FinancialForce FFA and Salesforce CPQ Consultant at Cloudteam
MSP
Dec 8, 2021
I'd advise those using Zendesk to make sure to connect Guide to analytics and to check what your customers are doing and improve the content according to their needs. This is the most important thing you can do. I'd rate the solution at an eight out of ten.
Customer service manager at a healthcare company with 1,001-5,000 employees
Real User
Dec 3, 2021
I rate Zendesk Guide an eight out of ten, but I would never give a ten out of ten anyway. It's a very good product for the price you pay. To those considering implementation, I would advise you to draw up your plan before you buy the solution.
To those considering implementing this solution, I would say Zendesk Guide could be suitable for your company if you're planning to leverage all its features: the ticketing, talking to customers, using the chatbot, etc. It makes more sense when you are using it as a comprehensive sellout product. If you are only using it for the knowledge base, it may not be the best product. I rate Zendesk Guide an eight out of ten. If I were rating it only as a knowledge base, I would rate it a seven and a half out of ten.
Project Manager/Product Owner at a tech services company with 11-50 employees
Real User
Dec 13, 2020
To be honest with you, I thought Zendesk was a very good product. I didn't understand why we were moving to something else when we weren't using all of the features. Usually you use everything and then you outgrow that solution and look for a new solution. But to me that wasn't the case. So the biggest lesson for me was all three products. This is not an apple to apple comparison. You have to know what your requirements are and the roadmap, which is what I mentioned, but I didn't feel that Zendesk fell short at all. I felt management was making a decision without knowing what the future roadmap looked like. Meaning, when I say, "What do you want for the future?", "I don't know, but we are thinking about the infrastructure component" and then they decided to go off and do ServiceNow. So I guess my lesson learned is to make sure your requirements and your future-state roadmap are all in alignment with your strategy. And I didn't feel that that was the case because I felt that they were making the decision without any ROI analysis to back it up. I'm being honest. That's how I felt. But I felt Zendesk didn't fall short. So what's the issue? And they just said, "We don't know how to do all of this stuff, and we already have an internal group that uses ServiceNow with the infrastructure components. So we're going to go with that product." I said, "it is going to cost a lot of money. They said they were okay with that. They thought that they could still bring down the cost based on their usage. And they went with it. On a scale of one to ten, I would give Zendesk Guide a seven. To make it a ten, they should offer some more teachers to compete with the other folks for Help Desk, and other components like asset management. That was another thing that Service Cloud does. It's totally different. I had a feature matrix that showed me those comparisons. There was something that Service Cloud does that makes them more integrated. There was an issue with integration between Salesforce and Zendesk, but the vendor said they fixed that issue and now the integration should work. So that was another concern about just integrating with the internal tool, making sure it's an easier API connector, making it easier to integrate with other tools.
Project Manager/Product Owner at a tech services company with 11-50 employees
Real User
Dec 10, 2020
We're using the Core Optimization package. We also have Zendesk Explore Professional, even though we're not really using it as well as the Zendesk Sunshine Lite. I'm not sure of the exact versions of the solution we're using. You really need to know how you are trying to service your customers to make a decision of whether or not to go with a particular solution. We were looking at three products. We were looking at ServiceNow, Zendesk, and also Service Cloud. You really need to know what are your requirements? What are your needs? And what your future roadmap? Those should have been the driving factors for making a decision. Zendesk is a very good product. I didn't understand why we were moving to something else when we weren't using all of the features. Usually, you use everything and then you outgrow that solution and you're looking for a new solution. To me, that wasn't the case. Overall, I would rate the solution seven out of ten. I would give it higher marks if they were offering some more features like asset management or if they were more integrated like Service Cloud.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
We are a customer and an end-user. I'd rate the solution at a six out of ten. It's good, however, it lacks a few features across different areas.
I'd advise those using Zendesk to make sure to connect Guide to analytics and to check what your customers are doing and improve the content according to their needs. This is the most important thing you can do. I'd rate the solution at an eight out of ten.
I rate Zendesk Guide an eight out of ten, but I would never give a ten out of ten anyway. It's a very good product for the price you pay. To those considering implementation, I would advise you to draw up your plan before you buy the solution.
To those considering implementing this solution, I would say Zendesk Guide could be suitable for your company if you're planning to leverage all its features: the ticketing, talking to customers, using the chatbot, etc. It makes more sense when you are using it as a comprehensive sellout product. If you are only using it for the knowledge base, it may not be the best product. I rate Zendesk Guide an eight out of ten. If I were rating it only as a knowledge base, I would rate it a seven and a half out of ten.
I would give it a seven out of 10.
To be honest with you, I thought Zendesk was a very good product. I didn't understand why we were moving to something else when we weren't using all of the features. Usually you use everything and then you outgrow that solution and look for a new solution. But to me that wasn't the case. So the biggest lesson for me was all three products. This is not an apple to apple comparison. You have to know what your requirements are and the roadmap, which is what I mentioned, but I didn't feel that Zendesk fell short at all. I felt management was making a decision without knowing what the future roadmap looked like. Meaning, when I say, "What do you want for the future?", "I don't know, but we are thinking about the infrastructure component" and then they decided to go off and do ServiceNow. So I guess my lesson learned is to make sure your requirements and your future-state roadmap are all in alignment with your strategy. And I didn't feel that that was the case because I felt that they were making the decision without any ROI analysis to back it up. I'm being honest. That's how I felt. But I felt Zendesk didn't fall short. So what's the issue? And they just said, "We don't know how to do all of this stuff, and we already have an internal group that uses ServiceNow with the infrastructure components. So we're going to go with that product." I said, "it is going to cost a lot of money. They said they were okay with that. They thought that they could still bring down the cost based on their usage. And they went with it. On a scale of one to ten, I would give Zendesk Guide a seven. To make it a ten, they should offer some more teachers to compete with the other folks for Help Desk, and other components like asset management. That was another thing that Service Cloud does. It's totally different. I had a feature matrix that showed me those comparisons. There was something that Service Cloud does that makes them more integrated. There was an issue with integration between Salesforce and Zendesk, but the vendor said they fixed that issue and now the integration should work. So that was another concern about just integrating with the internal tool, making sure it's an easier API connector, making it easier to integrate with other tools.
We're using the Core Optimization package. We also have Zendesk Explore Professional, even though we're not really using it as well as the Zendesk Sunshine Lite. I'm not sure of the exact versions of the solution we're using. You really need to know how you are trying to service your customers to make a decision of whether or not to go with a particular solution. We were looking at three products. We were looking at ServiceNow, Zendesk, and also Service Cloud. You really need to know what are your requirements? What are your needs? And what your future roadmap? Those should have been the driving factors for making a decision. Zendesk is a very good product. I didn't understand why we were moving to something else when we weren't using all of the features. Usually, you use everything and then you outgrow that solution and you're looking for a new solution. To me, that wasn't the case. Overall, I would rate the solution seven out of ten. I would give it higher marks if they were offering some more features like asset management or if they were more integrated like Service Cloud.