Good place to start with a knowledge base
January 15, 2024
Good place to start with a knowledge base
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Zendesk Guide
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
- Intercom
We are still exploring switching to Intercom Guides. I believe we picked Zendesk Guide because they were the top player at the time. However, what we've found is that they have fallen behind in innovation and especially adding AI options that make updating content easier for our teams as well as finding content easier for customers.
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?
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?
No