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Data Quadrant Awards 2021

Knowledge Management


SoftwareReviews names Document360, Guru, and KnowledgeOwl as Knowledge Management Data Quadrant Award Winners.


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Knowledge Management

Data Quadrant

Data Quadrants are proudly founded in 100% user review data and are free of traditional "magical" components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

The SoftwareReviews Data Quadrant evaluates and ranks products based on feedback from IT and business professionals. The placement of a software in the Data Quadrant indicates its relative ranking as well as its categorization.

Read The In-Depth Report

A thorough evaluation and ranking of all software in an individual category to compare software across every dimension.

  • user satisfaction rankings
  • |
  • vendor capability comparisons
  • |
  • business value scores
  • |
  • individual feature evaluations
  • |
  • emotional connection to products
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Knowledge Management Data Quadrant

Note The axes ranges are dynamically adjusted based on minimum and maximum values in the dataset

Evaluate the Complete

Software Experience

When distilled down, the software experience is shaped by both the experience with the software and the relationship with the vendor. Evaluating enterprise software along these two dimensions provides a comprehensive understanding of the product and helps identify vendors that can deliver on both.

Product Features and Satisfaction

The satisfaction is captured in the overall satisfaction score, which is driven by the likelihood of users to recommend the software, combined with user satisfaction across top product features.

Vendor Experience and Capabilities

The vendor relationship is calculated in a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) as well as emotional response ratings toward the vendor (e.g. trustworthy, respectful, fair).

Gold Medalists


Kovai Limited

Document360

Document360 is the leading cloud-based Knowledge management platform, bringing together collaboration and knowledge. It allows organizations to create a public and private knowledge base to help employees and customers. You can create online FAQ pages, publish SOP's, centralize information, create product documentation and user manuals. Integrated with many 3rd party tools to fit your ecosystem. Integrations including Freshdesk, Zendesk, Intercom, Drift, Teams, Chrome, Slack, and many more.

9.7

Composite
Score

Composite
Score

+97

Emotional
Footprint

Emotional
Footprint

99%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
12Reviews

Guru Technologies

Guru

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.

9.1

Composite
Score

Composite
Score

+98

Emotional
Footprint

Emotional
Footprint

95%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
15Reviews

Silly Moose (KnowledgeOwl)

KnowledgeOwl

KnowledgeOwl helps organizations of all sizes build better knowledge bases.

9.1

Composite
Score

Composite
Score

+99

Emotional
Footprint

Emotional
Footprint

95%

Likeliness to
Recommend

Likeliness
to Recommend

Badge Winner
19Reviews

Vendor Capability Awards


Availability and Quality of Training

Document360

Badge Winner

Breadth of Features

Document360

Badge Winner

Business Value Created

Document360

Badge Winner

Ease of Customization

Document360

Badge Winner

Ease of Data Integration

Document360

Badge Winner

Ease of IT Administration

Document360

Badge Winner

Ease of Implementation

Document360

Badge Winner

Product Strategy and Rate of Improvement

Document360

Badge Winner

Quality of Features

Document360

Badge Winner

Usability and Intuitiveness

Document360

Badge Winner

Vendor Support

KnowledgeOwl

Badge Winner

Vendor Capability Awards


Availability and Quality of Training

Document360


Breadth of Features

Document360


Business Value Created

Document360


Ease of Customization

Document360


Ease of Data Integration

Document360


Ease of IT Administration

Document360


Ease of Implementation

Document360


Product Strategy and Rate of Improvement

Document360


Quality of Features

Document360


Usability and Intuitiveness

Document360


Vendor Support

KnowledgeOwl


Other Evaluated Vendors


Zoho

Zoho Desk

Use the power of customer context to improve agent productivity, promote self-service, manage cross-functional service processes, and increase customer happiness.

8.7

Composite
Score

Composite
Score

+96

Emotional
Footprint

Emotional
Footprint

90%

Likeliness to
Recommend

Likeliness
to Recommend

10Reviews

Freshworks

Freshdesk

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.

8.6

Composite
Score

Composite
Score

+88

Emotional
Footprint

Emotional
Footprint

91%

Likeliness to
Recommend

Likeliness
to Recommend

24Reviews

QualityUnit

LiveAgent

LiveAgent help desk is the ultimate solution for providing excellent customer support. 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.

8.5

Composite
Score

Composite
Score

+84

Emotional
Footprint

Emotional
Footprint

90%

Likeliness to
Recommend

Likeliness
to Recommend

13Reviews

Zendesk

Zendesk Guide

Zendesk Guide is more than just a collection of articles. It’s a smart knowledge base that helps you capture and leverage your team’s know-how. It works natively with Zendesk Support to deliver better self-service for customers and improve agent efficiency.

8.4

Composite
Score

Composite
Score

+93

Emotional
Footprint

Emotional
Footprint

91%

Likeliness to
Recommend

Likeliness
to Recommend

13Reviews

Atlassian

Confluence

Confluence gives you the power to create anything and everything, from meeting notes, project plans, product requirements, and more.

8.1

Composite
Score

Composite
Score

+84

Emotional
Footprint

Emotional
Footprint

85%

Likeliness to
Recommend

Likeliness
to Recommend

17Reviews

Stack Overflow

Stack Overflow for Teams

Keep all your team’s information in a private, up-to-date knowledge management software.

8.1

Composite
Score

Composite
Score

+81

Emotional
Footprint

Emotional
Footprint

82%

Likeliness to
Recommend

Likeliness
to Recommend

16Reviews

HubSpot

HubSpot Service Hub

Service Hub brings all your customer service data and channels together in one place, and helps scale your support through automation and self-service. The result? More time for proactive service that delights, retains, and grows your customer base.

8.0

Composite
Score

Composite
Score

+80

Emotional
Footprint

Emotional
Footprint

83%

Likeliness to
Recommend

Likeliness
to Recommend

16Reviews

For the full list of vendors in this space, click here.

About Gold Medal Awards and Software Reports

SoftwareReviews Gold Medal Awards recognize outstanding vendors in the technology marketplace as evaluated by their users. Gold Medals are the capstone of an in-depth software evaluation report, and awarded using a proprietary, transparent methodology based on a composite satisfaction score that averages four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair). The top 5 vendors in a software category are eligible for awards pending composite scores achieve a sufficiently high satisfaction threshold.

Software Reports present comprehensive evaluations of software vendors on the above elements. Software buyers can use this data to make more informed, data-driven software purchasing and renewal decisions.

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