Zendesk guide

A smart knowledge base for better self-service and empowered agents

Help desk software

Knowledge is power.
Using it is powerful.

Support teams know the most about customer issues — and the best way to solve them. That’s why a knowledge base is a crucial part of any company’s customer experience strategy. It organizes frequently asked questions, product details, policies, and more, and empowers customers and agents with that information. Integrated seamlessly with Zendesk Support, Zendesk Guide is a smart knowledge base. It’s built to help you and your team continuously improve your content, keep it up to date, and serve it to customers before you can say “FAQ.”

 

First, the help center

A well-stocked knowledge base is the cornerstone of self-service. Start by configuring a responsive, branded help center — then customize it to suit your needs. Next, you’ll need to fill it with knowledge. Guide offers a WYSIWYG editor and a Google Docs importer to make the process as fast and intuitive as possible. It’s also automatically search-engine optimized. Bingo.

(If you need more than one help center, you can also easily set up and manage multiple for different brands, products, or audiences. Go wild.

 

Knowledge at every turn

Now that you have your first batch of content, it’s time to think about distribution. Self-service is fastest and most relevant when customers get help in the middle of what they’re already doing. That’s why Guide allows you to write in one place and distribute to all your channels at once. If you want to connect with customers outside your help center, you’ll want to look into the Web Widget and the Mobile SDK, which give customers in-context support inside your product or on your website.

 

Power up the team

Now that you have your first batch of content, it’s time to think about distribution. Self-service is fastest and most relevant when customers get help in the middle of what they’re already doing. That’s why Guide allows you to write in one place and distribute to all your channels at once. If you want to connect with customers outside your help center, you’ll want to look into the Web Widget and the Mobile SDK, which give customers in-context support inside your product or on your website.

 

Built-in best practices

As your business and support operations grow more complex, it’s important to make sure your knowledge base stays relevant. Guide is engineered to provide a streamlined content creation, revision, and approval process that doesn’t just invite new content, it helps keep it up to snuff.

 

Robust reporting

Not all content is created equal. Guide has built-in reporting to help you identify what’s working, and what to write next. For a deep dive into optimizing with the right metrics, check out this ebook.

 

Automate your upkeep

Machine learning can help you keep tabs on your knowledge base, and see which content is doing well and which needs editing or attention. That’s why we’ve built Content Cues.

 

Collaborate and listen

Engage your whole team to caretake content. Automatic updates on article changes and collaborative publishing workflows empower your agents and keep everyone in the loop.

 

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