![]() Furthermore, each Section will belong in a Category. Guide offers users a thorough set of options to control who can see and edit individual articles, as well as giving us a review process that allows those with knowledge to write articles, whilst giving managers/editors the final say on what gets published.Įach article in Guide must be categorised within a Section. This saves them time, as well as your agents. The idea is fairly simple allow customers to find well-written and clear answers to their questions. You can write, edit and save guides much like you would an email or Google Doc. An article can contain text, rich formatting, images, videos, links and more. Guide is simply Zendesk’s branded name for their help centre tool.Īrticles are the core building block of your help centre. ![]() So you might see “Guide” and “help centre” used interchangeably. Indeed, when you access Guide, you do so by visiting /hc (“hc” for help centre). ![]() It’s worth noting that Guide used to simply be referred to as a knowledge base or help centre. Instead, I will also show you three key ways you can ensure that pre-written knowledge gets to the right people at the right time. With this in mind, it’s pertinent that we make good use of this wealth of knowledge, and not simply hope that customers will find the knowledge themselves. Many companies spend huge amounts of time collecting and standardising knowledge to build hundreds of articles in their Guide. By the end of the article, you’ll have a firm understanding on how you can use Guide to improve your organisation’s customer and agent experience. That’s why I’m going to break down Guide’s key areas and uses in this simple guide. However, it can be a bit overwhelming knowing where to start. Most Zendesk packages that include Support will also include Guide, meaning it’s likely waiting for you as you read this. More than this, Guide can also help your agents insert pre-written instructions into ticket responses, as well as allow Zendesk’s Answer Bot to automatically respond to customer queries with relevant information, potentially saving time for your customers and agents alike. This ability to allow customers to solve their queries on their own, without the need for a costly agent intervention, is what makes it so important to make the most of your Zendesk Guide. With Guide, you can create articles to help your customers (and agents!) find the answers without needing to contact your support team (or ask a manager). Guide is Zendesk’s fully customisable help centre (sometimes known as a knowledge base or FAQs).
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