Zoho has launched Zoho Desk, the industry’s first context-aware help desk software, which was built in Tenkasi, a small town in Tamil Nadu by a team of 150.
Zoho Desk uses customer data from past interactions and from other Zoho products, like Zoho CRM and Zoho Projects, to organize tickets and present information to agents so that they can better understand a customer’s problem and resolve it efficiently.
Highlights of Zoho Desk include:
Context-aware Responses
Work Modes— Work Modes prioritize customer interactions in real-time on the basis of response due-time, priority, and customer type. This helps agents identify the tickets that need their attention right away.
Unified Response Editor— Inside a ticket, Zoho Desk provides contextual intelligence like customer information from Zoho CRM, past conversations with the customer, and suggestions on possible solutions for the issue at hand, helping agents respond to customers effectively.
Context-Aware Decisions
Headquarters— With this feature, customer service managers can monitor broad trends like volumes of interactions and customer happiness ratings, as well as finer details such as long interaction threads and recent negative feedback, all from a single screen.
Agent Scorecard— Agent Scorecard is a dashboard that shows each agent their own average response and resolution time, number of open and closed tickets, and happiness ratings earned. It helps create a culture of self-management in customer service teams by allowing agents to monitor their own performance.
Context-Aware Collaboration
Team Feed— Users can mention their colleagues from other departments in a social-network-style feed within tickets to provide them the complete context of the issue raised and collaborate with them to resolve it quickly. They can also follow specific tickets or customers to get real-time updates on both the web and their mobile phones.
Pricing and Availability
Zoho Desk is available immediately and is free up to 10 users. Paid plans begin at ?720/user/month for the Professional Edition and increase to ?1,500/user/month for the Enterprise Edition.
For more information on Zoho Desk, you can visit www.zoho.com/desk.
Location: Tenkasi
URL: Zoho Desk
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