Confluence
Confluence
Atlassian

Confluence

Composite Score
8.9 /10
CX Score
9.2 /10
198 Reviews
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Confluence is your remote-friendly team workspace where knowledge and collaboration meet. Confluence turns conversations into action built for lasting knowledge so you never lose great ideas or context in a transient notification or chat. From marketing and sales to development and operations, Confluence has solutions for every type of team and project to get your team doing the real work right away.

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Pros

  • Enables Productivity
  • Reliable
  • Fair
  • Effective Service
Badge Winner
Badge Winner
HubSpot Service Hub
HubSpot Service Hub
HubSpot

HubSpot Service Hub

Composite Score
8.7 /10
CX Score
8.9 /10
72 Reviews
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To increase customer retention, you need to focus on delivering customer value. Service Hub turns your customer experience from a cost center to a revenue driver. Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. More time for proactive service that delights, retains, and grows your customer base.

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Pros

  • Enables Productivity
  • Transparent
  • Helps Innovate
  • Respectful
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Badge Winner
Freshdesk
Freshdesk
Freshworks Inc.

Freshdesk

Composite Score
8.6 /10
CX Score
8.9 /10
69 Reviews
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Freshworks' cloud-based customer support software, Freshdesk, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.

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Pros

  • Reliable
  • Enables Productivity
  • Performance Enhancing
  • Effective Service
Badge Winner
Badge Winner
Bitrix24
Bitrix24
Bitrix24 Ltd

Bitrix24

Composite Score
8.3 /10
CX Score
8.6 /10
38 Reviews
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Bitrix24 is a collaboration platform launched in 2012. Bitrix24 provides a complete suite of social collaboration, communication and management tools for your team, including CRM, files sharing, project management, calendars, and more. Bitrix24 is available in cloud and on premise.

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Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
Badge Winner
KnowledgeOwl
KnowledgeOwl
KnowledgeOwl

KnowledgeOwl

Composite Score
8.2 /10
CX Score
8.5 /10
42 Reviews
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KnowledgeOwl is a knowledge base software platform that helps organizations create searchable, user-friendly documentation for both customers and internal teams. Founded in 2015 in Boulder, Colorado, KnowledgeOwl serves 3,200+ authors across industries including software, healthcare, and financial services. The platform features robust Google-like search, fully customizable design, AI-powered capabilities, and flexible public, private, or hybrid knowledge bases. As a Certified B Corporation, KnowledgeOwl is a bootstrapped company known for exceptional customer support and customer-driven development that puts people first.

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Pros

  • Helps Innovate
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
Zoho Desk
Zoho Desk
Zoho Corporation

Zoho Desk

Composite Score
8.2 /10
CX Score
8.5 /10
59 Reviews
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Zoho Desk's knowledge management software is known for the built-in setup of a customizable multi-brand help center and a multi-lingual Knowledge Base. It serves as a platform to manage and share knowledge online in a way that is beneficial for both customers and businesses.

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Pros

  • Saves Time
  • Trustworthy
  • Acts with Integrity
  • Effective Service
Badge Winner
Zendesk for Employee Service
Zendesk for Employee Service
Zendesk

Zendesk for Employee Service

Composite Score
8.2 /10
CX Score
8.4 /10
59 Reviews
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Zendesk for Employee Service (formerly Zendesk for IT Service) is an easy-to-use, AI-powered service solution that helps organizations streamline internal support across IT (ITSM), HR (HR service), and other employee-facing departments. Zendesk replaces messy, manual workarounds with a single, unified service platform and AI that actually resolves issues instead of just deflecting them.

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Pros

  • Security Protects
  • Performance Enhancing
  • Saves Time
  • Respectful
Guru
Guru
Guru Technologies

Guru

Composite Score
8.1 /10
CX Score
8.3 /10
50 Reviews
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Guru is a collaborative knowledge management solution where answers find you--everywhere, every time. By empowering these teams in-context with the knowledge they need to respond to customer questions, they can stop spending time hunting down information and instead focus on what matters most — their customers.

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Pros

  • Reliable
  • Continually Improving Product
  • Performance Enhancing
  • Client's Interest First
LiveAgent
LiveAgent
LiveAgent

LiveAgent

Composite Score
7.8 /10
CX Score
7.9 /10
37 Reviews
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LiveAgent is help desk software which helps you to increase satisfaction, profits and reduce time you spend on email Equipped with 175+ support features you'll be able to link every channel of possible support inputs like fetching emails, Facebook comments, Tweets, contact forms, live chat or phone calls. Some of the main help desk features include: Automation, SLA, Ticketing, POP3 accounts, Email piping, Departments, Priorities, Statuses, Tags, Rules, Ticket Routing, Canned/Predefined messages, Macros & many more.

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Pros

  • Reliable
  • Enables Productivity
  • Trustworthy
  • Client's Interest First

Products below are ineligible for awards due to insufficient recent reviews

ServiceNow Knowledge Management
ServiceNow Knowledge Management
ServiceNow

ServiceNow Knowledge Management

Composite Score
8.1 /10
CX Score
8.3 /10
23 Reviews
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The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. It increases self-service rates for customers and employees—and boosts agent productivity with contextual knowledge, driven by machine learning.

Pros

  • Friendly Negotiation
  • Caring
  • Fair
  • Transparent