According to Hubspot, more than 69% of consumers prefer to solve issues on their own, and 63% almost always start with a search through a company’s online resources before ever turning to a support rep. Therefore, providing them with easy access to information is crucial for building trust and reducing support workload. HubSpot’s Knowledge Base feature enables businesses to create a comprehensive self-service resource center filled with articles, FAQs, and tutorials. A knowledge base is a customer service library that includes information about a product, service, or topic that helps customers find answers so they can solve problems on their own.
By empowering customers to find answers independently, businesses can improve customer satisfaction, reduce support costs, and free up customer service teams to focus on more complex issues. A well-organized knowledge base also serves as a valuable resource for educating customers about products or services, fostering a deeper understanding and loyalty.