Move past shared inboxes with an efficient customer service email management system
Manage and send emails that are informative yet engaging, provide service that is fast yet personalized, and equip agents to be friendly yet productive with the most efficient email ticketing system, Zoho Desk.
How can you benefit?
- Manage multiple email addresses from a single interface
- Send informative and quick, yet easy-to-follow, emails
- Never miss out on email updates
Centralize email tickets across multiple aliases in one place
Your business might offer different email addresses for each area of support like refunds, billing, sales, and more. Zoho Desk makes it easy for you to track, fetch, assign, and respond to customer service emails from one central location by converting them to tickets.
Classify tickets to focus on all that's important
Your agents receive several customer service emails in a day, but not knowing which ones to prioritize can affect your relationship with your customers. By organizing emails based on criteria like time, status, priority, and CRM status your agents are well-equipped to make effective decisions and build lasting relations.
Save time with shortcuts and automation
Typing common greetings, pleasantries, and lengthy how-to articles daily can be time-consuming, tiring, and counterproductive for your agents. With AI assistance, pre-written responses, keyboard shortcuts, and automated article suggestions they can send quick and accurate responses while closing more tickets in a day.
Personalize interactions with more customer context
First step towards crafting personalized responses is collecting and storing customer information. Effortlessly create contacts in your database with reply-to email addresses. Explore cross-sell and up-sell opportunities and compose unique responses by going through the contact information, and the customer's past interactions with your business.
Collaborate with internal and external teams
Take your customers straight to the solution instead of involving them in unnecessary email threads revolving around the solution. Send private email threads to collaborate with external partners and consultants. Use private comments to collaborate with internal teams, too.
Acknowledge and track emails effortlessly
Customers expect prompt responses while agents expect simpler ways of tracking email ticket activity. Enable timely customer responses using predefined customer service response templates, and automatically notify agents of every ticket activity with email templates.
Assign emails automatically
Your response rate and customer satisfaction levels are at stake if incoming emails are not managed effectively. Automate email assignments based on criteria like your agents' skills, workload, channel, customer preferences, and more to ensure agent and customer happiness.
Embed happiness ratings in emails
Feedback collection is as essential as resolving a customer's issues. Send feedback links automatically after every response or upon closing a ticket and get insights about your customers' satisfaction levels.