Why Your Company Needs a Knowledge Base
Is your customer service team constantly answering the same handful of questions?
Having multiple customers face the same issue and struggling to find an answer is a sign that you’re not sharing enough info about a specific step in your service or product.
The way to solve this is by creating a knowledge base. HubSpot defines a knowledge base as, “a self-serve customer service library that includes information about a product, service, or topic." Simply put, your knowledge base is readily available information to help customers work through the most common issues they can face with your product or service.
A knowledge base has 3 key benefits:
1. It provides quick fixes for common issues.
Providing quick fixes for common issues will help alleviate some of the customer service team’s duties, as fewer people will reach out with the same questions time and again. The customer service team will then get back valuable time which they can use to deal with other issues brought to their attention. Overall, customers will be happier with the service they are receiving.
2. It makes it easy for customers to DIY a solution to their problems.
Some customers may not want to ask for help or may want to solve the issue on their own. Having a knowledge base will give them the tools to fix an issue they may be having, or bring their attention to something they may have missed. Overall, it will save them the time and energy of having to reach out about something they can easily do on their own.
3. It can boost your SEO.
Companies that have comprehensive knowledge bases which encompass everything from their specific tools to broader, relevant topics will appear in more searches. This will bring more attention to your website and could lead to more potential buyers, sales and revenue. Overall, it will get your company on more peoples' radars.
With HubSpot’s knowledge base tool, you can create a searchable library for customers to use. Plus, the CRM function will track which article a customer views. This means your team won’t be sending out irrelevant or repeated resources. Additionally, the search analytics will provide helpful insights into what articles are most valuable and how you can improve your knowledge base over time.
While it will take time and energy to initially create a knowledge base, we have no doubt it will pay off in the long run. Not only will it save your team time in the future, it may bring in more business as well. Not to mention, HubSpot makes it easy to get started!
Now that you know just how important your company knowledge base is, tell us: What’s the first thing you’re including in it? Hint: Your customer service team will be able to help you answer that!