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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Real user data aggregated to summarize the product performance and customer experience.
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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
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
- Respectful
- Acts with Integrity
How to read the Emotional Footprint
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
Negative
Neutral
Positive
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
Zendesk Guide Reviews
Susana F.
- Role: Information Technology
- Industry: Finance
- Involvement: Business Leader or Manager
Submitted Jul 2021
easy to use but not powerful enough
Likeliness to Recommend
What differentiates Zendesk Guide from other similar products?
all part of the Zendesk Suite
What is your favorite aspect of this product?
easy to use
What do you dislike most about this product?
not very flexible and powerful
What recommendations would you give to someone considering this product?
very good for basic knowledge bases
Pros
- Reliable
- Trustworthy
- Respectful
- Client Friendly Policies
- Role: Vendor Management
- Industry: Retail
- Involvement: IT Development, Integration, and Administration
Submitted Jul 2021
Smooth integration with ZD self service sells it
Likeliness to Recommend
Pros
- Effective Service
- Respectful
- Reliable
- Performance Enhancing
Cons
- Less Friendly Negotiation
kory L.
- Role: Information Technology
- Industry: Gaming and Hospitality
- Involvement: IT Leader or Manager
Submitted Jul 2021
ease of use, but on the higher cost side
Likeliness to Recommend
What differentiates Zendesk Guide from other similar products?
Zendesk is a trusted vendor
What is your favorite aspect of this product?
easy of use
What do you dislike most about this product?
higher price tag
What recommendations would you give to someone considering this product?
zendesk has great support
Pros
- Helps Innovate
- Trustworthy
- Inspires Innovation
- Respectful