Zendesk Explore Reviews & Pricing

by Zendesk | Founded 2007, Copenhagen, Denmark

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What is Zendesk Explore?

Industry Specialties: Serves all industries

Zendesk Explore is an analytics solution that provides customer behavior and agent performance metrics for reporting and analytics. It enhances the existing Zendesk support suite’s capabilities through pre-built and custom visualizations, enabling deep-dive analysis of customer support data through filters. Reports can be shared with others across the organization on a one-off or recurring basis through automated email delivery configuration.

Explore Lite provides view-only access to pre-built dashboards and is available with all versions of the support suite. Though it is included in the Professional plan also, live dashboards and advanced sharing capabilities are provided only with the Enterprise version.

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User Sentiment

Based on 16 reviews:

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Zendesk Explore Pricing

Based on our most recent analysis, Zendesk Explore pricing starts at $9 (Annual, Monthly).

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Starting From: $9
Pricing Model: Annual, Monthly
Free Trial: No

Training Resources

Zendesk Explore is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Zendesk Explore:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Zendesk Explore Benefits and Insights

Why use Zendesk Explore?

Key differentiators & advantages of Zendesk Explore

Maximize ROI: Drive client outreach and build long-lasting customer relationships by analyzing the latest support insights as they are generated. Boost productivity and achieve team goals by introducing data-driven improvements.
Analyze Key Metrics: Collect and analyze all essential data — from the Chat, Support, Guide and Talk modules — in one place. Displays chat metrics in real time — queued as well as active chats, number of agents online and average wait times. View a breakdown of information on calls, voicemail transcriptions, recordings, text messages and phone numbers. Browse tickets — new, open, pending, on-hold and resolved — and monitor customer satisfaction ratings. Real-time shareable reports are available with the Enterprise version only.
Self-Service Reporting: Find answers to data-related questions through pre-built and custom dashboards and reports, irrespective of technical skills. Create custom metrics and visualizations, such as heat maps, through simple point-and-click actions.
Share Insights: Collaborate on data trends by sharing dashboards and reports with others through scheduled email delivery. Export individual queries in Excel, PDF, CSV and image formats, or share dashboards with anyone through a public or password-protected URL.
Data Security: Secure clients’ business information by restricting team access through role-based permissions. Maintains data integrity by allowing baseline “no-access” permissions for all bulk-imported accounts, enabling manual configuration for selected individual access.

Industry Expertise

The vendor provides customer analytics to clients in diverse industries across the world. These include education, financial services, government, healthcare, manufacturing, media, retail, software and communications.

Zendesk Explore Reviews

Average customer reviews & user sentiment summary for Zendesk Explore:

16 reviews

76%

of users would recommend this product

Key Features

Role-Based Privileges: Manage dashboard delivery schedules and change default formatting options for charts as an admin. As an editor, create, edit and customize new dashboards, queries and datasets, and share with support agents. Or, view shared dashboards as a report consumer.
Data Visualizations: Provides various data visualization and dashboarding options to view customer service insights in easy-to-understand ways.
- Pre-Built Dashboards: Get dashboards pre-populated from the get-go with best-practice customer service metrics – available with all versions. Drill down into data through filtering for deep-dive analysis and reporting. Change the chart type as needed from among a selection of options with the Visualization Selector.
- Custom Dashboards: Build custom dashboards and create custom metrics to capture specific attribute elements. Analyze data as required through custom queries, filters and texts.
- Live Dashboards: Report desired metrics by adding widgets — static and interactive — to dashboards. Available only with the Enterprise version.
- Cloning: Modify and add queries by creating editable copies of dashboards. Available only with the Professional and Enterprise versions.
Data Refresh: Updates report data periodically – at midnight every day for Explore Lite, and hourly for the Professional and Enterprise versions.

Limitations

At the time of this review, these are the limitations according to user feedback:

Can’t customize pre-built dashboards.
Can’t resize query columns in a dashboard through click-and-drag actions.
Can’t add multiple queries to a dashboard widget.

Suite Support

Subscribers can contact their dedicated account manager from the admin center.

Email: Reach out to email support via a customer login or through messaging.

Phone: 888-670-4887.

Training: Register for free for on-demand courses or avail one-on-one private sessions with a trained specialist. Get certified as a CX analyst by signing up for a one-day prep-and-practice workshop.

Tickets: Submit a support request via an answer bot on the help center. Or, select the “Get in Touch” option after signing in to a valid Support or Chat account.