Planning Self-Service Content - Frequently asked questions
Explore common questions about planning your self-service content project. Learn how to effectively start and manage your self-service strategy with expert insights.
Frequently asked questions
What are the essential questions to ask when planning a self-service content project?
The essential questions to ask when planning a self-service content project include: when to launch your help center, who will write the knowledge base content, and who will set up and make the help center live. These questions help in laying the…
When is the best time to launch a help center?
The best time to launch a help center is as soon as possible, ideally when you go live with Zendesk Support. This ensures a multi-channel solution from day one, allowing your knowledge base to assist customers immediately. However, launching…
Who should be involved in creating knowledge base content?
Creating knowledge base content involves writers, subject matter experts (SMEs), and reviewers. While professional writers are ideal, support team members with writing skills can also create content. SMEs provide the necessary information, and…
How can a small team effectively launch a self-service channel?
A small team can effectively launch a self-service channel by utilizing available resources creatively. This might involve having support team members write content and SMEs review it. The help center administrator can also handle setup and…
What roles are needed for setting up and branding a help center?
Setting up and branding a help center requires a Help Center Administrator and a Help Center Designer. The administrator handles setup tasks like enabling the help center, organizing content, and defining user roles. The designer works on…
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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
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“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
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“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)
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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
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