Narrative 11: Are your customers happy?

Narrative 11: Are your customers happy?

Behind the scenes of a successful ticketing system: BTS Series

Narrative 11: Are your customers happy?

Quote
Happiness isn't just something you experience; it's something you remember.  
Hear your customers' voices by enabling customer happiness ratings in Zoho Desk. A customer's happiness rating helps you see what they think about the support they received each time they receive a response or when their ticket is closed. You can also use the integrated analytics to monitor your agents' ratings across different contacts, accounts, and time frames.

What is customer happiness?

Customer happiness refers to a customer's overall satisfaction and positive experience with a product, service, or brand. It encompasses the customer's emotional relationship with the service and its offerings. Customer happiness is often measured through customer satisfaction surveys, feedback, and repeat business, and is a crucial aspect of building strong and long-lasting customer relationships. Happy customers are likely to be loyal, advocate for the brand, and contribute to the company's success.

Customer happiness vs. satisfaction 

At first glance, customer happiness and customer satisfaction appear to be two sides of the same coin. Both are aiming to create a positive experience and make customers feel good about the service they receive. But there's an essential difference between the two.
Customer satisfaction is about meeting expectations. If you hit the mark or exceed specific goals, your customers feel satisfied. If you miss the mark, they end up dissatisfied. It's a more straightforward and measurable reflection of how well you perform in relation to what customers expect.
Customer happiness, however, is a bit more nuanced and emotional. It's less about ticking boxes and more about the overall feeling customers have about your service. Whether every specific expectation is met might matter less than how delighted and connected they feel after interacting with you.
Focusing on customer happiness rather than just satisfaction can bring greater rewards. Happy customers tend to stay loyal longer, keep coming back, and spread positive word of mouth. In today's competitive world, nurturing that lasting happiness is what truly sets a business apart.
So, while satisfaction keeps customers content today, happiness builds lasting relationships for tomorrow.

How do you keep them truly happy?

Pay attention to their pain points

In general, customers want to feel valued and heard. Regularly ask for and document feedback during customer conversations. You'll often discover that one customer's pain points are affecting others as well.

Leverage technology

Using the right technology makes each customer's journey smoother and helps deliver a personalized support experience. Implementing a live chat system with AI-assisted chatbots is one way for businesses to enhance communication and guide interactions with customers more effectively.

Meet customers on their level

Invest in your omni-channel customer service strategy to ensure that it's always easy for your customers to communicate with your business. Discover which channels your customers use most frequently to communicate with businesses, and ensure you have a presence on those support channels.

Building meaningful relationships

Utilize the Desk system to monitor, manage, and organize all of your customer interactions effectively. This allows you to retrieve customer history data easily and build stronger connections during your interactions with them.

Personalize the customer experience

Customers expect businesses to recognize their unique needs, and personalization enhances both customer satisfaction and happiness by enabling you to customize the experience according to individual habits, preferences, and behaviors.

Service standards

Customers expect businesses to uphold high customer service standards. The key areas that matter most to customers include timely responses to inquiries and taking responsibility for errors.

Offer incentives 

Everyone appreciates a bit of motivation and acknowledgement. Incentives can attract potential customers, while rewards can motivate current customers to remain loyal and purchase more licenses.

Collect feedback and act on it

This final approach underscores the importance of customers sharing their opinions. When you ask them how they feel about your business relationship, customers are often willing to provide feedback. Additionally, maintaining regular contact with customers helps ensure that your insights remain clear and relevant.
Quote
Customer happiness is key! 

Wrapping up our discussion of customer happiness

Organizations need to measure customer satisfaction and happiness effectively to identify areas for improvement, strengthen retention, and foster loyalty by demonstrating a commitment to meeting customer needs. These ratings also help support agents by providing feedback that enables them to deliver more effective support. 

In summary, customer satisfaction and happiness ratings are crucial metrics for evaluating the effectiveness and impact of a help desk. In Zoho Desk, these features help users deliver a better customer experience and promote long-term business growth.


Please stay tuned for more in the Desk behind-the-scenes series.

 

Kind regards,

 

Kavya Rao

The Zoho Desk Team


    • Recent Topics

    • Cliq Networks users can see all other network users contact information

      Is there a way to hide user contact information from each user in networks? I would only like the users to see the admin's contact information, not other users. Network users information shared by default

    • Zoho Sheet - Printing - Page Breaks and Printing Customization

      I think the title is descriptive enough in that I cannot find help documentation on a simple task of adding in page brakes for separating pages on print. Thanks

    • Missing the "Find & Merge Duplicates" choice

      Hi, I am missing the "Find & Merge Duplicates" choice. I looked under the "More Actions" menu in Contacts, Accounts, Vendors, and Leads and it is not there. I have full permissions. Please assist me on finding this feature. Thanks!

    • OAuth integration issues

      I'm experiencing persistent OAuth errors when trying to connect Make with Zoho API. I've tried multiple approaches but keep encountering the following issues: First error: 'Invalid Redirect Uri - Redirect URI passed does not match with the one configured'

    • Marketing Tip #16: Ideal sizes and formats for adding images to your online store

      Images can make (or break) your storefront experience. When your banners and product photos follow the right sizes and aspect ratios, your store looks cleaner, loads faster, and feels more trustworthy—especially on mobile. Here are recommended image sizes

    • Improve WhatsApp Module in Zoho CRM

      The current WhatsApp module UI in Zoho CRM feels cluttered and complex, especially when handling high volumes of conversations. It would be great to enhance the WhatsApp module UI/UX by adopting a clean and simplified interface similar to Bigin CRM’s

    • Blueprint transitions on locked records

      We use the ability to automatically lock records (quotes, sales orders, etc.) based on criteria, such as stage. For instance, if a quote has been sent to a client, the quote is then locked for further edits. Our ideal quote stage process is: Draft>Sent>Won.

    • Enhance productivity with the revamped Zoho Sheet View

      Hello folks, For some time now, you've been able to use the Zoho Sheet View to quickly edit multiple records or to insert a batch of new records. Its tabular interface allows users to engage in these tasks productively. Despite this, the existing Sheet

    • No OR Filter for Views with a Related Modules Criteria

      We would like to create a Deal View where the User can see all their deals. For that, we would need an OR to connect the criteria. One of the Fields is a "multiselect User", these (Related Modules Criteria) can only be Filter with an AND. Even between

    • Good news! Calendar in Zoho CRM gets a face lift

      Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activities

    • Chat to Lead

      Can I convert a Chat to a Lead?

    • Limit maximum entries for subform - depending on fields entry

      Hi Zoho! I have a form with a subform in it. I'd like to have limitation for the row number depending on an entry in a drop-down field in the main form (If the field in the main form is marked "Answer1" - Limit the entries to 1 row, if the field is "Answer2" to have 2 rows limitation, "Answer3" = no limitation at all) Can this be done? Thanks Ravid

    • Save HTML Snippet Page as PDF with Dynamic Data in Zoho Creator (Working Solution)

      Hi Zoho Creator Community 👋, I faced a common challenge while working with HTML Snippet Pages — I needed to generate a PDF with dynamic data and save it back into the record automatically. Here’s the working solution that might help others. Use Case

    • Make Camera Overlay & Recording Controls Visible in All Screen-Sharing Options

      Hi Zoho WorkDrive Team, Hope you are doing well. We would like to request an improvement to the screen-recording experience in Zoho WorkDrive. Current Limitation: At the moment the recording controls are visible only inside the Zoho WorkDrive tab. When

    • Cannot connect to imap.zoho.eu on iOS26

      Hey, I recently migrated to another iPhone and since then use iOS26. Every since then, I was not able to connect to "imap.zoho.eu" from Apple Mail. I tried deleting the account and adding it again, did not work. I tried creating an app password, didn't

    • Rebranding Options for Zoho One

      We need the addition of rebranding and white-labeling settings directly within the Zoho One Admin Panel. This feature should allow organizations to customize the unified portal with their own logo, brand colors, and custom domain mapping (e.g., portal.company.com).

    • Tip #57- Accessibility Controls in Zoho Assist: Mobility- 'Insider Insights'

      Remote support should be easy to navigate for everyone. For users with mobility-related accessibility needs, long sessions and complex navigation can be challenging. Zoho Assist’s Mobility Accessibility Controls simplify interaction through keyboard-based

    • To print Multiple delivery notes in batches

      In Zoho Books, we can print a Delivery Note from an Invoice using the Print Delivery Note option, but it is non-editable and always prints all line items from the invoice. Our requirement is to deliver invoiced items in batches and print delivery notes

    • UPLOAD A CREATED PDF AUTOMATICALLY

      Using the html header pdf+print button, I have managed to find a way to have a user create a pdf using entered form data. Using the schedule button, I can have a "file uploaded" pdf mailed to someone as an attachment. The missing piece is to be able to add the pdf, created in that html page to a file upload field automatically? Right now one has to save it to computer and then upload it in a FILE UPLOAD FIELD. Any help would appreciated !  

    • Consolidated Department-wise Payroll Cost Summary Report

      Hello Zoho Payroll Team and Community, I am writing to discuss a reporting requirement regarding department-level expense tracking within Zoho Payroll. As we scale and manage salary distribution for employees across multiple departments, such as Accounts,

    • Write-Off multiple invoices and tax calculation

      Good evening, I have many invoices which are long overdue and I do not expect them to be paid. I believe I should write them off. I did some tests and I have some questions:  - I cannot find a way to write off several invoices together. How can I do that,

    • How to remove chat icon from knowledge base?

      I have set up a knowledge base to hold FAQs and documentation. It is currently standalone, and not integrated into our website. On every page there is a chat button in the bottom left corner that says "We're offline, please leave a message." How can I

    • Missed chats on WhatsApp closing after one minute

      Hi, we have added WhatsApp as a channel. However, if a chat is not picked up within 2mins, the chat is marked as missed and is closed within a minute. Why are they not staying in our "missed" queue for 24 hours as per our WhatsApp preference settings?

    • [ZohoDesk] Improve Status View with a new editeble kanban view

      A kanban view with more information about the ticket and the contact who created the ticket would be valueble. I would like to edit the fields with the ones i like to see at one glance. Like in CRM where you can edit the canvas view, i would like to edit

    • Automated Dismissal of Specific Notifications and Centralized Control of Toast Notification Settings

      Dear Zoho Team, I hope this message finds you well. We would like to request two enhancements related to notification handling within Zoho Desk: Automatic Dismissal of Specific Notifications: Currently, when certain actions are taken in the ticket list

    • Show field in spreadsheet view depending on other field value

      Hello. Not sure if this is possible but let's say i have spreadsheet view in Creator with four different fields Field A, B, C and D Then i have a field named Response which for one record could contain only one of the pre-definde choices below A, B, C

    • Intergrating multi location Square account with Zoho Books

      Hi, I have one Square account but has multiple locations. I would like to integrate that account and show aggregated sales in zoho books. How can I do that? thanks.

    • Zoho Learn Zapier Integration

      Hello all, Is there any plan to integrate Zoho Learn with Zapier? It seems almost all Zoho products are in Zapier, with the exception of Learn and Marketing Automation.

    • Notice: SalesIQ integration paused on Zoho Sites

      I have this notice on my Zoho Sites in the SalesIQ integration setup. Can someone assist? "This integration has been temporarily paused for users. Reconnecting SalesIQ after disconnection will not be possible until we provide further updates." thank

    • Differences between Zoho Books and Zoho Billing

      Without a long drawn out process to compare these. If you were looking at these Books and Billing, what made you opt for one and not the other. Thanks

    • New Feature : Copying tickets with all the contents such as conversations/history/attachments etc

      Sometimes our customers and distributors do create tickets (or send emails) which contain more than one incident in them and then also some of the further conversations which are either created by incorrect new tickets or replies to old tickets are being created as combined tickets. In such cases we require to "COPY" the contents of the tickets into separate tickets and merge them into their corresponding original tickets. The "CLONE" feature doesn't copy the contents (especially the conversations

    • Como se agregan los empleados

      Necesito saber si para agregar empleados los mismos necesitan tener licencias

    • Deluge Error Code 1002 - "Resource does not exist."

      I am using the following script in a Custom Button on a Sales Return. Basically, the function takes the information in the sales return (plus the arguments that are entered by the user when the button is pushed) and creates a return shipping label via

    • Adding multiple Attendee email addresses when adding a Zoho Calendar event in Zoho Flow

      I am trying to integrate Notion and Zoho Calendar via Zoho Flow. However, the Attendee email address supported by Zoho Calendar - Create event only supports one email address, so I am having difficulty implementing automation to automatically register

    • Graceful Handling of Exceeded Option Limits

      Hi Zoho SalesIQ team. I would like to submit a feature request to deal with a bug in salesIQ Current Behavior (Bug): When a dynamic list passed to the Single Select Option Card contains more than 20 options, the Zobot stops responding (freezes/hangs)

    • System default SLA descriptions can't be modified

      The system default SLAs have identical descriptions for all SLA levels, but their settings differ. However, I am facing an issue where I cannot modify these descriptions and save the changes. The content of the description box can be edited but the changes

    • Adding non-Indian billing address for my Zoho subscription

      Hey Need help with adding a non-Indian billing address for my Zoho subscription, trying to edit the address to my Singapore registered company. Won't let me change the country. Would appreciate the help. Regards, Rishabh

    • How to create one ZohoCRM organisation out of a multi-organization?

      Hi, we have a multi-org including two different Zoho CRM organizations for two companies using respectively EUR and USD as default currency. I was wondering if there is any easy way to merge the two organizations into just one, so that users may access

    • Gray screen while signing documents

      We are all getting a "gray" screen when trying to sign documents in Zoho sign. Anyone else having issues?

    • Designing a practical Zoho setup for a small business: lessons from a real implementation

      I recently finished setting up a Zoho-based operating system for a small but growing consumer beauty business (GlowAtHomeBeauty), and I wanted to share a practical takeaway for other founders and implementers. The business wasn’t failing because of lack

    • Next Page