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Best Free Knowledge Base Software for Customer Support

The best knowledge base software is the backbone of any good customer service operation. A knowledge base most commonly functions as a library of information to answer customer questions. However, with a robust software in place, a knowledge base can be much more than this. 

Most commonly, a knowledge base is customer-facing and functions like a FAQ page. Often referred to as ‘self-serve’ support, the website visitor can find the answer to their question by themselves, without having to contact an agent. This benefits the customer who often doesn’t want to speak to anyone to resolve their issue and would rather find the answer by themselves. But it also benefits the customer service team as they don’t have to use their valuable time taking customers through long step by step instructions. 

On the other hand, an internal knowledge base provides answers to your agents so they can give faster and more accurate support to the customer. It also reduces training time and takes a weight off your supervisors by connecting less experienced agents to the right answer in just a few clicks. 

To help you find the best free knowledge management software for you, we have put together a list of four top providers that stand out for different reasons. But before we get started, here is a list of the top criteria to consider when looking for the best knowledge base software. 

Good knowledge base software should be

1. Easy to build – a good knowledge base should have a lot of articles, but the last thing you want to be spending your time on is creating them. Look for a knowledge base that offers built-in templates so you can quickly create new content, plus have full control of CSS to style your pages. 

2. Multimedia-friendly – not every customer or agent wants to read a block of text. Your knowledge base software should build articles that use text, screenshots, videos, and step-by-step guides to solve issues quickly.  

3. Accessible – customers and agents should be able to access your knowledge base quickly an easily. Look for a free knowledge base that integrates with customer service offerings, such as live chat. Agents should also have access to shortcuts in your customer communication platform to pull articles up faster. 

4. Manageable – articles should also be easy to manage and filter by tag. You should also be able to assign user permissions and set to public or private status. 

5. Scalable – it should grow with your team without forcing you into expensive upgrades as you gain users and articles. 

Here’s our top 4 best free knowledge base software, presented in alphabetical order. 

Comm100

Comm100’s free knowledge base software offers an unlimited number of users and articles for both its internal and customer-facing knowledge bases. Articles can be written using text, screenshots, videos, and guides, and the WYSIWYG editor makes it easy to publish content that is attractive and consistent. For more in-depth needs, custom CSS ensures that knowledge base articles fully match your branding. With multi-lingual article creation and full-text search capacity, Comm100’s free knowledge base also makes information accessible to everyone. 

Because Comm100’s knowledge base software is part of its free omnichannel platform, the knowledge base integrates seamlessly with Comm100 Free Live Chat. This means that customers can search for knowledge base articles within the chat window before starting a conversation with an agent so they can self-serve 24/7. The knowledge base is also integrated into the agent console so agents can search for KB articles alongside the chat window without having to switch screens or leave the conversation. 

Configurable permissions give supervisors the ability to designate who gets to edit and create new articles which helps to keep information up-to-date and accurate. 

Overall, it’s great for new teams who are just starting out, as well as for larger teams who are looking to have a more robust, integrated knowledge base software. 

For a full breakdown of features, click here

Freshdesk

Freshdesk offers both internal and customer-facing knowledge bases for free that work with an unlimited amount of users. Freshdesk boasts SEO capabilities, making it easy for your knowledge base articles to gain visibility. They also offer community forums so that your customers can help each other troubleshoot issues, although these are not available at Freshdesk’s “Free” tier. Freshdesk also has an email to knowledge base feature where agent ticket replies and email responses can be converted into knowledge base articles. 

The solution is good for small companies with basic knowledge base needs, although they should be wary of being locked into an expanding different price-point as their needs increase. For example, Freshdesk’s knowledge base software offers advanced article filtering at the $15/month “Blossom” tier. Templates and multi-lingual support are also available at the $49/month “Estate” tier. They also have an approval workflow feature, which is available at the $99/month “Forest” level. If you are a mid-level to enterprise company and don’t mind paying for premium features, then Freshdesk may be work well for you.  

Like Comm100, Freshdesk has omnichannel capacities, meaning that its knowledge base can integrate with other channels. However, it does not have a free version of omnichannel, so you will need to pay for this to integrate the platform altogether. To unlock these omnichannel capabilities in Freshdesk’s knowledge base software, companies can expect to pay between $79 and $169 /agent/month. 

For a full breakdown of features, click here

Guru

Guru is an internal knowledge base software with a full CMS that helps teams collaborate remotely by sharing information across multiple platforms. It offers a free version of its knowledge base software for teams with up to three core users. 

It operates with the idea that busy teams have lots of places where they save information – be it Google Docs, Slack, Microsoft Teams, on the desktop, and an array of apps – and helps those teams consolidate that information in one single, accessible place. Information is organized into “collections” and “boards,” and can be easily viewed either from the Guru browser extension, in Slack, or in Microsoft Teams.  

Guru’s built-in knowledge verification workflow automatically notifies you when it’s time to review and revise your content, making it easy to keep your knowledge base up-to-date. It can intelligently suggest team members to point to the person in your team who is most likely to be able to help your organization edit and vet content. While its primary focus is internal knowledge sharing, cards can be exported for external sharing using the Developer Network’s open API too. 

If you’re a startup or a small remote team looking for an alternative knowledge base software with a low price-point, it’s worth checking out Guru. While its free version offers three core users, after that, its prices range from $5 to $24/agent/month. 

For a full breakdown of features, click here

Zoho Desk 

Zoho Desk is a ticket management and knowledge base software. Like Freshdesk, with Zoho Desk, you can create moderated forums and communities where customers troubleshoot their issues with one another. Another interesting feature is that when customers require a more elaborate solution they can submit their tickets from the Help Center, and keep an eye on the ticket status from the same interface. Zoho Desk offers omnichannel capabilities but these features are not available in the “Free” tier. 

Zoho Desk offers article versioning, which helps teams keep track of and manage multiple revisions applied to knowledge base articles. You can use this feature to compare to older versions of articles, and update any article properties like Title, SEO information, and more. 

Zoho Desk’s free plan allows for three agents and does not have a public-facing knowledge base. After that, it costs between $14 and $50/agent/month.  

For a full breakdown of features, click here.  

Wrap-Up 

The best free knowledge base for your company will depend on how many team members you have, whether you are looking for an internal or external knowledge base (or both), and what features are important to you. 

Consider what each company offers on its free tier, but also be aware of subsequent price points. The knowledge base you choose should be able to accommodate your company’s growth without a sudden, steep price increase. With the right CMS abilities, price point, integrations, and omnichannel capacity, you can successfully deliver knowledge to your customers and agents for years to come.  

Free Knowledge Base Software with Unlimited Users & Chats

Free Knowledge Base Software with Unlimited Users & Chats

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About Kate Rogerson

Kate is the Content Marketing Specialist at Comm100. She has extensive experience in content creation for technology companies across the world, including the UK, Australia and Canada. She specializes in B2B messaging, branding and soccer trivia.