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Zendesk reimagines customer self-service with new Help Centre

Announcement posted by Bench PR 22 Aug 2013

As customers increasingly help themselves online, companies gain simpler tools to customise Help Centres and make them more relevant

Melbourne, Australia – August 22, 2013 – Zendesk, the leading provider of cloud software for better customer service, today launched Help Centre, an all-in-one knowledge base, community and customer portal designed for customers to help themselves. The new Help Centre enables any company to create a self-service portal that is beautiful and relevant for their customers and is as simple to create and customise as a blog.

Self-service is more important than ever before as consumers increasingly expect to find their own answers to support questions. Four times as many customers seek answers for themselves through self-service options than submit a request to a company for support.1 Meanwhile, two out of three consumers say they prefer finding their own answers over interacting with customer service representatives, a separate survey found.2

“Consumers want customer service on their own terms, and they expect to find immediate answers online,” said Adrian McDermott, Zendesk’s senior vice president of product development. “The new Help Centre makes self-service a first-class experience, both for companies customising it for their needs and for their customers seeking relevant content.”

Zendesk has offered self-service options since its founding, and last year launched a mobile-optimised interface for self-service. With Help Centre, Zendesk rethought and rebuilt the experience from the ground up to fit the expectations of today’s customers.

For customers, Help Centre surfaces more relevant content more quickly so they can get answers in fewer steps. It features a new community section inspired by leading question-and-answer sites, where customers can participate in conversations with one another.  Trending questions are highlighted to the entire community, and questions are recommended to customers based on the content they’ve viewed in past.

For companies, the new Help Centre focuses on simpler customisation and management so they can make it their own. New features include:

     Themes:  Zendesk is one of the first to bring the concept of design themes, common on website-creation and blogging platforms, to business applications. By applying a theme, companies now can quickly start their own help centers and make them look beautiful immediately. They can also customize them further without needing to be an expert in HTML.

     Content management: Keeping a help centre updated has never been easier. A new administrator toolbar allows for editing and drafting of content directly from a company’s live help centre.

     Multilingual content: Across more than 40 supported languages, including major Asian and right-to-leftlanguages, companies can manage multilingual content from one place by linking translated versions of content with the default language.

“Our donors are our customers, and they turn to our website first when they have a question,” said Kaitlyn Jankowski, supporter experience manager at charity:water, a non-profit bringing clean, safe drinking water to people in developing nations and a test customer for Help Centre. “We pride ourselves on delivering excellent customer service, and that requires an online help center as beautiful and easy to use as our website. Zendesk and its new Help Centre let us deliver on that promise.”

To learn more about Zendesk’s new Help Centre, visit www.zendesk.com/self-service

About Zendesk

Zendesk builds cloud software for better customer service, bringing companies and their customers closer together. With Zendesk, companies engage directly and openly with customers, building more meaningful customer relationships that last a lifetime. More than 30,000 companies, such as Gilt Groupe, Disney and Box, use Zendesk to provide service to more than 200 million people worldwide. Founded in 2007 and based in San Francisco, Zendesk has offices in seven countries and funding from Charles River Ventures, Benchmark Capital, Matrix Partners, Redpoint Ventures, Index Ventures, GGV Capital, and Goldman Sachs. Learn more at www.zendesk.com.

[1] http://www.zendesk.com/resources/customer-service-benchmark

[2] http://www.zendesk.com/resources/searching-for-self-service


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