Zoho Desk - Industry’s First Context-Aware Customer Service Software
Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service and build meaningful relationships with customers. Zoho Desk brings all your teams from across departments together to give customers a truly unified customer service experience. Over 50,000 businesses around the world trust Zoho Desk to improve productivity, customer service, and ticketing process.
Features of Zoho Desk
Zoho Desk is packed with features, from ticket management, self-service, knowledge base to automation. Zoho’s customer service software helps you stay on top of every aspect of your customer service process.
Omnichannel Ticketing System
- Zoho Desk’s ticketing system helps you streamline customer support tickets across channels, brands, products, departments, and more. It helps you communicate with customers for support requests via email and phone systems with context. Improve your social media presence and be available for customers via live chat system – all in Zoho Desk.
Self-Service Portal
Zoho Desk allows you to create your own knowledge base with user community, and AI capabilities. Embed the knowledge base into your website or mobile app to help your customers find solutions quickly. Customers can submit tickets from the Help Center and even track tickets’ statuses or respond to your team’s comments. Desk Knowledge Base solution comes with SEO features so you can add keywords, meta titles and descriptions to help customers find the answers easily. Customers can even rate your Knowledge Base articles.
Workflow Automation
Desk is designed to automate your repetitive manual actions. Zoho Desk’s drag-and-drop Blueprint Builder helps you create workflows for complex cross-functional service processes. Automated workflows find these bottlenecks and help your team stay on track with each ticket. Your team can create automated workflows for email alerts, task assignments, field updates, and more for hassle-free process management.
Agent Productivity
Zoho Desk empowers your agents to collaborate better, communicate faster, and improve customer relationships. Zoho Work Modes in Desk allows team members to pick modes such as Ticket Peek, Advanced Response Editor, and Collision Detection and even organize customer tickets based on priority, due time, status, or CRM status. Zoho Desk integrates with Zoho CRM, which helps to bring your sales and support teams together and serve customers better.
Insights and Reports
Zoho Desk provides actionable insights into your team’s performance. You can track their time spent on each ticket through reports and dashboards. Zoho Headquarters is designed to help your team managers pull individual team reports, find patterns and make decisions. They can monitor vital parameters like monitoring negative feedback, customer happiness, ticket traffic, and much more. Zoho Desk even provider Radar mobile app to help your team and managers check crucial stats in real-time.
Zoho Desk Integrations
Get more out of Zoho Desk by connecting it with Zoho applications and third-party apps. Zoho provides custom codes to update Desk features. You can even search Zoho Integrations Marketplace to find extensions that enhance your customer service capabilities. You can build custom mobile apps using Desk’s SDKs and APIs.
Zoho Desk Security
Zoho Desk provides features to help you protect your customers’ data while giving your team the information they need. Control who can access data, define roles, set organization’s hierarchy, and define field-level security. ZOHO desk is also compliant with GDR regulations and laws.