There’s nothing quite as empowering as solving a problem on your own. When it comes to customer support, 73% of consumers want to solve product or service issues on their own, and 90% of consumers now expect a brand or organization to offer a self-service customer support portal.
Self-service support equips customers with round-the-clock information without having to wait for a response. It is one of the lowest-cost channels for providing excellent customer service and high resolution rates. However, the success of online self-service depends on the quality, quantity, and accessibility of your company’s knowledge-base content.
But what exactly is knowledge management? According to Gartner, knowledge management is “a discipline that emphasizes an integrated approach to managing an enterprise’s knowledge assets: the information available to an enterprise about its ‘best practices,’ critical business processes, and operating environment.”
To provide helpful self-service, businesses need to build a knowledge base with relevant content that addresses customers’ biggest questions.
The challenge is knowing what type of content to build your knowledge base with and how to continuously improve your organization’s self-service capabilities. That’s why we developed Zendesk Guide, a smart knowledge base for better self-service that's empowered customers and agents.
Guide is the only knowledge-base solution that works natively with Zendesk Support to help turn solved tickets into useful content, deliver seamless self-service experiences, and empower agents to provide fast, accurate support. An evolution of Help Center, Guide has new and advanced capabilities in capturing agent knowledge as well as providing more and more relevant self-service content to customers through Answer Bot, a tool powered by artificial intelligence.
Our Guide eBook walks you through key tips on how to provide effortless customer experiences through contextual self-service and speedier, more intelligent support. It covers three goals to focus on when beginning your self-service journey:
- Goal 1: Build a quality knowledge base
- Goal 2: Improve agent efficiency
- Goal 3: Optimize self-serve capabilities