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

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 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 Case Study

Muscogee County School District

Introduction

This case study of Muscogee County School District 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.”

“We value you the autocomplete search feature and theme customization features in Guide.”

“With Guide, we have self-service and are able to deflect issues before end users submit tickets.”

Challenges

  • Wanted to resolve the following when they implemented Guide:
    • Heavy agent workload
    • The lack of a self-service option

Use Case

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

Results

The surveyed organization achieved the following results with Zendesk Guide:

  • Setup Guide in less than one day.
  • 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: 50-75%
    • Improved their average handle time: 50-75%
    • Reduced support costs: 50-75%

Zendesk Guide Customer Satisfaction Rating

A Customer Support Manager at a medium enterprise computer software company would be very likely to recommend Zendesk Guide for this reason:

I find Zendesk pretty easy to use, and the functionality and flexibility enabled us to operate my company’s Customer Experience team while also helping the team to scale.

Zendesk GuideCase Study

Nature’s One

Introduction

This case study of Nature’s One 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.”

“The ease of adding and categorizing info are valuable features we use in Zendesk Guide.”

“With Guide we now have a one stop place for all our internal and external content.”

Challenges

  • Wanted to resolve the following when they implemented Guide:
    • We were doing everything manually so no self-help option, no automation, no real numbers on tickets or resolution times or customer sat

Use Case

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

Results

The surveyed company achieved the following results with Zendesk Guide:

  • Setup Guide in 1-2 days.
  • Has had a customized Guide that fits their brand as a result of implementing Guide.
  • Has seen improvement in the following areas after implementing Guide:
    • Improve ticket deflection: <25%
    • Improve customer satisfaction: 25-50%
    • Improve agent efficiency: 25-50%
    • Improve the average handle time: <25%
    • Reduce support costs: 25-50%

Zendesk Guide Enterprise Customer Statistic

82% of surveyed customers Zendesk Guide Enterprise customers agree that upgrading has advanced their organization’s self-service capabilities, leading to increased customer satisfaction and increased agent productivity.

82%


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