Top 10 Knowledge Base Software for 2025 [a SaaS Guide]

Ever feel like your team is drowning in endless support tickets, repetitive questions, and scattered team knowledge? 

It sounds to me like you need a knowledge base management system to help organize and maximize the value of your information. Choosing the right knowledge base can be like wearing a floating device in a stormy ocean – keeping you afloat by reducing ticket volumes and streamlining internal knowledge sharing.

The only question that remains is: with so many options out there, how do you pick the one that’s right for your business?

Whether you’re looking to empower your SaaS team with internal resources or delight customers with a dynamic help center, we’ve got your back. From cutting-edge AI tools to seamless CRM integrations, we’re here to break down the best options for 2025.

We’ve done the hard work for you. All you need to do is keep reading to discover which platform is perfect for you—and why Customerly is leading the charge for SaaS companies everywhere!

What is a Knowledge Base?

Simply put, a knowledge base is an organized store of all your organization’s, well, knowledge. This includes all types of valuable information for all stakeholders, including your support staff, employees, and end-users.

Its main function is to help you manage all of this info, like FAQs, troubleshooting guides, product manuals, and video tutorials in a way that makes it meaningful and easy to access as a self-service option.

In other words, it serves as a structured library where anyone with access can go to find helpful and relevant information without directly contacting support.

Knowledge base software is a program that comes with tools and features to help you publish, organize, and manage content. And, make it available to users in a way that makes it easy to find the information they need. 

What is the difference between Help Desk Software and Knowledge Base Software?

As both help desk and knowledge base software are forms of customer support tools, it’s easy to get them mixed up. Both are also essential components of a modern help center. 

However, while they share a common purpose, they do so in completely distinct ways. 

Clearly understanding this difference is key to using each in a way that maximizes their value:

• Knowledge Base: Hosts self-service options, such as articles, guides, and tutorials.
• Help Desk: Facilitates direct interaction between customers and support staff through tickets, live chat, or email

Typically, a knowledge base exists to help empower users to find answers independently, while a help desk enables personalized assistance for more complex issues. The best SaaS helpdesk software will integrate seamlessly with your knowledge base to deliver a unified support experience.

In a well-rounded help center, these tools complement each other by giving users the flexibility to choose self-service or direct support, depending on their needs. 

The Different Types of Knowledge Base Software

The difference between a knowledge base and a help desk is not the only important concept you need to get to grip on.

There are also different types of knowledge base software; each designed to meet the wide range of needs of the various stakeholders in any organization.

Most knowledge base software comes with the ability to build every type we’ll discuss below. However, it’s vital that you know which type(s) your company needs to ensure you structure and manage it effectively.

With that in mind, let’s first look at the two main types of knowledge bases that form the support backbone of almost any company:

• Internal Knowledge Base: Typically, this kind of KB is reserved exclusively for access to those within the company. Aimed at employees, it houses essential information and resources, like onboarding documents, company policies, as well as training and troubleshooting guides. For example, a new sales rep or consultant can use it to quickly access product info for a client without needing to contact the production team.
• External Knowledge Base: Also called a “Customer Service Knowledge Base,” it’s designed to provide customers with self-service support in the form of FAQs, tutorials, and product documentation. These are the most likely types of content that help customers solve issues by themselves before they even have to consider reaching out to an agent (or, if they simply prefer DIY solutions).

Whether your needs call for an internal or external knowledge base, there are also different ways to structure and present the information in them. Most organizations today find ways to accommodate multiple of these into a single overarching knowledge base, to offer the most complete support experience possible:

• Intranet: This is a secure, private network, typically used by large organizations to limit access to resources to only this within the network. For this reason, it’s most commonly used to host an internal knowledge base, but sometimes organizations also give access to partners or high-priority clients.
• FAQ Pages: These structure information in a Q&A format, focusing on the most common queries customers have. They can be divided into separate pages by topic, categories, or features, for example. Because of their quickfire format, they are great for speedy answers but are limited to simple issues. Typical FAQs are like “How do I install the app on my device?” or “What are the system requirements?” with a succinct answer as a step-by-step or bulleted list.
• Wiki: A wiki is a collaborative knowledge base that allows multiple users to add and edit content. You can limit editing power to only your internal staff or open it to the public to crowd-source knowledge with peer fact-checking. For example, a tech company might use a wiki to document best practices or update internal project notes in real-time.
• Community Forum: Taking this to the next level, forums are like community-led knowledge bases. Because it relies on user-generated content, you have less editorial control, but can still use many of the same principles of a knowledge base to structure information and make it easy to find.
• Embedded Knowledge Bases: These knowledge bases integrate directly within applications or websites, providing access to information without leaving the interface. They can take the form of in-app chatbot widgets, tooltips, contextual FAQs, etc.
• Open source knowledge base: These platforms are built on open-source code, typically offering a free solution to create a knowledge base management system. While they typically come with fewer advanced features, companies can freely modify the software to implement whatever custom features or design changes they need.

Why Invest in Knowledge Base Software Instead of Building Your Own?

As long as it satisfies the definition of being an organized, shared store of information, a knowledge base can be as simple or complex as you like.

Many companies start out by using Google Drive, Office 365, or a shared folder with information taking the form of Word documents, spreadsheets, PDFs, and slides. While this may work for very small teams, it can quickly snowball out of control as your company (and its store of knowledge) grows.

Finding specific information becomes time-consuming, documents go out of date, and the lack of organization can frustrate employees and customers alike.

These are all issues that dedicated knowledge base software is designed to solve, with baked-in capabilities like advanced search, easy updates, and a user-friendly experience. 

This makes them ideally suited to scaling businesses, especially in SaaS, that want to provide high-quality support without the hassle of manually managing a vast library of information.

Let’s break it down for you:

In case that doesn’t make it clear enough, here are just some of the manifold benefits of adopting a dedicated knowledge base software:

1. Easy access to information: Powerful search functions, some powered by AI, help users quickly find answers based on contextual clues and advanced natural language processing (NLP). This helps both end users and employees spend less time time searching for answers, boosting productivity.
2. Simple content management and updates: With features like version control and scheduled updates, software can help content managers track and refresh content that’s in danger of becoming stale. It also ensures that everyone has access to the latest version of all information.
3. Improved customer satisfaction: Many customers still prefer solving issues themselves instead of contacting support. Self-service is not just to relieve pressure on your agents, but something that many of your end-users demand. Plus, it allows offering quick, 24/7 support everywhere.
4. Brand consistency and customization: Most knowledge base software offers a white-label solution that lets you completely customize the experience to be in line with your branding. Not to mention integrating content style and voice guidelines to keep your messaging on point.
5. Analytics and data-driven decision-making: Powered by machine learning and AI, in-depth analytics provide insights into how users interact with the knowledge base. This allows you to identify frequently searched topics or gaps in information, spot under/overperforming content, and perform quick A/B tests.
6. Enhanced collaboration: Having a single source of truth helps make sure that everyone is on the same page and makes it easier to maintain your documentation. For example, anyone with access can share insights to improve a resource or point out a flaw. Team members can ping each other and track changes with ease.
7. Saves time: The upshot of all these benefits is that it spares you from wasting precious work hours on repetitive and mundane tasks. Creating a knowledge base system from scratch and managing it manually creates a lot of administrative overhead. On the other hand, specialized knowledge base tools come with many tools to automate and streamline key processes.

The 10 Best Knowledge Base Platforms (especially if you are a SaaS)

There are so many knowledge base solutions out there that choosing the right one for your team can seem like an impossible mountain to climb

Fear not, below we’ve curated some of the top examples of knowledge base software solutions out there today. While you can’t really go wrong with any of them, they have important differences that can be the difference between delivering an OK or SUPERB customer experience.

And, for good measure, we’ve included some vendors with free knowledge base software options for those on a tight budget or that’s just starting out.

1. Customerly

Customerly isn’t just a knowledge base solution—it’s an all-in-one customer service powerhouse designed to meet the fast-paced, ever-changing needs of SaaS companies! 

From building a robust, AI-enhanced knowledge base to delivering hyper-personalized customer interactions, Customerly helps you craft a customer experience that goes above and beyond. At our core is Aura AI, your digital teammate that automates over 50% of support tasks while delivering instant, insightful responses to your customers. 🚀

As a SaaS company, you know that customer satisfaction and speedy resolutions are non-negotiables. Well, Customerly’s centralized CRM ensures every interaction is logged and accessible to your agents, so no one gets left behind.

Beyond serving customers, our AI-powered knowledge base learns and improves over time, putting your customer service quality on autopilot. Just set it up, and watch the pressure on your ticket system fade away.

Need to create content, you ask? We’ve got you covered with AI-powered content tools that effortlessly help draft FAQs or complete knowledge base articles in no time, saving your team precious work hours.

Key Features:

• Aura AI Assistant provides instant, accurate responses with smart issue escalation in under 30 seconds.
• Intelligent knowledge base assists in creating, improving, and managing help content with generative AI for faster updates.
• Pinpoints content gaps and reveals actionable insights for continuous optimization.
• Seamless Integration: Works with your tech stack to simplify workflows and improve efficiency.

Price: 14-day free trial with plans starting at $9/month for 3 teammates.

2. Helpjuice

Calling itself the “knowledge base software that does it all, Helpjuice is a powerful platform designed for companies that need extensive customization and collaboration features. 

Thanks to its sleek design and adaptability, Helpjuice allows teams to create a branded knowledge base tailored to the company’s look and feel—perfect for SaaS companies focused on consistent user experience. 

However, it really pulls out the stops when it comes to collaboration tools, allowing teams to co-edit content, comment, and track updates in sync. In the SaaS world where products evolve rapidly, its benefits can’t be overstated.

One area it does fall short to some others, like Customerly, is lacking the same level of integrated customer engagement tools. While it has a chatbot, it doesn’t feature built-in live chat or automated emails.

So, while it’s one of the most extensive knowledge base platforms, it doesn’t cover your entire support ecosystem.

Key Features

• Full design control with pre-designed themes, layouts, and advanced customizations.
• Rich, real-time content editing with AI-powered keywords, commenting, and collaborative workflows.
• AI search assistant provides instant, in-search answers to user queries.
• Seamless integration with 100+ apps, including Slack, ZenDesk, and more + API access.
• Role-based permissions and access management for different user levels.

Price: 14-day free trial and 100% money-back guarantee. All-in-one pricing starts at $120/month (4 users).

3. Document360

As the name suggests, Document360 aims to cater to all businesses’ documentation needs and to minimize their reliance on third-party tools. It’s also focused on simplicity and delivering a platform that’s accessible to less technically-inclined users.

Its solutions center around written documentation like SOPs, User Manuals, API documentation, and the like. While it’s definitely a strong candidate for internal KBs, it also provides knowledge-based tools for publishing and organizing customer-facing resources.

Document360 also offers one of the most generous forever-free plans with up to 250 articles. Combined with its ease of use, it’s not a bad option for startups or smaller companies looking to modernize their knowledge.

On top of a homepage builder, it provides a dual-editor setup using either markdown or WYSIWYG, offering different ways to craft your knowledge base experience. However, similar to Helpjuice, it lacks more advanced customer interaction tools.

Key Features:

• Free version that caters to small teams or startups.
• Offers both markdown and WYSIWYG editors for different levels of technical skill.
• Seamless version control and content recovery.
• AI-driven content recommendations and metadata generation with in-house Eddy AI.
• Robust analytics dashboard provides insights into user behavior and popular search terms.

Price: Free plan and 14-day free trial. Paid plans start at $199/project/month.

4. HelpCrunch

HelpCrunch is a modern, all-in-one customer support suite that just so happens to include a robust knowledge base management system. The platform emphasizes ease of use, with a simple and intuitive platform that’s relatively easy to set up and use.

The platform helps reduce tickets by equipping customers with a suite of self-service tools; ranging from help articles to FAQs to an AI-enabled integrated chatbot. The knowledge base also seamlessly integrates with HelpCrunch’s live chat, email support, and other tools, so that support teams have access to a cohesive solution that streamlines interactions and collaboration.

While it tries to offer almost everything you need out-of-the-box, its integrations are not the most extensive. So, it might not be the ideal solution if you’re already heavily invested in some customer support tools that it doesn’t support.

Key Features:

• An intuitive WYSIWYG editor makes creating and maintaining articles easy.
• In-depth reporting and analytics tools to track article performance and user behavior.
• Extensive customization options to align the knowledge base design with brand identity.
• Supports multilingual knowledge bases with minimal additional setup or maintenance.
• Easily share knowledge base articles during email or live chat interactions.

Price: 14-day free trial with plans starting at $9/month/user

5. Confluence (Atlassian)

Ask many IT, development, and engineering teams, and many will tell you that Confluence is one of their favorite knowledge-base solutions. Known for its seamless integration with Atlassian’s vast ecosystem, including Jira and Trello, Confluence is ideal for companies that need close alignment between knowledge management and project tracking.

Equally important in the SaaS development space, it sports advanced collaboration tools. For example, teams can create, share, and edit project-specific templates to streamline their various workflows.

While Confluence excels in internal documentation and team collaboration, its limited customization options make it less suited for highly branded customer-facing portals. For that reason, many will prefer it for internal documentation within SaaS teams thanks to its structured approach to organizing team-wide knowledge.

Key Features:

• Deep integration with Atlassian Suite, including Jira, Trello, and more.
• Real-time editing, commenting, version tracking, and other advanced collaboration tools.
• Ready-to-use templates for projects, documentation, product specs, and team Filtered search and granular access control for secure and easy resource navigation.
• Content generation and advanced search thanks to integration with Atlassian AI.

Price: Free plan (up to 10 users) and 7-day free trial. Pricing starts at $5.16/month/user.

6. Zendesk Guide

What sets Zendesk apart from its competitors is its worldwide name that’s synonymous with customer support solutions.

Known as Zendesk Guide, their documentation solution is an all-in-one knowledge base and help center software. It may be a convenient addition to your arsenal if you’re already using any products in Zendesk’s extensive support lineup. 

Designed as a self-service hub, Guide focuses on delivering efficient, scalable customer support. Agents can keep their knowledge fresh with the help of Team Publishing, an intuitive content management tool that makes it easy for teams to work on content in sync and develop their own publishing pipelines.

Other tools that help take the load of content development is support for localization in over 40 languages. Plus, it’s easy to incorporate embedded support channels via its Web Widget and Mobile SDK.

Key Features:

• Advanced Zendesk AI assists with content suggestions, automated insights, and AI-powered search.
• Unify sales and support to access shared customer insights for personalized service and upsell opportunities.
• Highly customizable and brandable help center with versatile themes and multilingual support.
• In-context, self-service support with Web Widget and Mobile SDK.
• Provides in-depth analytics on content performance and customer behavior.

Price: 14-day free trial with pricing starting at $55/agent/month.

7. Hubspot

HubSpot’s knowledge base solution is part of its all-in-one CRM platform, making it a powerful choice for SaaS companies looking to integrate customer service, sales, and marketing under one roof. 

With its intuitive interface and seamless integrations, HubSpot allows teams to create a centralized knowledge base. So, it’s a good option for those who not only want to improve their customer support but find a solution that supports their broader business goals.

One thing that separates HubSpot is its built-in reporting tools, which surface in-depth insights into knowledge base performance, such as article views and customer satisfaction ratings. 

Its integration with the HubSpot CRM means your support team has full access to customer context across all key teams. While its knowledge base features are robust, if you’re a SaaS company focused purely on customer support, you might find some of the other platforms better serve your specific needs.

Key Features:

• Syncs with HubSpot’s CRM for a seamless, data-driven customer experience.
• Create branded, user-friendly help centers with a no-code editor.
• Analyze article performance and customer feedback with built-in reporting.
• Combine email, chat, and knowledge base for an omnichannel customer service experience.
• Built-in SEO tools to boost the visibility of help articles in search engines.

Price: Free service tools with pricing plans starting at $15/month/seat.

8. Notion

Notion is a versatile workspace tool that caters to literally everyone, from individual freelancers to global SaaS enterprises. Its customizable features and flexible organization just happen to work well for sharing knowledge in a highly accessible way.

Now, Notion is one of the more limiting platforms in terms of branding customization and visual identity. While you’re somewhat stuck with its aesthetics, however, in almost every other way, it’s a blank slate for you to mold into exactly what you need. 

It has a near-endless supply of official and community-generated integrations and templates for all kinds of use cases, including knowledge bases

Its approach also means that it’s equally good at project tracking and collaboration, especially for SaaS teams that want an all-in-one platform for knowledge management, project tracking, and team collaboration. Its structured yet adaptable layout allows users to create a unified knowledge base, document workflows, and even manage projects within the same platform.

Key Features:

• Customize layouts and page hierarchies for knowledge management, project tracking, and more.
• Teams can edit, comment, and manage content together in real time.
• Notion AI helps with content generation, summaries, and task management.
• Connects with tools like Slack, GitHub, and Google Drive to centralize workflows.
• Various project management tools, like Kanban boards, timelines, and databases.

Price: Free plan with pricing starting at $10/seat/month.

9. ProProfs

ProProfs is a knowledge base management solution aimed specifically at SaaS companies. Their primary goals are to offer tools for “smarter employees” and “happier customers,” having an equal focus on internal knowledge bases for training and onboarding as well as customer-facing help centers.

It has some interesting tools to speed up the creation and management of various learning resources. For example, “Training Maker” helps setting up an LMS-like system for employees, while its “Survey Maker” provides a user-friendly toolkit for creating customer feedback and satisfaction systems.

Although it’s not something applicable to everyone, it also enables you to monetize some of your knowledge base by providing paid access to learning material and resources. So, you could effectively set up something similar to HubSpot Academy.

It’s features aside, it’s a solid option if you need a lot of flexibility when it comes to the design and branding. The platform is highly customizable with WYSIWYG editors for the knowledge base as a whole as well as individual features, like popups.

Key Features:

• AI-powered knowledge base that claims to reduce tickets by 80% in 6 days.
• Connects seamlessly with help desk and CRM platforms like Zendesk, Freshdesk, and Salesforce
• Monetization features and learning management system creation tools
• Easy to enable a multi-channel information sharing, including embedded KBs

Price: Free plan and 15-day free trial with pricing starting at $49/month/member.

10. Help Scout Docs

Help Scout is a full-scale customer communication platform with advanced self-service tools with an aim to reduce ticket volumes and speed up customer resolutions.

Its Docs platform serves as an intuitive knowledge base solution that combines ease of use with powerful customization options. A WYSIWYG editor makes content creation a breeze, whether starting from scratch or uploading existing documents. At the same time, built-in customization options allow brands to maintain a branded, user-friendly help center.

Help Scout takes things a step further than most alternatives with Beacon, an in-app widget that seamlessly embeds your knowledge base into any webpage or product, giving customers direct access to self-service support. With AI-powered tools to assist with language translation, tone adjustment, and smart search, Help Scout brings an advanced, accessible edge to knowledge management.

And, teams can leverage its analytics to track article performance, see where AI assists, and continuously optimize the knowledge base for better self-service.

Key Features:

• Cost-effective, all-in-one pricing with unlimited users per account.
• Embed relevant help articles within specific pages or app screens for instant self-service.
• AI Answers acts as a 24/7 self-service assistant with AI-driven search.
• Track article views, failed searches, and AI feedback to refine self-service content.
• Consolidates email, chat, and documentation in one platform for an integrated support strategy.

Price: Free plan (up to 50 contacts). Pricing starts at $55/month for 100 contacts and unlimited users.

How to choose a Knowledge Base Software that suits your needs

So, we’ve given you plenty of options to consider that share many similarities and differences. We get that there’s a lot to consider, and that the answer may not be as black and white depending on your unique situation.

The best way to whittle down the options and find the best solution for your business is to look in the mirror and ask yourself some questions. You can use these as a north star to guide you to the best knowledge base software for you:

• Do I need multiple knowledge bases or a single unified one?

If different teams (e.g., HR, IT, customer support) need separate resources, the software should support managing multiple knowledge bases individually with clear access controls. 

• Which departments will contribute to the knowledge base, and how many contributors will you have?

Identify who will author or update content regularly. If you have multiple contributors across departments, look for tools with collaborative features like version control, approval workflows, and access permissions.

• Can I embed the directly in-app, or does it require redirects?

If you want users to find help content within an app or product interface, choose software that supports in-app or inline display options. 

• What level of branding customization does it allow, and what skills are required to set it up?

For some businesses, delivering a consistent brand experience throughout their knowledge base is a must. Others are OK with less customizability as long as the system is familiar and easy to use for the average user.

If you need strong brand alignment, check whether it offers advanced customizations and WYSIWYG/drag-and-drop editing or whether you need custom code.

• What advanced search and navigation options are available?

Depending on the scope and type of content you have, you may need unique search and filtering tools with or without AI-powered search. Or, additional ways to organize your content, such as tags and smart rules.

Finally, evaluate the ability to organize content and set up navigation via categories, menus, breadcrumbs, content suggestions, etc.

• What types of reporting and analytics does it provide, and will I need AI-driven insights?

Analytics can range from basic metrics (e.g., views, and popular searches) to advanced insights driven by AI, like content recommendations and detecting knowledge caps. Consider what level of reporting will help you best optimize the user experience.

• Does it integrate with other tools in your tech stack?

If you need to link the knowledge base to your CRM, chat, or support software, check that it offers the necessary integrations or API support.

• Do I get what I need for the price I’m willing to pay?

We get it. We’ve all had to work under a budget. Knowledge-based software uses widely different pricing models in terms of scaling, gated features, add-ons, etc. It’s important that you prioritize your needs and assess the options so that you don’t have to compromise on the essentials.

• What level of built-in security does it offer? Does it comply with regional or industry-specific cybersecurity standards?

Most consumer or B2B-facing SaaS platforms deal with sensitive or proprietary information at some point, particularly if you use AI and ML-empowered tools. Encrypted storage and communication, role-based access controls, and secure authentication (e.g., SSO, MFA) are just some of the must-have basics.

However, depending on your situation, compliance with industry standards (e.g., GDPR, HIPAA, SOC 2) may also be essential.

Key takeaways

Hopefully, you realize now that choosing the right knowledge base software can be a game-changer for SaaS companies. 

From internal knowledge bases that supercharge your team’s productivity to external help centers that give customers instant answers, the options are as diverse as your business needs. 

Whether you prioritize collaboration, seamless integrations, or multimedia capabilities, the key is finding the perfect solution that unlocks the full potential of your employees and customers.

But if you’re ready to take things to the next level, why settle for less? Customerly brings it all together with its powerful AI-driven knowledge base, seamless CRM integration, and cutting-edge tools like Aura AI to automate tasks and delight customers. 🚀

Ready to transform your customer support? Sign up for a 14-day free trial and experience Customerly for yourself. Or, check out our demo and see how we can help you turn your knowledge base into a dynamic resource that drives exceptional experiences. Don’t wait for the future—start building it today! 🌟