Everyone is an SME in the self-service economy
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
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
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
Introducing Answer Bot
A a new way for customers to find the answers they seek even faster – introducing Answer Bot.
3 of the best knowledge management examples
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?
The latest innovations in artificial intelligence will showcase features with big upsides for agents
5 best practices for designing a knowledge base
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
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
It’s time to demystify ticket deflection and improve your deflection ratio
3 ways to achieve better self-service
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
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
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
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
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
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!
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
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
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
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
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
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
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
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
3 tips for providing great customer self-service at scale
A great way to keep your customers happy (and cut down on tickets) is to make it easy for customers to find their own answers. Here are three tips for giving your customers a great self-service experience, even if