Gephi vs. Zendesk Explore

If anyone ever asked me "what mathematical graphing tool should I use", Gephi would be my first answer. At the very least, it's an excellent prototyping tool. I would be wary, however, if someone needed to use the product for large scale production output. It's finicky at times and does require a little "jiggling of the handle" to get things to work, but I'm sure the kinks will be worked out as the product matures

Compared to other analytics functions of other Ticket Management System, Zendesk Explore is the easiest to learn. Moreover, the learning curve is high. Once you pick up the fundamentals, you will be able to create all types of analytic reports. In addition, if you know basic coding or SQL, you can create your own metrics and attributes to capture extremely specific elements such as the tickets that contain a certain word or etc.

Incentivized

• As far as my experience gephi provides good mathematical results in calculating Metrics
• Its helpful as we can directly import our data which is in a .csv file
• Saving the analyzed data to a .csv is a plus. Its easy to run all the metrics by single click
• We can filter the columns of metrics and we can export only those we need.

• As with most "suite" products, if you already use other Zendesk features (Chat, Talk, etc), then Zendesk Explore adds an extra facet to the customer experience. The more we know about our clientele, the better we can understand/anticipate their needs.
• I like that we can get as in-depth as we feel is necessary. For example, is just one customer having an issue? Or are many experiencing a similar problem? We can better rack this type of trend using Explore.
• Our team can dive deep into the data based on exactly what we're looking for. If the marketing team wants a certain kind of segment, we can give them that info. If we want to sort by date or another set of parameters, we can do that as well.

Incentivized

• A friend helped me to import that data -this process was outside my expertise.
• The UI took some time getting used to. I spent a while formatting my graph before I could really obtain a good view of the network.
• I would like an easier way to organize the different views of the data, I had a lot of tabs open that quickly cluttered my workspace.

• 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...

Incentivized

While Gephi isn't perfect, it's a powerful tool for mathematical graph modelling that's hard to find in other products, particularly by way of its interface. It grants non-software developers access to a point-and-click way of creating accurate, beautiful visualizations that would normally take hours in other applications. The fact that it allows for live streaming data is also something that's hard to come by, at least for visualization software

Gephi is very intuitive and the fact that it shows its process helps the user understand what's going on. However, the animation features can really slow it down and there isn't a way to shut them off. Furthermore, the failures on saving mean you frequently have to start over. These problems disrupt the workflow and can be frustrating.

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.

Incentivized

Zendesk Community is extremely useful for Zendesk Explore beginners. The live support provided by Zendesk will also help a lot. If you don't know anything you can ask live support right away. However, one drawback of Zendesk Community and Support is the creation of complex reports on Zendesk Explore. Zendesk Community and Support cannot really help you much if you are trying to build a complex report as they are not a complete expert on it as well.

Incentivized

Compared to vis.js and d3, Gephi has a much better UI and is easier to use for anyone without a strong code background. vis.js and d3 are more flexible in terms of output and are used by Quaero for more of the ongoing reporting where Gephi is used for exploratory analysis and ad hoc requests. We use all three, just for different purposes.

Incentivized

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.

Incentivized

• I have only used the product for education purposes. I will not be the best person to provide details about ROI and business efficiency and customer service. I was personally very excited about the tool and am continuing my work on the tool.

• 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