Zendesk, a provider of cloud software for customer service, today launched Help Center, an all-in-one knowledge base, community and customer portal designed for customers to help themselves.
For customers, Help Center surfaces more relevant content more quickly so they can get answers in fewer steps. It features a new community section inspired by leading question-and-answer sites, where customers can participate in conversations with one another. Trending questions are highlighted to the entire community, and questions are recommended to customers based on the content they’ve viewed in past.
For companies, the new Help Center focuses on simpler customization and management. New features include the following:
- Themes: Zendesk brings the concept of design themes, common on Web site-creation and blogging platforms, to business applications.
- Content management: A new administrator toolbar allows for editing and drafting of content directly from a company's live help center.
- Multilingual content: Across more than 40 supported languages, companies can manage multilingual content from one place by linking translated versions of content with the default language.
"Consumers want customer service on their own terms, and they expect to find immediate answers online," said Adrian McDermott, Zendesk's senior vice president of product development, in a statement. "The new Help Center makes self-service a first-class experience both for companies customizing it for their needs and for their customers seeking relevant content."