Zendesk Guide

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.

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 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.

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.

We use a guide to provide support documentation for our customers, segmented by organization.