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.

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.

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.

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

Let's break down what businesses are doing going into 2018 to prioritize the customer experience

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

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.

The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.

Gaming studios have more control over their customer service when they provide their own support channels. With the rapid emergence of online and mobile games, it’s more important than ever for gamers to get the help they need so that they continue to stay engaged.

When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up

We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re each using Zendesk Guide and the Knowledge Capture app

Did you get here after googling a search term? Your customers find you this way, too.

Agilyx helps its customers adapt quickly and cost-effectively in the face of change, and has taken the same approach to its own customer service

At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot

For a deeper dive into the benefits of customers helping themselves, we highlighted five of our customers and their use cases related to self-service

Knowledge is the product that your support team owns and builds every day

To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out

Dollar Shave Club earns a 25% resolution rate with Answer Bot, freeing up agent time for extended chat support hours and other projects

Using Zendesk products, Mortgage Coach has been able to serve an expanding customer base

A a new way for customers to find the answers they seek even faster – introducing Answer Bot.

Simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. The best knowledge bases are intuitive, accessible, and simple.

Janet Pratt has seen John Lewis move from typewriters to electric typewriters to computers. Today, she’s embracing SaaS software, diving in headfirst and taking a hands-on approach to providing support

With DIY on the rise, customers will greet a well-designed FAQ page as a useful tool—and a welcome relief.

Machine learning will soon affect many aspects of our lives, so here are some potential innovations coming to customer service by way of machine learning