For a deeper dive into the benefits of customers helping themselves, we highlighted five of our customers and their use cases related to self-service

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

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

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

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.

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

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

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

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

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

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?

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

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

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

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

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

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

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

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

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 […]

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

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

There are many decisions behind designing a Help Center—both aesthetic and data-driven—that range from defining objectives to structuring content to adding custom touches

You may already know you need a great knowledge base, but who’’s going to take responsibility for keeping all that content up to date and and relevant for your users? If you’’re wondering if you can spread the load across the team you already have, you’’re not alone.