Likelihood to Recommend
One of best business intelligence enterprise reporting tools, it has loads of rich features available to the business user with ease of use and advanced analysis in a single end-to-end solution. I like MicroStrategy's simplicity in creating complex multi-pass SQL reports, visualizations over varied data sets, and the breath of areas in which the product can be used. I like mostly everything. I think there are some remaining improvements that could be done in the area of data visualization.
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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 MicroStrategy has widgets that allow you to display data using elaborate and complex graphs such as maps, microcharts, thermometers, etc. The same dashboards can also be viewed on the web by users who don't have mobile devices. For mobile, MicroStrategy has created unique selectors that are more suited for smartphones and tablets. MicroStrategy uses the features of mobile devices such as accelerometers to select different views and change the display when the device is tilted or rotated. In addition you can use inputs such as the camera to read barcode data and enter inventory data into the database. 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 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 Usability
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.
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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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MicroStrategy is much better.
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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.
Read full review Return on Investment 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