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Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…
The start of a new chapter of your business, whether you’re moving upmarket or adding products…
It’s common knowledge that the benefits of self-service for your customers, your team, and your company…
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.
Read on for the highlights and stay for the best practices
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
Learn about the many knowledge management system benefits
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…