Introducing Zoho Desk:
There are 45+ applications all bundled into Zoho One giving companies a complete business operating system with a single sign-on, offering all the benefits of a single platform and a single vendor.
This is a visionary suite built to empower growth and is currently in use with over 50 million users worldwide, potentially replacing over 700 business applications!
So, what are these 45+ applications and how can they help your business? I attempt to cover them all, one by one, with the next one being:
#2 Zoho Desk
Supporting your customers efficiently will help you retain them and Zoho Desk, seamlessly integrated with Zoho CRM, will enable your Sales and Support teams to work well together. So, what exactly is Zoho Desk? It is a web-based help desk software that allows you to assign, track and set up alerts on help desk tickets easily. What are the main features available in Zoho Desk:
- Ticket Management, offering Multi-channel communications with a multi-branded self-service portal and multi-department help desk to reflect your organisation structure. Add to that contextual email and integration with telephony, social media and live chat to take your support to another level
- Automation, that replaces routine tasks and ensures every ticket is assigned, with notification rules and adherence to SLAs.
- Agent Productivity is enhanced multi-fold, using an award winning system that provides a contextual response editor, improves team collaboration and enables management of tickets from mobile devices
- Security is a very high priority and user roles, profiles, data sharing rules and field level access controls all work together, towards protecting customer data whilst giving your team flexibility…oh, did I mention that it helps you comply with GDPR!
- Customisation of Layouts, multiple templates, re-branding and domain mapping all make the Desk distinctive, including self service portals for your customers
- Insights provide high-impact analysis through feature-rich reports, live dashboards and a mobile app for managers on the move
- Extend your help desk by integrating with native and third-party applications. Use Custom Code, SDKs and APIs to get the party singing and dancing
What’s New?
Zia is a context-aware employee we’ve hired for your team. Powered by AI, she can perform crucial tasks like sentiment analysis and anomaly detection. She also doubles as a conversation assistant to help customers find solutions through ASAP, Zoho Desk’s in-app customer support tool.
Blueprint builds processes easily, and ensure that customers get predictable, timely, and consistent customer experiences. Bottlenecks become easy to track and address. Blueprint saves your team a ton of time, and lets you focus on what’s important.
Marketplace now lists Zoho Desk and can be accessed by developers to build, host, and sell extensions. Everything built on the platform will be hosted on Zoho Marketplace, making it available to a customer base of over 30 million users.
Radar gives agents and managers a comprehensive overview of vital customer service stats from the convenience of their mobile phones. Critical areas such as ticket resolution time, customer happiness, live traffic, and individual agent stats can be monitored on a day-to-day basis, so exceptions are caught well in time.
