Knowledge base management system for 24/7 customer support
Zoho Desk helps you build your brand's knowledge base (KB) to support customer self-service and empower agents with quick, easy-to-retrieve informational resources by leveraging the power of AI and automation.
Trusted by over 100,000 businesses worldwide
Put answers at your customers' finger tips
Sometimes, customers want instant solutions. Zoho Desk helps you build a self-service portal (help center) on your website and in your app, so customers can find answers without contacting an agent.
Reduce ticket volume and support costs
Your team can build and manage the company's KB from the agent portal. A robust KB helps agents reduce redundant efforts, improve resolution rates, focus on complex issues, and build meaningful customer experiences.
Faster answers.
Happier customers.
Knowledge repository
Publish help center content in the form of how-to guides, FAQs, and other help pages. Zoho Desk gives you the power to build a repository of relevant information for both your employees and customers.
- Insert media
- Format content
- Organize articles
Community forums
Host a community in your help center and enable customers to engage in meaningful discussions with each other and with your teams. Visitors can ask and answer questions and share ideas on a common platform.
SEO-friendly
Zoho Desk's SEO-friendly KB management system ensures your help pages are easy for search engines to locate, so your customers can find the resources you've created for them. You can add SEO elements, such as:
- Meta titles and descriptions
- Keywords
- Noindex or Nofollow tags
Artificial intelligence
Zoho's AI assistant, Zia, helps you build a stronger knowledge base by providing insights into commonly raised questions. Using the information from these KB articles, Zia answers customer questions in chat and empowers agents to resolve tickets faster by auto-suggesting articles based on ticket keywords.
Reports and dashboards
Zoho Desk's KB management system offers built-in dashboards for tracking customer self-service behavior and engagement. You can also customize your dashboards with metrics relevant to your specific business goals. Zoho Desk's help center seamlessly integrates with Google Analytics to help you monitor customer interaction trends.
Multilingual
Our AI assistant, Zia, and Zoho Desk's integration with translation tools like Google Translate and Unbabel allows you to publish KB resources in 40+ languages without a team of regional writers. You can also respond to customers in their language by translating incoming and outgoing texts.
We help you build it,
but you make it your own.
Portal customization
Give your help center the same look and feel as your website using HTML and CSS.
Multi-brand support
Create a customized help center and knowledge base for each of your brands.
Domain mapping
Map your help center to your domain to make it a true extension of your brand.
Secure access
Manage access permissions for both customer and employee portals.
The Zoho Desk
advantage
15%
increase in first contact resolution.
50%
faster response time.
14%
increase in CSAT score.
48%
reduction in customer churn rate.
50%
faster implementation.
*Metrics reported by our customers through an internal survey.
Highly rated by
analysts and users
"We manage thousands of customer conversations, on a daily basis, across channels. With Zoho Desk, we can do this from a single place. Using self-service, our customers can look up FAQs and find answers instantly. This ensures that my team is more productive, and that we can go to the next level and achieve satisfaction and customer delight."
Shoaib Qureshi
Customer Service Head, 5Paisa
"Zoho Desk's response and turnaround time is great, and the team took the time to understand and work with us through different challenges."
Jason Nichol
Product VP, Feedonomics
"I can’t imagine running my business without Zoho Desk. Back in the day, I was the only person in the company who could make a price decision or approve a repair. Now, the micromanagement is gone. Who wouldn't be happy about that?"
Louis Castellano
CEO and Founder, Lakeside CNC Group, Ltd.
Looking to transfer your knowledge base articles from another service?
Migrating support data can be time consuming, but we make it more convenient. Get step-by-step migration assistance from the Zoho Desk team.
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