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Design and user experience aren’t just buzzwords—they matter when it comes to serving your customers knowledge.
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.
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.
A Q&A with Forrester’s Kate Leggett on knowledge management best practices Following our recent webinar, “How…
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands
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
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.
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re each using Zendesk Guide and the Knowledge Capture app
Did you get here after googling a search term? Your customers find you this way, too.
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
Knowledge is the product that your support team owns and builds every day
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
Implementing self-serve knowledge bases is one thing. But how do you take knowledge management a step further: by empowering both customers and agents?
Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple.
To help customers take their self-service to the next level and establish a successful knowledge management…
In the summer of 2013, Zendesk sent its first official NPS survey and the answers made…
In the latest tip of the week, I'm going to show you how to create a…
Building a knowledge base for internal reference or customer self-help is a long-term commitment. You not…
Customers today expect to be able to come to your website and discover the information theyre…