Composable DataOps Platform vs. Zendesk Explore

They need to better identify what their product excels at. I'm continually trying to think of new ideas to run through Composable Analytics. They need to better Identify what this product shines at and market themselves to that subset of an industry

Zendesk Explore is well suited for tracking ticket flow, agent performance, and customer satisfaction providing valuable insights into response and resolution time, workload and support quality. Particularly useful for monitoring ticket handling for different teams. Helps ensure accountability by tracking how long tickets remain assigned before being reassigned to another group. Drill down capability helps identify support bottlenecks. However, it is less appropriate for real time monitoring as it lacks real time data updates making it unsuitable for instant decision making.

Incentivized

• Flexible Dataflow Application
• Easy to source data and then compose to create actionable items for supporting decision
• Allowed to do different analysis
• Extremely powerful tool to digest information to produce insight from the data

• Zendesk Explore is easy to use.
• Zendesk Explore allows users to create custom metrics.
• Zendesk Explore allows users to create custom attributes.
• Zendesk Explore is easy to learn.
• Compared to other analytics function of other Ticket Management System, Zendesk Explore is probably the best as of now.

Incentivized

• I can not really comment because I do not have a complete fluency with the product as of now.
• Recreating the wheel on some uses but i guess that may be user error.

• Some aspects of Zendesk, in general, are not super intuitive. The same goes for Zendesk Explore. And, while you can google answers and hope you find something helpful, there isn't a great way to learn to get the full potential out of the product unless you want to pay for someone from your team to take a class (which costs several hundred dollars).
• To piggyback off the last point, if you would prefer to get help from a Zendesk expert, you'll find that there is almost no customer support available to you. For a company that aims to help other companies help their customers, this has always struck me as odd. Again, Google is your friend and beyond that, you're mostly out of luck.

Incentivized

This is an extremely productive tool.

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

Support for all of Zendesk has exceeding my expectations. This company will always get a 10 out of 10 in my book. Any question you have they make sure you have the answer plus a step-by-step guide on how to do each step so you are set up for success!

Incentivized

I would compare them to custom system like Morgan Stanley has that I use. A more appropriate company is Novus or LightKeeper. This product is potentially much cheaper but Novus and Lightkeeper already have built in Analytics screens that you could potential build yourself with Composable.

I selected Zendesk Explore only to provide an easy and quick access for my managers and supervisors regading metrics and volume trends. Is not the most flexible nor complete data visualization tool, but works well for day-to-day follow ups. You need to use another tool if you want to see long-term patterns (e.g. month over month volume trends) and you need another platform if you want your interaction metrics to interact with other important factors of the business

• Money saved due to proper staffing.
• Happier Staff- proper staffing ensures no one is overworked.
• Ability to quickly pinpoint where issues are and why.

Incentivized