Kyvos Semantic Layer vs. Zendesk Explore

Kyvos Insights has made it simple for us to work with all our customer data. Now, we get a clear picture of how we’re doing across locations and products, all thanks to its performant tech. It's the only tool that allowed us to explore five years of data and get answers quickly.

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

• Easy to integrate with existing tech stack.
• It is easy to make big complex queries and minimal processing time.
• Good customer support and customization support from customer service team.

Incentivized

• 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.

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• We’re able to add more dimensions and measures to our reports without performance issues. Another great advantage of Kyvos Insights was the capability to migrate our workloads to GCP.

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• 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

Kyvos has made a big difference by enabling fast data processing and interactive reporting. It has significantly reduced the time needed to gain insights and made it easier to expand our data operations without slowing down, greatly improving our efficiency.

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

to be honest we used all these platform along with Tableau. Its just each of them fulfil different use cases. Kyvos Insights is more about a platform to with with big data for investigations.

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

• We’d love more customization options to adapt the platform to our specific needs. The initial setup was also a bit tricky, but once done, it runs smoothly.

• 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