Each business is different in its own way. Likewise, each customer is different in his/her own way. A single all-encompassing customer support approach might not really hold good in real life. That’s one of the trickiest things in managing a customer support helpdesk.
There’s the customer who gives you so much of revenue directly. Then, there’s the customer who refers so many new customers to you. There’s also the customer who needs a little more help from your side. Oh, and there are many more kinds as well. How do you keep an eye on each of them and serve them differently, every single time?
We’ve finally solved that puzzle. Or, so we think. Zoho Support now has the next level of customization in workflows. You can create request-driven workflows for specific accounts or contacts imported from Zoho Support into Zoho CRM.
So, if Bob is your high-net-worth client, his request gets handled in a certain way. If Tracy is your hot prospect, her request gets handled in a different way. For Example: Bob’s requests can send an e-mail alert to your helpdesk supervisor and Tracy’s can be assigned to one of your senior support representative. You can as well handle, different requests from the same person in different ways.
These are just dead-simple examples. There are so many ways in which you could use this feature to your advantage.
To set this up, you can simply follow the usual steps to create a workflow. But remember to choose your desired field under contacts or accounts, while creating a workflow rule for requests.
George S Patton once said “Always do more than is required of you”. We believe in exactly that. And, with this feature, we hope you’d believe in the same for your customers as well.
Do give it a spin and tell us what you think about it. We’d love to hear from you.