The CEO's Office just got ultra-responsive.
Why help desk software?
It's imperative to have an accessible mode of communication, because everybody will write in. Just a few common cases are:
- Managers reporting in with status updates
- Admin and HR teams seeking approvals
- Employees writing directly to the CEO with ideas or grievances.
- Messages from people outside of the organization, like partners or customers
Every message requires a different level of involvement and prioritization, so it takes a great deal of time and effort to organize and respond to them. This is where good help desk software comes in, with a host of tools to organize and even automate this process.
What are the features you should look for?
Go beyond an email inbox
Connect the Office's email address with Zoho Desk and everything else happens behind the scenes. Desk helps sort all the interactions based on time due, priority, and CRM status, rather than leaving them in a cluttered inbox. Your recipients will think it's plain old email, and won't even realize there's a help desk app doing its magic.
Multichannel communication
However, a CEO's office has to manage hundreds of interactions from other channels, like telephone, live chat, and social media. Desk collates and organizes communication from all of these channels on a single tab. Being able to see and reply to all these messages from one place helps improve response times and reduces confusion.
Prioritize, automatically
Each ticket that is received comes with a deadline that the CEO didn't set. Some are urgent and need immediate responses, while others require time for detailed analysis. Ticketing software like Zoho Desk helps organize these tickets based on priority or time due, automatically.
Acknowledge every message
The tickets you receive can be from employees, vendors, regulatory bodies, shareholders, media personnel, and sometimes customers as well. While each of them require different solutions, simply acknowledging that you've received their message sends them instant reassurance.
Doing this for every ticket, every day can be an uphill task. Using a help desk software, however, helps you automate this step with rules that get triggered as soon as a ticket is created or received. You can customize the acknowledgment message for different accounts and departments, too.
Answers that go out on time
The tickets that you receive require accurate responses and resolutions, within a certain time frame. SLAs help ensure that tickets are answered and closed without exceeding these time frames. Zoho Desk helps you set up time-based, multi-level escalations to make sure issues that are past due get handled quickly. Desk also provides time-based data, so you can improve response times.
Canned responses
While some tickets require careful, well-thought-out answers, some are commonplace questions and can be answered using template responses. Using a ticketing system helps you set up these customized templates, so responses can be sent out with just a click.
Smart keyboard shortcuts
With so many interactions to manage, time is of the essence. Zoho Desk comes with smart response shortcuts that you can use to fill in commonly used phrases in every ticket thread. This helps the CEO's office save time typing out responses and get to the point faster.
Cross-functional collaboration
For government queries, the CEO's office works with the legal department. For media inquiries, the office works with the PR team or the marketing team. For customer inquiries, it works with the support and sales teams. For a team that works with so many other teams, it's imperative to have streamlined communication channels to minimize confusion.
With Zoho Desk's team collaboration features, the CEO's office can tag teams or members from other departments within a ticket and leave private comments in the ticket thread. They can also use the Team Chat feature for individual conversations or post announcements on the Team Feed. Overall, these collaborative features preserve context and ensure more accurate responses.
Answer tickets on the go
Zoho Desk has iOS and Android compatible mobile apps, through which the CEO's office can create, reply to, reassign, and collaborate on tickets to reach faster resolutions, no matter where they are. They can also see the customer's CRM info within the app with the Zoho CRM integration.
Go beyond an email inbox
Connect the Office's email address with Zoho Desk and everything else happens behind the scenes. Desk helps sort all the interactions based on time due, priority, and CRM status, rather than leaving them in a cluttered inbox. Your recipients will think it's plain old email, and won't even realize there's a help desk app doing its magic.
Multichannel communication
However, a CEO's office has to manage hundreds of interactions from other channels, like telephone, live chat, and social media. Desk collates and organizes communication from all of these channels on a single tab. Being able to see and reply to all these messages from one place helps improve response times and reduces confusion.
Prioritize, automatically
Each ticket that is received comes with a deadline that the CEO didn't set. Some are urgent and need immediate responses, while others require time for detailed analysis. Ticketing software like Zoho Desk helps organize these tickets based on priority or time due, automatically.
Acknowledge every message
The tickets you receive can be from employees, vendors, regulatory bodies, shareholders, media personnel, and sometimes customers as well. While each of them require different solutions, simply acknowledging that you've received their message sends them instant reassurance.
Doing this for every ticket, every day can be an uphill task. Using a help desk software, however, helps you automate this step with rules that get triggered as soon as a ticket is created or received. You can customize the acknowledgment message for different accounts and departments, too.
Answers that go out on time
The tickets that you receive require accurate responses and resolutions, within a certain time frame. SLAs help ensure that tickets are answered and closed without exceeding these time frames. Zoho Desk helps you set up time-based, multi-level escalations to make sure issues that are past due get handled quickly. Desk also provides time-based data, so you can improve response times.
Canned responses
While some tickets require careful, well-thought-out answers, some are commonplace questions and can be answered using template responses. Using a ticketing system helps you set up these customized templates, so responses can be sent out with just a click.
Smart keyboard shortcuts
With so many interactions to manage, time is of the essence. Zoho Desk comes with smart response shortcuts that you can use to fill in commonly used phrases in every ticket thread. This helps the CEO's office save time typing out responses and get to the point faster.
Cross-functional collaboration
For government queries, the CEO's office works with the legal department. For media inquiries, the office works with the PR team or the marketing team. For customer inquiries, it works with the support and sales teams. For a team that works with so many other teams, it's imperative to have streamlined communication channels to minimize confusion.
With Zoho Desk's team collaboration features, the CEO's office can tag teams or members from other departments within a ticket and leave private comments in the ticket thread. They can also use the Team Chat feature for individual conversations or post announcements on the Team Feed. Overall, these collaborative features preserve context and ensure more accurate responses.
Answer tickets on the go
Zoho Desk has iOS and Android compatible mobile apps, through which the CEO's office can create, reply to, reassign, and collaborate on tickets to reach faster resolutions, no matter where they are. They can also see the customer's CRM info within the app with the Zoho CRM integration.
What's the next step?
Apart from the capabilities mentioned so far, Zoho Desk offers a lot more than any other help desk system in the market. You can evaluate and compare Zoho Desk with its contemporaries, take a look at pricing plans, and arrive at a decision yourself without spending anything. It is definitely worth the effort.