Zendesk Explore: a simple way of getting your metrics but not the most advanced tool
February 26, 2024
Zendesk Explore: a simple way of getting your metrics but not the most advanced tool
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Zendesk Explore
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.
- 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
- 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
- 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
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
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
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?
I wasn't involved with the selection/purchase process
Did implementation of Zendesk Explore go as expected?
Yes
Would you buy Zendesk Explore again?
Yes