I am satisfied with Zendesk Explore, looking forward to learning more about its capabilities as we grow!
Anonymous | TrustRadius Reviewer
September 20, 2019

I am satisfied with Zendesk Explore, looking forward to learning more about its capabilities as we grow!

Score 7 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zendesk Explore

We mainly use Zendesk Explore as an easy way to crunch the numbers. Although our customer service team members are the primary users of Zendesk Explore, we definitely use the data that the system stores and analyzes as a way to inform the rest of our businesses practices and models. For example, even though we are a small business, we are growing rapidly and it is no longer feasible for us to get to know each customer, what drives them, and how we can mutually benefit from our relationship. Zendesk Explore has helped us stay on top of our goals (from the customer service perspective and from a business perspective) and we have used it to analyze interactions, metrics, and how we can continue to improve as a business.
  • 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.
  • 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.
Very connective! We are satisfied with the range of data sources available and for the most part (perhaps a 7/10) we are satisfied with the ease of merging the source together to form a comprehensive view of the data.
For the most part, we do not do a whole of sharing and collaborating via Zendesk Explore, so I cannot speak to that side of the product, unfortunately. Perhaps as we grow, we'll have a chance to delve into that a little further.
Zendesk Explore is great if you already use one or more other Zendesk products and/or if you have experience with using Zendesk in the past. It has a bit of a learning curve but has a ton of potential if you or someone on your team can dedicate enough time and energy to learning the product. Similarly to Adobe Suite, all of Zendesk's products flow pretty seamlessly together and the more products you use (and use well, obviously), the more data you can extract.

Zendesk Explore Feature Ratings

Pixel Perfect reports
Not Rated
Customizable dashboards
9
Report Formatting Templates
7
Drill-down analysis
9
Formatting capabilities
6
Integration with R or other statistical packages
9
Report sharing and collaboration
10
Publish to Web
6
Publish to PDF
6
Report Versioning
4
Report Delivery Scheduling
10
Delivery to Remote Servers
Not Rated
Pre-built visualization formats (heatmaps, scatter plots etc.)
9
Location Analytics / Geographic Visualization
10
Multi-User Support (named login)
10
Role-Based Security Model
10
Multiple Access Permission Levels (Create, Read, Delete)
10
Single Sign-On (SSO)
10
Responsive Design for Web Access
Not Rated
Dedicated iOS Application
Not Rated
Dedicated Android Application
Not Rated
Dashboard / Report / Visualization Interactivity on Mobile
8
REST API
Not Rated
Javascript API
Not Rated
iFrames
Not Rated
Java API
Not Rated
Themeable User Interface (UI)
Not Rated
Customizable Platform (Open Source)
Not Rated