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


Zendesk Guide Customer Research

How long did it take you to setup your Guide?

Less than one day: 12%
1-2 days: 20%
3-4 days: 17%
5-6 days: 8%
More than a week: 43%

Zendesk Guide Customer Research

After implementing Guide, what percentage improvement did you see in the following areas?

Less than 25% 25-50% 50-75% Greater than 75%

Ticket Deflection
Customer satisfaction
Agent efficiency
Average handle time
Reduction in support costs

Zendesk Guide Customer Statistic

73% of customers agreed with the following statement:

“Getting started with Answer Bot was simple and allowed us the flexibility to set it up exactly how we needed it.”

Zendesk Guide Case Study

Night Garden Live

Introduction

This case study of Night Garden Live 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.”

Challenges

  • Wanted to resolve the following when they implemented Guide:
    • Long resolution times
    • Heavy agent workload

Use Case

  • Is using Guide in the following way:
    • As an employee help desk

Results

  • Setup Guide in 3-4 days.
  • 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: >75%
    • Improved agent efficiency: >75%
    • Improved their average handle time: 50-75%
    • Reduced support costs: 25-50%

Zendesk Guide Case Study

Spider Financial

Introduction

This case study of Spider Financial 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.”

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

“Guide enables us to organize the support knowledge base in a very intuitive way.”

Challenges

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

Use Case

  • Is using Guide in the following ways:
    • For customer self-service
    • As an agent knowledge base

Results

The surveyed company achieved the following results with Zendesk Guide:

  • Setup Guide in more than a week.
  • 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: 50-75%
    • Improved customer satisfaction: >75%
    • Improved agent efficiency: >75%
    • Improved their average handle time: >75%
    • Reduced support costs: >75%

Zendesk Guide Customer Satisfaction Rating

Miren, a Customer Experience Manager at ABA English, would be very likely to recommend Zendesk Guide for this reason:

Self-service is the key to customer satisfaction and the best way to make it as efficient and as effortless as possible for the customer.



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