Known as Zendesk Guide
Self-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 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. Think articles for common things, such as frequently asked questions, product details, policies and more. As you grow, keep that 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 items. 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
Empower your experts
Share AI-powered article recommendations inside support tickets, flag old content for improvements, and let agents draft new knowledge base articles.
Grow your knowledge
See which content best serves customers and what to remove from your knowledge base with AI-powered suggestions using.
Build once, use anywhere
Create, manage, and update reusable content that lives across multiple articles and help centres all at once with.
Go beyond the help centre
Let customers access helpful content from other places, such as blogs or other resources, during a search.
“We love the help centre in Zendesk because it’s easy to use. We get some great analytics out of it to show which articles are being used the most. It helps us to make adjustments and to see what’s helping our users.”