KnowledgeOwl Reviews

We were switching from an in-house knowledge base and looked at everything from a wiki-style system to doing everything in-house again. When I found KnowledgeOwl and set up a demo account, everything felt different from the start. It was easy to use, the customization level is through the roof, and the support from the demo phase all the way through our signing up and beyond has been phenomenal. Anytime there has been an issue, whether an issue with the platform (very few and far between) or something I've broken myself, the support group has been absolutely amazing.

When we started using KnowledgeOwl it was very easy to get everyone moved over to it and we've been able to integrate it into many of our day-to-day functions as uses, especially in our NOC. We use it daily for policy and procedures as well as a place to document all of our internal company information. The ease of use of the platform has been great as even some of our more "seasoned" employees have had no issues navigating our using KnowledgeOwl.

Overall we've been extremely happy with KnowledgeOwl in the65+ years that we have been a customer. If you are looking at knowledgebase solutions, at least give them a demo. I am glad we did.

Honestly, I don't have a single thing that I dislike about it. I am an admin for the platform and use it daily as a lead in our NOC. I have never had a single issue that has come up that has made me ever dislike the service. I suppose if there is one thing that is maybe a "wish it had" would be that there was always a history to see previous revisions after a page is saved. There are times when I'll go to a page and see that someone might have added something and when I go look there's no version or revision history to see who the user was that made the change. I know if you choose to make a new version of the page you can see previous versions, but when you are just making changes and click "Save" it would be great if there was always a revision history other than it just saying "Last Saved: 10/23/2023 1:06 pm MDT" and not knowing who the user was that made that change.

We needed to replace our outdated and horribly mismanaged internal knowledge base and KnowledgeOwl is doing so in spades.

KnowledgeOwl has incredible customer service! Not only is their response time incredible, but their overall mentality towards service is what truly stands out. When I reach out to them I don't feel like my request is a ticket waiting to be worked - I know they have read my emails & are replying to me specifically (vs an auto reply) with knowledgeable responses. They make doing business so easy! (& enjoyable!)

My organization has been using KnowledgeOwl for many years now & there's nothing I don't like.

We use KnowledgeOwl for a knowledge base for internal associates & we make some of this content client facing for a client self-service platform. KnowledgeOwl's different access levels & snippets help us avoid duplication & allow us to capture information for all audiences in a single article by assigning different access to different parts of the article. This also means we have one article, a single source of truth, that outlines everything from internal processes to client troubleshooting.

It's intuitive and easy to understand, it works well, and is simple to get up and running. The team that built it clearly knew a lot about managing knowledge and I go to their website for recommendations and best practices. Their customer support is extremely knowledgeable and responsive.

Reporting at a granular level is difficult; having to use Google Analytics adds a level of complexity. It would be nice to have a few more fields available for Authors so it's easier to keep track of them.

Knowledge Owl allows us to post self-service articles for a variety of techical topics geared for end users. We have multiple knowledge bases being used in different ways, all within a single interface.

Intuitive, smart, easy to use and the most positive, responsive, and caring Customer Support team on the planet!

I can't think of a single thing to complain about, and i tried :)

Any issues i encounter with KnowledgeOwl is a user issue (mine) and the team is lighting fast to solve!

I have zero experience of coding / tech things and it was really easy to get the basics up and running, and customise it to our brand. The customer service is fantastic, everyone I've dealt with has been a pleasure to speak to and have helped with anything I was unsure of and come up with solutions for us.

From a "reader" point of view, the software is easy to use and find the content required, and it was no problem teaching the business how to use it - which is great when it's a tool to be used everyday!

All the features are great and I feel like I'm noticing more and more and seeing how we can implement them into our business - we love the favourite articles feature.

Nothing I can think of - KnowledgeOwl has been great for our business.

We use KnowledgeOwl as an internal knowledge base for our company, primarily for our advisers in our busy Contact Centre but with a view to expand further. Previously, this content was across several Word docs and various other places, whereas now we have one central location for knowledge. With the great search functionality, it's easier for advisers to find what they're looking for, which leads to fewer referrals for support and a lower handle time for customers.

We began the migration of our entire knowledge base to KnowledgeOwl in 2022, and had an amazing experience. Their support is unmatched, as proven by the detailed help we got for the transfer of our content and design. They went above and beyond to make sure our transition was as smooth as possible. Since our move, we've received compliments from our clients and employees about all the positive changes in the search and usability. Our documentation team has also saved time with the back-end functionality such as article tagging, file labels, article versioning, and bulk actions.

Their own knowledge base is exceptional: they have gone to great lengths to provide their customers with answers and their support team is incredibly responsive when additional help is needed.

Truly, there is nothing I dislike about KnowledgeOwl. I work within it almost every day and am consistently pleased with their product and platform.

Allowing us to have a public knowledge base with various reader groups is a huge benefit. This allows us to customize content based on audience, whether that's employee-only information or client-specific articles for a beta feature. We are no longer tied to only presenting generic content for a single audience.

We're also building a second knowledge base through KnowledgeOwl to replace another tool, which will save us thousands per year.

KO is very easy to use and has helpful features such as the tagging system, article versioning, and visibility settings that we have incorporated into our documentation process for daily use. The implementation and support teams have been incredibly helpful even beyond our initial setup, offering fast responses and effective solutions for our business needs (including custom coding and small features that we wanted for our site design). The fact that the CEO personally assisted us was a welcome surprise. We switched to KO from a similar product that we were dissatisfied with, and have been extremely happy with the change.

While KO supports a lite review process (in the sense of assigning certain users as Reviewers and having a Ready for Review status on drafts), there is no in-app commenting feature. This means that either SMEs can directly edit the draft even if we don't want them to, or we use a third-party commenting tool which causes confusion and is a less elegant review process than if it was entirely built-in.

We needed a knowledge base that could support a large number of subcategories, as well as flexible display options since our KB hosts hundreds of user guides, release notes, and reference articles. These needed to have visibility controls for sections of internal content in addition to public content, both on a by-article basis and within the same article. KO has allowed us to do all of this, with some additional custom work by the implementation team to ensure that we could design those layouts how we wanted to. It also helps us to organize and manage such a large amount of content with the tagging system, so that we can filter articles by topic and mark them for particular tasks such as future updates.

Additionally, the front-end search system with the previous knowledge base did not work for our needs and failed to provide useful results. The search system implemented by KO is a huge improvement and allows us to adjust it for the desired results.

The user interface to create articles is very easy to use and straightforward. It is also very customizable with CSS. So we can brand it to match our style. Not to mention the customer service is top notch. They take it to the next level!

I wish more of the customization was available via the user interface rather than writing code. I wish there was a bit more functionality around writing release notes for our product. There isn't a good way for our customers to display and sort through our release notes for all of our products.

We have a very technical product. So it is nice to be able to add code snippets to our articles. We also are very secure with our help documentation. so having the ability to implement SSO with our product was a big plus for us.

I've managed help centers on Zendesk, Help Scout, and KnowledgeOwl. KnowledgeOwl is the easiest and most comfortable to use by far. Even with my limited code knowledge, I've been able to evolve my info architecture without breaking links, add collapsing sections to break up long topics, and install custom headers to set certain articles apart.

I've set up a library of commonly-used explanation snippets, which I can insert into multiple articles. Update the snippet and all articles automatically update. I can easily redirect one article to another, or hide an article from the main nav while keeping it searchable. These are nerdy details, perhaps, but if you manage a complex knowledge base, tools like these will make your life so much easier. The article editor is also easy to use, with a cleanly-formatted HTML view you can toggle on as needed.

...And every time I've had a question, I can either find clear, complete documentation or I can reach a knowledgeable, friendly human being who goes out of their way to help me. It's the very best help center tool I've ever found.

The company is always releasing new options and tools, so anything I've disliked always seems to get addressed.

With KnowledgeOwl, we promote ticket deflection by maintaining a highly searchable knowledge base. Our help center content is designed to support easy beginner starting points as well as more advanced topics like webhooks, signed URLs, and so on.

Because the help covers so much ground, we make heavy use of KnowledgeOwl's info architecture and navigation tools, so users at different levels can find their pertinent subjects easily. We also use search customizations like keywords heavily, alongside our site analytics, to make sure our users are getting to the answers they need.

Right out of the gate, let me say that if you are looking for an efficient, reliable, and intuitive knowledge base software, look no further!

KnowledgeOwl changed the game for us when we switched to them 7 years ago, and it keeps making my job easier with their frequently released enhancements and exceptional support.

- The UI is intuitive and user-friendly, with a very shallow learning curve. You don't have to be a tech wizard to be able to create a custom branded online help center; their tools and editor do the heavy lifting.

- Powerful search functionality; our readers can find the information they need quickly and easily.

- Constant enhancements are added to the application; they listen to their users and respond to our needs!

- Next to zero downtime, KnowledgeOwl is on it!

- Support that truly is above and beyond; they are extremely responsive, friendly, and knowledgeable. Our help center would not be what it is today without them.

We are thrilled to be partnered with KnowledgeOwl and look forward to working together for many more years to come!

The reporting options provided in KnowledgeOwl are somewhat limited. While they do offer the ability to export data, it would be great to have more customized reporting options within the product; however, if you are a GA4 user, you can analyze your user behaviour in that platform and use that data to make informed decisions about your content.

KnowledgeOwl helps us to centralize our information and knowledge resources. Our support costs are reduced because our users can find answers to their questions independently. It is also an invaluable asset when it comes to employee onboarding and training.