Zoho Desk Overview: Cloud-Based Customer Service

Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key features include customer support tickets, a customer support portal, contract management, and report creation. The solution collates interactions from various media such as email, phone, chat, social media, a self-service portal, forums, and forms and presents them in one place.

A web-based help desk software like Zoho Desk can give you the ability to manage your customer support activities efficiently. In addition to the key functionalities to manage tickets, offer multiple channels for support and service, provide easy branding and customization and essential automations like SLA and workflows, there is quite a lot more in Zoho Desk. All these put together ensure that you give great customer support experience.

Key Features

1. Faster Implementation of Enterprise level CS solutions.
2. Supercharged Help Desk because of AI capabilities.
3. Omnichannel, Multi department and Multi Brand based help centers.
4. Social media presence.
5. Instant availability through Live Chats and Instant Messaging
6. Web Forms to gather information.
7. Community Development Features
8. Creating Knowledge Base
9. CS Agents Productivity
10. Automation of repetitive CS activities
11. Easy integration with Zoho Apps especially Zoho CRM as well as other popular Apps.
12. Reports and Dashboards
13. High level of Customization
14. Mobile Accessibility

Why Businesses choose Zoho Desk?

1. One of the biggest strengths of Zoho Help Desk is inbuilt world class AI capabilities through ZIA managing all channels of communications and interaction points.
2. Businesses can collect customer requests via phone, email, social channels or web forms and set priority to the incoming tickets. Additionally, the community forums provide your customers a platform for discussion with the ability to convert a forum post into a ticket.
3. Zoho Desk helps Businesses improve resolution time and customer service by creating an internal repository of solutions and articles that agents can refer to. This Help Desk Solution for your support teams will allow the support staff to provide appropriate solutions for customer tickets effectively.
4. Businesses can help their customers proactively before they contact your support team by building a self-service customer portal. This portal can be totally customized according to your brand's needs and includes the essential components with a comprehensive knowledge base, a community platform and a portal to submit, view, and track one’s own tickets.
5. Zoho Desk facilitates automation by sending acknowledgment emails on receiving tickets from your customers, assigning tickets to agents based on various criteria and notify customers and agents sending notifications via email or SMS.