Knowledge bases are an integral part of modern businesses. They are crucial for maintaining product information, employee training, customer-facing information, and other such things that are necessary for running a business.
This didn’t used to be the case when the internet and digital marketing were uncommon. All of this stuff was maintained using paper documents, and it was a chore trying to sort and retrieve them.
In the digital age, all of this is done via special knowledge management software. But not all solutions are created equal. Some are designed for customer service, others are more suited for internal training.
Today, our topic is the 5 best knowledge management platforms for customer service in 2025. So, let’s check out the tools we have vetted and selected for you.
HelpJuice
Best for: Scalable public-facing help centers
First on our list is the HelpJuice knowledge management software. It is a powerful software solution that can simplify the creation and management of a knowledge base. Usually, when this approach is used in software design, there are some trade-offs. For example, a simplified approach is also less flexible and not as powerful.
That’s not the case with HelpJuice. It balances both simplicity and power perfectly. You can use it to create your knowledge base articles, customize their theme, and much more. And of course, this includes customer-facing articles as well.
It also provides great analytic features that let you identify knowledge gaps, poor-performing articles, and customer satisfaction rate. We can’t provide a full review, so here is a list of its other features for you to check out.
Key Features:
- Fully customizable branding and structure (using HTML and CSS)
- Advanced permissions and version control. Allows multiple people to work on multiple versions of the same file.
- Analytics to track article performance and engagement
- Collaborative writing tools for support teams so that experts in various subjects can pool their intelligence and create a well-rounded article.
- AI assistance for creating content such as subtitles and captions.
- Powerful search function for both customers and agents to easily find and retrieve information from the knowledge base.
How HelpJuice Aids In Customer Service.
Modern customer service is not just about agents providing answers to user queries. It is about managing your resources and allowing customers to find solutions to common issues on their own. This frees up agents for more important calls.
With HelpJuice, companies can create customer support documents that can help customers find the answers to their queries with ease. It also helps reduce costs because you don’t need dedicated developers to maintain the knowledge base.
Notion
Best for: All-in-one internal documentation and wikis
If HelpJuice is all about documentation for customers, Notion is all about internal documents for training. It allows users to combine notes, tasks, wikis, and even databases into one intuitive workspace.
You may be thinking to yourself, how does a software used for internal training help with customer service? Well, the simple answer is that employees who are well-trained are naturally great at customer service. Additionally, Notion also enables customer service agents to easily retrieve the data and information they need to answer customer queries.
Here are some important features of Notion that help with knowledge base management.
Key Features:
- Easy customization features. You can just drag and drop content blocks to make your own design. No developer knowledge necessary.
- Active collaboration. Many users can work on the same task or document at the same time and can view each other’s changes in real-time.
- Templates for onboarding, support checklists, FAQs. These help with creating knowledge base articles and cut down a lot of development time.
- Integrates with other platforms like Slack and Google Drive. Any good knowledge management tool must be able to integrate with other services and use them to pull data or upload documents.
How Notion Aids In Customer Service.
As mentioned before, Notion is great for creating customer support playbooks, onboarding guides, and even flowcharts for troubleshooting. These resources are perfect for preparing support agents by providing them with up-to-date product knowledge and SOPs.
Bloomfire
Best for: AI-powered content search and team knowledge sharing
Bloomfire prides itself on its incredible search abilities. Make no mistake, all knowledge management software has to have a great search engine. But Bloomfire takes it a step further by integrating AI into.
It also lets you create everything the knowledge base needs such as PDFs, videos, and internal documentation required to train support agents. Couple that with the AI search and you get yourself a system where any agent can access any answer they need instantly.
Other features of Bloomfire include the following.
Key Features:
- Content preview in search results. Helps to identify the correct content.
- Customizable content hubs and categories. Improves the search function and user experience.
- Built-in Q&A threads for peer-sourced knowledge. Great for exchanging expert knowledge.
- Analytics and engagement tracking. Useful for identifying knowledge gaps and improvements.
Why Bloomfire works for customer service.
Just like Notion, Bloomfire is great for training customer support agents. It also actively helps them do their job better by making it easier to search the knowledge base for answers.
Good agents lead to good customer service; that’s just how the equation works.
Confluence (by Atlassian)
Best for: Enterprise knowledge and cross-team collaboration
Confluence is an internal knowledge base management solution. It specializes in helping with technical documentation that is used by engineers, developers, and technicians. It is also beneficial for HR personnel.
Its standout feature is that it integrates well with platforms like Slack, Trello, and Jira. This is what makes it so suitable for an engineering-led company.
Let’s take a look at its powerful features.
Key Features:
- Provides a structured page hierarchy for complex documentation. Very useful for creating technical documents.
- Custom templates for onboarding, SOPs, runbooks. This means that every type of personnel can receive a suitably designed document.
- Real-time collaboration and inline comments. Vital for expert collaboration.
- Integration with Atlassian tools and Google Workspace. Makes Confluence more powerful.
Why Confluence works for customer service.
Customer support agents that work with technical products and services can use Confluence to manage technical guides and escalation procedures. They can also use its collaboration features to directly contact product or QA teams to get specific information not present in the knowledge base. This allows them to be better at their customer service job.
Trainual
Best for: Onboarding and process documentation
Trainual is a knowledge base manager built for documenting SOPs, training materials, and internal policies. It is best for training and onboarding new customer support agents.
Trainual is great for managing multiple support teams at once. Its features ensure that the support teams follow the policies and procedures, even if they deal with different types of customer service.
Let’s take a look at them now.
Key Features:
- Step-by-step training modules. Great for onboarding.
- Built-in quizzes and progress tracking. Great for further training.
- Process templates for support workflows
- Role-based access for targeted learning.
Why Trainual works for customer service.
Trainual ensures your team follows standardized procedures and stays aligned on best practices. Whether it’s onboarding new hires or rolling out new tools, it simplifies knowledge transfer and accountability.
With Trainual, your customer support team is guaranteed to follow standardized best practices. The reporting features make accountability easier. This promotes agents to perform better. This ensures that your customers get a stellar customer service.
Table of Comparison
Here is a short table that highlights the differences between the five knowledge management solutions.
|
Platform |
Public KB |
Internal Docs |
AI Features |
Best Use Case |
|
HelpJuice |
Yes |
Yes |
Yes (analytics and assistance) |
External help centers |
|
Notion |
No |
Yes |
No AI |
Internal team wikis |
|
Bloomfire |
No |
Yes |
Yes (Advanced Search) |
Enterprise search |
|
Confluence |
No |
Yes |
Yes (Atlassian AI, general purpose) |
Technical collaboration |
|
Trainual |
No |
Yes |
Yes |
Onboarding & SOPs |
Final Words
Choosing the right knowledge management tool depends on your support model. If you’re focused on delivering self-service to customers, HelpJuice leads with its robust, user-friendly knowledge base platform. However, it also provides solid features for internal knowledge usage. It provides powerful tools to create training documentation and enables collaboration.
For internal collaboration, training, and documentation, tools like Notion, Confluence, and Trainual all provide powerful support infrastructure.
Together, these tools help support teams reduce response times, improve consistency, and keep both agents and customers informed. If you are looking to start a business, then you should invest in one of these knowledge management solutions to be successful.