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        Topics

        Knowledge Base and Self-Service

        Introducing Content Cues for Zendesk Guide Enterprise

        April 3, 2018
        Agent experience AI Guide Knowledge Base and Self-Service

        We made it easier to create the help content that customers are looking for – introducing Content Cues for Zendesk Guide Enterprise

        Everyone is an SME in the self-service economy

        February 5, 2018
        Agent experience Customer experience Knowledge Base and Self-Service Team management

        The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.

        5 departments (other than support) that benefit from self-service

        November 27, 2017
        Customer service leadership Knowledge Base and Self-Service Team management

        When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up.

        What we’re learning from Answer Bot

        November 6, 2017
        AI Guide Knowledge Base and Self-Service Workflow Zendesk Products

        At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot

        Introducing Answer Bot

        August 15, 2017
        AI Guide Knowledge Base and Self-Service Product Announcements Zendesk Products

        A a new way for customers to find the answers they seek even faster – introducing Answer Bot.

        3 of the best knowledge management examples

        July 28, 2017
        Guide Knowledge Base and Self-Service Zendesk Products

        Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.

        How will artificial intelligence assist customer service agents?

        July 21, 2017
        AI Knowledge Base and Self-Service Proactive Support Productivity Workflow

        The latest innovations in artificial intelligence will showcase features with big upsides for agents

        5 best practices for designing a knowledge base

        July 6, 2017
        Admin Tips Guide Knowledge Base and Self-Service Zendesk Products Zendesk Tips

        When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices.

        How AI is shaping the latest customer support trends

        June 14, 2017
        AI Customer service leadership Knowledge Base and Self-Service Proactive Support Productivity

        With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing

        Raise your ticket deflection ratio with smart self-service

        June 7, 2017
        Guide Knowledge Base and Self-Service Support Zendesk Products

        It’s time to demystify ticket deflection and improve your deflection ratio

        3 ways to achieve better self-service

        May 5, 2017
        Customer Support Guide Knowledge Base and Self-Service Zendesk Products

        Most customers would rather help themselves than reach out to an agent. In order to deliver the support experience customers want, companies are expanding their online self-service capabilities

        Introducing Zendesk Guide

        May 2, 2017
        Guide Knowledge Base and Self-Service Zendesk Products

        To help customers take their self-service to the next level and establish a successful knowledge management practice, Zendesk is proud to launch Guide, a smart knowledge base for better self-service and empowered agents

        Fine tuning: the best ticket is the one that’s never created

        March 23, 2017
        Customer experience Guide Knowledge Base and Self-Service Support

        In our last Fine Tuning session, we took a look at building ideal workflows so that every ticket is solved as efficiently as possible. This month, we take the conversation a step further by asking, “How do we prevent ticket creation in the first place?” A good self-service strategy can have a major impact on customer loyalty, support costs, and customer satisfaction

        Beyond FAQ: how support can create great customer experiences

        March 23, 2017
        Best Practices Customer experience Guide Knowledge Base and Self-Service

        A well-designed FAQ that matches the look, feel, and tone of the business should be top of mind for any company with a digital presence. We know it’s how customers search for information and it’s often the first place would-be customers go for details when sizing up their options for goods and services. But what about the impact of other channels, beyond the FAQ, on customer service?

        Tip of the week: A guide to Help Center for Web Portal users

        August 30, 2016
        Admin Tips Knowledge Base and Self-Service Zendesk Tips

        This Zendesk Tip of the Week will help you transition from Web Portal to Help Center

        Everything you need to know before launching your community

        July 21, 2016
        Community Guide Help Center Knowledge Base and Self-Service

        We all belong to communities. Some are small and intimate, like our families. Some are massive and managed digitally, like LinkedIn. Regardless of their shape or size, these

        Community Tip: Deleted your help center content? Not to worry!

        June 28, 2016
        Help Center Knowledge Base and Self-Service Zendesk Products Zendesk Tips

        This Community Tip from Felix Stubner will help you with a quick way to restore your Help Center content if it is accidentally deleted

        Get personal with profiles in Help Center

        June 20, 2016
        Guide Help Center Knowledge Base and Self-Service News Product Announcements Zendesk Products

        Thriving communities are built around people having real connections with each other. That’s why we’re introducing profiles to Help Center, making it possible for community members to share relevant information about themselves

        Meet “Copenhagen”, Zendesk’s new responsive Help Center theme

        June 13, 2016
        Guide Help Center Knowledge Base and Self-Service News Product Announcements Zendesk Products

        Today we’re releasing the Copenhagen theme for Help Center. We’ve redesigned it from the ground up, with self-service best practices

        3 ways to get your Help Center in shape, featuring Lumo BodyTech

        June 8, 2016
        Guide Help Center Knowledge Base and Self-Service Zendesk Products

        Chances are, your Help Center could be working—or working out—harder for you. Here are three exercises to optimize your Help Center for better performance and

        6 steps for measuring self-service success

        April 20, 2016
        Guide Help Center Knowledge Base and Self-Service Zendesk Products

        When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get our Help Center in tip-top shape and to build a better self-service experience. Here are the six steps we found worked for building a robust self-service

        Finding what matters: How Tile zeroes in on the customer voice

        March 3, 2016
        Community Knowledge Base and Self-Service Live Chat Software Zendesk customers

        Wouldn’t it be great if we never left our keys in the back of an Uber or our wallets behind at a restaurant? It can be hard to keep track of the little things in life, even when the little things are indispensable

        Community tip: Reporting on KCS actions within tickets

        June 30, 2015
        Admin Tips Help Center Knowledge Base and Self-Service Zendesk Tips

        If you are interested in applying Knowledge Centered Support (KCS) principles to maintaining your Help Center content, this tip of the week is for you. One of the major reporting elements for Knowledge Centered Support is the ability to measure how a support article has interacted with a ticket. In this tip, I will show […]

        Self-service is anything but boring. Introducing our #BestHelpCenters

        March 20, 2015
        Guide Help Center Knowledge Base and Self-Service Zendesk Products

        Studies show us that more and more customers prefer self-service over contacting a support agent. In fact, 91% of those we surveyed said they would use a knowledge base if it met their needs. But how would that number increase if your Help Center not only their answered their question, but also tickled their creative fancy? That’s the question we set out to discover

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