The HubHeroes Podcast

Do you live in a world filled with corporate data? Are you plagued by siloed apartments? Are your lackluster growth strategies demolishing your chances for success? Are you held captive by the evil menace, lord lack, lack of time, lack of strategy, and lack of the most important and powerful tool in your superhero tool belt? Knowledge.

Never fear hub heroes. Get ready to don your cape and mask, move into action, and become the hub hero your organization needs. Tune in each week to join the league of extraordinary inbound heroes as we help you educate, empower, and execute. Of heroes, it's time to unite and activate your powers.

Are we activated yet?

Oh, we're so excited.

I don't know. Are we all

I thought y'all too excited. Exhausted, brother.

Your powers.

Yeah. And fully activated.

It sounds like it, brother.

Well, good morning, everybody. As you can tell, we're just ready to go. What were we, Max? Terrified?

Fully activated now.

Fully activated?

Yeah. Oh, terrified, tired, and frustrated. And

That's a new one.

Excited to talk about HubSpot.

Yeah. That is a new one.

Yeah. That's it. All the

things. And I'm very excited about this week because Chad, after we hopped off recording last week, made a really good point. It has been a while since we have given love to the HubSpot service hub. Now I personally have a soft spot for HubSpot Service Hub, even though I don't really get to use it. My entire background before I went into marketing for about eight, nine years was in customer service.

And without naming companies, I will say, if you were asking for a supervisor, it was usually me and I was really sorry. And there was nothing I could do. Dang. Oh my gosh. No.

The service team one of the things I love about HubSpot Service Hub, and George, I'm gonna have you give a quick primer on it here in just a moment.

Yeah.

But one of the things I love about HubSpot is they went out of their way to make sure service teams who are so critical to the life cycle of customers get love, get support. Because as someone who has been in customer service for a very long time, the tools are usually just trash. Like it's So George, before we dive into today's conversation about the knowledge base.

Yeah.

As I was putting today's conversation together, I could not help but wonder how many people are really that familiar with the HubSpot Service Hub. Maybe they've they've heard about it, maybe they haven't, but just give us a quick primer on what it is. And just in your experience, are we still seeing folks maybe not jump on it as quickly as we think they should be?

Yeah, it's interesting because part of the answer might even be in the way that you maybe mistakenly or what's that Freudian slip? Do I

say Yeah, it's a Freudian slip.

You're like, knowledge base. Woah, hey, Service Hub is way more than that, right? Hub has grown into kind of this all in one, obviously, toolkit. It's about delivering exceptional customer service, but it's also become really about communication. And dare I even say that when I think of the service hub, it's like relationships.

There's a lot of things that have been built in and added over the last six months to a year that you might have been sleeping on it and you're like, holy crap, I didn't know that it did all that. What I would say is I want people to think of it as a bridge between the teams and the customers that they have to service and the tools that they need, like ticketing, live chat, Liz, you mentioned knowledge base, customer feedback surveys, the automation is part of the tool. So like, think about how can we support or service these humans in a way that it just becomes seamless and in HubSpot's words, delightful. That's how I would say it. Now, here's what I am also going to have to throw out here.

If you go over to hubspot.com/productsservice-varb. I'm not sure what V A R B stands for, ladies and gentlemen. Barb? Yeah. But if you open up the product description of the product that I just described, it says customer service software powered by AI to scale support and drive customer retention.

AI. Cheers. Thanks. Like, anyway, so but but it is a suite of tools that a lot of organizations and and by the way, I'll add in very smart tools lately that that people need to just not be sleeping on it and be checking it out.

Chad, what are your thoughts on that? I know you have a soft you also have a soft spot like me for Service Hub. I'd be curious your thoughts on adoption and whether people are actually kind of, like, catching the vision of what it really is.

I don't think, that a lot of people really truly understand the depth and configurability of that tool. And I think that also stems from the same kind of issue that a lot of CS reps feel when they work in customer success and customer service. Like, some people use service based tools for customer success, unfortunately. Some people use sales based tools for customer success too, which that's a whole another couple of episodes diving into some other things like the CS workspace, which is built on top of service like, not on top of, but adjacent to service hub to get people out of service hub who don't belong in service hub. Because a lot of people end up putting a lot of processes into Service Hub that don't belong in Service Hub.

Right?

But

I would say, like, the issue that I end up seeing a lot is it's quite configurable to fit a large array of businesses as with most of HubSpot. Right? And because of that and be that's the same for many, many service tools out there. Right? Many service tools have this problem where they are poorly configured because I don't think they have, like, an internal user journey map for all of the weird types of problems that come in and a good way to handle the stuff that doesn't fit the map.

Right? This is this type of an issue. It should do these things. That's that type of an issue. Should do these things.

Here's our other bucket, and we gotta, like, have a process for cleaning up everything that's left over that didn't fit what we were expecting to handle. And I think when people, like, don't have those things built into whatever their service tool is, let alone HubSpot service hub, you know, it causes issues of, like, not being able to use it that well. And, like, people don't realize that now HubSpot is really trading blows with the big boys in the, in the marketplace, with the Zendesk, with the Intercom, with, you know, like, all these different tools out there that really are known as the industry standard for service ticketing. There might be a few things here and there that they can't quite do, comparatively, but it's really trading blows. And, like, if you're asleep on it, you know, like, it's going to be able to be configured to do those things, but also know the rest of your customer journey to give you that much more insight.

Because, like, a lot of times right now, man, a support ticket problem comes in and it has anything to do with sales. You gotta chuck that sucker over the fence and wait for somebody in Salesforce, you know, to tell you whatever happened in the sales cycle. Right? So you can get an answer back to this customer. Like, what do we actually sell this customer?

Right? Yeah. So if you're asleep at the wheel on that, man, we have some really cool stuff in Service Hub in general now compared to what we had even literally six six, twelve months ago.

Max, what are your thoughts?

Yeah. I mean, we I think we did just see in HubSpot's earning call that the the recent one they just had that they're selling more platform than ever, which means they're selling marketing sales and service more than they ever have. However, I don't necessarily think that's an indicator that people are less are sleeping less on the service hub. Right? I think it's more of an indicator of people like to save money and you end up saving When you do the bundle, right?

Now, to be fair, in that last year that I worked at HubSpot as a SE, I was seeing a lot more people come to HubSpot for the first time trying to run their service team on it than I had in the past, which makes a lot of sense considering the tool grew up as a marketing tool, then kind of transitioned into a sales CRM and

Yeah.

You know, the the you saw Service Hub stuff continue to kind of get piled onto it. And like now it's, you know, it's trading punches with the with the big with the big ones. Right? But do I think the same age old problem that we've seen where, you know, folks still look at customer success or customer support or, you know, any sort of part of the organization that's just dedicated to helping customers is a a moneymaker or like a money pit, they probably still see it as a money pit. And they'd probably rather put a lot more of their money into marketing and sales because to them, it's easier for them to draw a line to this helps us make money versus the more and more we just take care of people, we're wasting money and not making anything.

Right? Which is a really unfortunate way to look

at that. Not the way to look at it.

Not the way to look at it, but unfortunately, it's the way a lot of people look at it.

Right?

You know? So I'd like to see that really change. I'm I'm hesitant to say that it will, given that we're we're we're torpedoing ourselves into some pretty tough economic times and people are gonna be making some decisions on where money goes and what's valuable. And, you know, I don't think that bodes well for the provide good service to people, you know, thing, at least in terms of like the way people are probably thinking about where they gotta cut costs and stuff like that. But I think the folks that really understand the value of doing right by your customers and taking care of your customers and the positive impacts that that have might also realize it's gonna be one of the most important things that they can continue to focus on doing as we head into a time of uncertainty and turmoil and things like that.

Right?

So let's dig into the specific piece of Service Hub that we're gonna be talking about today, which is knowledge base. My Freudian slip gave that away earlier. Oops. But George, what's the TLDR, the quick summary of what knowledge base is, or maybe in your mind, what people think it is versus what it should be?

Well, let even take a step back because I want everybody to realize that, first of all, Max, you're talking about these times of uncertainty, really leans into the conversation about maybe having a system where you can do a self-service experience. More with

less work.

Right? You can provide more with less. And so while we're going to dive into the knowledge base, we can't really have this conversation without talking about the Breeze customer agent. And the fact that the new knowledge base, which I'll allude to here in a minute, can be powered by the Breeze customer agent. And also, if you've been paying attention that, which I'm sure you have been, that the customer agent is actually being pulled outside of even the service hub and going to be kind of like a thing that just can be jamming along the way.

So just, you know, like between Breeze customer agent, between help desk and ticketing, between like omnichannel messaging, between call tracking, and then, of course, knowledge base. Like, there's a plethora of things that you can create a self-service experience

And?

And and augment the humans and the process. Right? Yeah. Max.

And Yes. Not to not to spoil anything. Yeah. But customer agent has a new best friend.

Yes.

Very related to the topics that we're talking about Yes.

Go ahead.

Knowledge base agent. Yes. Which is frankly one of the craziest things I've ever seen.

Yeah. Don't know what to write anyway.

Yeah. It's in your CRM.

Yeah. Like, you know what I mean?

Like, it's there. I'm sure we'll get to it. Yeah. But yeah.

Yeah. So so that's the first thing I wanna do is for anybody who has tried Service Hub historically is the old knowledge base. Like, that's not where it's at. And you really need to think about how to and if you have been using it, how do I go from the historic knowledge base to what is the breach, you know, like the beta version of the knowledge base, because that's where it actually will work with the knowledge base agent, the customer agent, all of that. And so that's the first part.

Knowledge base, listen, literally it's, it's, and people use it in different ways. So I'm curious how Chad and Max will throw down on this as well. But when I think about a knowledge base, it's a place where I can create content that I can use in the service process or people can Google. We've all done this, Googled and we end up at knowledge.hubspot.com and there's a knowledge article. And it's where we can educate people on the intricacies of doing business with us using a product we might have or a service we might provide.

And so it's like step by step. And when I think about the HubSpot knowledge base, it's like, this might be text, it might be image and text, it might be image video and text, it might be links to other things. There's just so much, but think of it as a repository, maybe the cousin or brother or sister, I don't know, use whatever analogy to your blog article. If you're doing some type of resource center with blog articles, it's like that, but different in particularly a deeper customer centered scenario. So that's just knowledge base in general and some some pieces that come to mind.

Yeah. I think the the the way I always like to think about it is that it's a heat shield for your human beings that actually help people with problems. Right? So, like, there's this concept a lot of, like, ticket deflection. Right?

You see it a lot with, like, customer agents, knowledge bases or not knowledge bases. Well, yes, knowledge bases. But you see it a lot with, like, you know, chatbots and and Mhmm. The earliest version was an FAQ section of your website. Right?

It was a list of p a list of questions people asked you frequently. And if they were asking you those questions frequently, it means you were frequently taking people away from doing their job to answer them. Right? And so, like, knowledge base is the ultimate version of that. But it still serves the same purpose.

Sure. We are in an age where people would rather not talk to you human being and find out on their own. So it solves that piece of the utility. Right? But then the big piece is that you gotta remember how much time is taken away from your employees from doing really important hard stuff that they need to do.

Right? Answering the same questions over and over and over and Right? Over So they call that like ticket deflection, right? Where instead of like opening up a ticket and taking someone's time, you're deflecting that away. It's acting as like a heat shield, right?

So you've got all these people coming at your customer service folks with all these questions, but 90% of them can be answered in an article. Right? Mhmm. And the whole idea is that if there's 10% of those issues that are really difficult to solve that you can't just solve with an article or telling people what the answer is, right, it's gonna be really, really, really difficult for your limited amount of customer success people with limited amount of time to be able to focus on those 10% really, really bad issues when they also have to focus on 90% answering the same question over and over and over again. Right?

Yep. So, like, the physics of it is the knowledge base heat shields all of that time and wasted effort that people would spend on bullshit that can easily be answered in an article so they can focus on the tough stuff. Right? And so those really tough problems don't end up becoming really, really big ones.

The only thing I wanna point out though, and this is taking me back to the time when I used to manage a customer service team. And I'm about to bring up one of your favorite words, George, and that's mindset. Well, understand tactically what we're saying about it being like a ticket deflection. I have found like, whether I was training service teams or creating documentation for service teams, the more we use language around the idea of trying to prevent us from talking to our customers, the more I noticed our service teams did not want to talk to people and would actually act annoyed anytime the phone rang, particularly if it was something valid. So there is like, it's a it's all about messaging, right?

Which we know is one of my favorite things. And I'm not saying it's spin. I think it's more important to think about, like, how are we giving our customers the best experience possible and making it easy for them to get their problems solved. I'm not by the way, I'm not saying that you are

No. I get it.

Deflect. Deflect. But, like, I've noticed that little subtle language shift is really important because inside those teams and I used to have to call the people on my team out on this all the time. I'd see one person pick up the phone like, oh God. I'm like, no,

no. Those people shouldn't be working customer service. I

know that's very well.

Straight up.

But that's the thing though, service teams, depending on the size of the organization tend to be very densely populated. So you can have a number of folks who actually would be fantastic in that role, but given the pressure they're usually under, given the fact that they're often under resourced, negative energy and mindsets are incredibly toxic because they are also very contagious even with your best performers. Yeah. And so that's where the language around how you use these tools get so critical Because I had one person, the one person I was thinking of, I'm like, yeah, she didn't last like two to three months, but her damage was lasting.

Sure.

And it started with, well, why are, oh God, these people are so stupid. Why couldn't they

just look

it up

on the site? Like it's, it becomes very problematic very quickly depending on how you talk about what your relationship with your customers is.

Oh, yeah. A 100%. But in but the and the thing is is like a lot of the times when we talk about ticket deflection, yeah, you're there is a there is a concept of, yes, free up their time so they can focus on the really hard stuff too. But there's also this whole, you know, managing burnout and building negative sentiment. Right?

Because think about that same frustrated customer when they pick up the phone seven times in a row for people trying to figure out how to reset their password. Right? That's only gonna make that 10 times worse. Right?

See, I don't wanna hear about a conversation.

It's not about it's not about when I say ticket deflection, a lot of that sounds like we don't have to deal with them. Well, no, it's not that. It's

It's really empowering the customer to handle it. Right?

Yes. All in how we talk about it. Yeah.

Yeah. For sure. And you also like, you have opportunities to create really good experiences for them. Right? Because when they go, wow, I went to their knowledge base and I found an answer to my question in a second and I was able to solve the problem.

That feels way better than, oh, I had to wait on hold to get on the phone with somebody. And they told me something that like ended up being super easy, but it took me five hours to figure out the answer. Right? Oh, yeah. Like, and so like that to me, it's, you know, the the deflection part is more like avoiding all the negative stuff that comes from just having human beings be the bottleneck to be the answer.

Right? And the negative effect that that has not only on the customers, right, but on the actual reps themselves. Like, that is such a grueling job. You get it. You seem probably the

Oh, yeah. I work people.

In the world turn into monsters at the end of the day from answering phone calls. Right?

I mean, you would be surprised. Like so I'll I'll name it. It's been years and years now. I worked at a I ran a customer service team at a very small publisher. It was only, like, three or four of us, and we dealt with the same type of negative energy.

And I was also a supervisor at a call center for Comcast. Like, I had done the spectrum. Oh, yeah.

Oh, I can imagine that you were working on dose. Sorry and that there was nothing that you could do

about it.

I literally was sorry, and there literally was nothing I could do. Like, it was absolutely tragic. So let but what's fascinating about it is that I think some folks listening to this conversation might say, Oh, well, we don't have a big customer service team or Oh, we have a big customer service team. I will tell you the problems were the same. The volume and velocity.

I will say there was a distinct difference in company culture. But like, you see the same things like service teams, whether it's a team of four or a team of 400 across a massive call center floor, you have more in common than you think you do.

Yeah.

Now I wanna move this conversation along here because we've already started dipping our toes into this part of the conversation. But I'm gonna throw this out to all of you and whoever wants to jump in first, go crazy. I wanna know about the biggest mistakes companies are making when they're building out their knowledge base, especially when they're just getting started. I do have a little baby one that is not very exciting, I'm just gonna throw it out. Organize your stuff.

Organize it and name it consistently. It's like when George talks about folders and because you talk a lot about how to do, like, data hygiene and make it proactive.

Yeah.

I have noticed whether it's an internal, only an internally accessible knowledge base, or only an externally accessible knowledge base, how things are titled, how things are structured are entirely dependent on the individual who created that piece because nobody sat down and said, hey, here are the rules. And it makes, if you have a knowledge base that's customer facing, it makes it look really unprofessional.

Yeah.

So that's my little one.

And organization is key. Chad and Max, I'm curious to your answer on this one. I I too have some things that I wanna throw out there, but what do you guys think?

Yeah. I mean, I I I I still hate the argument I hear of people going like, oh, we don't wanna put too much on the knowledge base because then our competitors will somehow be able to destroy it from the inside out. Dumbest thing I've ever heard. Chill out, dude. Like, it's so stupid.

Like, just the thing is just just it's good to have your knowledge base, like, open to the public because, again, like, in this day and age, you know, trying to get a sense of what support's gonna look like is something that people think about when they're buying stuff. Yeah. Right? So, like, show them, hey. We got the answers if you have problems.

Right? Like, if you're unsure how it works, here's a place you can figure it out. Right? Yeah. Instead of this whole like, oh, we think that if someone sees some screenshots and questions about how the product works, that all of a sudden we're going to get destroyed.

If you really think it's that easy to, like, take your company down because you posted some knowledge based articles about how your stuff works, there's you're you're ignoring bigger problems somewhere

else. Right?

Yeah. Yeah. Yeah. Seriously.

So I just I hate I hate hearing that. You know? And it is still there's, like, people that just you know, they did just still just ignore building the knowledge base in favor of just having some insane ticketing system that is difficult to manage. So yeah. Mhmm.

Max, to your point, well, it looks like Chad is about to, like, drop some wisdom there, but I'm gonna let it go

a little more. Yeah. Yep. Buffering.

No. I had a client last week I was working with, and it's still surprising to me how much fear is baked into the content that people and companies will create. So for example, they have an incredibly talented team, a team who is publicly displayed on their website. Everybody knows who they are. And in a piece of content recently, he wanted to talk about the fact that like, when we say our people are greatest differentiator, we mean it.

And then he wrote it and went, no, this is too good. Our competitors are going to come and pick off our people. I'm like, what?

You them. Do the let at that point.

Not gonna talk about this in a piece of public facing content that would help you make money. We ended up striking the whole section. But

Wow. Yeah. Brutal. No.

Crazy. No.

Yeah. Alright. Well, I completed my buffering. I was Buffering. Buffering.

Thank you. Right. It's it it wasn't four k, unfortunately. I mean, I was only buffing buffering four eighty p. But

How's that DSL line holding up?

Yeah. I'm just Cooke. I'm traveling right now. So I guess the old dial up. Yeah.

Know? Can't talk on the second phone line. Anyway, I was thinking like, where my brain's going is, like, actually just in the actual config because, like, obviously, I'm just a turbo nerd. And, like, I've been the guy who's actually, like, set up HubSpot knowledge base, like, the frameworks and the fold like, you know, the folders and the styling and, like, you know, how it's basically like a CMS web page toolkit. Right?

And just for for the listeners out there, if they don't know, like, there was HubSpot knowledge base. I don't know. I'd probably call it point five, to be honest, but there was a v one. And then there's, like, a v two knowledge base, right, that they have where it has additional styling and a better drag and drop manager and more options. And, like, that knowledge base, if you were on the old one, even though they released a new one, you had to, like, create a brand new one from scratch to get on the v two.

But now they finally have like a migration tool where they can migrate your old one to the new one. So if you were stuck on the old one, saw the new one, couldn't get on it, keep in mind there's a migration tool now. But it has to do with like really making your knowledge base feel like your brand, which I feel like is a little bit difficult in the HubSpot knowledge base, if I'm being perfectly honest. Like, I feel like I can't get it, you know, just stop, like style, like, oh, like the webpage, you know, you really got to like put a lot of dollars into it if you want to try and get the HubSpot knowledge base styled more differently. I know there's some like themes and templates and things out there, but like usually your website theme company doesn't always pump out a knowledge based theme in addition.

Right? Or anything like that. Right? So it's hard to get it to really feel like the same functionality or like same, same persona, I suppose, as your brand. It almost feels like it's the, the I don't know how to say it.

Like, the the offshoot, the less well kept, you know, less looked after little website page that is on a subdomain, you know, help.yourdomain.com or whatever.

It's like showing up and, like, it's that movie where you're driving out west and you end up at the gas station, and you're like, yep. Wouldn't go up the hill. Like, it's just like, okay. Where am I now?

Oh, the knowledge base is up the hill. I mean, it's cool. Yeah. Once you get up the hill, now there's, like, the customer agent where you can ask it questions, and it'll scan the knowledge base for you because the search is typically stunk. You know?

But now, like, the the customer agent can be trained on your knowledge base articles. That's particularly helpful. Right? And, like, the chatbot is way better than it used to be. And they even added another thing where you can, like, in the chatbot directly search knowledge base articles without having to go dink around in the knowledge base, which is also particularly helpful if you have a specific service chatbot you wanna deal with.

There's a lot of really great features making the the spooky thing over the hill, you know, a little better. Right? And a lot better experience than it used to be, which, again, is why I continue saying that, like, we're really starting to trade blows at a meaningful level with the bigger players in this particular category, especially, like, around even the in getting the information to the customer. But right now, all it is is, like, a repository of web pages that isn't as, aligned with your brand as I feel like you would want it to be stylistically. Which

which which, by the way, I'll actually throw out there a couple of things. First of all, time flies when you're having fun. But if you if you go to your, like, HubSpot portal, go to the right hand menu, go to product updates, and filter by app, and that's knowledge base and products, starter, whatever, you're gonna see customization tools. Launched, let's see, March 12. So what's today?

Later than that. It doesn't matter. Who knows when you're listening to this? Customization tools for the new knowledge base, right? And it does talk about themes, talks about navigational menus, it talks about the editor, it talks about management.

So I think it would behoove you to go dive into that and see what you can do with that. There's also some additional article links in there that you can dive in a little bit deeper. But holy crap, I can't believe that we're almost running out of time. And I want to be as the content kind of nerd guy or communication nerd guy, which by the way, I think Max, Chad gave you your next hat idea with he said, what did he say? I'm I'm a I forget.

Nerd. How how did you call yourself?

I don't know. Something about a turbo nerd.

Turbo

nerd. Think that I'm a turbo nerd. I think that's a new hat idea. But I want to talk about cursive knowledge for a second. Because when you go to write these articles, what I would beg you to add in is the mindset of simplifying the complex, because you can't write a knowledge article based on your expertise to show off how knowledgeable you are about the thing.

You have to write the knowledge article in a way that I, the human, the non technical person, the person that doesn't work there, the person that doesn't even know that I should reboot before I call you, that kind of person. Like, can just read it and I get it. So you've got out of your curse of knowledge. And I don't know if this is by having somebody else that is not you write the words that you dump out of your brain, or if you use some type of AI assisted solution to just simply say, Hey, take this information that I, the Turbo Nerd, have put in here and simplify the complex for the humans that might be reading it. It's totally up to you.

But we've got to step out of the curse of knowledge and we've got to, especially for customer knowledge based articles, simplify the complex. This is one thing that I will say that I love about what HubSpot is doing too, is like you can have an article and then link to or show a video because it's easier to show some things than to tell some things. Anything you tell needs to be simplified. Anything you show should be simplified, but can go to the next level. So if you start to think about that in like putting those kind of mindsets, if you will, in your arsenal of content creation around knowledge articles, you will be far better off because here's what's worse.

I, the customer am frustrated. I have a question. I Google it. I read your knowledge article. I am now even more confused and more frustrated.

And now I get on the call. Oh my God. Like, please do everything you can to make me less confused and less aggravated, even if I do still have to call.

George, I have to double click on that so hard because I was going to bring that up. So another company I worked at for customer service was Living Social. I was the team lead in one of their customer, in their customer service department, But that was also actually where I got into copywriting because I noticed that we were creating internal and external documentation because we used to do like massive national deals for like Starbucks and like people would go nuts and we were getting flooded with calls. And the difference in service level that we were able to provide customers when we went from here's the deal, these are the details, this is what you need to know, to creating a piece of content, a piece of documentation that made it easy for them to understand the what, the why, the how, and visuals. Like it changed everything in terms of what we did.

The other thing too that you brought up is that the curse of knowledge is very real. Think we see this in regular content, not just customer service content. But you should have the same content strategist mindset when you are creating a piece of content for your knowledge base. If it's front facing, those are the same customers you are marketing and selling to, my guys and gals and everybody else. They are the same people.

They are human beings who now actually have a real acute problem, right? Empathy, understanding, making it easy for them to understand. George, everything you said there, simplify the complex. Like, it is baffling to me that once we have customers sign on the dotted line and however the way they do it, best of luck femme for yourselves. Hope you like this Wikipedia that hasn't been updated in seventeen years, right?

Like it's God anyway.

Yeah. Well, one thing that I want to at least dovetail into the writing or creation of these articles and then we can go because you're passing off to Max. Max alluded earlier, the knowledge based agent. I just want to dip my toe in the water here. Literally, I'm going to just, if you're listening to this and you don't know what it is, the Breeze knowledge based agent leverages the customer agent that we again quickly alluded to at the beginning of this to find knowledge gaps and support tickets to create article drafts.

It will create article drafts. Now, do you need to go and check those? Do you need to think about the things that Liz said? Do you need to simplify the complex and empathy and all that? But the Breeze Knowledge Base Agent leverages customer agent knowledge gaps and support tickets to create article drafts for your knowledge base automatically.

You can simply review the article content, make edits, hit automatically automagically. I should have said that. Thank you. You're welcome. Sorry.

Can we get a good humans?

Oh, see, for your- Humans.

There we

Your customers, if you will. So again, you can simply review the article, the content, make edits, and then hit publish. So in a world where we're saying a lot has changed, this is one of the major things that have changed because there's automagically some new content that you didn't know that you needed that could be a knowledge article that you can then make amazing. All right, I'll shut up, Max or Liz or whoever.

I've lost track of the question.

It's okay. So it's what are the biggest mistakes companies make when they're building up their knowledge base?

Didn't he go first?

I feel like I did.

Yeah. It was Max, then Chad, then me.

I just don't want this to end, guys.

I think it's me.

I think I have to listen to I have Hub Hero's anxious attachment style. That's clearly the issue here. But you know what else is the issue here, guys? We now find ourselves in a cute little scenario in which there will be a part two to this conversation. Now I am gonna tease something out for our audience though.

Part two isn't gonna be coming next week, but next week is when I want you guys to do one of my favorite Georgisms, which is to grab a snack and a backpack and probably a pen and paper because we're gonna be all over the HubSpot map next week. So I am very excited about that episode. I'm not gonna tell you guys what it is. These gentlemen know. We all know.

We're all preparing. But George, help us close out part one of this knowledge based conversation. What's the one thing you want people to walk away with or 14 things depending on how you're feeling this week?

No. One thing. Put yourself So proud. Put yourself in your customer's shoes, figure out what they need to know most to get the best out of whatever it is you're providing, and then use the HubSpot tools to create the dopest knowledge article, customer agent, knowledge agent, ticket pipeline, help desk, service hub related process that you might already be paying for just because you got a discount and put it into place. Okay, hub heroes.

We've reached the end of another episode. Will Lord Lack continue to loom over the community, or will we be able to defeat him in the next episode of the hub heroes podcast? Make sure you tune in and find out in the next episode. Make sure you head over to the hubheroes.com to get the latest episodes and become part of the league of heroes. FYI, if you're part of the league of heroes, you'll get the show notes right in your inbox and they come with some hidden power up potential as well.

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