Lesson 4: Helping customers help themselves

If your customers can find solutions to their questions or issues without contacting support, you can cut down on the number of tickets in your support queue. A shorter support queue can help increase customer satisfaction and control costs.

Providing a knowledge base is great way to help customers find solutions to problems on their own. This is referred to as ticket deflection and it's essential for scaling the support you provide to your customers.

Using Zendesk Guide you can create a branded customer-facing support site, called Help Center. Help Center is where you can publish knowledge base content, and it's also a place your customers can make support requests.

The Submit a Request form is automatically added to your Help Center. No set up required.

Help Center themes

Themes let you change the look and feel of your Help Center. You can apply different pre-made themes or with some versions of Guide, you can create your own themes.

Guide comes with The Copenhagen theme which is a responsive theme, designed for mobile devices. This theme is enabled by default when you set up your Help Center, or you can switch to it if you are currently using a different theme (see Changing the theme of your Help Center).

Getting started with Guide

Before we continue with this lesson, take a minute to check out our Getting Started with Guide.