Zoho Desk

Zoho Desk Product Details

Zoho Desk is a cloud-based help desk solution from Zoho Corporation, catering to businesses of all sizes. Key features include management of customer support tickets, a customer support portal, contract management and report creation.

Zoho Desk collates interactions from various media (email, phone, chat, social media, self-service portal, forums and forms) and presents them in one place. Tasks such as ticket assignment, service escalations, notification rules and time-based actions can be automated by setting workflow rules. The solution provides customizable and scheduled reports, happiness ratings and a graphical dashboard for analyzing customer satisfaction.

With integration with Zoho customer relationship management (CRM), customer information can be fed into tickets logged in Zoho Desk, which enables service agents to know more about the customers.

The solution also enables users to make custom changes, such as renaming tabs, adding new departments, customizing email templates, defining business hours and addition of help folders. Zoho Desk can also be integrated with clients’ in-house systems.

Zoho Desk Support & Customer Service

Zoho Desk provides businesses with a plethora of support options and channels that enable them to deliver high quality and timely customer service to their clients. This allows them to build stronger relationships with their customers, resulting in better business and bigger revenues.

With the Zoho Desk integrated help center approach, businesses can offer multiple support channels that suit their way of work as well as meet the preferences of their clients. Companies can choose to address customer issues and queries via a fully functional ticketing system or deliver support in real time via its call center functionality.

Zoho Desk also has that social support integration that allows clients to submit support requests, ask questions, and even call for help via popular social media channels Facebook and Twitter. Support agents don’t have to exit the system to address calls and posts – they can easily respond from the same interface.

For customers, searching for answers and reaching out to other clients and experts doesn’t need to be difficult. With Zoho Desk, companies can create knowledge bases that contain all the answers to commonly asked questions and issues related to their products and services. Forums encourage consumers to converge and help one another by providing solutions and ideas based on first-hand experiences.

The quality of customer support should be high in any case and Zoho Desk helps managers ensure that all support they offer via all available channels won’t go on a dive. Reporting tools and analytics help managers identify issues and concerns that pertain to agent’s performance and productivity. The insights they get allow them to help boost productivity and performance, resulting to higher satisfaction rating from their consumers and ultimately, to better business.

Zoho Desk Pricing

Zoho Desk Pricing Plans:

Zoho Desk offers two priced packages plus a free version packed with basic business support features. A 15-day trial with no credit card requirement is also available for businesses and individuals who want to take Zoho Desk for a spin.

Free

3 Agents Email Inbox & Web-form Work Modes Customizable Help Center Knowledge Base Community Forums Re-Branding Domain Mapping Priority SLAs Basic Reports Agent Dashboards Manager Dashboards Ticket Overview Dashboard The Team Feed Remote Support (for one user) You can easily start Zoho Suport free trial here.

Professional – $15/agent/month (billed monthly) or $12/agent/month (billed annually) plus tax, as applicable

All Free features plus:

Multi-channel Support Helpdesk Automations Multi-department Management Advanced SLAs w/ Business Hours Two-way data sync with Zoho CRM Customer Happiness Ratings Cloud Telephony using Twilio Advanced Reports & Dashboards Zoho BugTracker Integration Enterprise – $30/agent/month (billed monthly) or $25/agent/month (billed annually) plus tax, as applicable

All Professional features plus:

Multi-brand Help Center Scheduled Reports Cross Department Reports Contract Management Custom Ticket Templates Role Based Access Control Live Chat Support