Doesn’t matter if your business is small or a fully operationalized enterprise, customer expectations are always there. They demand rapid support which becomes complex when it comes to rationalize and provide even customer support to all the customers distributed across borders. This challenge is a result of different time zones of regions where customers are located. To cope up with it, companies are investing in self-service solutions. Zoho Desk provides complete assistance to customers through optimized customer support.
What is Zoho Desk?
It is a self-service customer support service platform that helps businesses improve agent productivity, manage the processes of cross-functional services, increase customer satisfaction, and promote the environment of self-service without compromising any aspect of customer experience.
Zoho Desk provides diverse capabilities and benefits to businesses that are directly or indirectly connected to the success of the business. It provides tools that ultimately help build an extensive knowledge base and give excellent customer support to the customers located in different regions of the world. One of the bulge out features of the Zoho Desk self-service module is the use of AI knacks.
Read: Zoho SalesIQ – Hitting the Nail on the Head
Roles of Zoho Desk
Zoho Desk covers a wide range of aspects that are connected to successful customer support service. It acknowledges that a little discrepancy can lead to a negative result for the business. To curb, Zoho Desk plays a critical role in streamlining the customer support service for the customers across the globe. Some of the key roles of Zoho Desk are below:
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1. In-house Agent Productivity
In any business, customer support agents play a critical role in establishing a brand image in the market. They are directly in contact with the customers and address their concerns. To the aspect of increased customer satisfaction, a customer agent must be rational when it comes to providing excellent customer support. It is clear that enhanced customer support creates a persona in the mind of customers about the quality of the service or product. The following are some features of the in-house agent productivity through activation of the self-service module:
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- Agents feel relieved as they do not need to manually answer the queries of customers.
- Customers feel satisfied when they solve the issues on their own without any help from an agent.
- Smooth customer interactions can be ensured in order to make the solutions highly accessible.
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2. Efficient Complaints Handling
It is the expectation of every customer that the customer support center would address the complaints of customers efficiently without any delay. Quick assistance to customers contributes to enhanced customer satisfaction. This adds to the brand value and paves the road for salespeople to onboard the clients easily.
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3. Support Process Management
Customer support includes some processes that are followed in order to make the process of customer service highly streamlined. For instance, the very first step of support process management is the training of agents. It corresponds to delivering complete knowledge to customers about the usage and functions of the software.
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4. 24/7 Support without a Global team
A unified interface consists of all the customer data consolidated in one place. A 24/7 customer support makes it highly streamlined for the business entities as well as the customers to get issues resolved easily. A fully automated system compares the volume on every ticket. The one that has more volume, more agents can be assigned to that channel for smooth results. Also, the tickets can be analyzed all the time to make sure what is the volume of tickets and how they should be managed.
Also Read: Zoho People – One Stop Solution to Simplify the Human Resource Management System
Zoho Desk Capabilities
Zoho Desk provides a wide range of capabilities to businesses that do not only help businesses gain firm grounds in the relevant markets and make sustainability ensured for a longer period of time. Some of the high-end capabilities of Zoho Desk include:
Workflow Automation: It is crucial for businesses to ensure a seamless workflow by automating regular business processes. For instance, it helps eliminate the manual work that used to be highly time-consuming, overwhelming, and most importantly, inefficient. To mitigate the risks and ensure excellent customer support, Zoho Desk can be employed in such a way that it automates the entire business workflow and increasing the productivity of the organization.
Easy Actions Management: Easy software handles tend to be more convenient for agents to operate. Zoho Desk makes the process of data management highly convenient by introducing a drag and drop feature in which the actions could be performed by just playing with the elements of the software. The multiple steps in the blueprint thus make action management a highly convenient process.
Customized Processes: The blueprint in the Zoho Desk makes it possible for the agents to provide customized processes to customers to make them according to their interests and expectations. The blueprint makes the process highly streamlined by allowing them to get the design of their choice without any trouble.
Training Process: Whenever a business hires a new agent, the very first step is to train him about the process and dynamics of the modules. Instead, a blueprint can be shared with the new hires to help them understand the processes through actions.
Also Read: The role of Zoho CRM in Workflow Automation and Ensure Influential Business Performance
Techloyce provides complete assistance to all sizes of businesses with training, support, implementation, and integration of Zoho Desk into their system. Our certified experts are trained in determining the business needs and providing them highly tailored services accordingly. Zoho Desk is an advanced solution for businesses to mark their identity in the market. Techloyce provides full support of Zoho Desk to business for customer support automation.
