Startup Best Practices: Help Your Customers Help Themselves

THE PROBLEM: As you’re starting out, customers are likely to ask the same basic questions about your product or service.

THE SOLUTION: Provide customers an easy way to find answers quickly and the ability to reach you easily if needed.

Note: We assume that you will move content overusing this app or start from scratch and that the content you want to share is for public consumption.

HOW TO START: 

STEP 1: Decide if you use your own help center site or Zendesk Guide

• Pro Tip: We recommend Guide so you have more flexibility to update content by embedding Guide on your website

STEP 2: Determine where your customers need help

• Pro Tip: You can also embed a help button on your website and make it available only on some or all of your web pages.

STEP 3: Determine what content is missing and process to create new content

• Pro Tip: If you have Zendesk Suite Enterprise, utilize team publishing for creating content and content cues to automatically spot gaps in your knowledge.

THE IMPACT: Customers can self-service, which improves the customer experience and saves your startup time so you don’t have to respond to every customer question.