1 Rating
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Score 7 out of 100
15 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Kalido Business Information Modeler

Suitability depends on your business model.
Anonymous | TrustRadius Reviewer

Zendesk Explore

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Ad-hoc Reporting

Kalido Business Information Modeler
8.0
Zendesk Explore
9.0
Drill-down analysis
Kalido Business Information Modeler
8.0
Zendesk Explore
9.7
Formatting capabilities
Kalido Business Information Modeler
Zendesk Explore
9.4
Integration with R or other statistical packages
Kalido Business Information Modeler
Zendesk Explore
9.0
Report sharing and collaboration
Kalido Business Information Modeler
Zendesk Explore
8.0

BI Standard Reporting

Kalido Business Information Modeler
Zendesk Explore
9.8
Pixel Perfect reports
Kalido Business Information Modeler
Zendesk Explore
10.0
Customizable dashboards
Kalido Business Information Modeler
Zendesk Explore
9.7
Report Formatting Templates
Kalido Business Information Modeler
Zendesk Explore
9.7

Report Output and Scheduling

Kalido Business Information Modeler
Zendesk Explore
6.1
Publish to Web
Kalido Business Information Modeler
Zendesk Explore
6.6
Publish to PDF
Kalido Business Information Modeler
Zendesk Explore
4.3
Report Versioning
Kalido Business Information Modeler
Zendesk Explore
4.0
Report Delivery Scheduling
Kalido Business Information Modeler
Zendesk Explore
9.4

Data Discovery and Visualization

Kalido Business Information Modeler
Zendesk Explore
8.1
Pre-built visualization formats (heatmaps, scatter plots etc.)
Kalido Business Information Modeler
Zendesk Explore
9.9
Location Analytics / Geographic Visualization
Kalido Business Information Modeler
Zendesk Explore
7.3
Predictive Analytics
Kalido Business Information Modeler
Zendesk Explore
7.0

Access Control and Security

Kalido Business Information Modeler
Zendesk Explore
8.1
Multi-User Support (named login)
Kalido Business Information Modeler
Zendesk Explore
10.0
Role-Based Security Model
Kalido Business Information Modeler
Zendesk Explore
5.1
Multiple Access Permission Levels (Create, Read, Delete)
Kalido Business Information Modeler
Zendesk Explore
7.4
Single Sign-On (SSO)
Kalido Business Information Modeler
Zendesk Explore
9.8

Mobile Capabilities

Kalido Business Information Modeler
Zendesk Explore
5.3
Responsive Design for Web Access
Kalido Business Information Modeler
Zendesk Explore
7.0
Dashboard / Report / Visualization Interactivity on Mobile
Kalido Business Information Modeler
Zendesk Explore
3.5

Pros

Kalido Business Information Modeler

  • Kalido has developed a data security and privacy manual for its personnel that is easy to understand and that provides direct guidance with respect to security requirements, including requirements related to support services to Kalido customers.
  • Flexible master data modeling
  • Kalido clearly establishes in its policy documents that Customer Database Information (CDI) is confidential information that must beprotected, and sets forth specific requirements for handling of CDI including encryption during electronic transmission and storage, as well as other controls.
Anonymous | TrustRadius Reviewer

Zendesk Explore

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Kalido Business Information Modeler

  • Multiple rows, linked by pointers that makes data difficult to read. Could be structured in columns in a table.
  • Kalido indicated in its survey response that it does not formally employ a standard configuration for its workstation builds, and/or it does not periodically review systems for deviations from the standard configuration. The Kalido DSP Manual indicates that Kalido does use a system security agent to maintain patches and anti-malware defense.
Anonymous | TrustRadius Reviewer

Zendesk Explore

  • Query builder - Very hard to use if you don't know your way around data tools. For an org like ours, we don't have a specialized data analyst. It would help if Explore could appeal a bit more to novice data analysts by providing more guidance and being more prescriptive while keeping the option for the advanced approaches.
  • Lack of clarity on applied filters - When you build queries, you apply one set of filters. Then when you pull those queries into a dashboard, you can apply another set of filters to the whole dashboard. It's easy to get lost between the two, and you could end up with a misleading dataset if you don't keep close track of both. It would help if Explore gave better indications of the applied filters on each query when they are pulled into the dashboard.
  • Report builder - When I do share the data from these reports, I typically export each report, then write up an explanation and analysis of what the reading is seeing. It would be amazing if Explore would build out a dynamic report builder for users outside of ZenDesk. I want to share this data in context with our leadership.
Julie Pinto | TrustRadius Reviewer

Usability

Kalido Business Information Modeler

No score
No answers yet
No answers on this topic

Zendesk Explore

Zendesk Explore 10.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Support Rating

Kalido Business Information Modeler

No score
No answers yet
No answers on this topic

Zendesk Explore

Zendesk Explore 10.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Kalido Business Information Modeler

No answers on this topic

Zendesk Explore

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.
Julie Pinto | TrustRadius Reviewer

Return on Investment

Kalido Business Information Modeler

No answers on this topic

Zendesk Explore

  • 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.
Anonymous | TrustRadius Reviewer

Pricing Details

Kalido Business Information Modeler

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Zendesk Explore

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Kalido Business Information Modeler
7.0
Zendesk Explore
9.5

Usability

Kalido Business Information Modeler
Zendesk Explore
10.0

Support Rating

Kalido Business Information Modeler
Zendesk Explore
10.0

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