Industry experts are
excited about Zoho Desk

For many organizations, delivering great customer experiences relies on balancing human labor with automation. The best mix involves providing support people with the right information at the right time, while allowing customers the flexibility to engage in the mode of their choice,” says Keith Dawson, Research Director at Ventana Research. “Zoho Desk’s innovative approach to Blended Conversations allows companies to design advanced customer-powered interactions, and to do it at scale.

With this release of Zoho Desk, Zoho delivers a very important piece of agent assistance by enabling a smooth back-and-forth transition between digital and human agents. On top of the low code conversation builder to build cross-channel conversations, this is the most noteworthy new capability. It enables an even better human-with-bot service experience as it helps humans to fully focus on what they can best by offloading the transactional and procedural overhead that comes with every support case, to the system.

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CX is too often boiled down into big campaigns or journeys, when in reality the most impactful moments of experience happen when a customer’s expectations are met in a micro-moment of need. Zoho’s Blended Conversations empowers agents to exceed expectations by putting powerful tools from contextual customer data to meaningful ML tools to assist in offloading mundane processes at an agent’s fingertips. It does what so many organizations are working towards today: providing an exceptional employee experience so that their people can deliver exceptional experiences to customers.

The last several years have forever changed customer expectations when they interact with brands. Today's consumer, whether individual or business, expects a holistic, end-to-end, frictionless experience. Any organization that is not continually reducing customer effort in purchasing or getting support will become evermore uncompetitive in this experience-driven market. The latest release of Zoho Desk will unquestionably help organizations of all sizes meet these ever-changing expectations by integrating bots, increasing conversational capabilities, and enabling a seamless extension of service into chat-driven channels. Combined, they provide a solution framework for organizations to build and deliver a curated experience that will delight their customers and create competitive differentiation in the market.

For organizations looking to scale service departments while sustaining the quality of customer interactions, bot involvement is often a double-edged sword. Traditionally when adopting chatbots, organizations are pushed to evaluate the tradeoffs of customer experience in search of productivity gains and scalability. Blended Conversations from Zoho Desk provides a best-of-both-worlds approach that aligns with industry best practices, enabling both human agents and bots to perform aspects of a conversation they are best equipped to handle.

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Meeting customers in an environment in which they feel empowered and engaged sets the tone for a successful interaction between the customer and the brand. An engaged customer is more open to continued interactions and loyalty activities. Conversational interfaces are key to this relationship.

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