Looker vs. Zendesk Explore

When you need to create a centralised dashboard for multiple stakeholders that blends cross-channel reporting. As an SEO agency reporting for clients - Looker is a great solution. It's less appropriate depending on the intended users. For instance, in my experience Looker reports have been under-utilised because they're not accessed regularly, provide too much noise or often simple PDF reports are preferred

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

• It is very easy to start a new dashboard and configure what you want to display by just selecting/dragging from the list of available columns.
• It is intuitive, mainly if you use other Google services like Google Sheets.
• The look and feel is modern and nice.
• It it very useful to have an immediate visual overview of the data in a spreadsheet.

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

• I wish I could get more granular in the Google ad data, such as down to the campaign type, instead of having to see only all campaigns.
• The setup can be time-consuming if you're not using the product regularly.
• Editing the dashboard requires a few logins; I wish it was more seamless.

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

We are very haooy with Looker, it provides us with all the funciomalities we need for both the day to day oerformance tracking and longer periods reporting. It is easy to use for account managers, configurable and customizable for soecialists and what is most imoortant, our clinets generally really love it

Incentivized

Looker is relatively easy to use, even as it is set up. The customers for the front-end only have issues with the initial setup for looker ml creations. Other "looks" are relatively easy to set up, depending on the ETL and the data which is coming into Looker on a regular basis.

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

No objections

Incentivized

Somehow resources heavy, both on server and client. I recommned at least 50Mbs data rate and high performance desktop comouter to be abke to run comolex tasks and configure larger amount of data. On the other hand, the client does not need to worry when viewing, the performance is usually ok

Incentivized

Never had to work with support for issues. Any questions we had, they would respond promptly and clearly. The one-time setup was easy, by reading documentation. If the feature is not supported, they will add a feature request. In this case, LDAP support was requested over OKTA. They are looking into it.

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

Very satisfied, easy to implement

Incentivized

In my opinion, Looker is no Power BI. It is good, but I think Power BI is amazing. That said, in my experience, Power BI is nowhere near as easy to setup and report on Google services as Looker is. We plan to continue using Power BI for c-suite and corporate reporting, especially for internal databases, but will gladly use Looker for our marketing information for AdWords, Analytics, Search Console, and YouTube.

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

• Other than some people not liking the numbers, I don't see any negative impacts; we haven't experienced that.
• The reports help us unravel the story of our users and how they are sifting through our pages.
• Our clients enjoy seeing the numbers to understand better what stands out on their sites.
• The reports have helped us see what campaigns are working and where we need to tweak things.
• The reports have enabled us to have better conversations with stakeholders about how their web pages should be modified, edited, etc., to reflect the data.

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