Part 4 of 6 (Basic Zendesk Setup): Give Service 24/7 for free

Don’t make the mistake I made the first time I used Zendesk: not setting up a Help Center using Guide. Help Center’s are our friends. They help to reduce customer inquiries by answering the most common questions and showing step by step procedures for simple how to’s.

Some people may feel that Help Centers are impersonal, and perhaps to some they are. But that doesn’t make the unnecessary. The world is made up of different types of people. Some of us are talkers, others are researchers, some of us are “do it for me” people, others do it ourselves.

Even if you (personally) aren’t a fan of the DIY model, it doesn’t mean your customer won’t be.

When setting up your Help Center, here’s where you may want to start:

  • What do you wish customers knew they could do on their own? Document this in a step by step process and incorporate video, so that they know how to do the process without you. These articles (that’s what Zendesk calls them) can also be sent to customers should they write in and ask questions. This will cut down on your reply time and can also introduce the customer to the Help Center.

  • What are your policies? Most policies are written in legal terms and go over most of our heads. Use your Help Center to soften some of that language and communicate your boundaries in a more relatable way.

  • Differentiate between an FAQ and a process document. FAQs answer simple and common questions: do you accept returns? When can I expect a refund? Process documents show you how to do something: How to update your account, how to process a return, etc.

If you’re confused about the difference between a Help Center, Knowledge Base and FAQs you’re ont alone. While this is just opinion, we use the following guidelines to differentiate:

  • Help Centers (HCs) are most common for ecommerce businesses. They are a space for customers to find information without contacting support. You may list business hours, how to get in touch, policy info, product information, etc.

  • Knowledge Bases (KBs) are most commonly used by SaaS companies, or businesses that have a product they want to show people how to use. In most cases, these KBs have a ton of how to documents presented as process documentation. KBs are also sometimes locked down and require a sign in to protect information from non-users.

  • FAQs can exist in both HCs and KBs and may be their own category.

We also create what we call Resource Centers which are an extension of agent training that allows agents to search for process documentation they may have learned in training. This helps to reduce escalations and improve confidence.

No matter what Zendesk Guide powers them all.

We believe in a world where people have options and resources. If your Help Center deflects 10% of your contacts, that equates to less staffing required and more time to focus on important requests that require insights from actual people.