Tired of frantically trying to look up the most recent request sent by a customer (who is on hold!)? Well, we have a solution for you, Zoho Support’s latest feature – Zoho PhoneBridge.
This feature connects your telephone system (PBX) with your Zoho Support account. You can receive notifications about incoming calls and outgoing calls. When you receive a call, key details about the customer appear in a popup on your screen. You can view the customer’s name, e-mail ID, telephone number and 4 of the recent open requests belonging to them.
The key features of Zoho PhoneBridge include the following:
Manage your incoming and outgoing calls
View the details of a contact or account when you receive or make a call
Associate calls with tickets
Enter the time spent on each call automatically
Generate reports to view the amount of time spent, by support representatives, on each call
Create multiple Zoho PhoneBridge groups to enable better customer support
Supported PBX Systems
The PBX systems that we currently support are:
This document explains how to enable the PhoneBridge feature in Zoho Support.
We would like to hear what you think about our new feature. Write to us at firstname.lastname@example.org or post a comment below.
“In Quick – out quick, nobody gets hurt” – That captures what we set out to do with our new CRM. Thanks, Gary, for noticing it.
But we must admit that was not always the case. Our old UI was pretty bad. Why? And most importantly – why and how did we fix it?
Well, traditionally we focused on the MANAGEMENT side of Sales. We were making CRM Administrators and VPs of Sales happy. Their goal is to automate the entire sales process and also get insight into their sales funnel! With our features around Customization, Role Based Security, Workflow Management, Web Forms, Reports and Dashboards and so on, that was very easy to do.
@sarahschaeff: Loving the flexibility & functionality in @zohocrm
So we were making sales execs and CRM admins happy. But what about the daily users?
The WORST UI! That’s what Meaghan said. We needed to hear that. Thanks again, Meaghan. We took that to heart.
By talking with our users, sales & marketing folks – the people who cannot live without a CRM system on a day-to-day basis – we learned what should have been obvious since the beginning:
they want to sell more and spend very little time inside their CRM. To be more productive is all they wanted. Consider your typical sales rep. Their focus is to qualify more leads, close more deals and meet the monthly sales targets. They don’t like spending time inside the CRM system and updating status.
So then we asked ourselves questions like:
- How do Sales people behave inside a CRM system? - What do they expect a CRM system to offer? - What are their CRM usage patterns?
And then we understood. We needed to provide a balance between Automation and Productivity. Our feature set was good enough to automate any business, but we had to re-design the user interface of Zoho CRM for easier navigation and data access. It should be a CRM system that helps Sales Reps to focus more on managing their customer relationships and less on CRMing.
After 9 months of iteration and iteration, the outcome of our efforts is almost ready:
So we were, understandably so, elated when we saw Gary’s tweet. We think we’re on the right track.
Here are some of the highlights of the new design:
An new, organized setup. The Setup page is better organized with all links grouped under relevant headings. It’s easier to find what you are looking for and there’s no more scrolling.
The Business Card View. Goodbye Scrolling! When clicking a contact, you’ll find the basic information at the top of the page. So, if you have a call with a contact, you do not have to hunt for details like the phone number or the account name. It’s right where you can see it.
Faster access to customer conversations Right below the Business Card view is the Notes section – which you can get to quickly during a call. And we made it easier for sales reps to enter notes. And from our very own, internal experience, usage of notes inside CRM sky-rocketed.
Those are just three examples of the many changes we made.
The public launch of the New Zoho CRM is not very far away. Meanwhile, you can start working on the new CRM, right now. We’re still fixing some details – so please let us know your feedback. Please take into account that you’ll be accessing your live DATA but with a different UI. Any changes that you make will be reflected on your “other” account – it’s just the same data, just looking at it through a different – and hopefully better – window.
Zoho Creator makes building on-the-fly business apps a breeze. And today it gets even better: Introducing subforms!
Zoho Creator users are familiar with the many fields you can include on a form. For example, we’ve had a Look Up field for a while. Lookup fields are useful when you want to associate data in one form with a single piece of data in another form.
But what happens if you want to associate one record in a form with multiple records in another form? For example, what if you have an application of students and you want to keep track of the classes they are taking? Students will be attending more than one course. That’s when subforms become very useful.
In this case, you can create a form that holds the student’s general details (i.e Name, ID number, etc), and another form that holds the course details (Course Name, Instructor, etc). Then, while on the parent form (the form that holds the student details) you’ll insert a subform field, and you can choose to insert the course details – and thus that will become the child form. Using the subform field, you’ll give the user the ability to create multiple courses for each student. Here’s a quick video that explains how to add subforms to your application.
Any new feature in Zoho Creator, comes with some Deluge Power to it. Subforms are scriptable too. When you build your app, you can add workflows and business rules to the parent form and to the subform. The subform itself is listed among the fields in the script builder. In addition, “On Add Row” and “On Delete Row” are 2 new events meant specifically for subforms. These tasks can be executed when a child record is added to or deleted from the subform.
We would love to hear what you think of this latest addition to Zoho Creator.
Today we’re taking online productivity software to the next level. Everyone else focuses on making reduced-functionality online tools. That’s not the path we’ve chosen. We want to make the best online tools. We want to make them even better than their desktop counterparts. And while Zoho Show is currently the best online presentations editor available, we are never completely satisfied.
So we’ve been working for a long time on the next release of Zoho Show. We have made it easier for users to create visually appealing presentations. We focused on making the whole process painless and effortless, and we wanted to make sure you can deliver your presentations anywhere. We’re excited to unveil the beta version of Zoho Show 3. And while there are still some kinks to iron out, it is at a stage where we’d like to open it up for people to try it out and give us some feedback.
Zoho Show is the best online productivity experience anyone has ever delivered in a browser. I’d tell you what’s new in this release vs our current one – but everything is new here.
Nobody likes slide decks full of bullet points. Zoho Show makes it very simple to create great, visually appealing presentations that will help you engage your audience. Adding effects like shadows and reflections to your online elements takes only a couple of clicks. Insert dynamic shapes that you can morph and tweak to fit your particular slide. Enhanced text and image editing gives you more creative control so you can make your slide look exactly how you want.
Some time ago we introduced our MenuTab design in our Zoho Writer service – and it makes it so much easier to get your stuff done. Now we’re bringing the MenuTab to Zoho Show. But that’s just the start. When you are trying to modify an element, now we present the choices visually and when you make a selection, we’ll apply it to the object in real-time, so you don’t have to keep guessing how your slide will look like. We’ve revamped the way we handle masters and layouts – and now you can even choose between several slide sizes to match the medium you’ll be presenting on (for example, widescreen projectors, or letter-sized paper). And now, creating flowcharts and diagrams is a breeze with our self-routing connectors.
One of the primary reasons you create a presentation is for, well, others to see it. Zoho Show makes this very simple. You can, for example, collaborate with other people while creating your presentation. But that’s not all. When it comes to actually delivering your presentation, you can do it from your laptop hooked up to a projector, or you can do it over the web. One of the nice things about Zoho Show is that you only need to give a URL to the people you are presenting to, and they’ll be able to follow along using just their browser – without having to download anything. Need to go out of your presentation and share the desktop? You can do that too! And of course you can also embed the presentation on your website for others to peruse at their own pace.
Here’s an embedded presentation about Zoho Show 3 we created with -you guessed it right!- Zoho Show 3.
But why just look at it when you can actually PLAY with it? We invite you to try our new Zoho Show 3 today. Head over to
You’ll be able to see an embedded presentation that showcases some of the new features. You can also click on Try Now to go the editor and play around with it. Please remember that you won’t be able to save any changes or work that you do in the new editor – we’re still in beta! Finally, you can also sign-up to be notified when we release Zoho Show 3 into production.
If you’ve read this far, you’ve read more than enough. You’d be better off just going and trying it!
If you’re a Zoho Sheet user, you’d be thrilled to learn how your Spreadsheet experience just got better! That’s right, Zoho Sheet just became more powerful with these two new functionalities that make complex sheet functions simpler: Array Formulas and Named Expressions. In addition to these features, we have also enhanced our STOCK() formula.
Here’s an overview of these helpful new additions:
Have you ever tried finding cells matching a particular pattern in your spreadsheet? Such as, finding the average of numbers that are greater than zero within a range of cells?
An array formula is a formula that does just that; perform multiple calculations on one or more items in an array. So you can do things which are generally not possible through the regular formulas.
For example, the Stock Portfolio spreadsheet embedded below uses Array formulas to fetch the ‘current price’ and ‘% change’ from Yahoo Finance. Learn more about how you can use
Named Expressions / Dynamic Named Ranges
Named Expressions are similar to Named Ranges except that instead of referring to a static cell, they refer to a formula. They can be used 1) to create dynamic ranges – ranges that grow as you add new data and 2) to simplify your formulas by replacing oft-repeated expressions with a named expression.
We have enhanced our STOCK() function, which is used to get stock details of a particular symbol. You can now pass a cell reference as an argument, eg: =STOCK(B6;”Price”). You can use this function in a nested formula. The behavior is now similar to a regular function.
We hope you like these new features and enhancements. Feel free to share your suggestions with us by sending an email to email@example.com or by participating in our discussion forum.
The Zoho Invoice iPhone and Android apps now include time tracking, a simple, no-fuss way to track time. This
was one of the most requested features since we launched these apps, and we are glad that we can check this off our agenda, with a smile.
Here is a run down on all the cool things you can do with this feature:
Record the time taken for a task right when you are done with it. No excuses here, now that it’s available on your phone
Add notes and capture any lapses in schedules
Time your tasks and see how well you stick to timelines and forecasts
Make life uber simple with the inbuilt timer, a single tap timing option. Once you are done timing, tap again and select the task that’s timed.
One tap access to timer, projects and time entries
Saying too much isn’t going to satiate your need to try this out. Visit the iTunes store or the Google Play Store; upgrade your app to the latest version and track time away. Our FAQ section has answers to some basic questions that you may have.
Comment below if you would like to see some additions to the app. We’ll be back soon, with another new feature. Until then, invoice happy, invoice more and invoice on the go.
Social customer care is great if you’re using a social channel. Problem is there are still plenty of people that only use traditional channels and get no advantage from the social channels.
At the CRM Evolution Conference I spoke with Ian Jacobs, a Senior Analyst on Customer Interaction for Ovum. Jacobs offered up a possible non-adhoc scenario to integrate social media into the knowledge management database as core corporate information.
The social channel handles things that aren’t in the company’s knowledge database. How do you get at that knowledge and then get it into the company, asked Jacobs. The trick is finding a method to validate the correctness. The technology to do just that is not fully baked, admitted Jacobs.
Ultimately, what Jacobs envisions is a series of automated tasks that use trust mechanisms, which then make that social input part of the company’s overall knowledge base.