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.

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.

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 practice, Zendesk is proud to launch Guide, a smart knowledge base for better self-service and empowered agents

In the summer of 2013, Zendesk sent its first official NPS survey and the answers made one theme clear: as an agent working in Zendesk, our search sucked. How did we make it better? Take a closer look at the process

In the latest tip of the week, I’m going to show you how to create a Dynamic Content item to dynamically change your Help Center’s design based on the customer’s language

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

Many tools already exist to help you deflect tickets and encourage self-service on your Zendesk. Here at Line2 we have found that Search Analytics in addition to Google Analytics have assisted us in becoming a customer-centric company

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

Our knowledge base is intended to be a bastion of information and knowledge for our customers. We want you to always get the most out of them. And after careful monitoring of our users’ habits, we went ahead and reorganized our forums based on the information that you use most. How did we do this? […]