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Zendesk Guide Reviews

4 Ratings
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Score 7.3 out of 100

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Reviews (1-2 of 2)

Shea Mworia | TrustRadius Reviewer
January 20, 2020

Self Serving made Simple

Shea Mworia
Score 7 out of 10
Vetted Review
Verified User
Review Source
Technically it is being used by a department, yet it's also customer facing so our customers get the chance to use our help guide also. It benefits our internal reps as well as our external customers.
  • It allows users to be self-reliant and more independent.
  • Our managers are able to focus on higher value work because their agents can support themselves with getting their questions answered.
  • Formatting can be tricky from time to time.
Well suited because we can brand it with our look and feel and try to provide a better self-service avenue for our customers and agents.
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.
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Vincent Frisina | TrustRadius Reviewer
January 18, 2020

Zoho Guide -- it works

Vincent Frisina
Score 7 out of 10
Vetted Review
Verified User
Review Source
We use a guide to provide support documentation for our customers, segmented by organization.
  • Segmentation.
  • Article management.
  • Setup needs to be thought of from implementation.
  • Filtering is finicky.
Zendesk is great for short articles, but once you reach a certain volume of articles, figuring out which ones need updating can be a chore. There's no video hosting.
They're prompt and thorough when asked.
Read Vincent Frisina's full review

Zendesk Guide Scorecard Summary

Likelihood to Recommend (4)
7.3
Support Rating (2)
8.0

About Zendesk Guide

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.
Categories:  Knowledge Management

Zendesk Guide Technical Details

Operating Systems: Unspecified
Mobile Application:No