Zoho Desk

About

Zoho is a technology company that makes web-based business tools and is best known for the online office suite offering, Zoho Office Suite.

As part of its suite they offer web-based help desk software. The Zoho Desk system provides customer support software with features such as email ticketing management, real-time insights, automations, and reporting and analytics.

They also offer a free plan which hosts up to 3 agents which is ideal for small customer service teams.

Features

Multi-channel Support Ticketing System – Manage your customer conversations across multiple channels such as email, chat, phone, social media, and your website. You can respond and perform follow-up activities from the dashboard.

Real-time insights – The Zoho Desk dashboard lets you quickly see essential metrics, like ticket traffic and customer satisfaction ratings. You can get insights into team’s performance and managers to see when metrics are trending downwards and intervene.

AI – Your subscription gives you access to Zoho Desk’s AI-powered support assistant that chats with your customers. The assistant can also identify the sentiments behind every ticket, and pull up relevant solutions from knowledge base articles.

Personalisation – Maintain your brand identity by personalising all communication with customers. You can also create a customised knowledge base with help articles and list FAQs.

SLAs and workflows – Zoho Desk allows you to set SLAs, or Service Level Agreements, to highlight which tickets need immediate attention and to ensure no tickets go unanswered.

Automations – Automate day-to-day tasks so your staff can focus on complex queries that need agent intervention. You can set up automatic assignment rules, create Service Level Agreements to escalate issues and set notification rules to keep agents and customers updated about their issues’ progress.

Reporting and optimisation – Get information about the performance of your customer service department. Managers and supervisors can track ticket load on the customer service team, turnaround times and resolution rate of each member of the team.

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Pricing

There are four packages to choose from.

All packages come with the following standard features:

• Email Ticketing
• Customer Management
• Help Centre
• Private Knowledge Base
• Predefined SLAs
• Macros
• Multi-language Help Desk
• Mobile Apps
• 24×5 Email Support

Free – All basic features (3 free agents)

Standard – R180 (per agent)
All Free features plus:

• Social & Community Channels
• Product-based Ticket Management
• Help Center Themes Gallery
• Public Knowledge Base
• SLAs & Escalations
• Workflow, Assignment & Supervise Rules
• Customer Happiness Ratings
• Reports & Dashboards
• Work Modes for Tickets
• Marketplace Extensions & Integrations
• ASAP – Embeddable Self-service
• 24×5 Phone Support
• Add-On (R75/Light Agent/Month)

Professional – R300 (per agent)
All Standard features plus:

• Multi-Department Ticketing
• Team Management
• Telephony
• Automatic Time Tracking
• Multilingual Knowledge Base
• Blueprint – Basic Process Management
• Round Robin Ticket Assignment
• Agent Collision
• Tasks, Events & Call Activities
• Ticket Templates
• Private Marketplace Extensions
• SLA Dashboards
• Ticket Sharing
• Mobile SDKs
• 24×5 Chat Support
• Add-On (R75/Light Agent/Month)

Enterprise – R525 (per agent)
All Professional features plus:

• Live Chat
• Zia – Artificial Intelligence
• Help Center Customization
• Multi-brand Help Center
• KB Auto-translation
• Advanced Process Management
• Custom Functions
• Multi-level IVR
• Global Reports & Dashboards
• Scheduled Reports
• Contract Management
• Validation Rules
• Layout Rules
• Field Watching
• Multiple Business Hours & Holidays
• Role-based Data Sharing
• 50 Light Agents
• Add-On (R75/Light Agent/Month)

Pros

Lots of package options to choose from.

Cons

Steep learning curve for new team members.

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