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 »



2,610 Customers Surveyed

18,028 Data Points Collected

61 Published TechFacts

5 Published Charts

39 Published Case Studies



Selected Research Highlights


Zendesk Guide Case Study

Carsales

Introduction

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

“Zendesk Guide helps us get more targeted insights which help us find ways to continue to reduce calls and tailor the content to the customers needs.”

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

  • 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: <25%
    • Improved agent efficiency: 25-50%
    • Improved their average handle time: <25%
    • Reduced support costs: 25-50%

Zendesk Guide Customer Statistic

85% of surveyed customers improved agent efficiency by 50-75% or more after implementing Guide.

85%

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 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

Front Desk

Introduction

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

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

“With Guide we can now efficiently manage escalated tickets to JIRA where our developers manage their workload.”

Challenges

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

Use Case

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

Results

The surveyed company achieved the following results with Zendesk Guide:

  • Set up Guide in 1-2 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: 25-50%
    • Improved customer satisfaction: >75%
    • Improved agent efficiency: >75%
    • Improved their average handle time: 50-75%
    • Reduced support costs: 50-75%

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


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