Yurbi vs. Zendesk Explore

The Yurbi Poduct is extremely well suited for organizations looking for a mature Business Intelligence and ad-hoc reporting tool. The strength of Yurbi is that it is highly customizable and can work in various environments.

Incentivized

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

• Yurbi allows us to build customized Dashboards for specific users. Once the initial Dashboard is created, the user themselves have permissions to customize the Dashboard to suit their needs. The flexibility is there for a wide set of users.
• Yurbi product is highly customizable. We looked for a Business Intelligence product for quite some time that could be customized to work with different types of data sets. When we started considering Yurbi, it was evident from the beginning that the product could be customized very quickly to work within our environment and our specific data types.
• The Yurbi product stays a step ahead with the changing market being focused more for the tablet and smart phone user population. As our customers first started to use iPADs and iPhones, it was great to see that an upgraded Yurbi product was readily available for use for the iPAD/iPhone set of users.

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.

Incentivized

• While the Yurbi Developer tool is highly mature, there have been cases where building specific complex reports within Yurbi required extensive support directly from the vendor (and even some Yurbi product customizations). It would be great if the Yurbi Developer tool could be slightly refreshed to make it easier for more non-technical users to build more complex reports within Yurbi.
• Over years of usage of the Yurbi product with growing set of available reports to run for users, it's easy to get unorganized in terms of being able to find the correct report to run. It's highly adviseable if future releases of Yurbi began offering features to organize all reports a little better within the product (including an audit trail of reports that users typically run to make it easier for them to go back to the right reports).
• We heavily use the SMTP configuration within Yurbi to set up auto-email notifications to specific set of users with requested reports. At times, the SMTP service becomes unavailable and Yurbi product is unable to send these emails to the users. Besides not receiving the email, it's easily evident that the SMTP service connection failed. It would be great if future versions of the Yurbi product would alert the user of the failed SMTP connection on initial Yurbi login so the administrator becomes aware of the issue and can take action to resolve the problem.

Incentivized

• 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

The Yurbi product has been perceived very well by our customers. They have continued to use it for years and the user population has only expanded. Customers love the flexibility and large set of Dashboards and reports that can be made available within the product quickly and efficiently.

Incentivized

The Yurbi product is incredibly easy to use and very intuitive for the user. The environment is highly customizable to the user's own preferences which is the best part.

Incentivized

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

Yurbi was very simple to implement and the software prerequisites and server requirements were very basic.

Incentivized

Yurbi was overall a better product, highly customizable, more user friendly, and lower priced.

Incentivized

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

• 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