Scaling is Simple

Help customers help themselves

Sometimes the best thing you can do for customers is get out of their way. Self-service with Zendesk empowers customers to get their own answers, which improves customer—and agent—satisfaction. But it can also impact productivity and profit. According to the experts at Gartner, setting up self-service can reduce support costs up to 25%. So go ahead – let ‘em have it.

The Zendesk self‑service solution

The quickest way to quality content

A well-stocked knowledge base is the cornerstone of self-service, but putting one together can be a daunting task. Zendesk makes it easier by enlisting agents and your own customers to help. Customers can contribute directly via a Community, and agents can translate interactions within Support into articles in Guide using the Knowledge Capture app.

Automatically all about the customer

Customers expect self-service to be relevant, convenient and fast. Delivering on those expectations is a constant challenge, but Zendesk makes it easy with simple point-and-click configuration. You can set up embedded content on mobile and web that serves up recommendations based on the customer’s recent history. Or fancier still, AI powered responses to questions that automatically match customer needs to the content that can help them most.

Photo: man reading a book
Photo: woman looking at a phone

Self-service is the first step

Self-service works best when it’s seamlessly incorporated into the overall support experience. Agents benefit from easy access to knowledge they can use in responding to customers. And the business gets a complete picture of the customer journey, generating data to measure the impact of support and gaining insight into how they can improve.

How it works

  • Zendesk Guide is a smart knowledge base that helps you harness the power of institutional knowledge. With Guide, you can quickly build a customisable help centre, online community and customer portal.

  • Embeddables Bring support to your customers

    Zendesk Embeddables are a combination of the Web Widget and Mobile SDKs for both Android and iOS. They allow you to embed Zendesk functionality—like Help Centre articles and search—natively into any app, website or standalone device.

  • Answer Bot AI for self-service

    Answer Bot uses machine learning to answer customer questions with content from your knowledge base. The answers it provides are custom-tailored to each question. And when in doubt, Answer Bot loops in your agents to provide a human touch.

  • It all comes home in Zendesk Support, where you can keep track of all your customer support interactions. Support combines self-service activity with any relevant knowledge content so agents can make their communication with customers seamless, personal and efficient.

See how it works
Photo: Help centre partner

Your partner is standing by

We’re ready to help you get results from your self-service strategy.

86%

improved customer satisfaction

85%

improved agent efficiency

94%

reduced support costs

82%

agree that set-up is quick and easy

* Results reported from Zendesk Guide customers in the TechValidate and Zendesk Surveys 2017

Download 6 Tips for a Thriving Help Centre

Photo: Hand holding phone Photo: Hand holding speech bubble
Photo: cleverbridge

24%

ticket deflection rate from self-service

20-25%

reduction in support costs

Easy come, easy grow

cleverbridge used Zendesk Guide to create a help centre, which helped them manage growth without a disproportionate expansion of its customer service organisation.

Read the cleverbridge case study

See for yourself