Likelihood to Recommend
We can easily recommend Google Charts to any company that needs a way to visually represent their data. Another great thing about Google Charts is that it is free to use and does not require any membership fees. Although it requires a skilled used to be able to use the charts, the results are great and can be beneficial to any company who is looking to make better decisions.
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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.
Read full review Pros they're free with Google suite and they have backing in terms of powerful Google apps which can be plugged in to perform multiple actions like using Google sheets to import raw data into Google Charts they're the most simple app to use when it comes to creating charts and visual dashboards ease of customization ease of using custom APIs from developers side to help make any types of charts and dashboards you want Read full review 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. Read full review Cons I would like a couple more introductory videos or a live chat option for when you run into an issue. I think this is a Google-wide problem, not only linked to Google Charts. I have run into some issues with the Dynamic Data but also admittedly could potentially dive in deeper and investigate. It would be great if Google Charts made it possible to integrate Google Chat into the platform. Read full review 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... Read full review Likelihood to Renew
Google Charts is a good product. It's widely supported with deep documentation and a large community. But for me, it wasn't customizable enough. When we started with simple charts, it was great, but as we got deeper and more complex, our needs outgrew the library. If I was going forward, I would choose a more barebones library with more freedom and extensibility.
Read full review Usability
Google Charts is about as easy to use as the rest of their applications. The UI is very well thought out, allowing you to add what you need, and customize it to your exact liking. The default theme is actually really nice, which helps as most of the time, customizing is not needed.
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As previously mentioned, Zendesk Explore is easy to use. There are lots of materials in Zendesk Community. In addition, the live support will also help a lot in learning Zendesk Explore, especially for beginners. Zendesk Explore might be difficult at first to learn, but anyone could learn it in just 7 days. Once the fundamentals are locked in, moving from that place to becoming an amateur at Zendesk Explore is extremely easy. Lastly, if you know basic coding and SQL, you can be a pro at it already.
Read full review Reliability and Availability
Google charts is always available and provides fast output.
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Connectivity is occasionally very slow.
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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!
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The online training was solely done through self training on google's guide to charts.
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Easy to implement
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Google Charts stacks up better since it is free and does not have the constant pressure for cost overruns, add-ons, annual maintenance and implementation services. The speed of using Google Charts is quick, saving users potentially weeks in getting up and going. For the readers of websites with limited resources, the application shows up nicely is look and feel with charts. Great way of showing data visually.
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For support data, we have only used Explore because it came with our ZenDesk membership. So I can't speak to other solutions! That said, it's awesome to have Knowledge Base and support data in one place.
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Google Charts is essential for quick, easy, reporting. There are opportunities for advanced features.
Read full review Return on Investment teams were easily able to create charts and find out progress on our learning courses and thus take actionable insights to their managers, professors students could also know their progress on various courses from one single view, same for instructors in terms of imparting education sales team could learn which kind of courses sold more to focus more on those areas Read full review Identify surge ticket periods which help planning. Identify CSAT Trend and use the data to improve customer satisfaction. Identify SLA Trend and use the data to reduce turnaround time. Identify 1-Touch % and use the data to improve response. Read full review ScreenShots