Enterprise companies have unique challenges when it comes to offering the information most valuable to their customers. They have many contributors, often in disparate locations, and they serve the needs of millions of customers. In order to provide a great customer experience, they need tools that facilitate agent collaboration, create efficiency, and promote self-service.Content Cues, the newest feature in the enterprise version of Guide, uses machine learning to help content managers identify gaps and understand how to drive higher levels of self-service. This information gives content teams the context they need to focus on what is most relevant and give their customers the right information. Zendesk is the only full customer service solution to offer this feature. Guide Enterprise also includes Team Publishing, which helps agents collaborate and manage content, while also creating more integrated, efficient help centers across multiple brands. "We love Team Publishing. The ability to draft and save versions of an article without publishing them live is a game-changer for us," said Jessie Carroll, Technical Content Manager at Squarespace. "This amazing feature enables us to conduct reviews more effectively and update our Guide articles in advance of a new feature launch, so we can publish them and support our customers the second changes occur." Veeva Systems, a leader in cloud-based software for the global life sciences industry with an $11B market capitalization, also had early access to Team Publishing. "The Team Publishing workflow allowed us to streamline our knowledge creation process by making it much easier for agents to create articles and have them reviewed," said Mary Paez, Knowledge Manager at Veeva. "This means that articles which once took a week to publish are now live in one-two days. One of the features our team loves is the ability to assign an article to someone for review, which sends an automatic email notification so they know there's something waiting for them without having to monitor the queue."
Zendesk customers with early access saw a 17 percent increase in the number of team members contributing to content, allowing customer service representatives to spend more time on complex inquiries and building better relationships with their customers.* Zendesk's annual revenue run rate was measured by annualizing Zendesk's Q1 2018 revenue. About Zendesk The best customer experiences are built with Zendesk. Zendesk's powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 100,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.