How to take a customer-facing approach to your internal knowledge base
Self-service portals are proven ways to save agents and customers valuable time when they have questions. More and more companies find that an internal knowledge base helps accomplish the same thing for employees. If you’re on the cusp of implementing one company-wide, here’s how to optimize a knowledge base for internal use.
Collaborate across your ecosystem with Side Conversations
Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.
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.
International relations 101: The keys to multilingual support success
Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.
De-stress the change management process
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Be ready for anything: support forecasting and scheduling
Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.
How Strava cracked mobile support and engagement
Strava creates fiercely loyal customers using a single, cross-device communication flow. Here’s how they do it.
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.
Differentiate your brands with unique help center experiences
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.
The dynamic, long-term impact of self-service
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
Tap into the right self-service analytics to measure success
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future.
The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Happier agents go with the flow
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
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.
Building real relationships through technology
BombBomb uses video—and Zendesk Support, Guide, and Chat—to rekindle a sense of human connection with its customers
Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
How to set up support tiers
Truly customer-driven support teams are often organized into tiers built around specific skills and levels of experience
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything.
Growth requires change
Company growth yields many opportunities and challenges. Recognizing this ahead of time can keep your business on track.
Vacation-ing the premises
Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.
6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support.
Raising the bar: 4 more leaders in customer service
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Scaling and sustaining your customer service organization
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and sustaining your customer service organization