No, they use it because it was cheap and useful, and switching tools to something newer that's actually better has to not just be better, it has to be so much better as to justify the time and costs required to port a bulky knowledge base from one platform to another.
It's really just standard "voluntary lock-in": any knowledge system you decide to use locks you into that knowledge system simply because you're going to be generating tons of content in it, which may at some point need to be migrated, and the longer you use it the more of a hassle that'll be.
And if it feels a bit gross (it's not, really, it's just what happens when someone has a good sales pitch) they're not holding your content hostage like some other platforms *cough*zendesk*cough*.
It's really just standard "voluntary lock-in": any knowledge system you decide to use locks you into that knowledge system simply because you're going to be generating tons of content in it, which may at some point need to be migrated, and the longer you use it the more of a hassle that'll be.
And if it feels a bit gross (it's not, really, it's just what happens when someone has a good sales pitch) they're not holding your content hostage like some other platforms *cough*zendesk*cough*.