Knowledge management maturity: Tips for leveling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
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.
Keep your knowledge base healthy with the newest innovations
The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.
Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.
Introducing Guide Enterprise
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands
Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
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
4 industry leaders on how they use the Knowledge Capture app
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re each using Zendesk Guide and the Knowledge Capture app
SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too.
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
Keep support knowledge fresh and useful
Knowledge is the product that your support team owns and builds every day
5 benefits of turning know-how into knowledge
To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out
Knowledge management is power—and empowering
Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?
5 best practices for designing a knowledge base
Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple.
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
A Closer Look: In search of the perfect search experience
In the summer of 2013, Zendesk sent its first official NPS survey and the answers made one theme clear: as an agent working in Zendesk, our search sucked. How did we make it better? Take a closer look at the process
Tip of the week: improve your Help Center with dynamic content
In the latest tip of the week, I’m going to show you how to create a Dynamic Content item to dynamically change your Help Center’s design based on the customer’s language
Knowledge bases and forums: what’s the difference and does it matter?
Customers today expect to be able to come to your website and discover the information theyre seeking on their own and even to engage with their peers in your support community
SEO for Zendesk Support
Many tools already exist to help you deflect tickets and encourage self-service on your Zendesk. Here at Line2 we have found that Search Analytics in addition to Google Analytics have assisted us in becoming a customer-centric company
Improvements in search for more intelligent self-service
Recent studies tell us that more and more customers prefer self-service over contacting a support agent; and as the below infographic illustrates, a whopping 91% say they would use a knowledge base if it met their needs
We’ve Been Watching You…And Improved Our Knowledge Base Accordingly
Our knowledge base is intended to be a bastion of information and knowledge for our customers. We want you to always get the most out of them. And after careful monitoring of our users’ habits, we went ahead and reorganized our forums based on the information that you use most. How did we do this? […]