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href="https://web.archive.org/web/20210309064622/https://www.zendesk.com/th/service/help-center/">ไทย</a></li> </ul> </div> </div> </li> <div class="nav-separator hide-small-up"></div> <li class="has-cta"> <a class="cta cta-primary cta-small" href="/web/20210309064622/https://www.zendesk.com.ru/register/">Начать работу</a> </li> <li class="has-cta hide-small-up"><a class="primary-link" href="/web/20210309064622/https://www.zendesk.com.ru/login/">Войти</a></li> </ul> </nav> </div> </div> </header> <article class="p-capability p-capability-helpcenter with-breadcrumbs js-activate-page-section" aria-hidden="false"> <nav aria-label="Breadcrumb" class="breadcrumbs-container"> <div class="container"> <ol class="breadcrumbs" itemscope="" itemtype="https://schema.org/BreadcrumbList"> <li itemprop="itemListElement" itemscope="" itemtype="https://schema.org/ListItem"> <a href="/web/20210309064622/https://www.zendesk.com.ru/service/" itemprop="item" class="anchor" target=""><span>Zendesk для поддержки</span></a> <meta itemprop="name" content="Zendesk for service"/> <meta itemprop="position" content="1"/> </li> <li itemprop="itemListElement" itemscope="" itemtype="https://schema.org/ListItem"> <span itemprop="name">Справочный центр</span> <meta itemprop="position" content="2"/> </li> </ol> </div> </nav> <section class="hero hero-inline-image"> <div class="grid container vertically-centered"> <div class="row"> <div class="col col-small-6 col-copy-cta"> <h1 class="supertitle">ПО для справочного центра</h1> <h2 class="h1">Используйте свой опыт</h2> <p class="h5">Умная база знаний, которая повышает качество самообслуживания и дает агентам новые возможности</p> <div class="cta-section"> <a href="/web/20210309064622/https://www.zendesk.com.ru/register/" class="button button-medium button-primary-default" target="">Начните бесплатное ознакомление</a> <a href="/web/20210309064622/https://www.zendesk.com.ru/demo/" class="button button-medium button-secondary-default" target="">Демонстрация</a> </div> </div> <div class="col col-small-6 col-image"> <div class="image-lockup image-lockup-right-center"> <div class="image-lockup-image-1"> <div class="relationframe relationframe-arch mask-animation wipe-in-up ken-burns"> <img srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/red-sweater.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/red-sweater.jpg 2x" src="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/red-sweater.jpg" alt="Красный свитер"/> </div> </div> <div class="image-lockup-image-2 bottom"> <div class="animation"> <img class="js-localized-image anim anim-in anim-up anim-delay-4" srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/hero.png, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/hero.png 2x" src="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/hero.png" alt=""/> </div> </div> </div> </div> </div> </div> </section> <section class="intro"> <div class="container grid padded"> <div class="row"> <div class="col col-small-7"> <h2 class="supertitle">Под названием Zendesk Guide</h2> <h3 class="h2">Обслуживание «сделай сам»</h3> <p class="longform">Самообслуживание — это хорошо, потому что для клиентов это быстро и удобно, и им это нравится. Именно поэтому умная база знаний играет большую роль в стратегии обслуживания клиентов. Наше программное обеспечение для справочного центра объединяет знания и расширяет информированность и возможности клиентов и агентов.</p> <div class="intro-video SL_swap" id="capability-helpcenter-video"><img class="play-bg lazyload no-src" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/portrait-helpcenter-video-1x.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/portrait-helpcenter-video-2x.jpg 2x" alt=""/> <div class="wistia_embed wistia_async_ua87bs41ks popover=true popoverContent=link popoverSize=960x540 anchor-video-"><a class="anchor-video anchor" tabindex="0"><span></span></a></div> </div> </div> <div class="col col-small-5"> <ul class="intro-bullets list-icon"> <li> <span class="list-icon-bullet icon icon-people"></span> <h5>Практично для клиентов</h5> <p>Дайте клиенту возможность помочь себе самому, как ему удобнее.</p> </li> <li> <span class="list-icon-bullet icon icon-headset"></span> <h5>Удобно для агентов</h5> <p>Позволяет агентам сохранять знания свежими, актуальными и полезными для всех.</p> </li> <li> <span class="list-icon-bullet icon icon-tick"></span> <h5>Хорошо для бизнеса</h5> <p>Сократите расходы на поддержку и объем тикетов, чтобы агенты могли заняться более серьезными проблемами и предлагать более значимую поддержку.</p> </li> </ul> </div> </div> </div> </section> <section class="section-text-image section-text-image-product"> <div class="container grid padded"> <div class="row"> <div class="col col-small-6 col-image"> <div class="image-lockup image-lockup-right-center"> <div class="image-lockup-image-1 bigger"> <div class="relationframe mask-animation wipe-in-up ken-burns"> <img class="no-src lazyload" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/portrait-helpcenter-support-1x.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/portrait-helpcenter-support-2x.jpg 2x" alt="Человек держит кексы"/> </div> </div> <div class="image-lockup-image-2 smaller bottom"> <div class="animation"> <img class="js-localized-image no-src lazyload anim anim-in anim-up anim-delay-4" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/widget.png, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/widget.png 2x" alt=""/> </div> </div> </div> </div> <div class="col col-small-6 col-medium-4 push-medium-1 col-copy"> <p class="supertitle">Быстро и удобно</p> <h2>Поддержка на условиях клиента</h2> <p>Некоторые клиенты предпочитают справляться своими силами. Вам нужно только приготовить необходимые ответы в доступном для них месте. Вот где пригодятся умная база знаний и справочный центр. Сделайте так, чтобы клиенты могли решать свои проблемы без отправки электронного письма или звонка. Используя Web Widget и Mobile SDK, продвиньтесь дальше при помощи контекстного самообслуживания в вашем приложении или на веб-сайте.</p> </div> </div> </div> </section> <section class="section-text-image section-text-image-product" id="team-publishing"> <div class="container grid padded"> <div class="row"> <div class="col col-small-6 col-medium-4 push-medium-1 col-copy"> <p class="supertitle">Знания на каждом шагу</p> <h2>Храните свежим</h2> <p>Службы поддержки много знают о проблемах клиентов и о том, как их решить. Соберите их опыт и сделайте его доступным для клиентов с помощью <span class="wistia_embed wistia_async_8mdb4or3bb popover=true popoverContent=link popoverSize=960x540 anchor-video-inline"><a class=" anchor" tabindex="0"><span>Групповой публикации</span></a></span>. Подготовьте статьи по таким типичным темам, как часто задаваемые вопросы, сведения о продуктах, правила и т. д. Расширяясь, следите за качеством предлагаемого вами самообслуживания — позвольте агентам обновлять контент, чтобы он всегда отвечал интересам клиентов.</p> </div> <div class="col col-small-6 push-medium-1 col-image"> <div class="image-lockup image-lockup-left-center"> <div class="image-lockup-image-1 bigger"> <div class="relationframe relationframe-arch mask-animation wipe-in-up ken-burns"> <img class="no-src lazyload" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/portrait-helpcenter-fresh-1x.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/portrait-helpcenter-fresh-2x.jpg 2x" alt=""/> </div> </div> <div class="image-lockup-image-2 smaller bottom"> <div class="animation"> <img class="js-localized-image no-src lazyload anim anim-in anim-up anim-delay-4" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/team-publishing.png, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/team-publishing.png 2x" alt=""/> </div> </div> </div> </div> </div> </div> </section> <section class="section-text-image section-text-image-product"> <div class="container grid padded"> <div class="row"> <div class="col col-small-6 col-image"> <div class="image-lockup image-lockup-right-center"> <div class="image-lockup-image-1 bigger"> <div class="relationframe mask-animation wipe-in-up ken-burns"> <img class="no-src lazyload" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/portrait-helpcenter-yours-1x.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/portrait-helpcenter-yours-2x.jpg 2x" alt=""/> </div> </div> <div class="image-lockup-image-2 bigger bottom"> <div class="animation"> <img class="js-localized-image no-src lazyload anim anim-in anim-up anim-delay-4" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/customize.png, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/customize.png 2x" alt=""/> </div> </div> </div> </div> <div class="col col-small-6 col-medium-4 push-medium-1 col-copy"> <p class="supertitle">Индивидуальная настройка и персональный подход </p> <h2>Сделайте их своими</h2> <p>Настраиваемые темы обеспечат вам полный контроль и гибкость в оформлении справочного центра. Вы можете располагать контент как угодно, чтобы клиентам было проще найти нужные материалы. Можно даже создать несколько справочных центров, предназначенных для разных аудиторий, регионов или брендов, и перевести контент на 40 с небольшим языков.</p> </div> </div> </div> </section> <section> <div class="container"> <h2 class="center supertitle">Обзор возможностей</h2> <h3 class="center h2">Разберитесь в самообслуживании</h3> <div class="grid"> <div class="row js-accordion-media accordion-media"> <div class="col col-small-6 content-container"> <div class="align-top" data-accordion-tab-content="1"> <img class="js-localized-image lazyload no-src" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/experts-combined.png, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/experts-combined.png 2x" alt=""/> <div class="hide-small-up"> <h5>Усильте своих специалистов</h5> <p>Приводите в <a href="/web/20210309064622/https://www.zendesk.com.ru/service/ticketing-system/" class="anchor" target=""><span>тикетах</span></a> поддержки рекомендации по статьям, составленные искусственным интеллектом, помечайте старый контент для обновления и позвольте агентам самим писать новые статьи для базы знаний.</p> </div> </div> <div class="align-top" data-accordion-tab-content="2"> <img class="js-localized-image lazyload no-src" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/content-cues-combined.png, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/content-cues-combined.png 2x" alt=""/> <div class="hide-small-up"> <h5>Развивайте свои знания</h5> <p>Предложения от ИИ и <span class="wistia_embed wistia_async_xpaqcgglsg popover=true popoverContent=link popoverSize=960x540 anchor-video-inline"><a class=" anchor" tabindex="0"><span>рекомендации по контенту</span></a></span> помогут вам разобраться, какой контент лучше всего подходит для клиентов, а что следует удалить из базы знаний.</p> </div> </div> <div class="align-top" data-accordion-tab-content="3"> <img class="js-localized-image lazyload no-src" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/content-blocks-combined.png, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/content-blocks-combined.png 2x" alt=""/> <div class="hide-small-up"> <h5>Создавайте один раз, используйте где угодно</h5> <p><span class="wistia_embed wistia_async_7wvziiy348 popover=true popoverContent=link popoverSize=960x540 anchor-video-inline"><a class=" anchor" tabindex="0"><span>Блоки контента</span></a></span> помогают создавать, распространять и обновлять повторно используемый контент в разных статьях и справочных центрах одновременно.</p> </div> </div> <div class="align-top" data-accordion-tab-content="4"> <img class="js-localized-image lazyload no-src" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/search-combined.png, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/search-combined.png 2x" alt=""/> <div class="hide-small-up"> <h5>Не ограничивайтесь справочным центром</h5> <p>Откройте клиентам доступ к полезному контенту из разных источников, таких как блоги и другие ресурсы.</p> </div> </div> </div> <div class="col col-small-5 push-small-1 tabs-container"> <div class="tab tab-1" data-accordion-tab="1"> <div class="tab-inner"> <div class="tab-trigger"> <div class="tab-headline"> <h5>Усильте своих специалистов</h5> <span class="icon icon-chevron-down"></span> </div> </div> <div class="tab-details"> <p>Приводите в <a href="/web/20210309064622/https://www.zendesk.com.ru/service/ticketing-system/" class="anchor" target=""><span>тикетах</span></a> поддержки рекомендации по статьям, составленные искусственным интеллектом, помечайте старый контент для обновления и позвольте агентам самим писать новые статьи для базы знаний.</p> </div> </div> </div> <div class="tab tab-2" data-accordion-tab="2"> <div class="tab-inner"> <div class="tab-trigger"> <div class="tab-headline"> <h5>Развивайте свои знания</h5> <span class="icon icon-chevron-down"></span> </div> </div> <div class="tab-details"> <p>Предложения от ИИ и <span class="wistia_embed wistia_async_xpaqcgglsg popover=true popoverContent=link popoverSize=960x540 anchor-video-inline"><a class=" anchor" tabindex="0"><span>рекомендации по контенту</span></a></span> помогут вам разобраться, какой контент лучше всего подходит для клиентов, а что следует удалить из базы знаний.</p> </div> </div> </div> <div class="tab tab-3" data-accordion-tab="3"> <div class="tab-inner"> <div class="tab-trigger"> <div class="tab-headline"> <h5>Создавайте один раз, используйте где угодно</h5> <span class="icon icon-chevron-down"></span> </div> </div> <div class="tab-details"> <p><span class="wistia_embed wistia_async_7wvziiy348 popover=true popoverContent=link popoverSize=960x540 anchor-video-inline"><a class=" anchor" tabindex="0"><span>Блоки контента</span></a></span> помогают создавать, распространять и обновлять повторно используемый контент в разных статьях и справочных центрах одновременно.</p> </div> </div> </div> <div class="tab tab-4" data-accordion-tab="4"> <div class="tab-inner"> <div class="tab-trigger"> <div class="tab-headline"> <h5>Не ограничивайтесь справочным центром</h5> <span class="icon icon-chevron-down"></span> </div> </div> <div class="tab-details"> <p>Откройте клиентам доступ к полезному контенту из разных источников, таких как блоги и другие ресурсы.</p> </div> </div> </div> </div> </div> </div> <p class="center"> <a href="/web/20210309064622/https://www.zendesk.com.ru/pricing/#everyone" class="anchor anchor-medium" target=""><span>Посмотреть все функции</span></a> </p> <br/> </div> </section> <section class="quote-container"> <div class="quote quote-overlap SL_swap" id="capability-helpcenter-quote-603175"><div class="quote-inner"> <div class="container grid padded vertically-centered"> <div class="row"> <div class="col col-small-5 col-medium-4 quote-copy"> <div class="logo"> <img class="lazyload no-src" data-src="https://web.archive.org/web/20210309064622/https://d26a57ydsghvgx.cloudfront.net/product/Customer%20Story%20Images/Evernote-logo.svg.png" alt="Логотип: Evernote"/> </div> <blockquote class="h5"> «Нам нравится справочный центр в Zendesk Guide, ведь им так легко пользоваться. Мы получаем оттуда прекрасные аналитические данные, например, о том, какие статьи используются чаще всего. Это помогает нам вносить нужные изменения и узнавать, что помогает нашим пользователям». </blockquote> <cite> <p class="h6">Джеральд Хасти</p> <p class="caption">Директор по глобальному обслуживанию клиентов, <a href="/web/20210309064622/https://www.zendesk.com.ru/customer/evernote/" class="anchor" target=""><span>Evernote</span></a></p> </cite> </div> <div class="col col-small-6 col-medium-5 push-small-1 push-medium-2 quote-image"> <div class="quote-image-inner"> <img class="lazyload no-src" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/portrait-helpcenter-quote-1x.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/portrait-helpcenter-quote-2x.jpg 2x" alt=""/> </div> </div> </div> </div> </div> </div> <div class="stats stats-jane_jetson"> <div class="container grid padded centered"> <div class="row"> <div class="col col-small-3"> <h4 class="stat-headline"><span class="stat-figure">12%</span> — снижение объема тикетов за счет самообслуживания</h4> </div> <div class="col col-small-3 push-small-2"> <h4 class="stat-headline"><span class="stat-figure">200</span> миллионов пользователей</h4> </div> </div> </div> </div> </section> <section class="resources"> <div class="card-carousel container grid"> <div class="row"> <div class="col col-small-8"> <h2 class="h3">Изучите наши ресурсы для справочных центров</h2> </div> </div> <div class="row"> <div class="col"> <div class="carousel-container js-carousel-container SL_swap" id="capability-helpcenter-resources-carousel"><a class="resource-card" href="/web/20210309064622/https://www.zendesk.com.ru/blog/knowledge-base-article-template/"> <h4>5 компонентов успешного шаблона статьи для базы знаний</h4> <p>Статья</p> <img class="lazyload no-src card-image" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/portrait-helpcenter-resource1-1x.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/portrait-helpcenter-resource1-2x.jpg 2x" alt=""/> <p class="card-link"><span>Подробнее</span></p> </a> <a class="resource-card" href="/web/20210309064622/https://www.zendesk.com.ru/blog/5-knowledge-base-design-best-practices/"> <h4>10 основных стратегий создания и разработки базы знаний</h4> <p>Статья</p> <img class="lazyload no-src card-image" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/portrait-helpcenter-resource2-1x.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/portrait-helpcenter-resource2-2x.jpg 2x" alt=""/> <p class="card-link"><span>Подробнее</span></p> </a> <a class="resource-card" href="/web/20210309064622/https://www.zendesk.com.ru/blog/scalable-self-service-support-tailor-made-every-company/"> <h4>Стратегия расширяемого самообслуживания для каждой компании</h4> <p>ЭЛЕКТРОННАЯ КНИГА</p> <img class="lazyload no-src card-image" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/portrait-helpcenter-resource3-1x.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/portrait-helpcenter-resource3-2x.jpg 2x" alt=""/> <p class="card-link"><span>Learn from your peers</span></p> </a> <a class="resource-card" href="/web/20210309064622/https://www.zendesk.com.ru/blog/optimize-self-service-right-metrics/"> <h4>Оцените показатели хорошего самообслуживания </h4> <p>Статья</p> <img class="lazyload no-src card-image" data-srcset="https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/1x/portrait-helpcenter-resource4-1x.jpg, https://web.archive.org/web/20210309064622im_/https://web-assets.zendesk.com/images/p-capabilities/helpcenter/2x/portrait-helpcenter-resource4-2x.jpg 2x" alt=""/> <p class="card-link"><span>Получите данные</span></p> </a> </div> </div> </div> <div class="row row-arrows"> <div class="col"> <div class="carousel-arrows js-carousel-arrows"></div> </div> </div> </div> </section> <section class="footer-cta"> <div class="grid padded vertically-centered container"> <div class="row"> <div class="col col-small-7 footer-cta-content"> <h2>Обслуживать клиентов сложно. 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