Yellowfin vs. Zendesk Explore

We can recommend this software without hesitation, as it has the ability to generate reports and data analysis, as well as process the data automatically, which saves time. It is ideal for small and medium-sized companies that wish to improve their services in the business world

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

• The Yellowfin user interface fits seamlessly into our own web software as it too is designed in the latest web technologies making it easy to use and easily accessible to our client base.
• The Yellowfin user interface is intuitive and easy to use, elevating VSV clients from needing in-depth training on the product before true value can be realised.
• The Yellowfin architecture supports the Pintl architecture 100% due to a similar design strategy and as such no real overhead is added to the Pintl system for the addition of the Yellowfin product nor does it add any additional IT overhead to be used.
• The Yellowfin product is quick and simple to develop reports and dashboards in cutting turn-around-time at the VSV development team and when new/custom reports are required by VSV clients.

• 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

• The ability to predefine a colour for a specific graph as a selection option dynamically.
• The ability to customise the label of a chart, especially with respect to performance related reporting graphs we need an increase in dynamic charting options to meet our more specialised requirements.

• 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

Yellowfin has large promises that did not meet our expectations after we got it installed. We tried to configure it but things did not go as planned. After 1 year of trying - we still cannot get it working. Be very careful when signing up with them - everything is not what it seems.

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

99.9% availability

Anytime I needed a report, I ran into issues with this software. We used Yellowfin for a period of months, having switched from Salesforce. I found the reports were difficult to produce, and the data management was okay at best.

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

Yellowfin provides 3 levels of training to support consumers, business analytics, developers and Administrations :

1. Yellowfin BI Training - Level 1 (Exploration)
2. Yellowfin BI Training - Level 2 (Advanced)
3. Yellowfin BI Training - Level 3(Expert)

Web-based training for large audiences for Level 1 and Level 2 I would suggest

Design the data model and views for each dashboard is very important and it is the success factor Configuration of cluster for large implementation

Yellowfin is no doubt, a stronger, more eloquent and polished tool compared to Microsoft's Power BI. The issue with our company specifically is that we are a big Microsoft shop, and pay for Power BI more or less in our bundle esp w/ O365. While the Yellowfin tool is a more sleek tool, the cost to our company is something that we have to weight against a negligible cost with Power BI.

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

- Tested 500 con-current users in Linux platform with 4 cores systems - Tested with cloud based VM - Tested with 1000 reads per minutes

• made our org more data centric
• Decisions are made based on data vs opinion
• has created a single source of truth for the bulk of the organization

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