Zoho Upgrades Zoho Desk With New Tools

By Modupe Gbadeyanka

The customer service platform of Zoho Corporation, Zoho Desk, has been enhanced with new tools aimed at enabling customer service agents to improve engagement and deliver higher-value customer experiences (CX).

In a statement, the company said the new features introduced into the application unify human-driven and bot-powered customer service capabilities for exceptional omnichannel support and better-informed agent interactions.

One of these features is blended conversations, a seamless combination of human-driven and bot-powered conversational service experiences, as well as several refinements to the user interface to make it simpler, faster, and more accessible to users with a wide spectrum of different needs.

Blended Conversations for Zoho Desk allows customer service agents to deliver the best experience at the moment by delegating the majority of manual and transactional tasks to bots while remaining in control of the overall service experience.

With fast and easy deployment that does not require external help, Zoho Desk allows brands to scale their conversational service experiences through higher agent productivity without compromising on the quality of CX.

This experience is a culmination of Zoho’s Instant Messaging (IM) Framework and Guided Conversations, a low-code builder for self-service experiences. The IM Framework allows organizations to integrate any messaging service they use with Zoho Desk and comes pre-integrated with services like WhatsApp, Telegram, Line, WeChat, Messenger, and Instagram.

Guided Conversations for Zoho Desk allows business users to build powerful self-service flows that are useful throughout the customer journey and help customers quickly and securely manage their relationship with the organization.

It offers service teams tighter collaboration and integration with other Zoho marketing apps at no extra cost, including Zoho’s CX Platform and Zoho CRM Plus.

Also, the firm has launched an express edition to help small and micro businesses transform their customer service operations by empowering them with an easy and value-rich helpdesk solution at an affordable price point.

“During these challenging economic times, the best companies are doubling down on customer retention while simultaneously trying to do more with less,” said Hyther Nizam, President MEA, Zoho Corp.

“Great service experiences address this by forming the bedrock of sustainability through economic downturns. Blended Conversations in Zoho Desk addresses exactly this outcome by cleverly combining human and bot agents while also reducing friction, frustration, and costs-to-serve,” Nizam added.

Also, Zoho has announced a technological overhaul of the user interface to include options to support cognitive and dyslexia challenges, visual impairments including astigmatism, animation reduction for those with seizure disorders, and customization capabilities for colour blindness. This is the company’s biggest step towards improving digital accessibility to date.

Since its inception, Zoho Desk, the anchor application in the company’s customer service platform, has achieved a 45 per cent year-over-year revenue growth for the past five years in Nigeria and globally.

It now serves more than 100K businesses around the world. The platform has also witnessed phenomenal adoption across the MEA region, achieving 580 per cent CAGR over the past five years.