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Knowledge-base Platform, Zendesk Guide Review!
January 03, 2024

Knowledge-base Platform, Zendesk Guide Review!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zendesk Guide

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

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

Not sure

Are you happy with Zendesk Guide's feature set?

Yes

Did Zendesk Guide live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Guide go as expected?

I wasn't involved with the implementation phase

Would you buy Zendesk Guide again?

Yes

Zendesk Guide excels in scenarios where companies aim to empower customers with self-service options. For instance, it's highly effective for creating detailed FAQs, troubleshooting guides, and product documentation. Its customization features ensure seamless brand integration. In customer-centric industries like e-commerce or SaaS, where users seek instant solutions, Zendesk Guide is a go-to tool. However, for highly technical content requiring intricate formatting, some users might find its features somewhat limiting. In fast-paced environments where real-time collaborative editing is crucial, additional functionalities could enhance its suitability. Despite this, Zendesk Guide remains a versatile and valuable platform for proactive customer support.