Reviews (1-2 of 2)
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.
Read Shea Mworia's full review
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.
We use a guide to provide support documentation for our customers, segmented by organization.
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.
Read Vincent Frisina's full review
They're prompt and thorough when asked.
Zendesk Guide Scorecard Summary
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