📚 Introduction to Zendesk Help Center
Are you a Zendesk admin who wants to set up your help center but not quite sure where to start? Look no further! In this article, we'll equip you with the essentials you need to succeed. We'll cover everything from turning on your help center to creating a knowledge base, community forums, and customer portal.
🤔 Why Do You Need a Help Center?
Think about the last time you needed customer support. Where did you start looking for help? Chances are, you went to a company's website to find the information you were looking for. For many businesses, a Zendesk help center is that website.
When you set up a help center, you encourage customers to self-serve by making the information they need to answer their questions available through knowledge-based articles. You also empower customers to help each other by giving them a place where they can talk to each other, share their experiences and best practices, and manage ongoing requests.
🚀 Turning On Your Help Center
To turn on your help center, go to Zendesk support admin and then to settings. Create a new brand with a new help center, and name it. Think of a subdomain for your help center. This is going to be the first part of the web address that end-users see.
There are a few other options here that you can come back and tweak later if you need to, but for now, save changes to move to the next step. This creates a help center, which you can see from here.
📖 Creating a Knowledge Base
The first thing you see below the search bar are the sections for your knowledge base. A knowledge base is the part of your help center that houses articles. Sections are collections of related articles, and there are two here for you so you can see how the knowledge base works.
Adding articles to your knowledge base helps you deflect tickets by giving your end-users the answers to their most common questions. When they can find the solutions on their own, they get answers more quickly and avoid contacting your support team.
By default, end-users can follow an article to receive notifications when it's updated. They can vote on whether or not they find the article helpful, and they can leave a comment at the bottom.
💬 Creating Community Forums
In addition to reading articles that you and your team have written, end-users can check the community forums to ask a question or see if anyone else already answered a similar question. Community forums are part of your help center where customers can go to discuss their questions with each other.
Your end-users outnumber your staff, and this is a great way to leverage their expertise. With customer forums, agents or other community members can answer a question once and help multiple people answer the same question without having to submit a ticket.
Community content is organized into topics. Topics are collections of related posts, so for example, the general discussion topic has these posts in it. A post is the start of a community conversation. End-users can vote on posts, share posts on social media, or respond to their own comment.
📞 Creating a Customer Portal
End-users can contact you through your customer portal, which takes them to the customer portal. The customer portal is the part of your help center where end-users can go to manage their requests from every channel.
They can also see the ticket status and respond with additional information if they need to.
🤖 Introducing AI Chatbot
If you're looking for a way to reduce the workload on your customer service team, consider using an AI chatbot. VOC AI's AI chatbot can automatically reduce a large amount of work on customer services.
🎉 Conclusion
In conclusion, a Zendesk help center is an essential tool for any business that wants to provide excellent customer support. By turning on your help center, creating a knowledge base, community forums, and customer portal, you can empower your customers to self-serve, help each other, and manage ongoing requests.
Pros
- Encourages customers to self-serve
- Empowers customers to help each other
- Reduces workload on customer service team
- Provides a one-stop-shop for self-service
Cons
- Requires time and effort to set up and maintain
- May not be suitable for all businesses
🌟 Highlights
- A Zendesk help center is a website where customers can find the information they need to answer their questions.
- Creating a knowledge base helps you deflect tickets by giving your end-users the answers to their most common questions.
- Community forums are part of your help center where customers can go to discuss their questions with each other.
- The customer portal is the part of your help center where end-users can go to manage their requests from every channel.
- An AI chatbot can automatically reduce a large amount of work on customer services.
🙋♀️ FAQ
Q: What is a Zendesk help center?
A: A Zendesk help center is a website where customers can find the information they need to answer their questions.
Q: How can a knowledge base help me deflect tickets?
A: By adding articles to your knowledge base, you can give your end-users the answers to their most common questions, which can help them avoid contacting your support team.
Q: What are community forums?
A: Community forums are part of your help center where customers can go to discuss their questions with each other.
Q: What is a customer portal?
A: The customer portal is the part of your help center where end-users can go to manage their requests from every channel.
Q: How can an AI chatbot help me reduce the workload on my customer service team?
A: An AI chatbot can automatically reduce a large amount of work on customer services.
