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Zendesk Guide Logo
Zendesk

Zendesk Guide

7.6 /10
Category
Zendesk Guide
7.6 /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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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.

88 Likeliness to Recommend

96 Plan to Renew

1
Since last award

81 Satisfaction of Cost Relative to Value


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Emotional Footprint Overview

+75 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?

3% Negative
12% Neutral
85% Positive

Pros

  • Security Protects
  • Performance Enhancing
  • Enables Productivity
  • Respectful

Feature Ratings

Average 80

Configurable Knowledge Repository

88

Workflow and Approval Management

83

Multi-Language Support

82

Multiple File Type Support

81

Cataloging

81

Version Control

81

Role-Based Access

81

API Integration

81

Rich Text Editor

81

Intelligent Search

79

Social Features

79

Vendor Capability Ratings

Average 78

Ease of Implementation

86

Business Value Created

83

Quality of Features

79

Ease of IT Administration

77

Usability and Intuitiveness

77

Availability and Quality of Training

77

Ease of Data Integration

77

Vendor Support

76

Breadth of Features

76

Product Strategy and Rate of Improvement

75

Ease of Customization

75

Zendesk Guide Reviews

Sandeep Kumar C.

  • Role: Operations
  • Industry: Healthcare
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2024

Zendesk Guide is one stop solution.

Likeliness to Recommend

9 /10

What differentiates Zendesk Guide from other similar products?

1. Zendesk helps us to integrate data with multiple sources and view it in a single place. 2. It is easy to set-up compared to other tools. 3. Submitted details can be easily captured and stored at one place. 4. End users can easily find solutions for all know issues.

What is your favorite aspect of this product?

1. Content management is very easy and it can be managed at a centralized location. 2. Zendesk Guide has the best permission management that can restrict articles. 3. User segment is one of the best solution of Zendesk Guide.

What do you dislike most about this product?

1. It is expensive when compared with other products like Zoho, Freshdesk

What recommendations would you give to someone considering this product?

1. Consider the Zendesk Guide when the huge knowledge base has to be maintained and Tech Savy users.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Unique Features
  • Inspires Innovation

Kalline F.

  • Role: Operations
  • Industry: Other
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2024

Likeliness to Recommend

10 /10

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Shahid a.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2024

Excellent consumer self service and assistance.

Likeliness to Recommend

9 /10

What differentiates Zendesk Guide from other similar products?

Zendesk guide provides highly trained support and it helps to guide customer to get his own FAQ's clear through its knowledge base.

What is your favorite aspect of this product?

It provides AI powered recommendations for our FAQ's and integrates easily with our platform providing a high skilled support.

What do you dislike most about this product?

The Zendesk guide works fine with automated customer support the thing they can improve is searching the tickets and filters.

What recommendations would you give to someone considering this product?

The Zendesk guide provides a great and skilled support its AI driven solutions helps to get solve customer FAQ's quicker and accurate .

Pros

  • Helps Innovate
  • Continually Improving Product
  • Enables Productivity
  • Efficient Service

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