Zendesk Guide - Best Community Platform if you are on a low budget and want high ROI.
We got a Community Developed in Zendesk Guide, they need our help in redesigning and restructuring the components and layouts of the …
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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.
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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.
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| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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(1-5 of 5)Companies can't remove reviews or game the system. Here's why
January 18, 2024
Zendesk Guide - Best Community Platform if you are on a low budget and want high ROI.
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.
- 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.
- 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.
- 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
Zendesk Guide is less expensive as compared to other community platforms, it provides sufficient features to fulfill our community requirements. If operated nicely it has better ROI as compared to other platforms. Zendesk Guide is easy to use and it is easier for developers to code in Zendesk Platform as it provides separate spaces for HBS, CSS, JS and provides option to download and upload themes.
January 15, 2024
Good place to start with a knowledge base
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.
- Easy to organize articles
- Easy to preview and publish
- Easy to edit
- Ability to add other users at different permission levels
- 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.
- Reduction in Support tickets
- 24-7 documentation
- Product adoption improvements
- Intercom
We are still exploring switching to Intercom Guides. I believe we picked Zendesk Guide because they were the top player at the time. However, what we've found is that they have fallen behind in innovation and especially adding AI options that make updating content easier for our teams as well as finding content easier for customers.
January 03, 2024
Knowledge-base Platform, Zendesk Guide Review!
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.
- Delivered analytics via Zendesk Explore
- Easy to use for end-users
- Easy to user for administrators
- Can be integrated with other platforms
- No version control
- Poor mobile experience
- Poor search functionality
- Content formatting challenges
- Enhanced customer empowerment
- Knowledge retention as it is being used for documentation
- Data driven approach via delivered analytics
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.
- Zendesk Guide allows content creator and admin to set article visibility permission.
- Zendesk Guide allows content creator and admin to set article manageable permission.
- Zendesk Guide allows admin to create security segment using employee tags that can be derived from other HRM platforms such as Workday.
- Zendesk Guide uses an interface that is simple and easy-to-understand for both admin, content creator, and end-user.
- In the past, individual users cannot be add to security segment on Zendesk Guide, but now, Zendesk has fixed this issue.
- There are not much customizable permission for admin. For example, there is only an option to select whether this user will be a Guide Admin or not. If they are, they can do everything, and if unchecked, they are just an end-user.
- Certain data on Zendesk Guide cannot be pulled on Zendesk Explore. Therefore, our company has to create a dashboard on Tableau to capture the data.
- Ability to create visibility and manageable permission through tags.
- The ability to customize the article freely and easily (as simple as writing a document in Microsoft Office).
- Ability to request for agent help on the platform itself when an article doesn't answer the employee's question.
- 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.
Freshservice also provides similar features to Zendesk Guide, however, I believe that it is not as good as Zendesk Guide. For example, in Freshservice, manageable and visibility permission can only be set at the folder level and not at the article level. Also security permission in Freshservice cannot be created from tags. This mean that without API calls or integration, admin has to assign employees to the specific manageable and visiblity permission group which is inconvenience and extremely manual. In our company, when there are more than 10 movements in a day as well as many employees hired and left in a month, doing this manually is not preferable.
May 18, 2021
Zendesk Guide is Your New Guide
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] 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.
- Logs all ticket details
- Monitors ever customer interaction
- Easy to learn and maneuver
- I would say there are times when the Zendesk application does not sync well with other software
- Ticket Monitoring
- Customer Query history
- Easy inter-company communication
- It has been really helpful in maintaining customer satisfaction
- It helps in customer purchase, as any issues noticed are easily shared and resolved
It is an attribute of Zendesk that allows for easy over the phone communication between agents and customers. It is more personal and allows for better productivity. Phone support from anywhere with reliable internet connection which is essential to call center communication whether in the office or in the home of the agent.