Two years ago, Rich Cornell decided it was time for him to venture into an independent business offering insurance and benefit solutions to employers. Having previous experience in this field Cornell knew that tracking leads and customers would be of utmost importance from the very beginning. As such, finding a CRM solution was one of his first orders of business.
As an experienced CRM software user, Cornell had experienced various problems with the previous tools he had used and, now starting a new business, he really wanted to find a solution that was simple, flexible, and cloud based. However he still had reservations about switching from the CRM tools that he was already familiar with, despite their shortcomings, to try something new.
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 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.
Today, a colleague showed me results of a survey that almost threw me off my seat! It was from a study conducted by CMO Council on how end consumers use social media to connect with brands.
Amongst several things, I noticed that about 47% of respondents had said they expected a response from brands within 24 hours. About 19% expected a response within an hour while another 22% expected an instant response! This goes on to show how important it is for support teams to track their turnaround time.
Courtesy: CMO Council
Using SLAs, Zoho Support already lets you track if a ticket has taken too long to close. However, now, you can even track if the first or any subsequent response has taken too long to happen.
- First, create a custom field.
- Then, set a time-based rule to update it, when a response is delayed.
- Additionally, you can compile a daily report using the same custom field or setup an alert associated with that custom field.
Sounds complicated? Not really! Let’s look at a Zoho Support scenario.
Suppose a customer had raised a ticket and our first response was delayed beyond 24 hours, for some reason. Our helpdesk coordinator immediately knows that we’ve not satisfied that customer enough. So, he can easily ensure we make amends with that customer. It’s really convenient for helpdesk coordinators.
So, the next time a response is delayed, you know about it instantly. And, when you compile a report, you know how many times it has happened as well! You can effectively keep an eye on your support team’s turnaround time and optimize it wherever necessary.
We really hope this would be of use to you while you try to deliver the best support experience to your customers.
So, what’re you waiting for? Respond. Track. Optimize. Improve.
Which username do I need for this service again? Wait, I am not even signed up…
We’ve all been there. Most importantly, we know your customers hate being in that all too common position and having to create yet another account. Which is why we are pumped to introduce the newest feature in Zoho Support: remote authentication for your customers.
Now you can provide your customers a seamless user experience by allowing them to access your helpdesk in Zoho Support with the same username and password they already use for your other services.
In the past your customers had to register and keep track of an entirely different credential to log in and submit a ticket, but now, with Remote Authentication enabled, your customers will have quicker and easier access to the solutions they need.
Now your customers can securely access your portal within Zoho Support based on the login credentials they already have for your website.
It works like this: once you enable and setup remote authentication, your customers are redirected to your locally hosted script. This script authenticates the customer against your own user management system and routes them back to your Zoho Support account.
If a customer of yours doesn’t yet exist in your Zoho Support account, an account for them will be created on the fly. You also have the option to remotely authenticate users from select IP ranges only.
Learn more about setting up remote authentication here. Enable this feature for your customers today and let us know how they like their new, seamless logon experience at email@example.com.
We at Zoho Support continue to concentrate on just one aspect. Helping your business to provide an awesome customer support. In this endeavor, we have come up with a slew of value adding features & enhancements to entice you as usual. Let’s start with the first big thing.
Do you want to be notified when a new ticket remains un-assigned for extended number of hours? Similar, when your agent hasn’t responded to a ticket since first assignment. The wait is over! With time based actions you can supervise your helpdesk every hour and trigger notifications for actions like mentioned above. Besides sending notifications, you can assign tasks and update fields as well.
Here is a demonstration of one of the most common uses of time based actions. Specify the following criteria under time based action:
This time based rule would automatically close tickets in 48 hours after they have been re-solved.
Do you have more automation in your mind? Explore time based actions today. Click here to get started with the setup.
Besides time based actions, we have released Macros. You got it! It’s not a brand new release though. Earlier you can configure a workflow for manual application under our regular workflow settings. However, we have now renamed the same as Macros and moved it alongside other automation options in Zoho Support. Ain’t it sound to be a good move!?!
Here is the last one. We hate spam as much as you do. So, we built spam filtering right into Zoho Support to keep spam away from genuine support tickets. Click on the check box next to a ticket and select Mark Spam. It’s that simple.
We hope these feature would take you a bit closer towards providing awesome customer support. There’s lots more cool features coming soon, so stay tuned.…
At Zoho Support, we strive to build and maintain quality helpdesk software. Our development team is relentlessly working on rolling out new features that help simplify the process of providing customer support. In this endeavor, we have released a sleek new UI that offers improved usability and faster navigation.
Let’s take a look at the enhancements and additions in the new UI.
The new UI is an effort towards unifying the vast range of Zoho products so that users enjoy a consistent, smooth experience while navigating between products. Our intention is not only unify the Zoho experience, but also to cut down scrolls, increase ease of access and make it more spacious.
To be honest, our old UI was probably not that great in terms of ease of use. We received feedback that one needed to scramble across the UI for updating a ticket property, creating a view and searching for it in the drop-down was tedious, recently visited views were located on to your right etc.
Now, with the new UI:
- You can edit the properties of a ticket from the right panel without even clicking on edit.
- Properties which are frequently edited are placed at the top followed by those less visited. So closing a request; changing request owner, status, priority etc., is now much easier.
- You can find the views placed more prominently on the left panel. They are arranged one below the other grouped as recently visited, pre-defined and custom.
- Also, we now carry the actions tab while you scroll down a page across all modules.
Brand New Additions
There are some new additions in the latest UI. You are provided with a filter-by option for requests, which can be used to quickly filter and view requests assigned to a specific agent. You can even filter requests by status, priority, channel, and due date.
You can also view requests based on the time frame they were received in Zoho Support. This would help you quickly locate a request or to assess request load during a specific period. You can view requests received for the last 15 days, 30 days and 3 months.
We hope that our new UI helps you provide that awesome customer support much faster than before. As always we encourage your feedback and suggestions. So help us by sparing a few minutes in providing feedback about how the new UI panned out for you.
We are also working on integrating with Facebook & Twitter so that your posts and tweets would be created as requests in Zoho Support. Expect to see it released soon.
It’s been a year since Zoho Support was launched. Our customers used it, liked it, gave us feedback- positive and negative, asked for new features, made suggestions and proposed ideas. This is what we came up with: a new Setup UI, with a clean, compact look designed to help you set up your Zoho Support account easily.
Here’s a quick list of what has changed:
- We’ve gone monochrome…kind of: We decided to go monochrome and retain the use of the Zoho colors. There’s no specific reason for this . We thought that the yesteryears look will add some pizzaz to our UI. What do you think?
- Better Organization: We have re-organized the options available in the Setup UI. We now have main options that comprise groups of sub-options. For example, we have an option called Rebranding. The sub-options available under Rebranding include Logo, Domain Mapping and Portal Name.
- Easier Access: It is easier to access the various options required to set up your Zoho Support account. When you click on a setup option, you can view all the options grouped under it. This allows you to switch from one option to another easily. You can also access the Setup options from the bar on the left-hand side of the Zoho Support UI.
- Simplified SLAs and Workflows: Earlier, you had to create SLAs and associate them with contracts and support plans created for accounts. Now you can create SLAs and associate them directly with accounts. The process of setting up a workflow and associating alerts and tasks to it is much simpler in the new setup.
Check out our new UI and let us know what you think. You can leave a comment here or send us an e-mail at firstname.lastname@example.org.