Insurance customer support is simpler with Zoho Desk

Resolve faster

Customers want quick solutions and expect immediate responses. A robust help center is useful, as it allows customers to use self-service tools (such as articles, FAQs, forums, and chatbots) to find answers for simple inquiries like tracking claims or renewing policies. Zoho Desk's equips businesses with a rich self-service tool kit (knowledge base, forums, live chat, and chatbots). And through ASAP, access all the self-service tools from a single location that is user-friendly, easily embeddable, and customizable.

Omnichannel support

The freedom to interact from any platform encourages trust in your clients. Zoho Desk aggregates all your communication channels—phone, email, social-media messaging platforms, live chat, or web forms—in a single interface. Your teams can manage tickets, set up departments, collaborate, and perform escalations all from a single location.

The Zoho Desk mobile app provides support teams to serve clients effortlessly even-on-the-go. Desk's Radar app offers managers the ability to track team productivity and ticket activities to maintain efficient support operations. With Instant Messaging by Zoho Desk, integrate your customer's preferred messaging apps
(WhatsApp,Line, Telegram) and share latest business trends, updates, and important alerts, such as renewal reminders and policy updates.

Smart assistance

Incorporating AI in your customer support operations results in faster resolutions and reduces agent workload. Chatbots can guide customers through processes like filing a claim, updating policy details, or checking coverage limits.

Zoho Desk's AI Zia equips your customers (chatbot embedded on your website and app) and support agents with quick responses by fetching relevant information from your knowledge base. It also helps your agents and teams help customers faster and better with its predictive and analytical capabilities.

Boost agent efficiency

Automating routine tasks frees up agents from trivial work and allows businesses to offer consistent support. Set up ticket assignment rules, turn on notifications for anomalies or ticket updates, trigger email templates to send updates to customers on ticket status. Moreover, features such as blueprints and workflows help in systematic handling of escalations and SLAs, and custom functions to trigger actions within the product or an integrated app.

Desk empowers your teams with contextual ticket views (workmodes and custom modules ) complete with interaction history and a ticket timeline, ensuring support offered is personalized and effective.

Protect customer data

Handle sensitive information with role-based access control. Assign each agent the right role and permissions, and enable or disable the Share Data with Peers option to keep your policyholder information secure. Zoho Desk is also GDPR and HIPAA compliant.

Data-driven assistance

Improve the quality of your customer support operations with data-driven insights to identify bottlenecks and understand which areas of your business need improvement. Measure client happiness (CSAT scores), generate powerful built-in reports and dashboards, or create your own customized ones such as agent availability , agent performance, ticket traffic, and many more.

More cross sell opportunities

Integrate Zoho Desk with native or third-party apps through its marketplace for seamless business operations. You can manage your high-value clients, upsell, or cross-sell right from your help desk.

For instance, integrating Zoho CRM and Zoho Desk equips your teams with important details like customer data, deal valuation, and product evaluated. Bridging the gap between sales and support teams, notifications can be set-up every time a lead raises a ticket, receives a response, or leaves a happiness rating.

If required, they can even respond to a ticket right from inside Zoho CRM.