Knowledge Base and Self Service

Help centre or help desk? How to differentiate between these powerful self-service tools

According to knowledge base, collects content from your website and offers it as a self-service tool…

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How to: Deliver premium customer experiences with automation all around the globe Article

How to: Deliver premium customer experiences with automation all around the globe

Consumers’ expectations have been rising in the past two decades and even more recently, as eCommerce…

3 steps to improving customer satisfaction this Black Friday Article

3 steps to improving customer satisfaction this Black Friday

Despite the Black Friday phenomenon being just a few years old this side of the pond,…

Your guide to the wonder years of knowledge management Infographic

Your guide to the wonder years of knowledge management

Welcome Smooch to the Zendesk family. We’re excited to see our customers build messaging experiences that will exceed their own customers' expectations.

Help your multilingual knowledge base thrive with AI Article

Help your multilingual knowledge base thrive with AI

Data shows that, for global businesses, providing support in multiple languages is well worth the effort.

Using a smart knowledge base to unlock agent potential Article

Using a smart knowledge base to unlock agent potential

Customer support jobs are most rewarding when agents come through with the right help at the right time.

Support your support with self-service Article

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

How self-service helps Reverb hit the right notes with customers Article

How self-service helps Reverb hit the right notes with customers

Musical instrument marketplace Reverb has gotten ahead of its customers’ needs by taking a truly omnichannel approach to customer service.

Keep your knowledge base healthy with the newest innovations Article

Keep your knowledge base healthy with the newest innovations

The healthiest knowledge bases are constantly iterated and improved upon over time, which we know only happens if agents and team members are empowered to contribute to and maintain the content