A new self-service solution from Zendesk is helping customers find answers to their own support questions.
The solution, dubbed Help Center, enables any company to create a customizable self-service knowledge base, community and customer portal. Although Zendesk has always offered self-service options, Help Center was built to better fit the expectations of today’s consumers.
The platform helps customers find what they need in fewer steps, as it surfaces more relevant content quickly. In addition, Help Center features a new community section where customers can participate in conversations with each other. Trending questions are highlighted to the entire community, and questions are also recommended to customers based on content they’ve viewed in the past. Learn more about Help Center’s features below:
Themes – Companies can apply themes to Help Centers as well as add other customizable options without HTML knowledge.
Content Management – An administrative toolbar allows users to edit and draft content directly from a company’s live help center.
Multilingual Content – Companies can manage multilingual content from one place by linking translated versions of content with the default language.
According to Zendesk research, a larger number of customers are expecting to find their own answers to support questions, with four times as many customers seeking answers for themselves through self-service options rather than submitting a request to a company for assistance. Plus, two out of three consumers prefer finding their own answers over interacting with customer service representatives.
“Consumers want customer service on their own terms, and they expect to find immediate answers online,” said Adrian McDermott, Zendesk’s senior vice president of product development. “The new Help Center makes self-service a first-class experience, both for companies customizing it for their needs and for their customers seeking relevant content.”