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Providing automated self-service where customers (and agents) want it most Article

Providing automated self-service where customers (and agents) want it most

As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.

The data-driven path to building a great help center Article

The data-driven path to building a great help center

Given the importance of great self-service support, which course should companies take to build out theirs? We turned to the Zendesk Benchmark for answers.

Differentiate your brands with unique help center experiences Article

Differentiate your brands with unique help center experiences

Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.

The dynamic, long-term impact of self-service Article

The dynamic, long-term impact of self-service

Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.

Tap into the right self-service analytics to measure success Article

Tap into the right self-service analytics to measure success

If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future

How Zendesk customers benefit from self-service Article

How Zendesk customers benefit from self-service

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our…

Shaving down ticket volume with Answer Bot Article

Shaving down ticket volume with Answer Bot

Dollar Shave Club earns a 25% resolution rate with Answer Bot, freeing up agent time for extended chat support hours and other projects

Make self-service easy with the Web Widget Article

Make self-service easy with the Web Widget

Most customers would rather not call support if they don't have to. Learn how to make it easy for them to find what they need

FAQ-page design: Be savvy about self-service Article

FAQ-page design: Be savvy about self-service

With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.

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How video can enhance self-service

The human brain processes video at astounding speeds. Try using it in your support pages.

Deliver a seamless online customer experience Article

Deliver a seamless online customer experience

In this post, we’ll share how you can stand out from the crowd with a better…

Raise your ticket deflection ratio with smart self-service Article

Raise your ticket deflection ratio with smart self-service

It's time to demystify ticket deflection and improve your deflection ratio

Ticket deflection: the currency of self-service Article

Ticket deflection: the currency of self-service

New tech and tools are making self-service a better option for customers and businesses. It's easier…

Improving the customer experience Article

Improving the customer experience

Customer experience focuses on improving the way customers interact with your business. Doing so means putting…

3 ways to achieve better self-service Article

3 ways to achieve better self-service

Most customers would rather help themselves than reach out to an agent. In order to deliver…

How efficient customer service affects your bottom line Article

How efficient customer service affects your bottom line

Your customer service agents might be hard workers, but if systems are preventing them from being…

Meet “Copenhagen”, Zendesk’s new responsive Help Center theme Article

Meet “Copenhagen”, Zendesk’s new responsive Help Center theme

Today we’re releasing the Copenhagen theme for Help Center. We’ve redesigned it from the ground up,…

6 steps for measuring self-service success Article

6 steps for measuring self-service success

When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get…

Community Tip: Include end-user browser information via Help Center Article

Community Tip: Include end-user browser information via Help Center

In this Zendesk Community Tip, we cover an easy method for sending over browser information when…

Provide innovative customer support on any channel Article

Provide innovative customer support on any channel

Customers have different preferences about how they receive and access customer support—whether that means talking over…