What is Zendesk Guide?
Zendesk Guide is a smart knowledge base that helps tap into that institutional knowledge and puts it to work. With Guide, you can quickly build a customizable help center, online community, and customer service portal so customers get better self-service and agents see improved efficiency and faster resolution. And since it's the only knowledge base native to Zendesk, it integrates seamlessly with Zendesk Support.
"Worked well for what we needed"
What do you like best?
Zendesk Guide has the ability to use multiple Help Centers, distinguishable by brand, product, etc. We are able to leverage this well with our multi-brank, multi-product software.
What do you dislike?
Reporting - Zendesk reporting, in general, has been a barrier for us. We're able to surface some of the metrics we need, but others require exporting data and having our BI + Data Science teams do work.
Not necessarily a disklike, but something we did not get around to due to resource restraints: ability to brand/code to create a specific experience is possible, but know what you're getting into. We didn't leverage this as well as we could have, rather just used the built-in branding tools.
What business problems are you solving with the product? What benefits have you realized?
Multiple Help Centers, branded differently based on product and customer. We provide services based on multiple products and support both B2B and B2C. Being able to separate the business needs and support the different customers based on product has been a must.
Q & A
Provides forums where employees of various levels can share expertise and processes.
Lets users direct one another to content via customized links, foregoing a lengthy search process.
Incorporates a search bar to help navigate users to appropriate content.
Updates document administrators after a specified interval of time so as to encourage verification that aged information remains relevant and accurate.
Allows users access to files based on role, or password protections.
Public vs Private
Offers the choice to make a conversation private between specified contributors, or open for public discussion.
Sends updates to document or file participants when changes have been made.
Tracks activity within file types to help administrators understand what is being used the most.
Allows for the importation of content and knowledge from previously implemented tools.
Stores and readies various file types for viewing.
Allows users to leave notes or comments on various file types for eventual reference.
Enables comments, liking and other social features within discussions or documents.
Allows users to tag one another in file data or comments for easier search and referencing.
Lets users upload documents, photos and various other file types from their personal devices for greater knowledge sharing.