From ordering food by scanning a QR code to booking an appointment at the doctor's office without having to talk to anyone, we all appreciate being able to get things done independently.

This is why it's an unspoken requirement to make customer service available around the clock and give users the tools to solve issues without waiting for a solution.

Because, let's be real, most people would rather take care of a problem or book an appointment themselves rather than asking someone else about it over the phone.

Well, Zoho Desk offers a low-code platform that helps businesses craft and deliver great self-service experiences.

How has GC benefited businesses that use it?

• Establishing adaptable self-service workflows

• Constructing automated conversations to assist prospects and customers

• Developing in-app guidance to support sales and service calls

• Minimizing the need for developer intervention

Since GC's release, we have continuously monitored customer needs and taken proactive steps to address them. Here are some of the enhancements we've implemented:

Transfer to agent

Whilst providing support through a conversation, a customer may require personalized guidance or a detailed explanation. With GC's transfer to agent block, your customer can easily connect with your support rep through the flow. This block will provide the support your user needs when they have complex issues that require specialized solutions.

Integrate tickets and contacts for seamless services

Not every conversation gets resolved as expected. If the customer has additional questions or requires further assistance, you can now empower them by adding the create ticket block in your flow, which enables customers to raise queries.

When they need to know the status of their ticket, you can use the get ticket block to instantly fetch the updates they are looking for.

Using the create contact block in your GC flow will ensure that all the data collected in your flows are in sync, whether it's a custom field or a mandatory one. This way, you will never lose out on your customer information. GC flows allow you to request additional information through the update contact block, thus allowing you to update customer data.

You can add these blocks into your new or existing flows. We currently support:

• Create ticket

• Update ticket

• Create ticket attachment

• Get ticket

• Search tickets

• Create contact

• Update contact

• Get contact

• Search contacts

If you have any use cases that weren't addressed through the stated blocks, do let us know in the comments section and we will get back to you.

Flow metrics

Curious? Learn more about flow metrics

Channel-specific conversation builder

Businesses need to reach customers wherever they are. Your presence across multiple channels and platforms will broaden your audience, enable potential new customers to learn about your products, and provide easy access to support for your existing customers. GC flows are now supported across mobile platforms (Android and iOS) and channels, including WhatsApp, Telegram, and Messenger.

Mobile application

Easy accessibility is a necessary ingredient in your customer service mix, and mobile devices are something that almost everyone has access to, which is why the Guided Conversations mobile app can enable flows to be accessed on both iOS and Android devices with native design and brand-new features to increase convenience for your customers.

Try them out today: App store | Play store

Are you a coding enthusiast? Check this out 

And watch out this space for updates on Guided Conversations!

 
Amrita 
Zoho Desk