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

Community Tip: Facebook Messenger integration for Help Center

February 2, 2016

Martijn Snels of pluscloud explains how his team embeds a Facebook Messenger button in the Help Center. With the introduction of Facebook Messenger Page Plugins, this is now possible.

Let’s get personal! How to showcase your support team on your Help Center

April 3, 2015

Your customers may wonder who they’re really talking to when they reach out your customer support for help. Fear not, we’ll show you how adding personality to your Help Center is as easy as 1 – 2 – 3.

Self-service is anything but boring. Introducing our #BestHelpCenters

March 20, 2015

Studies show us that more and more customers prefer self-service over contacting a support agent. In fact, 91% of those we surveyed said they would use a knowledge base if it met their needs. But how would that number increase if your Help Center not only their answered their question, but also tickled their creative fancy? That’s the question we set out to discover

Multiple brands, one Zendesk: introducing Multibrand

March 17, 2015

Whether you’re a local shop or an international conglomerate, consumers expect your brand to stay consistent throughout their experience of doing business with you. That expectation provides a special challenge for

3 tips for providing great customer self-service at scale

February 24, 2015

A great way to keep your customers happy (and cut down on tickets) is to make it easy for customers to find their own answers. Here are three tips for giving your customers a great self-service experience, even if

3 most popular community tips

February 9, 2015

The votes are in! The Zendesk community forums have been buzzing with great ideas. We asked our customers to pick their favorite

Tip of the week: fine-tuning your Help Center

April 7, 2014

Give your customers the best self-service options by maintaining a fine-tuned Help Center

Tip of the week: understanding your customers’ self-service experience

March 24, 2014

As the next tip in our best practice series for Help Center managers, we’re focusing on how you can use Google Analytics to gain a better understanding of your customers’ step-by-step journey in your Help Center

Tip of the week: using Google Analytics with Help Center

October 7, 2013

With the launch of Help Center, our new customer facing portal, there’s a change in how Google Analytics needs to be configured to track your customer data in Zendesk

BetterCloud: better communities with Help Center

September 11, 2013

Since day one, the customer has been top of mind for BetterCloud. We are a provider of cloud management and security tools for Google Apps

Tip of the week: building a thriving Help Center

August 26, 2013

In a recent survey, 67% of respondents said they prefer self-service over speaking with a representative

Six questions to ask before setting up your community

August 15, 2013

Before you throw open the doors to your user community, there are a few things to do and think about.

Tip of the week: organizing the content in your knowledge base

July 15, 2013

We’ve got four steps to a streamlined knowledge base and lots of customer examples to set you on the right path.

Knowledge bases and forums: what’s the difference and does it matter?

May 6, 2013

Customers today expect to be able to come to your website and discover the information they’re seeking on their own and even to engage with their peers in your support community

Why customer service is so important to online shoppers

January 16, 2013

Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers of travel time, and retailers of storefront expenses. But people seldom consider the costs that online shopping adds to their transaction

Improvements in search for more intelligent self-service

September 25, 2012

Recent studies tell us that more and more customers prefer self-service over contacting a support agent; and as the below infographic illustrates, a whopping 91% say they would use a knowledge base if it met their needs

Infographic: self-service for mobile consumers

August 28, 2012

Mobile devices aren’t just for phone calls, SMS, and emails anymore. As our latest infographic illustrates, the percentage of adults who use their mobile devices for online browsing has more than doubled in the last three years

8 Ways to Ramp Up Help Desk Response Times

December 6, 2010

These days customer feedback and distress signals come in a head-spinning variety of formats and flavors. Joining the ever popular toll-free phone line are flurries of emails and SMS texts, blog comments, tweets, Facebook posts, Yelp reviews, and snarky Youtube video parodies and all those who love to comment on them. But just because the […]

5 Tips for setting expectations around in-house help desks

November 23, 2010

When it comes to help desk response times, the rules governing time in relation to distance appear to warp. Many users are willing to swear that the closer the help desk is the slower support appears. In-house help desks thus seem to defy physics…or at least they dash expectations. But is this the reality or […]