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.
What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
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.
Be the type of tech support team you want to interact with
The numbers speak volumes: CircleCI reduced its FRT by 78.5% and improved its self-service to ticket ratio by 138%. The team also built an open source integration with Slack that they're willing to share.
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.
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.
Figuring out “what happened?” with descriptive analytics
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they’ll need descriptive analytics.
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.
5 Customer experience trends for 2018
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
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.
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.
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.
Keeping gamers in the game through customer service
With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.
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 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