Zendesk Guide - Knowledge Base and Forms

Zendesk Guide is the self-service area of Zendesk. Using frequently asked questions (FAQs), customers can answer simple questions themselves without having to contact customer support. This makes it all the more important to structure articles within Zendesk Guide in a useful way by integrating categories, sections and subsections.

For a uniform brand presence, Zendesk Guide can be adapted to your own requirements using custom themes. We are happy to implement the design and integration, just like the extension of additional functions.

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Respond Flexibly to Challenges with Zendesk Knowledge Base

You are probably familiar with these challenges: You keep getting the same recurring questions from customers that could actually be answered quite easily by a knowledge base. You want to increase your customer satisfaction and user loyalty, but you don’t know exactly how to offer your customers a personalized and contextualized support experience.

But don’t worry, we’re here to help! With the support of Leafworks, the leading Zendesk Premier Partner in the DACH region, we will tackle your customer service challenges together and overcome them with the help of Zendesk Guide.

Let’s take a closer look at your individual customer service challenges and how Zendesk Guide can help you:

Zendesk Guide

Recurring Questions

Tired of answering the same questions over and over again? Zendesk Guide allows your customers to access an extensive knowledge base in a single session, where they can quickly and easily find the advice and answers they are looking for. As a migration service, we are happy to help you set up this knowledge center and fully customize it according to your needs.

Rising Costs and Decreasing Efficiency

Support costs play an important role in your business and you would like to reduce them? Zendesk Guide enables your customers to answer their questions themselves, leading to a reduction in tickets and a higher first-contact resolution. This allows your support staff, agents and administrators to focus on the more complex customer queries and service cases and work more efficiently.

Stagnating Customer Satisfaction and User Loyalty

Would you like to provide your customers with a personalized and contextualized self-service experience to make them feel valued? With Zendesk Guide, you can create customized content for all customers, providing them with an individual solution and a first-class user experience. Our experts can help you deliver this personalized experience.

Complicated Management of Multiple Brands and Products

Do you have multiple brands or products and want to create a consistent or customized knowledge base for each brand or product? Zendesk Guide gives you the flexibility to either create a consistent knowledge base for all brands or customize specific databases and sections for each brand. Leafworks will assist you with the integration to smoothly implement and manage this structuring.

Integration with Other Channels

Do you want to build seamless communication with your customers by integrating your knowledge base with other channels like chat, email or phone? With Zendesk Guide and the support of Leafworks, you can ensure that your customers can access the information they need anywhere, anytime using session codes. A seamless look and feel and good communication means a satisfying customer experience.

Optimize your Customer Service with Leafworks

Let’s work together on revamping your customer service! Contact us today for a free discovery session and discover how Zendesk Guide and Leafworks can help you increase your efficiency and provide your customers with a world-class knowledge center.

Zendesk Guide

The Self-Service Portal for Satisfied Customers and Relief in Customer Service

Self-service areas such as Zendesk Guide offer a decisive advantage when responding to customer inquiries. Simple queries can be resolved directly in Self Service and more complex queries can be handled in a much more structured way.

In addition, the “knowledge” within the knowledge database can be used where it is needed.

Public Content

Articles that are marked as public can be viewed by anyone. If required, the complete knowledge database can also be controlled on a role basis (login required).

Internal Knowledge

Internal knowledge is content that can only be viewed by Zendesk users. Tips & tricks for processing customer cases are thus optimally placed and are available to the team at all times.

Es ist immer ein Vergnügen, mit Leafworks als Kunde zusammenzuarbeiten. Direkter und einfacher Kontakt, schnelle Reaktion und das Zeug funktioniert einfach so, wie es soll!

Intelligent Contact Forms

In Zendesk Guide you can easily create intelligent contact forms.

Forms are set up directly in the Zendesk administration area. Fields can be added to forms simply by drag & drop. There is also the option of using “conditional fields”. Here you also have the option of making fields dependent on each other and defining them as mandatory fields if required.

Zendesk Guide contact forms

Zendesk Guide - Structure

To ensure that your Zendesk knowledge base works well for both visitors and employees  and remains manageable in terms of administration, it is essential to set up and structure the articles in Zendesk Guide properly. We will be happy to help you set up a clean structure and explain what you need to bear in mind.

Zendesk Guide Category Section Article

Turn Your Zendesk Guide into a Great Customer Experience

We customize your Zendesk Guide to your CI/CD to ensure a consistent brand image.

Experience the Zendesk Knowledge Base

Would you like to know how self-service or knowledge databases can help you process customer inquiries?

Let’s talk without obligation – we will be happy to show you Zendesk Guide live in color and inform you about the flexible Zendesk Guide pricing information and Zendesk Guide Enterprise solutions. Even if you are already using Zendesk, we are ready to get the most out of your solution. We look forward to getting to know you.

Zendesk Guide for Individual Customer Service Challenges

Companies often shy away from a knowledge solution like the Zendesk knowledge base because they assume that it is expensive and complicated to set up. So let's dispel a few preconceptions:

A Help Desk Solution Is Too Expensive and Not Profitable

With Zendesk Guide and our professional support, you get a customized solution in the areas of 'help and knowledge' at a competitive price and can reduce your support costs in the long term. Contact us now for the best Zendesk Guide pricing information.

Zendesk Guide Too Complex and Hard to Implement

As an experienced Zendesk Premier Partner, we make it easy for you to get started and guide you through the entire process. We make sure that the implementation and setup of Zendesk runs smoothly and that your support teams and agents can focus on what they do best as quickly as possible - providing great support.

A Helpdesk Solution Makes No Difference for Customers

Quite the opposite! A solution like Zendesk Guide allows you to better understand your customers and provide them with a first-class self-help experience when they need service. This leads to faster response times, happy customers and long-term relationships.

Would you like to take advantage of these benefits and features? Contact Leafworks today for a free trial and discover how you can set up an efficient and easy-to-use self-service solution for your business with Zendesk Guide.

Some of Our Customers

We serve a variety of customers (300+) in the customer service environment.
Our customers include startups with 3 agents to large organizations operating in 30 countries with 999+ employees.

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“With the help of Leafworks, we managed to complete a mammoth project without a negative impact on users and customers. On the contrary – we were able to standardize customer satisfaction across the entire Staffbase group at a high level and can now offer efficient multi-product support.”

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“The cooperation with Leafworks was very pleasant and professional. The transition to a new support system was a big step for us. Leafworks understood our needs very well, communicated opportunities and obstacles clearly, and provided us with excellent advice during the transformation process.”

“The collaboration with Zendesk and Leafworks was characterized by utmost professionalism and reliability from start to finish! […] We were able to start 2 months after the go-live decision and had hardly any teething problems, which is amazing for such a big project.”

Other Customers

We’re here to help!

Many customer support team issues are resolved via integration & automation, allowing more time to spend on customer relationship management rather than focusing on managing software.

Zendesk Support enhancements are a great way for businesses to provide the best customer experience through automation. Leafworks is one of the leading experts in Zendesk, having built integrations that automate things like updating tickets with CRM software such as Salesforce Service Cloud and reducing redundant data entry.

We’ve built Zendesk solutions for companies both big and small, so we know what businesses are looking for when they choose to enhance their systems. If you’d like to talk about customer service consulting or anything at all to do with Zendesk, contact us and we’ll be happy to help. Zendesk provides a comprehensive customer support solution that is completely adaptable to your present and future requirements. 

By utilizing Zendesk’s flexible API, we can optimise your customers’ experience and give your employees the tools they need to provide outstanding customer service. Our customer service consulting and software solutions are flexible and scalable, so you can choose exactly how much or little of our help you want. Let’s discuss how we can use Zendesk to make your customers’ support experience better.

Robert Cwicinski

Robert Cwicinski

CRM Expert

FAQ Zendesk Guide

Zendesk Guide is a knowledge center – an app or software from Zendesk that allows customers to easily find answers to frequently asked questions. With a user-friendly interface and a well-structured knowledge base with numerous references and functions, Zendesk Guide offers a comprehensive solution for every support center.

Zendesk Guide allows support teams and administrators to organize information into subsections and categories to create a knowledge base and improve the user experience. Customers can search for relevant articles using the search function or category navigation to find the answers they need. Quickly and easily.

Zendesk Guide offers seamless integration with other tools such as TeamViewer, OMKB or Zoho to provide support agents with more efficient solutions. Companies can customize their look and feel to ensure a consistent brand presence and improve the user experience. Benefit from a unified help center with quick support and transparent Zendesk Guide pricing information.

Zendesk Guide can be easily integrated into existing support processes. With features such as data migration, user interface customization, licenses and session codes, companies can set up the self-service center to meet their specific needs and provide a seamless customer experience.

Leafworks Blog

We use Zendesk to implement projects in the customer service environment. We take over the complete customization to the internal CI/CD, automations within Zendesk up to custom apps and integrations into your backend systems. Let’s talk about how we can improve your CX.
Contact us.

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