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Zendesk Explore

Score8.5 out of 10

62 Reviews and Ratings

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What is Zendesk Explore?

Zendesk offers Explore, a business intelligence and customer analytics tool which integrates with the Zendesk suite featuring ticket analytics, custom fields, dashboards, and other features. Zendesk is migrating customers of the BIME analytics product, which is approaching end of support, to Zendesk Explore in 2019.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Zendesk Explore has to offer, as determined by TrustRadius' reviewers.
Based on 62 ratings of Zendesk Explore's features
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Top Performing Features

  • Drill-down analysis

    Drill down analysis is the ability to get to a further level of detail by going deeper into the hierarchy.

    Category average: 8.2

  • Report Formatting Templates

    Category average: 7.9

  • Pattern Recognition and Data Mining

    Pattern recognition and data mining mean the ability to recognize hidden patterns in large quantities of data.

    Category average: 7.1

Areas for Improvement

  • Integration with R or other statistical packages

    Integration with the open-source R predictive modeling environment.

    Category average: 7.4

  • REST API

    REST is an architecture style for designing networked applications

    Category average: 7.9

  • Customizable Platform (Open Source)

    A customizable, open source API Gateway is a fast and scalable type of API

    Category average: 8

Reviews

What users are saying about Zendesk Explore.
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Zendesk Explore review Granular insights but not real time

Incentivized
Ikbal Ahmed
Operations Analyst in Customer Service at Mama money (51-200 employees employees)

Use Cases and Deployment Scope

We use Zendesk Explore to analyze daily operations and customer feedback. Zendesk Explore helps us gain granular insights into key metrics. It helps us track agent performance, ticket resolution, and response time as well as customer feedback trends. One critical use case is how long tickets remain assigned to different teams before get reassigned which ensures efficiency in ticket handling. The scope includes dashboards and reports for various teams helping optimize workflows and improve customer support quality.

Pros

  • It allows reporting based on ticket tags and other attributes
  • Adding custom metrics and attributes is relatively easy comparing to other workflow management tools.
  • Drill down capabilities allow users to analyze trends in a granular level.
  • Dashboard customization allows to create tailored visualizations for specific teams.

Cons

  • Zendesk Explore can improve in updating dashboards in a faster manner. Sometimes it takes longer than an hour for dashboards to be updated.
  • Real time reporting limitation, I feel Zendesk Explore should have a more advanced real time reporting so that businesses can make decisions on time for time sensitive issues.
  • Lack of cross dataset reporting is also limited, User should be able to create reports and dashboards from different dataset within Zendesk Explore for more comprehensive analysis.

Return on Investment

  • By providing insights on ticket resolution time and agent performance it has helped us reduce overall ticket handling time by 20%
  • The capability to create views helped teams and team leaders monitor and assign workload seamlessly
  • Still the lack of real time reporting has occasionally delayed on urgent decision making.

Usability

Alternatives Considered

Freshchat and Freshdesk

Other Software Used

Aspire AWS Cloud Services and Solutions, Slack, HiBob

Zendesk Explore: a simple way of getting your metrics but not the most advanced tool

Max CésarView profile
Director of Global Support Operations in Customer Service at Payjoy (1001-5000 employees employees)

Use Cases and Deployment Scope

We use Zendesk Explore to get daily, weekly, and monthly transparency on our metrics. [...] operates in 8 countries, and takes care of 3 main stakeholders (clients, customers, and admins). Additionally, we have L1 and L2 tickets, based on complexity. This puts in the need of having multiple groups and metrics that we need to track regularly.The main users of Zendesk Explore would be our managers and supervisors, but also some PMs from the Product team would look at the variable from time to time to find patterns and improvements on our products.Finally, we have volume Dashboards, performance dashboards, and contact reasons dashboards. That is per stakeholder and country.

Pros

  • Provides a platform to create metric dashboards
  • Gives visibility to all teammembers regardless of their seniority
  • Navigation: it is very easy to filter fields and dates to check specifically what´s needed
  • Provides a way to download and share information with different members of the organization
  • Allows to compartimentize the information according to business needs

Cons

  • 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

Return on Investment

  • Positive impact of around 5 hours/week in Dashboard building and visualization
  • 10 hours from Product to review dashboards and find potential patterns
  • Enabler to find opportunities based on agents´ occupancy rates

Alternatives Considered

Looker Studio, Microsoft Power BI and Tableau Desktop

Other Software Used

Microsoft Power BI, Looker Studio, Tableau Desktop

Easy to Use Program!

Incentivized
Alexandra Rouzier
Client Experience Manager at Feeding Children Everywhere dba U.S. Hunger (11-50 employees employees)

Pros

  • Built-in reporting.
  • Helps us analyze data without coding knowledge.
  • Has prebuilt datasets and queries we can pull from.
  • Customizable reporting.

Cons

  • 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...

Return on Investment

  • Consistently provide reporting to our Client Experience Team and help improve our NPS and CSAT scores.
  • Adding on new team members that we will be able to successfully provide solid #'s to their feedback and improvement within our team.
  • With how successful Explore has been we see how an expansion into a Contact Center setting can be with all the proper reporting.

Usability

Zendesk Explore- The Time & Money Saver

Incentivized
Verified User
Administrative Assistant in Sales (11-50 employees employees)

Use Cases and Deployment Scope

I use Zendesk Explore to pull data from our support team's chats, calls, and emails. With this data, I am able to identify which departments saw an uptick in tickets and from there we are able to identify what happened and plan for proper staffing if the issue seems like something that would reoccur.

Pros

  • Provides Data all in one place
  • Saves time versus tracking down info myself
  • Helps set progress and annual metrics for employees

Cons

  • I don't have any suggestions. Right now- Zendesk Explore is doing everything I need it to do!

Return on Investment

  • Money saved due to proper staffing.
  • Happier Staff- proper staffing ensures no one is overworked.
  • Ability to quickly pinpoint where issues are and why.

Other Software Used

Kajabi, Exigo, Microsoft Power BI

Zendesk Explore Genuine User Review

Incentivized
Verified User
Manager in Customer Service (10,001+ employees employees)

Use Cases and Deployment Scope

This is very user friendly, easy to use completely. The software has helped us to improve our SLA since it has proper features of keeping reminders for multiple users in case a single user is busy. Also, the reports can be easily extracted for groups and individual performances. The features like internal reply and public reply helps the next available person to take over the case properly since there is no limit for internal notes or public reply to the customer.

Pros

  • Reminders for Multiple users
  • Internal notes and Public Reply
  • Absolutely User Friendly

Cons

  • Attachment option Icon to be a little bigger
  • Preview to be available after attachment or video or Audio

Return on Investment

  • It helps us Into bring clarity on the amount of Sales
  • Helps to send an auto report asking for the interest
  • Detailed report version

Alternatives Considered

Formstack for Salesforce

Other Software Used

Salesforce CMS, Talkdesk, Darwinbox