All hands on deck
A smart self-service strategy is bigger than just having a help centre. Empower your team to create content and stay on top of your business knowledge across multiple brands, products or services.
Collaborate with ease
Get your team behind it
Use agent knowledge to make sure customers get the most helpful self-service content. From approvals and publishing to reviewing new articles and improving old ones, get the whole team to contribute to all your content in one convenient place with Team Publishing. Content managers can review and manage articles before hitting publish, and it’s easy to keep the team engaged with content for as long as it actively lives in your knowledge base with Article Events—making it simple to keep content current.
The Team Publishing workflow allowed us to streamline our knowledge creation process by making it much easier for agents to create articles and have them reviewed. Articles which once took a week to publish are now live in 1-2 days. Our team loves the ability to assign an article to someone for review, which sends an automatic email notification so they know there’s something waiting for them without having to monitor the queue.Mary Paez, Knowledge Manager for Veeva Systems
Help centre articles
Products UsedRead their story
Keep your information current
Up the ante with AI
Having the right content is crucial, but it’s not always obvious which topics and articles will make the biggest impact on your customers. Content Cues uses AI to suggest how to make your content more accessible and relevant, so it’s easier to clear out content which misses the mark and give customers content that’s accurate and healthy.
Customise it all
Have it your way
As your business grows, customers expect self-service to be relevant and useful. Having a unique help centre and customer portal for separate brands, products or audiences creates a simplified experience. And for your unique business, organise knowledge the way you wish with tools that give you the flexibility to structure and brand it your way.
OLX was able to reduce the number of tickets submitted by creating market-specific self-service brands in Zendesk Guide, which led to a 40 per cent reduction in tickets globally.Cynthia Toral, Product Owner for OLX Global