Thanks for joining us for the first episode of Zendesk essentials, where we explored the foundation of effective self-service.

Together, we covered how to plan a content project that truly meets your customer needs. We talked through structuring your help center with clear categories and sections tailored to different users like B2C, B2B, and B2E. We also covered controlling help center visibility to protect sensitive content and customize access. Plus, we introduced how multilingual support extends your reach and boosts customer satisfaction.

Check out the main highlights:

• Self-service empowers your customers to find quick answers and helps your support team work smarter.
• Planning your content project clearly will help you launch a help center that meets real customer needs.
• Structuring your knowledge base with clear categories and sections tailored to different user types like B2C, B2B, or B2E is essential.
• There are different ways to control your help center’s visibility, which help protect sensitive content and customize team access.
• Supporting multiple languages in your help center can expand your reach and improve customer satisfaction.

What you learned

• Plan your self-service content strategically to build a helpful, user-friendly help center.
• Organize articles in a clear, intuitive structure based on your customers’ needs.
• Optimize who can see what in your help center for better security and experience.
• Enable and manage multilingual content to serve a broader, global audience.
• Use Zendesk help center tools to create a seamless support journey for your users.

Webinar resources

• Youtube recording 5 steps to get started with self-service - Step 1: Map out your business model
• Presentation deck: 5 steps to get started with self-service - Step 1: Map out your business model
• Recordings of other episodes in this series
• Sign up for other Zendesk essentials webinars
  
  

Useful resources

• Getting started with self-service – Part 1: Planning your self-service content project

• Getting started with self-service – Part 2: Planning your self-service content structure  

• Getting started with your help center

• Organizing knowledge base content in categories and sections

• Getting started with self-service - Introduction: Elements of a self-service channel

• Configuring your help center to support multiple languages

• Restricting help center access to signed-in end users

• Localizing help center content

• A guide to building a knowledge base (+3 best practices)
  
  
  

We look forward to seeing you next week when we’ll explore self-service team roles and permissions to keep your help center running smoothly.

Let’s keep building smarter support with Zendesk. See you in the next edition!