#1 most frequent
United States of America
61.1%214 installations of 350
What is 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 & Use Cases
Who Buys & Uses Zendesk Guide
#2 most frequent
Canada
6.3%22 installations of 350
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
5.7%20 installations of 350
Good place to start with a knowledge base
Use Cases and Deployment Scope
We use Zendesk Guide to host our knowledge base - namely, technical articles and guides as well as some best practice materials. The goal is to empower technical teams to keep our public-facing knowledge base up-to-date so that customers can self-serve. This creates a better user experience AND deflects support tickets and their associated costs.
Pros
- Easy to organize articles
- Easy to preview and publish
- Easy to edit
- Ability to add other users at different permission levels
Cons
- 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.
Return on Investment
- Reduction in Support tickets
- 24-7 documentation
- Product adoption improvements
Alternatives Considered
Intercom
Other Software Used
LearnUpon, Intercom, Adobe Marketo Engage
Zendesk Guide is Your New Guide
Pros
- Logs all ticket details
- Monitors ever customer interaction
- Easy to learn and maneuver
Cons
- I would say there are times when the Zendesk application does not sync well with other software
Most Important Features
- Ticket Monitoring
- Customer Query history
- Easy inter-company communication
Return on Investment
- It has been really helpful in maintaining customer satisfaction
- It helps in customer purchase, as any issues noticed are easily shared and resolved
Alternatives Considered
Zendesk Talk
Other Software Used
Genesys Cloud (formerly PureCloud)
Zendesk (ZD) an excellent leading product in Market with Best ROI and User Friendly
Pros
- Knowledge base.
- Tickets and agents.
- Reporting.
Cons
- 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.
Most Important Features
- Knowledge base
- Tickets and agents
Return on Investment
- 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.
Alternatives Considered
Freshdesk
Other Software Used
Intercom, Freshdesk, LiveAgent
Zendesk Guide - Best Community Platform if you are on a low budget and want high ROI.
Use Cases and Deployment Scope
We got a Community Developed in Zendesk Guide, they need our help in redesigning and restructuring the components and layouts of the Community pages. They also demanded some custom pages to be developed in the Zendesk Community platform with Message Listing with some filters based on Labels, and categories and we have made the pages accordingly.
Pros
- 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.
Cons
- It would be great if we get better backend handlebar features to manipulate data in the backend itself rather than manipulating content through javascript in the frontend.
- I don't find many Context Objects in Zendesk, we need to make API calls for getting small things however it's much better in its competitors like Khoros which provide plenty of context objects used in their backend.
- I haven't seen many Integration options in Zendesk Guide communities however other community platforms offer many backend written functions to be used for Third Party Integrations.
Return on Investment
- After the community came to us and we redesigned and made it more SEO-friendly and performance-efficient, its engagement increased by 30-40% in 1 Year based on different factors.
- It has returned the Invested money in best way possible and given the product a global name by distributing the queries and solutions to lakhs of community users.
- Increase in Page views by 32% in 1 year
- Increase in Community visits by 29% in 1 year
- Increase in Average Member online time by 54% in 1 year
Alternatives Considered
Khoros Communities, Higher Logic Vanilla and Salesforce Experience Cloud
Knowledge-base Platform, Zendesk Guide Review!
Use Cases and Deployment Scope
Zendesk Guide serves as our go-to solution for streamlining customer support. It's our knowledge hub, allowing us to craft informative articles and FAQs that empower users to find answers independently. This not only reduces the workload on our support team but also enhances customer satisfaction through quicker problem resolution. The product's customization features enable us to maintain a seamless brand experience, and the integrated analytics provide valuable insights into user behavior.
Pros
- Delivered analytics via Zendesk Explore
- Easy to use for end-users
- Easy to user for administrators
- Can be integrated with other platforms
Cons
- No version control
- Poor mobile experience
- Poor search functionality
- Content formatting challenges
Return on Investment
- Enhanced customer empowerment
- Knowledge retention as it is being used for documentation
- Data driven approach via delivered analytics