Companies can use the Knowledge Capture app to:
- Increase Efficiency of Capturing Know-How: Now, customer interactions are an opportunity to capture new content, flag outdated content, and search for articles to hyperlink within tickets -- all directly within Zendesk Support. The continuous feedback loop increases efficiency by creating a knowledge resource for both new and seasoned agents to use and improve their productivity and experience.
- Improve Insights on Knowledge Usage: With insights from the Knowledge Capture app, customer support managers can see which teammates are contributing to the company's knowledge assets and which pieces of content are the best at resolving issues.
- Improve the Customer Experience: Give customers the information they need to resolve issues themselves, for faster resolution.
- Allow Agents to Focus on Complex Tasks and Customer Relationships: Automate answers to simple, repetitive questions so service agents can focus on more complex or interpersonal tasks.
To learn more about Zendesk Guide and how to be a part of the early access programs for both Knowledge Capture app and Answer Bot, please visit www.zendesk.com/guideAbout Zendesk Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com. Source: Zendesk, Inc. 1 Forrester, " Online Self Service Dominates Yet Again. Why? It's An Effortless Way To Get To Your Answers," January 28, 2016 by Kate Leggett