What a challenge! An Internal Help Center for the go-to-market Zendesk teams

Posted on 9 Sep 2022

Do you have a help center for multiple teams or types of customers? Are you having trouble organizing and designing it effectively? The help center customization is your solution!




As a trusted partner of Zendesk, we at Lotus Themes were thrilled to take over the project of renovating and customizing their existing internal help center. The challenge was to make it the united and only source of know-how for many go-to-market teams.

Zendesk had already developed various features on their help center before coming to Lotus Themes for help. As Niall Thomas, Global Manager, Knowledge Management at Zendesk, explained, he had reached the limits of his expertise and needed outside help.

In this case study, you can find out more about Zendesk’s project to customize their internal help center: What were the issues, and how were they resolved? What are the features Niall and his colleagues use now? What do they recommend to those facing similar challenges?


1. Scope

At Zendesk, the go-to-market department consists of various teams that aim to share their useful content with colleagues. At this stage, organizing the categories and sections and designing easy-to-use navigation is crucial. Not only should the user have a simplified user experience, but also experience a professional look and feel. Thanks to Niall and his holistic understanding, we were provided with a crystal clear explanation of issues to solve:

  • complex navigation
  • disorganized sections and categories
  • outdated UX and UI

As a responsible and experienced knowledge management specialist, Niall did everything he could to solve his conundrum, and he came to us only when he reached the point when it was just beyond his expertise to proceed to the development stages.

“I needed to be able to make further adjustments and customizations myself on the fly because things change so quickly. And that was easily done. So I consistently make changes, improvements, and little tweaks myself. I can work with the documentation and code because everything is documented very clearly for me, so I can navigate it very easily if I need to make any adjustments.” 
 

Niall Thomas, Zendesk


Niall persuaded his colleagues that Zendesk didn't need a new help center for every team. They just needed to update the oldest one and have “one single version of the truth.”

“There were so many different departments in our help center, and we were trying to consolidate. When I started, there were two or three help centers all on the same brand. And I've been trying to bring them all together so that we can search and find that information easier and work quicker and better together.”
 

Niall Thomas, Zendesk

The main goal was not just to build or rebuild a help center but to elaborate a self-service space and intranet-type site that would also be connected to other systems of corporate education.


2. Problems and solutions


The Reduction of Scrolling

Employees are also customers and don't like losing their precious time looking for necessities. To facilitate the searches, we reduced scroll time by consolidating information on one screen, thus opening up space and making the page less busy.


The navigation bar and its influence

As Niall explained, the previous top navigation bar was not so efficient — not all the categories were visible when the cursor was on the menu. We optimized the display of the subparagraphs and the general navigation system. Along with the home page compression, this solution allowed us to adapt the help center page to different screens.

“I have a small MacBook Pro with a 13-inch screen. Before, 90% of the time, I move it over onto my larger screen. But now, I don't need to do that; now, it translates very well. I've also used the help center page on my smartphone, and it's also working well.“
 

Niall Thomas, Zendesk


Popular searches

Small things can change everything. In the project, we integrated the search with recommendations based on new and popular requests. This feature works well because it allows employees to discover something new that they didn't know existed in the knowledge base. As Niall says, it's not about findability but discoverability.

“So we're absolutely delighted with that option and glad that we listened to Lotus Themes’ suggestion to add in these little popular searches — Google Analytics showed that 41% of our users are using it. It's obviously making a difference.”
 

Niall Thomas, Zendesk


3. Measurements are important

We were impressed by Zendesk’s approach to analytics — they use reporting, and a lot of it, which helps to understand what’s going on and where to go further.

In our case, after help center updates, Zendesk reporting and Google Data Studio showed Zendesk's team an increase in sessions and average time spent on the page.

And as for productivity, which is hard to measure, of course, Niall found out that the new onboarding team of the go-to-market department increased the results after using the newly updated knowledge base.

“We are using the help center in tandem with the training and learning management systems. So we're creating a self-service program that encapsulates all of those things together.”
 

Niall Thomas, Zendesk


4. Customization can change everything

All in all, we have to say that we are glad to be trusted by Zendesk and be able to contribute and share their great aims and results: now, their internal help center is more than just a knowledge base — it’s a platform adapted to the needs and demands of different users.

In the end, we asked Niall to share some nuggets of wisdom with anyone thinking of making some improvements for their help center. Here’s what he said:

“Always remember the long-term maintenance part. Make sure that it's easy to maintain yourself in the future. Also, be aware of what you don't know — have an open mind, be open to Lotus Themes’ suggestions and recommendations, and trust them to make the right call when you're stuck.”
 

Niall Thomas, Zendesk

It's time to get your ideal help center!

View all themes

Try a theme free for 14 days

Give us your Help Center URL and email address, and we’ll give your trial link.

Email *
Help Center URL *

Choose a theme you’d like to try.

Please submit recaptcha

Try a Zendesk theme free

No credit card required

We use cookies to provide you with a better service and for promotional purposes. By continuing to use this site you consent to our use of cookies as described in our Privacy & Cookie Policy.
Thank you!

We’ll get back to you within 24 hours.

In the meantime, you may look at the examples of Zendesk help centers we customized.

Bonus: We’ve emailed you “Zendesk Help Center Best Practices from CX Leaders”

Get a Personalized Solution for Your Help Center

Answer 7 questions and get an exact quote. It will take 2-3 minutes, and you'll get a custom help center solution that solves your business problems.

Bonus: Get a compilation of Help Center Best Practices from CX Leaders

What is your Help Center URL, if you have one?

Where can we find your website? *

Do you have a mockup for a new design of the Help Center?

What problems do you want to solve with the help center?

The better you describe your current situation, the more personalized solution we’ll offer you.

What is important to you in this help center project?

Please describe what is important to you to make a decision (except the price).

Which of our themes would suit your brand best?

Choose as many themes as you like. You may skip the question if you aren’t sure.

What is your budget range for this project?

The higher the budget is, the more customized your help center can be. Lower budgets allow you to get more standard changes.

Enter your corporate email to get your personalized solution and quote

Email *
Name Phone number (optional)
Please submit recaptcha