Overview

Zoho Desk is an on-demand, web-based help desk software that allows you to engage with customers and deliver solutions in a fast and effective way. This software creates an opportunity for organizations to handle customer support tickets swiftly, and ensure satisfaction on multiple channels. Zoho support desk software aims to optimize a business’s support staff and keep the organization as productive as possible.

 

Beneficial Features 

  • Multi-channel Support Ticketing System: This user-friendly feature helps save a ton of time and energy for business owners and employees. It collects, organizes, and tracks all of your customer support queries from various channels and manages them from one place. With the ability to streamline processes, organize information, and simplify interactions, Zoho Desk prevents important requests from slipping through the cracks.

  • Multi-Brand Help Center: Zoho Desk distinguishes the identity of your brands by providing each brand its own Help Center as every brand is unique and should get its own space.  The Help Center makes your team more productive by answering questions before customers contact support.

  • Community: By creating the community, you can build a group of your clients and enthusiasts who can help each other answer and resolve several issues. You can also use your community to interact and get to know your customers. You can post product announcements or host AMAs, and ensure that your customers identify with your brand philosophy.

  • Multi-Department: No matter how many departments you have, it only gets easier with Zoho Desk. Zoho Desk helps in creating multiple departments so that you can ensure that the entire customer service effort is organized into manageable sections.

  • Streamline your social media presence through the help of Zoho Desk: Social media customer service is an increasingly popular customer service strategy providing support through social media platforms. Using social channels like Facebook, Instagram, and Twitter for support can instantly influence brand value and customer satisfaction. Zoho Desk integrates the most popular social media platforms with your traditional customer support channels. You can now respond to your calls, emails, tweets, and posts from the same interface.

  • A.I. Powered Assistant: Zia is an AI companion within Zoho Desk, and she’s here to help you manage your CRM intelligently. Zia can fetch the information you want, take notes as you dictate, predict the outcome of sales activities, detect anomalies, automate mundane tasks, identify key aspects of a ticket and add them as tags, and much more.

  • Knowledge Base: Not every issue needs an agent’s presence to be answered. By creating a repository of articles and FAQs in the knowledge management system, customers can find their own answers without waiting for an agent, thus it will result in quicker answers, fewer tickets, and happier clients.

  • Workflow: Workflow is a set of actions (email notifications, tasks and field updates) that are executed when certain specified conditions are met. These rules automate the process of sending email notifications, assigning tasks and updating certain fields of a record when a rule is triggered. Zoho Desk provides intelligent workflow automations for your team to deploy so they can respond faster and make every customer happier.

 

Summary

Great customer service is an integral part of business success, but can sometimes be overlooked by business owners. Providing customers with responses to issues on time can be the difference between a one-time purchase, and long-term loyalty.

With customer and agent interactions occurring online and at a frequent pace, it makes having a reliable help desk software that much more enticing. It can help improve customer satisfaction, efficiency within an organization, and scaling of a business. One of the industry leaders in this type of software is Zoho Desk with it’s simplistic construction, automation capabilities, and customization.

There are plenty of more features available in Zoho Desk which can help you to grow and manage your business, therefore I recommend it to every businessperson to take full advantage of it. If you are facing any issues with Zoho Desk or would like to learn more about how it can help your business GROW, please contact us anytime at hello@clientric.co. We always love to help Zoho enthusiasts!

 

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