Self Serving made Simple
January 20, 2020

Self Serving made Simple

Shea Mworia | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zendesk Guide

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.
  • It allows users to be self-reliant and more independent.
  • Our managers are able to focus on higher value work because their agents can support themselves with getting their questions answered.
  • Formatting can be tricky from time to time.
  • Employee turnover has decreased because our agents feel more equipped with the knowledge at their fingertips.
  • MONKEY
More options and customizable.
The support is good but can sometime be frustrating to get a quick answer. We end up being sent articles that don't answer the question and then we have to go back and try again.

Do you think Zendesk Guide delivers good value for the price?

Yes

Are you happy with Zendesk Guide's feature set?

Yes

Did Zendesk Guide live up to sales and marketing promises?

Yes

Did implementation of Zendesk Guide go as expected?

No

Would you buy Zendesk Guide again?

Yes

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.