Buy theme for your Help Center!
View all themes

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

Posted on 20 Jun 2022

We live in the era of conversational CRM, where the “help center” remains an essential element of the customer experience journey. The growing need for human interaction has led to increased demands for both in-house support agents and outsourced support teams, where the quality of query handling significantly impacts customer retention and recurring sales.


zendesk relate 2022

So what was about the Zendesk Relate conference that took place on May 11th? Briefly, it opened with the statement that we are all part of the post-covid (vaccinal) economy, and we live in the era of e-commerce and online communications — and this “new normal” will not go away. The world irrevocably changed and will never go back.

This phenomenon is called the “plateau effect”, which informs us that new customer habits are here to stay. So, if yesterday chatbots blew up the Customer Experience community, today it's just one of the many “fragrant” channels in the exotic bouquet of digital communications.

But conversational CRM does not just mean bots or automated messaging, it also includes chatting with real humans — the agents. So the opportunity to redirect customers to Facebook Messenger and WhatsApp is both crucial and tricky at the same time. On the one hand, it helps customers stay with the current and most popular chat platform — messenger, but on the other, it incites growth and diversification within staffing echelons.

Thankfully, there are solutions for the cost increase, and Matthias Goehler, Zendesk EMEA Chief Technology Officer, talks about them in his interview with diginomica:

 

“There are so many simple requests that you could actually help yourself. So things like self-service are very important. Having proper FAQs. Having a proper customer portal community type of thing where you can hopefully find a lot of stuff. A good answer bot is important.”


clear cover help center

To summarize, if the conversational CRM era is here to stay, it means that automated help centers will be required as never before. But the question is — can they be as responsive as the equivalent real agent chatting with you?

The answer is yes, BUT (and it’s an important but) — the help center page should be tailor-made to suit your customers’ needs. Of course, the basics like ready-made themes is already a great step to minimize the pressure on your support team. But if you want to sound “friendlier” in your help center, spend more time pairing responses that reflect your brand values both in timbre and tone.

Consider the following example from our portfolio:


help center design

Source: https://help.hibob.com/hc/en-us 


Following the Zendesk Relate conference, we gained valuable insight regarding the “renewed focus on meaningful employee experiences”, as proven by our portfolio case study of the internal help center for Zendesk’s go-to-market team, which we recently wrote about.

Subscribe to our newsletter to stay tuned for the latest announcements and find more news and content from us on our social media!

It's time to get your ideal help center!

View all themes

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