Brandwave

Document360 vs Help Scout:Which is more popular?

In September 2026, Help Scout had more branded searches than Document360 among customer knowledge base platforms worldwide. Help Scout had about 19,100 branded searches, while Document360 had 4,470. Help Scout made up 4.2% of all customer knowledge base platform searches we track, and Document360 accounted for 0.97%. When we asked ChatGPT and Google AI Overviews about customer knowledge base platforms, Document360 appeared in four of the five answers and Help Scout in three. Document360 and Help Scout were each mentioned first in two of the four answers that named either.

Among customer knowledge base platforms worldwide in September 2026

Who do people search for more?

Help Scout, about 4 searches for every 1 for Document360

Help Scout 19.1K searchesDocument360 4.5K searches

Who does AI mention more?

Document360, mentioned in 4 of 5 answers, Help Scout in 3

Document360 in 4 of 5Help Scout in 3 of 5

Who does AI recommend more?

Each is named first in 2 of 4 answers.

Document360 first in 2Help Scout first in 2

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Top customer knowledge base platforms in ChatGPT and Google AI Overviews

In three ChatGPT questions and two Google AI Overviews, Document360 was mentioned in four out of five: in all three ChatGPT answers and in one of the two Google AI Overviews. Help Scout was mentioned in three out of five: in all three ChatGPT answers, but not in either of the two Google AI Overviews. Document360 and Help Scout were each listed first in two of the four answers that named either.

Most recommended by AI

Brands get a higher ranking if they are mentioned earlier in the answers.

  1. Zendesk1st
  2. Document3602nd
  3. Help Scout3rd
  4. Intercom4th
  5. Helpjuice5th
  6. Freshdesk6th
  7. KnowledgeOwl7th
  8. ProProfs Knowledge Base7th
  9. GitBook–

Mentioned by AI

Each dot is one answer, filled in when that answer mentions the brand.

  • Zendesk5 of 5Named in 3 of 3 ChatGPT answersNamed in 2 of 2 Google answers
  • Document3604 of 5Named in 3 of 3 ChatGPT answersNamed in 1 of 2 Google answers
  • Freshdesk3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • Help Scout3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • Helpjuice3 of 5Named in 2 of 3 ChatGPT answersNamed in 1 of 2 Google answers
  • Intercom3 of 5Named in 3 of 3 ChatGPT answersNamed in 0 of 2 Google answers
  • KnowledgeOwl1 of 5Named in 0 of 3 ChatGPT answersNamed in 1 of 2 Google answers
  • ProProfs Knowledge Base1 of 5Named in 0 of 3 ChatGPT answersNamed in 1 of 2 Google answers
  • GitBook0 of 5Named in 0 of 3 ChatGPT answersNamed in 0 of 2 Google answers

See every answer about customer knowledge base platforms

5 answers

Not named in any answer:

Brands are shown in the order each answer named them. The survey took place in the United States on October 20, 2026.

Is Document360 or Help Scout more popular in search?

This chart shows how often people search Google for Document360 and Help Scout by name. Each line represents a brand's share of searches for all nine customer knowledge base platforms we track, month by month, from English-language searches worldwide.

Document360 and Help Scout among customer knowledge base platforms worldwide, by month

Share of searches by month for Help Scout, Document360. The figures are in the table below the chart.

View monthly share of searches table
MonthZendeskFreshdeskGitBookHelp ScoutDocument360HelpjuiceIntercomKnowledgeOwlProProfs Knowledge Base
Oct 202560.9%18.4%10.9%6.8%1.4%1.1%0.12%0.26%0.08%
Nov 202561%18.6%11.2%5.7%1.7%1.3%0.26%0.26%0.08%
Dec 202562%18.9%11.1%4.7%1.4%1.4%0.21%0.21%0.06%
Jan 202665.2%16.3%11.7%4.1%1.2%1.2%0.13%0.23%0.05%
Feb 202667.2%16.8%8.4%4.2%1.5%1.3%0.2%0.29%0.05%
Mar 202670.2%16%7.4%3.6%1.3%1.1%0.19%0.25%0.04%
Apr 202664.3%16.2%9.9%6%1.8%1.2%0.34%0.34%0.06%
May 202671.5%14.7%7.5%3.7%1.1%0.87%0.24%0.24%0.06%
Jun 202666.1%16.6%9.9%5.1%0.99%0.81%0.28%0.22%0.03%
Jul 202665.7%16.5%10.1%5.1%1.2%0.82%0.27%0.27%0.05%
Aug 202665%16.4%10%6.1%1.2%0.77%0.34%0.26%0.04%
Sep 202665.6%20%8.1%4.2%0.97%0.63%0.35%0.22%0.03%

How has the Document360 and Help Scout comparison changed over the last 12 months?

3 findings

How did search popularity change for customer knowledge base platforms worldwide in September 2026?

2 changes

  1. In September 2026, Help Scout lost share of searches among customer knowledge base platforms worldwide, from 6.1% to 4.2%.

  2. Estimated monthly branded searches for Document360 worldwide fell 45.5% over 12 measured months, from 8.2K to 4.5K in September 2026.

How are branded searches counted?

5 search terms

Brandwave collects information about searches that people make online using Document360’s and Help Scout’s names. When viewed over time, estimated search volumes for these branded terms can be used to understand whether interest in the brands is growing, holding steady, or fading.

Document360

3 branded search terms

  • document360
  • document360 documentation
  • document360 knowledge base

Help Scout

2 branded search terms

  • help scout beacon
  • helpscout

How the Brand Demand Index is measured

Other head-to-heads among customer knowledge base platforms

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