AirMason vs. Zendesk Guide

Our onboarding experience for new starters was not the most efficient nor effective. Having AirMason allowed us to create modern effective handbooks that new starters can easily access on their phones, tablets and computers. It gave the option for staff to sign off at the end of reading the handbook, so can you easily track who has read which handbook. It is very easy to use software that allows you to input videos, relevant websites and using your own branding and colours.

[Zendesk Guide] is well suited for any telecommunications company, especially in a work from home scenario. Zendesk Guide is basically an incentive for employees to not slack off and continue to provide excellent skills and services they were trained to do. The application is not necessarily appropriate for business's that don't utilize over the phone or web chat interactions.

Incentivized

• Easy to organize articles
• Easy to preview and publish
• Easy to edit
• Ability to add other users at different permission levels

Incentivized

• Some improvement needed to reviewing articles, as we can't do the reviews in the same place where we write and publish the article.
• Central KBs need to support version history, which some time lacks to give track of multiple review.

Incentivized

The support is good but can sometime be frustrating to get a quick answer. We end up being sent articles that don't answer the question and then we have to go back and try again

Incentivized

Freshservice also provides similar features to Zendesk Guide, however, I believe that it is not as good as Zendesk Guide. For example, in Freshservice, manageable and visibility permission can only be set at the folder level and not at the article level. Also security permission in Freshservice cannot be created from tags. This mean that without API calls or integration, admin has to assign employees to the specific manageable and visiblity permission group which is inconvenience and extremely manual. In our company, when there are more than 10 movements in a day as well as many employees hired and left in a month, doing this manually is not preferable

Incentivized

• After the community came to us and we redesigned and made it more SEO-friendly and performance-efficient, its engagement increased by 30-40% in 1 Year based on different factors.
• It has returned the Invested money in best way possible and given the product a global name by distributing the queries and solutions to lakhs of community users.
• Increase in Page views by 32% in 1 year
• Increase in Community visits by 29% in 1 year
• Increase in Average Member online time by 54% in 1 year

Incentivized