The next big thing in customer self-service: Help Center
Zendesk has always believed in the power of customer self-service. Over the years, we’ve added new self-service features, improved search, and introduced a mobile-optimized experience for your...
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It’s about much more than a service. It’s about an experience.
At charity: water, our supporters are at the core of who we are. They make our work possible, and it’s important to us that we continually work to enhance their experience. We personally respond to...
View ArticleTip of the week: building a thriving Help Center
Customers want to help themselves. They are more technically savvy than ever and have come to prefer the DIY approach to solving their issues and answering their own questions. In a recent survey, 67%...
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BetterCloud: better communities with Help Center
Our latest guest post was written by Eli Winderbaum, Operations and Community Manager at BetterCloud. Register for a live webinar on “Using Communities to Build Better Products” to learn more about how...
View ArticleDo you really need a technical writer?
You may already know you need a great knowledge base, but you also know how busy everyone in your organization is. Who’s going to take responsibility for keeping all that content up to date and and...
View ArticleNot-so-lonely planet: How to follow the sun and provide global support
The World Wide Web ain’t called World Wide for nothing. Customers can come from anywhere, and their support requests arrive any time, day or night, through the multitude of communication channels now...
View ArticleTip of the week: understanding your customers’ self-service experience
For the next tip in our best practice series for Help Center managers, we’re focusing on how you can use Google Analytics to gain a better understanding of your customers’ step-by-step journey in your...
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Ideas from CloudFlare: Help Center customization
There are many decisions behind Help Center customization and the design of a Help Center—both aesthetic and data-driven—that range from defining objectives to structuring content to adding custom...
View ArticleTip of the week: fine-tuning your Help Center
So you’ve launched your Help Center, it’s looking great and you’re already seeing the benefits of offering self-service to your customers. What’s next? As the final part in our best practice series for...
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