Narrative 9: GC—Meaningful conversations that benefit your customers

Narrative 9: GC—Meaningful conversations that benefit your customers

Behind the scenes of a successful ticketing system - BTS Series

Narrative 9: GC—Meaningful conversations that benefit your customers


Customers often seek immediate solutions, which is why self-service options are essential. Guided Conversations provides an interactive platform that offers real-time conversational experiences, enabling customers to find the help they need at their convenience quickly.

Guided Conversations 

With Guided Conversations, Zoho Desk aims to provide an intuitive and conversational self-service platform that better meets the needs of both businesses and customers. Guided Conversations lead users through their journey by asking relevant questions, providing the answers they seek, and directing the conversation in the right direction based on their responses.

Self-service systems aren’t just for customers; more organizations are providing their employees with tools to handle administrative tasks, onboard new hires, familiarize themselves with policies and software, and address customer complaints using these models.

These systems save time, are cost-effective, improve process efficiency, boost the productivity of service agents, reduce customer wait times, and provide personalized support that makes clients and employees feel valued.

Integration Blocks 

The Gen AI block in GC improves chatbot interactions by providing responses that are more natural and contextually relevant. This block offers greater flexibility and intelligence in managing user inquiries while seamlessly integrating into existing business processes.

Refined conversations with artificial intelligence 

Refined conversations with AI are transforming how organizations interact with technology, particularly in areas such as customer service, data management, and process automation. 

GC is vital to this change because it improves the capabilities of traditional AI systems. AI can support more natural and engaging conversations, which enhances interactions between users and AI systems. This fosters a deeper understanding of user needs and facilitates more effective problem-solving. 

It also enables customized responses tailored to user preferences and past interactions. This personalization improves user experience and satisfaction by making conversations feel more relevant and tailored. It can automate responses to common questions, letting human agents concentrate on more complex issues. This enhances efficiency and reduces response times, ultimately improving overall service quality.

Conversation flows that suit your style 

Imagine you’re building a digital assistant or interactive platform—not just any platform, but one that truly captivates customers. You don’t have to start from scratch; instead, you tap into a library of pre-built components, letting you shape engaging, one-of-a-kind experiences with just a few clicks.

As users interact, your system listens and learns, offering them personalized recommendations tailored to their preferences, needs, and every little piece of information they share. Behind the scenes, you’re masterfully saving their responses, whether it’s just for the session, locally for next time, or even globally across devices—thanks to seamless variable management.

Your creation isn’t limited to just one world; it lives and breathes across websites, mobile apps, and messaging services, meeting your audience wherever they are. Want to reach even more customers/businesses? You can craft workflows in multiple languages, warmly welcoming users from around the globe.

Best of all, you hit the ground running with ready-made templates designed for nearly any business challenge. Each piece falls into place quickly, empowering you to build solutions that aren’t just functional, but unforgettable.

Conversations that are automated yet personal 

Customers can easily find solutions to their questions and issues through an intuitive question-and-answer flow. GC expertly guides users step by step, empowering them to locate answers or complete tasks without needing assistance from a support agent. By automating responses to repetitive and frequently asked queries, GC enhances efficiency and enriches the customer experience. 

With round-the-clock support available 24/7, customers can rest assured that help is always just a few clicks away. Additionally, by leveraging user data and interactions, GC provides tailored solutions that cater to individual needs, ensuring that each customer feels valued and supported.

Manage heavy incoming traffic 

Guided conversations are structured, interactive dialogues that help direct customers through a series of predefined steps to resolve issues more efficiently and effectively. This approach enables support teams to provide personalized assistance while ensuring that customers receive accurate and relevant information based on their specific needs.

Takeaway 

Guided conversations in Zoho Desk significantly enhance the ability to manage heavy incoming traffic by providing a structured, efficient, and consistent approach to customer support. By implementing this feature, organizations can not only improve the customer experience but also empower their support teams to operate at their best, even during challenging times.


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


Regards,


Kavya Rao

The Zoho Desk Team

Idea

Also, read:

Behind the scenes of a successful ticketing system (BTS Series)


Further reading:

The Wheels of Ticketing Series

    • Recent Topics

    • Zoho CRM - Portal Users Edit Their Own Account Information

      Hi Community, I'm working on a client portal and it seems like the only I can make the Account record editable to the Contact, is if I add another lookup on the Account to the Contact record. Am I missing something as the account already has a list of

    • I’ve noticed that Zoho Sheet currently doesn’t have a feature similar to the QUERY formula in Google Sheets or Power Query in Microsoft Excel.

      These tools are extremely helpful for: Filtering and extracting data using simple SQL-like queries Combining or transforming data from multiple sheets or tables Creating dynamic reports without using complex formulas Having a Query-like function in Zoho

    • Connecting Zoho Mail with Apollo.io

      Hi, I am trying to connect my Zoho Mail account with my Apollo.io account to start sending cold email for prospecting purposes. I have activated the IMAP setting but I am still unable to connect to the Apollo account. I am using my email credentials but

    • Where does this report come from in the Zoho One ecosystems?

      Is this directly from MA, Analytics or ??? ???

    • Contact's title in "Contact Role Mapping"

      When I'm creating a deal, I'd like to see the contacts title in the listing. Right now, I only see this: How can I get the contact's title in there?

    • Zoho CRM - Client Portal - Hide Notes Related List

      Hi Community, I'm building a customer portal and I can't find a way to hide the notes related list. I don't want the client to see the notes I have about them. Is there a way to do this as it is no bin/trash icon when I hover over.

    • "Pivot Table" Conditional Formatting

      Team, I there a way to use conditional formatting a "Pivot Table"  report? Thanks, Arron Blue Pumpkin Hosting | Solutions Made Simple

    • How many clients can be added to Zoho Practice?

      How many clients can be added to Zoho Practice without having their zoho app?

    • Stage History

      when viewing a ticket , and you look at stage history tab (kanban view) and look at the stage duration column in days, it shows the current stage of the ticket as " current stage ". Should it not rather show the amount of days it has been in that current

    • Send Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates

      Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now use

    • Automating Ticket Responses Using Zoho Desk's AI Features

      We’re looking to set up an automation within Zoho Desk that can analyze incoming emails or tickets and automatically respond with relevant knowledge base articles based on the content of the request. Could you please guide us on how to configure this

    • Optimising CRM-Projects workflows to manage requests, using Forms as an intermediary

      Is it possible to create a workflow between three apps with traceability between them all? We send information from Zoho CRM Deals over to Zoho Projects for project management and execution. We have used a lookup of sorts to create tasks in the past,

    • Service locations are tied to contacts?

      Trying the system out. And what I discovered is that it seems that the whole logic of the app is, I'd say, backwards. There is a Customer - a company. The company has contact persons and service locations can be associated with different contact persons.

    • Enhancements to Zoho Map integration tasks

      Hello everyone, We're excited to announce enhancements to the Zoho Map integration tasks in Deluge, which will boost its performance. This post will walk you through the upcoming changes, explain why we're making them, and detail the steps you need to

    • Bug in Total Hour Calculation in Regularization for past dates

      There is a bug in Zoho People Regularization For example today is the date is 10 if I choose a previous Date like 9 and add the Check in and Check out time The total hours aren't calculated properly, in the example the check in time is 10:40 AM check

    • Narrative 12: Sandbox - Testing without the risk

      Behind the scenes of a successful ticketing system: BTS Series Narrative 12: Sandbox - Testing without the risk What is a sandbox environment? A sandbox environment is a virtual playground that allows you to test freely and experiment with various elements

    • Dynamically catching new file creations

      I have a team folder with many subfolders, and in those folders we add new documents all the time. I'd like to have a workflow or script to notify me (and then take other actions) when a file is added anywhere in that structure that ends in "summary.txt".

    • Announcing new features in Trident for Mac (1.27.0)

      Hello everyone! Trident for macOS (v1.27.0) is here with new features and enhancements to improve scheduling and managing your calendar events. Let's take a quick look at them. Stay aligned across time zones. Both the scheduled and original time zones

    • Branding of native system emails

      Make system emails adjustable in terms of branding. We want our system to be completely white label, because it is not a CRM anymore, it's way more than that. We are following the strategy of "CRM for everyone" to use the CRM in all departments, not only

    • Slow uploads of large files

      I'm wanting to use Workdrive for transferring large images and video (we're talking things from 100MB-5GB). I'm running solo on a 500MBit/sec fiber connection. I'm getting upload speeds to Workdrive of no more than about 1-3Mbytes/sec when going through

    • Migrate Your Notes from OneNote to Zoho Notebook Today

      Greetings Notebook Users, We’re excited to introduce a powerful new feature that lets you migrate your notes from Microsoft OneNote to Zoho Notebook—making your transition faster and more seamless than ever. ✨ What’s New One-click migration: Easily import

    • need to upload from airtable to google drive

      I have a zapier zap that automates between airtable and google drive. When a customer uploads a new file into airtable via a client portal interface, zapier uploads that file into a folder linked to that customer's project record. I need to replicate

    • Can't delete functions that are associated with deleted workflow rules

      We have a handful of functions that were once associated with a workflow rule, but the rule has been deleted. The function still thinks it is associated so I can't assign it to a new rule. It is starting to get really messy because we have a list of functions

    • Default Sorting on Related Lists

      Is it possible to set the default sorting options on the related lists. For example on the Contact Details view I have related lists for activities, emails, products cases, notes etc... currently: Activities 'created date' newest first Emails - 'created

    • Credit Management: #1 Credit You Owe vs Credits Owed to the Business

      Think about the last time you ordered food online. You might have paid in advance through your card, but you received a $20 refund because your order got delayed or cancelled. In most apps, refunds don't go into the bank account directly; instead, they're

    • Tip #46- Turn Every Session into an Insight with Zoho Assist survey report- 'Insider Insights'

      Delivering exceptional remote support isn’t just about resolving issues, it’s about understanding how both customers and technicians experience each session. That’s where Survey Report in Zoho Assist come in. You can configure and customize survey questions

    • Enhancing Zia's service with better contextual responses and article generation

      Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic while

    • Allow the usage of Multi-Select fields as the primary field on "Layout Rules"

      We want to force our users to enter some explanation strings when a multi-select field has been utilized. I can't understand the reason for the usage restriction of Multi-Select fields as a primary field. This is a simple "Display hidden mandatory field

    • CRM/Bookings integration edits Contact names

      Hi there, I've installed the extension that connects Zoho CRM and Zoho Bookings. When we get a new appointment from Bookings from an existing Contact, that Contact's record shows this: First Name was updated from asd to blank value Last Name was updated

    • Domain Change

      “Please update my Email-in domain from @biginmail.biginmail.in to @biginmail.zoho.com. Messages to the .in domain are bouncing.”

    • Webhooks Limit Exceeded

      Today, I received an error message saying, 'Total number of Webhook call exceeded', but when I look at Manage > Billing, it doesn't look like any of my invokeURL calls are being logged. Following the advice from this thread: https://help.zoho.com/portal/en/community/topic/webhooks-daily-limits-in-zoho-creator

    • Auto select option in CRM after Zoho Form merge

      Hi, I have a dropdown field in Zoho CRM that is filled with a Zoho Form. The data is filled but not automatically shown. After selecting the right value in the dropdown the information a second field is shown. So the question is; how can I make the dropdown

    • Bring your CRM data straight into your presentations in Zoho Show

      Let's say you are working on a presentation about your team's sales pipeline for an upcoming strategy meeting. All the information you need about clients and leads is in Zoho CRM, but you end up copying details from the CRM into your slides, adjusting

    • Improved RingCentral Integration

      We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.

    • Introducing New APIs in Zoho Contracts

      We are excited to announce the release of new APIs in Zoho Contracts to help you automate and manage every stage of your contract lifecycle more efficiently. Here’s a quick overview of what’s new: 1. Complete Contract Draft You can use this API to complete

    • Vimeo

      For me Vimeo is the most important video social channel for media and filmmakers. Would others agree and like it added to Zoho Social.

    • Delete a department or category

      How do I delete a Department? Also, how do I delete a Category? This is pretty basic stuff here and it's impossible to find.

    • Organization Emails in Email History

      How can I make received Org Emails to show up here?

    • Deleting Fields in CRM Deletes Views in Analytics

      Hey friends! I'm having some issues when we modify some fields within ZohoCRM. There are times where we need to sunset a field and eventually completely remove it. In these instances, it seems like a lot of views are removed in Analytics. This ranges

    • How to setup pricing in Zoho

      Hi everyone, I am relatively new here and have just moved from my old inventory system to the Zoho one. I am trying to get my head around how it all works. I am mostly setup connected to a shopify store, but I do manual sales also For manual invoicing,

    • Next Page