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Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
Freshdesk knowledge base helps customers to find answers on their own and enables agents to handle more customer queries efficiently. Some of the key capabilities include creating content in multiple languages, managing content in bulk to save time, using filters to work on specific content, setting up a robust approval process. It is also possible to leverage the AI-powered bots to help customers find relevant answers while keeping them engaged. Learn more about Freshdesk

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Create a dynamic informational database your whole team can contribute to while they work with flexible knowledge management software. Learn more about monday.com
Create a dynamic informational database your whole team can contribute to while they work with flexible knowledge management software. That way, important material never gets lost when people move between teams or roles, and your team guidelines and enablement documents are always up-to-date. Then easily navigate your knowledge base with custom statuses, hashtags, and filters to find exactly what you need in seconds. Learn more about monday.com

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Boost productivity and collaboration throughout the development lifecycle with persistent, just-in-time knowledge sharing. Learn more about Stack Overflow for Teams
Stack Overflow for Teams is a knowledge sharing and collaboration platform that helps teams solve technical challenges through each stage of the development lifecycle. Since Stack Overflow’s public platform is already integral to how technologists work, Stack Overflow for Teams makes it easy to share institutional knowledge in a private, central place. It even empowers your team to keep knowledge fresh and relevant by programmatically surfacing content that might be out-of-date. Learn more about Stack Overflow for Teams

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Rated #1 Knowledge Base Software Globally. Trusted and used by 1000s of users from Customer.io, Datree.io, Harvard University, Monday. Learn more about Document360
Document360 Knowledge base platform enables your help center creation through end-user interface and multiple third-party integrations. Get set up in minutes & reduce your support request up to 50%. Create, collaborate, and publish a self-service knowledge Knowledge base with our easy to use document management SaaS platform. Maintain multiple versions, take advantage of markdown editor & advanced analytics, be assured of robust security and match with your brand identity. Learn more about Document360

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
With Zoho Desk, create Multi-brand SEO friendly knowledge base articles on cloud for each of your brand to answer your customers FAQ's. Learn more about Zoho Desk
Zoho Desk is a cloud based Knowledge base software for faster answers and fewer tickets on customer quires and complaints that helps your company to build stronger relationships with customers over multiple channels and languages. Create Multi-brand SEO friendly knowledge base articles for each of your brand to answer your customer's frequently asked questions. This saves your team work on responding to simple questions, and leaves more time to help customers with tricky problems. Learn more about Zoho Desk

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Confluence makes information accessible to your whole organization. Use it to capture and preserve all important data and updates. Learn more about Confluence
Making information accessible to your organization is important now more than ever. Confluence can serve as your company’s primary Knowledge Management Software tool. Use it to capture, preserve, and organize your most valuable assets. Whether it be company updates, project plans, or other important intel, keep it accessible and trackable with Confluence. Learn more about Confluence

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
MangoApps is a knowledge management platform that helps you create a unified employee experience and keep everyone on the same page. Learn more about MangoApps
MangoApps is a knowledge management platform that gives you all the tools you need to create a unified employee experience and ensure that your employees share and benefit from each other’s knowledge and experience. Our modern, user-friendly platform serves as a centralized hub where your employees can find all of their tools and updates in a single, customized dashboard. This approach promotes alignment, efficiency, and community, and enables everyone to learn and share without any roadblocks. Learn more about MangoApps

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Start for Free with LiveAgent and provide excellent customer service with the ultimate help desk solution for companies of all sizes. Learn more about LiveAgent
LiveAgent is a complete knowledge management system that provides a fully-featured customer knowledge base. Our customer knowledge base enables customers to quickly find answers without having to submit tickets. Reduce customer wait times, the workload of your agents, as well as the time spent on resolving tickets. With LiveAgent, providing world-class customer service is easy. Start your free trial today, no credit card required. Learn more about LiveAgent

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Notion is the only knowledge management software that connects your wiki, notes and projects in one tool. Learn more about Notion
Notion is the only knowledge management software that connects your wiki, notes and projects in one tool. Tens of thousands of teams and companies around the world use it to keep their employees informed and working together in one place. By bringing all work and knowledge together and making it highly customizable, Notion creates focus and transparency, while consolidating tools, saving time, and driving more productivity for teams of all sizes. Learn more about Notion

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Bitrix24 is a leading free social knowledge management and collaboration platform used by over 8 million companies worldwide. Learn more about Bitrix24
Bitrix24 is a leading free social knowledge management and collaboration platform used by over 8 million companies worldwide. Available in cloud and on-premise with open source code access. Share and discuss ideas, manage knowledge, manage projects and do more with Bitrix24! Learn more about Bitrix24

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
Jira Service Management is an ITSM solution that unlocks high-velocity IT, dev, operations, and business teams. Empowered teams can deliver great service experiences, without the complexity of traditional ITSM, and coordinate efforts for even more impact through Jira’s open collaborative platform. Streamlined workflows, automation rules, queues, SLAs, and a self-service portal all empower IT, dev, operations, and business teams to deliver exceptional service management at scale with no silos. Learn more about JIRA Service Management

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Jolt is a distributed knowledge & information management platform available on smartphones & tablets. Schedule your free demo today! Learn more about Jolt
Jolthelps you master storage, distribution, & access to proprietary information. Never worry about scrambling to locate a paper document again, and you'll be able to instantly distribute information to your entire team, specific roles, or just one individual with the click of a button from anywhere. Lower training times & reduce distribution costs. Lower employee churn with on-the-spot integrated self-learning. Schedule your free demo today! Learn more about Jolt

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Easy to use and update, KnowledgeOwl takes the complication out of building and maintaining a knowledge base for your customers & staff Learn more about KnowledgeOwl
Clean, simple and intuitive, KnowledgeOwl takes the complication out of building and maintaining a knowledge base for your customers and employees. No distractions or cumbersome setups - just no-nonsense knowledge base software, ready to improve knowledge retention and customer satisfaction. And if you do need us, our friendly support team are always here to help you get the most out of your KnowledgeOwl subscription. Learn more about KnowledgeOwl

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Restrict outsiders from viewing company-sensitive information with a secure app that handles all file types and keeps them in-house. Learn more about Connecteam
Organize all of your most important digital information in Connecteam’s searchable knowledge management software. Images, spreadsheets, attachments, PDFs, docs - whatever you need stored, Connecteam can handle it. With end-to-end security, your information is always secure. Utilize the survey tool to continuously improve on company processes and knowledge sharing with the employee feedback survey tool. Ensure a secure and easy login for system admins with Active Directory Single Sign-On (SSO). Learn more about Connecteam

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Caspio is the world's leading LOW-CODE platform for building online database applications without having to write code. Learn more about Caspio
Caspio is the world's leading LOW-CODE platform for building an online knowledge base without coding. The all-in-one platform provides everything you need to digitally transform business operations and workflows. It includes an integrated cloud database, a visual application builder, enterprise-grade security, regulatory compliance, and scalable global infrastructure. See why Caspio is trusted by over 15,000 companies worldwide. Try it for FREE. Learn more about Caspio

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
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Tribe is a free and cloud-based knowledge management solution that helps you leverage crowd-sourced content and employee contribution. Learn more about Tribe
Tribe helps businesses build a dynamic and centralized knowledge base by leveraging crowd wisdom and the collaborative power of the employees. Add social touchpoints and build knowledge-sharing communities within a matter of days. Save resources, reduce tickets, and scale support by enabling self-service. Organize different types of content by creating Spaces (public and private) for efficient content discovery. Generate insights from the candid conversations between customers. Learn more about Tribe

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Shelf is an AI first knowledge platform that helps businesses compete with fast answers to customer and employee questions Learn more about Shelf
Shelf is an AI first knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Shelf MerlinAI listens for questions and instantly suggests the best answers in search, self-service portals, web forms, chat, CRM, support apps, and contact center platforms. Identify gaps between questions and answers with Shelf analytics. Automate content publishing to every channel. Rated #1 for ease of use. Learn more about Shelf

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Canada Local product
More than ever, we need a place to bring everyone together and help each person succeed. That’s Jostle. Learn more about Jostle
Jostle’s employee success platform is where everyone connects, communicates, and celebrates at work. It’s the heartbeat of our own company and has helped employees in over 1,000 organizations easily belong and contribute, anywhere, anytime. With industry-leading participation rates, we’re putting the joy into work and the life into organizations. Learn more about Jostle

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
European knowledge-sharing solution trusted by teams and organisations of all sizes to make information accessible & actionable Learn more about Elium
Elium is the leading European knowledge-sharing solution, bringing together collaboration and knowledge. It allows organisations to capture, structure and access knowledge to help make the right decision and generate impact. Integrated with Sharepoint, Teams, Google and Slack, Elium fits seamlessly within your ecosystem. With European hosting and GDPR-ready features, it offers enterprise-ready security. Elium is available on desktop and mobile through the iOS and Android app. Learn more about Elium

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Canada Local product
BoostHQ enables companies to easily share and index their content, knowledge, and best practices so they are accessible when needed. Learn more about BoostHQ
BoostHQ is the leading knowledgebase that allows companies to create, share, and index their organization's knowledge. Available on both web and mobile, employees can easily access and contribute information to the platform on the go. BoostHQ integrates with the business tools and supports the file types you already use (documents, cloud storage tools, online articles, videos and web links). Schedule a demo to see how BoostHQ can work for your team. Learn more about BoostHQ

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
AI-powered, all-in-one market intelligence platform for media monitoring, content marketing and sales enablement teams. Learn more about Cronycle
Each day, Cronycle surfaces new developments and emerging trends from top experts across 80,000+ topics and delivers to you the most trusted, relevant insights you need to know about. Stay ahead of the market and more efficiently discover, harvest, and share insights with their audiences and stakeholders. Cronycle can help your team: Silence the noise, eliminate blindspots, focus on the most trusted, relevant content you need to know about, and keep teams and audiences informed. Learn more about Cronycle

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Online collections management software to help you to manage, conserve, exhibit, share and digitise your collections Learn more about Axiell Collections
Manage your museum and archive collections from wherever you are with our flexible, intuitive and web-based collections management system. Axiell Collections is simple to use and can be accessed wherever you are, through a browser. Catalogue, manage and organise your collection to industry standards, publish your collections online and easily import, export and report on your collections data. Learn more about Axiell Collections

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Video knowledge-sharing platform that detects topics so you can find relevant information. Learn more about PixelMixer
PixelMixer makes onboarding, training and knowledge transfer a snap using the preferred learning format - video. Easily capture your screen and webcam or import meeting recordings. PixelMixer detects important topics so you can jump directly to relevant parts of a video. Knowledge is your most valuable asset, now everyone can benefit from it with PixelMixer. Learn more about PixelMixer

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
NotoWare provides companies with a system for supporting staff with the best-known practices for performing their job tasks. Learn more about NotoWare
Our product, NotoWare, is an organizational knowledge application, where the best-known practices for performing job tasks becomes a support resource. Using NotoWare staff have training support for refreshing their memory on the practice details necessary for their work. No matter where the team is on the learning curve, they have an on-the-job support resource for quick access to the latest knowledge for performing their job tasks. Sign up for a free demo. Learn more about NotoWare

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Pobuca Knowledge analyzes conversations from all customer touchpoints to generate insights for your CS agents and educate your bot. Learn more about Pobuca Knowledge
Pobuca Knowledge is an AI-based solution that analyzes conversations from all customer touchpoints, extracts Q&As for your knowledge base, assesses customer service agents’ performance, and educates your service bots. Build a knowledge base from existing customer dialogs in natural language that automatically become Q&A articles and generate valuable insights. Learn more about Pobuca Knowledge

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
KnowledgeBase is a knowledge base solution that allows users to create, manage and share a repository of internal knowledge. Learn more about KnowledgeBase
With KnowledgeBase you can set up a custom help center in just a few clicks. You can organize information so that your support team provides consistent answers in no time. This means a sleeker customer self-service experience round the clock. You’ll see a reduction in the volume of customer requests, which will allow your agents to focus on more delicate issues. Draw conclusions from analytics, optimize and watch your customer satisfaction improve. Learn more about KnowledgeBase

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Create, manage and grow your online presence for your business, blog, store and more with Wix’s intuitive website creation platform.
Wix is an industry-leading web creation platform that provides everything you need to create, manage and grow your business online. Build a memorable user experience with intuitive design features and experience faster load times with enhanced performance. Reach more customers with advanced marketing and SEO tools while the ultra resilient and flexible infrastructure means your site is ready for any amount of traffic. Plus with enterprise-grade security, your visitor data stays safe 24/7. Learn more about Wix

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Content management solution that helps businesses with desktop sharing and viewing, text annotations, instant messaging, and whiteboard
Content management solution that helps businesses with desktop sharing and viewing, text annotations, instant messaging, and whiteboard editing. Learn more about Microsoft SharePoint

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Zendesk offers a smart knowledge base for self-service that integrates seamlessly into it's help desk software.
Zendesk offers a smart knowledge base for self-service that integrates seamlessly into it's help desk software. It can be used internally by agents for quick resolutions, and externally by customers to solve their own issues on any platform. Companies that use Zendesk's knowledge base software can improve agent efficiency and reduce support costs by 50%. This industry leading customer support solution is easy to deploy, yet flexible enough to customize to your needs. Learn more about Zendesk Suite

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
The customer support platform that ensures you understand customer needs, get to the root of their issues, and increase their happiness
TeamSupport's customer-centric Support platform empowers businesses to do much more than just ticket management. Through extensive customer management tools, which include account trend analytics, satisfaction scoring, and more, Support enables you to understand your customers better - rather than only focusing on the ticket. This leads to improved customer relationships that enable you to grow your revenue, increase customer happiness, and reduce churn. Learn more about TeamSupport

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Revolutionize internal communications by bringing together all employees inside a private and secure enterprise social network.
Revolutionize internal communications by bringing together all employees inside a private and secure enterprise social network. Connect with people across your organization to make better decisions, faster. Allows all employees to know whats happening day to day as well as build on the work of others. Employees will be able to create groups relevant to work and other interests, along with keeping documents or photos in context while still discussing things online. Learn more about Yammer

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
The worlds #1 customer service platform, empowers every service employee with the innovative tools, and unified data.
Help customers find the answers they need across any channel and empower your agents with the best answer to customer questions with the knowledge management solution that works across the world's #1 CRM. Help your customers get exactly what they need using a centralized knowledge base for all your agent and customer information. Learn more about Salesforce Service Cloud

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you.
SolarWinds Service Desk is a cloud-based, IT help desk solution that has helped organizations reduce cost per ticket by up to 15% and issue resolution time by up to 48% with smart ticket routing, automated workflows, and integrated asset management. This, plus an AI-powered knowledge base, can equip your employees with the resources needed to solve problems quickly. Set up can be done in days instead of months & can fit seamlessly into your business by integrating with 200+ cloud applications. Learn more about SolarWinds Service Desk

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Speed up your IT process by using and creating knowledge base for your service desk software
Despite popular opinion, life as a service desk agent is as unglamorous as it can get. A support agent spends most of his time, answering the same set of questions over and over. Imagine answering "How do I reset my password?" fifty times a day; not only does this make their life incredibly monotonous but it also makes the end-user wait for an answer to a problem or query that actually could be solved in a jiffy with the right guide. Learn more about Freshservice

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
TalentLMS is the LMS built for training success. Easy to manage and a joy to use, teams embrace training from the very first click.
TalentLMS is the LMS built for training success. Designed to get a yes from everyone, its where great teams, and companies, go to grow. With an experience thats fully customizable and easy to manage, teams embrace training while feeling right at home. TalentLMS makes it easy to provide the right training to any team and every use, while giving expert guidance and support every step of the way. On a mission to democratize training, TalentLMS already serves 70, 000+ teams worldwide. Learn more about TalentLMS

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
SysAid helps IT work smarter, not harder, with service automation based on a decade of AI information. Try IT for free today.
SysAid uses service automation to make IT work smarter, not harder. With a help desk that practically manages itself, millions of users around the world enjoy faster service, lighter workloads, and away smoother service experience. It makes every aspect of ITSM so breezy and automatic, freeing up IT from the grind and instead, allowing them do the things your business really needs to keep going strong. SysAid provides the fix that IT has so badly needed. Try IT for free today. Learn more about SysAid

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Trainual is the leading knowledge management and training platform for growing teams. Get your business out of your brain with Trainual
Trainual is the leading knowledge management and training platform for growing teams. Document and delegate every process, policy, and procedure for every role and responsibility in one place. Easy to use, fast to implement, and accessible from anywhere. Available on desktop, iOS, Android, and surface knowledge when you need it with the Chrome browser extension. Trainual makes it easy to get your team up to speed then keep them aligned and accountable with everything they need to know. Learn more about Trainual

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Manage knowledge and share it everywhere. Flowlu will help you to support customers and employees with the most up-to-date information.
Keep your knowledge base updated with Flowlu Knowledge Management software. Set up permission rights and share your knowledge base with the team or clients. Organize your content and articles with a drag-and-drop tool, set up featured articles and boost your customer support. Keep all FAQs in one place, update it with a touch of a fingertip and provide your clients and employees with the most up-to-date information. Learn more about Flowlu

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Knowledge engagement software enabling teams to access, collaborate across, and draw upon their organization¿s collective intelligence.
Bloomfire is the leader in knowledge engagement, delivering an experience that connects teams and individuals with the information they need to excel at their jobs. Our cloud-based knowledge engagement platform gives people one centralized, searchable place to engage with shared knowledge and grow their organization¿s collective intelligence. For more information or to schedule a demo, visit www.bloomfire.com. Learn more about Bloomfire

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Quip combines documents, spreadsheets, and chat in one organized experience.
Centralize and organize your team's work, so you can create and communicate in the same place. Create and share documents, manage projects, and stay connected every step of the way. Quip combines documents, spreadsheets, tasks, and chat in one seamless experience. Used by thousands of the most innovative companies in the world including Facebook, NewRelic, Quora, and Pinterest. Available on web, Mac, Windows, Android, and iOS. Get started with Quip for free. Learn more about Quip

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Help Scout's email management software has the features you need to keep things simple, move fast, and focus on delighting customers.
Answer 52% more emails with ease with Help Scout. Help Scout pulls in emails from your existing shared email account, giving you access to additional features that make your team more collaborative and productive. View all of the replies your team has sent, and see when someone is actively replying. Access detailed reports, build a library of saved replies, and take advantage of workflows to automate repetitive tasks. You'll have happier customers and fewer email requests — everyone wins. Learn more about Help Scout

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Help Desk Support Software and Asset Management Tool includes, Knowledgebase, SLA Management, Ticket Tracking, Inventory Management.
ManageEngine ServiceDesk Plus is a Help Desk and Asset Management Software. It offers an Integrated Package with Incident Management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management , Self-Service Portal, and Knowledge Base at an Affordable Price Point. ServiceDesk Plus provides all that you need to have a Full-Fledged IT Help Desk and a Productive Help Desk Staff. ManageEngine ServiceDesk Plus is available in both On-Premise and On-Demand. Learn more about ManageEngine ServiceDesk Plus

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
HelpCrunch's Knowledge base software is a top-rated solution for knowledge management and 24/7 self-service customer support.
HelpCrunch's Knowledge base software is a top-rated solution for knowledge management and self-service customer support. Other Features: - Live Chat - Auto Messages - Email Marketing - Help Desk - Popups - Mobile apps - Chat Bot (coming soon) Try HelpCrunch for free for 14 days. Learn more about HelpCrunch

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Decision tree driven interactive guides that plug into most KB & CRM systems. Follow business processes in an interactive manner.
Business processes are hard to follow as KB articles. Flowchart view of a business process often lacks details necessary at each step. Using Yonyx, your subject matter experts can create decision tree driven interactive guides that users can traverse interactively - be it for troubleshooting, customer service, telemarketing or for customer self service. Yonyx integrates with most KBs and CRM platforms. Yonyx also provides analytics as users traverse along various paths through such guides. Learn more about Yonyx

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Cloud-based, scalable customer service optimization software available on a unified platform for demanding B2B service teams.
Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding B2B service teams. By combining the comprehensive power of enterprise-level software with the flexibility of a modern cloud-based solution, Vivantio provides an intuitive, flexible and scalable unified service management platform that empowers businesses to achieve unparalleled service excellence. Learn more about Vivantio

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Genesys Cloud CX transforms your customer experience by creating meaningful outcomes with minimal effort - on any channel, with an all-
Genesys Cloud CX™ is a cloud contact center solution that is trusted by thousands of enterprises of all sizes and recognized as an industry leader across the globe. It connects insights across teams, tools and interactions so you have the data to solve customer problems easily in any channel - making customers feel understood and agents feel empowered. Learn more about Genesys Cloud CX

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
livepro is purpose-built contact center Knowledge Management. Delivering quick and easy answers to agents, not long documents.
livepro is the premium knowledge management solution trusted globally by contact centers. Designed with agents in mind, livepro delivers quick and easy answers – not long confusing documents. Feature-rich yet easy to use, livepro is the single source of truth that seamlessly integrates into your existing contact center toolkit. Reduce onboarding, AHT and improve compliance and customer satisfaction with the only knowledge management system that has COPC Inc. approved technology provider status. Learn more about livepro

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Sales and marketing solution that combines CRM, marketing automation, customer journey mapping, analytics, project management, & more.
GreenRope Complete CRM and marketing automation delivers a comprehensive solution to help your entire team drive real results. With sales, marketing, customer service, and operations all built-in to the same system, you become a lean, data-driven organization with a complete 360-degree view of the customer lifecycle. Increase collaboration, drive sales, build better relationships, and create optimized omnichannel customer experiences. Learn more about GreenRope

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Single source of truth for your contacts with live chat, help desk, knowledge base, email marketing automation, and more.
Gist is a suite of tools businesses use to market, sell and communicate with their customers. We're on a mission to help marketing, sales and support teams create great customer experiences in every interaction across the customer lifecycle, at scale. Today, over 20,000 businesses are using Gist and we're just getting started. Join us on this journey and help us transform the way people run businesses. Learn more about Gist

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software
Canada Local product
SkyPrep specializes in automating and transitioning any aspect of your employee training to an online platform, simply, and painlessly.
SkyPrep specializes in automating and transitioning any aspect of your employee training to an online platform, simply, and painlessly. In addition to our simple interface, we run on a modern design that is fully customizable, allowing for a very personal and dynamic online training environment. Of course, we deliver a host of features on top of an intuitive and sleek design. This includes the ability to upload any file type, build assessments, and run powerful reporting. Learn more about SkyPrep

Features

  • Cataloging/Categorization
  • Collaboration Tools
  • Knowledge Base Management
  • Self Service Portal
  • Full Text Search
  • Content Management System (CMS) Software

Knowledge Management Software Buyers Guide

Introduction

Knowledge management software serves as a centralized database or a repository for storing documents, audio and video files, and other important information. Essentially, the main underlying purpose of a knowledge management system for Canadian organizations is to organize business information to be shared internally and externally, meaning employees and customers can both access it. Controls are also included, ensuring certain information can be shared with employees only, while other information can be shared with customers only or with both groups.

Structure and organization are at the very core of knowledge management solutions, and in almost all cases, the repository is fully searchable, making it quick and easy for users to find exactly what they are looking for. Ultimately, a knowledge management (KM) system is designed to help Canadian businesses make more effective use of the abundance of information that is available to them and to reduce unnecessary friction as much as possible.

Examples of the types of information that may be organized and stored within KM tools are spreadsheets, presentations, database files, audio files, video files, PDFs, e-books, text files, and more. These items can be categorized and catalogued through the use of tags, making them easier to find and easier to group together with similar file types or with files of all types that cover similar topics. In many cases, information from these files can also be shared in real-time with other users, aiding collaboration efforts.

Having access to an information and knowledge base of this kind can be beneficial for speeding up internal processes, or providing important updates to customers and stakeholders. The nature of the software means it is often categorized alongside tools like content management systems and document management software. However, it is worth noting that these solutions also perform similar functions to knowledge base software and help desk software too.

In terms of the core features included, most knowledge management process systems of this kind will provide a broadly similar range of tools and options, although the quality and functionality can vary quite substantially. Nevertheless, in general, users of these software solutions will be able to:

  • Create, store, and manage documents in a central repository to speed up knowledge retrieval
  • Make use of a built-in search function in order to quickly and easily find the information and files needed
  • Control permissions and manage precisely who has access to the different files, folders, and information
  • Access a variety of supporting tools, assisting with communication, collaboration, and editing

What is knowledge management software?

Knowledge management software functions as a centralized repository of information, which is fully searchable, making knowledge retrieval more efficient for businesses. It is designed to assist companies and their employees with the organization, management and preservation of business information, with a view to making it more accessible. Information and knowledge management can also be configured, with access controls allowing different types of information to be shared internally, externally, or both, depending on the needs of the business and its customers.

Although precise features vary, most solutions will provide support for a range of file formats, including text documents, audio files, video files, and spreadsheets. As a result, many software solutions in this category can serve as a single location to access important information, regardless of the way in which it is stored. While many solutions are comprehensive in nature, some do have a more specific focus. A good example of this would be customer support knowledge base software, which centres around knowledge, information, and data directly related to technical support and customer service issues.

Regardless of the focus, however, a key part of knowledge management systems is the organization of information so that it can be found more easily. The various data, files, and other information contained within such a system can also be catalogued through a combination of assigning file categories and using tags.

What are the benefits of knowledge management software?

The benefits of knowledge management software are predominantly focused on ideas of organizing and preserving important information so that it can be accessed or referred back to in the future. In this sense, knowledge management is about ensuring that insights gathered through a combination of experience and time are not lost while also making sure information can be found quickly and easily when it is needed. With that being said, some of the more specific, tangible benefits associated with knowledge management software tools include their ability to:

  • Make information more accessible: knowledge management systems can be used to organize and categorize a variety of different files and other methods of storing information, with a view to making it quicker and easier to access. Cataloguing functions allow for tags to be added to files so that associations between different files can be made, while software solutions tend to include built-in search capabilities, along with menus that can be navigated by users so that they can find what they are looking for. In organizations that have to store vast quantities of data and other information, a knowledge management system may be the fastest way to find an individual file.
  • Solve customer issues quickly: another important use for knowledge management software tools is linked to customer needs rather than internal needs. Businesses often receive questions, queries and other communication from customers, and these can be quite complex to respond to. For instance, instructions may need to be provided or technical information conveyed, and it is often best if these issues are resolved using standardized instructions. Therefore, employees can make use of the knowledge management tools to find answers to common questions and to resolve issues. Additionally, many solutions provide self-service features, allowing customers to actually access the information themselves rather than having to turn to the customer service department.
  • Improve employee knowledge retention: in many organizations, knowledge management applications are used to reinforce information that is initially presented in training and coaching sessions, meaning the software has the potential to improve knowledge retention and boost competency levels. Using the self-service features provided in many solutions of this kind, employees can quickly and easily refer back to information they have learned without needing to ask managers or other senior employees for assistance. Some of the knock-on effects of this include faster resolutions to basic work-related issues, less disruption in the workplace, and increased productivity.
  • Aid continuous improvement: businesses aim to achieve continuous improvement, but this is not always possible, for a variety of reasons. Over time, information can become lost or forgotten, while the constant acquisition of new data, new knowledge and new strategies can eventually overwhelm companies too. Knowledge management can assist within this by organizing and preserving information, making it easier to share knowledge and allowing information to be updated continually so that it never becomes outdated. All of this can help to provide a competitive advantage and can help to eliminate the kind of inefficiencies that often obstruct further progress.

What are the features of knowledge management software?

The features of knowledge management tools centre around the idea of sorting information into a centralized database so that it can be easily found and accessed. While precise features do vary based on the software solution in question, there are a number of core features, which are present in almost all applications and which are category-defining in nature. With this in mind, some of these core and common features are outlined below:

  • Knowledge base management: create, store and manage information from a variety of sources and bring this information together in a single, centralized database or repository. Being able to access as much information from one place as possible can make knowledge retrieval and knowledge acquisition extremely efficient. It can also enhance productivity on a wider scale because all employees know where to look for the files or data they need, reducing instances where there is confusion about the best approach to solving problems or finding information. With cloud-based management software, this can also ensure that information can be accessed using almost any internet-enabled device, which can be especially valuable for remote or field workers.
  • Cataloguing/categorization: assign categories, keywords, tags, and other identifiers to files contained within the knowledge management system, with the intention of making these files easier to locate through the use of the search function. Cataloguing forms a crucial part of knowledge management because it allows information to be grouped together in logical ways. This then makes it easier for employees and customers to understand how different files or pieces of data relate to one another. It also means that users can effortlessly access multiple files that centre around a single topic rather than having to find each of those individual files separately.
  • Full text search: find any information contained within the central database with ease. Almost any knowledge management system will include built-in search functionality, allowing users to quickly and easily search for the information they are looking for and browse the closest matches. However, a full-text search goes further, empowering users to not only search for the files they need but to actually search for specific text contained within files too. This means that all references to a particular topic can be found swiftly and then sorted through. This is especially important in instances where the information that is needed is not necessarily the main topic covered by a document and so is not included in the document's title, file name, or tags.
  • Self-service portal: provide users with access to the information contained within the knowledge management system on a self-service basis, so people can help themselves to the files or data they need. This includes access to the main repository, as well as any additional areas such as discussion forums, communication tools, and file-sharing tools. The best knowledge base platform will also provide administrators with options to extend this self-service offering to external users—such as customers—too. In doing so, many of the most simple problems customers encounter can be resolved on their own, without the need for intervention from customer service or support staff. This then frees those employees up to focus on more complex problems while reducing response times.
  • Text editing: make changes to text-based files and add text-based information to the central database using a built-in text editor. While most solutions will only offer fairly basic text editing functionality when compared to a dedicated word processor, it does provide users with the ability to continually amend files and ensure that the information contained within them is as up-to-date as possible. The ability to edit text from within the same application used for other knowledge management tasks can also offer greater convenience and can save time.
  • Discussions/forums: engage in discussions using an online forum, with different threads covering different topics. The conversational style of forum discussions can help to improve knowledge within an organization because questions can be asked, explanations can be given, and those explanations can be further expanded upon if necessary. The nature of forums also means that multiple people can contribute their knowledge and add to the overall quality of the conversation, while issues can also be discussed in a more informal way, with ideas being shared and with the possibility of lengthy debates on some of the more complex topics.
  • Access controls/permissions: manage who has access to the information contained within the system so that it can be protected from prying eyes, malicious actors, or external users. Going further, the access controls and permissions feature allows for different levels of permission to be established and means that different files or pieces of information can be assigned different access requirements. As a result, it becomes possible to limit access to some of the information in the database to employees only, to senior managers only, or even to specific individuals. Moreover, some information can be made publicly accessible or accessible to existing customers who have a valid account, depending on the needs of the business. Generally, administrators will be able to make adjustments to controls and permissions over time, meaning employees who receive promotions can have their access extended, while customers may have access levels changed based on tiered membership.

Using Capterra's software directory, the process of finding the most suitable solution becomes much easier. Users can sort the available software packages based on the features they contain, providing a better starting point for the entire search process. When businesses are only presented with options that include the specific features they need, it narrows down the choices and allows more time to be spent researching the most suitable options.

What should be considered when purchasing knowledge management software?

When purchasing a knowledge management system, there are a number of things that need to be considered first. After all, businesses need to know they are investing in the right solution for their specific needs, and this means the final decision is not necessarily a simple matter of finding the best overall package. Instead, the different options need to be explored contextually, with an understanding of business needs and strategies. A good way to approach this is to ask the following questions and come up with the answers to them:

  • What is the purpose of a knowledge management system? First, it is important to be clear about the actual business needs related to knowledge management, as this will help to inform which is the best KM software solution to opt for. While knowledge management can be broadly understood as the various methods for creating, managing, sharing, and utilizing business knowledge, the reality is that this will mean different things for different organizations. Think about what the software is needed for, who will use it, how it will be used, who will have access, and how that access is going to be controlled for different groups. Once this is fully understood, it becomes easier to identify the solution that best fits those requirements, and that is preferable to exploring options more generally, without giving appropriate weight to the practical applications of the software.
  • How much does a knowledge management solution cost? Next, businesses need to give careful consideration to the costs associated with the different solutions on the market and then factor in their available budget before making a decision. One trap that companies fall into is to only think about the initial costs, such as setup costs and costs associated with data storage. However, there are potential longer-term costs to consider, too, including subscription fees for cloud-based packages, costs linked to training staff up to full competency, and costs associated with software updates, new versions, and accessing support. A good way to think of this is to consider the total cost of ownership and usage for each available KM software solution before making a purchase.
  • What is the best deployment option for KM software? Businesses have two different options for actually deploying KM software, and this is now one of the single most significant decisions that will need to be made. On-premises deployment is the option that most businesses are familiar with. It involves acquiring software, installing it on company systems, and then managing data storage. Updates need to be acquired and installed, and upfront costs are high, but there is a greater sense of control, and there are no long-term subscription fees. The alternative to this is cloud-based deployment. This involves acquiring software from a third party via a Software as a Service (SaaS) model, with the third party taking responsibility for delivering the software via cloud technology, storing relevant data in the cloud, and keeping it safe and secure. A major benefit of cloud-based deployment is the ability to access the software from anywhere in the world, using a wide variety of internet-connected devices, including computers, smartphones, tablets, and more. Upfront costs are low, and support is readily available from the service provider, but there are long-term subscription fees, and the quality of service providers and their offerings can vary.
  • How can knowledge management data be kept secure? Finally, a major consideration when dealing with any KM software solution is data security. Businesses need to think carefully about how the vast amounts of information connected to these systems will be stored, where it will be stored, how it will be protected, and what processes can be put in place to mitigate risk and resolve any issues that may arise. This can be an especially important consideration for companies that opt for cloud-based storage and deployment. In fact, research from Gartner indicates that cloud security is now the single fastest-growing area for cyber security investment, and this is partly motivated by the increased use of smartphones, tablets and other devices to access company systems. However, it is also an important consideration for those opting for on-premises deployment and storage because those companies have sole and direct responsibility for keeping information safe and secure from threats.

The most relevant knowledge management or knowledge base software trends are also worth thinking about, and it can be useful to have an understanding of emerging trends that may come into play in the years ahead. Businesses investing in software need to know that the solutions they are buying have been created with long-term usage in mind, and this requires the developers to understand the most up-to-date techniques, strategies, and demands. With regards to knowledge management, some of the key software trends are:

  • Demand for mobile access: A study carried out by Gartner indicates that a large number of workers now use mobile phones for work-related activities and in more than half of all cases of workers using smartphones, they utilize their own personal device. Yet, the report also concludes that mobile adoption in the workplace has not yet reached full maturity, meaning usage could continue to grow in the years ahead, especially if corporate-issued mobile devices take off. Regardless, this means that there is a growing demand for mobile accessibility within core software applications, and this has only snowballed as remote work has increased in popularity. Some KM software packages on the market do offer dedicated mobile apps, but the best way to use KM tools on mobile devices tends to be through the use of cloud-based options which can be accessed via a mobile web browser. This can be especially important when it comes to compatibility and overcoming the Android/iOS mobile divide.
  • Popularity of conversational user interfaces: With the rise of voice-activated assistants like Alexa, Siri and Google Assistant, and the increased popularity of speech recognition software, there is growing interest in conversational user interfaces within software packages, and these could be especially useful in knowledge management applications. Voice search, for example, would allow users to quickly and easily find the information they are looking for, even if they are carrying out other tasks at the same time. Meanwhile, if the voice technology could also read out text from documents, it would allow an entirely hands-free approach to finding information stored within the central repository. There are some potential limitations to conversational interfaces, such as difficulty understanding certain regional accents and concerns about data breaches - two-thirds of Canadians are uncomfortable sharing their personal health data with chatbots - but a major advantage is that these interfaces allow software to be used by people with disabilities and health conditions that may make the use of computers and conventional software difficult. Therefore, businesses may wish to explore opportunities in this area before making a final decision.
  • Increased use of artificial intelligence: The final trend that business leaders and their IT departments need to be aware of when exploring knowledge management solutions is the continued improvement of artificial intelligence (AI) capabilities over recent times. More importantly, it is worth pondering its potential uses within software packages of this kind too. As an example, AI could be used to automatically identify the number of times certain words appear in a document, and the document can then be automatically tagged according to what it is likely to be about or the topics contained within. This can then introduce automation into the area of cataloguing and categorization, saving significant time. It also means that AI can play a role in helping users to find information more easily. For these reasons, buyers may wish to consider the availability of AI within different software options and contemplate the potential scope available to capitalize on its presence within those packages.

Sources:

The features highlighted were identified based on their relevance and the percentage of products in Capterra's directory that offer them. The following sources were used for this document:

  1. Gartner Forecasts Worldwide Security and Risk Management Spending to Exceed $150 Billion in 2021 - Gartner.com (Date accessed: Wednesday, November 3, 2021)
  2. New technologies for telehealth in Canada: 61% of Canadians want to implement AI - Capterra Canada (Date accessed: Tuesday, December 14, 2021)