Categories   >   Knowledge Base Software
Last Reviewed: November 13th, 2024

Best Knowledge Base Software Of 2024

What is Knowledge Base Software?

Knowledge Base Software (KBS) serves as the digital library of a company's operations, providing a centralized repository for knowledge acquisition, organization and retrieval. It fundamentally addresses the business challenge of knowledge silos, ensuring that critical intel doesn't get hidden in individual inboxes or minds. Key benefits include improved operational efficiency, enhanced customer service, and fostered innovation through knowledge sharing. The software is usually packed with features like full text search, categorization, and analytics. More advanced solutions might include AI capabilities for automating content discovery and suggesting relevant content. Users span a wide range—from internal teams like IT helpdesk and HR, to customers seeking self-service options. Industries with a significant amount of data or complex processes, like tech, healthcare, and finance, arguably gain the most benefit. Although KBS isn't universally perfect—it may struggle with unstructured data, and the implementation demands considerable effort— the value proposition remains clear: democratizing knowledge, facilitating efficient operations, and promoting organizational learnings. In conclusion, with strategic integration and use, KBS can be a vital tool delivering competitive advantage.

What Are The Key Benefits of Knowledge Base Software?

  • Improves operational efficiency
  • Enhances user satisfaction
  • Fosters knowledge sharing
  • Eases information management
  • Enables customer self-service
  • Reduces response time
  • Decreases training costs
  • Fuels innovation
  • Reduces repetitive inquiries
  • Supports decision making
Read more

Overall

Based on the latest available data collected by SelectHub for 159 solutions, we determined the following solutions are the best Knowledge Base Software overall:

Pipedrive
Pipedrive
Start Price
$14.90
Annual, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Pipedrive

Pipedrive is a sales and marketing management tool for small and medium businesses. It helps visualize the sales pipeline, track important activities and hold client conversations, with mobile access for greater productivity.

Even with its data exporting difficulties, filter complexity and non-intuitive email integration, the platform overall is easy to use. Integration with third-party software, such as Google Apps, Mailchimp and Zapier, along with a powerful API, increases its usefulness in enhancing business sales processes. Overall, it is a great solution for companies looking to streamline sales processes.

Pros & Cons

  • Sales Pipeline: 80% of reviewers referring to this aspect said the platform is good for keeping a close eye on deals at every stage and tracking individual progress to understand outcomes.
  • User Interface: Of the users mentioning the UI, 60% suggested that it’s functional and easy to use.
  • Mobile Application: 70% of the reviewers mentioning the mobile app stated that it makes Pipedrive easy to use anytime, anywhere.
  • Integrations: The platform helps users work seamlessly, with integrations for customer acquisition, goal achievement, application sync and more, as stated by 40% of reviews about integrations.
  • Data Exporting: Glitches and a lack of control make data querying and extraction slow, according to 50% of those who mentioned the exporting tool.
  • Filters: Filtering is complex, and 40% of users who referenced it stated it could improve in terms of usability and design.
  • Browser Extensions and Email Integration: Email integration, browser extensions and workflow automation are dated and not user-friendly, according to 70% of reviews on these features.
  • Expensive: 60% of users who reviewed pricing suggested that the features are overpriced in comparison to the competition’s products.

Key Features

  • Lead Management: Includes a product catalog, lead import tools and deal probability, in addition to visual pipelines. A color-coded feature called “rotting” uses different colors to represent how hot or cold a lead is, providing visibility into which leads require follow-up or are best to pursue. 
  • Contact Management: Import contacts from a previous CRM or spreadsheets, or sync from Microsoft or Google. Once in the system, contacts are stored as organizations and people, which can be attached to deals. Record and access a history of interactions to clarify where things stand. View contact locations by adding Google Maps integration. 
  • Web Forms: Generate leads via web forms embedded on a company website or shared in emails and on social media channels. Customize fields to capture personal details specific to company needs. Configure where the leads appear (e.g., as a deal or contact). 
  • Leadbooster Chatbot: Collect and qualify leads 24/7. Route leads to a custom destination, such as a stage or sales rep. Calendar syncing lets leads book meetings with sales reps from within the chatbot conversation. 
  • Activity Management: Contains a scheduling tool, reminder notifications and a premade list of activity types, which can be configured based on company needs. 
  • Sales Forecasting: Pursue the best deals and effectively plan strategies for open deals. Access and customize different views: 
    •  Individual views provide in-depth details for sales reps. 
    •  Forecasting views let managers filter deals based on criteria like date started or product. 
  • Integration: Integrates with dozens of other apps, including Asana. Connects with platforms like Zapier and Automate.io, allowing further integration with tools like LinkedIn, Zendesk, Mailchimp, HubSpot, Jira, Salesforce, Dropbox and various G Suite tools like Gmail. 
  • Marketplace: Supports dozens of third-party plugins. Thumbs-up/thumbs-down ratings and user reviews help gauge how an app performed for other users. 
  • User Access Control: Set user permissions and determine how users log in, whether it’s via two-factor authentication or using a single sign-on (SSO) platform. Track the identity and location of anyone who logs in on a dashboard. Receive alerts when an unrecognized device logs in. 
  • Data Security: Features include data encryption, daily backups and GDPR compliance. Also provides a data protection officer and multiple certifications. 
Salesforce Sales Cloud
Salesforce Sales Cloud
Start Price
$25
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Salesforce Sales Cloud

Based on our research and user feedback, Salesforce Sales Cloud turned out to be a powerful and flexible CRM solution, capable of accommodating businesses of any size.

Its AI-powered features, especially Einstein, truly set it apart. This tool provides predictive analytics, lead scoring, opportunity scoring and sentiment analysis to improve sales efficiency.

We found the mobile app to be feature-rich, offering full functionality for sales teams on the move, including forecasting and account management.

Yet, some users reported a learning curve for advanced features. While the basic functionalities are user-friendly, leveraging the full potential of Sales Cloud may require proper training. Additionally, smaller organizations might find the pricing structure challenging, as costs can accumulate quickly with add-ons and advanced features.

Integration capabilities are generally strong, but we observed that some key functionalities, such as event tracking and eCommerce integrations, rely on third-party providers. This could add complexity and cost for businesses requiring these features.

Overall, Salesforce Sales Cloud is well-suited for organizations seeking a reliable, AI-enhanced CRM with extensive customization options and analytical capabilities. It's particularly valuable for businesses expecting growth, as the platform can scale effectively. However, potential users should carefully consider their budget, required features and available resources for implementation and management when assessing this CRM.

Pros & Cons

  • Easy To Use: Many users report that Salesforce has a user-friendly and intuitive interface, making it accessible to both beginners and experienced users.
  • Good Vendor Support: Salesforce offers quality support. Users often mention that the company treats them more like partners than just customers.
  • Highly Customizable: Developers find that the level of customization provided by Sales Cloud helps them extend Salesforce's features effectively.
  • Scalability: Salesforce is suitable for companies of all sizes. It's a long-term solution that can adapt to evolving organizational needs.
  • Learning Curve: While the interface is user-friendly, users need proper training to use Salesforce efficiently, especially for more advanced features.
  • Cost: Several users, particularly from smaller organizations, point out that the overall price can be a concern for businesses with limited budgets.
  • Resource Intensive: While Salesforce can do almost anything, it often requires a dedicated team and skilled resources to manage it effectively.

Key Features

  • Sales Forecasting: You can build accurate sales projections and custom forecast types based on various data points, measures and dates to get a clear picture of your future sales performance.
  • Lead Management: With Sales Cloud, it’s easy to capture leads, manage campaigns and convert opportunities into sales. You can create forms on your website, use LinkedIn ads or have AI chatbots talk to potential customers.
    • AI-based Lead Conversion: The Einstein Lead Scoring tool analyzes past conversion patterns to predict which current leads are most likely to convert, helping you prioritize the most promising prospects.
  • Integration Capabilities: Connect Salesforce with your favorite tools and platforms. A wide range of plugins is available, enabling you to create a smooth workflow across all your applications.
  • Reporting and Analytics: While the reporting system is user-friendly, quick and can generate real-time reports, it also offers flexibility for more advanced users who want to customize their reports. You can also create reports for territories and collaborative forecasts.
  • Mobile App: Salesforce’s mobile app lets you create, edit and view records for accounts, campaigns, cases, contacts, forecasts and leads. Additionally, you can use Salesforce Chatter to see feeds, groups and people. What data you can access depends on your organization's settings.

Pricing

License/Subscription Cost
  • Based on a recurring subscription-based model: per user, per month (billed annually)
  • All products require an annual contract
  • Cost varies depending on the package selected — Lightning Essentials, Lightning Professional, Lightning Enterprise or Lightning Unlimited (refer to the pricing section for details)
Maintenance Cost
  • Included in the subscription cost
  • Users aren’t required to pay server fees or annual maintenance charges
  • Provides technical support and Help Center to resolve issues.
  • Streamlines the implementation process through videos, training and certification, a customer community, documentation, interactive tutorials, and webinars
Installation/Implementation Cost
  • The cost is over and above the subscription cost
  • Salesforce implementation can cost anywhere between $2,000 and $20,000, delivered within 2-3 weeks or 2 months
  • Salesforce implementation partners/contractors handle implementation, charging anywhere from $16/hour to over $190/hour
Customization Cost
  • Cost varies depending on the selected plan and any functional requirements added to the basic business requirements
  • Add-on charges include $50/user/month for knowledge base access and $250/GB/month for additional data storage capacity
Data Migration Cost/Change Management/Upfront Switching Cost
  • Cost varies depending on the amount of CRM data to be migrated, such as opportunities, cases, activities, contracts, orders, invoices, data duplication, data archiving and restoration
Recurring/Renewal Costs
  • Renewal cost is included in the subscription fee
  • Users may incur additional costs for premium support services, application administration, data archiving and restoration services chosen, if any
Zoho CRM
Zoho CRM
Start Price
$14
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
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Why We Picked Zoho CRM

Zoho CRM is a cloud-based CRM solution that serves businesses of all sizes and across various industries. It provides users with real-time data analysis, AI-powered sales performance optimization and extensive automation and customization. You can streamline workflows and improve sales efficiency with lead nurturing, deal management, and third-party integrations.

During our test run of their free trial, we loved working with standout features like the customizable dashboard, automated lead creation via the email parser and drop-down linking for account, product, lead and quote creation.

However, users report a learning curve associated with full feature utilization and customization. Additionally, some advanced features and functionalities require upgrades to higher tiers making it expensive for smaller teams. Overall, Zoho CRM offers an interoperable solution for businesses looking for a customizable, affordable CRM platform.

Pros & Cons

  • Work Offline: Users who mention this feature say the platform functions well even when used in offline mode.
  • Business Management: The system monitors business performance, populates the website with suitable visitors and keeps a tab on productivity and output, eliminating unmatched customers and removing hassle according to users who mention this aspect.
  • Affordable: Users said the software is budget-friendly as compared to other CRM systems and has considerably more adaptive features for the price.
  • Integrations: Reviewers appreciated Zoho’s integration with in-house tools that support unified workflows, flexibility and email functionality.
  • Learning Curve: Users mentioned some features and customization requires additional time and learning to implement.
  • Customer Support: Zoho’s customer support and inquiry resolution isn’t very responsive, according to users who refer to support. However, the chat support is comparatively better.
  • Lags and Delays: Reviewers noted there is sometimes a lag in notifications for email tracking and updates.

Key Features

  • Sales Force Automation: Automate tedious sales tasks such as lead generation and routing, data entry, email notifications, field updates and more. Optimize lead management, deal management, account management, contact management, and manage workflow and assignment rules.
  • Process Management: Enable your sales team to follow a standardized sales strategy. Use the blueprint feature to log offline processes such as order management or deal closure, ensuring consistent execution. Create automated approvals for common activities such as vacation time requests, capital expense reports and pricing discount requests. Additionally, you can set rules for assigning leads, escalating cases and validating CRM data.
  • Opportunity Management: Keep everyone’s antennas tuned to the same channel with Zoho’s activity tracking for all customer interactions like emails, calls, tasks and notes. Create deals and associate them with campaigns with drop-down fields and generate multiple pipelines using the standard template or your own personalized fields You can create a custom Kanban view using dropdown options and fields.
  • Multichannel Support: Connect with your email platform to send emails directly from the CRM. Connect your brand’s social media channel to respond in real-time, follow relevant conversations and automate lead generation. Use the Phonebridge integration to enable sales reps to easily log and track information from calls. You can also embed live chat and lead capture forms on your website to facilitate sales, marketing and customer service efforts.
  • Sales Enablement: Aid sales reps in their daily jobs using features like quotes and purchase orders (via integration with Zoho’s Finance Suite), a documents library, integration with Zoho’s presentation and document creation applications, and external-facing portals for partners and vendors. It also offers a calendar, a feature called SalesInbox for prioritizing the most lucrative emails, a web meeting platform through the Zoho Meeting integration, real-time notifications, collaboration feeds and more.
  • Performance Management: Gauge how a product, team or region is performing with forecasting tools. Group customers based on shared attributes (region, product, etc.) with territory management and gamify elements to encourage friendly competition that boosts performance among sales reps. Zia can also help improve performance by helping you target leads that are most likely to generate revenue. Your sales reps can engage with website visitors via chatbots for web and mobile, so every query receives attention even if they’re away from their desks.
  • Marketing Automation: Streamline marketing efforts by segmenting customers using a range of criteria, automating lead nurturing follow-ups, creating code-free web forms to gather customer information, scanning and uploading business cards, and analyzing campaign spending. Use capabilities like end-to-end event management, email campaign capabilities, surveys, and marketing details like budgets and performance metrics. A hierarchy feature lets you hook sub-campaigns to related main campaigns.
  • Team Collaboration: Use Feeds as a central location for collaborating, sharing announcements and offering advice. You can integrate chat functionality to facilitate everyday tasks and automatically send real-time sales updates. Users can leave notes on records or activities and tag other team members. Other features include groups for collaborating around specific events or for specific purposes, as well as project management tools via integration with Zoho Projects.
  • Third-Party Integrations: Connect with more than 50 third-party apps for collaboration, document management, live chat, telephony, messaging, events and meetings, quote management, document signing, lead management, marketing automation, social media, storage and more. Integrations include G Suite, Office 365, Slack, Shopify, Mailchimp, Facebook Ads, QuickBooks, GoToWebinar, DocuSign, Dropbox and Zapier.
  • Security: Store critical business data in secure vaults, choose where you want your data stored (U.S. and EU data centers) and encrypt data fields. Use audit logs to track activity, enable two-factor authentication and designate which IP addresses users can use to log in. Real-time backups on multiple servers ensure you won’t lose data due to a system-based or natural disaster.
Dynamics 365 CRM
Dynamics 365 CRM
Start Price
$65
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Dynamics 365 CRM

A mix of praise and critique defines 2023 user reviews for Dynamics 365 CRM. Fans champion its robust customization, enabling precise tailoring to diverse business needs, like adding fields to track specific equipment rentals or crafting workflows for complex approval processes. This flexibility, some say, surpasses competitors like Salesforce, where out-of-the-box options might constrain unique workflows. Yet, this very strength can be a double-edged sword. Detractors find the customization curve steep, requiring significant IT expertise or costly consultant guidance, unlike the more user-friendly setup of HubSpot. Integration shines as a clear win for Dynamics 365. Seamlessly blending with Microsoft's ecosystem, including Outlook and Teams, streamlines communication and boosts collaboration. Imagine pulling CRM data directly into an email or setting up team meetings from contact records – a breeze for Dynamics users, while competitors often require clunky workarounds. However, pricing structure remains a sore spot. While subscription fees are competitive, the extensive customization often necessitates additional add-ons and consultancy, potentially inflating costs compared to more all-inclusive options like Zoho CRM. Ultimately, reviews suggest Dynamics 365 excels for businesses seeking in-depth customization and Microsoft integration, willing to invest time or resources in setup. For those prioritizing ease of use or budget-friendliness, alternatives might be a better fit. The key takeaway? Choose the CRM that complements your unique needs and technical capabilities.

Pros & Cons

  • Easy to Use: 98% of reviewers referencing usability felt the software is user-friendly.
  • Improved Productivity and Efficiency: The system aids efficiency and productivity, as observed by every user who talks about this aspect.
  • Customer Relationship Management: 95% of the reviewers who reference this aspect noted that it aids a positive customer experience.
  • Customization: Adding or removing fields is simple and doesn’t require technical help, as observed by more than 85% of reviews mentioning this feature.
  • Integration: Important integrations such as Power BI, Cortana, Azure and Office are of great help, as noted by 92% of the reviewers who refer to this element.
  • Learning Curve: According to 90% of the reviewers talking about this factor, new customers require a bit of training, which is time consuming.
  • Pricing: Microsoft Dynamics 365 is expensive, as observed by every user mentioning cost.
  • Slow Performance: At times, the platform takes time to sync and perform simple tasks, as observed by almost 70% of reviewers referring to this aspect.
  • Navigation: 90% of the reviews about this feature mentioned the navigation is complicated, especially for new users.

Key Features

  • Campaign Builder: Set up and execute campaigns via a visual building tool, and design customer journeys by arranging templates using the drag-and-drop interface. It’s also possible to set triggers based on a range of rules, choose segmented groups, assign emails, include events or surveys, and more. 
  • Dashboards: Access a host of metrics related to leads, revenue and other data sources from dashboards and customize them to show the most important KPIs. Dashboard types include: 
    • User Dashboards: Visible to and controlled by individual users. 
    • System Dashboards: Visible to everyone, with the option to reduce visibility to certain roles. Customized and controlled by system admins. 
  • Lead Nurturing: Account-based marketing features provide capabilities such as customer segmentation, personalized email content and performance metrics. Build buyer journeys and set rules that define a lead’s score based on the individual lead record, the related contact or the related account. 
  • Integrations: Apart from the Dynamics 365 toolset and other MS applications, the platform integrates with partner systems. Integration with Zapier offers access to more than 1,500 apps, ensuring greater extendability. 
  • Event Management: Control all aspects of events, from registrations and speakers to sessions and venue logistics from an event portal. It integrates with ON24 and other providers to support running webinars. 
  • Customer Service Insights: Powered by AI, machine learning and BI tools, this feature helps track KPIs visually for at-a-glance insights. Monitor: 
    • Customer satisfaction levels
    • A range of case metrics
    • Backlog trends
    • Incoming support topics
    • Engagement patterns
    • Support agent performance
  • Customer Insights: This add-on feature uses AI to support marketing efforts. 
    • Use Microsoft Graph to input audience intelligence.
    • Build triggered workflows with Microsoft Flow.
    • Customize reports and dashboards with the Power BI connection.
    • Microsoft PowerApps enables custom app creation.
    • Governance tools and security features ensure GDPR compliance and data privacy.
Streak CRM
Streak CRM
Start Price
$0
Free, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Streak CRM

Built into Gmail, Streak ensures efficient email marketing, as users can check if an email is opened or read, deliver mass emails, send follow-ups, schedule emails and more. Additional strengths include data organization and greater productivity via G Suite integration. However, the free version has restrictions on how many emails can be tracked and doesn’t offer detailed tracking data. Reviewers also noted that the user interface needs improvement and that there are technical issues to address. Overall, it’s a decent software with a number of useful features.

Pros & Cons

  • Email Marketing: Robust features include open and read rates, bulk emails, scheduling and more, according to more than 82% of users who mention email marketing.
  • G Suite Integration: The software ensures efficient process by connecting with G Suite, as noted by almost 90% of reviewers who mention this aspect.
  • Free Plan: Every user who references the free plan indicated it’s very useful and caters to almost every requirement.
  • Centralized Data: The software aids efficient data management, as noted by every reviewer who mentions this feature.
  • Reminders: Every user who refers to this feature liked the ability to frequently follow up
  • Ease of Use: More than 62% of reviewers who reference this feature noted the platform is easy to navigate.
  • Customer Communication: Streak aids effective customer engagement according to all users who mention this feature.
  • Customer Support: According to almost 60% of users who mention this element, the customer service needs improvement, with slow responses and irregular quality cited as a couple issues.
  • Lack of Free Features: While the free plan is useful, 80% of reviewers felt it would be helpful to have more features.
  • Location: Every user who mentions this feature observed that the software doesn’t reflect senders’ geographical location.

Key Features

  • Pipelines: Streak CRM lets you create an unlimited number of pipelines, and with a Professional or Enterprise plan, you can also create unlimited rows (called items) within each pipeline. Filters, groups, sorting and search features let you configure pipelines based on the view you need and then save that view to share with team members. You can also link related pipeline items for quick navigation between the two. 
  • Boxes: Each box represents a contact, lead or whatever else you want to track. They act as the building blocks of your pipeline and are what you move through the stages. Boxes can contain information like emails, contacts, comments, notes, tasks, file attachments, data fields and more. 
  • Customizable Workflows: The software allows you to configure your workflow to fit your processes. You can add, delete or move pipeline stages, as well as color-code them for easy tracking. 
  • Alerts: The view tracking feature sends a notification when a recipient reads your message. You can sort emails in your Sent folder based on whether they’ve been viewed or not, so it’s clear which contacts require follow-up. 
  • Mail Merge: If you need to send mass emails that include personalization, this feature has the necessary capabilities. You can pull data from your pipeline to personalize elements like company info or recipient name. The preview mode lets you proof emails before sending. 
  • Send Later: You can schedule emails to send at a predetermined time and edit or cancel them from the draft view. 
  • Snippets: With this feature, which acts as a template, you can create a library of most-used emails to reuse whenever needed. Shortcuts allow you to insert the content quickly. The templates are shareable among team members. 
  • Reporting: Available with the Professional and Enterprise plans, this feature lets you generate reports based on the data in your pipelines. The system offers built-in sales and pipeline reports that can be customized, downloaded and shared via email. Sales reports let you track information like the total value currently in your pipeline, the value per stage, close rate, projected close value and more. Pipeline reports include total interactions, stage flow, the number of boxes assigned to each user and the number of boxes in any given stage. 
  • Permissions: With a Professional or Enterprise plan, you can control who views and edits information in the system. Owners act as the administrators, with the ability to edit teams, roles, pipelines and other settings. Members are limited to viewing pipelines and contacts, and can’t change user roles or team members. 
Insightly
Insightly
Start Price
$29
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Insightly

Insightly helps users track contacts through the customer lifecycle to increase sales and productivity, improve customer relationships and manage projects efficiently. It excels in capabilities such as customization, ease of use, contact management and more. However, features like reporting and dashboards have room for improvement. Users also pointed out that customer support isn’t as quick and attentive as it could be. Reviews on price are mixed, with some saying it’s justified for the features it offers, while others consider it a bit expensive. Overall, it’s a good fit for small businesses that are looking for a robust CRM within a decent budget.

Pros & Cons

  • Customer Relationship Management: Communicating with customers and nurturing relationships is effortless, as observed by every reviewer who references this capability.
  • Ease of Use: According to 85% of reviewers who mention this aspect, the software is easy to navigate.
  • Integration: 70% of users who refer to integration noted that the platform seamlessly integrates with Gmail, Mailchimp, Slack, calendar apps, social media platforms and more.
  • Project Management: The software aids efficient project management, according to 95% of reviewers who reference this feature.
  • Task Management: It’s easy to create, track and organize tasks, according to every reviewer who mentions task management.
  • Contact Management: The capabilities for managing a contact directory are exceptional, according to 95% reviewers who refer to this feature.
  • Customer Service: 70% of reviewers who mention customer support felt it was slow and could be more responsive and attentive.
  • Reporting: This feature is very basic and doesn’t offer many options to customize, according to more than 70% of reviewers who refer to it.

Key Features

  • Lead Management: When a new lead enters the system, the software uses criteria you set up to automatically assign leads and tasks to sales reps. Each lead’s social profiles are automatically attached to their record. You can use web pages to capture leads while removing spam, and Insight Cards reveal duplicate records for better data quality. 
  • Opportunity Management: Customizable pipelines with a kanban view organize leads, which can be dragged and dropped to each new stage. Sales reps can drill down to view a deal’s call and email history, notes, proposals, and contracts. 
  • Email Automation: Features include templates, mass emailing capabilities, list segmentation and scheduling. The platform lets you save emails from your inbox and has a search functionality. 
  • Calculated Fields: Insightly enables you to use your CRM data to implement business logic and mathematical functions within the platform. You can create calculated fields for any number of items. Examples include commission, region assignment, working hour totals and remaining balance. It’s also possible to add fields to dashboards. 
  • Workflow Automation: This feature enables a variety of actions, such as assigning tasks, updating data, sending emails and transforming closed deals into projects. Insightly also contains webhooks and AWS Lambda functions for extended automation. 
  • Contact Management: The system stores all contact records — customers, prospects and more — in a single location. Multiple list views aid in organizing and searching contacts. Individual records contain all relevant information about the contact and support custom fields for further personalization. They also include a full list of interactions with your company along with details about who your contact knows. 
HubSpot CRM
HubSpot CRM
Start Price
$1,080
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked HubSpot CRM

HubSpot CRM is a free platform that supports the marketing and sales efforts of small to mid-sized businesses with features such as lead intake, deal management, ticket issues and more. It’s easy to use, unified and offers robust workflow management automation. A couple downsides reviewers observed include the limited functionality of the mobile app and the integrations mainly geared toward e-commerce. All in all, businesses looking for marketing and customer management at no cost will find HubSpot CRM is a solid option.

Pros & Cons

  • User-Friendly: 86% of users mentioning this aspect observed that HubSpot CRM is easy to use and install without much hassle.
  • Workflow Management: Well-constructed workflows enable timely follow-ups, according to 76% of users mentioning this feature.
  • Report Generation: It's easy to upload and export reports, as indicated by 53% of reviews referring to reporting.
  • Automation: This feature makes it easy and faster to conduct daily professionals tasks, as noted by 60% of users referencing it.
  • Affordable: 55% of reviews mentioning price suggested the application is inexpensive for the features offered.
  • Unified Solution: A simple, unified dashboard makes it easy to carry out multiple activities, according to 66% of reviews that mentioned this aspect.
  • Mobile Application: 50% of reviews about the app suggested it’s inefficient and limited to monitoring the status of customer requests.
  • Integration: The platform lacks basic third-party integrations, with 63% of reviews on the subject saying the integrations are primarily beneficial for e-commerce businesses.

Key Features

  • Pipeline Tracking: Auto-populates data from new deals and eliminates manual entries in forms. Add, edit and delete stages and properties from entered deals without help from IT. 
  • Lead Management: Helps sort and filter a prospect’s information based on geography, company size and number of visits. Custom views aid tracking prospects for optimum outreach. 
  • Monitoring: Monitors and gives insight on a prospect’s website activity, and identifies new prospects that visit the company’s website. 
  • Email Tracking and Notifications: Tracks sent emails, activities and aligns timed follow-ups for optimum sales growth. 
  • Email Templates: Promotes effective outreach and communication by making it quick and easy to draft emails. 
  • Scheduling: Syncs Google and Outlook meetings, making it easy to pick available time slots. Also helps schedule team meetings with prospects to maintain relationships and increase sales. 
  • Reporting: Generates customizable reports and dashboards that enable sharing metrics with team members, which help stimulate business growth. 
  • Live Chat: Enhances customer experiences and reduces the chances of a prospect slipping through the cracks by enabling support agents and sales reps to solve the queries of existing and interested customers in real time. 
Infusionsoft
Infusionsoft
Start Price
$159
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Infusionsoft

Infusionsoft by Keap is a comprehensive CRM platform that helps SMBs automate processes, connect with prospects and customers, and increase ROI. As many reviews noted, the price is on the high end for a small business, and it has some features that work best for enterprises. It also has a learning curve and limitations with storage and custom fields. However, it provides robust email marketing and campaign management tools, and its wide range of automations can save users a lot of time. There are mixed reviews about customer service, as some find it satisfactory while others believe it’s inadequate. Overall, the product can be a good choice for companies with a large enough budget.

Pros & Cons

  • Process Automation: Every user who mentions this feature notes the system has vast automation scope including automating customer acquisition and marketing processes.
  • Campaign Builder: It offers a robust, flexible and feature-rich campaign builder with excellent controls, as observed by 85% of reviewers who reference campaign management.
  • Email Marketing: According to almost 90% of reviewers who mention email marketing, Infusionsoft by Keap has a responsive, user-friendly interface that aids segmentation, sends mass emails and offers templates.
  • Contact Management: 85% of users who reference managing client databases feel it’s possible to manage databases efficiently with the ability to create, organize and configure contact lists.
  • Learning Curve: The system is confusing to learn, requires a lot of training and has some features that are hard to find, as noted by more than 80% of customers who refer to training.
  • Price: The cost of the software is on the higher side, according to 90% of reviewers who mention pricing.
  • Custom Fields: It’s difficult to search fields and the platform doesn’t support more than 100 fields, according to every user who mentions custom fields and tools.
  • Document Storage: It doesn’t store documents or client information internally or in the cloud, as indicated by each customer who mentions storage.

Key Features

  • Customer Relationship Management: Infusionsoft’s CRM platform acts as the central hub for sales and marketing efforts. From it, you can segment lists, automate lead data entry, sync client emails from your other accounts to the correct contact record and identify the best opportunities with lead scoring tools. 
  • Marketing Automation: Build efficient processes using a variety of marketing automation settings. Campaign sequences are easy to create using the drag-and-drop interface, and you can set up workflows by defining triggers based on user actions. A/B testing is also supported. 
  • Sales Pipeline: The software allows sales reps and managers to nurture leads through the pipeline. The Infusionsoft by Keap app facilitates the creation and management of custom quotes, which customers can accept with a single click. 
  • Online Sales: Using this feature, you can generate unique landing pages. The interface is drag-and-drop, and templates make the process quick and easy. Add elements like text and images, as well as define which products to include. The system is also equipped to process online payments and will send automatic follow-ups to customers based on the sequence you choose. 
  • Integrations: Infusionsoft plugs into a host of third-party apps that extend your capability. E-Commerce integrations include Magento, WooCommerce and Shopify. You can also connect the platform to Zendesk, QuickBooks, Xero, Zapier, Vimeo, WordPress and a host of other tools. 
  • Payment Collection: Simplify the process of collecting payments on time. The system allows you to set up automated reminders and shows which customers have paid and which have outstanding balances. The connected platform removes the need to juggle multiple tools. Infusionsoft offers a flat rate for every transaction. 
  • Analytics: Take the pulse of your business with the analytics dashboard. It tracks a number of KPIs such as email conversions, quarterly sales and number of contacts. This provides insight into every aspect of your marketing and sales efforts, along with informing decisions. 

Pricing

License/Subscription Cost
  • Recurring subscription-based model: per user, per month, plus maintenance, implementation and backup support
  • All plans are billed monthly according to the annual contract
  • All plans come with a mandatory one-time setup fee called Kickstart package for new customers
  • Costs vary depending on the plan selected, based on the level of consulting and implementation help businesses require
Maintenance Cost
  • Included in the subscription cost
Installation/Implementation Cost
  • Included in the subscription cost
Customization Cost
  • Varies depending on the functional requirements added in the product module, such as sales force automation, marketing automation and eCommerce capabilities. This is based on the organization’s business requirements
Data Migration Cost/Change Management/Upfront Switching Cost
  • Cost varies depending on the amount and type of data to be migrated from the legacy system, availability of migration tools, data profiling, data cleansing and audit trail of the migration process
Training Cost
  • Cost is over and above the subscription cost and varies depending on the type of plan chosen
  • Provides an initial training program for first-time users. Users need to enroll and pay for the training course
  • Provides embedded links, including walkthrough features and video tutorials, after initial training is completed
Recurring/Renewal Costs
  • Cost is included in the subscription fee, based on the number of users, additional add-ons and the plan purchased
Bitrix24
Bitrix24
Start Price
$39
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Bitrix24

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Pros & Cons

  • Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
  • Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
  • Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
  • Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
  • Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
  • Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
  • User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
  • Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
  • Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.

Key Features

  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
Spiro
Spiro
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Why We Picked Spiro

Spiro enables SMBs to simplify their sales and communications with a user-friendly platform that’s built on AI. Given the central role AI plays, it stands out as a feature many users find to be helpful, particularly when paired with BI to improve sales efficiency. The built-in calling and messaging feature helps users stay connected to prospects, increasing the chances of conversion. Reviews also report that customer support is timely and helpful. Some limitations include slow functionality while reporting and inaccurate automatic data capturing. Overall, those looking for a solution to handle many sales activities without using a traditional CRM product may find it to be a good choice.

Pros & Cons

  • Ease of Use: The software is easy to use and customize to meet business processes and sales requirements, according to 83% of users referencing this aspect.
  • Artificial Intelligence: All reviews on this feature say the combination of AI and BI helps the sales team to work more fluidly and more efficiently.
  • Customer Service: The turnaround time and product understanding offered by the support team is very helpful, suggest 100% of reviews citing customer support.
  • Data Capturing: Automated data entry lacks precision and isn't streamlined enough for immediate business use, note 66% of users mentioning this feature.
  • Analytics and Reporting: The lack of proper filtering and functions slow processes down even with automation in place, in the experience of 66% of users reviewing this element.

Key Features

  • CRM Capabilities: While not a traditional CRM, it executes data collection, automatically gleaning information from emails, text messages and calls to measure engagement levels. 
  • Pipelines: Provides a clear view of each deal and has the option to create multiple pipelines to fit internal processes. Offers different views, such as by sales or stage priority. 
  • Analytics and Reports: Understand prospects, customers, opportunities and forecasts better through objective analysis of customer engagements at every stage. Report types include chart, pivot, summary and tabular. 
  • Mobile Apps: Apps for iOS and Android devices allow access to pipelines, reports, contacts, leads and customer records on the go. 
  • Integrations: Connect with many other types of business platforms, including CRM, ERP and customer support, along with tools like Slack, Office 365, Gmail and Outlook. 
  • Email: Supports emailing up to 500 contacts at once along with the option to schedule the emails in advance. Includes reusable templates for common types of messages. Integrate with a marketing automation solution to receive full email marketing capabilities. 
  • VoIP: Available on desktop or via mobile app. Includes one-click dialing, text message support, call recording, interactive

COMPARE THE BEST Knowledge Base Software

Select up to 2 Products from the list below to compare

 
Product
Score
i
SelectHub’s Analyst Rating is based on data from our 400+ point analysis of Knowledge Base Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
Pipedrive
$14.90
Annual, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Pipedrive
Salesforce Sales Cloud
$25
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Salesforce Sales Cloud
Zoho CRM
$14
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Zoho CRM
Dynamics 365 CRM
$65
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Dynamics 365 CRM
Streak CRM
$0
Free, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Streak CRM
Insightly
$29
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Insightly
HubSpot CRM
$1,080
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
HubSpot CRM
Infusionsoft
$159
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Infusionsoft
Bitrix24
$39
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Bitrix24
Spiro
Still gathering data
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Spiro

All Knowledge Base Software (159 found)

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DonorPerfect

by SofterWare, Inc.
DonorPerfect
DonorPerfect is a comprehensive fundraising solution that helps non-profits nurture donor relationships. It helps manage donations, receipts, contacts, emails and fundraising initiatives from a single system. Capabilities include integrated online donation forms, automatic monthly giving, standard and custom reports, auction management, Constant Contact email and a network of integrated partner products. It helps save time and offers pricing packages to meet any budget.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

ZoomInfo

by ZoomInfo
ZoomInfo
ZoomInfo provides a detailed contact directory for simplified marketing outreach. It supports lead generation, sales management and revenue tracking, and helps improve productivity by systematizing work. Users can leverage analytics and prioritize marketing efforts, sales prospects and align teams for effective outcomes. The ability to locate and align required contacts from desired domains reduces anonymity rates. Data-driven, it helps businesses make insightful strategies, connect with the right audience, boost business growth and provide custom solutions.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

ClientLook

by ClientLook
ClientLook
ClientLook is a specialized software designed to streamline customer relationship management (CRM) tasks, making it an ideal solution for professionals seeking to enhance their client interactions and manage their business operations more efficiently. It is particularly well-suited for real estate professionals who require a tailored approach to managing their contacts, deals, and properties. One of the key benefits of ClientLook is its ability to consolidate various tasks into a single platform, offering features such as deal tracking, project collaboration, and integrated email marketing. Users appreciate its user-friendly interface and the efficiency it brings to managing client data and communications. When compared to similar products, ClientLook stands out for its focus on the real estate sector, providing specific tools and functionalities that cater to the unique needs of this industry. Pricing considerations for ClientLook involve a subscription model, with costs typically based on the number of users, making it a scalable option for businesses of different sizes. Payment is usually required on a monthly or annual basis, allowing for flexibility based on budget and usage needs.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$500 - $1,000
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Siebel CRM

by Oracle America
Siebel CRM
Siebel CRM is a comprehensive software solution designed to manage customer interactions and relationships. It caters to mid-sized and large enterprises across various industries, particularly those with complex sales and service processes. Key benefits include improved customer acquisition, retention, and satisfaction through automated workflows, data-driven insights, and personalized experiences. Popular features include sales opportunity management, contact management, service request management, and reporting and analytics. User reviews highlight the platform's robust functionality, scalability, and customization options. However, some users report a steeper learning curve compared to other CRM solutions. Pricing varies depending on the deployment model, number of users, and additional modules required. Annual subscription fees typically range from tens of thousands to hundreds of thousands of dollars. Overall, Siebel CRM offers a powerful and comprehensive solution for managing customer relationships, particularly for larger organizations with complex needs. However, its steeper learning curve and higher price point might not be suitable for small businesses or those with simpler requirements. Pros Robust functionality Scalable and customizable Data-driven insights Improved customer satisfaction Automated workflows Cons Steeper learning curve High price point Complex for simple needs Limited mobile functionality Customization can be time-consuming
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Vtiger

by Vtiger
Vtiger
Vtiger is a cloud-based suite of marketing, sales and help desk offerings, which can be deployed separately or as an integrated, all-in-one ecosystem. It enables companies to eliminate silos and improve connections with customers.Though designed to serve small and mid-sized businesses, it’s capable of handling the needs of Fortune 500 organizations. It’s accessible on Android and iOS devices, enabling work from anywhere.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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GreenRope

by Synchronous Technologies
GreenRope
GreenRope is an all-in-one CRM aiming to unify sales, marketing, and operations under one platform. It caters to businesses seeking streamlined workflows and improved team collaboration. GreenRope boasts features like lead generation, email marketing automation, social media management, and customer service tools. Users praise its user-friendly interface, comprehensive reporting capabilities, and 24/7 customer support. Compared to similar options, GreenRope is lauded for its affordability, offering unlimited users and emails at a flat monthly fee. However, some users mention occasional limitations in customization and integrations compared to more established CRMs. Overall, GreenRope shines for businesses seeking a cost-effective, user-friendly solution to manage customer relationships across departments. Pros User-friendly interface Unlimited users, emails Comprehensive reporting Affordable flat fee 24/7 customer support Cons Limited customization Fewer integrations Occasional feature glitches
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Capsule CRM

by Zestia
Capsule CRM
Capsule CRM is a cloud-based solution for small to medium businesses. It helps foster customer relationships with features like email marketing, website personalization, social media service, automated reminders and more. Organizations can enter basic contact information, pipelines, goals and budgets and start building an in-depth, personalized pipeline with full access to customer details.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Copper CRM

by Copper (Formerly ProsperWorks)
Copper CRM
Designed to integrate with Gmail and other Google Apps, Copper (formerly ProsperWorks) is a comprehensive and easy-to-use platform. It helps small and medium-sized businesses automate core operations; manage leads, sources and opportunities; streamline sales processes; uncover actionable insights; and nurture customer relationships. It enables users to check email threads and past interactions. It also acts as an alternative for goal setting and forecast management, as it converts sales bottlenecks into visible opportunities.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Demo Pricing

Follow Up Boss

by Follow Up Boss
Follow Up Boss
Follow Up Boss is a sophisticated software solution designed to streamline customer relationship management (CRM) tasks, particularly for commercial real estate professionals. It excels in organizing and automating follow-ups, tracking leads, and managing client interactions, ensuring that no opportunity slips through the cracks. The platform is particularly well-suited for real estate agents and brokers who need a robust system to handle high volumes of client data and communications efficiently. One of the standout benefits of Follow Up Boss is its ability to integrate seamlessly with various lead sources, providing a centralized hub for all client information. This integration capability, combined with features like automated follow-ups, detailed reporting, and customizable workflows, makes it an invaluable tool for enhancing productivity and client engagement. Users often praise its intuitive interface and the significant time savings it offers. Compared to similar products, Follow Up Boss is noted for its user-friendly design and comprehensive feature set. Pricing typically falls within a moderate range, often based on the number of users and billed monthly or annually, making it accessible for both small teams and larger enterprises.
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

GoldMine

by Ivanti Software
GoldMine
Suitable for businesses of all sizes, GoldMine Premium CRM offers a central platform to manage customer and prospect relationships efficiently. It ensures improved productivity and streamlined operations, and helps save money. Users can leverage it for contact management and customer support. They can also manage marketing programs and sales pipelines. A database is available at several tiered levels for organizations with different requirements. Capabilities include sales automation, a help desk and call center and CTI applications, along with enhanced features like easy-to-use interface, marketing automation, web self-service, channel management, knowledge management and analytics. Pros Intuitive interface Robust contact management Strong email integration Customizable features Affordable pricing Cons Limited reporting options Dated user interface Lacks some advanced features Potential for data syncing issues Customer support could be better
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Act! CRM

by Swiftpage ACT!
Act! CRM
Act! CRM by Swiftpage ACT! is a customer relationship management (CRM) software application designed to help businesses of all sizes build and maintain strong customer relationships. It acts as a central hub for storing and organizing customer data, including contact information, interactions, and sales history. Act! CRM is particularly well-suited for small and medium-sized businesses seeking a user-friendly and affordable CRM solution to streamline processes and enhance customer service. Key benefits of Act! CRM include its ease of use, affordability, and comprehensive features. The software is simple to set up and navigate, making it accessible even for businesses with limited IT resources. With a starting price of $49.99 per month, Act! CRM offers a cost-effective solution for managing customer relationships. Its wide range of features encompasses contact management, lead tracking, sales management, and reporting capabilities, providing businesses with the tools they need to effectively engage with customers and drive growth. Act! CRM stands out among other CRM solutions due to its user-friendly interface, affordability, and extensive feature set. It is a compelling choice for small and medium-sized businesses seeking a reliable and efficient CRM system to optimize customer interactions and achieve their business objectives.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Demo Pricing

Realvolve

by Realvolve
Realvolve
Realvolve is a comprehensive software platform designed to empower real estate agents in managing their businesses effectively. Its primary purpose is to streamline operations and boost productivity through a suite of features, including CRM, lead generation, marketing, and accounting functionalities. Realvolve caters to real estate agents seeking an all-encompassing solution to optimize their workflows. The platform's user-friendly interface and customization options make it adaptable to individual needs. Notable benefits of Realvolve include its robust CRM system for tracking leads and managing contacts, diverse lead generation tools encompassing email marketing and social media engagement, and a comprehensive accounting system for monitoring income and expenses. Realvolve's standout feature lies in its advanced automation capabilities, enabling agents to automate repetitive tasks and save valuable time. Pricing for Realvolve is considered to be on the higher end of the market; however, its extensive features and time-saving automation may offer a compelling value proposition for real estate professionals seeking a comprehensive solution.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Demo Pricing

Pipeliner CRM

by Pipelinersales Inc.
Pipeliner CRM
Pipeliner CRM is a visually oriented customer relationship management solution that stands out for its intuitive interface and feature set. The platform excels in customization, allowing businesses to tailor the CRM to their specific needs without requiring extensive technical knowledge.Key features include reporting tools, mobile functionality through native iOS and Android apps, and team collaboration capabilities. Pipeliner is well-suited for small to large-sized businesses and sales teams that value visual data representation and ease of use. It can accommodate various industries and use cases, from basic sales tracking to complex, multi-stage sales processes.User reviews highlight Pipeliner's visual pipeline management as a major strength. Many appreciate the minimal training required to get started with the platform. However, some users have noted challenges with integrations and expressed concerns about pricing relative to available features.It offers four pricing tiers, ranging from $65 to $150 per user per month when billed annually. The Starter plan, suitable for small teams, requires a minimum of three users. The Enterprise plan at $115 per user per month is the most popular option, offering advanced reporting and customization features.
User Sentiment User satisfaction level icon: excellent
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Redtail CRM

by Redtail Technology
Redtail CRM
Redtail CRM is a web-based client relationship management solution tailored specifically for financial advisors and their teams. It helps simplify client management, automate workflows and improve collaboration within financial services firms. The platform also includes compliance features to meet regulatory requirements and offers opportunity tracking for managing sales pipelines.It’s best suited for mid-sized to large financial advisory firms that need complex workflow management and extensive customization. It's helpful for teams managing intricate client relationships and requiring integration with other financial software.Users like Redtail's feature set and its ability to handle complex workflows. They find the customization options useful, though they come with a steep learning curve. Some users report challenges with the system's speed, occasional glitches and a sometimes overwhelming interface. The quality of customer support has mixed reviews, with some users finding it lacking in responsiveness.Starting at $39 per month per user, Redtail CRM is an affordable solution in the long term, especially given its industry-specific features. However, some key features, such as email integration, may come with additional costs.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Neon CRM

by Neon One
Neon CRM
Neon CRM is a cloud-based solution built by Neon One that helps nonprofit organizations streamline day to day processes for more efficiency and manage fundraising events, memberships and volunteers through automation. Users can leverage it to build nonprofit websites while facilitating real-time credit card processing and recurring payments. These inclusions help enhance online donations while reducing manual work.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$100 - $500
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

PipelineDeals

by PipelineDeals
PipelineDeals
Designed to serve small and midsize businesses, PipelineDeals is equipped with sales-focused features, enabling sales teams to automate redundant tasks and nurture relationships with customers. With an intuitive user interface, it helps set up scalable processes, resulting in improved productivity and increased profitability. Deal management and sales acceleration tools expedite the sales cycle, and help set and track targets. A sales dashboard offers a 360-degree view of performance status, while lead management capabilities help streamline lead generation and nurturing. Customizations ensure enhanced experience and expanded functionality.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Kommo

by QSOFT
Kommo
Kommo (formerly amoCRM) is a messenger-based multifunctional sales management solution. It helps users manage digital pipelines, keep leads engaged using behavioral triggers and streamline core processes like lead nurturing, task assignment, sales analytics, campaign and communication management and performance tracking. Available with cloud-based deployment and full-featured mobile access on iOS and Android, it enables fast deployment and on-the-go accessibility to build a powerful sales stack. Pros Intuitive interface Robust automation features Seamless integrations Strong mobile app Excellent customer support Cons Limited customization options Occasional bugs and glitches Steeper learning curve for some features Pricing can be higher for larger teams Reporting could be more robust
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Method CRM

by Method Integration
Method CRM
Method CRM is a web-based customer relationship management software designed to assist businesses of all sizes in enhancing their customer relationships. The software offers a range of features, including contact management, email marketing, lead management, and sales pipeline management, all aimed at streamlining customer interactions and driving sales growth. Method CRM provides businesses with tools to efficiently manage customer data, track sales activities, and gain valuable insights into customer behavior. Users particularly appreciate its user-friendly interface and customization options, allowing businesses to tailor the software to their specific needs. The pricing structure is based on a monthly or annual subscription model, making it accessible to businesses with varying budgets. Keep in mind that pricing and features can change over time, so it's recommended to check the official website for the latest information.
User Sentiment User satisfaction level icon: great
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

NetSuite CRM

by NetSuite, Inc.
NetSuite CRM
NetSuite CRM is a cloud-based software offering a real-time, 360-degree view of customers. It ensures a continuous flow of information for opportunities, sales orders, fulfillment, renewal, upsell, cross-sell, and support. Some of its capabilities are sales force automation, marketing automation, partner relationship management, quotes and order management, and sales forecasting. It supports businesses of all sizes across a broad spectrum of industries. Integration with existing e-commerce and ERP offerings eliminates the costs of having multiple applications for each business unit.
User Sentiment User satisfaction level icon: good
Cost Breakdown
$1,000 or more
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request with no obligation:
Demo Pricing

Sage CRM

by Sage Group
Sage CRM
Sage CRM is a comprehensive software solution designed to streamline customer relationship management tasks, offering a robust suite of tools for sales, marketing, and customer service. It is particularly well-suited for small to medium-sized businesses across various industries, such as retail, manufacturing, and professional services, due to its scalability and flexibility. Users benefit from its intuitive interface, which enhances productivity by simplifying the management of customer interactions and data. Noteworthy features include advanced reporting, sales automation, and marketing campaign management, which empower businesses to make informed decisions and foster customer loyalty. Compared to similar products, Sage CRM is praised for its ease of use and integration capabilities, although some users note that customization can be complex. Pricing details are not publicly disclosed, so potential users are encouraged to contact SelectHub for a tailored quote that aligns with their specific requirements.
Cost Breakdown
$10 - $100
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
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Buyer's Guide

Knowledge Base Software Is All About Providing Self-service Content To Your Audience 

By Saumya Anand, Market Analyst at SelectHub

Knowledge Base Software BG Intro

Are you confused about why you repeatedly receive tickets for common queries despite having extensive self-help content on your website? It may be because your knowledge base is disorganized, unintuitive or difficult to navigate. It also indicates you’re in dire need of knowledge base software.

If knowledge is power, then knowledge base software will make your company Superman. 52% of companies use a knowledge base to empower customer service teams, according to HubSpot. So if you’re looking to deliver exceptional, engaging customer service, it’s high time you get on the knowledge base train!

However, singling out an appropriate solution may seem as daunting as climbing Mount Everest. But fret not because we have all the gear you need to make the right decision. In this buyer’s guide, we’ll explain what the software is, its benefits, features and the latest industry trends. Then, we’ll delve into top-rated products and equip you with the right questions to ask vendors. So, let’s start climbing!

Executive Summary

  • Knowledge base software helps companies collate their self-help content for easy access.
  • You can reduce ticket volume, increase agent productivity and collaborate with multiple authors.
  • The system offers generic features like multilingual support, document versioning and content control. Its advanced capabilities include custom widgets and embedded AI.
  • While evaluating different solutions, make sure to ask pertinent questions to yourself and vendors.
What This Guide Covers:

What Is Knowledge Base Software?

Knowledge base software is a help desk solution that lets you create, manage and share self-help content. It allows you to organize a centralized repository of data, also known as a knowledge base, about your company and its policies and offerings.

A knowledge base (KB) stores frequently asked questions (FAQs), tutorials, guides and how-to articles in a searchable format. It enables your customers and employees to troubleshoot issues themselves without the help of any support staff.

Essentially, the software aims to ensure an audience can access organizational information they require at their convenience. It helps enhance customer support by providing self-service options and smoother internal operations like onboarding. Additionally, you can leverage automation and machine learning to offer relevant content to customers.

Knowledge base software lets you create two types of knowledge bases: external and internal. Customer-centric knowledge bases, also called internal knowledge bases, capture information that helps customers use products and services. They include knowledge on:

  • FAQs
  • Products and features descriptions
  • Articles on ordering, billing, shipping and returns
  • Step-by-step guides to troubleshooting issues
Knowledge Base Software Categories

Internal knowledge bases, on the contrary, serve as a centralized hub to store employee- or company-related knowledge. They cover a diverse range of topics like:

  • Onboarding and training material
  • Process documentation and SOPs
  • Company details like annual reports, handbooks and contact information
  • Sales and marketing collateral
  • Legal documents
  • FAQs, scripts and templates for customer support teams

Knowledge base systems are configurable to make your data public, private or both. Internal KBs are usually private and require login credentials for access. External KBs are public and accessible by anyone through search engines.

Deployment Methods

Knowledge base solutions typically offer two deployment modes: cloud-based or open-source. While cloud-based deployment has a higher adoption rate, it’s worth assessing your specific needs to determine which model suits you the best.

Cloud-based

This deployment type is hosted on the internet and managed on a public or private cloud server. It’s available on a monthly subscription charge, and the vendor is responsible for maintenance, data security and other fixes.

If you need the solution up and running in no time, then SaaS is your best bet because there’s no hardware installation required. As soon as you purchase the tool, you’ll receive your login credentials (based on the number of user licenses purchased).

Cloud-based knowledge base tools have a fixed monthly licensing fee, making them ideal for small businesses with limited capital. They also offer enough customizations and flexibility for companies looking to scale in the future.

Since the provider hosts the platform, you don’t have the right to change the code. Think of it as booking an Uber from one place to other.

Open-source

Open-source or self-hosted solutions are more like being gifted a car on your birthday. You got it for free, but you’re still responsible for its upkeep.

This deployment approach gives your team access to the code without charge. The term “open-source” refers to the original code that’s free of cost and modifiable by businesses. You can then customize the software according to your requirements. It also means you are responsible for hosting and maintaining the platform.

It’s a viable option for businesses that wish to completely control their knowledge base’s modules and user interface. Additionally, it gives you way more flexibility than cloud-based solutions to customize and develop the tool as you see fit.

However, since hiring an in-house IT staff for maintenance and development is necessary, it’s only suitable for businesses with heavy pockets.

Primary Benefits

Providing quality self-service options is the key to driving sales and improving customer satisfaction. It also paves the way to reduce agent dependency so they can prioritize de-escalating issues that require a human touch. Zendesk’s CX trends reaffirm these statements. Here’s what the study found:

  • 89% of customers spend more with organizations that allow them to find answers to their queries online without contacting an agent.
  • 70% of customers expect companies to have a self-service portal.
  • Merely 15% of agents are satisfied with their workload.

Implementing knowledge base software enables you to solve the expectations and hindrances mentioned above. Here are some other advantages you can get out of the system:

Primary Benefits of Knowledge Base Software

Enhance Customer Experience

In this fast-paced world, customers don’t prefer being put on hold for hours just for a simple query. They’d rather solve the issue at hand themselves. Empower your customers to resolve ordinary problems on their own by providing access to the help center.

Moreover, a knowledge base is available 24/7, even on weekends and holidays. This means your customers don’t have to wait for a weekday to get the answer to their questions. With information readily available at their fingertips, customers are more likely to have a positive customer experience.

Reduce Ticket Volume

Usually, customers ask recurring questions. Instead of answering the same question repeatedly, KB systems offer real-time auto-suggestions based on the query typed in the search bar.

Customers can also dive deeply into your knowledge repository for specific topics. This helps them resolve issues by themselves, thus reducing case volumes.

Optimize Support Agents’ Efficiency

Being a customer support agent is like being a store manager at the closing time during the Christmas season. Except for customer support reps, it’s all year round. They have to deal with dissatisfied customers and solve issues day in and day out. That’s a lot to have on someone’s plate. Here’s what Netomi’s State of Customer Service report found:

  • 33% of people have screamed at a customer support agent.
  • 44% of customers have experienced an agent becoming agitated.

Knowledge base software solves these problems by providing automation capabilities that help agents quickly find helpful resources relevant to a customer’s issue. It ensures speedy resolution and takes some responsibility off agents’ shoulders. Integrations with chatbots offer automated responses to customers, thereby freeing agents from spending time answering repetitive problems.

Improve Onboarding and Training Processes

Onboarding new employees or training staff is arduous, especially if all your guides and documentation are scattered. Unify all your office-related documents under one roof to break down organizational silos. Employees can easily access these learning materials and familiarize themselves at their own pace.

Stay Up to Date

Rome wasn’t built in a day. Neither are knowledge bases. They require continuous updates based on relevancy or accuracy. Use built-in reporting and analytical modules to get insights into your most and least engaging articles and alter the content accordingly.

Implementation Goals

Goal 1

Collaborate Easily

Instead of going back and forth with your peers on different channels, teams can build the knowledge base together within the system. Use document version and content control functionalities to ensure everyone’s on the same page.

Goal 2

Be More Efficient

Easy access to how-to articles and guides makes things relatively easier for both customers and employees. With less time spent on finding answers, your staff can be more productive and focus on the task they set out to accomplish.

Goal 3

Get Organized

Organizing isn’t just for neat freaks; it also aids quick access to pertinent material. Knowledge base solutions help you logically organize information, making it easier for viewers to find what they’re looking for.

Goal 4

Become User-friendly

You could have enough content in your knowledge base to fill a library, but it will be redundant if your viewers find it difficult to navigate. You can make the interface user-friendly by adding tags, custom fields and hierarchical links.

Basic Features & Functionality

Features of Knowledge Base Software

Content Authoring

Without content, your knowledge base is just an empty shell. Easy-to-use editors enable your team to create documentation. Authors can use it to add text, insert images and videos, format content and more.
Search Engine

Deliver relevant information to viewers through a search engine. Advanced search functionalities allow readers to look for content they need based on keywords and categories.

Also, intuitive capabilities auto-complete questions as readers type into the search bar.
Customizations

Remember how we accessorized our school bags with our names or our favorite bands? This feature is a lot like that!

Tailor your knowledge base to align with your company’s identity and add brand-centric details like logos, fonts, designs and themes. You can customize your KB’s interface, pages and layouts. Some systems also allow you to set up a custom domain.
Collaborative Authoring

Multiple authors can work simultaneously on a project, communicate and review documents via live commenting.
Content Versioning

Picture this: four people are working on the same article but are unaware of the updates other members have made, which ultimately leads to overlapping and duplicate content. Sounds like a recipe for disaster!

With version history, you can edit your article and automatically save it along the way (just like Google Docs!). It allows collaborators to see what changes you’ve made. You can also revert to the older version if the need arises.
Content Control

Make sure only authorized personnel can access documents by setting up viewing, formatting and authoring permissions.
Multilingual Support

If you’re a global brand, you’ll likely have customers worldwide. And you must cater to all of them in their preferred language.

Multilingual capabilities allow you to localize content. You can develop your knowledge base in multiple languages, enable multilingual searching and add different content to every language.
Mobile-optimization

Ensures readers can browse the knowledge base content through multiple devices like mobile, tablets and laptops.

Advanced Features & Functionality

AI and Analytics

Some KB systems offer built-in reporting and analytical tools to improve your content. You can track frequently read articles, poor-performing content and most-visited pages. You can also access metrics like total searches, failed keywords, number of guides created and total reads.

Machine learning capabilities help identify gaps in knowledge content by prompting editors to update it based on accuracy and relevancy.
Integrations

Facilitate smooth operations by integrating with existing tools like CRMs, G Suite, help desk software and more.
WYSIWYG Editor

A few systems come with a built-in WYSIWYG editor to provide content contributors with advanced editing capabilities. You can create and edit tables, configure styles, add multimedia content, and more.
Custom Widgets and Filters

Provide visitors instant access to relevant content by grouping several articles in a widget. You can also develop multiple, searchable custom data fields for easy browsing.

Current & Upcoming Trends

The knowledge base software industry is witnessing paradigm shifts faster than the introduction of newer iPhone models. Here are some of the trends you should look out for:

Cloud Is Here To Stay

Cloud adoption is soaring to new heights every year. Almost 63% of companies said they run more than 25% of their workloads in the cloud. And the trend is seeping into knowledge base systems as well. Cloud-based KB solutions one-up on-premise deployment due to lower costs and higher flexibility.

Automation for the Win

AI and automation have penetrated our lives. 56% of customers say they can think of one example of AI they use daily.

Knowledge Base Software AI Stat

Modern KB solutions are becoming increasingly intuitive and easier to use. Intelligent search bars and automated content capabilities deliver contextual content to visitors based on keywords or visitors’ search history. Moreover, using AI in customer service also saves time, provides 24/7 support and lowers operating costs.

Mobility Is Key

Mobile technologies are rapidly evolving at the speed of light. That’s why most knowledge base systems now come with a mobile app. It allows your customers and employees to easily access the information they need, no matter where they are.

Software Comparison Strategy

The knowledge base software market is burgeoning. It’s projected to reach $58.81 billion by 2028, growing at a CAGR of 12.67% from 2021-2028, according to Verified Market Research. The same report also mentions how factors like improved governance, fewer training times and increased customer satisfaction are likely to fuel the industry growth.

As is evident, there’s plenty of fish in the market. To catch the right one is a Herculean task. Start with making a requirements checklist of all the capabilities your business needs. Here are some of them to consider when you draft your list:

  • Flexibility: While a solution may look like the perfect fit for your business presently, that might not be the case in the future. Buying a platform likely to cater to your needs for the coming 18-24 months is ideal. You should also ensure whether the solution is ideal for creating internal or external knowledge bases.
  • Usability: You could buy a top-notch solution, but it will be redundant if your team has difficulty adopting it. Make sure the system's interface is user-friendly, and its modules are easy-to-follow. Since the primary purpose of KB software is to create content, you should ensure the solution you pick has an easily operable editor that allows your employees to add, edit and format text.
  • Cost: If you’re an up-and-coming organization, it’s not advisable to go big. Look for solutions that specifically cater to small-scale businesses. Or, you can opt for free KB systems that offer core features with a limited number of users.
  • Integrations: Pick a platform that seamlessly integrates with your existing tech stack. Integrating with tools like survey creation, ticket management, marketing automation, CRMs and messaging apps is helpful.
  • Analytics: Assess whether you need a system with built-in analytical capabilities or your existing AI system can do the job.

While the checklist is a major step, you shouldn’t forget the small stepping stones you’ll need in your software selection journey. To ensure you’re confident with your choice, you should:

  • Browse through review sites to get honest feedback.
  • Consult your peers in the industry who use the same or similar system.
  • Request vendors for free trials and demos to make sure your employees are comfortable with the technology.

Cost & Pricing Considerations

The base cost for knowledge base software depends on several variables like:

  • Mode of deployment.
  • The number of user licenses purchased.
  • The plan you buy like standard, premium, enterprise and so on.
  • Any add-ons or integrations required.

If you need minimal features, some KB systems like Guru and Stack Overflow offer a free plan for a certain number of users. Other platforms like Slite provide a free version up to a specific number of support documents created. You'll need to buy a package for extensive functionalities like unlimited document creation, content grouping and long-form articles.

Other variables that influence the total cost of software are:

  • Certification and training costs.
  • Customizations.
  • Support packages.
  • Implementation and migration charges.

If you’re not willing to splurge on a standalone knowledge base solution, investing in help desk software with knowledge management capabilities is also viable.

The Most Popular Knowledge Base Software

A tent and sleeping bag are essential for camping; likewise, a list of the top-rated vendors in the market is crucial for the software selection process.

This section delves into the best knowledge base software according to our analysts. For a more detailed comparative analysis, visit our Jumpstart Platform to review products based on their scores.

Freshdesk

Freshdesk is a customer service solution that helps businesses deliver engaging interactions across every channel. It streamlines the knowledge base creation process with approval workflows and content versioning.

Agents can reply to tickets with KB articles. Its in-house AI Freddy provides customers relevant answers from the information repository. You can create KBs for multiple products and customize them accordingly.

Freshdesk

Multilingual support in Freshdesk.

Salesforce Service Cloud

Salesforce Service Cloud is an AI-powered software that provides customer support across touchpoints like emails, messaging apps, voice calls and websites. Salesforce Knowledge allows you to create, manage and share a knowledge base with customers, visitors, partners and agents.

You can customize pages, set up access rules and develop personalized processes. Use the Lightning Knowledge Migration tool to import existing informational content into the knowledge base.

Salesforce Service Cloud

Knowledge management in Salesforce Service Cloud.

Zendesk

Zendesk helps reduce ticket volumes and frees up agents’ time through self-service tools. Create a personalized, mobile-optimized help center for FAQs, product details, policies and more.

AI-powered capabilities allow you to recommend relevant articles in support tickets. You can create multiple knowledge bases to cater to different audiences, regions and brands. For more information, see our Ultimate Zendesk Review.

Zendesk

Team publishing in Zendesk.

LiveAgent

LiveAgent is an omnichannel customer support platform that provides online self-service capabilities and a ticket management system. You can create customer-facing and private knowledge bases with the built-in WYSIWYG editor.

Customize the knowledge base by adding personalized themes, logos, titles, headers and footers. You can also include community forums and customer feedback boxes in the self-help center.

LiveAgent

Customizable Support Portal in LiveAgent.

HubSpot Service Hub

HubSpot Service Hub is a customer service software that offers functionalities like omnichannel messaging, customer portals, live chat and inbound calling. You can create a repository of helpful articles and FAQs.

Personalize the knowledge base with brand-specific themes and categorize content for easy browsing. You can improve documentation and identify gaps by tapping into the built-in reporting and dashboard module.

HubSpot Service Hub

Knowledge base insights in HubSpot Service Hub.

 

 

Questions To Ask Yourself

Knowledge Base Software Key Questions To Ask

Use these questions as a starting point for internal conversations:

  • Do we need to build a knowledge base for customer service or employees? Or both?
  • How many users will work on the system?
  • What level of customizations do we want?
  • Do we need a scalable solution?
  • Do we have any budgetary limitations?

Questions To Ask Vendors

Use these questions as a starting point for conversations with vendors:

About the Software

  • How efficient is the system in handling multiple knowledge bases?
  • Does it display articles in the app?
  • Does it offer advanced search capabilities?
  • Is there a version control system?
  • Are knowledge base pages customizable?

About the Vendor

  • What kind of customer support do they offer?
  • Is knowledge base software their primary offering?
  • Do they offer migration and implementation services?
  • Are they compliant with data privacy regulations?
  • Are there any specific industries or business sizes they specialize in?

In Conclusion

Like the quarterback position in football, knowledge base software is essential to the success of your customer service experience. With the right solution, you can empower your customers to look for answers themselves and reduce your agents’ workload, allowing them to focus on more pressing matters.

But picking the ideal knowledge base software requires you to jump through some hoops. Drafting a requirements checklist, inquiring about vendor’s eligibility and requesting free trials are some of them. Hopefully, this buyer’s guide can help you navigate the inundated market to pick out a knowledge base tool that fits you like a glove.

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Manogna Chandrika
By Manogna Chandrika Matta
Technical Content Writer
Manogna Matta was a Technical Content Writer at SelectHub who delivered content for CRM, mental health, marketing and fundraising. An alum of the University of Hyderabad, Manogna did Communication and Psychology courses in her B.A. and M.A. She's also an avid coin collector and a fashion enthusiast. When not typing away on the keyboard, Manogna plays mother hen to her tiny birds, watches sitcoms and makes bad-quality dad jokes.
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Joan
Technical Research By Joan Akash
Senior Analyst
Joan Akash, a Senior Research Analyst at SelectHub, holds a Post-Graduate Diploma in Management with a specialization in Marketing. Her expertise as a researcher and reviewer spans diverse software categories, including Project Management, Customer Relationship Management, Live Chat, and Help Desk. Beyond her professional pursuits, Joan is spiritually driven, with a passion for teaching children and a penchant for reading biblical blogs and crafting poetry.
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Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
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Pooja
Edited By Pooja Verma
Content Editor
Pooja Verma is a Content Editor and Senior Market Analyst at SelectHub, who writes and edits content for endpoint security, legal, CRM, fundraising software, eCommerce, and mental health software. She earned a literature degree from Miranda House, DU and also holds Master’s in Journalism from Symbiosis Institute of Media and Communication in India. In her free time, you can spot her reading a book or binge-watching the latest web series and movies.
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