Library Watch, read, and learn from the best.

Building a best-in-class customer self-service experience


It’s common knowledge that the benefits of self-service for your customers, your team and your company can be significant. Establishing the right knowledge management practices can allow your team to maximise your self-service potential and give your customers exactly what they increasingly prefer: the ability to self-serve and help themselves.

Taking your self-service to the next level requires work and preparation. But don’t worry; this guide is specifically designed to help you create the right practices internally and build the best self-service experience you can for your customers. You’ll learn how to:

1. Develop a solid foundation: Everything begins with the right talent—knowledgable, committed agents who provide quality support and have the right institutional knowledge to share. Once you identify your knowledge contributors, it all comes down to giving them the right tools, including AI-powered technology that enables great self-service support for your customers.

2. Create high-quality content: Without the right content, self-service support can only go so far, so it’s critical to understand how you can optimise your knowledge base to address where your customers truly need help. By empowering your agents to write and update knowledge-base articles while they’re addressing support tickets, you can better fill your knowledge gaps and ensure you have the right content for your customers and internal team.

3. Become a knowledge-centred organisation: By building a scalable framework for the constant creation and improvement of your knowledge base, you can ensure your whole team is aligned behind the right principles to make your help centre content the best it can be. Establishing roles on your team can help with this process so it’s clear how each team member contributes to getting the right content into the hands of your customers.

Download the guide today to start developing more advanced knowledge management practices.

Complete the form below to view the guide

Please enter your forename
Please enter your surname
Please enter a valid email address
Please enter a valid phone number
Please select your job level
Please select your department

Almost complete. Just tell us about the company you keep.

Please enter your company name
Please select number of employees
Please also send me occasional emails about Zendesk products and services. (You can unsubscribe at any time.)
Please select an option

We are sending your request...please wait.