2021 was not an easy year for many, but customer service heroes consistently delivered support despite barriers like time zones, language, and business hours. We take pride in knowing that our customers have been able to deliver stellar experiences to their customers across industries like healthcare, education, and government/non-profit organizations.
We are extremely hopeful and excited about what 2022 holds for us. Just like last year, we expect remote support and seamless self-service to be top priorities for customer service teams across the globe. While offering timely and consistent support is critical for the success of a business, employee experience has also become equally important. Keeping that in mind, we’re starting this year by launching some great self-service and UX enhancing capabilities, to help you deliver great experiences across the board.
Here are some ongoing early access programs. If you haven't registered for them, you can do so now.
Guided Conversations are part of a low code self-service platform to engage customers in a systematic manner, with appropriate and intuitive responses. Using Guided Conversations, you can create virtual agents to guide customers through their initial inquiries, by setting up any number of predefined flows to relevant FAQs. The conversations are also contextually driven through webhooks and preloaded information, so that customers can drill down to precise answers. You can also build response flows in your customer's language. Learn more.
Instant Messaging Channel Integrations
You can now integrate Zoho Desk with the top 4 instant messaging channels: WhatsApp, Telegram, LINE, and WeChat. These integrations let you receive and respond to real-time requests from customers through these popular platforms. We believe it makes for an improved customer experience if customers can create and track support requests from applications that they're familiar with and already use on a daily basis. Learn more.
A good agent experience can go a long way in improving the quality of customer service. Keeping that in mind, we revamped the UI using our proprietary design philosophy, called DOT—Design Optimization Thinking. It's built on a multi-pronged approach that enables superior communication and navigation for agents, while enhancing scalability, all without limiting management's flexibility. This is also a step towards making Zoho Desk a fully inclusive platform that's accommodating for our differently-abled friends.
DOT is the beginning of everything. From a font to an image to the entire layout of an application, everything evolves from that one tiny dot. We wanted to build a new design based on this very philosophy, and this marks the beginning of a new design evolution for Zoho Desk.
While the overall look and feel has been refreshed, the design specifics are aimed at delighting our users with new themes, controls, and performance attributes. One such important feature we've introduced is the Dark Mode. Learn more.
How we ended 2021:
We released a few similar features and updates towards the end of 2021 for an enhanced user experience. Do try them out, if you haven't already.
Multilingual Knowledge Base
Speaking your customer's language across all touchpoints in the buyer's journey is crucial to building lasting customer relationships. With the new multilingual capabilities of Zoho Desk, support teams can now take their self-service efforts up a notch by translating and publishing knowledge base articles in over 40 languages. Customers can submit article feedback and raise tickets from the help center in their language and agents can reply in the customer's language.
iOS 15 for Zoho Desk
The latest iOS 15 iterations provide users with a host of improvements that give them more control over what, when, and how they see information on their devices. We've leveraged these enhancements to improve user experience and make support on-the-go more convenient, with better multitasking features, time-sensitive notifications, and more.
200+ Extensions for Desk on Zoho Marketplace
You can now transform your customer experience with no-code plug and play extensions that suit your unique business requirements. You just have to integrate these extensions with your existing Desk account and you're good to go! There are extensions for support channels, contextual collaboration, productivity, customer success, help desk automation, and more.
Check out all the extensions for Desk here.
With that, we step into 2022 with the continued goal of helping you craft exceptional customer experiences. In addition to the beta programs, we have some exciting releases lined up. Stay tuned.
Wishing you all a great year ahead!
Team Zoho Desk