Customer support is perhaps one of the hectic jobs that can be given to a person. There is no way of expecting what sort of people can show up at the other end, what type of information they may need, and what type of communication barrier they may face when interacting with the support agent.
One of the best ways to minimize the number of one-on-one support interactions and tickets is to use knowledge-sharing tools. These are also known as knowledge base tools.
You can use these tools to create a customer-facing knowledge base, where you can then publish helpful information in the form of guides, how-to posts, and FAQs.
In this post, we’re going to guide you on some of the best knowledge-sharing tools that you can use for this purpose.
What is an Internal and External Knowledge Base?
Internal and external knowledge bases are two terms that you’ll come across quite a bit once you decide to use these tools for customer support. Let’s explain them both so that there is no confusion.
- Internal knowledge base: An internal knowledge base is one that is shared among a particular group of people, such as an organization or a small team of workers.
- External knowledge base: This type of knowledge base is available to the public. Its access is not restricted to a certain group of people.
When we refer to using knowledge bases for customer support, we mean external knowledge bases. They are also known as public knowledge bases and customer-facing knowledge bases.
The reason we wanted to clear this up is that many knowledge-sharing tools that we’re going to mention below may brand themselves as an “external” knowledge base software. If you’re not aware of what that means, you could get a bit confused. Hence, the explanation.
Top Tools to Use for Creating/Maintaining Knowledge Bases in 2025
Now that we’re done with the basics, let’s move on to the tools that you can use for creating and maintaining knowledge bases in 2025.
1. Helpjuice
The first tool on our list is Helpjuice. Helpjuice is a popular knowledge base platform, known for its excellent features and AI-enabled functions.
With Helpjuice, you can build both internal knowledge bases (for organizational use) and external knowledge bases (for customer support).
What makes Helpjuice excellent for customer support teams?
Here is a list of the various features that make Helpjuice a great tool to use for customer support teams:
- Helpjuice allows you to create articles and guides on the platform itself using the native editor. This can help customer support teams save time. They don’t have to write their articles on Docs or MS Word.
- It allows users to collaborate on a single article. This can help the support team create valuable articles quickly, while ensuring that it gets input from everyone necessary.
- With Helpjuice, you can collect feedback on each of the articles. The customers can leave their thoughts on the articles, allowing you to find and improve the aspects they lack.
- Helpjuice also provides performance analytics and engagement metrics that you can use to track the effectiveness of the articles on your knowledge base.
- On top of all this, Helpjuice also provides AI-enabled content creation features. Although the editor makes it easy to create articles on its own, the process becomes even more of a breeze once you start using the AI assistant.
Pros and Cons of Helpjuice
Here is a table highlighting the pros and cons of using Helpjuice.
Pros | Cons |
| AI-enabled content generation to help save time and effort | Costly paid plans |
| Access control to manage documents and articles before making them public | Reported issues with image uploading and searching during article creation (source) |
| Feedback features allow you to garner your customers’ thoughts on the articles | |
| Simple and easy-to-use interface | |
| Scalable; paid plans can be adjusted as per your needs and requirements | |
| Integrates smoothly with other online platforms like Slack, Zapier, and Zendesk |
2. HubSpot
Moving on, we have HubSpot.
When compared to Helpjuice, HubSpot is considerably more diverse and versatile. While Helpjuice is primarily a knowledge base platform, HubSpot is a full CRM and omnichannel marketing tool.
You can use it to create customer-facing help centers and knowledge bases, but that is just one of the features it provides. The benefit of using HubSpot for this purpose is that you can enjoy seamless integration with the other services that it provides, including its CRM and content marketing utilities.
Here are some reasons why HubSpot’s knowledge base system is great for customer support.
- HubSpot knowledge bases can be easily searched using the provided search function. Customers can easily find the answers to their problems by searching articles based on topic.
- This platform also provides AI-boosted article suggestions. This feature suggests which articles you should cover next in your knowledge base to cater to the needs of your customers according to their reading patterns.
- As is the case with Helpjuice, HubSpot provides a rich text editor that you can use to create your articles easily on the platform.
- HubSpot also provides a Breeze Co-Pilot AI assistant that can help in the process of creating articles.
- It also offers analytics for engagement metrics like clicks, views, searches, and feedback.
There are a lot of other features offered as well, but these are some of the main ones.
Moving on, let’s take a look at some pros and cons of using HubSpot for creating knowledge baes for customer support:
Pros | Cons |
| Easy integration with other solutions on HubSpot, i.e., the CRM | HubSpot’s knowledge base system is only provided as part of the package for the more expensive paid plans; it cannot be used on its own |
| Easy-to-use interface with a very intuitive editor | |
| HubSpot comes with a smart search feature that allows users to easily find the articles published on the knowledge base | |
| The articles on your HubSpot knowledge base can be SEO-optimized to rank directly on the search engines | |
| HubSpot’s knowledge bases are customizable. You can customize the fonts and colors according to your brand. |
3. Bookstack
Let’s take a look at the next tool on our list: Bookstack.
Here is the thing about Bookstack. It’s not your usual, clean, sparkly, colorful knowledge base software. In other words, it’s not like HubSpot or Helpjuice. You can think of it as more technical, simpler, and more skill-demanding to run.
If HubSpot and Helpjuice are like macOS and Windows, Bookstack is like Linux. It can work great for everything you need it for, but at times, it can be a hassle. It requires technical know-how right from the get-go.
Bookstack is primarily made for internal knowledge bases, but it can work fine for a customer-facing help center if you adjust the access permissions. You can make the articles publicly accessible instead of keeping their access restricted.
Here is a list of the main reasons why Bookstack is a good KB software for customer support teams:
- It allows easy access control. You can set certain articles to be viewed only by your team, while others can be accessed by the public.
- It doesn’t require public users to sign up and log in before accessing the articles.
- Using Bookstack, you can organize the various articles in the knowledge base according to chapters and pages. You can create a clear hierarchy in the articles and present the information in an understandable progression.
- Bookstack also lets you edit the knowledge base’s HTML and CSS code. You can enter your own custom code snippets to fully edit the knowledge base. This can help you add functionality to the KB and also modify its appearance to fit your brand.
Moving on, let’s take a look at some of the pros and cons of using Bookstack:
Pros | Cons |
| Offers deep customization with direct modification to the HTML and CSS | The search functionality on Bookstack isn’t AI-assisted, which means that it won’t provide results if the queries don’t match 100% |
| Bookstack allows you to self-host the knowledge base with your domain for better control and security | Since Bookstack isn’t inherently made for customer support, it lacks features for feedback and analytics |
| The native organization features allow you to create simple taxonomies for the information in your knowledge base | |
| Bookstack is open-source and completely free to use |
4. Bloomfire
Moving on, we have Bloomfire.
Bloomfire is a lesser-known, more “minimalist” online tool that you can use for knowledge management. It doesn’t have as many diverse service offerings as HubSpot, nor are the features it provides for KB management as many as Helpjuice.
But, nevertheless, it is a decent tool that you can use, especially if you have some qualms with the pricing of the other tools.
Here are some of the features that make Bloomfire a great tool to use for customer support:
- Like the other tools, Bloomfire provides an AI-assisted search function that lets customers easily look for the information they need.
- Bloomfire provides an auto-transcription feature that transcribes audio and video content in the knowledge base into text form. This allows it to be searched and read easily, providing more value to the customers.
- This platform provides an impressive set of moderation tools. Using these tools, you can build “approval flows” for creating and publishing content, making sure that only the perfected and finalized versions are put out. The moderation tools also allow users to flag documents for review, edit them, unpublish them, and so forth.
- Like Helpjuice and HubSpot, Bloomfire offers an analytics suite where you can find engagement metrics for the published content. You can use this information to see how effective (or otherwise) the articles are. If you see a particular article not performing well, you can flag it, edit it, and republish it.
While Bloomfire is not very diverse with its features, it does cover the basic stuff pretty well. The functions that you need to create, moderate, and analyze the content are all there. They can suffice for basic customer support needs.
Here is a table showing the pros and cons of using Bloomfire for customer support.
Pros | Cons |
| AI-enabled search functionality that lets users easily find the article they need | Bloomfire’s paid plans can be a bit on the pricier side |
| Bloomfire lets you make both public and private knowledge bases, catering to your organizational needs as well as your customer service needs | There aren’t a lot of customization and branding options available on the lower-tier paid plans. You need to opt for the enterprise plans in order to enjoy those |
| Bloomfire has an easy-to-use interface, made with end users in mind | |
| It allows you to categorize and organize your articles using tags and series so that your readers can easily navigate through them | |
| Like Helpjuice, Bloomfire also provides analytic features that you can use to track the effectiveness of the articles in your knowledge base |
5. Archbee
Last but not least, we have Archbee. Archbee is like Bloomfire in terms of the number of provided services and its overall versatility. It’s sweet and minimalist. It offers a limited set of features that are enough for building and maintaining a decent knowledge base system. At the same time, they are not numerous enough or complex enough to overwhelm users.
You can use Archbee to create customer-facing knowledge bases for customer support.
Here are some of the main features that we think make it a great tool for this purpose:
- Archbee offers an AI writing assistant that you can use to quickly create content for your knowledge base.
- It also lets multiple users collaborate on a single article, allowing them to edit it in real time.
- With Archbee, you can create reusable pieces of content to save time during the content creation phase. You can make templates and reuse them again and again.
- Archbee provides analytics features that you can use to track the success and effectiveness of your articles.
- You can use Archbee to publish the articles on your domain for added security and control (this is a feature that it shares with Bookstack).
All in all, Archbee is a good tool with a decent number of features that you can use to create a knowledge base for your customers.
Here is a brief overview of the pros and cons of this platform:
Pros | Cons |
| Archbee provides a dev-oriented, markdown-based editor that allows you to add code blocks and perform technical formatting (say, by using HTML and CSS) | The search functionality on Archbee isn’t advanced and AI-assisted, as is the case with other tools like Helpjuice and HubSpot |
| You can use Archbee to publish articles on your own domain, for added security and control | Archbee can be a bit difficult to use for people who aren’t acquainted with technical editing and coding, etc. |
| This platform allows multiple members of the same team to collaborate on an article | |
| Archbee also lets you add the articles from your knowledge base |
Final Thoughts
And with that, our post comes to an end.
Knowledge-sharing tools perform an often-overlooked task in businesses. They let you build a knowledge base where information can be shared easily amongst the organization, or even with the public.
They are a great tool for customer service teams. With a knowledge base, you can minimize the number of support tickets your team has to deal with and improve the overall level of customer satisfaction.
All of the various tools that we’ve mentioned are great for this use. However, to give our personal recommendation, we think that Helpjuice and HubSpot are the best out of the lot. Although expensive, these platforms provide a host of valuable features and are very user-friendly. If you can afford them, they are all that you need for your knowledge management needs.