#1 most frequent
United States of America
68.8%154 installations of 224
What is Zendesk Explore?
Zendesk offers Explore, a business intelligence and customer analytics tool which integrates with the Zendesk suite featuring ticket analytics, custom fields, dashboards, and other features. Zendesk is migrating customers of the BIME analytics product, which is approaching end of support, to Zendesk Explore in 2019.
Categories & Use Cases
Top Performing Features
Customizable dashboards
Customizable dashboards are dashboards providing the builder some degree of control over the look and feel and display options.
Category average: 8.6
Report sharing and collaboration
Report sharing and collaboration is the ability to easily share reports with others.
Category average: 8.6
Single Sign-On (SSO)
Allows users to use one set of login credentials to access multiple applications
Category average: 8.5
Areas for Improvement
iFrames
An iFrame is an HTML document embedded inside another HTML document on a website
Category average: 8.1
REST API
REST is an architecture style for designing networked applications
Category average: 8.1
Integration with R or other statistical packages
Integration with the open-source R predictive modeling environment.
Category average: 7.9
Who Buys & Uses Zendesk Explore
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
7.6%17 installations of 224
#3 most frequent
Brazil
4.9%11 installations of 224
Zendesk Explore review Granular insights but not real time
Use Cases and Deployment Scope
We use Zendesk Explore to analyze daily operations and customer feedback. Zendesk Explore helps us gain granular insights into key metrics. It helps us track agent performance, ticket resolution, and response time as well as customer feedback trends. One critical use case is how long tickets remain assigned to different teams before get reassigned which ensures efficiency in ticket handling. The scope includes dashboards and reports for various teams helping optimize workflows and improve customer support quality.
Pros
- It allows reporting based on ticket tags and other attributes
- Adding custom metrics and attributes is relatively easy comparing to other workflow management tools.
- Drill down capabilities allow users to analyze trends in a granular level.
- Dashboard customization allows to create tailored visualizations for specific teams.
Cons
- Zendesk Explore can improve in updating dashboards in a faster manner. Sometimes it takes longer than an hour for dashboards to be updated.
- Real time reporting limitation, I feel Zendesk Explore should have a more advanced real time reporting so that businesses can make decisions on time for time sensitive issues.
- Lack of cross dataset reporting is also limited, User should be able to create reports and dashboards from different dataset within Zendesk Explore for more comprehensive analysis.
Return on Investment
- By providing insights on ticket resolution time and agent performance it has helped us reduce overall ticket handling time by 20%
- The capability to create views helped teams and team leaders monitor and assign workload seamlessly
- Still the lack of real time reporting has occasionally delayed on urgent decision making.
Usability
Alternatives Considered
Freshchat and Freshdesk
Other Software Used
Aspire AWS Cloud Services and Solutions, Slack, HiBob
Zendesk Explore: a simple way of getting your metrics but not the most advanced tool
Use Cases and Deployment Scope
We use Zendesk Explore to get daily, weekly, and monthly transparency on our metrics. [...] operates in 8 countries, and takes care of 3 main stakeholders (clients, customers, and admins). Additionally, we have L1 and L2 tickets, based on complexity. This puts in the need of having multiple groups and metrics that we need to track regularly.The main users of Zendesk Explore would be our managers and supervisors, but also some PMs from the Product team would look at the variable from time to time to find patterns and improvements on our products.Finally, we have volume Dashboards, performance dashboards, and contact reasons dashboards. That is per stakeholder and country.
Pros
- Provides a platform to create metric dashboards
- Gives visibility to all teammembers regardless of their seniority
- Navigation: it is very easy to filter fields and dates to check specifically what´s needed
- Provides a way to download and share information with different members of the organization
- Allows to compartimentize the information according to business needs
Cons
- Flexibility: the platform is somewhat limited for the creation of "non-standard" metrics
- It is complicated to create dashboards with no previous Zendesk Explore knowledge
- The reliability of Zendesk Explore has not been great: we had at least 5 situations when the dashboard was not showing data and had to approach Customer service for support
Return on Investment
- 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
Alternatives Considered
Looker Studio, Microsoft Power BI and Tableau Desktop
Other Software Used
Microsoft Power BI, Looker Studio, Tableau Desktop
Easy to Use Program!
Pros
- Built-in reporting.
- Helps us analyze data without coding knowledge.
- Has prebuilt datasets and queries we can pull from.
- Customizable reporting.
Cons
- 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...
Return on Investment
- Consistently provide reporting to our Client Experience Team and help improve our NPS and CSAT scores.
- Adding on new team members that we will be able to successfully provide solid #'s to their feedback and improvement within our team.
- With how successful Explore has been we see how an expansion into a Contact Center setting can be with all the proper reporting.
Usability
Zendesk Explore- The Time & Money Saver
Use Cases and Deployment Scope
I use Zendesk Explore to pull data from our support team's chats, calls, and emails. With this data, I am able to identify which departments saw an uptick in tickets and from there we are able to identify what happened and plan for proper staffing if the issue seems like something that would reoccur.
Pros
- Provides Data all in one place
- Saves time versus tracking down info myself
- Helps set progress and annual metrics for employees
Cons
- I don't have any suggestions. Right now- Zendesk Explore is doing everything I need it to do!
Return on Investment
- Money saved due to proper staffing.
- Happier Staff- proper staffing ensures no one is overworked.
- Ability to quickly pinpoint where issues are and why.
Other Software Used
Kajabi, Exigo, Microsoft Power BI
Zendesk Explore Genuine User Review
Use Cases and Deployment Scope
This is very user friendly, easy to use completely. The software has helped us to improve our SLA since it has proper features of keeping reminders for multiple users in case a single user is busy. Also, the reports can be easily extracted for groups and individual performances. The features like internal reply and public reply helps the next available person to take over the case properly since there is no limit for internal notes or public reply to the customer.
Pros
- Reminders for Multiple users
- Internal notes and Public Reply
- Absolutely User Friendly
Cons
- Attachment option Icon to be a little bigger
- Preview to be available after attachment or video or Audio
Return on Investment
- It helps us Into bring clarity on the amount of Sales
- Helps to send an auto report asking for the interest
- Detailed report version
Alternatives Considered
Formstack for Salesforce
Other Software Used
Salesforce CMS, Talkdesk, Darwinbox