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Zendesk Guide

Score8.6 out of 10

53 Reviews and Ratings

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What is Zendesk Guide?

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.

Categories & Use Cases

Reviews

What users are saying about Zendesk Guide.
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Good place to start with a knowledge base

Incentivized
Sarah Lowenstein
Manager of Product Adoption and Growth in Product Management at ActivTrak (51-200 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • Easy to organize articles
  • Easy to preview and publish
  • Easy to edit
  • Ability to add other users at different permission levels

Cons

  • 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.

Return on Investment

  • Reduction in Support tickets
  • 24-7 documentation
  • Product adoption improvements

Alternatives Considered

Intercom

Other Software Used

LearnUpon, Intercom, Adobe Marketo Engage

Zendesk Guide is Your New Guide

Incentivized
Sereta RobinsonView profile
Customer Care Agent in Customer Service at Digicel Jamaica (10,001+ employees employees)

Pros

  • Logs all ticket details
  • Monitors ever customer interaction
  • Easy to learn and maneuver

Cons

  • I would say there are times when the Zendesk application does not sync well with other software

Most Important Features

  • Ticket Monitoring
  • Customer Query history
  • Easy inter-company communication

Return on Investment

  • It has been really helpful in maintaining customer satisfaction
  • It helps in customer purchase, as any issues noticed are easily shared and resolved

Alternatives Considered

Zendesk Talk

Other Software Used

Genesys Cloud (formerly PureCloud)

Zendesk (ZD) an excellent leading product in Market with Best ROI and User Friendly

Incentivized
Sandeep SinghView profile
Consultant in Information Technology at DXC Technology (10,001+ employees employees)

Pros

  • Knowledge base.
  • Tickets and agents.
  • Reporting.

Cons

  • 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.

Most Important Features

  • Knowledge base
  • Tickets and agents

Return on Investment

  • 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.

Alternatives Considered

Freshdesk

Other Software Used

Intercom, Freshdesk, LiveAgent

Zendesk Guide - Best Community Platform if you are on a low budget and want high ROI.

Incentivized
Verified User
Engineer in Information Technology (1001-5000 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • 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.

Cons

  • 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.

Return on Investment

  • 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

Alternatives Considered

Khoros Communities, Higher Logic Vanilla and Salesforce Experience Cloud

Knowledge-base Platform, Zendesk Guide Review!

Incentivized
Verified User
Employee in Human Resources (1001-5000 employees employees)

Use Cases and Deployment Scope

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.

Pros

  • Delivered analytics via Zendesk Explore
  • Easy to use for end-users
  • Easy to user for administrators
  • Can be integrated with other platforms

Cons

  • No version control
  • Poor mobile experience
  • Poor search functionality
  • Content formatting challenges

Return on Investment

  • Enhanced customer empowerment
  • Knowledge retention as it is being used for documentation
  • Data driven approach via delivered analytics