A smart knowledge base for better self-service and empowered agents
HELP CENTER SOFTWARE
Support teams have a lot of knowledge about customer issues?and the best way to solve them. Zendesk Guide is a smart knowledge base that helps tap into that institutional knowledge and puts it to work. With Guide, you can quickly build a customizable help center, online community, and customer service portal so customers get better self-service and agents see improved efficiency and faster resolution. And since it?s the only knowledge base native to Zendesk, it integrates seamlessly with Zendesk Support.
Give customers the most relevant answers and information automatically?and in context?for a faster self-service experience with our help center software.
Capture your agents? collective knowledge and build on it over time to respond to support requests in efficient ways.
tools with Answer Bot to solve low-touch tickets by sending customers relevant articles while they wait for an agent.
Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.
Zendesk Support works with Guide to make your self-service knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.
Learn the key steps to building the most successful knowledge management programs
With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and leverage AI-powered article recommendations to share in tickets. Content managers can identify content that needs to be updated and rely on their entire team to contribute to content, including everything from approval and publishing workflows to vetting new articles and improving upon old ones ? ensuring the best content is presented to both customers and agents.
Guide lets you create a single version of your content and then distribute it everywhere at once. You don?t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they?re easy to find on search engines or on your own help center. And with our Mobile SDK and Web Widget, it is easier than ever to serve up content to your users in context.
The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.