Overview
NOOA Brasil chose Zoho Desk to streamline their ticketing process, provide customer support in their native language, and seamlessly integrate with WhatsApp for more efficient multichannel communication. As a result, they saw a 30% increase in productivity.
The company
NOOA Brasil is a agribusiness that focuses on making productive and balanced Brazilian lands using sustainable organic technologies. They aim to share relevant knowledge about agriculture with the rural producers to create the optimal soil conditions for healthy and productive plant growth. Founded in 2023, they serve over 1,000 customers and work diligently to restore the environment to its original state.
The challenge
NOOA Brasil were looking for a system that offered practicality, traceability, accessible support in their native language (Portuguese), and seamless integration with other applications or systems. Most importantly, they wanted a comprehensive solution that wouldn’t require purchasing separate modules to access essential features.
Before Zoho, we used Zendesk, a complex platform that didn’t meet our company’s needs. Accessing support was difficult, the experience was poor, and the prices were exorbitant. We were stuck using a very basic version of the platform because everything was sold separately at high prices, which eventually led us to seek out a more effective solution. That's when we discovered Zoho Desk. Zoho Desk better aligns with our requirements, and this was the key factor in our decision to switch. It’s user-friendly, affordable, and offers support in our native language.
NOOA Brasil worked with a Zoho Premium Partner, Webpeak, who analyzed their business processes and recommended Zoho Desk. They also configured Desk to meet their business requirements. Bianca expressed her appreciation for the Webpeak team's attention to detail and overall performance in catering to the needs of NOOA Brasil.
Webpeak was very attentive to our questions throughout the process. The migration was quick, and we were able to export all the information we had stored in Zendesk in just 20 days. Even after the migration was completed, the Webpeak team remained easily accessible and responsive to any questions that came up. Webpeak was a key partner in our system transition and played a crucial role in our decision to move to Zoho. Their readily available support made all the difference, especially after our previous experience with Zendesk, where we felt significantly underserved.
The solution
Migration from Zendesk to Zoho Desk
The migration of NOOA Brasil's data from Zendesk to Zoho Desk was done using Zwitch, which is Zoho's official tool for transferring data from platforms like Zendesk in a secure and automated way. We chose to use Zwitch because it allows us to migrate not only tickets but also contacts, agents, comments, and attachments, maintaining all relationships between data and the complete service history. Zwitch simplifies the entire process and significantly reduces the risk of data loss or mapping errors.
Workflow-based ticket assignment for smoother resolution
The assignment rules for NOOA Brasil were set up to ensure that tickets would be automatically routed to the appropriate agent or department based on defined criteria such as category, source channel, and request type.
To achieve this, the team leveraged Zoho Desk’s assignment automation to implement the following key rules:
- Ticket category assignment: Depending on the category chosen by the agent or the automation, the ticket is directly assigned to the appropriate team (Technical Support, Finance, Operations, etc.).
- Priority assignment: Tickets with high priority can be redirected to specific agents with more expertise or availability to ensure that they are resolved quickly.
- Keyword-based assignment: If the ticket title or content contains specific keywords (such as “billing,” “installation,” etc.), the automation routes the ticket to the department or agent responsible for that type of request.
These assignment rules make the team's workflow as agile as possible, with minimal manual intervention. This helps agents optimize their use of time and ensure that tickets are handled by the right department from the start.
Blueprints to Prevent Communication Breakdowns
During ticket processing, Blueprints are applied to standardize steps such as "Received," "In Process," "Waiting for Customer," and "Resolved," with mandatory validations to ensure agents cannot advance the process without recording important actions. This prevents forgetfulness and communication failures.
If the customer does not respond within a specified time, the workflow triggers an automatic reminder. If the ticket remains unresolved beyond the expected timeframe, it is escalated to notify the team leader.
Custom functions to resolve customer queries swiftly
The custom functions created for NOOA Brasil in Zoho Desk were distributed by department, according to the operational needs of each team. In Technical Support, for example, a function was developed that automatically changes the ticket status to "In Service" as soon as the customer responds, which prevents the call from remaining stuck as "Waiting for customer". A function was also created that calculates the agent's response time and records this value in a custom field for SLA monitoring.
Conversion of WhatsApp messages into support tickets
NOOA Brasil integrated Zoho Desk with WhatsApp using the Instant Messaging Feature in Zoho Desk. We connected WhatsApp via a Zoho-approved BSP in Zoho Desk's Instant Messaging settings to bridge the company’s WhatsApp number with the Zoho Desk call center. This integration turns every message received on WhatsApp into a ticket within Desk, allowing agents to respond directly through the platform, with the entire history recorded.
Ticket layout to simplify the process for agents
When customizing the ticket layout for NOOA Brasil, sections and fields were organized so that each department could only see the information relevant to their service flow. This involved creating custom fields specific to each type of request, reorganizing sections to make them easier to read and fill out, and using conditional layout rules to display or hide fields based on status, source channel, or service type. Adapting the layout to the context of the ticket reduces visual complexity for agents and ensures greater accuracy in filling out information.
Zoho Desk mobile application
Zoho Desk mobile application is great, with the same performance as on a computer. It's very practical for agents who aren't always in the office. It made me feel very confident about my service since I can work from anywhere without delaying the customer's response.
Tracking metrics using Zoho Desk dashboards
NOOA Brasil uses dashboards in Zoho Desk to monitor support performance and ensure that SLA, ticket resolution, and customer satisfaction targets are being met. Dashboards provide real-time insight into team performance and allow for quick adjustments as needed.
Some of the key metrics that NOOA Brasil tracks through dashboards include:
- Open and closed tickets: Track the number of open, resolved, and pending tickets to ensure that the workload is balanced and resolution times are efficient.
- Response and resolution time: Measure the average time it takes for agents to respond and resolve tickets, comparing them to defined SLAs.
- Customer satisfaction: Satisfaction metrics such as CSAT (Customer Satisfaction) or NPS (Net Promoter Score) ratings to understand how customers are evaluating the service.
- Tickets by priority and category: View how many tickets are in each priority level and category (such as technical, finance, etc.) to identify departments or functions with higher demand.
- Agent workload: Monitor the number of tickets assigned to each agent to balance the workload and identify if any agents are overloaded or underworked.
Dashboards have become an essential tool that allows NOOA Brasil to maintain a clear view of the support team's performance and make informed decisions to continually improve customer service.
Benefits & ROI
We use Zoho Desk to manage all of the company’s requests across our various communication channels. We trust the platform completely. So far, every feature we’ve used has met our needs and performed reliably. Additionally, Zoho Desk is highly cost-effective when compared to Zendesk. The cost per ticket borne by us while using Zendesk was R$ 7,55. After switching to Zoho Desk, we saved 35% in licensing costs. Beyond that, we also experienced a 30% increase in team productivity. We consider this a significant win.
According to NOOA Brasil, Zendesk did not have a robust follow-up system and also lacked integration with multiple channels like WhatsApp. The unified approach in Zoho Desk has significantly reduced their communication gaps and enables better tracking and follow-up of requests.
- Industry typeAgriculture
- Employees201-500
- Type of businessB2C
Looking forward
NOOA Brasil is also considering implementing Zoho CRM to support their sales operations, inspired by the highly positive experience they've had with Zoho Desk. A proposal has already been submitted to the board of directors for further evaluation and approval. The company's strong relationship with Zoho is already contributing to its successful growth every day.
Share Your Zoho Desk Success Story!
Complete a quick survey, and we’ll get in touch with you soon.
Submit your story