Enclave is a build-to-rent operator focused on delivering high-quality resident experiences, with customer service at the centre of its brand.
The challenge
Enclave’s team are known for strong customer service, but as the business grew, they wanted to protect that standard without creating unnecessary pressure on the team.
Residents & prospective residents were regularly asking questions about everything from tenancy details to day-to-day living. Many of those questions were important, but also repetitive.
Common queries included:
- How to book a viewing
- What is included in the rent
- How to collect keys
- Where to find tenancy information
- How to access resident services
Each question needed a clear answer, but not every enquiry needed a one-to-one conversation.
Enclave needed a way to make routine information easier to find, reduce repetitive enquiries & free the team to focus on the more complex conversations that benefit from a human response.
What we did
We built a full HubSpot knowledge base from the ground up, designed to help customers self-serve answers while giving Enclave’s team a reliable source of approved information.
Question mapping & content structure
We started by working with Enclave to create a complete list of real questions residents & prospects were likely to ask.
In total, we mapped 377 questions, then organised them into 114 different categories & subcategories. This structure became the foundation of the knowledge base.
- Mapped 377 customer questions
- Grouped queries into logical categories
- Created a clear navigation structure
- Built the foundation for customer self-service
This ensured the knowledge base was built around real customer needs, rather than internal assumptions.
Knowledge base article creation
Once the structure was agreed, we created the content for each article.
We used client-provided information, existing website copy & relevant industry context to create clear, helpful answers. ChatGPT was used to support drafting, with a detailed brief covering article structure, tone of voice, useful references & content rules.
Every article was then reviewed & refined before being prepared for upload.
- Created 377 knowledge base articles
- Produced over 56,000 words of support content
- Used approved client information as the source material
- Reviewed articles before publication
The result was a comprehensive support library written in a consistent, customer-friendly voice.
HubSpot knowledge base design
We built the knowledge base directly in HubSpot, making sure the design followed Enclave’s brand guidelines.
The aim was to create a resource that felt like a natural extension of the Enclave customer experience, rather than a generic help centre.
- Designed the knowledge base in HubSpot
- Applied Enclave’s brand guidelines
- Imported articles category by category
- Checked formatting, structure & usability before launch
This gave customers a clear, branded place to find answers quickly.
AI-ready customer service content
Because the content lives inside HubSpot, it also supports Enclave’s AI-powered customer service tools.
The knowledge base gives those tools a reliable source of approved information, helping the team respond to incoming queries faster & more consistently.
- Created a single source of approved support content
- Enabled AI tools to suggest responses from knowledge base articles
- Improved consistency across customer replies
- Gave the team a faster starting point for support conversations
This extended the value of the project beyond public self-service, supporting the internal team as well as customers.
The outcome
Enclave now has a fully fledged HubSpot knowledge base containing 377 articles & more than 56,000 words of helpful content.
Customers can find answers to common questions without needing to contact the team, improving the experience for residents & prospects while reducing repetitive enquiries.
The project also gave Enclave’s customer service team a stronger internal support resource. With approved content available inside HubSpot, AI-powered tools can suggest accurate responses & help the team move faster.
The project delivered:
- 377 support articles created
- 56,000+ words of helpful content produced
- A branded HubSpot knowledge base built from scratch
- Faster access to answers for residents & prospects
- Better support for AI-assisted customer service
Most importantly, Enclave turned a high volume of routine questions into a self-service resource, giving customers answers on demand & freeing the team to focus on the conversations that matter most.
