Zoho Desk – AU Domain
Zoho Desk is a helpdesk platform that allows you to dramatically improve your customer service. It is a powerful tool to give your team a rich context about the customer and their requirements. It allows your team to work efficiently through the use of Knowledge Articles on best answers and next actions. These articles can be made available for agents, logged in users or publically available in your knowledge base. This also gives you an SEO boost. Allow your customers to help themselves through self service, perform batch actions to handle multiple queries at once, use AI to auto suggest the best response and see every issue and question all the way through to the finish line.
Desk allows you to handle multiple channels such as socal, chat, email and call. You can create workflow automations to handle the most frequent tasks such as getting an approval, providing a standard answer or automating the next action. It also comes with a handy mobile app so that you can manage tickets on the go.
Easily collaborate with your team breaking the work down into departments, have message allocation rules direct the traffic to where it needs to go, work in teams, @mention people that need to know or follow a ticket you are interested in. See when someone has picked up the task and get meaningful statistics about customer service levels, response times and time to resolution. This helps you to provide better customer service without corporate knowledge getting lost in the inboxes of your team. Have a central inbox to manage and track it all.
Zoho Desk integrates with Zoho CRM so that you can get the backstory on who your customer is and what their needs are so that you can surprise and delight them. Understand who they are and what they need and resolve their enquiry on the first call.