HUBSPOT knowledge base creation - study case - edtech

Development of a HubSpot knowledge base to support English teachers and students using the platform. The knowledge base was designed to provide resources and support to customers, and to improve their experience and engagement with the product.
​The objective of this project was to create a comprehensive and user-friendly knowledge base that would serve as a central hub of information for English teachers and students using the company's platform. The knowledge base needed to provide clear and concise instructions on how to use the platform, as well as offer tips and best practices for teaching English online.

overview

Industry: Education
​Company Size: Small Business (1-25 employees)
Location​: Brazil
Use Case:
  • Support proccess
  • Integration with Dev Team Tools
  • Integration with whatsapp for support tickets

Products & TOOLS

​Service Hub Professional
Hubspot Reporting
JIRA

Steps

  1. Needs analysis to determine what information and resources English teachers and students required to use the platform effectively.
  2. Content creation: We created content that was organized into categories, including how-to guides, troubleshooting tips, and best practices for teaching English online. We also created video tutorials and screenshots to make the content more accessible.
  3. Portuguese translation: We translated the entire knowledge base into Portuguese to make it accessible to our Portuguese-speaking users.
  4. HubSpot implementation: We implemented the knowledge base on HubSpot, which allowed us to track user engagement and improve the content based on user feedback.
  5. Ticket system: We implemented a ticket system on HubSpot to allow our customers to submit support requests directly from the knowledge base.

Outcomes

  • Simplified Access for Teachers and Students: The knowledge base provided easy-to-access information and resources for English teachers and students, enhancing their experience and engagement with our platform.
  • ​Portuguese Accessibility: The translation of the knowledge base into Portuguese made it accessible to our Portuguese-speaking users, thereby improving their platform experience.
  • Integrated Support Ticket System: The implementation of a ticket system enabled customers to submit support requests directly from the knowledge base. This streamlined the support process, leading to improved customer satisfaction.
  • HubSpot Integration for Continuous Improvement: The HubSpot integration allowed us to track user engagement and enhance content based on user feedback. This resulted in a more effective and user-friendly knowledge base.
KB_EduTech by Andréa Vaz

growthworks.studio