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
79 Satisfaction of Cost Relative to Value
2
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
- 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
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
Zendesk Guide Reviews
Sandeep Kumar C.
- Role: Operations
- Industry: Healthcare
- Involvement: IT Development, Integration, and Administration
Submitted Jan 2024
Zendesk Guide is one stop solution.
Likeliness to Recommend
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
Submitted Jan 2024
Likeliness to Recommend
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Shahid a.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Jan 2024
Excellent consumer self service and assistance.
Likeliness to Recommend
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