Inadequate Customer Support
Hello & Greetings!
I have been a pro Zoho user since the last 2 years and I would admit that the apps that are being offered are good, however the support we receive has a lot more to achieve. This being a design issue rather than a staff issue.
Being a Zoho One user, we can only access Zoho One Support and we cannot contact individual app support desk like Books, CRM, People etc. The irony is that I have still not come across any Zoho One support staff that could clarify my doubts or solve my issues instantly without contacting the back-end team (i.e. specific app support teams).
A minimum average on a call is 1 hour and at times even over 2 hours just to resolve a simple query which could have been resolved in a few minutes if the Zoho One support staff knew the resolve. The irony is that at the end of the call we have to hear the dreadful words "default behaviour" when an issue cannot be resolved.
Spending hours on a Zoho One customer call is not only our time being wasted but other users not being able to access the support desk. I also wonder how such a big company like Zoho with millions of users can afford to keep their Customer Desk closed on 2 days over weekends especially when there still are flaws in many of the apps.
I'm not sure what Zoho had in mind to assign one staff to answer queries across all 50+ apps rather than giving their customer direct access to app relevant support desk.
Hoping Zoho hears our grievances and revamps their Customer Support Desk to improve the support experience and time take to resolve issues.
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