Zoho Launches Industry's First Context-Aware Help Desk Software

PLEASANTON, Calif.-- Zoho today launched Zoho Desk, the industry's first context-aware help desk software. Zoho Desk uses customer data from past interactions and from other Zoho products, like Zoho CRM and Zoho Projects, to organize tickets and intelligently present information to agents so they can better understand a customer's problem and resolve it efficiently.

“Every interaction with a customer is an opportunity for a company to grow," said Raju Vegesna, chief evangelist of Zoho. “With Zoho Desk, we aim to provide companies with the context, understanding and tools to focus on improving customer happiness with every interaction. Until now, most help desk products have basically looked and functioned like an email inbox. With Zoho Desk, we have completely rearchitected the help desk product and are providing levels of detail and functionality that are unmatched in the industry.”

Zoho Desk helps companies deliver the right answer at the right time. Its clean user interface packs innovations like Work Modes that help agents send context-aware responses, the Headquarters dashboard that provides managers greater visibility and enables them to be more impactful, and the Team Feed to help the entire company participate in customer service.

Highlights of Zoho Desk include:

Context-Aware Responses

Work Modes — Work Modes prioritize customer interactions in real-time based on response due-time, status, and customer type. This helps agents identify the tickets that need their attention right away.

Unified Response Editor — Inside a ticket, Zoho Desk provides contextual intelligence like customer information from Zoho CRM, past conversations with the customer, and suggestions on possible solutions for the issue at hand, helping agents respond to customers effectively.

Context-Aware Decisions

Headquarters — With this feature, customer service managers can monitor broad trends like volumes of interactions and customer happiness ratings, as well as finer details such as long interaction threads and recent negative feedback, all from a single screen.

Agent Scorecard — Agent Scorecard is a dashboard that shows each agent their own average response and resolution time, number of open and closed tickets, and happiness ratings earned. It helps create a culture of self-management in customer service teams by allowing agents to monitor their own performance.

Context-Aware Collaboration

Team Feed — Users can mention their colleagues from other departments in a social-network-style feed within tickets to provide them the complete context of the issue raised and collaborate with them to resolve it quickly. They can also follow specific tickets or customers to get real-time updates on both the web and their mobile phones.

Pricing and Availability

Zoho Desk is available immediately and is free up to 10 users. Paid plans begin at $12 per user, per month for the Professional Edition and increases to $25 per user, per month for the Enterprise Edition. For more information on Zoho Desk, please visit www.zoho.com/desk.

Additional Zoho Resources

About Zoho and AdventNet

Zoho is THE operating system for business - a single cloud platform with all the necessary applications to run a business entirely from the cloud. Businesses can acquire and manage customers using Zoho's marketing, sales and customer support applications - Campaigns, CRM and Desk - and can then empower employees to create, store and distribute content on the cloud with Zoho's productivity and collaboration applications - Office, Mail and Docs. Additionally, businesses can run their own operations on Zoho's finance and human resources applications - Books, People and Recruit.

More than 20 million users around the world across hundreds of thousands of companies rely on Zoho every day to run their businesses - including Zoho itself. A business can choose to run the entire Zoho suite or just a single application. Zoho applications are available directly through zoho.com, or through an ecosystem of hundreds of worldwide Zoho partners.

Zoho is a division of Zoho Corp., a privately-held and consistently profitable company, with more than 4,000 employees. Zoho is headquartered in Pleasanton, CA with international headquarters in Chennai, India and offices in Austin, London, Yokohama, and Beijing. For more information, please visit https://www.zoho.com.

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