Category: Service

HubSpot Service Hub empowers support teams with the tools they need to resolve issues faster and retain more customers. With 72% of customers reporting faster ticket resolution and 28% more closed tickets after switching to Service Hub, HubSpot delivers results at scale. Plus, with 1,500+ apps integrations — including Aircall, JIRA, Microsoft Teams, and Zendesk…

Surveys are one of the best ways to gather customer feedback. But I can tell you from experience that crafting a survey from scratch can be a pain. That’s why I set out to find the best free survey maker by testing 16 feature-rich, zero-cost options. With the right free survey tool, you can produce…

Your company’s knowledge base is the informational lifeblood of customer self-service and internal efficiency. You could have hundreds of top-quality articles in your knowledge base, but if your knowledge base isn’t searchable? They might as well be invisible. I’ve seen how knowledge base search functionality is the difference between a static, underutilized pile of help…

When I worked in HubSpot Support, the real superstars weren’t just the reps who could crush fifty cases a day. The ones I admired most were the team members who built deep expertise and product knowledge, and that’s what knowledge-centered support (KCS) is all about. Knowledge-centered support is a methodology focused on capturing, structuring, sharing,…

If you want to learn how to build a survey, the most important thing to know is that an excellent survey respects your time. It should be succinct, ask the right questions, and provide valuable insights. As a respondent, I’m quick to bail if a survey is too long, confusing, and repetitive. If you want…

If you want to learn how to build a survey, the most important thing to know is that an excellent survey respects your time. It should be succinct, ask the right questions, and provide valuable insights. As a respondent, I’m quick to bail if a survey is too long, confusing, and repetitive. If you want…

An SEO knowledge base does everything a typical knowledge base does and more. It supports customers, ranks in Google, brings new traffic to your site, and builds your E-E-A-T. It’s tempting to de-index knowledge bases because they interfere with SEO, complicating keyword maps, impacting rankings, and causing cannibalization. But, done right, they’re a powerful SEO…

An SEO knowledge base does everything a typical knowledge base does and more. It supports customers, ranks in Google, brings new traffic to your site, and builds your E-E-A-T. It’s tempting to de-index knowledge bases because they interfere with SEO, complicating keyword maps, impacting rankings, and causing cannibalization. But, done right, they’re a powerful SEO…

Customers today want more than just products. We’re looking for solutions that work and experiences that are easy. And once we have the product, we want to get good at using it — quickly. This isn’t just a hunch of mine: an impressive 81% of customers try to solve issues themselves before they even think…

Customers today want more than just products. We’re looking for solutions that work and experiences that are easy. And once we have the product, we want to get good at using it — quickly. This isn’t just a hunch of mine: an impressive 81% of customers try to solve issues themselves before they even think…