Are your agents giving different answers?
When information lives in scattered documents and chat threads, your team struggles to provide consistent, fast support. It’s a real challenge.
This leads to longer call times, frustrated customers, and agents who lack confidence in the answers they provide.
This problem gets worse with distributed teams. Sprinklr reports that the number of remote agents is expected to grow by 60% from 2022 to 2024. Keeping everyone aligned becomes nearly impossible.
A central knowledge base solves this by creating a single source of truth for your entire service team.
While discussing call center operations, you might also be interested in my guide on best outbound call center software to boost sales.
In this guide, I’ll help you find the best call center knowledge base software for your specific needs. I’ve reviewed the top options to unify your team.
You’ll discover tools that empower your agents to find accurate answers instantly, accelerating service and improving customer satisfaction.
Let’s get started.
Quick Summary:
| # | Software | Rating | Best For |
|---|---|---|---|
| 1 | ScreenSteps → | Mid-sized service teams | |
| 2 | Helpjuice → | Scaling SaaS & e-commerce | |
| 3 | LiveAgent → | Scaling SaaS & e-commerce | |
| 4 | Document360 → | Scaling SaaS & e-commerce | |
| 5 | Zendesk → | Scaling companies, enterprise |
1. ScreenSteps
Tired of tribal knowledge leading to chaos?
ScreenSteps helps you capture complex procedures into digital guides for confident employees. This means your team can find and follow information without constant assistance.
If your employees are always digging for answers or shoulder-tapping colleagues, it leads to inconsistent customer experiences and frustration. ScreenSteps helps empower every employee to act like an expert. The result? Less stress for everyone.
Here’s how.
ScreenSteps uses AI and rapid-authoring tools to get expert knowledge out of heads and into digital guides fast. This platform lets you design dynamic articles, decision trees, and interactive checklists that walk employees through complex or changing procedures.
Additionally, you can deliver knowledge right where employees work with their browser extension, APIs, and integrations. This ensures information is always at your team’s fingertips. Plus, features like change notifications keep everyone updated, while feedback loops and usage reports help you optimize knowledge for accuracy. The goal is consistent customer experiences.
This empowers your team to train, cross-train, and upskill employees faster.
Beyond improving service, optimizing business operations often involves detailed financial analysis. For more insights, my article on best financial analytics software is a valuable resource.
Key features:
- AI Knowledge Capture: Quickly get expertise into guides using AI and integrated capture tools, turning tribal knowledge into easily accessible digital resources.
- Interactive Guides: Create dynamic articles, decision trees, and interactive checklists to guide employees through complex and changing procedures effortlessly.
- Integrate with Any Web-App: Deliver crucial knowledge directly within your existing workflows using browser extensions, APIs, and seamless integrations.
ScreenSteps features, pricing, & alternatives →
Verdict: ScreenSteps is an excellent choice as the best call center knowledge base software for those looking to transform fragmented knowledge into a unified, actionable resource. Its focus on easy-to-follow guides and robust implementation support helps reduce training time and improve employee performance, as seen with companies like Desert Rivers Credit Union.
2. Helpjuice
Tired of endless repetitive support tickets?
Helpjuice offers an AI-powered knowledge base solution designed to unify and accelerate your service. This means you can transform fragmented information into a structured, accessible resource.
The truth is, your support team is likely overwhelmed with the same questions daily, causing customer response delays and hidden knowledge. Helpjuice helps you slash repetitive tickets with powerful self-service.
You’ll quickly see support become a growth engine.
Helpjuice helps you turn your scattered documents into fast answers, and new hires into experts, all with AI that actually works. You can streamline internal knowledge for easy access and empower customers 24/7.
This platform uses AI to understand context and intent, not just keywords, making search incredibly powerful. Additionally, its robust integrations bring instant knowledge where you need it, boosting employee activity and reducing training time by 58%. Plus, it’s SOC2, GDPR, and enterprise-ready, ensuring security and scalability for your growing company.
Empower your teams to deliver exceptional service.
Key features:
- AI-powered assistance: Automatically creates and updates articles, handling heavy lifting while you focus on strategic tasks to enhance team productivity.
- Search that forgives everything: Intelligent AI search understands context, even with typos, ensuring your teams and customers quickly find precise answers without frustration.
- Multi-language support: Easily translate and sync updates across 50+ languages with zero overhead, enabling global customer support and internal training.
Helpjuice features, pricing, & alternatives →
Verdict: Helpjuice is an ideal choice for the best call center knowledge base software for scaling SaaS and e-commerce companies. Its AI-powered capabilities, advanced search, and robust analytics, along with case studies showing a 75% reduction in support tickets and 40% more self-service, position it as a powerful solution to maximize agent productivity and accelerate customer resolution.
3. LiveAgent
Are fragmented resources slowing your support team down? LiveAgent offers an omnichannel customer service platform, addressing the pain point of scattered information. This means you can centralize communication and empower your agents.
LiveAgent provides a powerful ticketing system that gathers all your communication from every channel. You can save up to 95% of your time, money, and resources. This brings all customer interactions into one organized place.
It’s time to unify your customer service.
LiveAgent’s solution introduces a built-in knowledge base, a crucial component for self-service options. This means your customers can find answers instantly, reducing incoming ticket volumes and freeing up your agents. I’ve seen this lead to significantly accelerated customer resolution.
Plus, you can write knowledge base articles, guides, and how-tos directly from your dashboard, making content creation incredibly efficient. This saves your time with a knowledge base, providing advice customers can visit anytime. Additionally, LiveAgent includes an AI Chatbot, lightening agents’ workloads by guiding customers and filtering simple inquiries. This multi-channel toolset with 130+ ticketing features and 200+ integrations ensures seamless workflows.
The result is increased agent productivity.
While discussing comprehensive solutions, you might also be interested in my guide on best Azure management tools to streamline your cloud operations.
Key features:
- Omnichannel help desk: Consolidates customer communication from various channels, including social media, chat, and email, into a single platform for streamlined agent workflow.
- Built-in knowledge base: Allows you to create and manage self-service articles, guides, and how-tos directly from the dashboard, empowering customers to find answers independently.
- Advanced ticketing system: Organizes all customer interactions in one place, enabling efficient issue resolution and significantly reducing the time, money, and resources spent on support.
LiveAgent features, pricing, & alternatives →
Verdict: LiveAgent is an excellent choice for scaling SaaS or e-commerce companies seeking the best call center knowledge base software. Its omnichannel approach, built-in knowledge base, and robust ticketing system help increase resolution rates by up to 56%, centralizing communications, and offering self-service options that cater to up to 90% of customer traffic.
4. Document360
Tired of fragmented customer support resources?
Document360 offers a unified platform to create, manage, and publish knowledge bases for your customers and internal teams. This means you can centralize all your support information.
It tackles the pain of inconsistent information, empowering your customers with accurate self-help content and equipping your support team for faster resolutions. This ensures your support agents have immediate access to answers.
Here’s how to simplify your service.
Document360 is built to reduce support tickets by empowering users with on-demand, accurate self-help. It also provides your support team with a comprehensive knowledge base to resolve complex issues quickly. You can streamline the creation and management of technical documents.
Additionally, features like the Support Ticket Deflector and Interactive Decision Tree help proactively address common queries. The platform integrates with your existing apps, provides robust analytics to optimize content, and offers AI-powered capabilities like “Ask Eddy” for instant answers. Plus, custom workflow builders and glossary management ensure your content is always precise and easy to navigate for both customers and employees.
The result is increased agent productivity and reduced ticket volumes.
While discussing optimizing service delivery, you might also be interested in my guide on best SaaS billing software.
Key features:
- Centralized Portal & Site: Manage content for editors and deliver dedicated knowledge bases for external customers and internal employees, ensuring everyone finds what they need.
- AI-Powered Capabilities: Utilize “Ask Eddy” for instant, ChatGPT-style answers and automate content creation for glossaries, summaries, and meta descriptions, improving efficiency.
- Analytics & Integrations: Gain insights into content performance with detailed analytics and seamlessly connect with your existing CRM and helpdesk tools for unified operations.
Verdict: Document360 stands out as the best call center knowledge base software for its comprehensive features that directly address pain points like fragmented resources and slow resolutions. Its unified platform and AI capabilities empower both customers and agents, making it a powerful solution for scaling SaaS and e-commerce companies seeking to optimize their service delivery.
5. Zendesk
Are your fragmented customer resources slowing you down?
Zendesk provides an AI-powered solution to unify and accelerate your service across any channel. This means your agents can resolve customer and employee conversations efficiently.
You can streamline your workflows, automate common requests, and keep every employee productive, leading to faster resolutions and improved customer satisfaction.
Here’s how Zendesk helps.
Zendesk offers a complete AI-powered customer service solution, empowering you to deliver exceptional customer and employee experiences. You can bring together customer conversations from all channels, giving your agents the context they need for true resolutions.
This includes advanced call routing, intelligent IVR, and AI-powered automation within Zendesk Voice, ensuring every call is resolved faster and better. Additionally, features like Copilot assist human agents, while the Help Center and messaging capabilities work to deflect up to 15% of agent contacts, ensuring seamless service and reduced effort per ticket.
Maximize agent productivity now.
While we’re discussing advanced software solutions, you might also find my guide on healthcare analytics software insightful for a different industry.
Key features:
- AI agents and Copilot: Resolve customer and employee conversations across any channel, with AI handling instant solutions and Copilot assisting human agents.
- Omnichannel resolutions: Unify customer conversations from all channels including messaging, live chat, and voice, giving your agents comprehensive context.
- Workforce management: Deliver AI-powered service for employees, automate workflows, and ensure team productivity and data privacy protection.
Zendesk features, pricing, & alternatives →
Verdict: Zendesk offers a robust, AI-powered platform for contact center managers seeking the best call center knowledge base software. Its emphasis on unified channels, AI agents, and workflow automation delivers a reported 286% ROI over three years, making it ideal for scaling companies focused on agent productivity and customer resolution.
6. Knowmax
Fragmented knowledge slowing your customer service team down?
Knowmax, an AI-guided knowledge management platform, empowers your CX teams with contextual and actionable knowledge. This means you can finally unify your disparate knowledge sources.
It creates a single source of truth, ditching siloed information that often harms more than it helps, ensuring relevant knowledge is always accessible. The result is mistake-proof service.
Here’s how.
Knowmax allows you to turn complex SOPs into interactive workflows using no-code Cognitive Decision Trees. You can also integrate these trees directly with your CRM for faster, personalized resolutions at scale.
Additionally, you can minimize reliance on static PDF manuals by creating clear visual how-to guides for any scenario, reducing repetitive explanations. Plus, you can enhance self-service by sharing these picture guides in video format with your customers. The platform also offers a Chrome extension to handle concurrent chats effortlessly, tracking customer details across multiple conversation windows.
This provides comprehensive tools to boost agent knowledge and empower self-service.
Beyond customer service, understanding your overall business performance is crucial. My article on best marketing analytics tools covers how to unlock real-time insights and boost ROI.
Key features:
- AI-guided knowledge management: Delivers contextual and actionable knowledge, unifying disparate information for mistake-proof service delivery across all touchpoints.
- No-code cognitive decision trees: Transforms complex SOPs into interactive workflows, enabling faster, personalized resolutions when integrated with your CRM system.
- Visual how-to guides & self-service: Reduces repetitive explanations by providing clear visual guides, enhancing customer self-service with video format options and an omnichannel-ready knowledge base.
Knowmax features, pricing, & alternatives →
Verdict: Knowmax is an excellent choice for scaling SaaS or e-commerce companies seeking the best call center knowledge base software, especially with its ability to unify knowledge, streamline complex processes through decision trees, and enhance self-service with visual guides. Its proven track record of reducing average handling time (AHT) and increasing customer satisfaction (CSAT) by 30% makes it a compelling solution for maximizing agent productivity.
7. Guru
Is your team struggling with fragmented information?
Guru provides a secure and flexible platform to unify your external resources and accelerate service. This means you can find and hire expert freelancers, including customer service professionals, to build out your knowledge base content.
Your customer support agents gain immediate access to accurate information, improving efficiency. This eliminates the pain of searching across disparate systems.
Here’s how you can transform your service.
Guru helps you quickly connect with top freelance talent worldwide, ensuring you have the right expertise to build out and manage your call center knowledge base. You can easily post jobs and receive quotes from professionals skilled in areas like data entry, content writing, and even customer service.
The platform supports various payment terms, including fixed price, hourly, and task-based options, giving you flexibility in how you manage projects. Additionally, features like WorkRooms facilitate seamless collaboration, communication, and work tracking, ensuring your content creation efforts are well-coordinated. Plus, SafePay payment protection provides financial peace of mind.
The result is a comprehensive and well-maintained knowledge base.
Key features:
- Access to global talent: Connect with over 800,000 employers worldwide to find freelance experts in writing, data entry, and customer service to build your knowledge base.
- Flexible payment options: Choose from fixed price, hourly, task-based, or recurring payments, allowing you to manage costs and agreements efficiently for content creation.
- Secure collaboration tools: Utilize SafePay payment protection and WorkRooms for secure communication, project tracking, and financial transactions, ensuring smooth content development.
Guru features, pricing, & alternatives →
Verdict: If your goal is to quickly onboard specialized talent to build and manage a robust knowledge base, Guru stands out as the best call center knowledge base software for sourcing the expertise you need, with 1 million paid invoices and a 99% customer satisfaction rate.
8. Zoho Desk
Struggling with scattered support resources and slow resolutions?
Zoho Desk directly addresses this with omnichannel support and self-service capabilities. This means your customers can find answers quickly and effortlessly.
You can truly thrive on customer happiness with Zoho Desk, staying accessible and delivering quick, accurate resolutions across all channels.
Here’s how to empower your agents.
Zoho Desk equips your agents with powerful tools like contextual support and an intuitive interface. This allows them to stay productive and organized, ensuring consistent, high-quality service delivery.
While we’re discussing enhancing agent efficiency, understanding virtual agent software is equally important for modern call centers.
Artificial intelligence (AI) also boosts agent confidence and efficiency by providing smart recommendations and predictive intelligence. Additionally, built-in analytics and real-time insights allow you to track actionable metrics and customer sentiments. This helps you consistently deliver value and refine your support strategies.
The result is customer service excellence, consistently delivered.
Key features:
- Omnichannel Support: Be accessible on all channels, enabling quick, accurate resolutions and making it easy for customers to do business with you.
- AI-Powered Tools: Utilize artificial intelligence for contextual support and predictive intelligence, empowering agents and enhancing customer happiness.
- Built-in Analytics: Track actionable metrics and customer sentiments with real-time insights, ensuring you consistently deliver value and refine your service.
Zoho Desk features, pricing, & alternatives →
Verdict: Zoho Desk positions itself as the best call center knowledge base software by offering robust omnichannel support, AI-powered tools, and comprehensive analytics. Mercedes-Benz improved customer satisfaction across their entire dealership network, demonstrating its capability to unify and accelerate service, making it ideal for scaling SaaS and e-commerce companies seeking measurable efficiency gains.
Conclusion
Stop inconsistent agent answers for good.
When information is scattered across documents, your agents can’t provide fast, consistent support. This directly impacts customer satisfaction and erodes team morale.
Technology is rapidly changing the customer service landscape. Sprinklr predicts that by 2025, tools will process 95% of customer interactions, enabling real-time service adjustments. This shift highlights the urgent need for a modern, unified system.
Here’s the tool that I’d recommend.
From my review, ScreenSteps is the top choice. It turns scattered tribal knowledge into clear, actionable guides for your entire service team.
I love how its AI-powered guides empower every employee to act like an expert. The best call center knowledge base software should make complex procedures simple, and ScreenSteps excels at this.
I recommend you book a free demo of ScreenSteps to see how its digital guides can unify your team.
Your agent confidence will soar.
