Discover Zoho
Clareti are CRM, Zoho and Integration experts. A Zoho Advanced Partner with more than 20 years experince in a range of industry sectors.
Zoho Desk
Zoho Desk is a comprehensive multi department and multi lingual customer service system used by over 125,000 businesses globally as their key support tool for both external and internal support. Clareti has a number of high volume Desk users as clients.
The system is incredibly capable and has a huge amount of features built in. We will attempt to give you a flavour of what the system can offer below but if you are thinking about moving to a ticketing system for your support or are currently using an expensive alternative then contact Clareti for an in-depth discussion about your requirements and what we can offer you.
Desk brings customer conversations from every channel and organises them into one contextual workspace. Urgent or templated replies can be sent through snippets and tickets auto-assigned based on the skills of the support agent and articles suggested for ticket resolution. Key summaries are available using Zoho’s in-house AI engine Zia.
Real-time dashboards, detailed reports, customer happiness tracking, and AI that flags issues early.
Your clients can be invited to a self-branded help centre that allows them to create and track tickets, find answers in the knowledge base, join community discussions, and get instant help from an AI bot.
When a ticket is created it follows the key path below:
- Assigned
Ticket is assigned based on rules that are setup within the system. As you would expect Zoho offers an enormous range of tools in order to ensure the ticket is addressed by the right person in the right team with the right skills.
- Categorised and timed
Automatic tagging based on the context of the ticket can be enabled or workflows triggered that allows you to categorise appropriately for future reporting and complex SLAs can be associated at a granular level in order to make sure nothing is forgotten and service agreements honoured with key clients.
- Solved
Based on the ticket details help articles and potential solutions can be automatically suggested and loaded quickly into a reply to the client/employee. The ASAP widget available with Desk can also be added to your website allowing clients to self-help if they choose to do so. If an agent is involved then all contextual information from other Zoho applications such as Zoho CRM are available within the Desk interface.
- Measured
Exhaustive and comprehensive measurement of response and resolution times is possible with the built-in reporting suite and dashboards. Zoho Analytics may also be used with pre-designed or custom reports with numerous visualisations.
As you can see from this brief introduction Zoho Desk is the best and most comprehensive support tool available and is constantly being enhanced as Zoho refine it’s feature set with no additional costs to existing clients.
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