How to create a self-service environment

Zendesk's Help Center revolves around the idea of allowing customers to help themselves. By enabling self-help, you allow your customers to find the answers they seek without wasting valuable time. This in turn will bump up your customer satisfaction a notch or two, and increase customer loyalty.

13 months after launching with Zendesk and 5 months after converting to Help Center, Amilia has been able to convert their customer satisfaction ratings from 42% to 92%. The majority of traffic is now rerouted to Help Center directly, with customers creating tickets only once out of 7 searches.

So how did we do it?

Knowledge Base and Community Forums

Zendesk's Knowledge Base and Community Forums are among the best in the industry. It allows for easy content management and versioning, with features like 'Draft Mode' and the ability to mark articles out of date. 

Help Center enables extensive personalization and branding, which means you can make it your own in no time. For advanced coders, HTML, CSS, and JS tabs are available in all templates, with a Sublime-style skin (no eye sores!) and  HandlebarsJS support.


If you need more help with HC and components, check out this article:  Understanding the basics of components in Help Center

Promoted Articles

The ability to add articles and notices to our front page has become essential in communicating with clients. All you need to do is insert the  {{promoted_articles}}  component in your code, and mark any articles you wish to place in the front page as 'promoted'. Voila! Your clients won't miss a thing!

Multilingual Management

Multilingual support is one of the most powerful features in Zendesk. From triggers to automations, to agent views and macros - there will be no more miscommunication between your agents and your clients. Multi-language support is a breeze with dynamic content.

Comprehensive Support Request Forms

By creating a form with ALL relevant questions, you can gather the right information from the client. This will allow the agent to quickly pick up on what's going on, without wasting valuable time, and assess the problem appropriately.

What info should you ask for?

That really depends on your type of business. Think of key points: 

  • Common types of issues (Feature Requests, Report an Error, Ask a question?)
  • Localized-info: Is there a domain name? A company name? A specific environment?
  • Technical details: Do you need to know the type of browser or OS?
  • For multilingual users: make sure you are catching the correct language!

Here's a collection of awesome documents to look at!

Gathering all the information beforehand will definitely increase response time and solve times! And of course, your customer will be happier. Satisfaction guaranteed!


Give these features a try. Creating a self-service environment for your customers will make it easier for your customers to help themselves! And it might also improve your customer satisfaction, like it did at Amilia!

Please share your tips and advice for creating a self-service environment in comments below.



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