CONTENT FLOW
We optimise both your internal as your customer-facing content by aligning it with your ticket structure. We establish a branded, user-friendly help center. This optimisation enables customers to easily find the information they need.
CHARACTERISTICS
Complete and correct content with a consistent tone of voice, both macros and FAQ articles.
Clear workflows via an internal helpcenter, a ¨wikipedia¨ for your agents.
A fast and smooth help center experience.
You will be ready for AI Chatbot implementation.
HELP CENTER VS WEBPAGE
96% of surveyed customers improved ticket deflection by 50-75% or more after implementing Zendesk Guide.
96% Integrating a help center reduces support costs by 25% or even more + an increase in customer satisfaction.
Source: TechValidate survey of 918 users of Zendesk Guide
HELP CENTER CONTENT SUPPORTS THE AI CHAT BOT
Help center content creates the dialogue for the chatbot
We make sure your macros and helpcenter are ready for an AI chat bot.
LET AI INFLUENCE YOUR USER EXPERIENCE IN A POSITIVE WAY
"According to Rob van den Boogaard (founder CX Digital),
`With many organisations, we see they jump on the AI hype without the preparation. Ever tried running a marathon without practice?
Have you checked in with your agents on incoming topics first? If your data is not complete, categorised, and available on your help center what do you expect from AI? Filling in the blanks?´
(Collaboration CX Digital and Hubtype: Why User Centricity in GenAI Should Be Your Top Priority)."
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Discovery
Define current content strategy, which channels are used? Who is maintaining the content? How is it organised? Are the brand guidelines followed throughout the different channels? Which countries and languages?
Plan
We align the current content with the finalised C1C2 categorisation. This makes it possible to check on completeness and define which content needs to be created or edited.
Create
We set up the branded help center. Deliver templates for macros and FAQ articles. Upload in CRM system via Dynamic Content for most efficient usage.
Maintain
We train the team on content usage. Set up reporting for continues improvement.