How HelpSpot’s Knowledge Base Radically Improves Customer Service

Written by Ian Landsman · 07.01.2024

In today’s digital age, delivering fast and accurate support is critical for maintaining high customer satisfaction and loyalty. HelpSpot’s knowledge base functionality (called Knowledge Books) is pivotal, enabling companies to provide comprehensive, easily accessible answers for both their customer support teams and customers.

An illustration of a group of employees creating documentation in a knowledge base

Why You Need a Help Desk or Customer Support Knowledge Base

Without a streamlined system, every incoming question can lead to time-consuming interactions that strain your team and frustrate your customers. A well-structured knowledge base addresses this challenge by empowering customers to find answers and supporting agents in swiftly accessing accurate, concise information.

With HelpSpot, your knowledge base can have public-facing documentation available to your customers on a customizable support website and internal-only documentation for your support staff – and both directly integrated into the ticket interface so when your support staff is responding to a ticket, they have immediate access to your knowledge base.

HelpSpot: A One-Stop Knowledge Base Solution

HelpSpot recognizes the importance of knowledge in customer service, offering solutions for:

  • Your Support Team: A private knowledge base filled with articles, guidelines, and solutions to frequent issues, ensuring consistent, up-to-date service.
  • Your Customers: A public knowledge base for self-service access to FAQs, troubleshooting guides, and detailed articles, reducing ticket volume and allowing your team to focus on complex queries.

Application Across Departments

IT Department

IT teams can utilize HelpSpot to manage a vast array of technical documentation, setup guides, and troubleshooting articles for typical software and hardware issues. This centralized knowledge base can drastically reduce the number of repetitive inquiries to the IT helpdesk, allowing the team to focus on resolving more significant, complex problems.

  • Example: Creating a series of articles on resetting passwords, setting up email on various devices, and troubleshooting common network issues could enable employees to solve their problems without direct IT intervention.

HR Department

HR teams can leverage HelpSpot to host a comprehensive repository of HR policies, details on benefits, and onboarding processes. HR documentation in a knowledge base ensures employees have round-the-clock access to crucial HR-related information, reducing the volume of basic inquiries staff have to handle directly in their HR ticketing system.

  • Example: Detailed guides on enrolling in benefits, FAQs about leave policies, and step-by-step instructions for completing expense reports can empower employees to find answers independently.

Accounting/Finance Department

Example Use: Accounting & finance teams can use HelpSpot to compile financial policies, reimbursement procedures, and invoicing guidelines. This knowledge base can standardize financial operations across the organization and provide staff with immediate access to financial procedures and policies.

  • Example: Offering a self-service portal for common queries like how to submit expense reports, the process for invoice approval, and guidelines for budget requests can streamline operations and reduce the administrative burden on the Accounting team.

Conclusion: Make Your Customer Support Stand Out with HelpSpot

Implementing a customer support or help desk knowledge base is essential in the modern world. HelpSpot provides all the tools needed to centralize critical information and make it accessible internally and publicly, streamlining support workflows and enhancing overall customer satisfaction across various departments. With HelpSpot, departments like IT, HR, and Accounting or Finance can efficiently manage their specific informational needs, transforming how your company delivers support throughout the organization.

Ready to get started? Begin your free 21-day trial today, or contact Sales for a personalized demo!

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Ian Landsman
Ian founded HelpSpot in 2005 with the goal of making every interaction with your customers simple and efficient.
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