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Most teams have the same experience with their knowledge base. You set it up with the best intentions, keep it updated for a few weeks, and then real life takes over. Product updates get shared n Notion. Pricing changes live only in someone’s notebook. A teammate updates the product and forgets to change the docs. Before long, the knowledge base becomes the last place anyone checks. And often, updating the knowledge base becomes part of someone's job.
The problem is that accurate, best in class customer support only works if the knowledge behind it is accurate. When information becomes stale, you run the risk of sharing outdated or even incorrect information with customers.
We wanted Hoop to solve that problem at the root. Not by giving teams another place to manage a knowledge base, but by doing the work for them.
How it works
Here's how your knowledge base gets created:
- When you set up Hoop, you connect your support inbox. Hoop uses the context in your email history and any files you provide and turns that into your starting knowledge base.
- As Hoop drafts replies to incoming messages, you can adjust anything that needs to change. Hoop notes these edits as signals.
- At the end of each day, Hoop sends you a short digest with suggested updates to the knowledge base based on everything it observed. You can accept, reject, or edit each suggestion.
- Once you approve the changes, your knowledge base gets updated.
This means your support stays accurate without anyone having to maintain a separate system. It also means your answers get smarter every day based on the work you are already doing.
Why this matters
Keeping a knowledge base fresh is one of the hardest parts of running great support. It is tedious. It is time consuming. It gets deprioritized. Yet it has a huge impact on accuracy.
With this update, Hoop takes the job off your plate. The knowledge base becomes a living system that evolves as your business evolves.
If you want to see it in action in your own inbox, you can try it here.
