A self-service destination featuring knowledge base articles, community forums, and a customer portal.
Support teams know the most about customer issues — and the best way to solve them. That’s why a knowledge base is a crucial part of any company’s customer experience strategy. It organizes frequently asked questions, product details, policies, and more, and empowers customers and agents with that information.
Zendesk Support puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers.
Give customers what they want – quick and easy resolutions to their issues. Zendesk Support helps you provide personalized support when and where they need it, so customers stay happy.
Productive agents are happy agents. Give them all the support tools and information they need to best serve your customers.
Zendesk Support lets you customize your support and configure any workflow. Our software is powerful enough to handle the most complex business, yet flexible enough to scale with you as you grow.
Zendesk Guide is more than just a collection of articles. It’s a smart knowledge base that helps you capture and leverage your team’s know-how. It works natively with Zendesk Support to deliver better self-service for customers and improve agent efficiency.
A well-stocked knowledge base is the cornerstone of self-service. Start by configuring a responsive, branded help center — then customize it to suit your needs. Next, you’ll need to fill it with knowledge. Guide offers a WYSIWYG editor and a Google Docs importer to make the process as fast and intuitive as possible. It’s also automatically search-engine optimized. Bingo.
Now that you have your first batch of content, it’s time to think about distribution. Self-service is fastest and most relevant when customers get help in the middle of what they’re already doing. That’s why Guide allows you to write in one place and distribute to all your channels at once. If you want to connect with customers outside your help center, you’ll want to look into the Web Widget and the Mobile SDK, which give customers in-context support inside your product or on your website.
Getting your help center set up can be a serious investment of time and energy. That’s why Guide includes tools that help your team lend a hand. For example: the Knowledge Capture App. It lets agents draft new articles and knowledge on the fly, flag old content for improvements, and share AI-powered article recommendations inside tickets. Once you’re feeling confident, take it one step further and allow any agent to help with the publishing process on Guide Enterprise.
Zendesk Support gives you everything you need to manage your customer interactions in one place. But there’s more to the story. Take a look at what else you can do with the Zendesk family of products.
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