Plan Self-Service Content Structure - Frequently asked questions
Discover how to effectively plan your self-service content structure. This page answers common questions to help you get started with organizing your self-service resources.
Frequently asked questions
How should I organize my knowledge base content in Zendesk?
Organizing your knowledge base content in Zendesk involves creating a simple structure using categories and sections. At the topmost level, you have categories, and within those, you can create sections to further organize your articles. This…
What are some examples of help center structures for different business models?
Help center structures can vary based on your business model, such as B2C, B2B, or B2E. For B2C, like online retailers, the focus is on helping customers with orders, shipping, and returns, often using a flat structure with a prominent search bar….
How can I evolve my help center's organizational structure over time?
Evolving your help center's structure involves starting simple and adapting as your knowledge base grows. Initially, you might have a few categories, but as your products and content expand, you can add more layers of organization. For instance,…
What are the best practices for writing knowledge base articles?
When writing knowledge base articles, focus on simplicity and clarity. Use concise sentences, short paragraphs, and clearly formatted step instructions. Start articles with strong action verbs like 'create', 'remove', or 'set' to guide users…
How does the design of a help center impact user experience?
The design of a help center significantly impacts user experience by ensuring ease of navigation and access to information. A well-designed help center matches the company's website look and feel, making it a seamless extension of the brand….
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Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
Read Customer.io's case study
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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