Likelihood to Recommend
If the person/ department does not have any knowledge in open source tools such as R, and Python. [Salesforce Einstein Analytics (formerly Wave Analytics)] could be a good option with no coding background required. However, if they have such human resource or can acquire these people, I would recommend open source tech and suggest not to use this tool.
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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 Interactive Dashboards, it [consists] of wide variety of charts Data from different sources can be easily integrated with it Security, it provides easy way to secure and share the information with the users Support actions like opening hyperlink etc Almost everything can be done from configuration Data can easily be managed from dataflow. 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 Implementation takes time and resources. It is a heavy lift to implement and at first, it can take a little bit of time to understand what you are looking at. But once it's implemented it's easy to get started. Without any BI expertise or resources available to your organization, the implementation of this is difficult. If you aren't used to BI tools and don't have an expert in house, the terminology can be difficult to understand at first. Their support is not on hand to help you if you encounter any issues, at least not on all the plans or the basic plans. Real-time support service is an add-on, so you'll need to be patient if you require help or pay extra money. More functionality for the tool is needed to compete with other heavyweights in the arena like Tableau, Qlik, and Microstrategy. Still lacks the robustness, functionality, and flexibility other competing products possess. 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
Overall usability is absolutely worth the price. It help me to save tons of time working on raw data in Excel file. It also minimize the discrepancy in data format when there are multiple user inputting the data. Every data inputted in Salesforce is standardized, therefore it is very easy to keep track / generating performance report even though you are having more than 20 projects recorded in Salesforce Einstein Analytics.
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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 Support Rating
I have not come across any bad experiences with the support provided. Also, I observed regular updates have been implemented without breaking the tool. But in my opinion, Now Tableau CRM has huge market challenges with tools like Power BI and its spread
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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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An implementation partner would certainly result in greater output in a more efficient amount of time. However, I have found implementation partners to be extremely expensive for the output received (at least working for a non-profit company they are frequently unaffordable). Internal implementation does help with usable output though since internal knowledge would better know the data architecture and business processes
Read full review Alternatives Considered Tableau
is the absolute top of the class when it comes to business intelligence, but it doesn't make sense for every business case. In our case, we needed a simple data visualization platform for our CRM platform and sales pipeline. Salesforce Analytics, while nowhere near as robust, did the job we needed it to do perfectly in a significantly more cost-effective manner.
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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 Absolutely a must-have tool if you are working on saving project Create a centralized database to track project target across region Easily create chart to showcase data / performance 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