Elevate your Radar experience: Best practices part 1
In the Spotlight: Zoho Desk's Radar app
Think about RADAR (Radio Detection and Ranging)? The system used to track and identify aircraft, ships, and vehicles using electromagnetic waves.
Imagine what a similar “Radar” experience looks like for customer support. Customer support requires continuous monitoring to ensure customers are receiving prompt service and solutions, while agents remain focused on delivering a positive experience.
Zoho Desk provides this type of oversight with the Radar app for Zoho Desk. In this series, we'll highlight the best practices for using the Radar app to monitor and manage support operations effectively. With Radar for Zoho Desk, the insight you need to manage support activities is always right at your fingertips.
We’ve already explored the best practices for the Zoho Desk mobile app, which enables support reps to provide seamless support from anywhere. The Radar app is designed to extend mobile access and visibility to admins and team leads. Radar ensures secure, real-time visibility into support operations directly from your phone.
Let's go through the highlights of the Radar App.
Secure the app experience by role
Every growing support team is a blend of customer support representatives–a handful of newbies, some subject-matter experts, specialists handling different areas of support, along with leads and managers. If every support rep gets access to all the information, it could lead to ambiguity and potential security risks.
Radar permissions allow support admins to define role-based access in the Radar app, ensuring that each support representative sees the information relevant to their role. With these permissions, support operations become focused, secure, and well-governed, while sensitive information remains protected.
Radar permissions allow support admins to define role-based access in the Radar app, ensuring that each support representative sees the information relevant to their role. With these permissions, support operations become focused, secure, and well-governed, while sensitive information remains protected.
Stay ahead of performance benchmarks
Customers become champions of your organization based on the quality of your service. Customer support plays a vital role in defining the service experience. It is essential to set benchmarks to ensure no customer request is overlooked. Radar allows support admins to define benchmarks for response time and customer satisfaction.
But what if every notification pops up on your phone; how would you know which one requires your attention most? Exception Handling in Radar highlights only the critical alerts, notifying leads when key metrics cross defined thresholds. This makes performance proactive rather than reactive.
Start the day with instant ticket visibility
Imagine having to look into your dashboards every day just to check if your support operations are on track. You may end up reviewing excess details instead of focusing on what matters most.
How can you quickly understand the health of your ticketing system?
Radar offers Daily Toasts, allowing managers to view key metrics such as open, overdue, and unassigned tickets at a scheduled time. Without opening reports or dashboards, managers can start their day with clear priorities and take immediate action.
See your reports in landscape
After handling the essentials, it is important for every support admin/manager to get a complete view of the support processes. Between discussions, decisions, and role-based responsibilities, admins need clear visibility into how support representatives are meeting service expectations.
Radar introduces Reports in landscape mode, offering an immersive mobile viewing experience. This reduces dependency on laptops and enables faster, on-the-go decision-making.
With Radar, you don’t have to compromise on support quality, monitoring, or governance. Admins can stay in control with real-time visibility into key metrics and make informed decisions. Stay tuned for more highlights on the Radar mobile app to drive high-quality, efficient support operations.