Trends and Research

5 Best Practices in Knowledge Management

This practical guide provides some best practices in knowledge management, explaining how your company can create an informative help center

5 Benefits of Self-Service Portal in B2B Sales

Whatever a B2B company does for its customers, there comes a time when it also must provide support for them. It’s just a feature of doing business in the 21st Century.

Maximizing Customer Engagement: Why Zendesk Help Centers are Essential for Etsy Sellers

Etsy is one of the most popular online marketplaces for artisans, crafters, and creative entrepreneurs. With over 2.1 million active sellers and 40 million buyers

5 Benefits of Knowledge-Centered Support in Building a Customer Support Team

A great customer experience is the foundation of a company’s reputation and is essential to build a positive public image. Whether it’s help with something specific like how to create an electronic signature or more general information about products and services, customers are likely to need a broad range of support.

Help Center takeaways from Zendesk CX Trends

Packed with data and valuable insights, the Zendesk Report 2022 gives folks who work in customer support even more homework, from how to work with AI and automation to how to implement conversational services, organize agents' training, in addition to other helpful recommendations.

5 reasons why it’s important to refresh your Help Center design

UX trends in the redesigning of help centers and self-service portals. Five best recommendations to guide and assure you about the changes you want to make. Take a look and be ready to refresh the design of your web portal!

Ticket deflection — what does it mean?

Knowledge base and ticket deflection — all you need to know. Go to the article to learn about self-service advantages, what ticket deflection means, whether it is measurable, and how to find the deflection ratio.  

When In Recession: The Importance and Benefits of Self-Service

Most Americans believe that there’s a recession on the way. This has already started to influence businesses as companies try to reduce costs and explore opportunities to increase their efficiency. Seeking solutions, experts look back to the history of recessions and find that an excellent customer experience can be a business’s greatest ally in these challenging times.

How does your Zendesk help center talk to your customers? Based on the May 2022 Zendesk Relate conference

Discussing the place of Zendesk help center in the era of conversational CRM — how it helps to increase support costs, what Matthias Goehler, Zendesk EMEA Chief Technology Officer, says, and what the community of customer experience thinks.  

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