From content manager to cross-functional collaborator
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.
The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
Help your multilingual knowledge base thrive with AI
With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI
Let the robots have those jobs—the evolving AI-agent relationship
AI-supported automations can have a huge impact on your agents. Here are some things to keep in mind as you implement new workflows and leverage technology for increased productivity and agent satisfaction.
Content Cues: for agile and collaborative help content
Staying on top of knowledge management for help centers can be tricky, but it’s a lot easier with help from artificial intelligence
Using a smart knowledge base to unlock agent potential
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.
Putting customers on the pathway to financial health
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans
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.
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Take a customer-facing approach to your internal knowledge base
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.
What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Keep your knowledge base healthy with the newest innovations
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.
Be the type of tech support team you want to interact with
CircleCI relies on Zendesk to connect its remote, distributed technical support team with its customers. The company has seen gains in efficiency and satisfaction and built a custom open source Slack integration using the Zendesk API.
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.
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.
Three things to consider when offering self-service
The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness
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
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.
Figuring out “what happened?” with descriptive analytics
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
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
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
5 Customer experience trends for 2018
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
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