Knowledge management

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Building a best-in-class customer self-service experience Guide

Building a best-in-class customer self-service experience

It’s common knowledge that the benefits of self-service for your customers, your team, and your company…

Fill knowledge gaps with the Knowledge Capture app Article

Fill knowledge gaps with the Knowledge Capture app

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.

Knowledge management best practices Article

Knowledge management best practices

Read on for the highlights and stay for the best practices

Introducing Guide Enterprise Article

Introducing Guide Enterprise

Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands

Knowledge management cultivates high-performing teams Article

Knowledge management cultivates high-performing teams

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

Everyone is an SME in the self-service economy Article

Everyone is an SME in the self-service economy

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.

5 departments (other than support) that benefit from self-service Article

5 departments (other than support) that benefit from self-service

When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up

4 industry leaders on how they use the Knowledge Capture app Article

4 industry leaders on how they use the Knowledge Capture app

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

SEO and customer service: The benefits of aligning efforts Article

SEO and customer service: The benefits of aligning efforts

Did you get here after googling a search term? Your customers find you this way, too.

What we’re learning from Answer Bot Article

What we’re learning from Answer Bot

At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot

Keep support knowledge fresh and useful Article

Keep support knowledge fresh and useful

Knowledge is the product that your support team owns and builds every day

5 benefits of turning know-how into knowledge Article

5 benefits of turning know-how into knowledge

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

Knowledge is power—the many knowledge management system benefits Article

Knowledge is power—the many knowledge management system benefits

Learn about the many knowledge management system benefits

Tip of the week: improve your Help Center with dynamic content Article

Tip of the week: improve your Help Center with dynamic content

In the latest tip of the week, I'm going to show you how to create a…

Do you really need a technical writer for your knowledge base? White Paper

Do you really need a technical writer for your knowledge base?

Building a knowledge base for internal reference or customer self-help is a long-term commitment. You not…

Knowledge bases and forums: what’s the difference and does it matter? Article

Knowledge bases and forums: what’s the difference and does it matter?

Customers today expect to be able to come to your website and discover the information they’re…

Self-service: do customers want to help themselves? Infographic

Self-service: do customers want to help themselves?

Studies of customer feedback tell us that more and more customers prefer self-service over contacting a…

Article

SEO for Zendesk Support

Many tools already exist to help you deflect tickets and encourage self-service on your Zendesk. Here…

Improvements in search for more intelligent self-service Article

Improvements in search for more intelligent self-service

Recent studies tell us that more and more customers prefer self-service over contacting a support agent;…