Zoho Desk.
Support Management
WHAT IS Zoho Desk?
Zoho Office is a powerful tool focused on customer service. In an efficient and effective way, it allows you to organize your employees, give greater customer satisfaction and automatically obtain and store vital data for your business.
FEES AND RATES
Get my free version for 30 days
3 free agents
- Email ticket creation
- Customer Management
- Help Center
- private knowledge base
- Predefined Service Level Agreements
- Macros
- Support service in several languages
- Mobile apps
- 24/5 email support
Monthly: €20/month user
Annual: €14/month user with annual billing
Free Plan+
- Community channels and social networks
- Product-based ticket management
- Help Center Theme Gallery
- Public knowledge base
- Service level agreements and escalations
- Monitoring, Assignment, and Workflow Rules
- Customer satisfaction ratings
- Reports and Dashboards
- Work modes for tickets
- Marketplace Integrations and Extensions
- ASAP – Self-service with the possibility of integration
- 24/5 phone support
- mobile SDK
- 24×7 chat support
- Complement ( €5,75 per light agent per month)
- polls
- Periodic session
Monthly: €35/month user
Annual: €23/month user with annual billing
Standard Plan+
- Generation of tickets from various departments
- Team management
- Telephony
- Automatic time tracking
- Blueprint – Basic process management
- Round-Robin Ticket Allocation
- clash of agents
- Tasks, events and call activities
- Ticket templates
- Private Marketplace Extensions
- Service Level Agreement Dashboards
- Ticket Sharing
- mobile SDK
- 24/5 chat support
- Complement ( €5,75 per light agent per month)
Monthly: €50/month user
Annual: €40/month user with annual billing
Professional Plan+
- Live Chat
- Zia – Artificial Intelligence (beta)
- Help center customization
- Help center for various brands
- Advanced process management
- Custom functions
- IVR at various levels
- Global dashboards and reports
- Scheduled reports
- Contract management
- Validation rules
- Field Review
- Attention at different times and holidays
- Data exchange by function
- 50 light agents
- Complement ( €5,75 per light agent per month)
GET YOUR FREE TRIAL OF Zoho Desk WITH THIS FORM
MAIN FUNCTIONS OF Zoho Desk
To explain the functionalities of Zoho Desk, we will use a practical example to put a telephone company since we have all received a call at some time.
Since the service is adapted to the needs of each client, thus receiving greater personalized attention without requiring higher management costs for the company or for the team dedicated to customer service.
- Example: In a telephone company. They call you to see if you change companies and you as a client say, I won't finish my contract for another 3 months and I'm not going to change companies.
- That data is stored and the agent will receive an alarm after those 3 months, to make a call again. You can call again to offer an exclusive promotion which will allow you to have a higher % of conversions than calling on any other date of the year.
Avoiding duplication of tasks, automating repetitive tasks, avoiding receiving calls from clients for questions that have already been resolved.
- Example: I don't know if it has ever happened to you to try to call a telephone company and finally a robot gave you the correct solution. You are satisfied with the information you wanted at the moment and without waiting.
- This allows significant savings in costs of managing many customers who ask repetitive questions and with easy solutions. On the other hand, if you have already spoken with said company and the next day they call you to tell you the same thing, and the next day they also show two things up.
1º That the client you're pissing him off a lot.
2º Leave a very negative image of your company, not counting the management costs that this duplication of tasks is causing.
The strategy that has been used throughout life in business is as follows:
- I think this can work, I try it and if it works you make money, and if it doesn't go bankrupt or lose a lot of money.
- But with well-organized data, the graphs allow us to know which strategy works, which one is correct, and which one works even before it has been implemented.
DO YOU WANT TO KNOW MORE ABOUT Zoho Desk?
From Millennials Consulting As an Advanced Partner of Zoho, we offer you a multitude of videos on our YouTube channel. This way so you can learn more about the tool and how we work!
DISCOVER OUR ONLINE COURSE TO LEARN HOW TO USE Zoho Desk
Zoho Desk is a Software that allows you to provide good support and customer service in an organized, fast and efficient way.
With our course you will be able to learn how to use this tool that will allow you to carry out effective ticket management to answer your customers' questions without duplication, delays or forgotten unanswered messages.
We have a Zoho Desk course at your disposal, this course is constantly updated, so that you are up to date with the latest technology for your company. If you want to know more click on the following link.
I want to know more!DO YOU NEED TO KNOW MORE?
CONTACT US
Start optimizing and growing your business today!
SOLUTIONS IT PROVIDES Zoho Desk TO YOUR COMPANY
The reality in companies is as follows:
- Conversations are everywhere within a company.
- The information is disorganized and incomplete.
- Each stakeholder only has a subset of the information
- Agent intervention at every step
- Useful information comes after a long time
Zoho helpdesk put an end to all that clutter in the company.
Scattered conversations?
Multichannel with email, chat and social channels
Incomplete information?
Productive with work modes and notification center
Operational silos?
Collaborative with agents of your team, chat and comments
Unnecessary agent intervention?
Efficient with self-service and automation rules
Delayed performance data?
In real time with headquarters
Many entrepreneurs are overwhelmed by not having time to see which tool is the best or to try this Software and see how to adapt it to the particular needs of their company. That is why we offer a free consultancy to assess the needs of companies and their subsequent implementation, which translates into a very important cost reduction for the company. Click on the link and discover that the desk is Spanish.
WORKFLOW WITH Zoho Desk
- Agents can leave private comments on tickets and mention colleagues in these comments.
- Internal discussions occur with the full context of each ticket.
- Customers can find answers for themselves by searching through a repertoire of questions and answers. They raise tickets or tickets only when they need personalized help from an agent.
- Tickets can be assigned automatically using a round robin algorithm or using custom rules based on various criteria.
- Automation rules can be written to update fields, assign tasks, send notification alerts, and more.
Some examples:
- Close inactive open entries
- Escalate if the first response takes more than 1 hour
- Notify a manager when a key customer leaves a bad rating
- Practical information for practical managers
- Incoming and outgoing ticket trends
- Number of unassigned tickets now
- List of online and offline agents
- List of longest ticket conversations
- Recent customer service quality feedback
Using Zoho Desk has the best customer service chatbot available, taking control of calls and an analysis and creation of a database of all the clients that use it.
This is not only great news for improving customer service but also for increasing sales by making it easier for the customer to quickly find what they are looking for. The control of this tool is complete and it is so easy to use that you can do it from your mobile phone with an application for IOs and Android.
The best integration of CRM-Helpdesk in the market (with Zoho CRM)
Advanced analysis through Zoho Reports
Integration with Atlassian JIRA
We'll be happy to show you some interesting micro demos! Click here and contact us.
assistant agent
Employees from the rest of the company, who are not part of the customer service team, can also contribute to the customer experience. They can read conversations and reply to comments.
Example: engineers, technicians, designers, marketers and consultants.
Agent Collision
A simultaneous alert appears when multiple agents are working on the same ticket at the same time. Agents can chat with each other and respond accordingly.
- Process automation for the masses: Build. Sell. Repeat.
- Define and control processes from start to finish
- Easy to use visual process builder. Now a native of CRM. Scoring rules can be set on records using fields, customer touch points (calls, emails, social signals)
- Positive and negative points can be assigned.
- Supported modules: Leads, Accounts, Contacts, Offers.
How big is the Help Desk app market?
As long as problems exist, someone will need answers and help to fix them.
- Each ticket has to reach the correct agent.
- That agent needs to have everything they need to respond effectively
- Not all problems can be fixed by an agent.
- They often need the help of other employees, all with different software
Leading a proactive service team becomes difficult when decision makers don't Get data instantly.
As a result of all that...
- Customers can't find answers or get useful help quickly. No wonder they're furious!
- A direct unmet need
Absolutely all companies have to provide customer service.
Sooner than later, they need software to manage their efforts.
What problems does Zoho Desk solve?
- ¿Scattered conversations?
- Multichannel with email, chat and social channels
- Incomplete information?
- Productive with work modes and notification center
- Operational silos?
- Collaborative with agents of your team, chat and comments
- ¿Unnecessary agent intervention?
- Efficient with self-service and automation rules
- Delayed performance data?
- In real time with headquarters
Workflow with Zoho Desk
Comments on tickets
- Agents can leave private comments on tickets and mention colleagues in these comments.
- Internal discussions occur with the full context of each ticket.
- Customers can find answers for themselves by searching through a repertoire of questions and answers. They raise tickets or tickets only when they need personalized help from an agent.
- Tickets can be assigned automatically using a round robin algorithm or using custom rules based on various criteria.
- Automation rules can be written to update fields, assign tasks, send notification alerts, and more.
Some examples:
- Close inactive open entries
- Escalate if the first response takes more than 1 hour
- Notify a manager when a key customer leaves a bad rating
The central
- Practical information for practical managers
- Incoming and outgoing ticket trends
- Number of unassigned tickets now
- List of online and offline agents
- List of longest ticket conversations
- Recent customer service quality feedback
chatbot
Using Zoho Desk has the best customer service chatbot available, taking control of calls and an analysis and creation of a database of all the clients that use it.
This is not only great news for improving customer service but also for increasing sales by making it easier for the customer to quickly find what they are looking for. The control of this tool is complete and it is so easy to use that you can do it from your mobile phone with an application for IOs and Android.
The best integration of CRM-Helpdesk in the market (with Zoho CRM)
Advanced analysis through Zoho Reports
Integration with Atlassian JIRA
We'll be happy to show you some interesting micro demos!
assistant agent
Employees from the rest of the company, who are not part of the customer service team, can also contribute to the customer experience. They can read conversations and reply to comments.
Example: engineers, technicians, designers, marketers and consultants.
Agent Collision
A simultaneous alert appears when multiple agents are working on the same ticket at the same time. Agents can chat with each other and respond accordingly.
automation process
- Process automation for the masses: Build. Sell. Repeat.
- Define and control processes from start to finish
- Easy to use visual process builder. Now a native of CRM. Scoring rules can be set on records using fields, customer touch points (calls, emails, social signals)
- Positive and negative points can be assigned.
- Supported modules: Leads, Accounts, Contacts, Offers.
Conditional fields
Reduce form clutter and allow organizations to manage more than one process. Works with multi-page layouts and workflow rules.
customers win
- Industries: information technology, education, telecommunications, SaaS, travel, non-profit.
- Use of CRM based on the most used functions:
- Workflow automation
- Web forms to direct
- Integration of social networks
- Prospect evaluation
- campaign management
business update
- Average monthly revenue per user
- Customer Acquisition Growth by Segment
- Customer retention by segment
- complementing CRM
CONTACT US
Start optimizing and growing your business today!
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