ZOHO DESK
Save the world from bad customer service
Zoho provides the business owner with multiple tools to help support the client on their journey.
A few years ago, Ken Blanchard introduced the term Raving Fan. A Raving Fan describes a customer who is so overwhelmed and floored by the customer service level they received that they can’t stop telling everyone about it. In our age, I am sure that you agree that customer service is everything and companies live or die because of good and bad reviews.
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Here are a few unparalleled tools that Zoho provides the business owner to support their clients:
1) Zoho SalesIQ provides full integration with your website. That means that once your client starts a chat from your website, their profile loads up. This allows the customer service representative to know who he or she is talking to, what problems the customer faced and what solutions they were provided with. From the other side, if the customer service rep sees that the client contacted back after receiving a sales promotion email, they can guess that they client making contact because they would like to get more information about this specific offer.
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2) Zoho Desk provides a full customer service experience. Zoho desk allows your clients to open online tickets, see the existing ticket status, read the company FAQ or even get solutions while the client is typing their question, based on previously answered questions. The backend side is very powerful and allows the business to redirect tickets based on their topic. One agent can assign the ticket to a different agent with one click. As you can already guess, the automation can notify the customer service manager when tickets have been open for some time and no one has contacted them. The notification can go to the customer and tell them that their ticket is in process and can also tell the customer service manager that they need to look after the client.
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3) One of the biggest points as I have explained before, is that every client has one page and all their history in stored in one place. From one page you will have access to the clients details, emails that were sent to them, support tickets, contracts they signed, invoices they paid, etc. All from one place. That allows the customer service agent to provide the client with an amazing customer service experience.
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