Use your know-how

A smart knowledge base for better self-service and empowered agents

Zendesk Guide Product Logo

Help desk software

Knowledge is power.Using it is powerful.

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 organises frequently asked questions, product details, policies and more, and empowers customers and agents with that information. Integrated seamlessly with Zendesk Support, Zendesk Guide is a smart knowledge base. It’s built to help you and your team continuously improve your content, keep it up to date, and serve it to customers before you can say “FAQ”.

“After implementing Zendesk Guide, the team quickly reaped the benefits, including deflections that dropped the number of emails from more than 350 a day to a very manageable 150.”

Daniel Santrella

Director of Customer Engagement at Reverb

57% reduction in email from self-service

10:1 self-service ratio

Products Used

First, the help centre

A well-stocked knowledge base is the cornerstone of self-service. Start by configuring a responsive, branded help centre — then customise 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 optimised. Bingo.

(If you need more than one help centre, you can also easily set up and manage multiple ones for different brands, products or audiences. Go wild.)

Knowledge at every turn

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 centre, look into the Web Widget and the Mobile SDK, which give customers in-context support inside your product or on your website.

Power up the team

Getting your help centre 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.

Get the Guide guide

Learn the key steps to building a best-in-class knowledge management programme.

Built-in best practices

As your business and support operations grow more complex, it’s important to make sure your knowledge base stays relevant. Guide is engineered to provide a streamlined content creation, revision and approval process that does not just invite new content, but helps keep it up to snuff.

Robust reporting

Not all content is created equal. Guide has built-in reporting to help you identify what’s working, and what to write next. For a deep dive into optimising with the right metrics, check out this ebook.

Automate your upkeep

Machine learning can help you keep tabs on your knowledge base, and see which content is doing well and which needs editing or attention. That’s why we’ve built Content Cues.

Collaborate and listen

Engage your whole team to take care of content. Automatic updates on article changes and collaborative publishing workflows empower your agents and keep everyone in the loop.

“We love the help centre in Zendesk Guide because it’s easy to use. We get some great analytics out of it to show which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.”

Gerald Hastie

Director, Global Customer Experience at Evernote

17% self-service ticket deflection

200 million users

Thanks a bot

Answer Bot delivers even faster answers to customers. Using machine learning, it’s deeply familiar with your knowledge base. When a customer asks a question over the web widget, email or other text-based channels, Answer Bot immediately responds with relevant content. It works best with high frequency, low-touch tickets — the kind agents spend too much time on. They’ll have lighter workloads and more time to focus on human problems.

“Answer Bot in the Web Widget has allowed our customers to self-serve their easy, quick-answer questions, allowing our agents to have the bandwidth to serve more complex customer issues. The time savings for our agents has allowed us to add an additional 3 hours of chat coverage per day!”

Aja Varney

Director, Global Customer Engagement at Spartan Race