GoodData vs. Zendesk Explore

If you have consistently formatted data, that you want regular reports on, plus flexibility to let end users build their own reports, GoodData is perfect. Especially if your end users are less technical. If you want to be able to embed your reporting into your app, GoodData excels, though the start up process can be involved. If your data structure varies, it could be more challenging to integrate. It may also not be worth the integration if you have people who can already run their own SQL queries.

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

• GoodData helps in simplifying complex data into easy-to-understand visuals. We can create personalized dashboards & tailor them as per requirements. This data can be used from an executive level employee to a team lead employee in the business
• GoodData is a very user friendly platform. The collaborative features simplify sharing and discussing reports among team members which promotes a culture of data-driven decision-making.
• GoodData connects with various data sources and consolidate information from multiple platforms. This flexibility proves invaluable for businesses dealing with data spread across different systems as they can access large amount of data on a single platform.

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

• would be nice to be able to add the same filter to a multi-tab dashboard once instead of having to do it for each tab; tedious and time consuming
• Variable use is kind of clunky and would like to be able to hide/show easier
• The newer insight based dashboard method does not have the flexibility classic does

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

Each client I have worked with and spoken too has renewed their GoodData subscription. I know of not one to date that has cancelled. The GoodData platform has a very high rate of renewal from the discussions I have had with their internal teams as well

GoodData provided us with strong overall usability and provided us a platform for various business analytics. Its user-friendly and insightful reports and also the dashboards. Me and my team really appreciate the platform's ability to streamline decision-making processes. However, there is a learning curve during initial setup as I mentioned before. Continuous improvements in the onboarding could further enhance GoodData's usability as well.

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

We are approximately one month since go-live. There has been one short outage.

Performance on refreshing metrics works well.

The fast and comprehensive responses we got from GoodData regarding the doubts we had experienced while starting to use the products and metrics were of great help in ensuring the metrics we were obtaining were accurate to what we wanted to know about our customers' experience and our product areas of opportunity.

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

Petr was a rock star - patient, knowledgeable, clear and easy to work with.

GoodData implementation team was professional and courteous

Thorough, professional and on time.

GoodData comparing to other platform is very easy to use, customer support and on-boarding support. Set of features, speed of integration in our platform. Also great benefit for us was very competetive pricing.

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

• I personally pushed our management to get GoodData implemented, and there on we have been making much more profits than we ever did!
• Last month we made a decision using the platform and withing a short span of time our ROI gets 7X.
• We also made a marketing spend of $100,000 every quater using the insights and metrics, and we are really happy with the returs.

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