Item: Zendesk Explore
Rating: 10
Author: Ikbal Ahmed

Overall Satisfaction with Zendesk Explore

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 and Cons

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

I rate Zendesk Explore 8 out of 10 for it's overall usability because it offers powerful reporting and analytics with an easy to navigate interface and intuitive dashboards. It helps improve customer satisfaction by providing valuable insights into ticket handling, agent performance and customer satisfaction. Though the complex query builder can be challenging for non technical users.

Alternatives Considered

Freshchat and Freshdesk

Zendesk Explore stands out against Freshchat and Freshdesk for it's deeper analytics capabilities and seamless integration with Zendesk ecosystem. While Freshdesk offers reporting, it lacks on the same level of granular insights and customization that Zendesk Explore provides. Compared to Freshchat which focuses more on live chat and conversational analytics Zendesk Explore excels in historical trend analysis and comprehensive dashboarding. We choose Zendesk Explore for it's robust reporting and drill down capabilities.

Key Insights

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

Other Software Used

Aspire AWS Cloud Services and Solutions, Slack, HiBob

Likelihood to Recommend

Zendesk Explore is well suited for tracking ticket flow, agent performance, and customer satisfaction providing valuable insights into response and resolution time, workload and support quality. Particularly useful for monitoring ticket handling for different teams. Helps ensure accountability by tracking how long tickets remain assigned before being reassigned to another group. Drill down capability helps identify support bottlenecks. However, it is less appropriate for real time monitoring as it lacks real time data updates making it unsuitable for instant decision making.

Zendesk Explore Feature Ratings

Comments

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Zendesk Explore review Granular insights but not real time