Customizing a Zendesk Community and Help Center for AEB

About AEB

AEB is a global software company based in Stuttgart, Germany, specializing in logistics and supply chain management solutions. The company provides software for trade compliance, customs management, export controls, and transportation management, helping businesses manage and optimize their supply chains.

AEB Headquarters, Sttugart

Testimonial

Katharina Hartmann / Project Manager

Together, we managed to set up a customer community that is tailored exactly to the needs of our customers. To achieve this, the Roca team came up with creative solutions for Zendesk Gather. We look forward to continuing to work with the team to further improve customer experience.

AEB

The Process

The Challenge

AEB needed a complete overhaul of their Zendesk Help Center and Community to create a more engaging, user-friendly, and functional interface for their customers.

The solution

Based on our more than a decade of expertise in Zendesk consultancy, we implemented the following customizations:

  1. Complete Design Overhaul: Transformed the default Zendesk interface into a clean, modern design tailored to AEB's brand.

  2. Custom Category Display: Implemented a tree-like structure for easier navigation, including filters, sections, and articles.

  3. Feedback Prompt: Created a system for users to provide feedback on articles, which generates tickets for follow-up.

  4. Tailored Navigation Menu: Developed a custom menu with intuitive filters and icons for easy content discovery.

  5. Enhanced Community Display: Designed a community interface with distinct topics, including a moderator-only section.

  6. Admin Recognition: Implemented badges to easily identify community moderators.

  7. Dual Mode Display: Created a sandbox environment for testing changes before implementation in the live system.

Key features

Our customizations focused on creating a more intuitive and engaging user experience, including a tailored navigation structure, feedback mechanisms, and distinct community roles:

  • Customized tree-like navigation structure

  • Intuitive filtering system

  • Feedback mechanism linked to Zendesk tickets

  • Distinct community moderator identification

  • Sandbox environment for testing

Results and Benefits

Our extensive customization of AEB's Zendesk Help Center and Community resulted in several key improvements:

  • Improved user navigation and content discovery

  • Enhanced community engagement

  • Streamlined feedback process

  • Clearer distinction between user roles in the community

  • Ability to test and refine changes before public release

conclusion

Our extensive customization of AEB's Zendesk Help Center and Community demonstrates our ability to "stretch the limitations" of Zendesk's platform. By creating a highly tailored solution, we helped AEB encourage self-service, improve user engagement, and enhance overall customer experience.

The case study also notes that while pre-built themes are available at lower costs (e.g., Lotus Themes, Premium Plus Zendesk Themes), our custom approach offers a higher level of tailoring to meet specific business needs.

This project showcases our expertise in pushing the boundaries of Zendesk customization, leveraging our experience from over 100 similar projects to deliver a unique solution for AEB.