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    Picture of Emma Berry
    By Emma Berry in August, 2018 | 4 minute read

    Content Marketing - Inbound Marketing - HubSpot Service Hub

    The HubSpot Knowledge Base: 4 Ways it Benefits Customer Service

    The HubSpot knowledge base tool helps you improve your customer experience by turning customer questions into helpful and educational content. When you equip your brand with a knowledge base, you're empowering your customers to help themselves before contacting your support team. This creates an easy and effortless customer experience that decreases the amount of repeated questions and improves customer satisfaction.


    HubSpot Service Hub is focused completely on creating the best customer service possible. It provides tools to enrich your overall customer experience. One tool that benefits both your company and your customers is the HubSpot Knowledge Base, which allows you to turn repeated customer questions and issues into helpful pieces of content.

    Having a knowledge base helps you find trends in your customer service tickets and turn them into simple, well-structured articles on your site. It serves as a customer self-service library where customers can search for information on a certain project, topic, or issue. It allows your customers to search for their answers on their own first before coming to your customer service team.

    The Service Hub knowledge base tool allows you to quickly create articles and then shows you insights on how good the article is at solving customers’ issues. It makes responding to tickets more efficient because you won’t have to individually answer the same question more than once.

    The HubSpot knowledge base you Service Hub provides not only benefits your customers, but your customer support team as well. Let’s dive deeper into more of the benefits of creating a knowledge base.

    HubSpot COS and Website Tools

    1. Creates an Effortless Customer Experience

    51% of customers prefer to have a self-service option on a company website. Fortunately for your customer service team, customers actually prefer to search for answers on their own first rather than contacting your customer service team.

    You’ll actually be making your customer experience easier by creating a self-service tool where customers can search for answers. It creates an effortless customer experience that doesn’t require your customers to go through the process of contacting you.

    It can also be time consuming to personalize every response to the same question. It will be more helpful and engaging to direct customers to an educational piece of content housed in a self-service platform.

    2. Optimizes Educational Content

    The inbound methodology is all about delivering helpful, educational, and engaging content to your customers. Educating your customers is crucial for growing your business, and the key to education is through the content you produce.

    With a HubSpot knowledge base, you can direct your customers (and their questions) toward the helpful and educational content you’ve created. When you start paying attention to the trends your customer service team encounters, you'll be able to preemptively answer customer questions and help them solve their problems on their own. 

    Ask yourself: What are some common issues and questions that customers frequently ask?

    The reporting tool from Service Hub generates reports for all of your articles. You’ll be able to view data like views over time and most viewed articles, which can help you optimize your library. You’ll be able to look at which articles you should expand on or update.

    For example, you should consider expanding on some of your most-viewed articles because it will continue to educate your customers on a topic that is frequently searched.

    You want to make sure that the articles you have on your HubSpot knowledge base provide customers with quick access to information they need to solve a problem.

    3. Increases Your Support Team’s Productivity

    A knowledge base isn’t only beneficial to increasing customer satisfaction; it will also increase your customer support team’s productivity. Customers are always going to have questions for your company, and all of their questions are usually directed through multiple communication channels.

    Your customer support team constantly has to answer and resolve any questions or issues that come through in order to improve the overall customer experience. With customers holding more control than ever, it’s crucial that your support team provides helpful and personalized support to every customer.

    However, with multiple communication channels to manage, it’s becoming more difficult for your support team to efficiently answer every single question that comes through. Having a HubSpot knowledge base decreases the amount of repeated questions by turning the similar tickets into helpful pieces of content for your customers.

    4. Helps Guide Your Customers Towards Success

    The transition from the market funnel to the marketing flywheel has placed emphasis on the inbound service framework of engage, guide, and grow.  A knowledge base is crucial to the guide stage of the inbound service framework.

    Using all of the information you gained through customer conversations and feedback will be essential when shaping how you help your customers. In this case, knowledge base is a platform you set up to help your customers help themselves.

    A HubSpot knowledge base will help you guide your customers to content that will be helpful and educational. The content will be specifically based on questions from your customers, and will help guide them to success by storing the answers to their questions under one helpful self-service platform.

    HubSpot COS and Website Tools

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