The 3 keys to silo-free, scalable self-service
Having a knowledge base is one thing; but how do you manage content as it gets used across your business, in new and different contexts? Scale it smartly with these tips in mind.
Help your multilingual knowledge base thrive with AI
With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI
Deja que los robots se encarguen: la relación IA-agente está en constante evolución
Las automatizaciones con IA pueden tener un impacto considerable en los agentes. Estos son algunos aspectos que hay que tener en cuenta al implementar los nuevos flujos de trabajo y aprovechar la tecnología para aumentar la productividad y la satisfacción de los agentes.
Content Cues: for agile and collaborative help content
Staying on top of knowledge management for help centers can be tricky, but it’s a lot easier with help from artificial intelligence
Uso de una base de conocimientos inteligente para liberar el potencial de los agentes
Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction
Apoya a tu equipo de soporte con el autoservicio
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers.
Putting customers on the pathway to financial health
The LendUp customer service team does more than answer customer questions; the team works to educate and empower its customers to help improve their credit scores and pay off their loans
Proporcionar autoservicio automatizado ahí donde los clientes (y agentes) más lo necesitan
As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Cómo orientar tu base de conocimientos interna al trato directo con los clientes
Los portales de autoservicio ahorran un valioso tiempo a los agentes y los clientes; y cada vez más empresas descubren que una base de conocimientos interna consigue los mismos resultados para los empleados. Aquí te explicamos cómo optimizar una base de conocimientos para el uso interno.
What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Keep your knowledge base healthy with the newest innovations
The healthiest knowledge bases are iterated and improved upon over time. Learn how the newest help center innovations can streamline and automate that process for your support team.
Be the type of tech support team you want to interact with
CircleCI relies on Zendesk to connect its remote, distributed technical support team with its customers. The company has seen gains in efficiency and satisfaction and built a custom open source Slack integration using the Zendesk API.
Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.
La ruta basada en datos para crear un Centro de ayuda excelente
Dada la importancia de ofrecer una experiencia excelente de autoservicio, ¿qué camino deben seguir las compañías para crear la suya propia? Hemos recurrido a Zendesk Benchmark para conocer la respuesta.
Three things to consider when offering self-service
The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness
Presentación de Guide Enterprise
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands
Distinga sus marcas con experiencias únicas del Centro de ayuda
Brands that fall under the same parent company have unique customer bases, branding, and personalities. Why should their help centers be any different? Learn more about multibrand functionality in Guide Enterprise.
Figuring out “what happened?” with descriptive analytics
Not sure what to make of your customer service efforts? There are multiple types of customer analytics that can help customer service teams stay proactive, but for proper preparations and clarity, they'll need descriptive analytics.
The dynamic, long-term impact of self-service
Self-service is often considered an end goal for a support organization. In reality, it's much more dynamic, driving long-term efficiencies and customer-first philosophies across the entire business.
Tap into the right self-service analytics to measure success
If you're unsure how knowledge management is moving the needle on customer support, let self-service analytics be your guide as you plan for the future
5 Customer experience trends for 2018
Let's break down what businesses are doing going into 2018 to prioritize the customer experience
Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
5 must-haves in B2C customer support
B2C companies need to invest in features that account for their consumers’ behaviors, lest they want to see just how frustrated their customers can become. We highlighted the 5 must-have features of B2C customer support that ensure every customer can be heard.