Knowledge management

Article
9 min read

Five of the best knowledge management examples

Here are our favourite knowledge management examples and perhaps the kind of knowledge base that your company will want to develop

Article
4 min read

How to: Deliver premium customer experiences with automation all around the globe

Consumers’ expectations have been rising in the past two decades and even more recently, as eCommerce…

Article
3 min read

3 steps to improving customer satisfaction this Black Friday

Despite the Black Friday phenomenon being just a few years old this side of the pond,…

Article
4 min read

Knowledge management maturity: Tips for levelling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organisations can keep content relevant.

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

Article
4 min read

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Guides and ebooks
1 min read

Using AI for better self-service

Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.

Article
2 min read

Building a best-in-class customer self-service experience

It’s common knowledge that the benefits of self-service for your customers, your team and your company can be significant.

Article
1 min read

Team up on self-service with Team Publishing

The key to a great self-service experience for your customers is having great content.

Article
5 min read

Using a smart knowledge base to unlock agent potential

Customer support jobs are most rewarding when agents come through with the right help at the right time.

Article
3 min read

Support your support with self-service

More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers

Article
6 min read

Keep your knowledge base healthy with the newest innovations

The healthiest knowledge bases are constantly iterated and improved upon over time, which we know only happens if agents and team members are empowered to contribute to and maintain the content

Article
2 min read

Be ready for anything: support forecasting and scheduling

One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service

Article
4 min read

Three things to consider when offering self-service

The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness.

Article
7 min read

Knowledge management best practices

A Q&A with Forrester's Kate Leggett on knowledge management best practices.

Article
3 min read

The dynamic, long-term impact of self-service

Self-service is often considered an end goal for a support organization.

Article
2 min read

Tap into the right self-service analytics to measure success

You know that self-service helps scale support operations, and that self-assist user portals keep customers happy, too.

Article
5 min read

Knowledge management cultivates high-performing teams

The first prospective customer I spoke to after starting at Lessonly was a call center leader.

Article
4 min read

Everyone is an SME in the self-service economy

Self-service experiences play a valuable role for scaling companies, helping them optimize internal resources and give customers more value.

Guides and ebooks
3 min read

Introducing Answer Bot®

A new way for customers to find the answers they seek even faster - introducing Answer Bot.