software that feels natural for your team and your customers. Help Scout gives you a help desk that looks and works like regular email, so your agents don’t need extra training. You can manage phone, chat, and email conversations from one mailbox. This makes it easy to keep track of every customer interaction. Help Scout is popular with small businesses and growing teams because it’s simple, fast, and reliable. You get a tool that helps you build trust and deliver answers quickly.
Features
Help Scout packs a lot into its platform. You get templates that look like regular emails, so your replies feel personal. You can see each customer’s full profile, including account history and quick links to internal systems. This helps you solve problems faster. You manage all your conversations—phone, chat, and email—in one place. Security matters, so Help Scout supports two-factor authentication. You also get CRM features that store and update customer data automatically. The Beacon live chat widget recommends help articles based on the customer’s current page and lets you escalate chats to real conversations. You get six types of help desk reports with real-time updates and export options. Help Scout works on mobile, too, with apps for Android and iOS. You can connect with over 80 integrations, including popular platforms like Slack and Shopify.
- Templates that look like regular emails
- Full customer profiles with account history
- Unified mailbox for phone, chat, and email
- Two-factor authentication for security
- CRM features with auto-updating profiles
- Beacon live chat widget with smart recommendations
- Six types of help desk reports
- Mobile apps for Android and iOS
- Over 80 integrations with popular platforms
Tip: Use Beacon to guide customers to the right answers before they even ask. This saves your team time and boosts satisfaction.
Pricing
Help Scout keeps pricing simple. You pay $20 per user each month for the Standard plan. This gives you access to the main features, including the customer support knowledge base software, Beacon live chat, and reporting tools. If you want advanced features like custom fields, enterprise security, or more integrations, you can upgrade to the Plus plan at $40 per user each month. Help Scout offers a free trial, so you can test the best knowledge base software for your team before you commit. For more details, visit Help Scout’s pricing page.
Guru
Overview
You want a customer support knowledge base software that helps your team share information quickly. Guru makes it easy for you to capture answers, share updates, and keep everyone on the same page. You can use Guru right inside your browser, so you never have to switch tabs or lose focus. Many teams like Guru because it keeps knowledge fresh and easy to find. If you want the best knowledge base software for collaboration, Guru is a strong choice.
Guru works well for remote teams, fast-growing companies, and anyone who needs to keep information accurate. You get tools that help you verify answers, track what’s popular, and make sure your team always has the latest info. Guru helps you build a knowledge base that grows with your business.
Features
Guru gives you features that make sharing and finding answers simple. You can use Guru’s browser extension to access your knowledge base from anywhere on the web. You get verification workflows that keep your information up-to-date. Guru’s analytics dashboard shows you what content your team uses most, so you know what’s working. You can also comment and share notes with your team, making collaboration easy.
Here’s a quick look at Guru’s top features:
| Feature | Description |
|---|---|
| Verification workflows | Ensures that information remains accurate and up-to-date, maintaining data integrity. |
| Browser extension | Allows users to access Guru from anywhere on the web, ensuring knowledge is always accessible. |
| Analytics dashboard | Enables tracking of usage patterns and popular content for data-driven decisions. |
| Collaboration tools | Promotes team collaboration by allowing sharing and commenting on information. |
Tip: Use Guru’s verification workflows to make sure your customer support knowledge base software always has the right answers. This helps your team avoid mistakes and keeps customers happy.
Pricing
Guru offers simple pricing that fits different needs. You can start with a free trial for 30 days and try all the features. The All-in-one plan costs $15 per user each month when billed annually. This plan gives you AI-driven search, an intranet, and a wiki. If you need more, Guru’s Enterprise plan offers custom onboarding, integrations, and analytics. You can contact Guru for a custom quote.
Here’s a breakdown of Guru’s pricing:
| Pricing Tier | Price (per user/month) | Features Included |
|---|---|---|
| Free Trial | Free | 30 days of full platform access |
| All-in-one | $15 (billed annually) | AI-driven platform, AI search, Intranet, Wiki |
| Enterprise | Custom | Custom Onboarding, Custom Integrations, Custom Analytics |
You can learn more about Guru’s plans and features on their official pricing page. Guru gives you a flexible way to build the best knowledge base software for your team, whether you’re just starting out or scaling up.
Document360
Overview
You want a customer support knowledge base software that makes things simple for your team and your customers. Document360 helps you build a searchable hub for FAQs, product guides, and troubleshooting steps. You can organize articles with categories and tags, so everyone finds answers fast. Document360 works for companies of all sizes, especially if you need to support customers in different languages. You get a clean, markdown-based editor, so you don’t need technical skills to create or update content. Many support teams use Document360 to reduce ticket volume and help customers solve problems on their own.
Document360 gives you a way to keep your knowledge base organized and easy to use. Your team spends less time answering repeat questions and more time helping with complex issues.
Features
Document360 packs a lot of useful tools into its platform. Here’s a quick look at what you get:
| Feature | Description |
|---|---|
| User-friendly knowledge base editor | Simple, markdown-based editor for creating organized articles without technical skills. |
| Categorization and tagging system | Robust system for organizing content into hierarchical structures for easy navigation. |
| Multi-language support | Supports multilingual knowledge bases to serve a global audience. |
| Advanced analytics | Provides insights into user interactions, helping refine the knowledge base over time. |
| Additional integrations | Integrates with tools like Zendesk and Intercom to connect knowledge base to existing workflows. |
| Knowledge base | Searchable hub for FAQs and product guides for quick access by support teams. |
| Troubleshooting guides | Step-by-step instructions for resolving technical issues, empowering agents to act quickly. |
| Multi-channel support documentation | Ensures consistent information across various support channels. |
| AI Search | Instant, relevant answers to complex queries, enhancing support team efficiency. |
| Ticket Deflector | Minimizes support ticket volume by directing users to self-help resources, improving customer satisfaction. |
| Insight-driven support | Uses analytics to track user interactions and identify content gaps for a data-driven content roadmap. |
You can use AI search to get instant answers to tough questions. The ticket deflector feature helps customers find solutions before they submit a ticket. Advanced analytics show you which articles help the most, so you know where to improve. Document360 also connects with tools like Zendesk and Intercom, making it easy to fit into your existing workflow.
Pricing
Document360 offers flexible plans for different needs. You can start with the Standard plan at $99 per project each month. This plan gives you access to the core features, including the knowledge base editor, analytics, and integrations. If you need more advanced options, like custom roles or private documentation, you can upgrade to higher tiers. Document360 also provides a free trial, so you can test the platform before you decide. For the latest pricing details, visit Document360’s pricing page.
Tip: Try the free trial first. You’ll see how Document360 can help your customer support team work smarter and keep your knowledge base up to date. 🚀
Confluence
Overview
You want a customer support knowledge base software that helps your team stay organized and work together. Confluence gives you a digital workspace where you can create, store, and share information with your team. You can build spaces for projects, teams, or goals, so everyone knows where to find answers. Confluence makes it easy to keep your support docs, FAQs, and troubleshooting guides in one place. You can use it to set up a help center for your customers or an internal wiki for your agents. Many support teams like Confluence because it keeps everything neat and easy to search.
Confluence is designed for teams that need to organize knowledge and work together. You get seamless workflows and better coordination, which means faster answers for your customers.
Features
Confluence packs a lot of useful tools for customer support knowledge management. You can use templates to create help articles, product guides, or release notes. The structured content tree lets you organize pages so your team finds what they need quickly. You can add macros for extra functionality, like dynamic content or interactive elements. Page versioning helps you track changes and roll back if needed. You can set permissions for users or groups, so only the right people see sensitive info. Analytics and page insights show you which articles get the most views, so you know what helps your customers most.
Here’s a quick look at some top features:
| Feature | Description |
|---|---|
| Macros | Add interactivity and dynamic content to pages. |
| Structured content tree | Organize work with nested pages for easy navigation. |
| Best practice templates | Use ready-made templates for support docs and guides. |
| Page versioning | Track changes and revert to earlier versions. |
| Content permissions | Control who can view or edit each page. |
| Analytics & page insights | See which articles get the most engagement. |
| Automation | Use rule templates to save time on repetitive tasks. |
| Unlimited storage | Store all your support docs securely in the cloud. |
| Public links & anonymous access | Share FAQs or release notes with customers outside your company. |
Tip: Use page insights and analytics to see what your customers search for most. This helps you improve your customer support knowledge base software and keep your help center up to date.
Pricing
Confluence offers plans for every team size. You can start with the Free plan, which works well for small teams or individuals. If you need more features, the Standard plan costs $5.16 per user each month, and the Premium plan is $9.73 per user each month. Large companies can choose the Enterprise plan with custom pricing. Paid plans give you advanced features like automation, analytics, and better security. You can pick the plan that fits your team and budget.
- Free plan for small teams
- Standard plan: $5.16/user/month
- Premium plan: $9.73/user/month
- Enterprise plan: Custom pricing
You get integration with other Atlassian tools, unlimited storage, and 24/7 support with a 99.9% uptime SLA. If you want to learn more, check out Confluence’s pricing page.
Confluence gives you flexible options to build the best knowledge base software for your customer support team, whether you’re just starting out or scaling up.
Notion
Overview
You want a customer support knowledge base software that feels flexible and easy to use. Notion gives you a workspace where you can create, organize, and share information with your team. You can build a wiki, set up help docs, and keep everything in one place. Notion works for small startups and big companies. You can customize pages for your support team or let customers find answers on their own. Many teams use Notion because it helps everyone stay on the same page and find what they need fast.
Notion makes it simple to break down information silos. You can organize support docs, FAQs, and troubleshooting guides so your team and customers always have access to the latest info.
Features
Notion packs a lot of features that help you build the best knowledge base software for customer support. You can create a wiki that centralizes all your company knowledge. Organize pages with folders and tags so information is easy to find. Customize your knowledge base to fit your team’s needs. Notion encourages cooperation by serving as a single source of truth. You save time by providing standardized answers to FAQs and reduce the number of support tickets.
Here’s a quick look at Notion’s top features for customer support knowledge base software:
| Feature | Benefit |
|---|---|
| Create a wiki | Centralizes all company knowledge for easy access. |
| Organize pages | Ensures information is easily shared, found, and utilized. |
| Customize knowledge | Allows teams to tailor information to their specific needs. |
| Break down information silos | Promotes accessibility and organized documentation across teams. |
- You save time with standardized answers to FAQs.
- You centralize crucial information, which boosts staff productivity.
- You encourage teamwork with a single source of truth.
- You improve customer satisfaction with self-service resources.
- You streamline support by reducing ticket volume.
Tip: Use Notion’s templates to set up your help center fast. You can update articles anytime, so your knowledge base stays fresh.
Pricing
Notion offers a simple pricing structure. You pay $10 per user each month for the basic plan. This gives you access to core knowledge management features and limited guest access. If you want AI-powered tools, you pay extra. Compared to other customer support knowledge base software, Notion’s pricing is affordable for most teams.
| Software | Starting Price | Key Features |
|---|---|---|
| Notion | $10/user/month | Basic knowledge management, limited guest access, additional costs for AI features. |
| Featurebase | $49/month | Advanced features like AI-powered search, integrated feedback collection, multilingual support. |
You can try Notion for free before you decide. For more details, check out Notion’s pricing page. Notion gives you a flexible way to build the best knowledge base software for your customer support team.
Helpjuice
Overview
You want customer support knowledge base software that makes things easy for your team and your customers. Helpjuice gives you a platform where you can build, organize, and share answers fast. You can create articles with a simple editor, so you don’t need to be a tech expert. Helpjuice helps you cut down on support tickets by letting customers find answers on their own. Many companies use Helpjuice because it centralizes information and makes support more efficient. If you want the best knowledge base software for self-service and team collaboration, Helpjuice is a strong choice.
Features
Helpjuice packs a lot of smart tools into its platform. You get an easy-to-use article editor with both WYSIWYG and markdown options. Your team can work together in real time, leaving comments and updating content as needed. The AI-powered search digs through plain text, PDFs, and even images to find the right answers. You can track how people use your knowledge base with powerful analytics, so you know what’s working and what needs improvement. Helpjuice connects with tools like Slack, Microsoft Teams, Freshdesk, and Salesforce, making it easy to fit into your workflow. You also get hands-on onboarding and free expert customization, so you can set up your help center just the way you want.
Top Helpjuice features:
- Easy article editor (WYSIWYG and markdown)
- Real-time collaboration with live comments
- AI-powered search for fast answers
- Analytics to optimize your knowledge base
- Integrations with popular business tools
- Expert onboarding and customization
Helpjuice’s AI search helps your team and customers find answers instantly. This can reduce support inquiries by up to 60%, saving you time and boosting satisfaction. Learn more about Helpjuice’s features.
Pricing
Helpjuice offers simple plans for different team sizes. You pay $120 per month for the Basic Plan, which covers up to 4 users. If you have a bigger team, the Unlimited Plan costs $659 per month and lets you add as many users as you need. Both plans give you full access to Helpjuice’s features, so you don’t miss out on anything.
| Plan Type | Price | Users Included |
|---|---|---|
| Basic Plan | $120/month | 4 users |
| Unlimited Plan | $659/month | Unlimited users |
You get instant answers for your team, centralized information access, and a knowledge base that grows with your business. Helpjuice helps you build the best knowledge base software for customer support, whether you’re just starting out or scaling up. For the latest details, visit Helpjuice’s pricing page.
Choosing the Best Knowledge Base Software
Key Criteria
When you look for the best knowledge base software for customer support, you want tools that make life easier for your team and your customers. The right knowledge management software helps you build a self-service portal that works for everyone. Here are some key things to check:
- ai-powered search that helps users find answers fast
- User-friendly authoring tools for easy content creation
- Robust content management for organizing articles
- Customization options to match your brand
- analytics and reporting to track what works
- Integrations with your current customer service software
- Enterprise-grade security and scalability
You want a knowledge management system that supports self-service documentation and self-service support. The best knowledge base software should let you create an online knowledge base that grows with your business. If you want to offer self-serve customer support, look for knowledge base systems that include ai knowledge base features and self-service options.
Ease of Use
Ease of use matters a lot when you pick knowledge base software. If your team finds it hard to use, they will not adopt it. A simple interface and easy navigation help everyone find information quickly. You want a knowledge management system that feels natural. Users like software that makes it easy to update articles and manage your self-service portal. If your knowledge base systems are easy to use, your team will spend less time searching and more time helping customers.
- Usability is key for adoption of knowledge management software.
- Teams prefer knowledge base software that is simple and quick to learn.
- A user-friendly design helps with fast information retrieval.
The best knowledge base software gives you a smooth experience, so you can focus on customer support instead of learning new tools.
Analytics & Integration
You need analytics and reporting to see how your knowledge base software performs. Good analytics show you which articles help the most, how fast your team responds, and what customers search for. This helps you improve your self-service portal and make better decisions. Advanced analytics and reporting can show trends, response times, and customer satisfaction scores.
- Analytics help you spot trends and optimize your knowledge management.
- Reporting covers key metrics like resolution rates and customer satisfaction.
- ai-powered search and analytics improve the user experience.
Integration is also important. The best knowledge base software connects with your customer service software, chat tools, and other platforms. Seamless integrations make your knowledge management system more powerful. You can build an online knowledge base that fits right into your workflow. With ai knowledge base features and strong analytics and reporting, you can deliver better self-service support and boost customer support results.
You get big benefits when you use knowledge base software for customer support. Here’s what you can expect:
- You boost team productivity and efficiency.
- You cut support costs and help customers solve problems on their own.
- You keep information consistent and make onboarding faster.
Each solution in this list brings something special. Sobot stands out with its unified platform and global reach. Before you choose, look at your business needs. Try free trials or demos to see which knowledge base software fits best.
| Benefit | Why It Matters |
|---|---|
| Enhanced understanding | You learn features hands-on. |
| Reduced investment risk | You test before you buy. |
| Increased user confidence | You trust your choice. |
FAQ
What is customer support knowledge base software?
Customer support knowledge base software helps you organize answers, guides, and FAQs in one place. Your team and customers can find solutions fast. This tool makes support easier and improves satisfaction.
How do I choose the best knowledge base software for my business?
Look for software that is easy to use, supports multiple channels, and offers strong analytics. Make sure it fits your team’s needs. Try free trials to see what works best for your customer support.
Can I use knowledge base software for self-service support?
Yes! You can set up a self-service portal with customer support knowledge base software. Customers find answers on their own, which saves your team time and reduces ticket volume.
Why is multilingual support important in a knowledge base?
Multilingual support lets you help customers in their own language. This feature is key if you serve a global audience. It boosts satisfaction and makes your support more inclusive.
How does analytics improve my customer support knowledge base?
Analytics show you which articles help most, what customers search for, and where you can improve. You use this data to update content and make your knowledge base the best it can be.
See Also
Best Customer Service Tools to Consider in 2024
Leading Live Chat Solutions for Businesses in 2024
Essential Tips for Selecting Social Media Support Tools
