Getting started with Zendesk Guide

Self-service is quickly becoming a need, rather than a nice-to-have, for businesses. According to the Getting started with Zendesk Guide eBook, “When it comes to customer support, 73% of consumers want to solve product or service issues on their own, and 90% of consumers now expect a brand or organization to offer a self-service customer support portal.”

To provide helpful self-service, businesses need to build a knowledge base with relevant content that can address customers’ biggest questions. It’s important to continuously improve your organization’s self-service capabilities with more and more customers seeking to solve issues on their own. That’s why we developed Zendesk Guide, a smart knowledge base for better self-service that's empowered customers and agents.

Getting started with Zendesk Guide covers key tips on how to:

    1. Build a quality knowledge base
    2. Improve agent efficiency
    3. Optimize self-service capabilities

To learn how to provide effortless customer experiences through contextual self-service, as well as how to best use Zendesk Guide, download the Getting started with Zendesk Guide eBook.

Fill the self-service gap

More often than not, customers would rather help themselves than reach out to a support agent. Offering a self-service service option can not only provide quick and easily accessible answers to customers, it can also reduce agent workloads. According to Forrester, the “use of help or FAQs on a company's website increased from 67 percent in 2012 to 81 percent in 2015 among US online adults.”

See what Zendesk Guide users had to say about the benefits of self-service and proper knowledge management:

Guided Demo of Zendesk Chat

Download a 30 minute walk-through of Zendesk Chat

During this video we’ll cover:

  • The benefits of live chat: driving higher customer satisfaction, increasing conversion rates, and improving agent productivity,
  • Some key metrics and the ROI of Zendesk Chat based on a recent Forrester study,
  • Chat demonstration: how to implement and customize your widget, chatting as a visitor/agent, the power of proactive chat, and chat analytics and reporting,
  • How Zendesk Chat integrates with Zendesk Support.



Trent Bloom - Product Specialist and Marketing Manager






Abhi Basu - Lead Product Marketing Manager


Complete the form below and get access to the on-demand video! If you have any questions please direct them to support@zendesk.com.

Multi-channel support made-to-order with Zendesk

customer satisfaction

We can't all follow the same recipe for multi-channel success. Every business serves customers with different preferences and needs, and it can be a challenge to find the right channel mix for your customers.

Fortunately, the Zendesk family of products are designed to work together to help you provide seamless multi-channel support, no matter which configuration of channels you choose. Use this ebook to guide you through the channel selection process, taking into consideration:

  • The type and complexity of customer questions
  • How convenient it is for your customers to find help
  • Context—who are your customers and at what point in the journey do they typically need help?
  • The cost of offering one channel over another, in the short- and long-term
  • How particular channels can help you achieve business goals
  • What you can accomplish with each channel using Zendesk products

Download the ebook to learn more about how you can provide multi-channel support with Zendesk.

Zendesk research: analytics

analyticsHigh usage of analytics in customer service pays off: companies that depend more on analytics reports are shown to perform better than those who don’t. These metrics, which gauge important indicators like customer satisfaction and related efficiency factors, can help companies identify their successes as well as areas of improvement. How else can companies take a data-driven approach to customer service? This Zendesk research report explores:

  • Benchmark metrics for customer satisfaction
  • Results of high usage of analytics versus low usage
  • Rankings of the most data-driven industries

Download the full report for full details and insights

If you're a fan of metrics, analytics, and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support stacks up against the competition.

Zendesk research: customer self-service

customer self-serviceThe popularity of customer self-service is growing faster than ever. Increasingly, consumers are turning to their mobile devices to help themselves, leading to a decrease in direct interactions with brands and their support agents. As a result, companies are realizing that this trend toward self-service is not only cost-effective, but also leading to higher customer satisfaction scores. So how can companies increase the efficiency of their self-service? This Zendesk research report explores:

  • Self-service scores, a way to measure the impact of self-service offerings
  • The rise of the mobile consumer
  • Benchmark metrics for customer satisfaction
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    Download the full report for full details and insights

    If you're a fan of metrics, analytics, and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support stacks up against the competition.

Zendesk research: live chat

Live ChatThe popularity of live chat for customer service is rising fast. Increasingly, consumers turn to live chat when shopping online, and a growing number of consumers say it is their preferred way to engage with support. So how can companies use live chat to transform the way they engage with customers? This Zendesk research report explores:

  • Benchmark metrics for live chat
  • How live chat changes customer engagement
  • The characteristics of a great live chat experience
  • What to consider when staffing for live chat

Download the full report for full details and insights.

If you're a fan of metrics, analytics, and other things with numbers in them, visit the Zendesk Benchmark page to see how your customer support stacks up against the competition.

Gartner: Knowledge Management Will Transform CRM Customer Service

Knowledge management can make or break your organization’s customer service. Not only can it impact productivity and profit, it can also affect customer and agent satisfaction.

But what exactly is knowledge management? According to Gartner, knowledge management is “a discipline that emphasizes an integrated approach to managing an enterprise’s knowledge assets: the information available to an enterprise about its “best practices,” critical business processes and operating environment.”

Proper knowledge management and self-service can help:

  • Reduce support costs
  • Improve your company’s ability to answer customer questions
  • Increase customer satisfaction

According to Gartner, “Improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20% to 80%, raising competency and satisfaction.” In this report, Gartner covers the impacts of good knowledge management as well as KM recommendations, such as how to focus on people and processes.

Download Gartner’s Knowledge Management Will Transform CRM Customer Service and learn how to create a knowledge management culture within your organization.

Knowledge Management Will Transform CRM Customer Service, M. Maoz, 9 November 2016.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Roll out and manage multiple customer service channels

There are a seemingly infinite number of ways to interact with customers these days. Live chat, messaging, SMS—even self-service counts. With customer expectations on the rise, it’s increasingly important to provide consistent support across multiple channels.

However, in order to provide consistent support, your company needs the right resources, training, and channel management. In this eBook, we cover how to roll out and manage multiple customer service channels so that your company has the opportunity to build more, and better, relationships.

Access the eBook, Roll out and manage multiple customer service channels, to learn more about:

  • Supporting multiple customer service channels
  • Anticipating and managing channel volume
  • Staffing for a new channel rollout
  • Training agents to support a new channel
  • How new channels affect the way agents manage their work
  • Managing escalation paths by channel
  • Measuring the success of your new channel

Meeting the fresh demands of multi-channel customers

Customers want service that is both fast and human. Those two ideas might seem at odds with each other, but achieving this is possible with a multi-channel support strategy that factors in the strengths and limitations of each channel, as well as how customers prefer to use them.

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