SCALE WITH SMART SELF-SERVICE
Sometimes the best thing you can do for customers is get out of their way. In fact, before reaching out to support channels, 81% of customers try to take care of their own problem. Zendesk empowers businesses to be where your customers are—across channels and devices—with smart self-service. So your customers can get their own answers, improving customer and agent satisfaction.
Our smart self-service solution
GuideKnowledge base and smart self-service
Answer BotVirtual customer assistant
AI for self-service
Answer Bot uses machine learning to answer customer questions with content from your knowledge base. It provides customised answers to meet their needs. It’s multilingual and works across a variety of channels, such as web, mobile and Slack, and has an open API.
SupportIntegrated customer support
Come together in one place
It all comes home in Zendesk Support, where you can keep track of all your customer support interactions. Support integrates self-service activity into relevant knowledge-base content so agents can make their interactions with customers seamless, personal and efficient.
Give them a bigger voice
A well-stocked knowledge base is the cornerstone of self-service—but putting one together can be a daunting task. Zendesk makes it easier for you to provide your customers with the resources they need to help themselves. First, create a help centre with a smart knowledge base. Then give customers a bigger voice via a Community, and a dedicated space where they can manage their enquiries with a Customer Portal. And bring everything together with AI to automate tasks, give recommendations and predictions to create better experiences wherever your agents and customers are.
Take the first step
Self-service works best when it’s seamlessly incorporated into the overall support experience. Unlock your agents' potential with instant knowledge-base access so they can help customers quickly with reliable content right at their fingertips. This gives your agents the power to develop relevant content to use and increase their productivity. Leverage AI to respond to customer situations that don’t require a human touch, so your agents can devote their attention to complex issues—giving your business a complete picture of the customer journey.
POWERED BY AI
A dynamic duo
It’s true—humans and machines work well together, and the best self-service support is built with artificial intelligence. According to Gartner, having relevant and quick self-service increases customer satisfaction by 12%. AI integrated support can automate and resolve customer issues when done right. Like Answer Bot, which recommends knowledge base articles to customers and uses machine learning to predict trends that agents can’t catch. It’s a win-win for everyone.
Using AI for better self service
See how AI can be used to create better customer experiences
By the numbers
The proof is in the data: this is how our customers use smart self-service to improve their experiences.
of customers agree that upgrading to Zendesk Guide Enterprise improved their business's self-service—leading to increased customer satisfaction and agent productivity.
of customers agree that team publishing makes it easier for their team to create content, gather insights, and keep track of content and updates in a streamlined way.
We spend a lot of time trying to gain efficiencies and improve our self-service. We want to eliminate the unnecessary questions and field the basic ones that don’t need a human interaction, so we can put in the time to provide a personalised and high-touch experience to customers, wherever they are in their journey.Raphael Fontes, Vice President of Customer Operations
Self-service success rate
Increase in knowledge use without increasing headcount