Zoho Desk

Avantages

Zoho Desk has the best interface with powerful automation, making customer support seamless and efficient. Its AI-driven insights and multi-channel support enhance productivity and customer satisfaction.

Inconvénients

Zoho Desk's customization options can be limited, and its reporting features may require improvement

Avantages

I like that it has the option to approve a request to access the knowledge base

Inconvénients

It can be difficult to set up the knowledge base settings the first time.

Alternatives envisagées 

Freshdesk et NinjaOne

Pourquoi passer à Zoho Desk

Better user management when it comes to knowledge base

Avantages

Powerful help desk software that's affordable and customizable. Feature-rich with excellent automation and a strong focus on value.

Inconvénients

Zoho Desk's interface can feel cluttered. The mobile app has limitations, and the free plan is restrictive. These factors slightly hinder an otherwise strong help desk solution.

Avantages

Zoho desk is very Flexible and reliable. Its very well designed with ease of integration. Its very easy to communicate with this and acts as centralized tool in the organization. We have automated a lot of tasks with this software

Inconvénients

Its not very easy for new beginners to learn and use and the users need to be trained well. The tool gives a lot of notifications with no regards to what are essential for a particular function.

Avantages

It's feature rich and integrates well with the other zoho products

Inconvénients

UI & UX could use a bit of work but in general it's quite good

Avantages

Zoho is priced accordingly, it's not too expensive and it does have a variety of other/supporting services to compliment the full all one system.

Inconvénients

Unfortunately the system was not user friendly, company users spent too much time trying to figure out the system and gave up in using it.

Avantages

Ease of use. Clean interface. Reliable.

Inconvénients

Time based scheduling feature is missing

Avantages

My favorite process of the software is the automation of tasks such as managing tickets, it also quantifies the performance of the support team by generating reports so that better decisions can be made.

Inconvénients

Sometimes the response time of the customer service is a little slow. Also, the number of agents according to the contracted plan could be a limitation.

Avantages

It's good to track the progress of all the tickets and do an effective job. It's also facilitates communication with my company colleagues, which I really appreciate.

Inconvénients

The interface could look more modern, that it's just a feel, nothing that compromises the work.

Avantages

You can upload document, make user according to there grade & position which only able to access the limited resource . It will help to save different format of document and access all these resources even when you are working remotely . Work from home pattern we faced recently then you can arrange all your work accordingly.

Inconvénients

Not to say more about that but every system need to improvement in any case, security feature in it needs to improve. Time tracking of user screen if possible then will add on this is a beneficial for it.

Avantages

UI is easy to understand and user-friendly. Error free solution

Inconvénients

the way we are creating the agents, it is not easy, not able to rectify the errors

Avantages

Zoho Desk offers a wide range of features, including ticket management, multi-channel support, self-service portals, automation, SLA management, and reporting.

Inconvénients

The free plan of Zoho Desk has certain limitations on customization options and features compared to the paid plans.

Alternatives envisagées 

Salesforce Sales Cloud et SurveyMonkey

Logiciel antérieur 

Freshdesk, Help Scout, JIRA Service Management et Kayako

Avantages

Zoho was pretty easy to setup and useable right away

Inconvénients

Some features are not intuitive enough for our use.

Avantages

Customizable workflows, easy to use user interface, ticket management and automation. Also supports multiple channels of customer support.

Inconvénients

Limited analytics provided for reporting.

Avantages

Desk has a user-friendly interface, making it easy for both agents and administrators to navigate.It offers support for multiple communication channels, including email, phone, social media, and more, allowing businesses to manage customer interactions from a centralized platform.It offers a variety of customization options, allowing businesses to tailor the platform to their specific needs.It offers automation features that help businesses save time and streamline their customer service processes.It provides detailed analytics and reports, allowing businesses to track and analyze their customer service performance.

Inconvénients

Zoho Desk offers limited integrations with other software and tools, which can be a drawback for businesses that rely on multiple platforms.Some users have reported that Zoho Desk lacks some of the more advanced features offered by other customer service software platforms.The mobile app does not offer as many customization options as the desktop version, which may be a drawback for businesses that rely heavily on mobile devices.While Zoho Desk offers a free version, businesses that require more advanced features may find the pricing to be on the higher side compared to some other customer service software options.

Avantages

Zoho Desk offers a range of tools to make sure that customer success rates are high. Their self service options are empowering and wouldn't be possible without their awesome ticketing tools which allow for agents to identify regular questions and support individual customers in a per-user tailored way. Being able to receive tickets in many different ways is also a great feature enabling customers to contact us in many different ways and always get the same level of support from the same great knowledgeable team. The ability to send branded emails directly from Zoho Desk with correct SPF records to keep the email safe is also a great feature that I couldn't be without.

Inconvénients

Unfortunately the creation and customisation of the help desk and the posts within it come across as difficult to create and maintain even from the perspective of someone working in computer software. It is unclear what features are available for this and how they should be used to create a perfect self-service help desk to enable customers to get help immediately and free up time for agents to answer more complex and user specific problems.

Alternatives envisagées 

Freshdesk, HubSpot CRM et Zendesk Suite

Pourquoi passer à Zoho Desk

I was already a Zoho Mail user and it made sense to me to try to use all tools by the same company to keep everything more simple and make connecting two tools easier. This also meant less account creations and such.

Avantages

1. It automates important sales operations
2. Gives access to important data in real-time
3. Makes use of max social media
4. It integrates with google apps
5. Supports maximum operating systems

Inconvénients

Zoho requires a lot of customization to start with
Sometimes I feel there is limited customer support

Avantages

It is a turn-key solution to monitor your business and share knowledge. Its great.

Inconvénients

Facing a bit of a problem with text editing when using Bold option as it is not working.

Avantages

Support ticketing, integrated telephone, chat, and knowledge base. Also the integration suite options

Inconvénients

Not having a direct chat to support. Have to call or use whats app

Avantages

The ability to upload Knowledge Base and have it sync to Sales IQ chat into our website chat bot, along with ASAP feature that helps in giving help documentation within the website, and also the ability to integrate WhatsApp support (beta),

Inconvénients

Zoho Support, oh god they are too slow :-( in resolving a single query.

Alternatives envisagées 

Freshdesk et Zendesk Suite

Pourquoi passer à Zoho Desk

Its Integration with other Zoho Apps

Avantages

Pros-It does work with Zoho CRM and logs tickets in CRM

Inconvénients

Zoho on a whole I would not recommend. Support is terrible. we are on our 4th consultant as a good certified zoho consultant is hard to find. Zoho CRM and Desk are full of bugs, they constantly change the way things work and stuff break and they can't explain why. they finally fixed in desk where when a client rates the service it would reopen a ticket and then we would close a ticket and customer would get a rate our service again and if they did it re-opened the ticket. It got fixed but we still see it happen again but just less frequently. very common for a response to a exisiting doesn't get linked to the current ticket so a new ticket is opened. I could go on and on and zoho CRM is worse.

Avantages

Whatever you want can be tailored to fit the requirements of your platform. It keeps track of all pertinent client behaviour before contacts and aids in better anticipating their demands.

Inconvénients

The Zoho desk page can be a little confusing at first. The pace and quality we received throughout and (especially) after the implementation fell short of our expectations, which eventually caused us to terminate the membership and look for alternative alternatives. We're talking about tickets that haven't been followed up on for 20 days and incomplete answers to questions.

Avantages

It is. All in one and it is very versatile.

Inconvénients

Nothing. It is one of the most crucial elements in our business.

Avantages

La posibilidad de crear áreas para el correcto manejo y seguimiento de tickets.

Inconvénients

El ingreso, engorroso y poco funcional. La verificación por mensaje atrasa y si no tienes el móvil cerca no puedes ingresar.

Avantages

Organize the whole customer support environment, has plugin to insert in our Android and iOS code, no need to interact with your endpoints. We can chat with customer in real time, make alerts and notifications for them.

Inconvénients

You first have to know the theory of how the tools work before using them, there is no quick learning curve to master the tool. The time to test the tool for free could be a bit longer.