Use your know-how

A smart knowledge base for better self-service and empowered agents
Image: Zendesk Guide Product Logo

A powerful pair

Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.

"With so many people using our site every day, it’'s vital that our customer care advisors have the right tools to deal with enquiries quickly and effectively."

– Huu Anh Chu, Head of Customer Experience, JustGiving

You have what it takes

With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app* allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.

"Investing in our knowledge base meant we saw a massive decline in the number of support requests coming in. Partners were getting what I consider to be the very best service—which is that they never had to log a ticket in the first place."

– Mike Cartwright
Chief of Partner Solutions at Expedia® Affiliate Network (EAN)

“The Mobile SDK has allowed us to provide quick answers through our help center. Also, we have more context about the users that request 1:1 support. It saves us a lot of time.”

– Josh Greenwald
Community support lead at SwiftKey

Thanks a bot

The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.

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