Name: Zendesk Guide
Rating: 8.7 (55 reviews)
Author: Zendesk

Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Batch Management Software

Mind Mapping

Development

Online Learning

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Interactive Voice Response (IVR)

Manufacturing Execution

Payment Facilitation

Project Portfolio Management

Enterprise

Accounting

Corporate Performance Management (CPM)

Online Trading

Payment Gateway

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Credentialing

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Governance

Cloud Storage

Enterprise Flash Array Storage

Fraud Detection

HTML Editors

In-Memory Databases

Integration Platform as a Service (iPaaS)

Internet Security

M2M Application Development

Network Performance Monitoring

NoSQL Databases

Remote Monitoring and Management

Routers

Software Defined Storage (SDS)

Threat Hunting

Traffic Switching

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Reference Management

Digital Signage

Email Deliverability

Email Management

Email Marketing

Headless CMS

Marketing Automation

Social Media Management

Survey & Forms Building

Swag Management

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Point of Sale

Sales

Intrusion Detection

Secure Access Service Edge (SASE)

Security

Auto Repair

Aviation

Building Information Modeling (BIM)

Construction Management

Emergency Notification

Home Health Care

Homeowner's Association (HOA) Management

Intelligent Document Processing

Legal Billing

OSS/BSS (Operations Support/Business Support)

Smart Cities

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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.

Self Serve

eXo Platform is an open-source, social-collaboration software designed for enterprises. Some key features include: Enterprise Social Network, Enterprise Content Management and Social Collaboration.

Digital Workplace Cloud

Community

Enterprise Unlimited

Digital Workplace On-Premise

Social Intranet

eXo Platform

Zendesk Guide

Knowledge Management

Likelihood to Recommend

Support Rating

Zendesk is a cloud-based customer support software built for better customer relationships. Designed to improve your customer satisfaction and to support your customers on any channel: text SMS, web, mobile app, phone, email, social media. More than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet your customer needs ranging from help desk software to live chat to knowledge base management. Learn more at zendesk.com.

Zendesk

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Version history

Users cannot

Backup data

Option to select

Certain data

Create a dashboard

Improvement needed

Need to support

Individual users

New team members

Simple and easy

Easy to understand

Customer interaction

Easy to learn

Knowledge base

New team

Project documentation

Team members

Home

Knowledge Management Systems

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

LearnUpon, Intercom, Adobe Marketo Engage

Manager of Product Adoption and Growth

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

Khoros Communities, Higher Logic Vanilla and Salesforce Experience Cloud

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

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.

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

Customer Care Agent

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.

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.

Consultant

Zendesk Guide

Overview

What is Zendesk Guide?