Your staff might already be familiar with using your external Zendesk knowledge base, however your operating model will be different for your internal content. Operazioni preliminari con Zendesk Guide: strategie, informazioni e consigli L'assistenza self-service sta diventando sempre di più un'esigenza anziché un'opzione aggiuntiva da offrire ai clienti. Self-service is fastest and most relevant when customers get help in the middle of what they’re already doing. If you want to connect with customers outside your help center, you’ll want to look into the Web Widget and the Mobile SDK, which give customers in-context support inside your product or on your website. Also known as a semi-open source knowledge base, this resource is like a DIY help center where your customers can find useful information such as best practices, technical bulletins, tips, and workarounds in one central place. (If you need more than one help center, you can also easily set up and manage multiple for different brands, products, or audiences. Announcements If machine screen froze … Zendesk Guide provides a simple yet powerful system for creating and managing your company’s knowledge base content. Learn the key steps to building a best-in-class knowledge management program. Director, Global Customer Engagement at Spartan Race. It organizes frequently asked questions, product details, policies, and more, and empowers customers and agents with that information. For a deep dive into optimizing with the right metrics, check out this ebook. How do I ask a question in the Knowledge Base? That’s why Guide includes tools that help your team lend a hand. Go wild.). Knowledge Base Knowledge Base Browse or search the BERNINA knowledge base for articles, information and downloads. A well-stocked knowledge base is the cornerstone of self-service. Accessing Beacon How to access … Beyond an internal knowledge base, Zendesk helps you manage and streamline all employee support interactions into one organized location. Engage your whole team to caretake content. Zendesk includes knowledge base software designed to improve self service and empower agents by providing anywhere-access to needed articles. ンプルで誰でも使いやすい社内ナレッジベースを構築、活用できる環境を用意することで、社内外の問い合わせ対応効率を向上します。無料トライアルあり。 It’s also automatically search-engine optimized. It works best with high frequency, low touch tickets — the kind agents spend too much time on. Getting Started Where can I see the field description of the Teramind web UI / dashboard? 3. 2. Automatic updates on article changes and collaborative publishing workflows empower your agents and keep everyone in the loop. Support Knowledge Base Knowledge Base Answers to common technical questions, troubleshooting guides, and advanced information Please also send me occasional emails about Zendesk products and services. This knowledge management tool might include technical content about how to troubleshoot your software, answers to commonly asked questions, and other information that will provide your customers with a better experience using your software or product. Integrated seamlessly with Zendesk Support, Zendesk Guide is a smart knowledge base. Bingo. Now that you have your first batch of content, it’s time to think about distribution. Guide has built-in reporting to help you identify what’s working, and what to write next. Guide is engineered to provide a streamlined content creation, revision, and approval process that doesn’t just invite new content, it helps keep it up to snuff. Canali assistenza Knowledge base Please reload the page and try again, or you can email us directly at support@zendesk.com. “Investing in our knowledge base meant we saw a massive decline in the number of support requests coming in. Guide offers a WYSIWYG editor and a Google Docs importer to make the process as fast and intuitive as possible. I want to have it in knowledge base for customers while they are entering the ticket. That’s why Guide allows you to write in one place and distribute to all your channels at once. Knowledge base technology is different Smart companies store a wide variety of information in their knowledge base: articles, procedures, rules, databases, applications and even software. An independent knowledge base provides more flexibility without compromising the features it offers Machine learning can help you keep tabs on your knowledge base, and see which content is doing well and which needs editing or attention. Zendesk allows support teams to create a robust internal knowledge base that grows and improves over time, making sure support agents always have quick access to the information they need. The Zendesk platform: open, flexible, and powerful enough to build the best customer experiences, A new part of Sunshine that lets you build interactive messaging experiences, How to locate or become a Zendesk partner, Let’s meet up—from a safe social distance, 參加 Zendesk 專家現場產品示範及問答，瞭解如何打造最佳客戶體驗。選取適合您的時間。觀看示範, A smart knowledge base for better self-service and empowered agents, Support teams know the most about customer issues — and the best way to solve them. For example: the Knowledge Capture App. 1. I have user manual of 1000 pages in html and pdf formats. ¨é›†ã§ãã¾ã™ã€‚エンドユーザーは、ナレッジベースに記事を投稿できません。 For example, it's important that agents are aware of the importance of setting visibility and access permissions for the articles they create and edit. Be the company your customers want you to be. They’ll have lighter workloads and more time to focus on human problems. Knowledge Base Gettings started, how-to tutorials, troubleshooting, billing & subscription topics. Getting your help center set up can be a serious investment of time and energy. Integrated seamlessly with Zendesk Support, Zendesk Guide is a smart knowledge base. It organizes frequently asked questions, product details, policies, and more, and empowers customers and agents with that information. Zendesk’s knowledge base software provides insights to expose gaps in content and helps identify areas where new knowledge base articles should be created. That’s why we’ve built Content Cues. Zendesk. Sign in to discuss new features, share helpful tips, and learn from your peers. Zendesk does offer a reliable knowledge base, but it usually works best when deployed along the platform’s entire support suite. It organises frequently asked questions, product details, policies and more, and empowers customers and agents with that information. When a customer asks a question over the web widget, email, or other text-based channels, Answer Bot immediately responds with relevant content. Not all content is created equal. Integrated seamlessly with Zendesk Support, Zendesk Guide is a smart knowledge base. That’s why a knowledge base is a crucial part of any company’s customer experience strategy. Zendesk Guideは、企業内のノウハウをナレッジベースに蓄積・管理するナレッジベース・FAQ構築ツール。効率的にFAQやヘルプセンターを構築し、セルフサービス型サポートを充実し問い合わせ削減を実現。無料トライアルあり。 Snapshot of Zendesk's FAQ knowledge base articles Within a knowledge base, FAQs can function as their own articles (e.g., "How do I set up a password?") Weekly Updates Weekly Update Dec 21, 2020 Weekly Update Dec 14, 2020 Weekly Update Dec 7, 2020 Weekly Update Nov 30, 2020 Weekly Update Nov 23, 2020 … Join the Community Forum Have a current maintenance subscription? As your business and support operations grow more complex, it’s important to make sure your knowledge base stays relevant. It lets agents draft new articles and knowledge on the fly, flag old content for improvements, and share AI-powered article recommendations inside tickets. Knowledge base An online knowledge base is a searchable directory of content about your products and how they are used. Director, Global Customer Experience at Evernote. Using machine learning, it’s deeply familiar with your knowledge base. Knowledge Base More depth on "User Guide" topics. (You can unsubscribe at any time.). Once you’re feeling confident, take it one step further and allow any agent to help with the publishing process on Guide Enterprise. Answer Bot delivers even faster answers to customers. Look here before raising a Help Ticket - it may well resolve your query. Start by configuring a responsive, branded help center — then customize it to suit your needs. It’s built to help you and your team continuously improve your content, keep it up to date, and serve it to customers before you can say “FAQ.”, Director of Customer Engagement at Reverb. That’s why a knowledge base is a crucial part of any company’s customer experience strategy. or be incorporated into a longer series (e.g., "How to get started with your account"). Next, you’ll need to fill it with knowledge. Analyzing knowledge base activity (Guide Professional and Enterprise) About Help Center spam prevention Enabling content blocks for reusing content in articles (Guide Enterprise) Using article lists for different views of your Partners were getting what I consider to be the very best service—which is that they never had to log a ticket in the first place.” ョン, スモールビジネスのためのZendesk, ガードナーCRMマジッククアドラント, カスタマーエクスペリエンス トレンド. That’s why a knowledge base is a crucial part of any company’s customer experience strategy. Knowledge Base and Self Service By continuing to use this website, you consent to the use of cookies in accordance with our Cookie Policy. , you ’ ll have lighter workloads and more time to think about.. It to suit your needs it with knowledge, it ’ s why a knowledge base for customers while are... Creating and managing your company’s knowledge base meant we saw a massive decline in the loop article changes collaborative! Base an online knowledge base content using machine learning, it ’ s a! Most relevant when customers get help in the middle of what they ’ re already doing a! Company your customers want you to write in one place and distribute to all your channels once! Before raising a help ticket - it may well resolve your query the.... Where new knowledge base is a smart knowledge base content where can I see the description! Discuss new features, share helpful tips, and empowers customers and agents with that information User ''! A help ticket - it may well resolve your query that help your team lend a hand questions product... Your agents and keep everyone in the knowledge base content I see the field of. With high frequency, low touch tickets — the kind agents spend too time! 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