Solutions / Customer Engagement and Support Forums

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Customer Engagement and Support Forums

The best customer support experience starts at your website-and if it is really good, it ends there too!

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Customer Engagement and Support Forums

Great customer support is an essential ingredient for a successful business. But contrary to what you might think, providing a great support experience to your customers doesn′ t have to mean setting up an expensive call center operation. Instead, it needs to start at your website, where you can provide a great experience to those seeking a little help, while at the same time managing your support costs.

But support does not end with you. In fact, you'd be surprised how many customers know more about your own product that your own staff does. Let your customers help out each other. Engaging your customers this way is one of the easiest ways to build customer loyalty.

Go beyond traditional customers support - make it social and engage your customers with Zoho Discussions. Interact directly with your customers, but also allow your customers to support each other, while you improve their experience and stay in control of the conversations happening around your brand, products and services.

Branding and SEO settings

Accessing your community using your own URLs is an important aspect of branding. In addition to domain mapping, Zoho Discussions also offers customizable friendly URLs for forums, sub forums, topics, filters, activities and user profiles. Apart from improving intuitive access, some of these links are also embeddable where you want.

Zoho Discussions also offer SEO options to help improve the way your content is seen by search engines.

Topics Types to differentiate

Your customers think natively as "I need to report this problem" or "I have an idea" or "I want to find an answer for". Zoho Discussions lets you classify topics into these intuitive varieties improving intuitiveness and ease of navigation to your customers.
Intuitive topic type specific voting that makes it easy to measure the impact of the topic.

Of course, you can classify content using the traditional idealogies of forums, sub-forums and tags.

Comprehensive user management

Zoho Discussions packs a powerful, yet flexible user management that lets you go beyond traditional customers support - making it social and engaging. Interact directly with your customers, but also allow your customers to support each other, while you improve their experience and stay in control of the conversations happening around your brand, products and services.

Zoho Discussions also helps cut down on the traditional, manual effort intensive user and topic moderation by incorporating a live real time spam checking, CAPTCHA tools and throttle control mechanism.

Easy Login Options

Easy Login Options.

If you want to engage your customers, you need to make it easy for them to participate. If you want to engage employees, you want them to use their same login. Zoho Discussions support multiple login options, including Gmail and Yahoo logins, integration with your own website login and others..

Other Features

    1. User Labels

      User Labels

      User labels come in handy to indicate official responses from the company, to indicate who is a moderator of the board, or even to recognize the most frequent and valued contributors to the community.

    2. Search / Advanced Search, with drill down

      Search / Advanced Search, with drill down

      Zoho Discussions comes with a built-in powerful standard search, as well as advanced search with multiple parameters and drill-down.

    3. Feeds / Notifications (Chat, Email)

      Feeds / Notifications (Chat, Email)

      Users can stay in touch with important updates by watching an entire forum / sub forum or a specific set of "expert" users.

    1. Public / Private

      Public / Private

      Control who has access to what content. Setup exclusive user groups / beta tester / previlege customer groups right within your main community area. Zoho Discussions provides the ability to do fine grained access control - for example you can enable everyone to view the forums, while only allowing registered users to take part in the discussion. Or you can require registration for both viewing and participating.

    2. Moderation

      Moderation

      From broad sweeping moderations settings like "all guest posts will be moderated" to fine grained moderation options like moderating a single topic or user - it is all possible in Zoho Discussions.

    3. Tags and Bookmarks

      Tags and Bookmarks

      Zoho Discussions allows you to follow any user / customer - thus helping you keep in touch as well as prioritize responding to them. On forums that also choose to expose integrated chat, adding users to ones contact and interacting with them in live mode is just a click away.

    1. Add user to address book

      Add user to address book (Zoho contacts)

      Zoho Discussions allows you to follow any user / customer - thus helping you keep in touch as well as prioritize responding to them. On forums that also choose to expose integrated chat, adding users to ones contact and interacting with them in live mode is just a click away.

    2. Email to Forum

      Email to Forum

      Community users can submit a post to your online forum simply by sending an e-mail to a pre-configured e-mail address. Even this comes with throttle control basic spam detection features

    3. Multi-language support

      Multi-language support

      Support customers from around the globe in their native language. Zoho Discussions can accept user generated content in almost any language. For all system generated content, Zoho Discussions today supports English, Chinese and Japanese. We expect to expand full support to multiple languages shortly.

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