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- NHS
- daimler
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- Godrej
- rio tinto
- essilor
- rogers
- lyca mobile
- mcafee
- stella telecom
- tugo
- jaguar
- rutgers
Knowledge management system serves as a best tool to boost customer support
- The repository of articles
- Forums and Community
- Advanced Help Center Customization
- Direct ticket submission
- SEO friendly
- Help Center reports and insights
- Multi-brand Help Center
- Domain Mapping
- Secure access
The repository of articles
Share your support agents' knowledge with your customers through the customer self-service portal. Publish valuable content in the form of help articles and FAQs. This helps you build a knowledge repository with loads of relevant and educational information that can be useful for both your employees and your customers.
Forums and Community
Enable your customers to engage in discussions with each other and with your company. With Communities and forums facilitated inside your self-service portal, customers can ask and answer questions and share ideas on a common platform. This helps your customers to trust your brand more and improves their over all experience.
Advanced Help Center Customization
The advanced customization options from Zoho Desk's Knowledge management software bring you HTML and CSS (cascading style sheets) to help you make your Help Center look just like an extension of your company's website. Web-savvy Zoho Desk administrators can directly work on the Help Center's HTML and customize the site's CSS to fit your requirements.
Direct ticket submission
After going through the help center, a customer may still have issues that need personal attention. Zoho Desk's knowledge management software makes it easy for them to submit tickets directly from the Help Center. They can also track their tickets' status from the same interface.
SEO friendly
Having great help center content is only useful if it ranks well on search engines. Zoho Desk's SEO-friendly free knowledge management system makes this process uncomplicated and ensures your customers end up in the repository that you've created for them. Using meta titles, keywords, and descriptions, Zoho Desk makes your support pages easy for search engines to locate.
Help Center reports and insights
Zoho Desk's online knowledge management software comes with built-in reports to monitor the customers' self-service behavior and engagement levels. You can also create your own dashboard just as easily. Zoho Desk's help center can also be integrated seamlessly with Google Analytics to help you track and trend how your customers are interacting with your Help Center.
Multi-brand Help Center
Customize your Help Center completely for each brand you support, and set up different Knowledge Base Articles for every brand.
Domain Mapping
Map your Help Center to your own domain and make it a true extension of your brand.
Secure access
Decide who can access your Help Center by allowing public access or by requiring visitors to set up accounts.
Felipe Quiceno Manager"Our company has been trying a lot of help desk apps for a long time, always feeling that something is missing, Zoho Desk helped us to change that."
Alexander Buhler Manager"Easy to set up, nice design, and easy to navigate. Great value for small projects and can be scaled to larger projects at any time."
Swaroop Naik Senior Manager" As a platform, it has a simple user interface and can be customized according to our specific requirements without much effort. The customer service team at Zoho has provided us excellent support as well."
- Felipe Quiceno Manager
"Our company has been trying a lot of help desk apps for a long time, always feeling that something is missing, Zoho Desk helped us to change that."
- Alexander Buhler Manager
"Easy to set up, nice design, and easy to navigate. Great value for small projects and can be scaled to larger projects at any time."
- Swaroop Naik Senior Manager
" As a platform, it has a simple user interface and can be customized according to our specific requirements without much effort. The customer service team at Zoho has provided us excellent support as well."
Don’t mean to brag but
What are the benefits of having a knowledge management system in place?
- FOR SUPPORT AGENTS
- FOR CUSTOMERS
- FOR BUSINESS
Reduced ticket volume
A knowledge management database is made up of useful information and resources. Hence, navigating to the knowledge base through a self-service portal directly reduces the number of support tickets agents receive every day. Customers can find the answers to their own questions making it unnecessary for them to submit a ticket for most of the problems they face.
Zero redundant effort
A knowledge management system with help articles and user manuals makes agents' problem-solving efforts re-usable. When an agent finds a new solution, it can be added to the system for other customers to find. As a result, customers submit tickets only for real issues that demand agents' help. This streamlines the agents' work by eliminating the duplication of effort.
Optimized service and improved productivity
Customers get redirected to your knowledge management solutions through a self-service portal. This enables agents to optimize their efforts to improve the resolution rate for complex issues and build meaningful customer relationships by helping customers resolve difficult problems.
Availability of 24-hour support
An online customer portal powered by a robust knowledge management system provides customers with all the relevant information whenever they want. This prevents them from going through the traditional process of customer support like writing an email or creating a ticket. It enhances customer satisfaction through ready-made results.
Stimulated innovation and skills
With step-to-step guides, DIY videos, images, screenshots the self-service portal gives customers a chance to try new things and build their own tools. The portal also serves as a platform where customers can learn more about a company's product suite.
Improved CX
Customer satisfaction improves when customers can find solutions quickly by browsing through the FAQs and resolving an issue by themselves. The more customers collaborate with others in the same community, the more likely it is for them to feel a great overall support experience. A customer portal is a one-stop spot for such positive customer interactions and valuable content.
Lowered support costs
With your customers finding answers on their own and your support agents no longer spending time and effort on repetitive customer queries, an online knowledge management system reduces support costs and improves customer engagement. Keeping the knowledge base content up-to-date even boosts web traffic to your company's website.
Increased customer retention
An effective knowledge base as a part of your company's website and a community forum for your customers to discuss ideas can greatly improve customer loyalty. It helps in building meaningful relationships with your customers, reducing the customer churn rate.
Positive recommendations
Accessing meaningful and relevant information, and participating in an online community allows your customers to use your product or service to the fullest. The enriched customer experience impacts customer loyalty and guarantees glowing customer recommendations.
Why is Zoho Desk the best choice?
As the industry’s first context-aware help desk software, Zoho Desk provides context about customers, conversations, and integrations. Most businesses in the market claim they’re the best. But here’s what makes Zoho Desk truly stand apart: It has features no one else is offering, packed within budget-friendly plans.
- Features Zoho Desk Zendesk Service Cloud Freshdesk
- Features Zoho Desk Zendesk Service Cloud Freshdesk
- Real-time notification center
- Team Ticket feed
- Two-way integration with Zoho CRM
- Team Chat
- AI-powered voice assistant
- Custom Reports
- Custom Dashboards
- Dedicated Mobile App for Managers
- Advanced process automation
There's just one thing that we DON'T have: Unreasonable prices
Number of users :
Save at least 49% with Zoho Desk.