Incorta vs. Zendesk Explore

The best aspect of Incorta is the ability to retain fidelity to raw data sources. Incorta does not require an ETL process or pre-aggregation to get results. Another great feature is the Business Schema. The ability to present data in localized business language is key to citizen development. The solution is a complete platform from ingestion to presentation. There is no need for additional products to provide high-performing dashboards. It is worth repeating that no ETL is required. If you need high-speed ingestion and presentation of millions of rows of data while retaining access to the raw data, Incorta is the right platform.

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

• Speed - ingestion and delivery of data
• Customization
• Support
• Training

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

• Broader use of formula columns in insights
• Formula enhancements to all commenting
• Greater formatting of Insights

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

There are improvements to the formula area that would make this rating go higher. Formatting is also in need of enhancement.

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

I have interacted with support on many occasions. They are professional and knowledgeable and have solved every issue and asked every question or directed me to the appropriate resource who can.

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

Each of the other solutions required an ETL to prepare data for ingestion and presentation. Our requirements were for no ELT. Attempting to use raw data sources with both of the other solutions did not provide the performance required (or in the case of Tableau, never finished.) Incorta provides the capability to utilize citizen developers. The other solutions required technical skills beyond the average citizen developer.

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

• Visibility to daily operations and pacing
• Visibility on daily ACH return facilitating action per client
• Client reporting accepted very well

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