The data-driven path to building a great help center
Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.
Three things to consider when offering self-service
The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness
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.
Introducing Content Cues for Zendesk Guide Enterprise
We made it easier to create the help content that customers are looking for – introducing Content Cues for Zendesk Guide Enterprise
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.
5 Customer experience trends for 2018
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, so we highlighted the 5 must-haves features that ensure every customer can be heard.
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
Why it’s worth having your own branded community
There are many surprising benefits to hosting a branded community 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
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