Maybe you've set up a knowledge base, but it feels like a never-ending task to keep it updated and useful. Many businesses struggle with creating and maintaining an effective resource hub for their customers and team members.
HubSpot's Knowledge Base helps you transform your knowledge base from a static collection of articles into a dynamic, self-improving resource hub with AI and analytics. AI helps you write and improve articles, while analytics show you exactly what your users need.
This blog will show you how HubSpot's Knowledge Base works, explore its AI and analytics features, and help you use them to create a knowledge base that practically runs itself.
HubSpot's Knowledge Base is a smart online library for your business. It stores and organizes all the information your customers (or team members) might need.
Think of it as a collection of helpful articles, guides, and answers to common questions, all neatly organized and easy to find.
The purpose of HubSpot's Knowledge Base is simple: to help people find the information they need when they need it. It's designed as a self-service tool, allowing users to quickly find answers without contacting customer support or digging through long manuals.
HubSpot's Knowledge Base isn't just a dumping ground for information—it's designed to make finding answers as easy as possible. 91% of customers would happily use a knowledge base if it met their needs. Here's how it helps:
Once your Knowledge Base is up and running, it's time to keep improving it. HubSpot's AI and analytics features can help you automate this process.
Let's discuss how these tools can help you understand your users better and create helpful content quickly.
If you want to stay competitive, work to understand user behavior. 50% of businesses extensively using analytics are likely to have sales well above their competitors, compared to only 22% of those that don’t.
Reading your customer’s minds is helpful, and HubSpot's analytics come pretty close. Here's how you can peek into what your users are doing and thinking:
HubSpot gives you a front-row seat to how your articles are doing. You can see:
This information tells you what's working, what's not, and where you might need to make some tweaks.
For instance, if an article has high views but low helpfulness ratings, it might attract users but fail to answer their questions adequately. You could then review and improve that article.
Articles with high helpfulness ratings but low views might benefit from better categorization or keyword optimization to increase their visibility.
HubSpot also shows you what people are searching for in your Knowledge Base. You'll see:
The most popular search terms show you what topics are top-of-mind for your users. If certain terms are consistently popular, consider creating more content around these topics or expanding existing articles.
Search terms that didn't return any results identify content gaps. For example, if users frequently search for "password reset" but find no results, that's a clear signal you should create an article on this topic.
This is like having a direct line to your users' questions. If you see searches with no results, that's your cue to create new content. And if certain terms are super popular, you might want to beef up your articles on those topics.
AI is transforming content creation. 64% of businesses think AI will boost productivity. Plus, 83.2% of content marketers plan to use AI tools in 2024. These stats show how powerful AI can be for creating and managing content.
With HubSpot's AI, you can effortlessly analyze, create, and improve your content!
HubSpot's AI can help you generate ideas for new articles and suggest improvements to existing content. This feature is a time-saver, especially when unsure where to start or how to improve your content.
You can ask it to rewrite, expand, shorten, or change the tone of your article:
Rewriting is perfect when your knowledge base article has all the information but doesn’t capture what you want. It will regenerate your text with new wording and phrasing.
Expanding is ideal for when you need more detail in your instructions. This command builds on your text with more context, descriptions, and explanations.
This command is great for when your article is too long, and you want to make it more concise. This condenses wordy drafts into tighter, more skimmable messaging.
This powerful edit allows you to rewrite the highlighted text in a specific tone that better suits the recipient:
To get started with Content Assistant, you'll first need to enable the AI features for the conversations inbox area of HubSpot. Don't worry, it's a simple process:
That's it! With those few clicks, Content Assistant is now enabled and ready to use when composing messages in your conversations inbox.
With Content Assistant activated you can leverage its AI capabilities to optimize your customer messaging. Here's how to put it into action:
Your Knowledge Base isn't just a standalone resource—it can also be a powerful sidekick for your live chat support.
HubSpot makes it easy to bring these two features together, creating a seamless experience for your customers and support team. Let's explore how this integration works:
Automation with HubSpot plays a big role here. When a customer starts a chat, they can ask the chatbot to search the Knowledge Base for them.
Here’s how it works: The customer starts chatting with your support bot. They ask their question directly in the chat. The chatbot searches the Knowledge Base based on the keywords in the customer's query. Then, the chatbot presents relevant Knowledge Base articles to the customer.
This feature is like having a 24/7 support agent who knows everything in your Knowledge Base. It helps customers find answers quickly and often resolve their issues without waiting for a human agent.
Your support team can also use the Knowledge Base during live chats. Agents have a search function in their chat interface when chatting with a customer.
HubSpot might suggest relevant Knowledge Base articles based on the chat content as the conversation progresses. Agents can directly search for and insert links to Knowledge Base articles in their responses.
This feature ensures that all customers get the same accurate information, whether self-serving or chatting with an agent.
Agents don't have to type out long explanations for common questions and it reduces the risk of agents giving out incorrect or outdated information.
Setting this up is pretty straightforward. Here's a simple guide:
Your Knowledge Base isn't just a static collection of articles—it's a living, breathing resource that can transform your customer support and internal operations.
Leveraging HubSpot's AI-powered content assistance lets you easily create and improve articles. The robust analytics help you understand user behavior, allowing you to refine and expand your content.
Integrating your Knowledge Base with live chat creates a seamless support experience while following best practices ensures your content stays relevant and easy to find.
With these tools and strategies, you're well on your way to creating a Knowledge Base that answers questions and anticipates needs, learns from interactions and grows smarter over time.
It's more than just a help center, it's a dynamic knowledge hub that empowers your customers and team.
Ready to unlock the full potential of HubSpot's Knowledge Base for your business? Partner with Origin 63 to implement HubSpot and create a knowledge base that works for you.
Our team of HubSpot experts will guide you through every step, from initial setup to leveraging advanced AI and analytics features.
Don't just settle for a basic knowledge base – create a dynamic resource hub that grows with your business. Contact Origin 63 today, and let's build a Knowledge Base that sets your business apart.