Zendesk Guide

SCALE WITH SMART SELF-SERVICE

Help customers help themselves

Sometimes the best thing you can do for customers is to get out of their way. In fact, before reaching out to support, 81% of customers try to take care of their own problem. Self-service empowers customers to get their own answers, improving customer and agent satisfaction..

Give customers a bigger voice

A well-stocked knowledge base is the cornerstone of self-service—but putting one together can be a daunting task. Zendesk makes it easy to provide customers with the resources they need to help themselves. With Guide, you can create a smart knowledge base and build help centers for customers and internal teams. Give your customers a bigger voice with a community on Gather, and a dedicated space where they can manage their inquiries with a customer portal.

Unlock your agents’ potential

Self-service works best when it’s seamlessly incorporated into the overall support experience. The Knowledge Capture App lives in the ticket interface and lets agents draft new articles, flag improvements, and share AI-powered article recommendations with customers. As your business and support operations grow more complex, Guide provides streamlined content creation, revision, and approval processes with Team Publishing and Article Events. And built in reporting to help you identify what’s working, and what to write next.

Powered by Artificial Intelligence

Bring everything together with AI to automate tasks, give recommendations and predictions to create better experiences wherever your agents and customers are. Answer Bot recommends knowledge base articles to customers and agents so they can seamlessly find the information they need. Content Cues uses machine learning to review incoming tickets, understand content performance, and provide suggestions for knowledge base improvements to better address customer needs.

Our smart self-service solution

Zendesk Guide is a smart knowledge base that helps you harness the power of institutional knowledge. With Guide, you can quickly build a customizable help center and customer portal.

Answer Bot uses machine learning to answer customer questions with content from your knowledge base. It provides custom-tailored answers to meet their needs. It’s multilingual and works across a variety of channels like email, chat, and Slack, and has an open API.

Zendesk Gather is community forum software that creates a space for your customers to collaborate with your business and one another. Let your customers share ideas, exchange tips and provide feedback in a productive and engaging environment.

It all comes home in Zendesk Support, where you can keep track of all your customer support interactions. Support integrates self-service activity into relevant knowledge base content so agents can make their interactions with customers seamless, personal, and efficient.

BY THE NUMBERS

The proof is in the data, this is how customers use smart self-service to provide better customer experiences.

82%

of customers agree that upgrading to Zendesk Guide Enterprise improved their businesses self-service— leading to increased customer satisfaction and agent productivity.

70%

of customers agree that using Answer Bot to deflect simple, repetitive questions is a no brainer!

60%

High performing support teams are 60% more likely to have an active community.

Get Started with your Project today!

The Suite offers everything you need to let conversations with customers flow across channels seamlessly, creating a better experience for both your business and your customers.

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