Zoho Desk

The gold standard in customer service!

Comments: Invaluable progress has been made in facilitating communication. Helping us more effectively assist and guide customers who have questions or concerns about our offerings. Because of the faster resolution of customer issues, we have also seen a rise of at least 10% in the number of new customers requesting our services.

Pros:

Currently, we're using the Zoho Desk application to aid our customers and foster deeper connections between our products and services. And in this way, we can speed up the resolution of any issues or complaints our users may have inside the service.

Cons:

If we were using an issue tracking application, the ability to drag and drop items across categories would be really helpful. To my knowledge, the ability to receive and transmit voice memos has also been introduced. What you propose is novel in the extreme.

Zoho Desk

Comments: Zoho Desk is the best for customer care as it provides the facility to assign tickets automatically. It is stable for use.

Pros:

Ticket assignment is automatically It helps to enhance the relationship with clients It is a stable tool

Cons:

Workflow is sometimes not instinctive There are limitations to living chat confusing settings

Helpful tool for management

Comments: It is better than previously used app and gets things done,

Pros:

It is optimised for initial starting business and tasks can assigned reassigned and updated, u can divide the task, categories them based upon the projects

Cons:

It has some glitches and maintenance time is little bit high

Powerful ticketing system with lots of options.

Comments: We are using the system to log all customer faults making it easy to invoice for the time spent and also as a handy knowledge base for future reference.

Pros:

I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow.

Cons:

Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members.

Alternatives Considered: HappyFox Help Desk, Freshdesk and SolarWinds Service Desk

Reasons for Switching to Zoho Desk: It had more of the features we need and we use other Zoho products so they link together quite easily.

Zoho Desk: Literally a Customer Delight

Comments: The overall experience has been good.Once we started using it, there is no need to explore any other tool. Solves our purpose completely

Pros:

Zoho Desk allows our customer support team in handling queries in a sequential manner. Being a player in the SaaS domain tickets handling and ensuring optimal productivity of agent is a challenge which gets solved by this vendor of ours. Adding to this, various integration features with different applications ensure high level of optimization and reduced TAT.

Cons:

UI/UX of the platform needs a big boost up. Various shortcut icons and analytics can be improved.