Free unlimited users! Freedom from software licenses!

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Ever since we started building Zoho Support, we’ve firmly believed that small businesses must also be able to deliver world class customer service without having to spend a lot of resources. That belief has guided us over the last few years and it shall continue to guide us well into the future too.

We’ve continued to ship a lot of features and automation capabilities that make life easier for customer support teams. But, there’s one thing we always wanted to simplify: the way small businesses adopt a web based customer support software. Today, we’re extremely happy to be doing that.

ZSupport-announcement

It’s tricky for small businesses to decide what support channels they can sustain, how many people to hire, how many licenses to buy and so on. It’s really meaningless and unnecessary to go through these decisions when you’re just about to start and grow. You should simply focus on defining your customer support culture. Starting today, you can have as many support reps as you want, for free. Forever.

What?!

Yes, that was not a typo! We’re letting you add as many people from your team as you want for free.

Why free?

Because we think you shouldn’t worry about what channels to use, what plan to choose, how many licenses will be too little and how many too much! These are things you’ll figure out along the way. Until then, we don’t want you to have these in the way of your work!

What’s in the box?

Free Unlimited Reps

Channels: Email, web form, customer portal and forums.

Helpdesk Basics: SLA, escalation, priority

Customization: Rebranding, custom fields and tabs, domain mapping

Reports: Pre-defined reports to help you track how your team is handling requests

What’s the catch? Where’s the fine print?

It might be difficult for you to believe this. But, there’s no catch. No fine print. Nothing. The plan is free for you to use. It has all of the features mentioned above.

However, it’s available only for a limited period and applies only to fresh signups. But once you sign up, your agents are free forever. And you can add more for no cost as well. We don’t limit that at all.

Simply, sign up, set up and start building your customer service culture today!

Code Red! How good is your emergency response?

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Zoho Support Escalation Alert

For decades together, the traditional customer support paradigm worked like a charm. Businesses were happy with a ‘good’ ratio of positive to negative experiences. Over time, that ‘good’ ratio has grown steadily, like seaweed on a pier.

Today, it’s a social world. There’s no ‘good’ ratio anymore. For your business, the difference between a negative experience and a catastrophe is almost nothing. As much as social media amplifies the good things about your business, it has a more powerful effect on the not-so-good things as well.

The concept of emergency response has to be finely ingrained in your customer support approach itself. Yes, this necessarily includes your helpdesk software too! Let’s take a small example, in the case of a web-based product/service.

A very common case is that of a service outage. One customer tweets about it. A few more pitch in. And, before you know it, the whole World knows you had an outage. If your first official response, in this case, is delayed or insufficient, you can as well get into a bunker underground.

What if your support rep doesn’t know what to do, or isn’t around, at the time? Well, that’s exactly why you need a really smart helpdesk software! Of course, if you use Zoho Support for your business, you wouldn’t need to worry about this situation at all!

Emergency Escalation Rule

Zoho Support has automatic social escalation built right into it. You can just setup an escalation rule wherein if several tweets containing your business’ name appear in a span of a few minutes, the support manager gets notified by email/SMS. This is just one example of where it can come in handy. You can think of many more relevant situations, I’m sure.

We use this internally at Zoho. In fact, our helpdesk coord simply loves it.

But, you don’t have to take our word at all. Try it yourself. Just set the rule up once. You’ll probably be as cool as a cucumber during your Code Red moment!

We’re flat-world-friendly! Are you?

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In 2005, Thomas L Friedman proposed that the world was becoming flat. Today, we can be certain that it already has! What that has done is to unify consumers and businesses across the World.

All you need today is a product or service that makes life easier for someone, somewhere in the world. The Internet has made it remarkably easy to offer products & services globally. However, it’s not just about selling, now, is it? What you sell, you also have to support thereafter.

At Zoho, we have customers across various time zones. And, our support commitments have to be restricted to each time zone. Selling to a single global market comes with that peculiar challenge. We spoke to some customers and they all said “Hey, we have that challenge too! Can you fix it?”

Much to our surprise, even some popular enterprise-quality helpdesk software didn’t do anything to fix this handicap. So, we set out to do what we’ve always done best. We found a simple way to get rid of the challenge and built it right into Zoho Support. We’re excited to tell you all about it!

You can have a different set of business hours for each time zone. Your SLAs will ‘automagically’ tie into these business hours too. All you have to do is setup the business hours for each of the time zones you’re servicing. Pretty simple, ain’t it? Pretty useful too!

Zoho Support Custom Business Hours

Zoho has consistently empowered businesses to succeed in a flat world. And this is just one more step forward in that direction.

Try it for your business and tell us what you think. We really hope you’ll love it.