Knowledge Base Software: A Guide to Choosing and Features You Need in 2025
Knowledge base software is incredibly useful for centralizing information and enhancing customer support systems. Storing, organizing, and presenting key information allows businesses to empower employees and customers to get the answers they seek without human assistance.
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In this guide, we’ll run through the nature of knowledge bases, explore some common uses, and help you determine how best to approach knowledge management for your business.
What is knowledge base software?
Knowledge base software allows users to create, organize, and share resources through a central repository known as a knowledge base. Those resources can include articles, processes, videos, audio recordings, templates, and tools. The primary purpose of a knowledge base is to make the included information easy to access, leading to saved time, lowered costs, and raised productivity.
What is knowledge management?
The general process of knowledge management concerns gathering, arranging, and utilizing knowledge (or information) to improve organizational performance. Businesses that get it right make better decisions, solve problems faster, collaborate more effectively, and eliminate many common mistakes.
How do knowledge bases work?
Knowledge bases work by storing and categorizing resources for speedy retrieval. By pairing smart tagging and structuring with sophisticated search functions, users can easily find resources that pertain to their requirements.
Some knowledge bases are solely for internal use, intended to help employees learn and share information. Others are geared toward external use, answering common customer or shopper queries. Regardless, the content they store should be produced and kept updated by people with relevant expertise and overseen by administrators.
Additionally, integrations with complementary systems can enhance knowledge bases' functionality and performance. For example, linking a knowledge base to a communications platform can make it easier to share information during customer chats or internal exchanges.
Why do you need knowledge base software?
If you’re running an organization that creates, accrues and/or curates large amounts of information, knowledge base software is a must-have. Its many benefits make it valuable to smaller operations, particularly those looking to grow rapidly. Let’s take a closer look at some of those benefits:
Enhances customer support
Though some customers will always prefer direct agent support, many are fine with the self-service approach and happily take advantage of knowledge base resources to get what they need without waiting. This results in greater satisfaction with minimal human resource cost.
Reduces operational costs
Since providing comprehensive self-service options through a knowledge base reduces the need for support agents to handle common queries, organizations can use knowledge base software to deliver the same quality support at lower cost, freeing resources for more complex tasks or growth initiatives.
Improves productivity
Building an internal knowledge base gives employees quick access to essential information like policies, procedures, and workflows. They can consequently spend less time searching for answers or waiting for responses from colleagues, allowing them to focus on their primary responsibilities.
Aligns information delivery
A well-maintained knowledge base is a single source of truth, ensuring that everyone — customers and employees alike — stays on the same page. This consistency strengthens trust and reduces the risk of miscommunication (an issue that can easily snowball into major problems).
Aids operational growth
As businesses grow, so does the volume of information they need to manage. Knowledge base software can easily accommodate vast resources, allowing even a small business with limited human resources to position itself for enterprise-level operation.
Types of knowledge base customers
Knowledge base software can serve diverse users, each with a unique set of goals and requirements. Let’s take a look at some of the customer types most likely to benefit from using a knowledge base:
Customers
Many customers prefer finding answers on their own rather than waiting for assistance. Knowledge bases tailored for external use (often operated by contact centers) can offer users self-service resources such as FAQs, troubleshooting guides, and step-by-step processes.
Trainees
Knowledge bases filled with company policies, workflows, and training materials can help new employees get up to speed more quickly and easily. The less time they spend searching for information, the faster they can become productive.
Support agents
Customer service representatives use CRM-linked knowledge bases to find relevant information to better support customers. This makes customers happier and reduces call times, allowing more support cases to be handled.
Teams and departments
Given the rise of remote working and global teams, knowledge bases can help colleagues share information and collaborate more effectively. They can also make it easier to retain core insight when employees leave.
Stakeholders
Anyone with a stake in a business may want to know more about its performance and find ways to contribute to its development. Having access to a knowledge base conveniently facilitates this.
Types of knowledge base tools
Given that any knowledge repository can be considered a knowledge base of sorts, various types of knowledge base tools can be deployed to serve different purposes. The following are some of the most notable:
External knowledge bases
These are designed to serve customers and external users, offering resources like FAQs and how-to guides. They empower users to resolve their issues independently whenever possible.
Internal knowledge bases
These serve employees by providing access to clear company information, including training materials and processes. They’re invaluable for onboarding, collaboration, and ensuring adherence to company policies.
FAQ pages
These address users' most common queries, typically about products or services. They quickly answer straightforward questions without taking up valuable support agent time.
Troubleshooting guides
These guides help users diagnose and resolve common issues by providing step-by-step instructions and visuals. They’re particularly useful when offering technical products or services that may cause major confusion.
User manuals
These provide comprehensive instructions for using products or services. They generally include step-by-step processes, illustrations and/or diagrams to clarify complex features, functions, or actions.
Installation guides
These focus on helping users get hardware or software systems set up and configured correctly. They include clear steps to be taken and aim to simplify actions as much as possible for accessibility.
Process documents
These outline workflows and standard operating procedures to ensure high-level consistency across recurring tasks. They help organizations maintain efficiency and quality in their operations, even as employees come and go.
Employee handbooks
These give employees essential information about company policies, culture, and procedures. They’re vital for onboarding new hires and informing existing employees of strategic changes.
Project documents
These detail the goals, scope, and progress of significant projects. In doing so, they ensure all stakeholders understand what’s going on and have access to the information they need to contribute usefully.
Sales enablement resources
These equip sales teams with useful materials like product specifications, positive case studies, and pricing guides. They’re designed to improve sales efficiency and help representatives close deals quickly and efficiently.
Software documents
These target developers and IT professionals, setting out detailed technical instructions for installing, configuring, maintaining, and updating software systems. They’re particularly key when the systems in question are bespoke.
Get the data
Knowledge base software features
Knowledge base software has various features that simplify information management and improve accessibility. The following are some of the most significant features to look out for:
Advanced search functionality
This lets users quickly locate specific content using keywords, tags, or filters. Providing precise search results ensures users can find the information they need without needless frustration or wasted time.
Customizable templates
These enable businesses to create polished knowledge base content with minimal effort. With templates that can be tailored to suit specific branding and structural needs, they can maintain consistency across all documentation.
Multichannel integration
This allows knowledge bases to connect with tools like chatbots (also known as virtual agents), CRMs, or help desks. Smart integration allows streamlined workflows and aids the flow of information across channels.
Role-based permissions
These control access to sensitive information by assigning specific permissions based on user roles. Using them protects security by ensuring only authorized individuals can view or edit certain resources.
Analytics and reporting
These provide valuable insights into how people use the knowledge base. They show, for instance, which resources and search terms are popular. Using this information, the business can improve the knowledge base accordingly.
Multilingual support
This enables knowledge bases to serve users everywhere by allowing content to be created in multiple languages. Naturally, it’s particularly valuable for organizations that deliver consistent worldwide support.
Version control
This tracks changes made to knowledge base content over time, allowing administrators to view edit histories and restore previous versions if needed (e.g. if erroneous updates are made).
Offline access
This allows users to download knowledge base content to access it even when they can’t get online. It’s particularly helpful for employees or customers in areas with poor internet infrastructure.
Mobile optimization
This ensures the knowledge base is accessible and easy to use on all modern mobile devices. Mobile-first layouts are particularly important given how frequently people now access smartphone files.
Feedback mechanisms
These include features like ratings, surveys, or comment sections that let users provide feedback on articles. Gathered feedback helps those running the knowledge base identify problems and implement improvements.
Choosing the right knowledge base software
Finding the right knowledge base tool prioritizes your organization’s unique needs and goals. Try answering these key questions:
What purpose do you need a knowledge base (or bases) to serve? Customer support, internal information sharing, or both? Internal knowledge base software doesn’t need to be as accessible, for instance.
What users are you aiming to help? They could be current customers, prospective customers, employees, or stakeholders.
What features do you need? If you have customers in multiple countries, you’ll need multilingual support. You'll need detailed analytics if you’re determined to optimize your support.
How much do you intend to scale up? A platform that meets your current needs might not be able to meet the needs you’ll have in a year or two. Aim for a solution you can retain for a long time.
What level of accessibility do you need? A system with an awkward UI design can require extended training and slow operations down even after that. Run your options by the people using the knowledge base software and ensure you make a choice that’ll work for them.
What integrations will help you? If you’re already relying on a range of software tools, having easy ways to integrate them with your selected knowledge base system will be highly useful. Look out for native support for key communications APIs.
What budget are you working with? What will a given option cost, both initially and down the line? Think carefully about what you can afford and what features or benefits you want to pay extra.
What level of data security is warranted? You'll need robust security measures if you intend to store sensitive information. Look for features like role-based permission and strong encryption.
Will offline access or mobile optimization be important? If your team works remotely or in areas with unreliable connectivity, having a mobile-first interface with offline access will be a massive boon.
What support and maintenance options are available? A knowledge base system is only as good as its uptime. Before choosing a provider, check that it offers a suitable uptime guarantee and regular updates.
If you can find clear answers for at least some of these questions, you’ll find it much easier to narrow down your options and ultimately find a suitable solution.
Open source knowledge base software
Using open-source knowledge base software (meaning it can be freely modified and distributed) can work well for some organizations but not others. Here’s a breakdown of the pros and cons:
Benefits
As open-source software can be so easily modified, it offers tremendous flexibility. If you’re willing to put in the time and effort to add features, you can do so, just as you can remove features you don’t need. This is also ideal for branding, as an organization can put its stamp on its knowledge bases. And given that software of this kind is normally either free or inexpensive, it’s a tempting prospect for any budding business with more time than money.
Drawbacks
It may be flexible, but open-source software isn’t easy to set up, configure, maintain, or update. And since there aren’t dedicated developers with commitments to regularly update open-source software, users have to deal with slow community-driven fixes and feature additions. In short, using open-source software as a long-term solution requires much work and expertise.
Hosted or self–hosted software solution
When maintaining a knowledge base, you can manage the hosting yourself or allow a hosting provider (typically the developer of the knowledge base solution) to handle it for you. Here’s a quick breakdown of these options:
Self-hosting
Using a self-hosted solution affords you complete control over your knowledge base. You can customize it however you like, add integrations, and implement whatever security protocols suit your needs. The challenge, of course, is covering the significant cost of the hosting itself plus the work needed to manage it.
Hosted
Using a hosted solution passes responsibility for keeping your knowledge base safe and accessible to a hosting provider. Assuming the provider is reputable, this provides greater convenience, reliability, performance, and security. For most operations, this is the preferable route, with the only downside being a relative lack of flexibility in configuration and hosting expenses.
Help desks vs. knowledge bases: What’s the difference?
While help desks and knowledge bases bolster customer support and aid information sharing, they work differently and serve different purposes. Here’s a breakdown of the key differences between the two:
Help Desks
Knowledge Bases
Purpose
Provide real-time assistance with customer queries and issues
Provide self-service access to information and resources
Scalability
Limited by the size and availability of the support team
Limited by the rate of producing and updating content
Costs
Higher due to the demands of staffing and support platforms
Lower due to greatly reduced agent involvement
Common Uses
Resolving technical issues, processing refunds, addressing complex customer queries
Offering FAQs, troubleshooting guides, user manuals, and onboarding materials
Tech Demands
Software for ticket management, live chat, and email threads
Searchable content repositories with tagging and categorization
Ideal For
Businesses with frequent, complex customer interactions
Businesses that receive repeated queries
Best practices for using knowledge base software
To make the most of knowledge base software, it’s important to adhere to the following best practices:
Keep your content up-to-date
Review and update your knowledge base regularly to ensure all the information it stores remains accurate and applicable. Outdated content can lead to confusion and frustration, so this isn’t a task to carry out sporadically. Set a schedule for checking content and commit to it fully.
Make the structure intuitive
Take the time to organize your knowledge base in a way that’s easy to navigate. Use clear categories and intuitive tags in a logical structure so users of all varieties can quickly find what they want.
Gather and act on user feedback
Encourage users to provide feedback on your knowledge base resources by including comment sections and a rating system. Use their input to refine your content to be as helpful and relevant as possible.
Prioritize search optimization
Excellent content is useless if your users can’t find it easily, so having a well-honed search system is vital. Help ensure your resources are tagged with appropriate keywords and other metadata items.
Use visuals to enhance clarity
Pair your written resources with relevant visuals (screenshots, illustrations, diagrams, or video guides). This will make your content more engaging and help users understand complex concepts.
Ensure mobile compatibility
With so many people now using their smartphones for everyday internet use, optimizing your knowledge base for mobile use is critically important. Taking a mobile-first approach will deliver strong usability on all devices.
Train your team on its use
Ensure everyone managing and using the knowledge base understands its features and workflows. Provide training on creating and updating content consistently, emphasizing quality and clarity. A knowledge base is only as reliable as the content pipeline behind it.
Integrate it with other tools
If you rely on other platforms like CRMs, help desks, or virtual assistants, ensure your knowledge base integrates seamlessly with them. This will simplify your workflows and remove the delays from switching between tools.
Focus on data security
Even if your knowledge base is meant to be open to view, you must ensure that only those with the right permissions can edit resources. Periodically review access levels and user accounts to ensure compliance and content integrity.
Monitor performance with analytics
Use analytics tools to track how your knowledge base is being used so you can spot any recurring issues. Look at metrics like search terms and bounce rates to determine which resources are performing well and which need alterations.
Integrate your knowledge base software with the best communication solutions available
A knowledge base platform is great for centralizing information, but you won’t get the most value from it unless you get it working smoothly alongside the rest of your software stack. Aligning with communication channels is particularly important. The more easily you can distribute the information from your knowledge base to your customers and/or employees, the better.
Choosing the right knowledge base software is important, but you should pair it with the best communication software you can find for optimal results. That’s where Vonage solutions enter the picture.
The Vonage Business Communications platform offers unified plug-and-play voice, video, and text messaging to accommodate all business needs, whether running a call center or trying to keep an international team on the same page. Its knowledge AI features are turning generative AI into a customer support powerhouse. And with a range of integrations, including the convenient go-between of Zapier, it should fit perfectly alongside your chosen system.
Ready to squeeze maximum value from your knowledge base software? Explore Vonage Communications APIs today to find out how they can improve the impact of your content resources.
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Still have questions about knowledge base software?
A knowledge base stores important information in one easily accessible system, allowing those who need it to find it as quickly and simply as possible. Depending on how it’s targeted, it can offer customers self-service support, help internal teams collaborate, or provide a single source of truth for an organization.
A knowledge base should include any resources that the organization it serves wishes its target audience to have access to. A knowledge base commonly contains FAQs, troubleshooting guides, product specs and setup processes, workflows, SOPs, or training materials.
An example of a knowledge base is a self-service search-based help section on a company website. Customers can type in the terms relevant to their issues and find relevant resources to help them find resolutions. An example of an internal knowledge base is an onboarding center full of guides to help new hires learn their roles and responsibilities.
A knowledge base can confer various benefits. Allowing self-service support can reduce human resource demand, save valuable time, lower costs, and make customers happier. Storing key internal resources can boost productivity and improve operational consistency. Scaling easily and economically can support major business growth.
This depends on the integration options provided for specific pieces of software. In an average case, AI-powered virtual agents can be integrated with a knowledge base to improve customer support. The virtual assistants can then retrieve relevant information in real time and pass it on to the customers, saving support agents time and effort.
Ideally, a knowledge base platform should have integrations for popular CRMs, AI-driven virtual assistants, analytics services, help desks, communications platforms, and customizable integrations go-betweens such as Zapier or IFTTT.
The difference between a database and a knowledge base is that the former isn’t intended to be viewed directly, while the latter is. A database stores data to be accessed by software systems rather than users, so it doesn’t need to be categorized to make it easy for people to search and parse.
