Beyond client emails: The rise of resource hubs

For years, accounting firms have relied heavily on email communication to inform their clients about complex topics such as new legislation, tax updates and regulatory changes.

However, the limitations of this approach have become increasingly apparent. Long emails are often skimmed over or ignored entirely. This leads to a cascade of follow-up queries and a drain on staff resources.

Sound familiar? This gap in client communication has spurred the need for a more efficient and client-friendly solution. Enter the Client Resource Hub — a simple, but powerful web-based platform that is transforming how CPAs engage with their clients.

What is a Client Resource Hub?

A Client Resource Hub is a dedicated section of your website that serves as an easy-to-skim central repository of information for your clients. Think of the hub as an online library where clients can access relevant documents, FAQs and updates at their convenience. At its core, the hub may seem like just a landing page. But rebranding it as a “Resource Hub” clarifies what it means to your clients and your team.

A hub is not static like many accounting firm websites; it evolves continuously to keep pace with the ever-changing landscape of accounting rules and regulations. I’ve seen no better way to ensure that clients have access to the latest information and updates they need.

Hub in action: The Corporate Transparency Act

Take the newly introduced Corporate Transparency Act. The CTA will require any one of your individual clients who owns or controls at least 25% of the ownership interests of a reporting company to file a disclosure form with the Financial Crimes Enforcement Network. This may be upsetting and confusing to many of your clients. To put their minds at ease, see how our firm set up a CTA resource hub on our website:

This simple, accordion-style landing page will save us from hundreds of emails, phone calls and text messages from clients all asking similar questions. Firms that adopt the hub approach can provide clients with an easily navigable resource, detailing what the Act means for them, the steps they need to take and answers to other common questions. This not only empowers clients with information, but significantly reduces repetitive inquiries directed at your staff.

Advantages over traditional methods

Here are just some of the other benefits of a client resource hub: 

1. Enhanced accessibility: Information is available 24/7, allowing clients to find answers at their convenience.
2. Reduced workload: It decreases the number of individual queries that professionals need to respond to.
3. Dynamic content: The hub can be updated in real-time, providing the most current information.
4. Client empowerment: The hub enables clients to be more proactive and better informed about their financial matters.

Other use cases for a resource hub

Here are some other ways your firm can utilize a resource hub:

• Tax season: Consider a FAQ section for clients, along with relevant links to the client portal and any relevant tax updates for tax year 2023.
• Niche marketing: Do you want to focus on a certain type of client? Create a resource hub just for that subgroup that shows you understand their industry and the unique issues they face. Customize the imagery, FAQs and terminology just for this sector. 

Implementing a client resource hub

Setting up your hub is simpler than you might think. It involves selecting relevant topics, creating content (like FAQs, articles and resource links), and then integrating the hub into your firm’s existing website. Collaborating with your marketing or IT teams can ensure the hub is both user-friendly and informative. 

Adopting your hub signals an important shift in your client service strategy by providing more interactive, client-centered approaches. By providing a resource that clients can engage with at their own pace, accounting firms are utilizing resource hubs to foster stronger, better-informed client relationships.

Client resource hubs are a significant step forward when it comes to sharing important news and updates with your clients. By moving beyond the traditional email (and overflowing inboxes) CPA firms are embracing a future in which information is more accessible, client relationships are strengthened, and efficiency is enhanced.

How are you sharing important resources with clients? I’d love to hear from you.