Zoho Desk

What differentiates Zoho Desk from other similar products?

Zoho Desk provides an affordable ticketing solution that includes a feature packed knowledge base solution. They have attempted to incorporate AI assistance, but that still needs a bit of work. They do leverage a decent dialog flow option for directing customers to the knowledge information before reaching out to talk with an agent. That has been helpful. Desk also provides a number of limited "Light Agents" to provide limited access tickets and information. Zoho Desk offers a variety of reporting and analytics tools that help track key performance indicators. Reporting can also be enhanced utilizing Zoho Analytics.

What is your favorite aspect of this product?

I really like the knowledge base options that Zoho Desk provides. The documents and articles are presented in a professional manner to our customers and the search capability is good. I like that Zoho Desk integrates well with other Zoho applications like Zoho CRM and Zoho Projects. There is minimal effort to link the applications. We are hoping that the ability to set up a communication and dialog flow will be very beneficial. We are in the beginning stages of this right now and it does look promising.

What do you dislike most about this product?

Although the integration with the other Zoho apps is built in, there are limitations with linking data. I would like to see a more robust set of default linking, including custom fields. Non default data integration is still possible with other methods, like custom functions.

What recommendations would you give to someone considering this product?

Determine the right license level for you. We went with the enterprise level to take advantage of some key features. Build and develop the knowledge base with existing documentation. It is pretty simple to turn your library of support documents into a very good, customer facing, online knowledge base. Identify those internal only documents and provide access to the internal team and get them to use the knowledge base too. One last thing is that Desk normally comes with a number of "Light Agent" user licenses. Give access to the Desk information and tickets to other, key departments and improve collaboration and communication.

What differentiates Zoho Desk from other similar products?

Unparalleled ability to effortlessly manage the ever growing customer base

What is your favorite aspect of this product?

Ability to reach the customers with custom, curated responses, tickets can be customized and automation can be implemented

What do you dislike most about this product?

The implementation can be cumbersome and the initial learning curve is huge

What recommendations would you give to someone considering this product?

If you don't mind the time it takes to get used to the system, this is the perfect product for you.

What differentiates Zoho Desk from other similar products?

Zoho Desk is a customer service and ticketing system that comes highly recommended from me. It's simple and straightforward, so my team has no trouble using it to browse and handle consumer concerns. We've been able to enhance productivity and optimize our processes because to the platform's many useful features, such as automation and the ability to connect with other Zoho apps. In addition, we find the customer service personnel to be quick to respond to our inquiries and helpful in solving any problems that may arise. In conclusion, Zoho Desk is an excellent option for any company that wants to boost its customer care procedures.

What is your favorite aspect of this product?

Using Zoho Desk an exceptional customer support platform, has really increased our productivity, and we couldn't be happier with it. The automated features are great, and they let us deal with a high volume of support inquiries with ease. The platform's ability to consolidate responses to consumers' inquiries from several channels, such as email, live chat, and social media, is particularly useful. The platform's user interface is also quite straightforward, which has facilitated the platform's adoption by our staff.

What do you dislike most about this product?

While there are a lot of ways to make the platform your own, it's not as adaptable as other customer service systems, especially not open-source ones or more sophisticated ones. Furthermore, there is not much support for integrating with other apps.

What recommendations would you give to someone considering this product?

Zoho Desk has been a great asset in helping me organize my customer service staff and provide better assistance to our clientele. An easy-to-navigate interface that has helped me get more done in less time. It will soon be necessary to modernize our support and ticketing system. Except for that, I think it's a fantastic resource for our company, and I wouldn't hesitate to promote it to other companies.