Hello Zoho Creator! Meet Zoho Support!

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You can do so much more with Zoho Creator by connecting it to other apps or services you use and simplify the tedious tasks and 
workflowOur integration with Zoho Support is another step towards our vision: make managing your business simpler.

Integration with Zoho Support, your help desk software, makes the exchange of information between the two apps seamless. It is now possible to create, update or fetch information from Zoho Support. To suit your business process, you can build custom modules for the Zoho Support application. You could even bring information into your Zoho Creator custom app to build reports and collaborate with other users.

Connect Zoho Creator to Zoho Support

For instance, in your Zoho Creator Order Management app.  Your customers can report complaints and a ticket will instantly get created in Zoho Support. The agent can even access the order details empowering him with the relevant information.

Consider another scenario, a company uses Zoho Creator apps to manage the business processes better. For every new customer buying your equipment, a new Annual Maintenance Contract is created. With the integration with Zoho Support, you can automatically schedule the maintenance task based on the contract and assign it to a support agent.

These are just two scenarios. You could add an umpteen number of custom functions for your business needs.

We want you to focus on your business rather than managing the data. We have previously opened up powerful possibilities to extend and enhance your Zoho Creator app with Zoho products like Zoho CRM, Zoho Invoice, Zoho Calendar, Zoho Reports, Zoho Recruit. You can link your Zoho Creator apps to external cloud applications and SMS services like Twilio and Clickatell.

All these additions make it easier to connect Zoho Creator apps to different services and allow seamless flow of information.

Stay tuned, more useful integrations are coming. Meanwhile, please let us know how you use Zoho Creator integrations.

Join us for Zoho’s biggest event of the year, Zoholics: Sales & Marketing

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Every day, we talk to thousands of customers by phone, email, chat, social media and in person. Of all these, our favorite way to connect is still live and in person . This has always been the main focus of our Zoholics events. You trust your business with Zoho — so we want to hear the good, the bad, and yes, even the ugly moments you may have had using our products.

Naturally, we also want to talk to you to better understand the needs of your business. We’re ready to go back to the drawing board as many times as necessary to create fresh solutions for your sales and marketing teams.

Zoholics: Sales & Marketing

On behalf of the entire Zoho team, I am delighted to invite you to join us for the 3rd annual Zoholics: Sales & Marketing Conference on July 7th-9th, 2014. This will also be the grand opening of our new office complex in Pleasanton, California.

During our three days together, we’ll focus on Zoho CRM, Campaigns, Support, Survey, and LiveDesk. There will be keynotes tailored to give you insights about the world of cloud business software. We’ll also share our approach on how Zoho will work for you in the coming years. There’ll be over 40 jam-packed training sessions, covering every level of user: beginner, intermediate, and advanced. We’ll also showcase several upcoming features and integrations to help keep you ahead of the curve.

Most importantly, we’ve included plenty of time slots for 1-on-1 meetings with members of our team to receive feedback directly from you and make sure you get immediate answers to your questions.

We hope to see you in July!

Gopal

Customer Spotlight: Finding Unrivaled Support with Z-CRM

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cornell benefit soltions2

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.

Read more

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.

Is your response quick enough? Here’s how to find out!

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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.

Helpdesk 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.

Here’s how:

  • 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.

Zoho Support Helpdesk Time Based Rule

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.

Zoho Support: Monitor your helpdesk with Time based Actions

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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.…