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The 7 Sins of Self-service Support

there are some mistakes that businesses often make with a self-service support that can be worse than not having self-service options at all. These practices make businesses fail on the promise of self-service support; they are the 7 deadly sins, those which must not be named, but which we shall.

Correct Community Support. Tips and suggestions

As the owner or administrator of an e-commerce website, you need to be able to get and give feedback from your existing and potential customers. You need to create a community support forum through which your target market and the public can raise questions and concerns and get a response from you.

What should you consider before setting up community

Setting up a Zendesk community forum is a great way to stay engaged with your target market. However, it is not uncommon for community forums to start strong only for them to fade into oblivion. Taking the following factors into consideration before setting up a Zendesk community forum will help you to set up correctly and keep growing your membership

Tracking Help Center Metrics effectively

Your help center can be a powerful tool in your hands if you know how to extract the essence of all activity on it and use it to your organization’s benefit. Analyzing activity data such as searches, comments, subscriptions, requests, and responses will help you fine tune your services, plan your business strategy and improve the quality of service.

Control visibility of your content to specific user groups easily

When your organization’s internal information is relatively less, storing and sharing it among your clients or internal staff is relatively simple. There comes a time, however, when you need to organize your material and control the way you share it. This involves making some of your documents and features available to certain users, but hiding them from others. A centralized knowledge base such as Zendesk lets you organize and share your content and control visibility to specific users or user groups easily.

6 Top Apps for Your Zendesk Help Center and Knowledge Base

By using Zendesk knowledge base apps and Help Center apps, you can create optimal functionality for both your support team and your customers. Zendesk provides a range of apps that increase efficiency for support ticket processes and help you fill your knowledge base with relevant, quality content fast. Here's a look at six top Zendesk Help Center apps you might want to consider.

How to Drive Traffic to Your Forum and Knowledge Base Pages

A healthy knowledge base and Help Center community bolsters success for you and the customer. When customers can find easy, accessible self-service options, they can solve basic problems quickly, and that leads to increased satisfaction.

Why You Need a Mobile-Friendly Help Center

As of 2014, mobile access to the internet was greater than fixed-device access, and the trend has continued through today. That means more people get online on mobile devices such as smartphones and tablets than get online via traditional desktop computers or laptops. As the line between laptops and tablets blurs thanks to products such as flip-and-fold computers and netbooks, it's more important than ever to ensure your entire site is friendly to mobile users.

What Makes a Zendesk Help Center Look Professional

One of the benefits of starting with Zendesk for your website Help Center is that you begin with a proven architecture that delivers professional results. While functionality is certainly critical for customer service, you also want your Help Center pages to look and feel professional to users. Customers that land on your Help Center pages may yet know very little about your brand, so it's important to make a good impression, and customers loyal to your organization expect solid service across all your pages. Here are some ways you can make your Help Center look professional.