HubSpot Knowledge Base and Customer Portal
Customers find answers to common questions and check ticket status without sending an email.
- phaseImplementation
- engagementProject
- productService Hub
The problem this solves
Your service team answers the same questions every day. Customers email to ask for a status because they have nowhere to check it. Instructions sit in PDFs on the company drive that customers have never seen.
How I work
I pick the first articles based on your tickets, so the most common request types decide where to start. I set up the HubSpot knowledge base with categories, search and a split between public content and content for logged-in customers. I write articles from your instructions and your team’s best answers, and the team checks them for accuracy.
Alongside it, I launch the customer portal. Customers log in, see their open and closed tickets and reply there instead of starting a new thread. I leave a process for turning repeat tickets into new articles, with a named owner who keeps them current. A report shows which articles get read and which don’t.
What you get
- Knowledge base categories based on ticket types
- A searchable knowledge base
- First articles from your instructions and team answers
- A customer portal with login and a ticket list
- Separate public and logged-in content
- Instructions for adding and updating articles
What usually goes with this service 3
HubSpot Help Desk Implementation
Your service team sees tickets from email, chat and forms, the SLA deadline and customer history in one view.
Learn more
HubSpot NPS and CSAT Surveys
CSAT after a ticket and NPS during the relationship, with low scores sent to the account manager as a task.
Learn more
HubSpot Ticket Routing and Service Automation
Tickets reach the right person with no manual sorting, and the customer gets a confirmation right away.
Learn moreLet’s check whether this service fits your situation
After you submit the form, you pick a time in my calendar. I prepare the scope and a quote after the call.