SAS Visual Analytics vs Zendesk Explore

• Our staff are familiar with it as it is a common tool. Our training and implementation was short.
• Installation was easy. Our staff was able to deploy to the receiving department relatively quickly. Though the download was a pretty good size.
• Seems to crunch through large volumes of data (millions of records) pretty quickly as I've received no complaints on this front from staff.

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• 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.

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• Customizing a report as per the user requirement.
• Adding more color and font styles. Presenting data in a more colorful way.
• The website has a lot of tutorials which is more inclined to the technical side. Maybe add more to the presentation side as well.

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• 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.

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• SAS Visual Analytics licensing cost should be reduced to enable users to use it in mass scale.
• More statistical and mathematical equations and theories should be converted into SAS functions for reusing.
• Because of enriched ETL and reporting capabilities SAS Visual Analytics is most preferred by business users.

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• 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.

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