Slab Knowledge Base vs. Zendesk Guide

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.

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

• Organization
• Training
• Sharing information
• Linking documents
• Easy access to company material

Incentivized

• Logs all ticket details
• Monitors ever customer interaction
• Easy to learn and maneuver

Incentivized

• 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.

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

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

Incentivized

It was integrated with our Zendesk help desk, and was reasonable in price.

Incentivized

• Positive impact in keeping all departments in sync
• Positive impact on finding who owns a particular territory
• Positive impact making and retrieving templates

Incentivized

• Increase employee knowledge.
• Encourage self-service behavior.
• Reduce requester (employee) wait time as they find an answer on their own.
• Reduce the number of tickets created for agent.

Incentivized