Empowering customers to help themselves is major part of a successful customer service organisation. There are lots of tools that can optimise self-service efforts, such as knowledge bases, community forums, and AI-powered Answer Bots.
Nevertheless, it can be difficult to know exactly what self-help content customers are looking for. It takes time and plenty of feedback to create a help guide that can meet all your customers’ needs—especially when it needs constant updates for new products, services and features.
So we decided to make it easier to create the help content customers are looking for. We are excited to introduce Content Cues for Zendesk Guide Enterprise.
Content Cues empowers support content managers by identifying gaps in their Zendesk Guide knowledge base. Here’s how it works: First, utilising the same machine learning that powers Answer Bot, Content Cues automatically reviews incoming Zendesk Support tickets. It recognises the content in the tickets and provides suggestions for relevant help articles. Or, if that article exists, whether it should be updated with new content.
Here are a few things Content Cues can help support teams accomplish:
Identify gaps in your knowledge base
Your customer service should be optimised by customer input, and that’s exactly what Content Cues helps accomplish. Whether you’re building your knowledge base from scratch or optimising it, you’ll see which areas need to be optimised based on your customers’ enquiries.
Create more relevant articles
If there’s a topic that requires elaboration in your knowledge base, Content Cues will let you know. By reviewing incoming support tickets, it provides suggestions for self-service topics that need to be created or updated.
Make your content more easily accessible
Content Cues extracts the common phrases from support tickets and auto-populates them in your article. This in turn makes articles more easily searchable, so customers can quickly find the self-service content they need.