Easy to Use Program!
October 07, 2021

Easy to Use Program!

Alexandra Rouzier | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zendesk Explore

We use it for reporting and analytics for our client experience team within all lines of business. It is designed to help us analyze and understand where our opportunities are for customer support. Explore provides powerful, built-in reports that we can create without any coding knowledge that help us view and analyze key information about our customers and and support resources.
  • Built-in reporting.
  • Helps us analyze data without coding knowledge.
  • Has prebuilt datasets and queries we can pull from.
  • Customizable reporting.
  • 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...
  • 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.
We tried other reporting and Zendesk Explore was by far the best as it was already implemented into our support system we were already using; Zendesk. The main selling point for us, is that all of the reports are customizable and that no coding knowledge is needed to build out our reports. We use it for reporting and analytics for our client experience team within all lines of business.

Do you think Zendesk Explore delivers good value for the price?

Yes

Are you happy with Zendesk Explore's feature set?

Yes

Did Zendesk Explore live up to sales and marketing promises?

Yes

Did implementation of Zendesk Explore go as expected?

Yes

Would you buy Zendesk Explore again?

Yes

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!

Zendesk Explore is amazing and so user-friendly! When we first added on Explore and created our own reports, we had no idea it would come with this much information. If you want to look at a dataset, Explore already has it in the system for you! The main things we use it for currently is our CSAT, Reopened Ticket %, One Touch Ticket %, and so much more!

Zendesk Explore Feature Ratings

Pixel Perfect reports
8
Customizable dashboards
10
Report Formatting Templates
7
Drill-down analysis
10
Formatting capabilities
10
Integration with R or other statistical packages
10
Report sharing and collaboration
10
Publish to Web
7
Publish to PDF
10
Report Delivery Scheduling
7
Pre-built visualization formats (heatmaps, scatter plots etc.)
10
Location Analytics / Geographic Visualization
10
Predictive Analytics
10
Multi-User Support (named login)
10
Role-Based Security Model
10
Multiple Access Permission Levels (Create, Read, Delete)
10
Single Sign-On (SSO)
8
Dashboard / Report / Visualization Interactivity on Mobile
5
REST API
10