Azure Analysis Services vs. Zendesk Explore

Microsoft Azure Analysis Services is best tool which is well suited for many type of scenarios. Like if the organization is dealing with a lot of critical data and need some better analysis and insights for that data then tool serves the best. It helps in depth analysis and getting the desired result which helps in making big decision for any organization. We can create role based access for sensitive data hence it is very helpful for security point of view. Helps in making the business more productive and taking decision based on facts. It is less appropriate for scenarios like where data amount is less and the solution is very costly and someone can get a cheaper solution. Also not suited for environment where user directory do not exist because without the help of user directory role could not be created hence proper utilization of this tool will not be possible.

Incentivized

Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports. In addition, if you know basic coding or SQL, you can create your own metrics and attributes to capture extremely specific elements such as the tickets that contain a certain word or etc.

Incentivized

• You can import data from various sources (i.e. Oracle, Azure SQL...)
• You can store data models
• You can elaborate data and create insights
• Perfect integration with Excel and Power BI

Incentivized

• As with most "suite" products, if you already use other Zendesk features (Chat, Talk, etc), then Zendesk Explore adds an extra facet to the customer experience. The more we know about our clientele, the better we can understand/anticipate their needs.
• I like that we can get as in-depth as we feel is necessary. For example, is just one customer having an issue? Or are many experiencing a similar problem? We can better rack this type of trend using Explore.
• Our team can dive deep into the data based on exactly what we're looking for. If the marketing team wants a certain kind of segment, we can give them that info. If we want to sort by date or another set of parameters, we can do that as well.

Incentivized

• Microsoft Azure Analysis Services is very costly solution and in that price we can get some better business intelligence tool with lot more of capabilities
• The dashboard or we can say user interface is complex and need time to understand and gain expertise in order for proper working.
• It needs continuation monitoring which is sometime a big task.
• Sometime, the tool shows unusual behavior and become unstable, so we need to clear temp files for proper functioning.

Incentivized

• More detailed pieces of training on where to find datasets/queries.
• Have demo reports to do live trainings; instead of watching videos.
• Have a key as to what all of the datasets mean.
• Have a pop-up that analyzes the data "looks like your csat dropped this week!" etc...

Incentivized

I rate Zendesk Explore 8 out of 10 for it's overall usability because it offers powerful reporting and analytics with an easy to navigate interface and intuitive dashboards. It helps improve customer satisfaction by providing valuable insights into ticket handling, agent performance and customer satisfaction. Though the complex query builder can be challenging for non technical users.

Incentivized

Zendesk Community is extremely useful for Zendesk Explore beginners. The live support provided by Zendesk will also help a lot. If you don't know anything you can ask live support right away. However, one drawback of Zendesk Community and Support is the creation of complex reports on Zendesk Explore. Zendesk Community and Support cannot really help you much if you are trying to build a complex report as they are not a complete expert on it as well.

Incentivized

We have used the IBM cloud which was truly a specific nightmare for our team. User experience, layout, and design is big for us as it understandably is with many people. Even if any type of program can technically do all that we need it to, we still found our team will not be as motivated or satisfied using it compared to something more visually appealing and smooth.

Incentivized

Zendesk Explore stands out against Freshchat and Freshdesk for it's deeper analytics capabilities and seamless integration with Zendesk ecosystem. While Freshdesk offers reporting, it lacks on the same level of granular insights and customization that Zendesk Explore provides. Compared to Freshchat which focuses more on live chat and conversational analytics Zendesk Explore excels in historical trend analysis and comprehensive dashboarding. We choose Zendesk Explore for it's robust reporting and drill down capabilities.

Incentivized

• Website analytics; We have realized so many benefits like traffic analysis, CRM, click-through funnels, and many more.
• Aas allows us to do complex calculations and aggregations at slight efforts. It accommodates DAX expression, which in return is simple to apply.

Incentivized

• Positive impact of around 5 hours/week in Dashboard building and visualization
• 10 hours from Product to review dashboards and find potential patterns
• Enabler to find opportunities based on agents´ occupancy rates