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.
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Real user data aggregated to summarize the product performance and customer experience.
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88 Likeliness to Recommend
2
Since last award
95 Plan to Renew
2
Since last award
81 Satisfaction of Cost Relative to Value
1
Since last award
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?
Pros
- Security Protects
- Performance Enhancing
- Enables Productivity
- Respectful
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Configurable Knowledge Repository
Workflow and Approval Management
Multi-Language Support
Multiple File Type Support
Version Control
Cataloging
Role-Based Access
API Integration
Rich Text Editor
Social Features
Intelligent Search
Vendor Capability Ratings
Ease of Implementation
Business Value Created
Quality of Features
Ease of IT Administration
Usability and Intuitiveness
Availability and Quality of Training
Ease of Data Integration
Vendor Support
Breadth of Features
Product Strategy and Rate of Improvement
Ease of Customization
Zendesk Guide Reviews
Mohammed S.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2024
An easy guide to customer self service and support
Likeliness to Recommend
What differentiates Zendesk Guide from other similar products?
Zendesk Guide promotes self service features. It maintains a knowledge base containing articles, FAQs, and documentation, allowing customers to find solutions to their questions independently.
What is your favorite aspect of this product?
It allows us to modify the design and branding of their knowledge base. This assures that the self service content provides a consistent user experience.
What do you dislike most about this product?
Access to the knowledge base may be restricted when there is no internet connection. This can affect support agents ability to retrieve information when offline.
What recommendations would you give to someone considering this product?
This is an excellent platform for customer self service and help guides, as it actively seeks and collects user input from both support agents and end users understanding their experiences and preferences .
Pros
- Continually Improving Product
- Enables Productivity
- Efficient Service
- Effective Service
Michael H.
- Role: Operations
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2024
While not versatile, beginner-friendly product
Likeliness to Recommend
What differentiates Zendesk Guide from other similar products?
Zendesk is composed of features that work much differently from other products. These features include macros, triggers and automations. Another distinction is that out of all products known Zendesk is most beginner-friendly, which may be suitable for small-business companies to run.
What is your favorite aspect of this product?
My favorite aspects of the product are automations, triggers and implementations. I am a huge fan of technology!
What do you dislike most about this product?
What I dislike about this product is the limitation of the features, including limited options to modify automations and triggers. While I do like features as discussed above, I feel that Zendesk can be oversimplified or too simple for more advanced business to use. Client communication faults the implementation of the Zendesk product, which ruins the purpose of using the ticketing system.
What recommendations would you give to someone considering this product?
I would consider checking with other products to see whether or not they fit. Zendesk is in par with other SaaS products (software-as-a-service), so it is best to learn whether or not Zendesk is suitable in terms of features. Sometimes, one product is better than Zendesk because of usages and client interaction.
Pros
- Security Protects
- Performance Enhancing
- Enables Productivity
- Unique Features
Cons
- Inhibits Innovation
- Slower Product Innovation
- Less Efficient Service
gunda s.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2024
The best Customer Care Companion
Likeliness to Recommend
What differentiates Zendesk Guide from other similar products?
Zendesk Guide offers several features and capabilities that differentiate it from other similar products in the market It offers an integrated platform with Chat for instantaneous contact, service for ticketing and customer service, and a Guide for knowledge management.
What is your favorite aspect of this product?
It has a user friendly interface which makes our job easy to create and manage their knowledge base and the intuitive design contributes to faster adoption and efficient content management.
What do you dislike most about this product?
Zendesk Guide is a cloud based application that depends on an internet connection. We face trouble accessing the knowledge base if there are problems with internet access.
What recommendations would you give to someone considering this product?
If you're considering Zendesk Guide for your organization, know that it is scalable but selecting the appropriate plan and configuration will depend on your organizational unique demands and specifications of your company.
Pros
- Enables Productivity
- Caring
- Saves Time
- Continually Improving Product
