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Introducing new developer-friendly pricing
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What is online visual merchandising?
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What is online visual merchandising?

Eye-catching mannequins. Bright, colorful signage. Soothing interior design. Exquisite product displays. In short, amazing store merchandising. For shoppers in ...

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Search and Discovery writer

Introducing the new Algolia no-code data connector platform
engineering

Introducing the new Algolia no-code data connector platform

Ingesting data should be easy, but all too often, it can be anything but. Data can come in many different ...

Keshia Rose

Staff Product Manager, Data Connectivity

Customer-centric site search trends
e-commerce

Customer-centric site search trends

Everyday there are new messages in the market about what technology to buy, how to position your company against the ...

Piyush Patel

Chief Strategic Business Development Officer

What is online retail merchandising? An introduction
e-commerce

What is online retail merchandising? An introduction

Done any shopping on an ecommerce website lately? If so, you know a smooth online shopper experience is not optional ...

Vincent Caruana

Sr. SEO Web Digital Marketing Manager

5 considerations for Black Friday 2023 readiness
e-commerce

5 considerations for Black Friday 2023 readiness

It’s hard to imagine having to think about Black Friday less than 4 months out from the previous one ...

Piyush Patel

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How to increase your sales and ROI with optimized ecommerce merchandising
e-commerce

How to increase your sales and ROI with optimized ecommerce merchandising

What happens if an online shopper arrives on your ecommerce site and: Your navigation provides no obvious or helpful direction ...

Catherine Dee

Search and Discovery writer

Mobile search UX best practices, part 3: Optimizing display of search results
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Mobile search UX best practices, part 3: Optimizing display of search results

In part 1 of this blog-post series, we looked at app interface design obstacles in the mobile search experience ...

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Mobile search UX best practices, part 2: Streamlining search functionality
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Mobile search UX best practices, part 2: Streamlining search functionality

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Mobile search UX best practices, part 1: Understanding the challenges
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Mobile search UX best practices, part 1: Understanding the challenges

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Sr. SEO Web Digital Marketing Manager

Teaching English with Zapier and Algolia
engineering

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How AI search enables ecommerce companies to boost revenue and cut costs
ai

How AI search enables ecommerce companies to boost revenue and cut costs

Consulting powerhouse McKinsey is bullish on AI. Their forecasting estimates that AI could add around 16 percent to global GDP ...

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Chief Revenue Officer at Algolia

What is digital product merchandising?
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What is digital product merchandising?

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Search and Discovery writer

Scaling marketplace search with AI
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Scaling marketplace search with AI

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The changing face of digital merchandising
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The changing face of digital merchandising

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What’s a convolutional neural network and how is it used for image recognition in search?
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What’s a convolutional neural network and how is it used for image recognition in search?

A social media user is shown snapshots of people he may know based on face-recognition technology and asked if ...

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What’s organizational knowledge and how can you make it accessible to the right people?
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What’s organizational knowledge and how can you make it accessible to the right people?

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Catherine Dee

Search and Discovery writer

Adding trending recommendations to your existing e-commerce store
engineering

Adding trending recommendations to your existing e-commerce store

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Ashley Huynh

Looking for something?

Zendesk + Algolia: A Discovery Experience to Delight Your Customers

Apr 3rd 2018 product

Zendesk + Algolia: A Discovery Experience to Delight Your Customers
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Forrester Research tells us that 76% of consumers use self-service Help Centers to find answers to their questions. Your support team spends hours creating those answers—what good is all the work if they can’t be found? At Algolia, we are all about accelerating the find and improving the customer experience.

A little under two years ago, we released an extension for Zendesk, our first integration with a Help Center solution. Today, we are proud to become an official Zendesk Guide and Zendesk Guide Enterprise partner.

Building better customer experiences

Zendesk and Algolia have a shared goal of empowering businesses to be more reliable, flexible, and scalable—and, above all, empowering them to build best-in-class customer experiences.  Our partnership makes the goal easily attainable.

The concept of frustration and wasted time in seeking support is fast becoming obsolete. To provide great customer experiences, we must meet or exceed user expectations previously set by big players like Google and Amazon. Search is the primary mode of discovery across the web: making it powerful is critical to reducing the friction for users to find the right answers.

Here is what Algolia brings to your Zendesk Help Center:

  • Instant answers (even to mistyped questions). You can direct customers to the right content with results that update with each keystroke, regardless of typos. An advanced search reduces the number of support tickets and elevates customer experience at the same time.

Search for Zendesk guide

  • Federated search. It’s not just about the support center. Break down content silos and empower your customers to find answers across all of your content.
  • Analytics & insights. Truly understanding your users’ intent is key to improving your support center content. Most companies build their support center content based on recurring requests from their customers. That’s a nice way to prioritize which content is most relevant to your users —but here’s a better one: a powerful analytics tool. Looking at your search analytics will help prioritize new Help Center content, based on what your customers are searching for—including queries returning no results.

zendesk search analytics

  • Fully customizable. Our code is open source. Make it your own and design the experience that best fits your brand.

Wins from the frontlines of customer support

For Derek Daniels at Handshake, a self-service knowledge base was a must-have to enable their three different customer constituencies to find the right information quickly and easily. In looking for a solution to connect customers with the content to solve their issues, the Handshake team discovered the Algolia for Zendesk Guide integration. Since enabling the integration, Derek found significant drop in browsing category pages “as people started using search to find the articles they needed to resolve their issues instead of wandering aimlessly through the Help Center.”

“Algolia enhances Handshake’s Help Center search, provides the Handshake team with better analytics on what people are searching for, and helps customers by surfacing more relevant articles.”

Our customers have seen results including a 27% decrease in basic support questions, lower numbers of tickets submitted to support, decrease in ticket resolution time, improved federated multilingual search, and enhanced relevancy for all queries.

Getting started

For Algolia and Zendesk customers, we made it a simple 3-step process; details here.

If you haven’t tried us out yet, sign up for a free trial with Zendesk and Algolia. We promise to improve your Help Center experience for you and your customers.

About the author
Maxime Prades

VP of Product

Webinar: Breaking down content silos

Zendesk uses Algolia to drive collaboration and productivity.

Image of Chris Wittman Image of Britt Atilano
Chris Wittman - Customer Success ManagerBritt Atilano - Program Manager, IT Operations at Zendesk
Image of Chris Wittman
Chris Wittman Customer Success Manager
Image of Britt Atilano
Britt AtilanoProgram Manager, IT Operations at Zendesk
Webinar: Breaking down content silosSee how

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