The Slab knowledge base, from Slab in San Francisco, is described by the vendor as a team wiki with an editor, fast search capabilities, and dozens of integrations to provide additional features. Slab aims to be the one place for a team's shared knowledge.
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Zendesk Guide
Score 7.7 out of 10
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Zendesk Guide is a smart knowledge base built to help support teams continuously improve content, keep it up to date, and serve it to customers.
Most of the systems I have used in the past that house knowledge feel clunky and difficult to navigate. They are not easily modified and are not easy to access when you are working directly with a customer. They do not feel linear and sometimes feel overwhelming when you are …
It's perfect for us to update processes that we use daily at Curri. This is a very important piece of our business because being a start-up, things are always changing. I'd say it's pretty appropriate for all needs related to a knowledge base.
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
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.
Sometimes the search doesn't want to pull up what I've entered, even though when I find what I'm looking for, it's named exactly what I was searching for.
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
Most of the systems I have used in the past that house knowledge feel clunky and difficult to navigate. They are not easily modified and are not easy to access when you are working directly with a customer. They do not feel linear and sometimes feel overwhelming when you are trying to learn new processes. Overall, I've never used a KB that I felt did a great job at housing the information I would need to refresh and train. Slab is easy to navigate, easy to use and overall very seamless in delivering information. I never feel overwhelmed and the simplicity in it's layout allows users to access information without feeling discouraged trying to locate it
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.
