Item: Zendesk Explore
Rating: 10
Author: Verified User

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 and Cons

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

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.

Alternatives Considered

N/A - the company had already implemented Zendesk Explore when I was hired.

Key Insights

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

Not sure

Are you happy with Zendesk Explore's feature set?

Yes

Did Zendesk Explore live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zendesk Explore go as expected?

I wasn't involved with the implementation phase

Would you buy Zendesk Explore again?

Yes

Other Software Used

Kajabi, Exigo, Microsoft Power BI

Likelihood to Recommend

Checking department metrics- Example: Call times, Wait times, Chat times, When calls were abandoned, etc.
Checking to see which department is having an uptick in customers reach out and then being able to identify why.
Being able to keep a consistent eye on the volume of chats, calls, and emails to ensure proper staffing.

Zendesk Explore- The Time & Money Saver

Overall Satisfaction with Zendesk Explore