Self-service communities help customers find the information and answers to their questions themselves, and keep them engaged with your company and one another. In fact, according to recent research by Forrester, 72% of customers prefer self-service to resolve their support issues over picking up the phone or sending an email.
In Zendesk, you can foster self-service with a customer portal that presents a knowledge base with FAQs and community forums to share ideas. By empowering your customers to resolve their own service needs, you can reduce support tickets and costs for your business.
Pinterest loves it
“Zendesk’s customer portal allows us to provide a modern and fully functional support experience to pinners–even on mobile devices. No matter how they’re accessing Pinterest, pinners can review known issues, search and navigate knowledge base content and submit requests for assistance.”
Help your customers help themselves no matter where they are. Zendesk’s mobile-friendly customer portal interface allows your customers to easily browse your company’s knowledge base and community forum content or submit ticket from any mobile browser.
Build a knowledge base and community forums to provide faster self-service, and suggest relevant article topics to customers before they even submit a ticket with Zendesk’s ticket deflection feature–saving your agents time and creating a more efficient workflow.
Track what your self-service customers are searching for and which articles are helpful and which are not. With Zendesk’s forum and search analytics, you can gain insights into the effectiveness of your knowledge base, and optimize for better self-service.
What our customers are saying
“Zendesk is the perfect fit for us because of its ease of set up and self-service. We love the simple way to track customer feedback.”
“Zendesk’s forums have let us turn support into a community activity. By tapping into the knowledge of our user base, we can provide the right answers sooner, without increasing our headcount.”