Why You Need a HubSpot Knowledge Base
Posted: Thu Dec 26, 2024 7:08 am
Have you noticed that it’s becoming more difficult to speak directly to a customer service representative? The reason is that companies are increasingly adopting ways for customers to help themselves, reserving valuable customer service time for the more urgent and specialized issues that require the full expertise of the representatives.
These ways of allowing customers to help themselves range from chatbots, blog posts, how-to videos, and so on. But one thing that HubSpot offers as part of its Service Hub is the Knowledge Base, a page that publicly hosts a variety of customer-generated FAQs, tickets, and support queries, all answered by the provider company. It’s a place built to store, organize, and distribute information to your customers faster and more effectively than face-to-face if done right.
Read on to discover the top three reasons why having a knowledge base is so beneficial for all parties involved.
knowledge base
01. Immediate access for customers
When your customers encounter a problem or have a question, they don’t want to wait or have to dig around to find an answer. The search feature in your Knowledge Base will allow list of telegram users in cambodia your customers to quickly find their queries based on the keywords you include in your articles. This instant search can be taken further by a chatbot on your web pages, linking to articles based on what your visitors ask you.
Having a link to your Knowledge Base on your social media, email signatures, and most importantly, in your website navigation bar, allows customers to instantly access your library of information as soon as they learn about your business. Plus, it shows that you’re confident in your ability to solve any problems your customers may have.
02. Saving time in customer service
As stated above, it costs time and money to answer hundreds of identical questions every day, making it increasingly difficult to allocate resources when a real problem arises. By providing a Knowledge Base, your customers can get the answers they need themselves, not only freeing up support time, but allowing your customers to feel accomplished for having found a solution themselves.
knowledge base
03. Easier to build than you think
While it may take some time, building a knowledge base can be a simple process if approached the right way. Start by thinking about some of the questions you get asked the most. Ask your customer service reps what problems they think customers often encounter that are easy to solve. Once you’ve answered the top questions, start brainstorming with your team about what your customers need to know and their mutual pain points.
Your knowledge base will be an ongoing process, so constantly examine common support issues to see if trends appear. Little by little, you’ll start to organically build a library of information that addresses every possible issue your customers encounter, gradually making the lives of both your customers and your customer service reps easier.
These ways of allowing customers to help themselves range from chatbots, blog posts, how-to videos, and so on. But one thing that HubSpot offers as part of its Service Hub is the Knowledge Base, a page that publicly hosts a variety of customer-generated FAQs, tickets, and support queries, all answered by the provider company. It’s a place built to store, organize, and distribute information to your customers faster and more effectively than face-to-face if done right.
Read on to discover the top three reasons why having a knowledge base is so beneficial for all parties involved.
knowledge base
01. Immediate access for customers
When your customers encounter a problem or have a question, they don’t want to wait or have to dig around to find an answer. The search feature in your Knowledge Base will allow list of telegram users in cambodia your customers to quickly find their queries based on the keywords you include in your articles. This instant search can be taken further by a chatbot on your web pages, linking to articles based on what your visitors ask you.
Having a link to your Knowledge Base on your social media, email signatures, and most importantly, in your website navigation bar, allows customers to instantly access your library of information as soon as they learn about your business. Plus, it shows that you’re confident in your ability to solve any problems your customers may have.
02. Saving time in customer service
As stated above, it costs time and money to answer hundreds of identical questions every day, making it increasingly difficult to allocate resources when a real problem arises. By providing a Knowledge Base, your customers can get the answers they need themselves, not only freeing up support time, but allowing your customers to feel accomplished for having found a solution themselves.
knowledge base
03. Easier to build than you think
While it may take some time, building a knowledge base can be a simple process if approached the right way. Start by thinking about some of the questions you get asked the most. Ask your customer service reps what problems they think customers often encounter that are easy to solve. Once you’ve answered the top questions, start brainstorming with your team about what your customers need to know and their mutual pain points.
Your knowledge base will be an ongoing process, so constantly examine common support issues to see if trends appear. Little by little, you’ll start to organically build a library of information that addresses every possible issue your customers encounter, gradually making the lives of both your customers and your customer service reps easier.