Optimiser le processus de support et augmenter la satisfaction des clients exigent des outils robustes qui fonctionnent de façon transparente. Zoho Assist et Zoho Desk sont deux solutions performantes de Zoho qui permettent de mettre en place un système de support complet. Découvrez comment ce duo dynamique peut révolutionner vos opérations de support client.
Zoho Assist
Ce logiciel de support et d'accès à distance est conçu pour améliorer l'efficacité des équipes de support et des agents du service client. Il permet de se connecter à distance à l'appareil d'un client, de transférer des fichiers et d'effectuer des tâches de support comme s'ils étaient physiquement présents.
Principales fonctionnalités de Zoho Assist
- Assistance à distance : se connecter instantanément à des appareils distants pour fournir une assistance à la demande et résoudre les problèmes sans avoir à être physiquement présent, ce qui améliore l'efficacité et la satisfaction des clients.
- Accès autonome : connectez-vous en toute sécurité à des ordinateurs et serveurs autonomes pour effectuer facilement la maintenance, les mises à jour et le diagnostic à tout moment, même en l'absence de l'utilisateur, afin de garantir la continuité et la fiabilité du service.
- Assistance multiplateforme : offre un support transparent pour un éventail de systèmes d'exploitation divers, Windows, macOS, Linux, Android et les appareils iOS. Cette polyvalence assure que les agents d'assistance peuvent aider les utilisateurs quel que soit leur appareil, améliorant ainsi l'accessibilité et l'efficacité globales du service.
- Sécurité : des mesures de sécurité robustes assurent la protection de vos données. Cela inclut le protocole SSL, l'authentification à deux facteurs et le chiffrement AES 256 bits. Ces protocoles de sécurité de niveau entreprise protègent les sessions à distance et les transferts de données, offrant ainsi un environnement sécurisé aux agents d'assistance et aux clients.
Zoho Desk
Ce logiciel est conçu pour gérer les tickets de support client, suivre les problèmes et en assurer une résolution rapide. Il offre une plateforme pour gérer les interactions avec les clients par le biais de divers canaux tels que les e-mails, le téléphone, le chat, les réseaux sociaux et les formulaires web.
Principales fonctionnalités de Zoho Desk
- Gestion des tickets : gérez et suivez efficacement les tickets des clients pour un support rationalisé. Ainsi, toutes les questions sont traités et résolus rapidement, ce qui améliore la satisfaction des clients et l'efficacité opérationnelle.
- Automatisation : simplifiez les tâches répétitives grâce à l'automatisation des workflows, ce qui augmente votre productivité. L'automatisation réduit les interventions manuelles, et permet aux équipes de se concentrer sur des requêtes plus complexes et d'améliorer l'efficacité globale.
- Portail libre-service : proposez une base de connaissances et un forum de communauté pour que les clients puissent trouver eux-mêmes des solutions. Cela responsabilise les clients et réduit la charge des équipes d'assistance, accélérant ainsi le processus de résolution.
- Analyses : obtenez des informations et générez des rapports pour évaluer les performances du support. Des analyses détaillées permettent d'identifier les tendances, de mesurer l'efficacité des équipes et de découvrir les domaines à améliorer, ce qui favorise une meilleure prise de décision et de meilleures stratégies de support.
Pourquoi intégrer Zoho Assist et Zoho Desk ?
L'intégration de Zoho Assist à Zoho Desk crée une expérience de soutien transparente et efficace pour le personnel technique et les clients.
Accélérer la résolution des problèmes
Organisez des sessions d'assistance à distance directement à partir d'un ticket, pour établir un diagnostic et répondre aux questions instantanément. Cet accès en temps réel permet de résoudre rapidement les problèmes et de réduire considérablement le temps nécessaire pour résoudre les difficultés des clients.
Améliorer la satisfaction des clients
Une résolution rapide et efficace des problèmes se traduit par des clients plus satisfaits. L'assistance à distance instantanée minimise le temps de réaction et améliore l'expérience globale du client.
Rationaliser les workflow
Toutes les activités de support sont enregistrées dans Zoho Desk, ce qui permet de centraliser l'information et d'assurer la continuité, même si plusieurs agents sont impliqués.
Favoriser la collaboration
Les outils intégrés permettent une collaboration plus efficace. La gestion des tickets de Zoho Desk, combinée aux capacités de support à distance de Zoho Assist favorise aux équipes de travailler ensemble de façon transparente sur des problèmes complexes.
Obtenir des informations détaillées
Des rapports détaillés et des analyses sur les sessions d'assistance à distance fournissent des informations sur les performances, aidant les responsables à identifier les domaines à améliorer et à prendre des décisions fondées sur des données.
En associant des fonctions de support à distance robustes à une gestion complète des tickets les agents de support sont en mesure de fournir une assistance plus rapide, plus efficace et de meilleure qualité. Elle permet également aux entreprises d'accroître la satisfaction de leurs clients, d'optimiser leurs processus d'assistance et d'obtenir des informations précieuses sur leurs opérations.
Avez-vous intégré Zoho Desk et Zoho Assist dans votre organisation ? Faites-nous part, dans les commentaires, de la façon dont cette intégration a contribué à améliorer le service client de votre organisation.
L'équipe Zoho France
Recent Topics
Add customer to account based on domain name.
I generate reports based on a the account field, i.e. companyX. In GoToAssist, my last provider, there was an option to automatically assign new ticket creators to a company (or account) based on their domain name. So for example, if a new employee creates a ticket from @companyx.com, for them to be automatically added to the companyx account would be a huge advantage. As it stands right now, I have to remember to add them to the account manually. Often I forget and when generating a report for
Facilitate business processes by mandating Kiosks in your Blueprint's transition settings
Hello everyone, We've made a few enhancements to Kiosk Studio. Blueprints provide a structured and systematic approach to executing business processes, and you can use Kiosks to build custom capabilities to retrieve, collect, and execute actions on CRM
Response Violation - Zoho Desk
Hi Team, I just need an information regarding the zoho desk - Response Violation and how can we avoid the tickets from getting the tickets response violated.
I need help in setting up a script that works for my calling service
Please i need your guidance and expertise in how to go about a particular scripting. You see, we are a call service that assists companies to receive calls for them, i need to create a system in my Zoho CRM whereby i will receive call from my already
Zoho CRM Customer Portal Pricing Question
Hello, I am trying to find out about the pricing for a portal that will be used for the contacts and a custom module. My client needs to use a customer portal for 15k users that will display the contact details and some informations to a linked custom
How to display Motivator components in Zoho CRM home page ?
Hello, I created KPI's, games and so but I want to be able to see my KPI's and my tasks at the same time. Is this possible to display Motivator components in Zoho CRM home page ? Has someone any idea ? Thanks for your help.
Zoho developer edition does not work for us
Hi Is anyone else having this problem? I'm signed in with our admin/super user account. When I click on the link on this page: https://www.zoho.com/crm/developer/docs/dev-edition.html I am asked to agree to Terms and Conditions. Clicking Agree to Terms
is zoho CRM down today ?
Is zoho CRM down today ?
Export email adresses to email service provider (mailchimp or other)
Hello, Is there a way to export a list of email adresses from a search in my Zoho Creator forms to an external email service (gmail, yahoo...) and initiate at the same time an email message that I will fill and send myself ? And what about Mailchimp,
is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?
so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign
Problem viewing document imported from google drive.
Hello, When I add a document via my google drive, it is impossible to preview it. I get the error “Files without extensions cannot be previewed. Download to view this file”. Could you please help me? Also, and this is more of a question: is there a way
Launch Blueprint or Workflow Automation via Zoho Dataprep Import
Greetings All, I'm curious - Is it possible to trigger a Blueprint or Workflow via Data Prep import? Thanks in Advance
Cross module filtering is now supported in CRM
Editions: All DCs: All Release plan: This enhancement is being released in phases. It is now available in AU, JP, and CN DCs. Help resource: Advanced filters While the feature is being released in phases, you can also request for Early Access. Early Access
Posibility to add Emoticons on the Email Subject of Templates
Hi I´ve tried to add Emoticons on the Subject line of Email templates, the emoticon image does show up before saving the template or if I add the Emoticon while sending an Individual email and placing it manually on the subject line. Emoticons also show
your phone line in the uk doesnt work i need help now
i need to speak with customer service urgently
Bulk Delete Customer Contacts.
Due to a config issue on my end (my fault), I have ALL contacts from CRM imported as contacts in Books. Some clients have 30+ contacts. Is there a funky way to bulk delete? Each contact has three clicks and a scroll to delete them.
Multiple domains for same username and password
I've come across this situation the vault is currently suggessting the passwords autofill option by the domain. wondering whether is there any option to save one password for multiple domains since the microsoft login has two domains https://login.microsoftonline.com/
Introducing Bot Filtering for Accurate Email Campaign Analytics
Dear Marketers, We're excited to announce a new feature designed to enhance the accuracy of your email campaign analytics: bot filtering. This feature helps you filter out bot-generated opens and clicks, ensuring your campaign reports reflect genuine
Option to specify or disable "Idle" times in preferences
It seems strange to me that my Cliq shows me as "Idle" when I'm using the PC and available just because I haven't interacted with Cliq in a while. I'm far from "Idle" so we're just treating "Idle" and "Available" to mean the same thing. I'd like to suggest a setting to change the timeout or even disable the automatic "Idle" mode.
Lockable Due Dates
Hello, is there a way to FIX due date of task or task list, so that they cannot be moved by linked task that are late? Like having a sort of "limit date" that would create an alert if not reached?
Link project tasks to tasks in CRM and/or other modules.
Hello, I have created and configured a project in Zoho Projects with a set of tasks. I would now like to link these tasks (I imagine according to the ID of each one) to actions in the CRM: meetings, tasks, analytics). The aim is to link project tasks
Function #61: Automatically add free item to the invoice based on item quantity
Hello everyone, and welcome back to another Custom Function Friday! During holiday seasons or special promotions, businesses offer deals like BOGO (Buy One, Get One), Buy 3 Get 1 Free, Buy 2 at 50% off, and much more to attract customers. These promotions
Regarding GST Report Issue in Zoho Books
Hi, Right now, the very important point from my end is this Zoho Books issue. Here, you can see that we have created the invoice with the items of account sales and expenses. The journal is also correct. The profit and Loss statement is also correct.
Multiple Salesperson against an invoice
Hello, Against a particular invoice, we have multiple sales people working. The reason we combine the invoice is becuase we are an exporter and often consolidate cargo for our customer to save them freight costs. How do I capture the contribution of each
Projectwise budget ---
Can we have a Project wise subject in addition to the Monthly, and quarterly ACCOUNT LEVEL budget?
Looking back at Zoho Social's 2024: Highlights and memories
Hey everyone, We hope you had a relaxing and joyous holiday season. Whether you're planning for the new year or still soaking in the magic of the season, we're here to share some exciting highlights from 2024 – a year that was fully packed with updates
Building a Zoho Extension for Webex CC - Handling URL Changes
Hi everyone, I’m building a Zoho extension for Webex Contact Center (Webex CC) and facing an issue with handling URL changes. In telephony, I’ve set the URL of Webex CC to: https://desktop.wxcc-us1.cisco.com/ When this URL remains the same, everything
Remove County field from Customer Address input screen (or allow input to be deleted)
We are in the USA and have just noticed that there is now a County field in the Customer Address input screen (and maybe other areas of Zoho Books, but this is the one affecting us at the moment). County is not important to our business, and in fact we
Zoho still running very slow
I have a lead log for my company and creator seems to be running extremely slow still.
Bigin API Token Request ("invalid_client")
Hi people, I tried to connect to the API without success, I've read all of the documentation multiple time and tried just about everything. I tried to do it with Python Request module and with Postman, passing the information through both the URL parameter
Shared Dashboard / Report Permissions : Read not Write
hi all, We are missing a huge fonctionnalite in setting up Dashboards (and reports) on corporate level. Currently, we can not set Read Permissions on share Dashboards (and reports) without giving write access as well When we create a corporate dashboard
Trying to catch error with ZOHO.CRM.HTTP.get (Response Code)
Hello, I'm trying to get response header from ZOHO.CRM.HTTP.get, in order to catch error like 404 or something else but it seems that ZOHO.CRM.HTTP.get() method only returns the body of the response, and I see no way to access the headers returned. Is
Profile stitching with Zoho Marketing Automation
When it comes to marketing, knowing who your audience is and tracking their interactions is vital. That's why Zoho Marketing Automation has taken a significant leap forward with its enhanced profile stitching feature. With this update, you can track your
GDPR
Hi , I'm checking out the HIPPA capabilities and at the moment I can see only three modules that can be selected to enable HIPPA Any idea how I can add additional modules such as customers? TNX David
default task list for new project
Is there any way to have a default task list already created in a project, when the project is created in Zoho Books?
Record less quantity than ordered in ZOHO inventory
Lets say I ordered 100 widgets from a Vendor. I have paid the Vendor month ago and just waiting for the product to ship. I have finally received the products but have only received 80 widgets. I see no way in ZOHO to only receive 80 widgets. ZOHO is forcing
Stripe payments via Books invoice link missing email - affects fraud detection
Hi, All our payments done via Books invoice link have a warning: Integration improvement available This transaction is missing customer email address, which affects fraud detection. Why doesn't Books pass this info to zohosecurepay.eu/books/... for more
Power of Automation: Automatically sync custom field data between two tasks.
Hello Everyone, A Custom Function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as to when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:-
'View Invoice' button hyperlink taking to Google Business Maps listing
The green "view invoice" button in my invoice emails is sending people to my Google maps business listing rather than the invoice. Both my clients and I are experiencing this as a new issue.
Migrating Zoho emails to Google Workspace
Hi Is there a tool to migrate Zoho email to Google workspace?
Next Page