Lexis Search Advantage vs. Zendesk Guide

It is good for researching previous news stories on a subject and it can be helpful for tracking down people and their biographical information. If you're looking for academic studies on a subject, this is not the best place to go in my opinion. It is also not always current with addresses and phone numbers.

Incentivized

In our company, we host our benefit articles based on country on our Zendesk Guide. However, these articles should not be seen by employees that are outside their respective article country. For example, an employee that is based in Thailand shouldn't be seeing Malaysia benefits article as employees might compared benefits. With Zendesk Guide, the system allow us to set the configuration of the article so it is only visible Thailand-based employees, and for Malaysia article, only Malaysia-based employees

Incentivized

• Searching for news stories on a subject.
• Tracking down people.
• Tracking down previous residences of a person.

Incentivized

• They give us ability to control the whole frontend of the Communities by giving us access to manipulate HTML (in HBS file), CSS and JS
• They give handlebars templating engine in backend which helps us to show various listing rendered through server side without having need to implement client side rendering of the listing and features.
• They provide us dynamic content fields, which can be useful for mapping categories or storing category and topic IDs so we don't need to hard code IDs in Sandbox and Production separately.

Incentivized

• Not all address location information is accurate or up to date.
• The previous search function for news stories was easier to use than what was changed last year.

Incentivized

• Formatting according to our brand guidelines can be tricky
• Reporting metrics are lacking
• The user interface can be confusing
• Their support team takes a long time to respond
• They have comments open on their KB articles, but almost noone responds, which is frustrating.

Incentivized

It's been several years since I called for help but when I did, Lexis was very helpful.

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

Lexis is much more refined in its results. I use it because it is a newsroom standard and it is what is provided by the company.

Incentivized

It is an attribute of Zendesk that allows for easy over the phone communication between agents and customers. It is more personal and allows for better productivity. Phone support from anywhere with reliable internet connection which is essential to call center communication whether in the office or in the home of the agent.

Incentivized

• No idea -- I don't deal with our finances.

Incentivized

• We used it for multiple customer so we can say ROI of Zendesk Guide is very competitive.
• Zendesk meet[s] most of the business objective[s], which suits [a]s best product among its competitor.
• I highly recommend to use Zendesk for knowledge base and tickets and agents.

Incentivized