Zoho Desk is the award-winning, context-aware help desk software along with multichannel capabilities. Zoho Desk packs advanced multi-stakeholder process management, embeddable self-service, a powerful AI assistant, and brings together all the tools and context your teams need to deliver great customer service.
|Omnichannel||Email, Telephony, Social, Customer Portals, Web forms, Live chat|
|Zia - Artificial Intelligence||With Zia, stay on top of every aspect of your customer service effort.|
|Embeddable Self-service||With the ASAP plugin, embed customer self-service capabilities to your Website and Mobile Apps.|
|Multibrand Help Center||Create a distinct self-service portal for each brand's customers.|
|Knowledge Base||Create a repository of solutions for commonly asked questions.|
|Agent Productivity||Collaborate, communicate, and secure those customer relationships|
|Automations||Ticket Assignment, Workflow, Layouts, SLAs & Escalations.|
|Blueprint||Manage complex cross-functional service processes efficiently.|
|Marketplace and Platform||Use extensions to embed interactive widgets into the Zoho Desk interface.|
|Reports and Dashboards||Use detailed reports and dashboard visualisations to monitor your team's performance.|
|Time Tracking||Keep track of time spent on every ticket and task.|
|Security||Balance between protecting customer data and giving your team enough flexibility|
|Developer Platform||REST API, Widgets, Web and Mobile SDK, Custom Functions.|
|Mobile Apps||With the Zoho Desk app for iOS and Android, agents can catch up, collaborate and provide top-notch customer support, wherever they are.|
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What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.
Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy. Zoho has an excellent suite of products and this one is no exception! Easy to use (the basics at least). And, it's very inexpensive.
Previous to using Zoho, we were managing all our CS in our email inbox. We used Zoho Desk when starting out when we needed a way to manage customer support outside of email. Zoho Desk is a basic customer support software - great that there is a free version for starting out.
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