Introducing Zendesk Guide

By Liliya Apostolova

Published May 2, 2017
Last modified May 2, 2017

For many, self-sufficiency is a form of empowerment—and it’s usually a way to solve a problem more quickly. It should come as no surprise then that the use of self-service in the world of customer support has increased from 67 percent in 2012 to 76 percent today.

Customers want to be able to serve themselves; online forum community use has jumped from 31 percent in 2012 to 56 percent in 2015. Since reaching out to a support agent for help is an extra effort, any given service interaction is four times more likely to result in a more disloyal than loyal customer.

In parallel, customers also expect swift, accurate support when they contact you. In fact, Forrester reports that 77 percent of people say that valuing their time is the most important thing a company can do to provide them with good service.

To help customers take their self-service to the next level and establish a successful knowledge management practice, Zendesk is proud to launch Guide, a smart knowledge base for better self-service and empowered agents. With Guide, you can tap into your institutional knowledge and put it to work. Guide seamlessly integrates with Zendesk Support to reduce support costs and increase the quality of customer support on any channel. Guide can help:

1. Improve self-service with contextual help

Customers can self-service effectively and get contextual answers to questions wherever they ask, whether it be via a website, mobile app, or help center—that way customers can help themselves without leaving their experience. With Guide, customers can use Answer Bot to automatically resolve high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. It gets smarter each time you use it, suggesting more and more relevant content. Analyst firm Gartner reports that improved delivery of contextual knowledge to an employee or customer reduces a provider’s time to answer by 20 percent to 80 percent, raising competency and satisfaction.

2. Tap into your collective knowledge for better support

Agents can provide competent assistance quickly with access to the best answers in a dedicated, agent-only knowledge base that is searchable and accessible directly from the agent interface in Support. With Guide’s Knowledge Capture App, agents are empowered to capture and share their collective knowledge over time by turning solved tickets into content and offering feedback to improve the knowledge base every time it’s used.

3. Enhance knowledge with insightful reporting

Managers can easily manage and measure the effectiveness of their knowledge base with in-depth reporting and analytics. Guide reporting tracks how people are reacting to your content on Help Center, Web Widget, and in mobile apps. The data helps you determine where you need to optimize, or add, content.

A powerful pair

Guide is the only knowledge base solution that works seamlessly with Zendesk Support to reduce support costs and increase the quality of customer support on any channel. It does this through a feedback loop where agent knowledge improves your knowledge base continuously, and insights of how customers use your knowledge base is shown to agents to improve support.

It’s important for agents to be knowledgeable, but it’s the ability to effortlessly capture, organize, and share knowledge that matters most to grow and improve knowledge over time. Gartner reports that organizations with proper knowledge management discipline in place can reduce overall support costs by 25 percent.

Support organizations that tap into their collective knowledge to offer self-service options like FAQ articles can help customers faster and more accurately, and providing low effort experiences can not only lower costs, it can also result in loyal customers. According to the CEB, 88 percent of customers who experience low effort customer interactions are likely to spend more with the company, and 94 percent were more likely to buy again.

You can learn more about Zendesk Guide, Knowledge Capture app and Answer Bot here.