Managing a complex knowledge base manually can be time-consuming, overwhelming, and can lead to inaccuracies due to inconsistent content updates.
It also prevents teams from giving valuable time to productive tasks such as onboarding new customers or improving employee efficiency rates.
If you’re looking for tools that can streamline knowledge management, boost team productivity, and deliver up-to-date, accurate information, this article is for you.
Note: #1 on our list is our solution, livepro. We have kept the comparison fair and are proud of what our tool brings to the table for companies.
1. livepro
Best for: Fast accurate answers, agent training and onboarding, single source of truth, and self-service solutions
livepro is a knowledge management tool for contact centers that want to improve their agents’ productivity, increase customer satisfaction, and reduce customer churn.
The tool acts as your organization’s single source of truth – connecting to any channel, new or existing to provide accurate answers quickly. livepro is purpose-built for the contact center, meaning it operates at conversational speeds and has features and knowledge types specifically designed to help agents help your customers the first time they interact.
Decision-making tools, process guidance, and the market-leading hybrid search feature make finding answers easy. This reduces reliance on lengthy training periods and equips agents to handle complex inquiries confidently.
Following is a detailed explanation of how livepro’s core features help you manage the knowledge base (and how agents can use it to leverage their expertise).
livepro’s Generative AI Delivers Faster and Accurate Answers for Contact Centers
Many knowledge management tools are designed for help desks, focusing on common troubleshooting issues via email where time isn’t as critical for a resolution. However, contact centers work differently. Their questions are often abstract and need accurate, quick answers. Agents need tools that help them provide clear and effective responses, no matter how complex the product.
livepro combines its knowledge management system with its Lightspeed suite of AI tools that allow organizations to ingest masses of unstructured data using LightspeedAI so agents can access information from a single source. The tool utilizes GenAI to extract and use information strictly from the given product details, processes, and procedures within livepro to provide compliant, accurate company-specific information to agents and customers.
What sets livepro apart is AI-assigned Search Scores based on how closely each article matches the inquiry. A higher score means a more accurate match. Lightspeed Search is the market-leading hybrid search function unique to livepro, that evaluates results using a mix of keywords, natural language processing, and user engagement.
This approach offers two major benefits:
- Faster Response Times: Agents spend less time searching, reading and interpreting PDFs and word docs, allowing them to resolve queries more efficiently.
- Reduced Training Time: With instant access to clear, accurate summaries, even new agents can handle complex questions like experts.
livepro has multiple different knowledge types depending on the purpose of the article. Procedures are made simple with Work Instructions, and step-by-step guidance for new agents to accurately follow processes to a T, or more tenured agents to skip through to the certain step they require.
Announcements provide short, sharp, and timed updates to agents and Rockets are dynamic decision-making tools that change flow depending on the user’s unique responses.
livepro also organizes content into categories and Hubs, grouping related topics for easier navigation so agents can quickly find, update, and manage information as needed.
Authoring Tools Streamline Knowledge Creation and Agent Guidance
Managing a complex knowledge base is challenging, especially for contact centers that constantly have customers on the line. Unlike traditional management systems, livepro offers a range of authoring features—such as a drag-and-drop editor, pre-made templates, content structuring tools, and quick guidance templates—to help you efficiently create and organize your knowledge base.
Here’s a look into livepro’s authoring features:
- Premade Styles and Templates: Select a template, customize it, and publish well-structured content.
- What You See Is What You Get (WYSIWYG) Editor: Create or update clear, concise knowledge articles without technical skills, ensuring your team always has up-to-date information.
- Drag-and-Drop Decision Guidance Authoring: Drag and connect elements to build clear decision trees for new agents to follow as step-by-step guidance, reducing errors and speeding up responses.
- Process Guidance Templates: Outline procedures for your team to follow consistent guidelines, especially during onboarding. For example, contact centers can set up a guide for handling various call types, like billing inquiries, so agents can access clear, step-by-step instructions, reducing response times and improving the customer experience.
Collaborative Tools to Help Update and Improve Knowledge Accuracy
livepro’s collaborative tools give managers full authority to review and authorize access to maintain a reliable knowledge base.
- Track and Manage Updates: livepro’s review date reminders and version control ensure your knowledge base is always up to date. Admins can assess, edit, and approve content seamlessly, while the version history feature allows you to trace changes and revert to previous versions when needed.
- Streamline Approvals: Approving content doesn’t have to be tedious. With the Visual Version Comparison tool, you can view different versions of a knowledge article side by side, helping reduce errors and save time during reviews.
- Enable Collaboration: Articles can be sent directly to Subject Matter Experts (SMEs) for input, with an audit trail to track contributions. Feedback Workflow Management keeps updates and comments organized, so nothing gets lost during the review process.
- Control Access with Precision: Role-based permissions give you full control over who can access, edit, or manage content. This ensures that only authorized individuals can make changes, maintaining the integrity of your knowledge base.
Overall, livepro empowers managers and teams to develop a better knowledge management strategy that evolves with the business while ensuring reliability and accountability at every step.
Self-Service Solutions to Reduce Call Volumes
High call volumes can overwhelm service teams and frustrate customers. Interestingly, a survey by Microsoft shows that 75% of global respondents try to find answers using a search engine before calling support, and 74% rely on self-service portals. Yet, most information customers find is incomplete or outdated, leading them to contact live agents.
livepro reduces agent workload by providing your customers with the same reliable, up-to-date knowledge that agents use. Its centralized KM system integrates directly into your website with AI-assisted search.
This allows customers to quickly find answers to common questions on their own, reducing the need to contact live agents and improving the overall customer experience.
livepro’s Analytics Tools Increase Agent Efficiency
livepro’s award-winning dashboards feature hundreds of prebuilt and customizable reporting options, equipping you with in-depth insights into their operations and agent performance.
You can track which knowledge articles are used most frequently based on hot topics that could be added to the website for customer self-service. You can also monitor agent activity, such as time spent on the system and how it’s used to handle complex queries, ensuring compliance with documented processes and scripts.
For contact centers that rely on real-time metrics, the dashboards deliver critical data such as average handle time, net promoter score, average hold time, customer transfers, and resolution rates. These tools enable you to analyze agents’ workflows, enforce compliance, and also gain useful insights to improve the customer experience.
API Integrations for Multiple Channels
livepro’s built-in open API integrates seamlessly into multiple channels such as website, chat, and chatbot to deliver accurate answers to customers from a single source of truth.
Whenever your customer searches for a query, livepro uses the knowledge base to resolve their problems without needing an agent. You can also monitor and analyze how your knowledge base is being used, including search patterns and trends via livepro’s analytics API.
Schedule a call to find out how you can integrate livepro into your website.
Pros
- Serves as a single source of truth for accurate information
- Provides AI-assisted self-service search solutions
- Features an easy-to-navigate interface
- Integrates GenAI to generate quick, context-based answers for customers
- Offers decision-making guides to agents during customer calls
- Reduces call transfers and shortens agent training time with a centralized knowledge base
- Streamlines the knowledge governance to meet auditing and compliance standards
- Simplifies reporting, allowing managers to extract and analyze data efficiently
Cons
- Learning curve for advanced features but the team is available to resolve it
livepro Pricing
livepro has three pricing plans: Flex, Premium, and Enterprise. Each plan caters to a different business size. You can contact our team for a quote.
Customer Reviews
“It is extremely user-friendly for both the end user and authors/administrators. With innovative features and a fully customizable platform, it has everything you need to contain all of your processes and information in one location.” – Nicola B.
Customer Rating
2. Confluence
Best for: Team collaboration and documentation
Confluence by Atlassian allows teams to create, manage, and share knowledge in one centralized place, improving work efficiency and collaboration. You can create pages, brainstorm on whiteboards, gather databases, and record Loom videos, all from just one platform.
Key Features
- Real-time co-editing allows multiple users to edit documents simultaneously.
- You can quickly create dashboards, pages, and content like roadmaps and expanding sections.
- Documentation for teams facilitates easy access to relevant information.
- Automatic versioning saves snapshots of each page update.
- Allows third-party integration with Jira, Trello, and Bitbucket.
Pros
- Customizable templates
- Real-time collaboration
- Unlimited spaces/pages
- Effective knowledge management
- Free plan availability
Cons
- High pricing model
- Complex navigation
- Limited formatting options
Pricing
Confluence has three plans: Standard, Premium, and Enterprise, starting from $5.16/month per user. You can also opt for the free plan for up to 10 users for limited features.
Customer Reviews
“The ease of use makes it one of the best team work management platforms out there. We are a development team that uses Jira and the integration with Confluence makes our work seamless.” – Sheen W.
Customer Rating
3. Zendesk
Best for: Self-service solutions and streamlined customer support
Zendesk’s AI-powered knowledge management tool allows companies to create, manage, and share knowledge internally and externally. It has AI agents that integrate with the existing knowledge base to improve customer experience.
Key Features
- Uses Generative AI to improve knowledge base content.
- Integrates communication across email, live chat, social media, and phone.
- Allows customizable workflows to meet every team’s preferences.
- Customizable reports for better decision-making.
- Automates simple tasks to improve work efficiency.
- Redirects customers to find answers through help centers and FAQs.
- Helps prioritize tickets based on service level agreements.
Pros
- Agent workspace
- Offers triggers and automation
- Easy onboarding
- Multi-channel support
- Analytics
- Third-party integration
- Knowledge base
- Real-time chat
Cons
- Data export issues
- Inconsistent performance
- Too many features can overwhelm users
Pricing
Zendesk’s pricing ranges between $19 to $149, depending on the plan. You can contact the sales team for Enterprise pricing.
Customer Reviews
“My overall experience with Zendesk Suite has been excellent. It’s easy to use, customizable, and has significantly improved our customer support process. Highly recommend it!” – Stephanie P.
Customer Rating
4. Freshdesk
Best for: Unified agent workspace
Freshdesk by Freshworks is a cloud-based customer support tool that unifies information to resolve customer inquiries across multiple channels, including email, phone, chat, and social media. Freddy AI assists and streamlines day-to-day tasks for agents to improve overall customer experience.
Key Features
- Uses AI to automate, manage, and streamline workflows.
- Offers advanced ticketing features for customer inquiries.
- Assist agents with AI-generated answers.
- Handles routing, sentiment analysis, and response suggestions to support agents.
- Facilitates teamwork among agents with features like internal notes and shared tickets.
- Predefines replies for common queries.
Pros
- AI-powered solutions
- Advanced ticketing management
- Third-party integration
- 360 agent support
- Reporting
- AI chatbot support
Cons
- Limited features for basic plans
- Requires manual ticket merging
- Complex for beginners
- Limited admin options
Pricing
Freshdesk pricing starts from $15 per month for each agent and can go up to $79, depending on the features needed.
Customer Reviews
“Freshdesk can host many agents in a cross-functional way which is integral to making what we do be efficient and satisfy our customers. It is easy to use which allows for less time training and onboarding for how to use the tool…” – Korrin P.
Customer Rating
5. Notion
Best for: Team collaboration and sharing
Notion is an all-in-one workspace station that helps you manage and organize information in an accessible format. Although it doesn’t assist with customer support, it combines note-taking, databases, and task management, allowing teams to effectively manage their workflows and keep everyone in the loop.
Key Features
- Unifies notes, tasks, databases, and wikis into a single platform.
- Customizable workflows and content structures.
- Provides a variety of pre-built templates for projects and documentation.
- Facilitates quick access to information across all pages and databases.
- Organizes comprehensive knowledge bases for team documentation.
- Uses AI to generate content, templates, and access databases.
- Connects with popular tools like Slack, Google Drive, and Trello.
- Enables real-time updates and feedback, enhancing team productivity.
- Links to unlimited pages for better visibility and access.
Pros
- Pre-built template marketplace
- Drag-and-drop interface
- Third-party integrations
- AI-powered content generation
- Easy interface for beginners
Cons
- Limited advanced knowledge management features
- Doesn’t have customer support solutions
- Initial setup can be time-consuming
Pricing
Notion has a free plan for limited features. Its pricing plans start from $10/month per seat.
Customer Reviews
“Notion quite frankly does it all – it is an area to organize and store information, it provides a platform to collaborate with cross-functional partners, task-management for projects, plan internal events, ETC!” – Jennifer N.
Customer Rating
6. Guru
Best for: Organizing and managing knowledge bases
Guru helps organize comprehensive knowledge bases, making them accessible to company employees using AI-driven solutions. It seamlessly integrates with your team’s workflows so they can easily access information when needed.
Key Features
- Easy-to-use interface for quick onboarding processes.
- Uses generative AI to deliver accurate, context-aware answers from the knowledge base.
- Personalized landing pages for specific teams.
- Tracks FAQs and content usage to improve the knowledge base.
- Gives insights into content performance and user engagement.
- Automatically archives outdated content.
- Sends timely announcement alerts to teams.
Pros
- Real-time collaboration
- Third-party integration
- Personalized dashboard
- Analytical insights
- AI training center
- Customizable templates
- Strong community support
Cons
- Complex for new users
- Difficult content organization
- No ticketing system
Pricing
Guru charges $15/month for each user. You can opt for a free 30-day trial to test the platform, and also contact the sales team for a personalized pricing package.
Customer Reviews
“I just started using this and noticed that it’s an all-in-one platform for managing things like projects and tasks.” – Roman D.
Customer Rating
7. Bloomfire
Best for: Centralized team knowledge sharing
Bloomfire is an award-winning AI-powered knowledge management tool. It integrates Gen-AI to improve knowledge bases for organizations, helping customers with decision-making and problem-solving. It enhances every employee’s work performance by providing smart solutions via collective knowledge.
Key Features
- Uses generative AI for knowledge management solutions.
- Streamlines deep indexing of all documentation and knowledge base.
- Bring vetted knowledge to teams with moderation tools for editing, approval, and compliance.
- Avoids redundant, outdated, or trivial information from the knowledge base.
- Allows team members to share knowledge in various formats.
- Gives version control to maintain accuracy.
- Provides insights into content engagement and usage patterns.
Pros
- Easy interface
- 25 document types support
- Good customer support
- Advanced customization
- Role-based permissions
- Reporting
Cons
- Too many features
- Lacks bulk upload of documents
- Might be complex for new users
Pricing
You can contact the sales team for pricing.
Customer Reviews
“I like how I can download and print all important files needed for work. It is easy to navigate and find materials needed for the workplace and it’s all in one spot.” – Krista V.
Customer Rating
8. Document360
Best for: Self-service solutions
Document360 helps you create, manage, and publish self-service knowledge bases, simplifying workflows across all team members. It proactively minimizes your workload by integrating all docs, manuals, etc., resolving customer questions 5x faster than traditional search.
Key Features
- Eddy AI uses the knowledge base to derive relevant answers to resolve customer queries.
- Provides specific solutions to meet each business’s needs.
- Centralizes all documentation across all team members with author control.
- Customizes knowledge base to meet your branding elements.
- Optimizes knowledge base articles for search engines.
- Uses a custom domain for your knowledge base to increase brand authenticity.
- Automatically backs up data daily incoming information.
- Uses either Markdown or a WYSIWYG editor for flexible content creation.
Pros
- Advanced search capabilities
- Good customer support
- Custom branding options
- Multi-language support
- Integration with third-party platforms
Cons
- Fewer real-time collaboration options
- Occasional performance issues
- Expensive subscription plans for small business
Pricing
Document360 pricing starts from $199 to $399.
Customer Reviews
“The interface is user friendly and can be used by one without any technical expertise.” – Ankush K.
Customer Rating
9. Helpjuice
Best for: Broader knowledge base management
Helpjuice is a knowledge base tool that streamlines day-to-day tasks and effectively manages the knowledge base for any organization. The platform serves a broad range of industries seeking a knowledge base with comprehensive documentation capabilities.
Key Features
- Customizable workflows for content review.
- Provides advanced analytics for user behavior and content effectiveness.
- Instant search features quickly find relevant articles and information.
- Enable multiple users to edit content in real-time.
- Track changes and maintain historical versions of documents.
Pros
- Multi-language support
- Quality assurance of knowledge base
- Content categorization
- Advanced collaboration features
- Automated backups
- Good customer support
Cons
- Limited integration with CRM systems
- Occasional technical issues
Pricing
Helpjuice pricing plans range between $129 to $659 per month when billed annually.
Customer Reviews
“I am very happy with this implementation. It makes it easy to make some corrections and changes and quickly publish them.”
Customer Rating
10. Slack
Best for: Internal real-time knowledge sharing
Slack centralizes team communication by providing real-time collaboration tools. As a knowledge management tool, Slack simplifies sharing, storing, and searching for information across channels.
Key Features
- Organized spaces for team discussions.
- Easy sharing of documents, images, and other files.
- Advanced search capability for existing knowledge base.
- Customizable alerts to keep team members informed.
- Offers real-time audio and video communication tools via Huddle.
- Streamlines work management using AI capabilities.
- Prebuilt templates for projects.
Pros
- Easy setup and navigation
- Beginner-level interface
- Includes real-time sharing features
- Strong admin control
- 24/7 customer support
- Extensive integration options
Cons
- Unstructured knowledge management
- Limited search functionality on the free version
- Reliance on third-party apps
- Can get distracting due to the overwhelming information
- Only 90 days of knowledge history on the free version
Pricing
Slack pricing begins at $8.75/month, but you can get 50% off on the first three months of subscription. The free version is also available but with limited features.
Customer Reviews
“I really like that I can sync automations with Monday. And I can also manage permissions for everything, that way we can have multiple channels with the persons we want to.” – Ricardo A.
Customer Rating
Quick Comparison Table
| Tool | Best For | Key Features | Pricing |
| livepro | Quick answers & agent training | AI-assisted search, API integration, self-service | Flex, Premium, Enterprise (Contact us for a Quote) |
| Confluence | Team collaboration & documentation | Real-time co-editing, integrations, versioning | Standard, Premium, Enterprise (Starts from $5.16/month per user) |
| Zendesk | Self-service & customer support | Generative AI, multi-channel support, automation | $19-$149 (Enterprise pricing available on request) |
| Freshdesk | Unified agent workspace | AI ticketing, sentiment analysis, shared tickets | $15-$79 per agent/month |
| Notion | Team collaboration & sharing | Note-taking, task management, customizable workflows | $10/month per seat (Free plan available) |
| Guru | Organizing & managing knowledge bases | AI-driven answers, personalized dashboards, analytics | $15/user per month (30-day free trial available) |
| Bloomfire | Centralized knowledge sharing | AI-powered search, moderation tools, analytics | Contact for Quote |
| Document360 | Self-service solutions | Advanced search, daily backups, customizable branding | $199 – $399 per month |
| Helpjuice | Broader knowledge base management | Custom workflows, advanced analytics, version control | $129 – $659 per month |
| Slack | Real-time knowledge sharing | Channels, document sharing, Huddles for quick calls | $8.75/month (Free version available with limits) |
What Features Should You Look for in a Knowledge Management Software?
When selecting the best knowledge management software, you need to make sure it aligns with your business model. A good KM tool should have:
- Centralized Knowledge Base: Make knowledge accessible to everyone, including employees and customers without needing extra effort.
- Smart AI-Driven Search Functionality: Use AI to generate context-based answers to customer queries from the knowledge base accurately.
- Teamwork Collaboration Features: Allow sharing among team members, agents, and stakeholders for better productivity and governance compliance.
- Content Approval Workflows: Automate reminders to approve content in the knowledge base to maintain quality and relevance to business.
- Strong Version Control: View, edit, and track changes within the knowledge base and version history of every piece of information.
- Analytics & Reporting: Advanced dashboard with accessible analytics to track customer behavior and trends.
- Third-Party App Integration: Integrate seamlessly with common third-party applications to improve work efficiency and collaboration.
livepro has all these features to help your team find accurate answers faster, work more efficiently, and provide better support to your customers. Want to see how it works? Book a demo today and explore how livepro can make knowledge management easier for your business.
