What you didn’t know about self-service: 5 departments that benefit, too
Self-service positively impacts every department within an organization, not just your team of agents or the customers they’re working hard to serve. When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up. Here's how.
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 utilizing 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. Here's how to be a customer service hero by leveraging SEO, or search engine optimization, to improve your ticket deflection rate and more.
Why it’s worth having your own branded community
There are many surprising benefits to hosting a branded community in addition to supplementing a help portal, including better SEO, knowledge sharing, customer engagement, and more
Agilyx partners with Zendesk to scale for size and international growth
Agilyx helps its customers adapt quickly and cost-effectively in the face of change, and has taken the same approach to its own customer service
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
How Zendesk customers benefit from self-service
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
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
Shaving down ticket volume with Answer Bot
Dollar Shave Club earns a 25% resolution rate with Answer Bot, freeing up agent time for extended chat support hours and other projects
Mortgage Coach’s fast, easy support with Zendesk Chat
Using Zendesk products, Mortgage Coach has been able to serve an expanding customer base and encourage more volume while maintaining its team of trainers and support advocates
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.
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.
From Sloane Square to SaaS: A support advisor’s journey at John Lewis Partnership
Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support
FAQ-page design: Be savvy about self-service
With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.
Machine learning: a new potential in customer service
We’ve highlighted some of the potential innovations coming to customer service by way of machine learning
Building trust with automatic answers
Automatic answers are exactly what they sound like: they’re answers that are immediately given to a customer without any agent interaction
How PlanGrid empowers the construction industry with Zendesk Support
PlanGrid believes that impeccable customer service is the lynchpin to a lasting and healthy relationship with customers. To build that relationship, every person they interact with should be treated with
Raise your ticket deflection ratio with smart self-service
It’s time to demystify ticket deflection and improve your deflection ratio
For FabFitFun, subscriber growth means scaling up customer service
With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth
Ticket deflection: the currency of self-service
New tech and tools are making self-service a better option for customers and businesses. It’s easier than ever to vastly improve ticket deflection
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