Customizing Zendesk Guide for Enhanced User Experience
Are you looking to enhance your Zendesk Guide experience and reduce the number of tickets coming into your system? Look no further than customizing your guide with special features. As a Zendesk consultant for the past eight years, I have worked on numerous guide customizations and am here to share some of the special features that can be achieved with the help of customization.
Table of Contents
- Introduction
- Default Theme
- Lotus Themes
- Skyscanner
- Moo
- Khan Academy
- Fleet Smith
- Fair Tick
- Withings
- Customized Navigation
- Popular Articles
- Contact Us Options
- User Guides and Videos
- Forum Customization
- Conclusion
Default Theme
If you're just starting with Zendesk Guide, I recommend using the default theme that comes with Zendesk, which is the Copenhagen theme. It's a great theme, especially for startups, and is mobile responsive with good navigation.
Lotus Themes
Lotus themes are another option if you don't want anything too spectacular to happen to your Zendesk Guide. They come with custom themes built out, which are considerably more cost-effective than customizing a theme with special features. They make your theme look nice with some special colors and icons, but there's not too much spectacular happening besides saving some money.
Skyscanner
Skyscanner is a great example of a customized guide with special features. They have a separate knowledge base for flights, hotels, and car hire, each with its own set of articles and categories. They also have a button to navigate users to the home page of their business, a special announcement section, and a unique search filter for hotels.
Moo
Moo is another example of a customized guide with special navigation features. They have a left-hand menu navigation, icon navigation, and popular articles section. They also have a special contact us form with options for live chat, WhatsApp, Facebook Messenger, and email.
Khan Academy
Khan Academy has a customized guide with a unique overlay or iframe that contains different sites. They also have dynamically populated popular topics beneath the search box and a special contact us form with options for live chat, WhatsApp, Facebook Messenger, and email.
Fleet Smith
Fleet Smith has a customized guide with a special mapping feature that automatically refreshes and gives users the correct form based on their selection. They also have a special contact us form with options for live chat, WhatsApp, Facebook Messenger, and email.
Fair Tick
Fair Tick has a customized guide with dynamically populated numbers of articles and trips used. They also have a special contact us form with options for live chat, WhatsApp, Facebook Messenger, and email.
Withings
Withings has a customized guide with a unique overlay or iframe that contains different sites. They also have a special contact us form with options for live chat, WhatsApp, Facebook Messenger, and email.
Customized Navigation
Customized navigation is a common feature in customized guides. Skyscanner has a special navigation feature for bookings, and Moo has a special icon navigation feature. Khan Academy has a special navigation feature for categories, and Withings has a special navigation feature for products.
Popular Articles
Dynamically populated popular articles are a great feature to have in your customized guide. Skyscanner and Khan Academy both have this feature, which is based on Google Analytics data.
Contact Us Options
Having multiple contact us options is a must-have in any customized guide. Live chat, WhatsApp, Facebook Messenger, and email are all great options to have. Fleet Smith and Fair Tick both have special contact us forms with these options.
User Guides and Videos
User guides and videos are a great way to enhance your customized guide. Moo has a special section for user guides and videos, and Withings has a special section for videos.
Forum Customization
Customizing your forum is another great way to enhance your customized guide. Withings has a special forum customization with a unique filter feature.
Conclusion
Customizing your Zendesk Guide with special features is a great way to enhance the user experience and reduce the number of tickets coming into your system. Skyscanner, Moo, Khan Academy, Fleet Smith, Fair Tick, and Withings are all great examples of customized guides with unique features. Consider implementing some of these features in your own customized guide to improve your customer service and save money.
👍 Pros:
- Enhanced user experience
- Reduced number of tickets
- Improved customer service
- Cost-effective
👎 Cons:
- Customization can be time-consuming
- Requires coding skills or hiring a consultant
Highlights
- Customizing your Zendesk Guide with special features can enhance the user experience and reduce the number of tickets coming into your system.
- Skyscanner, Moo, Khan Academy, Fleet Smith, Fair Tick, and Withings are all great examples of customized guides with unique features.
- Popular features include customized navigation, dynamically populated popular articles, and multiple contact us options.
- Customizing your forum is another great way to enhance your customized guide.
FAQ
Q: What is Zendesk Guide?
A: Zendesk Guide is a knowledge base software that allows businesses to create and manage a self-service support center for their customers.
Q: What are some popular features of customized Zendesk Guides?
A: Popular features include customized navigation, dynamically populated popular articles, and multiple contact us options.
Q: Do I need coding skills to customize my Zendesk Guide?
A: Customizing your Zendesk Guide does require some coding skills, but you can also hire a consultant to do it for you.
Q: Can customizing my Zendesk Guide save me money?
A: Yes, customizing your Zendesk Guide can save you money by reducing the number of tickets coming into your system and improving customer service.
Q: What are some examples of businesses with customized Zendesk Guides?
A: Skyscanner, Moo, Khan Academy, Fleet Smith, Fair Tick, and Withings are all great examples of businesses with customized Zendesk Guides.
