Zendesk launched enterprise content management platform

04.04.18

Zendesk announced a new enterprise content management product specifically geared for large customer service organizations. It’s called Guide Enterprise and it’s designed to provide those larger customer service organizations with a knowledge base and a content management platform for editorial planning and review. The idea is to empower customer service reps to write up solutions to problems they encounter and build up that knowledge base as part of the natural act of doing their jobs. The reps can find their fellow employees’ notes and not have to reinvent the wheel every time, and the notes and articles they write can pass through editorial review and become part of the permanent knowledge base. When customers hit the site or app, they can access solutions to common problems before having to talk to a human. The platform also includes reminders to check the content regularly so the knowledge base stays fresh and stale content is removed.

Zendesk alternatives are: Freshdesk, Desk.com, UserVoice, JIRA, ServiceNow, Kayako, Salesforce Service Cloud, Box, Zoho Desk