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Better numbers and quality reports let you measure successes and stay on target.\r\n \r\n<span style=\"font-weight: bold;\">Wherever you go, there they are</span>\r\nChat and Message allow your agents to engage customers over websites, mobile apps, and popular messaging apps like Facebook Messenger, Twitter, and LINE. That means you can build relationships with customers in the places they prefer.\r\n \r\n<span style=\"font-weight: bold;\">MULTICHANNEL</span>\r\nCustomer support isn’t limited to chat. The Zendesk platform lets agents switch between serving chats, phone calls, emails, or social media messages. And with the Zendesk Web Widget, customers can ask for help or find the answers themselves, all without interrupting their shopping experience.\r\n \r\n<span style=\"font-weight: bold;\">ENGAGE</span>\r\nCustomers are three times more likely to make a purchase when you proactively send them a message. Using Chat, you can track your customers and engage them at just the right moment.\r\n \r\n<span style=\"font-weight: bold;\">Triggers</span>\r\nSend targeted and behavior-based messages to customers. For example, you can help customers complete their purchase by automatically reaching out with a chat.\r\n \r\n \r\n<span style=\"font-weight: bold;\">Pre-chat forms</span>\r\nAsk your visitors for their contact information before starting a chat. This helps you triage chat requests and prioritize high-value customers.\r\n \r\n \r\n<span style=\"font-weight: bold;\">Visitor list</span>\r\nFishing charter company Fishfishme uses Chat to monitor its website visitors and the pages they are browsing. This lets them target specific users and offer help when they need it.\r\n \r\n \r\n<span style=\"font-weight: bold;\">Offline forms</span>\r\nYour website never sleeps – even if you do. Leave offline forms enabled on your website and ensure customers can contact you while you are away.\r\n \r\n \r\n<span style=\"font-weight: bold;\">Chat ratings</span>\r\nChat offers the highest satisfaction rating of any support channel, but there’s always room for improvement. Use chat ratings to gather feedback and continue to improve your performance.\r\n \r\n \r\n<span style=\"font-weight: bold;\">File sending</span>\r\n“A picture is worth a thousand words.” It’s a cliché, but in customer support it never gets old. Share any file with your customer—a screenshot, a product guide, even an animated GIF—and solve problems faster.\r\n \r\n<span style=\"font-weight: bold;\">ANALYZE</span>\r\n \r\n\r\n<ul>\r\n<li><span style=\"font-weight: bold;\">Chat and agent reports:</span> Track your chat volume, monitor agent productivity, and analyze metrics to anticipate customer needs and increase satisfaction.</li>\r\n<li><span style=\"font-weight: bold;\">Real-Time Monitor:</span> Monitor live data on chat volume, visitor experience, and agent performance.</li>\r\n<li><span style=\"font-weight: bold;\">Conversion tracking:</span> Create business goals to measure how often your customers complete target objectives—like making a purchase or signing up for your newsletter.</li>\r\n</ul>\r\n\r\n \r\n \r\n \r\n<span style=\"font-weight: bold;\">CUSTOMIZE</span>\r\n\r\n<ul>\r\n<li><span style=\"font-weight: bold;\">Good looking out.</span> The chat widget is an important brand touchpoint. Make sure it looks like you, so customers know who they’re talking to.</li>\r\n<li><span style=\"font-weight: bold;\">Chat Badge.</span> Our customizable Chat Badges let you put an inviting face on the chat widget. Choose from different layouts and themes, or even change the picture completely. The choice is yours.</li>\r\n<li><span style=\"font-weight: bold;\">Web SDK.</span> Build a fully customized end-user facing chat widget to offer visitors a unique and consistent experience.</li>\r\n<li><span style=\"font-weight: bold;\">Third-party services. </span>Chat can be added to any CMS including WordPress, Drupal, Joomla, Wix, SquareSpace, Shopify, Prestashop and Magento. </li>\r\n</ul>\r\n\r\n \r\n<span style=\"font-weight: bold;\">ORGANIZE</span>\r\n\r\n<ul>\r\n<li>Delivering quality support while growing your business can be hard. Our sophisticated workflow management features makes things easier.</li>\r\n<li><span style=\"font-weight: bold;\">Chat Routing.</span> Automatically assign incoming chats to active agents. This ensures your customers receive prompt support and your agents aren’t overloaded.</li>\r\n<li><span style=\"font-weight: bold;\">Chat Tags.</span> Add tags to your chats, give your conversations context, and better understand your customers.</li>\r\n<li><span style=\"font-weight: bold;\">Departments.</span> Organize your agents into different teams based on skills, language, expertise, or even brand.</li>\r\n<li><span style=\"font-weight: bold;\">Operating Hours. </span>Create a daily or weekly schedule for the chat widget and only appear online during your business hours.</li>\r\n<li><span style=\"font-weight: bold;\">Shortcuts.</span> Create templated responses for common requests and deliver swift replies to customers.</li>\r\n<li><span style=\"font-weight: bold;\">Roles and Permissions.</span> Specify granular permissions for agents, and control what they have access to in Zendesk Chat.</li>\r\n</ul>\r\n\r\n \r\n<span style=\"font-weight: bold;\">GO SOCIAL</span>\r\n\r\n<ul>\r\n<li>Zendesk Message lets your Chat agents connect with customers on messaging apps in a scalable, efficient way. Agents can manage multiple messaging profiles on one dashboard, get historical context on customer conversations, and transfer customer questions from your chatbot into Message.</li>\r\n<li><span style=\"font-weight: bold;\">Multi-profile linking.</span> Link multiple profiles from Facebook, Twitter, and Line. Funnel all conversations to a central location for your agents to manage.</li>\r\n<li><span style=\"font-weight: bold;\">Timeline.</span> Jump back to different points in a customer’s conversation history at the click of a button.</li>\r\n<li><span style=\"font-weight: bold;\">Chatbot handover.</span> Bring questions from your chatbot over to Message when customers ask to speak to an agent. <span style=\"font-style: italic;\">This feature is currently only available for Message, not Chat.</span></li>\r\n</ul>\r\n\r\n \r\n<span style=\"font-weight: bold;\">MOBILE</span>\r\n\r\n<ul>\r\n<li><span style=\"font-weight: bold;\">Mobile chat SDK.</span> Add live chat to your mobile app using our </li>\r\n<li>developer-friendly SDK. With just a few lines of code, your customers can ask for help without ever leaving your app.</li>\r\n<li><span style=\"font-weight: bold;\">Mobile optimized widget.</span> The chat widget is optimized for any and all screen sizes, ensuring your customer has a consistent experience across all their devices.</li>\r\n<li><span style=\"font-weight: bold;\">Mobile apps.</span> Chat apps for Android and iPhone keep support going when agents are on the move.</li>\r\n</ul>\r\n\r\n","shortDescription":"Zendesk Chat - reach your customers, instantly via web, mobile, and messaging. Add chat to your website or connect your messaging channels and start talking to customers in minutes. Chat and Message let you help customers in real time, which increases customer satisfaction. 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Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.\r\n\r\nA call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. 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It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},"zendesk-chat-zendesk-support-zendesk-guide-zendesk-talk":{"id":1451,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Zendesk.png","logo":true,"scheme":false,"title":"ZENDESK Chat, ZENDESK Support, Zendesk Guide, ZENDESK Talk","vendorVerified":0,"rating":"1.40","implementationsCount":1,"suppliersCount":0,"supplierPartnersCount":0,"alias":"zendesk-chat-zendesk-support-zendesk-guide-zendesk-talk","companyTitle":"Zendesk","companyTypes":["supplier","vendor"],"companyId":4140,"companyAlias":"zendesk","description":" <span style=\"font-weight: 700; \">Zendesk Chat </span><span style=\"font-weight: bold; \">Features:</span>\r\n<ul><li>Anticipate customer questions and offer help when—and where—they need it most.</li><li>Raise your sales. Customers are 3X more likely to make a purchase when you reach out with a chat.</li><li>Less wait, more happy. Chat and messaging let agents help more customers in less time, which means happier customers more of the time.</li></ul>\r\n\r\n<span style=\"font-weight: 700; \">Zendesk Support </span><span style=\"font-weight: 700; \">Features</span><span style=\"font-weight: bold; \">:</span>\r\n<ul><li>Customer service for humans. Build trust with customers by offering responsive, personalized, support on the channels they prefer.</li><li>Powerfully productive agents. Set agents up for success with effective tools for collaboration, information gathering, and automation.</li><li>Self-service satisfaction. Give customers 24/7 support with easy access to the answers they need, wherever they are.</li><li>Easy does it. Relationships with customers can be complex, but the tools to manage them shouldn’t be. Zendesk Support is intuitive, built with customer support agents in mind. And set-up takes days, not months, which means less training for agents and happier teams overall.</li><li>Make it yours. Zendesk Support is designed to be flexible because no two businesses are exactly alike. Configure any workflow, from the simplest to the most complex, extend your agent’s help desk with hundreds of available apps, or design sophisticated customizations with our API. Everything is possible.</li><li>Come to a better understanding. Zendesk Support provides clear visibility into customer interactions, which helps better serve their needs. This is important because personalized service requires greater context. Using our customer analytics and machine learning capabilities, you can better understand and predict customer satisfaction, measure performance, and uncover actionable insights across your data.</li><li>Our people are your people. Zendesk Support is backed up by a team of experts. Our Advocate Team offers worldwide support across email, phone, and chat – helping you solve problems, not just tickets. Our Success Team can also work as an extension of your team. Through focused service engagements, we can set goals and create strategies across all stages of growth to optimize the experience for your customers.</li></ul>\r\n<p style=\"text-indent: 24px; \"></p>\r\n<p style=\"text-indent: 24px; \"><span style=\"font-weight: bold; \">Zendesk Guide </span><span style=\"font-weight: 700; \">Features</span><span style=\"font-weight: bold; \">:</span></p>\r\n<div style=\"display: inline !important; \"><ul><li>Grow what you know. Capture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.</li><li>Give them the good stuff. Give customers the most relevant answers and information automatically—and in context—for a faster self-service experience.</li><li>Be better with bots. AI powered Answer Bot can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.</li><li>Get smarter as you go. Measure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.</li><li>A powerful pair. Zendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.</li><li>You have what it takes. With Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.</li><li>Know thy self-service. Guide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.</li><li>Thanks a bot. The Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.</li></ul>\r\n\r\n<span style=\"font-weight: 700; \">Zendesk Talk</span><span style=\"text-indent: 24px; font-weight: bold; \"> </span><span style=\"text-indent: 24px; font-weight: 700; \">Features</span><span style=\"font-weight: bold; \">:</span>\r\nTalk is cloud-based call center software built right into the Zendesk Support ticketing system, allowing customer service teams to provide phone support from the same platform they use to manage all other channels. With full customer history, automatic ticket creation, and call recording, agents can focus on conversations instead of workflow.","shortDescription":"Zendesk CRM solution: Zendesk Chat, Zendesk Support, Zendesk Guide, Zendesk Talk","type":null,"isRoiCalculatorAvaliable":false,"isConfiguratorAvaliable":false,"bonus":100,"usingCount":4,"sellingCount":1,"discontinued":0,"rebateForPoc":0,"rebate":0,"seo":{"title":"ZENDESK Chat, ZENDESK Support, Zendesk Guide, ZENDESK Talk","keywords":"with, Zendesk, your, customers, agents, customer, Support, Guide","description":" Zendesk Chat Features:\rAnticipate customer questions and offer help when—and where—they need it most.Raise your sales. Customers are 3X more likely","og:title":"ZENDESK Chat, ZENDESK Support, Zendesk Guide, ZENDESK Talk","og:description":" Zendesk Chat Features:\rAnticipate customer questions and offer help when—and where—they need it most.Raise your sales. Customers are 3X more likely","og:image":"https://old.b4r.io/fileadmin/user_upload/Zendesk.png"},"eventUrl":"","translationId":1452,"dealDetails":null,"roi":null,"price":null,"bonusForReference":null,"templateData":[],"testingArea":"","categories":[{"id":186,"title":"VoIP - Voice over Internet Protocol","alias":"voip-voice-over-internet-protocol","description":"Voice over Internet Protocol (Voice over IP, VoIP) is a methodology and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. Other terms commonly associated with VoIP are IP telephony, Internet telephony, broadband telephony, and broadband phone service.\r\n\r\nThe term Internet telephony specifically refers to the provisioning of communications services (voice, fax, SMS, voice-messaging) over the public Internet, rather than via the public switched telephone network (PSTN). The steps and principles involved in originating VoIP telephone calls are similar to traditional digital telephony and involve signaling, channel setup, digitization of the analog voice signals, and encoding. Instead of being transmitted over a circuit-switched network, however, the digital information is packetized, and transmission occurs as IP packets over a packet-switched network. Such transmission entails careful considerations about resource management different from time-division multiplexing (TDM) networks.\r\n\r\nSource: https://en.wikipedia.org/wiki/Voice_over_IP","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/voip_server__1_.png"},{"id":71,"title":"CRM - Customer Relationship Management","alias":"crm-customer-relationship-management","description":"Система управления взаимоотношениями с клиентами (CRM, CRM-система, сокращение от англ. 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Функции для поддержки этих бизнес-целей включают продажи, маркетинг, поддержку потребителей.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/%D0%A1%D0%B8%D1%81%D1%82%D0%B5%D0%BC%D0%B0_%D1%83%D0%BF%D1%80%D0%B0%D0%B2%D0%BB%D0%B5%D0%BD%D0%B8%D1%8F_%D0%B2%D0%B7%D0%B0%D0%B8%D0%BC%D0%BE%D0%BE%D1%82%D0%BD%D0%BE%D1%88%D0%B5%D0%BD%D0%B8%D1%8F%D0%BC%D0%B8_%D1%81_%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/crm.png"},{"id":339,"title":"Marketing","alias":"marketing","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/internet_marketing.png"},{"id":341,"title":"Customer Service","alias":"customer-service","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/customer-service.png"},{"id":337,"title":"Sales","alias":"sales","description":"","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/Sales.png"},{"id":152,"title":"Contact Center","alias":"contact-center","description":"A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. 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Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.\r\n\r\nThe contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management.\r\n\r\nSource: https://en.wikipedia.org/wiki/Call_centre","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/contact-center.png"}],"characteristics":[],"concurentProducts":[],"jobRoles":[],"organizationalFeatures":[],"complementaryCategories":[],"solutions":[],"materials":[],"useCases":[],"best_practices":[],"values":[],"implementations":[]},"zendesk-guide":{"id":1344,"logoURL":"https://old.b4r.io/fileadmin/user_upload/Zendesk.png","logo":true,"scheme":false,"title":"Zendesk Guide","vendorVerified":0,"rating":"1.00","implementationsCount":0,"suppliersCount":0,"supplierPartnersCount":0,"alias":"zendesk-guide","companyTitle":"Zendesk","companyTypes":["supplier","vendor"],"companyId":4140,"companyAlias":"zendesk","description":"\r\n \r\n<span style=\"font-weight: bold;\">Grow what you know</span>\r\nCapture your agents’ collective knowledge and build on it over time to respond to support requests more effectively.\r\n \r\n \r\n<span style=\"font-weight: bold;\">Give them the good stuff</span>\r\nGive customers the most relevant answers and information automatically—and in context—for a faster self-service experience.\r\n \r\n \r\n<span style=\"font-weight: bold;\">Be better with bots</span>\r\nAI powered Answer Bot* can resolve high-frequency, low-touch tickets by sending customers relevant articles while they wait for an agent.\r\n \r\n \r\n<span style=\"font-weight: bold;\">Get smarter as you go</span>\r\nMeasure and score the popularity and effectiveness of your content to see what needs work, and what you should write next.\r\n \r\n \r\n<span style=\"font-weight: bold;\">A powerful pair</span>\r\nZendesk Support works with Guide to make your knowledge base smarter. When customers use self-service, Guide tracks that activity and sends it to Support in the form of contextual insights in Pathfinder that help agents analyze customer activity and solve tickets faster. This info is fed back into Guide, which continuously improves and refines the info it offers to both agents and customers.\r\n \r\n<span style=\"font-weight: bold;\">You have what it takes</span>\r\nWith Guide, setting up a well-stocked knowledge base is easy. The Knowledge Capture app allows agents to turn every customer interaction into new content, flag old content for improvements, and even search for articles to share in tickets. This continuous feedback loop creates a treasure trove of knowledge for agents—both new and old—and helps get your self-service up and running right out of the gate.\r\n \r\n<span style=\"font-weight: bold;\">Know thy self-service</span>\r\nGuide lets you create a single version of your content and then distribute it everywhere at once. You don’t have to worry about device incompatibility or what version of content is out in the wild. Articles are automatically optimized so they’re easy to find on search engines or on your own help center. And with Zendesk Embeddables, the most relevant articles are matched and recommended to customers based on their browsing activity.\r\n \r\n<span style=\"font-weight: bold;\">Thanks a bot</span>\r\nThe Guide Answer Bot lends agents a helping hand, reducing their workload and freeing them up to focus on problems that require a human touch. Using artificial intelligence, Answer Bot automatically resolves high-frequency and low-touch tickets by suggesting relevant articles to customers while they wait for an agent. And Answer Bot keeps getting smarter. It learns from each customer interaction and trains itself to deliver more relevant and customized content with each solved ticket.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Knowledge base</span>\r\n<span style=\"font-weight: bold;\">Control access</span>\r\nYou choose who can view your knowledge base. Keep some content for your agents only, require registration, or open it up to the public in your help center.\r\n \r\n<span style=\"font-weight: bold;\">Rich text editor</span>\r\nCreate articles including media like photos and video with our WYSIWYG editor. It’s as familiar as the applications you use in your personal life.\r\n \r\n<span style=\"font-weight: bold;\">Structured content, unlimited articles</span>\r\nOrganize your articles in multiple levels—including Categories and Sections—so it’s easy for your customers to find what they need.\r\n \r\n<span style=\"font-weight: bold;\">Lists and labels</span>\r\nGet an overview of all your published and unpublished knowledge base content with customized article lists, and then refine that view with search, filters, and article labels.\r\n \r\n<span style=\"font-weight: bold;\">Restore deleted content</span>\r\nAll your content is archived, so even if you delete something by accident, you can get it back.\r\n \r\n<span style=\"font-weight: bold;\">Content history</span>\r\nUnderstand how your knowledge base content evolves over time. See a list of edits and changes, so you can always be up to date with the latest revisions.\r\n \r\nThink globally\r\nLocalize your content in 40+ languages so you can serve customers in their native language.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">Agent efficiency</span>\r\n<span style=\"font-weight: bold;\">Knowledge Capture App</span>\r\nWith Guide, you can leverage your team’s collective knowledge. Agents can create new content, link articles into tickets, and flag content for improvements, directly from their Zendesk Support agent interface.\r\n \r\n<span style=\"font-weight: bold;\">A built-in resource</span>\r\nWhile solving tickets, agents can reference answers and info from your agent knowledge base. You can also keep training documents in a central location for easy access during onboarding and beyond.\r\n \r\n<span style=\"font-weight: bold;\">Instant customer context</span>\r\nThe Pathfinder app for Zendesk Support provides context on how a customer used self-service prior to submitting a ticket. With that info an agent can get a better understanding of the customer’s intent, and provide better answers and resolve issues faster.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Self-service</span>\r\n<span style=\"font-weight: bold;\">A beautiful help center for any device</span>\r\nLet customers help themselves to your knowledge base content with a customized, mobile responsive help center.\r\n \r\n<span style=\"font-weight: bold;\">Help where it’s needed</span>\r\nEmbed your help center natively on your website with the Web Widget or within your mobile app so customers don’t have to leave when they need help. \r\n \r\n<span style=\"font-weight: bold;\">Effortless and relevant</span>\r\nUse Contextual Help in the Web Widget to suggest relevant articles based on the page the customer is currently viewing, before they even lift a finger to type out a search.\r\n \r\n<span style=\"font-weight: bold;\">Answer Bot</span>\r\nPowered by artificial intelligence to automatically respond to emails with relevant help center articles, solving customer requests while they wait for an agent. \r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\">Publishing</span>\r\n<span style=\"font-weight: bold;\">SEO ready</span>\r\nGuide is optimized so search engines can understand your content and customers can find answers no matter where they look for them. And Guide automatically updates your sitemap so there’s no need to call a developer.\r\n \r\n<span style=\"font-weight: bold;\">Custom themes</span>\r\nGuide allows for customizable themes, giving you full control over the look and feel of your help center. Your web developers can easily work with HTML, CSS, and Javascript to match your brand.\r\n \r\n<span style=\"font-weight: bold;\">Multibrand</span>\r\nCreate multiple help centers or knowledge bases to serve various audiences, regions, or brands. Each one is separate so you can set different permissions, create unique URLs, and customize themes to match.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Community</span>\r\n<span style=\"font-weight: bold;\">Forums</span>\r\nCapture the voice of your customer with our community forums. Empower customers to interact with each other and provide feedback about what works and what doesn’t. \r\n \r\n<span style=\"font-weight: bold;\">Moderation tools</span>\r\nGuide can direct all new and edited end-user content to a queue to be reviewed before publishing. You can choose to have all posts and comments sent to the queue, or filter for content that contains specific words.\r\n \r\n<span style=\"font-weight: bold;\">User Profiles</span>\r\nDisplay user information, activity, and recent contributions. Help center profiles also enable users to follow one another and get notifications of new articles, posts, and comments for anyone they follow.\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> </span>\r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Customer portal</span>\r\n<span style=\"font-weight: bold;\">Request form</span>\r\nLet customers escalate a question by embedding a request form directly in your help center. Capture relevant information with custom form fields about their issue so you can solve their requests faster.\r\n \r\n<span style=\"font-weight: bold;\">Personalized portal</span>\r\nProvide a dedicated space for your customers to manage their support requests and their contributions to your community. Learn how the Guide customer portal works.\r\n \r\n<span style=\"font-weight: bold; text-decoration-line: underline;\"> Reporting</span>\r\n<span style=\"font-weight: bold;\">Gather intel</span>\r\nGuide reporting tracks how people are reacting to your content on help center, Web Widget, and in mobile apps. The data can tell you the number of new articles and questions created, how many users have viewed them, and the total number of votes, subscriptions, and comments.\r\n \r\n<span style=\"font-weight: bold;\">Find your blind spot</span>\r\nSee what search terms customers are looking for, and whether those searches come up empty. You can add new content or update the language you use in existing content to help customers find what they need.\r\n \r\n<span style=\"font-weight: bold;\">Integration with Google Analytics</span>\r\nGoogle Analytics has tools for everything when you integrate it with Guide. From search analytics to ticket-deflection tracking, you can use it to improve your self-service and make it easier for customers to find answers. \r\n \r\n<span style=\"font-weight: bold;\">Monitor Answer Bot productivity</span>\r\nMeasure the effectiveness of your content bot with a pre-configured dashboard. Learn what works to increase ticket deflection and how to improve the relevance of your self-service content.\r\n","shortDescription":"Zendesk Guide is a smart knowledge base that helps tap into that institutional knowledge and puts it to work. 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