A resource hub is a centralized place where companies can provide customers with information, tools, and resources related to their products, services, or overall brand. You can add a resource hub to the company website, online community, or platform where various resources are compiled for specific audiences.
Resource hubs serve multiple purposes that can help a business succeed. First, they educate consumers about products and services, increasing brand awareness and understanding of them.
They can serve as an information recovery tool that a customer can use to "recover" that information through guides, FAQs, and tutorials to re-educate themselves without contacting support for assistance. These educational hubs also provide support and troubleshooting guidance, acting as a sort of self-service portal where customers can help themselves rather than contacting customer support.
By offering valuable resources to customers, businesses can help them effectively utilize their products, enhance the overall user experience, build trust, and foster long-term relationships.
Traditional support channels, such as live chat or support tickets, are reactive and involve one-on-one interaction where customers reach out with a question or issue they're experiencing. The support staff then offers a response or resolution, focusing on addressing immediate concerns after the fact.
On the other hand, resource hubs are proactive support tools designed to help customers before issues arise by providing them with comprehensive information about a product or service. Unlike traditional support, they're accessible because they're publicly available, allowing customers to help themselves and at their own pace.
A resource hub centralizes information and resources into a single location and may contain FAQs, e-books, e-guides, articles, videos, webinars, forums, and other tools that provide customers with answers to their questions or concerns.
Customers that use resource hubs want to solve issues on their own; they don't want to wait for a customer service agent. By enabling self-service, resource hubs allow customers to access information whenever they want, enhancing overall satisfaction and the user experience.
These customer education tools foster knowledge sharing by creating an environment where users can learn from resources and each other.
Forums and community sections allow them to post questions, share experiences, and offer solutions without the help of a customer service agent, empowering them while helping businesses identify common customer concerns or issues.
Identify the target audience and their support needs
Before creating a resource hub, you should learn everything there is to know about your target audience. Understanding their unique needs and pain points can help you create more effective content. As you know, businesses cater to various market segments, and each category has its specific pain points and requirements.
Understanding your target audience doesn't just tell you their demographics; it helps you understand their challenges, goals, and the overall journey they have with your products or services.
Once you've identified your target audience's pain points, you can tailor the resource hub content to different segments to meet their needs. The goal is to create content that addresses their pain points, fills knowledge gaps, and helps customers effectively utilize products and services.
For different audience segments, this might mean creating different types of content, including guides, infographics, video tutorials, and FAQs. You should also organize the content to make it accessible. Your resource hub might include different tabs that allow users to choose their industry, product, or content format.