Overview of Online Knowledge Base

An online knowledge base is a central library of information your customers can go to get:

• Common Questions Answered
• Learn How To Use Your Product
• Get Updates & Patches

An online knowledge base frees a business’s support team up from answering the same support requests over and over.

A knowledge base maintains the following support documentation:

• Troubleshooting Information
• Articles
• White Papers
• User Manuals
• Frequently Asked Questions (FAQs)

How Businesses Use an Online Knowledge Base

An online knowledge base helps customers help themselves and solves problems quickly.

Hosted help desk software eliminates an organization’s need to buy and manage servers internally as well as hire staff to manage and update the software.

Businessnes can also leverage an online knowledge base to keep customers updated with important communications, including:

• News & Announcements
• Release Information & Product Updates

Interested in how companies like Groupon, Lonely Planet, Foursquare & many other businesses use Zendesk’s ticketing system? Click here to read unique customer stories

Why Zendesk?

Setting up a Zendesk online knowledge base is easy: simply sign up for a trial and you will be able to respond to customers in a matter of minutes.

A robust and organized knowledge base saves not only time but money by decreasing the number of tickets your support staff has to answer on a day to day basis. Your customers get the information they need immediately without needing to wait for a customer response from one of your support agents.

Creating and managing new knowledge base articles is as easy as writing an email, so support teams can keep adding and evolving your knowledge base as your business grows.

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