ZenDesk Reinvents Self-Service with a New Help Desk

Simplicity is key to Zendesks beliefs.  Make it easy for the customer and the business to gain access to support, and to help the customer can save money, time and have an all round better service.

Self service is now more important and vital to any business.  It probably trumps all other needs (including social) in a business.  So adopting self service techniques is the future.

Today, ZenDesk launched Help Centre, an all-in-one information knowledge base, community and customer portal designed for the customer so they can help themselves and self manage tasks that before would have been dealt on the phone.  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.

Some 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.

A quote from a customer:

“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.”

In an instant gratification era, Self service is the way forward, and customers want and need it.  Smartphone users have created the instant gratification users, so companies need to adapt to it.  Zendesk, among other companies is the answer.

Read the full report here

Stefanie Amini
is Specialist in Customer Success and chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe