Knowledge management
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Article A guide to building a knowledge base (+3 best practices)
Deliver exceptional service and form deeper connections with your customers by building a knowledge base.
Article Knowledge management maturity: Tips for leveling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
Article From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Infographic Your guide to the wonder years of knowledge management
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…
White Paper Your customer base is expanding—is your self-service scaling with it?
The start of a new chapter of your business, whether you’re moving upmarket or adding products…
Guide Building a best-in-class customer self-service experience
It’s common knowledge that the benefits of self-service for your customers, your team, and your company…
Article Fill knowledge gaps with the Knowledge Capture app
A comprehensive knowledge base is an essential piece of a 21st-century support operation. But implementing it is just the first step—maintenance comes next.
Article 4 knowledge management best practices for better self-service
Help your customers and your agents save time with these knowledge management tips.
Article Introducing Guide Enterprise
Guide Enterprise makes it easy for large teams to collaborate on help center content processes and manage knowledge internally, externally, and across multiple brands
Article Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
Article Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Article 5 departments (other than support) that benefit from self-service
When content and metrics from your help center cascade beyond your support team, that info is a powerful tool as your business scales up
Article 4 industry leaders on how they use the Knowledge Capture app
We talked to industry leaders from Electronic Arts, Fossil, Clever, and FINALCAD to see how they’re each using Zendesk Guide and the Knowledge Capture app
Article SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too.
Article What we’re learning from Answer Bot®
At Zendesk, we have jumped into exploring this newer world of business-applicable machine learning with Answer Bot
Article Keep support knowledge fresh and useful
Knowledge is the product that your support team owns and builds every day
Article 5 benefits of turning know-how into knowledge
To build and maintain a great knowledge base, the best people to “hire” are the ones that use the knowledge day in and day out
Article Knowledge is power—the many knowledge management system benefits
Learn about the many knowledge management system benefits
Article Tip of the week: improve your Help Center with dynamic content
In the latest tip of the week, I'm going to show you how to create a…
White Paper Do you really need a technical writer for your knowledge base?
Building a knowledge base for internal reference or customer self-help is a long-term commitment. You not…