Zoho Desk Reviews

Summary: Zoho Desk is quite important software for me, I consider that this application has been optimal to develop a correct customer service system, we have correctly integrated this platform with our website, and that is the best thing we could have done, since We can serve all customers through a chat in real time, we can interact with each of them and understand correctly and what the doubt they have about most of our services. I loved the experience I had with this platform, although we had various confusion when implementing the real estate company, the support team was able to help us at all times. In addition, within the first year of use that we have been having with this platform, we consider that we have had very high benefits in the short term, we have constantly obtain customer service, in addition, this platform is also reflected by each of the mail we receive to serve customers through an inbox. This platform was the best thing that could have happened in this company, since customer service improved exponentially.

Positive: Zoho Desk has played a very important role for the totality in this company, in a station Quite complete chat which allows me to speak in real time with each of the visitors when they have a requirement, this chat allows you to send files, send links, send emojis and send messages with various text sources, this chat window so complete helps that our visitors can communicate with us much more completely. Another of the things that I like about this platform is the automated system that has for the assignment of tickets, in this way the platform will count how many agents Ay active at a specific time, and will assign several tickets to each of the agents so that customers And visitors do not have to wait long to be attended, this automated system helps there can be a correct organization in the number of tickets received. In addition, it is an application for mobile devices, which has all the necessary tools to serve customers, you can make a call from your application, as well as you can manage and visualize the amount of tickets received.

Negative: One of the main problems we faced with that platform was regarding the implementation within various computers, we noticed that the implementation process was quite complex, we did not understand very well how it worked or how we should integrate the customer service system with the other Luckily website, Zoho's team was able to offer us immediate attention and helped us implement the software correctly within the real estate company. Another of the negative things we do not have about this platform is that the free test version does not offer very complete features, you will not be able to access all the tools offered by a live chat window with customers, since the tools are very Limited in this version, in addition, you can not enjoy the automation system in the assignment of tickets, so you will have to have a payment plan to access the vast majority of functions of the platform.

Summary: I am using this to log all customer grievance, query and the resolution offered. It features online chat with customisable template. It's a complete ticketing system. It has option to integrate all your emails with which emails can be directly replied from Zoho Desk.

Positive: 1. A powerful and easy to use ticketing system which helps keeping the track of customer's point of contact, escalations.
2. It logs email/phones/chat tickets.
3.It has online chat interface which can be easily used with any website.
4. All data can be easily exported which can be further used to analyse the trend.

Negative: Mobile application is lagging in terms of functionality as compared to web view.