Enhancing Customer Service with Zoho Desk - Omnichannel Engagement & Automation

Emails

Convert all your customer emails to tickets and manage them in a centralized email ticketing system. Multiple teams can much effectively collaborate email tickets and communicate contextually with your customers.

Instant Messaging and Social Networks

Zoho Desk can integrate with various instant messengers such as WhatsApp, WeChat, Line, Telegram, IG (upcoming) and FB (upcoming). It enables your agent to engage customers with their preferred channel.

Omnichannel Engagement Platform

Phone Calls

Hook your help desk up to a customer service phone number to receive calls right from mobiles, PCs, and even desk phones. You can then associate the calls with existing tickets or create new ones.

Landing Pages and Web Forms

Zoho Desk seamlessly integrate with your landing pages and web forms, so there will be no missed opportunities fall through the cracks. Large and small business owners can finally have a service tool that will scale with them.

Automation and Workflows

Ticket Assignment

Ensure that every ticket is automatically assigned to an appropriate agent.

Notification Rules

Inform customers and agents automatically about progress made on their tickets.

SLAs and Escalations

Maintain service levels and escalate violations automatically

Workflows

Write rules to update fields, send alerts, add tasks, and perform actions.

From Ideas to Actions. Together We Make It Happen.

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Management Reports and Dashboards

Use detailed reports to understand your team's performance. Built-in dashboards help you track and improve your service using the most common metrics. Get additional statistics by creating your own reports as well.

The Agent Scorecard tracks all agent performance parameters, such as average response time, customer happiness, ticket traffic, and expertise. All of this is displayed in a single screen, along with agent information and current availability.

Great Customer Service Can Be Your Competitive Advantage