Logi Info (Logi Analytics Platform) vs. Zendesk Explore

Well Suited - It's very easy for a non-developer to make clear/easily understood important data displays Great options for displaying data, UI provides great assistance helping you determine what chart, graph etc., to utilize for peak output. Saves tons of developer hours by allowing non-developers to be able to create and design things. Less Suited - It's not a big fan of displaying 1000 page PDFs but with adequate setup and drill downs, you can turn that huge PDF into 2 pages of what you actually need.

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.

Incentivized

• The ability to easily integrate data across multiple data platforms
• The product is easy to implement and learn
• The elemental design allows for recycling of concepts and features across various reports and output
• The security was easy to implement into our existing environment
• The number of options available for data manipulation and presentation, including Scheduling and Caching data, makes it easy to solve any problem or create content for any request
• Logi's Support Portal staff are absolutely top notch. They are responsive and knowledgeable. Due to the elemental design (see above), it is easy to communicate concepts to and from Logi Support via code samples and/or sample applications. The sample applications which we have received from Logi Support have formed some of the core concepts of our Logi Developer training!

• 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.

Incentivized

• Logi Studio is currently only available on Windows. I understand the backend is ASP.net but it would be nice to have more flexibility in this given their software can also be java-based (we run their software on a Linux server using java).
• Logi Info keeps all files as XML, which is fine and actually helps in terms of scripting report creation. The issue is that the majority of settings can only live on a server instead of a database. They do allow reports to now live in a database, but other aspects (such as users saving bookmarks and reports) cannot be and are all saved directly on the server.

Incentivized

• 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

Logi Analytics is a great solution if you need just the user interface. However there are other tools stronger at the overall data flow which include a user interface as part of their product.

I am giving 9 rating because the Logi Info still needs to improve on the tutorials part and make it easy for the beginners. Otherwise, it's a very good analytics tool which offers more than 20 types of visualization. It's predictive analysis feature and easy to embed with technologies make it stand out in the market.

Incentivized

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.

Incentivized

The support process is bit slow and has a good scope improvement but overall it's good as team is very supportive. They generally take 1-2 days time to respond emails sent to them but some times a delay is also expected. Overall, I did not face any major issues using the service.

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

It can be embedded on top of a website for direct analysis. I feel this is a way faster and a better solution. This is like an integrated solution. That's why the firm selected Logi Analytics for quick insights on customer behavior and data.

Incentivized

Zendesk Explore is more user friendly and the software plus maintenance cost is less. The report section is more detailed and no lag while creating report for a large data source. The report segments and formats are editable which make it more convenient to make a report according to a requirement for an individual.

Incentivized

• Our Chief Operations Officer has commented several times about how important LOGI has been in identifying opportunities for us to work on, and key areas to focus on to improve revenue generation
• We have used LOGI to automate work processes that used to be paper-based.
• We've filled in holes in work processes, and freed up work hours allowing people to focus on more important daily tasks.

Incentivized

• 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