Known as Zendesk Guide
Self-help customer service is good because it’s quick and convenient for customers – and they tend to like that. That’s why a smart knowledge base should play a big part in your customer experience strategy. Our help centre software organises knowledge and empowers customers and agents with that information.
Instant and easy
Support on their terms
Some customers prefer to help themselves. All you have to do is put the answers they seek within reach. That’s where a smart knowledge base and help centre come in handy. Make it easy for customers to solve their own issue without having to send an email or make a call. Take it further with in-context self-service customer support inside your product or on your website with the Web Widget and Mobile SDK.
Knowledge at every turn
Keep it fresh
Support teams know the most about customer issues and how to solve them. Collect their expertise and make it accessible to customers with Team Publishing. Think articles for common things like frequently asked questions, product details, policies, and more. As you grow, keep your self-service offering healthy by letting agents update content so it always caters to your customers.
Customise and personalise
Make it yours
Embrace full control and flexibility over the way your help centre looks with customisable themes. You have complete freedom to organise content the way you see fit, so it’s easier for customers to find the right stuff. You can even create more than one help centre that caters to different audiences, regions or brands, and localise content in over 40 languages.
Get smart about self‑service
“We love the help center in Zendesk because it’s easy to use. We get some great analytics out of it in terms of which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.”
Director, Global Customer Experience at Evernote
self-service ticket deflection