Zendesk Guide
Empower customers with a self-service knowledge base to find answers instantly.
Executive Summary
Zendesk Guide is a self-service knowledge base solution designed to empower customers to find answers independently, thereby reducing the volume of common support questions. It allows businesses to create, organize, and publish articles, FAQs, and other helpful content in a customizable help center. By providing a comprehensive and easily searchable resource, Guide improves customer satisfaction and frees up support agents to focus on more complex issues. The platform offers various plans, including Guide Lite (included at no extra cost with all Zendesk Support plans) for basic self-service, and Guide Professional and Enterprise for advanced knowledge management capabilities. These advanced features can include content workflows, reporting, and integration with other Zendesk products like Support and Explore. Guide is a core component of Zendesk's customer service ecosystem, enabling efficient and scalable support operations.
Use Cases
- Providing a comprehensive self-service portal for customers
- Reducing the volume of repetitive support tickets
- Empowering support agents with an internal knowledge base
- Onboarding new customers with product documentation and FAQs
- Centralizing company policies and procedures for internal use
Features
Visibility
- Customizable Help Center: Design and brand your self-service portal to match your company's look and feel, with options for advanced navigation.
- Customization Options: Access to 500+ customization options for your help center, including multi-select and multi-line custom fields.
Intelligence
- AI Agents: Leverage AI to assist customers in finding answers and interacting with the knowledge base.
- Custom Reports: Create tailored reports using Zendesk Guide data to analyze knowledge base performance.
Support
- Integrated with Zendesk Support: Seamlessly connect your knowledge base with your ticketing system for agent efficiency and customer self-service.
- Simple Self-Service Solution: Empower customers to find answers independently, reducing the need for direct agent interaction.
Technical Specifications
- Deployment
- SaaS
- API Available
- Yes
Security & Compliance
Certifications: SOC 2, GDPR
Pricing
- Model
- Subscription (per agent per month)
- Starting Price
- $0 (with Zendesk Support plans) or Contact sales
- Target Customer
- SMB,Mid-Market,Enterprise
- Contract Type
- Annual,Monthly
About zendesk
Zendesk is an American software-as-a-service (SaaS) company that provides a cloud-based customer service and engagement platform. It offers a range of products including help desk, ticketing, live chat, and CRM tools for businesses of all sizes, incorporating AI-powered features to automate workflows and improve responsiveness.