📚 Table of Contents
1. Introduction
2. What is Zendesk Guide?
3. User Experience
4. Creating Content
5. Organizing Content
6. Customizing Themes
7. Permissions and Settings
8. Pros and Cons
9. Highlights
10. FAQ
Introduction
In today's digital age, providing excellent customer service is essential for any business. One way to do this is by having a help center website where customers can find answers to their questions without having to contact support. Zendesk Guide is a popular platform that allows businesses to create a help center and provide valuable information to their customers. In this article, we will explore the features of Zendesk Guide and how it can benefit your business.
What is Zendesk Guide?
Zendesk Guide is a help center platform that allows businesses to create a website where customers can find answers to their questions. It is a paid service that offers various plans depending on the size of your business and the features you need. With Zendesk Guide, you can create articles, organize them into categories and sections, and customize the look and feel of your help center.
User Experience
When a customer visits your help center website, they will see your domain followed by "/hc" (help center). They can choose their language and see some basic information, such as your logo and banner. They can search for articles and see categories and sections. They can also open a ticket or sign in to keep track of their tickets. The user experience is straightforward and easy to navigate.
Creating Content
The most important aspect of Zendesk Guide is creating content. You can create articles using a WYSIWYG editor and add images, links, and basic code. You can also specify who can manage the articles and who can see them. You can make them visible to everyone, require customers to sign in, or create a help center only for your internal employees. Once you create an article, you have to assign it to a section, which we will discuss in the next section.
Organizing Content
Organizing your content is crucial for a good user experience. Zendesk Guide allows you to organize your articles into categories and sections. Categories are the highest level of organization, and sections are subparts of categories. You can create subsections if you have a higher plan. You can also promote articles to the top of your homepage or section. Organizing your content makes it easier for customers to find what they are looking for.
Customizing Themes
Customizing the look and feel of your help center is essential for branding purposes. Zendesk Guide allows you to customize themes by changing colors, fonts, banners, and more. You can also purchase themes from the marketplace or create your own if you have a developer. Customizing your theme makes your help center more professional and appealing to customers.
Permissions and Settings
Zendesk Guide offers various permissions and settings to control who can see your content and how it is displayed. You can allow customers to vote on articles, moderate comments, and require login. You can also track your website visits on Google Analytics and change your domain. Permissions and settings give you more control over your help center.
Pros and Cons
Pros:
- Easy to use and navigate
- Customizable themes
- Organized content
- Reduces the number of support tickets
- Provides valuable information to customers
Cons:
- Paid service
- Limited language options
- Limited customization options for lower plans
Highlights
- Zendesk Guide is a help center platform that allows businesses to create a website where customers can find answers to their questions.
- Creating content is the most important aspect of Zendesk Guide, and you can assign articles to categories and sections.
- Customizing themes is essential for branding purposes, and Zendesk Guide allows you to customize themes or purchase them from the marketplace.
- Zendesk Guide offers various permissions and settings to control who can see your content and how it is displayed.
- Pros of Zendesk Guide include easy navigation, organized content, and valuable information for customers.
FAQ
Q: Is Zendesk Guide a free service?
A: No, Zendesk Guide is a paid service that offers various plans depending on the size of your business and the features you need.
Q: Can I create a help center only for my internal employees?
A: Yes, you can create a help center only for your internal employees using Zendesk Guide.
Q: Can I customize the look and feel of my help center?
A: Yes, you can customize the look and feel of your help center by changing colors, fonts, banners, and more.
Q: Does Zendesk Guide offer multiple language options?
A: Yes, Zendesk Guide offers multiple language options depending on your plan.
Q: Can customers vote on articles?
A: Yes, you can allow customers to vote on articles using Zendesk Guide.
