Learn how to build a knowledge base in HubSpot's Service Hub to let customers find answers themselves and reduce support tickets. The video covers organizing articles, adding multiple languages, importing from other platforms like Zendesk, and tracking which articles help most.
It's safe to assume that most people prefer solving problems on their own rather than speaking with a customer support agent. When customers use self service options to find answers to issues, your support team can spend less time answering common questions and more time focusing on those unique support cases. With HubSpot Professional and above, you can create your very own knowledge base, a library of articles so customers can help themselves customize the look and feel of your knowledge base to match your brand, or organize your articles into categories and even solve for your global audience through our multilingual options. If you already have Knowledge Base and want to transfer it to HubSpot, we've got you covered with the option to import articles from Knowledge bases hosted on Freshdesk, HelpScout, Intercom, or Zendesk. A great way to start off your library is to look through customer support tickets and determine the most common issues. Once you've written and published your articles, you'll be able to access usage data, customer feedback, and search analytics so that your knowledge base is always evolving to support your customers. Your customers can find your knowledge base through a Google search, a direct link on your website, email signature, or wherever else you deem appropriate. You can learn more about HubSpot's knowledge base by taking our Service Hub software certification in the Academy app. Enjoy.
