Cloud knowledge base
What is a cloud knowledge base?
A knowledge base provides helpful articles and other information that will improve your organization’s self-service offerings for customers by building on the collective experience of your agents.
With Zendesk Guide, a cloud-based tool that integrates seamlessly with Zendesk Support, you will be able to build a customizable help center, foster an online community, and deliver a customer portal that will improve agent efficiency and customer self-service.
Gets better with time
In addition, the Knowledge Capture app allows agents to turn customer interactions into new content, flag articles for updates, and search for posts that can then be shared in tickets. As self-service articles are created, they’re auto-optimized for search engines or in your own help center. The knowledge base software is integrated with Google Analytics so you can fine-tune information.
Easy-to-use management tools
In the event you delete an article, simply search the archive and restore the content. Organize your content on multiple levels (categories, sections), set up a central location for internal training docs, and use the content history feature to review edits so you can keep content accurate and up-to-date.
Customization, branding, and apps
Start your customers on the self-service path by creating community forums, which include profiles that display user information, activity, who they’re following, and contributions. Then use the software to direct new and edited end-user articles to a queue so it can be reviewed prior to publishing. You’ll be able to manage all posts and comments in the queue, or you can set a filter for specific words.Proaktiv werden
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Hosting a cloud knowledge base is just like building a help center for your customers. Kill two birds with one stone and learn how to do both.