Webinar: Breaking down content silos
Zendesk uses Algolia to drive collaboration and productivity.
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Apr 3rd 2018 product
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.
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:
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.”
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.
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.
VP of Product
Zendesk uses Algolia to drive collaboration and productivity.
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