TechValidate Research on Zendesk Guide

These pages present data that TechValidate has sourced via direct research with verified customers and users of Zendesk Guide. TechValidate stands behind the authenticity of all published data. Learn more »



2,616 Customers Surveyed

18,064 Data Points Collected

65 Published TechFacts

6 Published Charts

39 Published Case Studies



Selected Research Highlights


Answer Bot Customer Statistic

84% of surveyed customers implemented Answer Bot in order to empower their customers to self-serve wherever possible

84%

Zendesk Guide Case Study

Cyara Solutions

Introduction

This case study of Cyara Solutions is based on a March 2017 survey of Zendesk Guide customers by TechValidate, a 3rd-party research service.

“Knowledge base is the most powerful feature we use in Zendesk Guide.”

“I was trying to set up an app when I was new to Zendesk. Guide guided me correctly which saved money and we are able to meet SLAs.”

Challenges

  • Wanted to resolve the following when they implemented Guide:
    • The lack of in-context support (mobile app, widget on website)

Use Case

  • Is using Guide in the following ways:
    • As an employee help desk
    • As an agent knowledge base

Results

The surveyed company achieved the following results with Zendesk Guide:

  • Setup Guide in less than one day.
  • Has had productive agents spending time only where it’s truly needed as a result of implementing Guide.
  • Has seen improvement in the following areas after implementing Guide:
    • Improved ticket deflection: <25%
    • Improved customer satisfaction: 50-75%
    • Improved agent efficiency: 50-75%
    • Improved their average handle time: >75%
    • Reduced support costs: 50-75%

Zendesk Guide Customer Research

What do you believe has been the best result of implementing Guide?

Empowered customers who can find answers on their own
36%
Productive agents spending time only where it’s truly needed
27%
Easy and convenient content management
18%
Customized Guide that fits our brand
17%
Insights into which content performs the best
2%

Zendesk Guide Customer Statistic

82% of customers agreed with the following statement:

“Zendesk Guide allows you to setup a knowledge base very quickly and easily.”

82%

Zendesk Guide Case Study

Forever New

Introduction

This case study of Forever New is based on a March 2017 survey of Zendesk Guide customers by TechValidate, a 3rd-party research service.

“Guide enables our agents to focus their time where it’s truly needed, increasing agent productivity.”

“Guide empowers our customers to self-serve and quickly find answers, increasing customer satisfaction.”

Challenges

  • Wanted to resolve the following when they implemented Guide:
    • High support costs
    • Long resolution times

Use Case

  • Is using Guide in the following way:
    • For customer self-service

Results

  • Set up Guide in 3-4 days.
  • Has had empowered customers who can find answers on their own as a result of implementing Guide.
  • Has seen improvement in the following areas after implementing Guide:
    • Improved ticket deflection: 25-50%
    • Improved customer satisfaction: 50-75%
    • Improved agent efficiency: 50-75%
    • Improved their average handle time: 25-50%
    • Reduced support costs: 50-75%

Zendesk Guide Customer Research

What challenges were you looking to resolve when you implemented Guide?

Lack of self-service option
52%
Heavy agent workload
47%
Long resolution times
32%
High support costs
19%
Lack of in-context support (mobile app, widget on website)
16%


More to Explore



About Zendesk Guide

Zendesk makes it easy to deliver seamless self-service experiences and reduce support requests with the fully customizable Guide, a knowledge base, online community, and self-service portal–all-in-one.

Zendesk Guide Website   Zendesk Website