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 …
Overview
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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- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Zendesk Guide?
Zendesk Guide Technical Details
| Operating Systems | Unspecified |
|---|---|
| Mobile Application | No |
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(44)Attribute Ratings
Reviews
(1-3 of 3)Companies can't remove reviews or game the system. Here's why
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.
- Knowledge base.
- Tickets and agents.
- Reporting.
- 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.
- Knowledge base
- Tickets and agents
- 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.
Zendesk (ZD) is one of the most popular help desk software solutions on the market.
Zendesk tends to handle complexity better than Freshdesk, when it comes to automation.
Zendesk tends to handle complexity better than Freshdesk, when it comes to automation.
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.