Zendesk Guide Reviews & Insights

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.

It is less expensive as compared to other community platforms like Khoros so it is a great platform based on its Price and the features it provides. It is simple to use and a new developer can also easily work on it if it has the Frontend Engineer experience in the past.

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.

For a quick setup of a Help Center, it works well. I think if you're trying to integrate all content and learning materials, it lacks functionality. Their support is pretty slow as well and take a long time to respond to comments on their own articles. Integration with bots and AI tools is also lacking.

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.

Zendesk Guide excels in scenarios where companies aim to empower customers with self-service options. For instance, it's highly effective for creating detailed FAQs, troubleshooting guides, and product documentation. Its customization features ensure seamless brand integration. In customer-centric industries like e-commerce or SaaS, where users seek instant solutions, Zendesk Guide is a go-to tool. However, for highly technical content requiring intricate formatting, some users might find its features somewhat limiting. In fast-paced environments where real-time collaborative editing is crucial, additional functionalities could enhance its suitability. Despite this, Zendesk Guide remains a versatile and valuable platform for proactive customer support.

In my requirement I used 3 features of Zendesk Guide mainly knowledge base /tickets, agents and reporting. These help us to speed up the process [and] to enhance customer experience. Reporting is very informative in thru sense. We can scheduled it and format template is very user friendly.

User Friendly.
Easy to operate and learn.
Excellent customer support.

In our company, we use Zendesk Guide as our knowledge base platform across all departments. Each department will have its own Zendesk Guide Category in which employees can refer to when they have questions regarding the department. We use Zendesk Guide because we want to encourage self-service employee behavior. Instead of asking the responsible team immediately when they have questions, we want to encourage them to find an answer on their own first on our Zendesk Guide platform to both reduce the requester wait time when asking question as well as the requirement to hire a headcount for answering questions that are answerable by articles on Zendesk Guide.

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.

Zendesk Guide is utilized to interact with customer queries and concern. The application greatly helps us to monitor and log each ticket that is handled. It provides a detailed log of the interaction, as well as the agent assigned to that ticket.
Zendesk [Guide] also allows for easy interaction between the Customer Care Department. As tickets that cannot be easily resolved can be escalated to relevant support teams such as Technical Support. I would recommend this software for any small or large scale telecommunications company.

[Zendesk Guide] is well suited for any telecommunications company, especially in a work from home scenario. Zendesk Guide is basically an incentive for employees to not slack off and continue to provide excellent skills and services they were trained to do.
The application is not necessarily appropriate for business's that don't utilize over the phone or web chat interactions.

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.

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.

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.