Enable customer self-service.
Get answers to your questions (with) ASAP.
Don't make your customers go in search of answers. Instead, give them access to your Help Center from wherever they are on your website.
Embed this ASAP widget in any webpage for your customers to be able to access your Help Center, without having to switch between screens. They can access your Knowledge Base and Community, chat with an AI-powered bot or raise a ticket, all of this through a single widget!
If you can't provide your customers solutions in the moment, you can convert their question into a ticket from the same window so your agents can respond.
Here's a link to a step-by-step guide on how to enable ASAP.
Automate ticket assignment.
Now that you have enabled self-service, you will start receiving tickets from your Help Center as well as your email channel. When the inflow of tickets goes up, it's hard for you to assign them to your agents manually. That's why you need to create assignment rules.
Assign tickets based on the rate of inflow.
As your support team grows, so will your ticket load. You need to make sure that every ticket gets assigned to an agent. In this case, you can't assign tickets manually and a direct assignment rule would overload a few agents while leaving the others out.
That's why you should set up a Round Robin rule. It balances the workload of your agents and distributes the incoming tickets equally among all the agents in your team. This way, you don't leave even a single ticket unattended.
Find the step-by-step guide to setting up this rule here.
Adhere to your SLAs.
Now that you have created assignment rules, tickets will easily be assigned to your agents. Next step is to ensure that these tickets are responded to, before they're overdue.
Re-prioritize and re-assign.
When a ticket gets escalated, it goes to the notice of the higher management. When this happens, you can set up rules to change the priority of that particular ticket automatically, so the ticket owner knows to work on it promptly. Since escalations are critical, it's best to assign them to your expert agents. Zoho Desk can do that for you automatically.
Find all you need to know about setting up SLAs in Zoho Desk, here.
Keep everyone informed.
Stay updated on the progress of every ticket with email and SMS notifications.
Customize your notification templates.
Sending notifications from Zoho Desk doesn't mean you can use only our predefined templates. You can create your own email and SMS notification templates to match the voice of your brand.
Click here to learn how to set up a notification rule.
Now that you have the whole ticketing process set up within Zoho Desk, let's see how you can monitor your help desk activities, maintain reports, and gain actionable insights.
More data and better insights.
Do you feel you spend more time preparing reports than on actual analysis and decision-making? If your answer is yes, then it's time you explored Zoho Desk's Reports and Dashboards.
Keeping track of all the key parameters of your team's performance and managing your routine operations just got much easier.
Now you can find the updated metrics of your support process at your 'Headquarters' in Zoho Desk.
Monitor your performance metrics better with dashboards.
Create reports your way.
Measure your team's performance with custom reports that suit your needs at every level in your customer service effort.
Every report is unique in terms of the content, audience, and purpose, so it's important that you use the right formats to make the most of these insights.
Under the Reports module in Zoho Desk, you can create Tabular, Summary and Matrix reports.
Take reporting a step ahead with Advanced Analytics!
To foresee trends and make proactive business decisions, you need more elaborate reports which give you insights on customer service metrics that you might otherwise overlook.
With Advanced Analytics, you can create reports with more customized views and filters that fit your processes the best. All you need to do is, import data from your help desk and you're good to go.
This integration gives you a set of predefined dashboards for understanding agent performance, customer analytics, deadline compliance, the last 30 days' trend, and your overall help desk activities.
You can create different types of charts like line, bar, pie, funnel, and web. You can also customize the look of these charts and use filters to choose the fields and values of your choice.
You could also use the pivot tables to analyze data with an added advantage of sub-grouping. Play around with the filters to summarize and simplify complex data sets.
Increase sales by integrating Zoho Desk with Zoho CRM.
How often do you lose customers because you don't take the necessary steps to improve their experience? How do you ensure that you nurture every lead the right way and convert them to customers? If you are unhappy with the answers you have to these questions, then you should probably integrate Zoho Desk with Zoho CRM.
With this integration, your support agents can see all the details about your contacts, their open and won deals, products associated with every deal, the value of every deal, their Account Managers, and all the information they need, to get the complete context of their conversations.
Never lose a cross-sale opportunity.
Using the same Handshake Mode, your support agents can also view tickets from customers who have open deals. If they see any chances of a cross-sale, they can again route it to the sales team to take it forward.
And there you go! You're all set to run a full-fledged support process with Zoho Desk!
Now we recommend you explore the other sections of the Trial Room, to check out the other capabilities of Zoho Desk and see what our customers have to say about us!