Document360
Knowledge base software
Customer self-service software
Contact center knowledge base software
Help authoring tools (HAT)
Knowledge management software
IT documentation software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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What is Document360
Document360 is a SaaS knowledge base platform used to create, manage, and publish internal and external documentation. It supports customer self-service portals, internal team wikis, and product/IT documentation workflows. The product focuses on structured authoring, versioning, and publishing controls, with analytics and search features to help organizations maintain and measure knowledge content.
Purpose-built knowledge base authoring
Document360 centers on creating and maintaining knowledge articles rather than general project or collaboration work. It provides structured content organization (categories, articles) and common documentation workflows such as drafts, reviews, and publishing. This focus can reduce the need to adapt broader work-management tools for documentation-specific use cases.
Publishing and access controls
The platform supports publishing knowledge to external audiences as well as maintaining private/internal documentation. It includes role-based permissions and controls that help separate authoring from publishing responsibilities. These capabilities are useful for teams that need governance over what content is visible to customers versus employees.
Search and content insights
Document360 includes search functionality and reporting intended to show how users interact with knowledge content. Analytics can help identify gaps (e.g., low-performing articles or frequent searches with poor results) and prioritize updates. This is relevant for customer self-service and contact-center enablement where deflection and findability matter.
Not a full contact center suite
Although it can support contact-center knowledge use cases, Document360 is not positioned as an end-to-end call/contact center platform. Organizations typically still need separate systems for ticketing, telephony, routing, and agent workspace functions. Integration requirements may increase implementation effort depending on the existing support stack.
Content migration and governance effort
Moving from shared drives, wikis, or mixed documentation tools into a structured knowledge base often requires content cleanup and taxonomy design. Teams may need to define templates, ownership, and review cadences to keep content current. Without ongoing governance, knowledge bases can become outdated regardless of tooling.
Advanced customization may be limited
Knowledge base platforms commonly provide theming and configuration but may not match the flexibility of fully custom web experiences. Organizations with strict brand, UX, or information architecture requirements may need additional front-end work or accept product constraints. This can be a consideration for customer-facing self-service portals with complex design standards.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Professional | Get a quote (contact sales) | Internal & External knowledge bases; custom web address; import from Word; auto-translate to 50+ languages; SEO customization; custom CSS & JavaScript; API documentation; download article as PDF; feedback manager; 24/5 support; guided setup; AI writing agent & AI content/FAQ creation. |
| Business | Get a quote (contact sales) | Everything in Professional, plus custom workflow builder; embedded help centre; import from PDF; support ticket deflector; Pro analytics; 30+ integrations; public API support; dedicated account manager; AI Search & Answer. |
| Enterprise | Yearly plan only — Get a quote (contact sales) | Everything in Business, plus SSO (multiple providers), interactive decision-tree guides; testing/sandbox environment; security audit trail; dedicated design expert; 24/5 priority support; access to AI Premium Suite add-ons (screen capture, step-by-step guide, interactive demo, video recording). |
| Enterprise+ / Startup program | Custom pricing — contact sales | Document360 documentation lists additional Enterprise+ and Startup program tiers/options; pricing is provided via sales quoting. |
Seller details
Document360 Inc.
Delaware, United States
2017
Private
https://document360.com/
https://x.com/document360
https://www.linkedin.com/company/document360
