Nuevas mejoras en Zoho CRM Plus

Nuevas mejoras en Zoho CRM Plus

Hola a todos,

Tenemos el placer de anunciar el esperado lanzamiento de Zoho CRM Plus, preparado para ofrecer una experiencia unificada al cliente. Hemos agregado algunas mejoras a los módulos Desk, Social, Analytics y Salesiq que le ayudarán a dirigir sus procesos de negocio con más eficiencia. Además, nuestra plataforma unificada está diseñada para proporcionar al cliente una experiencia mejor y fluida gracias a la interfaz de usuario unificada, el panel de administración, las opciones de configuración, la función de búsqueda y el panel de usuario.

La lista de mejoras es bastante extensa, por lo que las describiremos en dos publicaciones separadas. En la primera publicación analizaremos brevemente las mejoras realizadas en los módulos Desk y Analytics, seguida de otra publicación en la que daremos detalles sobre las mejoras en Salesiq y Social.

Mejoras en Zoho Desk

En el módulo Desk hemos agregado las características siguientes:
  • Blueprint
  • Funciones de Zia, tales como el análisis de sentimientos, el etiquetado automático, la detección de anomalías, el panel de Zia , el asistente para respuestas, el bot de chat y Zia Voice.
Permita que sus equipos de asistencia técnica saquen provecho de las ventajas de la función Blueprint de CRM mediante Blueprint para Desk. Los equipos de asistencia pueden supervisar estrechamente los problemas e impedir su remisión frecuente a niveles jerárquicos superiores mediante la creación de un proceso de resolución de solicitudes de asistencia (tickets) que asegura que cada cliente reciba las mejores soluciones de forma puntual y coherente.

Ampliación de las funcionalidades de Zia a Desk

Hemos agregado funcionalidades de Zia al módulo Desk que le permitirán mejorar su proceso de negocio de muchas maneras. Veamos los detalles:
  • Análisis de sentimientos : Al igual que el análisis de sentimientos para correos electrónicos existente en CRM, Zia ayudará a los agentes de soporte a identificar el tono de cada ticket de cliente para asegurar una respuesta rápida.
  • Etiquetado automático : Zia etiquetará automáticamente las respuestas del cliente con palabras clave de acuerdo con el contenido del ticket, las cuales se agruparán de forma inteligente como etiquetas automáticas. Esto también ayudará a identificar las etiquetas de tendencias y el sentimiento del cliente que subyace en ellas.
  • Detección de anomalías : Zia predice la tendencia que tendrán las respuestas a tickets entrantes y salientes y compara esa predicción con el tráfico real. Zia también sugerirá las posibles anomalías que puede haber.
  • Panel de Zia : El panel maestro inteligente ayuda a los equipos de asistencia técnica a ver las etiquetas de tendencias, los sentimientos de tickets, las anomalías y otros elementos.
  • Asistente para respuestas : Zia genera respuestas automáticas para las preguntas de los clientes mediante el análisis de palabras claves y también sugiere documentos de ayuda pertinentes de la base de datos. Los agentes de soporte puede previsualizar las respuestas de Zia y hacer uso de ellas al responder al cliente.
  • Bot de chat : ASAP integra su centro de ayuda directamente en su sitio web o aplicación móvil. Cuando un usuario tiene un problema, puede consultar la base de conocimiento, escribir mensajes en la comunidad de usuarios, iniciar un chat con un experto o incluso emitir un ticket de soporte. Todo ello puede hacerlo sin necesidad de salir del sitio web u aplicación móvil.
  • Zia Voice : Hemos agregado la funcionalidad de Zia Voice a Desk para que los equipos de asistencia técnica puedan acceder con facilidad a información contextual de cliente a través de mensajes de voz y de chat. De esta forma, Zia Voice puede ahora ayudar a los negocios a extraer información de cliente procedente de los departamentos de ventas, marketing y asistencia técnica. Zia Voice también está disponible como SDK, lo que permite a los negocios proporcionar la funcionalidad de Zia a sus clientes.

Mejoras en Zoho Analytics

Zoho Reports ahora se denomina Zoho Analytics y tiene las nuevas características siguientes:
  • Ask Zia
  • Información unificada procedente de los departamentos de ventas, marketing y asistencia técnica
  • Nuevos conectores de datos en medios sociales, marketing y análisis de recursos humanos
  • Alertas de datos inteligentes
  • Análisis de colaboración
  • Edición de instalación local

Ask Zia : Zia está ahora disponible en Zoho Analytics como asistente de búsqueda basado en inteligencia artificial. Los usuarios pueden hacer preguntas tales como "¿Cuál es la tendencia de ventas mensuales para cada región?" y obtener respuestas en forma de informes gráficos, en lugar de crearlos manualmente.

Información unificada procedente de los departamentos de ventas, marketing y asistencia técnica : Zoho Analytics combina automáticamente datos procedentes de diversas fuentes y genera informes y paneles predefinidos para supervisar métricas de negocio críticas. Aunque existen más de 300 informes y paneles predefinidos que proporcionan información empresarial útil, el usuario puede también combinar datos procedentes de diversas fuentes de acuerdo con sus necesidades.


Nuevos conectores de datos : Se han agregado seis nuevos conectores de negocio a Zoho Analytics, lo cual amplía el número de conectores a más de 100. Cada uno de estos conectores tiene 100 informes y paneles predefinidos, específicos del dominio, que el usuario puede utilizar inmediatamente con fines de análisis.

Estos son los conectores disponibles:
  1. Análisis de medios sociales: Páginas de Facebook, nombres de usuario de Twitter y análisis competitivo de Twitter
  2. Análisis de marketing: Bing Ads y Facebook Ads
  3. Análisis de recursos humanos: Zoho People

Alertas de datos inteligentes : Esta función avisa a los usuarios, mediante notificaciones integradas en la aplicación o de correo electrónico, cuando se detecta una anomalía y sugiere la acción apropiada.


Análisis de colaboración : Se ha agregado la posibilidad de hacer comentarios contextuales a las funcionalidades de colaboración de Zoho Analytics. El usuario puede hacer comentarios sobre cualquier informe o panel y tener interacciones contextuales con las partes interesadas.

Edición de instalación local : Además de la edición existente en la nube, Zoho Analytics estará disponible como versión para instalar en el sistema local del usuario a fin de ofrecerle opciones de implementación y permitir que las grandes y medianas empresas puedan analizar datos almacenados localmente.

Como continuación de la presente publicación, examine las mejoras realizadas en SalesIQ y Social. Este es el vínculo a la publicación.


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