Zendesk

Zendesk Guide

7.9 /10

What is Zendesk Guide?

Zendesk Guide is more than just a collection of articles. It’s a smart knowledge base that helps you capture and leverage your team’s know-how. It works natively with Zendesk Support to deliver better self-service for customers and improve agent efficiency.

Company Details

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Awards & Recognition

Zendesk Guide won the following awards in the Knowledge Management category

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0 Top Rated Capabilities

2 Top Rated Features

2023

0 Top Rated Capabilities

5 Top Rated Features

2022

Zendesk Guide Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Zendesk Guide.

87 Likeliness to Recommend

1
Since last award

96 Plan to Renew

1
Since last award

80 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+77 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Zendesk Guide?

6% Negative

10% Neutral

84% Positive

Pros

Security Protects
Performance Enhancing
Respectful
Acts with Integrity

Feature Ratings

Average 80

API Integration

Workflow and Approval Management

Configurable Knowledge Repository

Multi-Language Support

Multiple File Type Support

Rich Text Editor

Version Control

Role-Based Access

Social Features

Intelligent Search

Cataloging

Vendor Capability Ratings

Average 77

Ease of Implementation

Business Value Created

Quality of Features

Vendor Support

Availability and Quality of Training

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Zendesk Guide Reviews

Er Avinash P.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2024

Publishing Knowledge base

Likeliness to Recommend

10 /10

What differentiates Zendesk Guide from other similar products?

-> Ease to organize and edit published articles. -> User friendly interface and environment. -> Automation, triggers, workflows are perfect.

What is your favorite aspect of this product?

Perfect self-service environment. Published articles, FAQs, and documentation, allows customer to handle the issues and resolve the problems independently.

What do you dislike most about this product?

Restricted to internet, offline support is not yet available.

What recommendations would you give to someone considering this product?

Tool is just perfect to publish KBs and Articles.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Bjorn K.

Role: Human Resources
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2024

Organized Move from the App

Likeliness to Recommend

7 /10

What differentiates Zendesk Guide from other similar products?

The information shared to customers is timely

What is your favorite aspect of this product?

The conducting of surveys is well addressed by the app

What recommendations would you give to someone considering this product?

The considerable tool for recommending

Pros

Reliable
Unique Features
Effective Service
Saves Time

Harshani A.

Role: Sales Marketing
Industry: Other
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Sep 2024

Great tool for client assistance

Likeliness to Recommend

10 /10

What differentiates Zendesk Guide from other similar products?

Zendesk Guide is the one software that can be used to support the customers over email, chat or phone.

What is your favorite aspect of this product?

My favourite aspect of Zendesk is its user-friendly interface, that is easy to master with regular use. It offers various features to make it the best choice for delivering best customer support.

What do you dislike most about this product?

The only thing I started to dislike about Zendesk is the Agent Assist tool, which completely changes the meaning of the statement.

What recommendations would you give to someone considering this product?

I would say if anyone is wanting to have a platform for delivering the best customer service to their members via different modes, you can go for it! This is the best ever software!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Zendesk Guide

What is Zendesk Guide?

Company Details

Need Assistance?

Awards & Recognition

Zendesk Guide Ratings

87 Likeliness to Recommend

1 Since last award

96 Plan to Renew

1 Since last award

80 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+77 Net Emotional Footprint

How much do users love Zendesk Guide?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Version Control Tracking of document versions with each iteration of document changes.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Zendesk Guide Reviews

Er Avinash P.

Publishing Knowledge base

Likeliness to Recommend

Pros

Bjorn K.

Organized Move from the App

Likeliness to Recommend

Pros

Harshani A.

Great tool for client assistance

Likeliness to Recommend

Pros

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Feature Ratings

API Integration

Workflow and Approval Management

Configurable Knowledge Repository

Multi-Language Support

Multiple File Type Support

Rich Text Editor

Version Control

Role-Based Access

Social Features

Intelligent Search

Cataloging

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Quality of Features

Vendor Support

Availability and Quality of Training

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement