Overview
Zoho Desk is an online customer service help desk software for happier customers, empowered agents, and healthier businesses.
Zoho Desk , the cloud-based customer service software, helps businesses manage customer support through a centralized ticketing system, handling inquiries from email, chat, social media, and phone in one place, with features for automation, AI assistance, knowledge base management, and analytics to streamline support and improve customer satisfaction for businesses of all sizes.
Zoho Desk is thoughtfully designed to help your customer service teams deliver quality service everyday, effortlessly.
Zoho Desk powers faster issue resolution, boosts customer retention, and enhances overall customer happiness.
Benefits
- Unified Multichannel Support: Manage customer interactions from email, chat, social media (Facebook, Twitter), phone, and web forms in one place, preventing missed requests.
- Automation & AI (Zia): Automate repetitive tasks like ticket assignment, tagging, and responses. AI helps agents find answers quickly and handle more complex issues.
- Increased Agent Productivity: Features like macros, snippets, canned responses, and collision detection (notifying when another agent works on a ticket) reduce handling time and improve focus.
- Customizable Workflows & Blueprints: Design end-to-end processes for consistent service delivery and tailor the platform to your specific business needs.
- Powerful Analytics & Reporting: Gain data-driven insights into support performance, customer pain points, and trends through customizable dashboards and reports.
- Customer Self-Service: Build multilingual knowledge bases and help centers, empowering customers to find answers themselves, reducing support volume.
- Seamless Integration: Connects deeply with other Zoho apps (like CRM) and third-party tools, creating a unified business ecosystem.
- Scalability: Easily manages growing support needs, adapting from small businesses to larger enterprises.
- Mobile Accessibility: Offers mobile apps for agents to stay productive on the go.
Key Features
- ✓ Mobile User Support
- ✓ Customization
- ✓ User, Role & Access Management
- ✓ Integration
- ✓ Reporting
- ✓ Dashboards
- ✓ Ticket Creation User Experience
- ✓ Workflow
- ✓ Automated Response
- ✓ Customer Portal
- ✓ Email to Case
- ✓ Live Chat Support
- ✓ Social Media Integration
- ✓ Make & Receive Calls
- ✓ Knowledge Base
- ✓ Searchable Articles
- ✓ Community Forums
- ✓ Mobile Optimization
- ✓ Personalization
- ✓ Branding
- ✓ Artificial Intelligence
- ✓ Integrations
- ✓ Pop-up Chat
- ✓ Notifications
- ✓ Targeted Emails
- ✓ In-App Messaging
- ✓ Co-Browsing
- ✓ Conversation Archiving
- ✓ Lead Development
- ✓ Scours Brand Mentions
- ✓ Support Tickets
- ✓ Templated Responses
- ✓ Email support
- ✓ Surveys
- ✓ Track Visitor Activity
- ✓ Help Desk
- ✓ Database Management
- ✓ Data Workflows
- ✓ Issue Management
- ✓ Uptime, Performance, and Reliability
- ✓ Policies and Controls
- ✓ Data Governance
- ✓ Compliance Standards
- ✓ Perform IT audits
- ✓ Risk Data Attributes
- ✓ Data Transport
- ✓ Access Management
- ✓ Multi Factor Authentication
- ✓ Communications Strategy Development
- ✓ Create Content
- ✓ Personalization
- ✓ Inbound Identification
- ✓ Regulatory Compliance
- ✓ All-Employee Access
- ✓ Supporting Documents
- ✓ Two-way Communication
- ✓ Priority Case Alerts
- ✓ Trend Analysis
- ✓ Performance Monitoring
- ✓ Intelligent Search
- ✓ Customer Support Suggestions
- ✓ Decision Trees
- ✓ Generative AI capabilities
Details
Best For
Deployment
Platforms
Support & Training
Support Options
Training Resources
Media
Related Software
Write a Review
Please log in as a customer to submit a review.
Login