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Zendesk

Zendesk Guide

7.8 /10

41 Reviews Write a Review

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

79 Satisfaction of Cost Relative to Value

2
Since last award

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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?

6% Negative

11% Neutral

83% Positive

Pros

Security Protects
Performance Enhancing
Respectful
Acts with Integrity

Feature Ratings

Average 80

Configurable Knowledge Repository

Workflow and Approval Management

Multi-Language Support

API Integration

Multiple File Type Support

Version Control

Rich Text Editor

Role-Based Access

Intelligent Search

Social Features

Cataloging

Vendor Capability Ratings

Average 77

Ease of Implementation

Business Value Created

Quality of Features

Vendor Support

Ease of Data Integration

Availability and Quality of Training

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Customization

Zendesk Guide Reviews

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

Jamie H.

Role: Operations
Industry: Finance
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Aug 2024

Great service and product compared to alternatives

Likeliness to Recommend

8 /10

What differentiates Zendesk Guide from other similar products?

Better usability all around better product. Zendesk was easy to pick up (I now have 6 years experience with the product) I would say it is much better than other alternatives on the market.

What is your favorite aspect of this product?

Ease of use I was able to pick it up quickly. The rate of improvements are quite quick and third party API implementation is easy. The thid party app store is also great.

What do you dislike most about this product?

Cost. It can be expensive compared to alternatives on the market. You have to be good at negotiation to get the price down.

What recommendations would you give to someone considering this product?

Similar to any other product ensure you put in as much time as possible plan out the implementation if you are moving from another system to this one.

Pros

Continually Improving Product
Helps Innovate
Reliable
Enables Productivity

Jessica M.

Role: Information Technology
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2024

Lots of features but not easy to use & costly

Likeliness to Recommend

7 /10

What differentiates Zendesk Guide from other similar products?

They have a lot of features such as multiple forms which was important for us as multiple departments would be using it and we needed each department to be able to ask their own relevant questions

What is your favorite aspect of this product?

multiple forms

What do you dislike most about this product?

too complex and not easy or simple to use. It' also not very intuitive. It's very difficult to create reports.

What recommendations would you give to someone considering this product?

Have agents and report admins go through training

Pros

Respectful
Friendly Negotiation
Generous Negotitation
Efficient Service

Cons

Less Productive
Inhibits Innovation
Slower Product Innovation

How We Deliver

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

79 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+75 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

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

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

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

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.

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

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

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.

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

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

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

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.

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

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.

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.

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.

Zendesk Guide Reviews

Harshani A.

Great tool for client assistance

Likeliness to Recommend

Pros

Jamie H.

Great service and product compared to alternatives

Likeliness to Recommend

Pros

Jessica M.

Lots of features but not easy to use & costly

Likeliness to Recommend

Pros

Cons

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Title

1
Since last award

1
Since last award

2
Since last award

Feature Ratings

Configurable Knowledge Repository

Workflow and Approval Management

Multi-Language Support

API Integration

Multiple File Type Support

Version Control

Rich Text Editor

Role-Based Access

Intelligent Search

Social Features

Cataloging

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Quality of Features

Vendor Support

Ease of Data Integration

Availability and Quality of Training

Breadth of Features

Usability and Intuitiveness

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Customization