Introducing Answer Bot

August 15, 2017

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

3 of the best knowledge management examples

July 28, 2017

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

July 6, 2017

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

July 5, 2017

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

June 23, 2017

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

June 22, 2017

We’ve highlighted some of the potential innovations coming to customer service by way of machine learning

Building trust with automatic answers

June 16, 2017

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

June 13, 2017

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

June 7, 2017

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

For FabFitFun, subscriber growth means scaling up customer service

June 1, 2017

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

May 22, 2017

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

May 5, 2017

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

May 2, 2017

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

March 23, 2017

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

March 23, 2017

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?

Conduct an honesty audit: Learn from customer feedback

January 19, 2017

Customer feedback is important, but what you do with that feedback is even more important. Here’s a look at how the customer service team at Zendesk took a couple of bad situations and turned them around

Everything you need to know before launching your community

July 21, 2016

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

Get personal with profiles in Help Center

June 20, 2016

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

June 13, 2016

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

June 8, 2016

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

April 20, 2016

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

Tip of the week: Notify customers of a post or comment converted into a ticket

March 29, 2016

One of the coolest features in Zendesk Community V2 the ability to create a ticket from a post or comment, and that’s what we’ll talk about in this tip of the week

Tip of the week: Making the move from Web Portal to Help Center (it’s really not that scary)

March 1, 2016

Migrating from Web Portal to Help Center can seem daunting but this Tip of the Week from Jake Bantz makes it easy

How Brayola’s customer service team became every girl’s best friend

February 23, 2016

Many items are fun to shop for—wide-brim, floppy hats, lacy skirts, motorcycle jackets, chunky scarves, cowboy boots. The list goes on, virtually to infinity, except for one item