How to create a powerful Help Center or Guide in Zendesk
Zendesk is arguably the number one Customer Support tool out there.
Having a good CS tool is not an easy task. You need a support center, an auto response mechanism, and a chat system.
We’re going to go over the first part, namely having a good support center, or as it is called in Zendesk, an amazing Help Center.
HelpCenters are basically mirroring how well you know your product in the relationship with your clients. If you have a good knowledge base with questions and answers that caters to your clients basic needs, you’ve already ahead of your competitors.
A good Help Center in the Zendesk world is something that gives less work to your agents and reduces the number of incoming requests and saves your company money.
In this article, we are going to cover a few tactics that will help enhance the Zendesk experience for your end users and for your agents.
Ticket deflection
Zendesk offers quite a few ways of reducing incoming tickets. The most solid is having a well crafted FAQ system. Another would be to have UI tricks that force users to first scroll through and read knowledge base content before they actually are able to submit a request.
AI powered search tools like Inbenta.
Zendesk Help Centers have a great way of presenting customer data through accurate and immediate answers to their questions based on the intention behind their query, not the keywords.
Request categorisation
Zendesk Help Centers have a unique way of categorising an end user request. You can ask users to put their request in the corresponding category/section which makes it very easy for your agents to respond providing the most relevant answer in a quick and automated manner.
We will be looking into more ways to improve your customer’s Help Center experience in the next articles we will be posting.
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Until next time 🤜🤛