Narrative 11: Are your customers happy?
Behind the scenes of a successful ticketing system: BTS Series
Narrative 11: Are your customers happy?
Happiness isn't just something you experience; it's something you remember.
Hear your customers' voices by enabling customer happiness ratings in Zoho Desk. A customer's happiness rating helps you see what they think about the support they received each time they receive a response or when their ticket is closed. You can also use the integrated analytics to monitor your agents' ratings across different contacts, accounts, and time frames.
What is customer happiness?
Customer happiness refers to a customer's overall satisfaction and positive experience with a product, service, or brand. It encompasses the customer's emotional relationship with the service and its offerings. Customer happiness is often measured through customer satisfaction surveys, feedback, and repeat business, and is a crucial aspect of building strong and long-lasting customer relationships. Happy customers are likely to be loyal, advocate for the brand, and contribute to the company's success.
Customer happiness vs. satisfaction
At first glance, customer happiness and customer satisfaction appear to be two sides of the same coin. Both are aiming to create a positive experience and make customers feel good about the service they receive. But there's an essential difference between the two.
Customer satisfaction is about meeting expectations. If you hit the mark or exceed specific goals, your customers feel satisfied. If you miss the mark, they end up dissatisfied. It's a more straightforward and measurable reflection of how well you perform in relation to what customers expect.
Customer happiness, however, is a bit more nuanced and emotional. It's less about ticking boxes and more about the overall feeling customers have about your service. Whether every specific expectation is met might matter less than how delighted and connected they feel after interacting with you.
Focusing on customer happiness rather than just satisfaction can bring greater rewards. Happy customers tend to stay loyal longer, keep coming back, and spread positive word of mouth. In today's competitive world, nurturing that lasting happiness is what truly sets a business apart.
So, while satisfaction keeps customers content today, happiness builds lasting relationships for tomorrow.
How do you keep them truly happy?
Pay attention to their pain points
In general, customers want to feel valued and heard. Regularly ask for and document feedback during customer conversations. You'll often discover that one customer's pain points are affecting others as well.
Leverage technology
Using the right technology makes each customer's journey smoother and helps deliver a personalized support experience. Implementing a live chat system with AI-assisted chatbots is one way for businesses to enhance communication and guide interactions with customers more effectively.
Meet customers on their level
Invest in your omni-channel customer service strategy to ensure that it's always easy for your customers to communicate with your business. Discover which channels your customers use most frequently to communicate with businesses, and ensure you have a presence on those support channels.
Building meaningful relationships
Utilize the Desk system to monitor, manage, and organize all of your customer interactions effectively. This allows you to retrieve customer history data easily and build stronger connections during your interactions with them.
Personalize the customer experience
Customers expect businesses to recognize their unique needs, and personalization enhances both customer satisfaction and happiness by enabling you to customize the experience according to individual habits, preferences, and behaviors.
Service standards
Customers expect businesses to uphold high customer service standards. The key areas that matter most to customers include timely responses to inquiries and taking responsibility for errors.
Offer incentives
Everyone appreciates a bit of motivation and acknowledgement. Incentives can attract potential customers, while rewards can motivate current customers to remain loyal and purchase more licenses.
Collect feedback and act on it
This final approach underscores the importance of customers sharing their opinions. When you ask them how they feel about your business relationship, customers are often willing to provide feedback. Additionally, maintaining regular contact with customers helps ensure that your insights remain clear and relevant.
Customer happiness is key!
Wrapping up our discussion of customer happiness
Organizations need to measure customer satisfaction and happiness effectively to identify areas for improvement, strengthen retention, and foster loyalty by demonstrating a commitment to meeting customer needs. These ratings also help support agents by providing feedback that enables them to deliver more effective support.
In summary, customer satisfaction and happiness ratings are crucial metrics for evaluating the effectiveness and impact of a help desk. In Zoho Desk, these features help users deliver a better customer experience and promote long-term business growth.
Please stay tuned for more in the Desk behind-the-scenes series.
Kind regards,
Kavya Rao
The Zoho Desk Team
Also, read:
Behind the scenes of a successful ticketing system (BTS Series)
- Narrative 10 - Assignment Rules - Streamlining Ticket Management
- Narrative 9 - GC—Meaningful conversations that benefit your customers
- Narrative 8 - Intelligent in-app support that's instantly available anytime and anywhere
- Narrative 7 - The importance of data sharing
- Narrative 6 - The impact of rebranding
- Narrative 5 - The essential role of SLAs
- Narrative 4 - Exploring the support channels
- Narrative 3 - Comprehending user management
- Narrative 2 - Understanding organizational departments
- Narrative 1 - The significance of a business account
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Kavya Rao Addepalli
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Create a table in the layout section of modules
Dear Sirs, I would like to know whether is possible to create a table under new fields in layouts section of modules. In fact in this section there are single line, multi line, pick list, multi-select, date, formula etc. but I am unable to add a tableNimble enhancements to WhatsApp for Business integration in Zoho CRM: Enjoy context and clarity in business messaging
Dear Customers, We hope you're well! WhatsApp for business is a renowned business messaging platform that takes your business closer to your customers; it gives your business the power of personalized outreach. Using the WhatsApp for Business integrationPower of Automation :: Automatic Task Status Handling for Users
Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automateQuestion - why no way to input a 'tool description' and 'tree of 'tools'
Every business is different, with different business processes. To be truly useful Zoho MCP needs to have user editable tool descriptions (or ruleset) and a 'tool tree' so that the LLM is context aware when being used. For example, the tool descriptionDevelop Zoho Meeting as a Full Native Application (Not a Browser Wrapper)
Hello Zoho Meeting Team, Hope you are doing well. We would like to suggest an important improvement regarding the Zoho Meeting desktop application. At the moment, the Zoho Meeting app feels more like a mini browser window or an iframe that loads the webCan I create a custom function for chart of accounts?
I'm trying to add a custom function that should run whenever a record in the Chart of Accounts module is edited, but on the form for creating a new function, the module dropdown does not include the chart of accounts as an option.billing
hi, I am being billed $12/year, and I can't remember why. My User ID is 691273115 Thanks for your help, --Kitty PearlUnable to confirm Super Admin assignment — confirmation button not working
I’m trying to change the roles within my organization. I am currently a super admin and would like to add another user as a super admin. When I attempt to confirm the action, a screen appears asking for my password to verify my identity. However, whenAutomation#36: Auto-create time-entry after performing the Blueprint transition
Hello Everyone, This week’s edition focuses on configuring a custom function within Zoho Desk to streamline time tracking within the Blueprint. In this case, we create a custom field, and request the agent to enter the spending time within the singleFeature Request: Reviews
Any chance we could get a "Reviews" element to put on sites? It should be extremely simple to do. Basically just take the comments box and add an option for a star rating. At the very least, it would be nice to have more customization options for the comment box so the text could be changed from "Comments" to "Reviews". I've looked at a bunch of embeddable review widgets but nothing meets my needs so this would be a great feature to have added to the site builder.Can we handle a support like (incident management) project in Zoho Projects?
Hi, I have a new profile of a project whereby we provide "ticket" base support to a client. They have a request and ideally we would handle comms via a email exchange logged in Zoho. Today we use Zoho Projects for all out projects, which means that weTrying to show the actual Terms & Conditions on PDF
Hi, On Zoho forms I am trying to have the actual terms and conditions that the user needs to accept also show on the pdf that they receive after. Right now it only says "Agreed". Please help.Installing EMAIL Setup in New Domain
Respected Support team, I'm facing an issue with cloudflare in Pakistan, I want to setup Zoho Mail Setup but I Don't know how to enable Zoho mail setup without cloudflare. My Website https://stumbleguyzzapk.com/, https://fakservices.com/ is using CF,Enhancements to Zoho Meeting Annotator
Hello Zoho Meeting Team, Hope you are doing well. We would like to share a few improvement suggestions regarding the Zoho Meeting Annotator used during screen sharing. While the current version provides helpful annotation tools, there are several limitationsZoho Social/Marketing Plus - Addition to "Monitor" function
It would be very helpful if the Monitor function would allow us to add a column to monitor hashtags in addition to pages and mentions. This is a common and very valuable function in other social listening tools.Zoho forms - > Zoho desk multiple agents
Hi! I would like to use a standard form to be used when we hiring people, so we looked at zoho forms for that. Now we would like to get that info in to Zoho desk and their different users shall take care of this ticket simultaneous . So, what would beAlmacenamiento
Hola, Quisiera saber como podría hacer para bajar el almacenamiento de 5gb a mis usuarios, en otras palabras los quiero ir limitando de la cuota real, y luego ir agregando poco a poco la cantidad hasta llegar a los 5gb que me dan en el plan free.Will I Get a Refund If I Downgrade Zoho Mail?
Hello, We upgraded an email account for our new employee. However, the employee left after one month, and now I've reduced the number of Zoho Mail users from 7 to 6. Can we get a refund for the remaining portion of our annual payment?Introducing the revamped What's New page
Hello everyone! We're happy to announce that Zoho Campaigns' What's New page has undergone a complete revamp. We've bid the old page adieu after a long time and have introduced a new, sleeker-looking page. Without further ado, let's dive into the mainZoho Books - France
L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilitéName autocomplete
Hi, During searching emails the web tool does not always propose the auto-completion of the saved emails. As a result I either have to go to contacts and look up the exact email, or the exact full name including the middle name and any dots, which is very annoying. For example I have a contact that I emailed in the past that has "First M. Last" <email@email.com> type of contact. When I start typing 'First' the email may or may not pop up in the autocomplete menu. Then if I start typing "first last"How do i follow up my email campaign in-thread
Is there a way to follow up the email campaign so that it is in-thread using zoho campaigns? eg customer gets original email with subject line "hello" then 5 days later follow up would be with subject line "RE: hello".Announcing new features in Trident for Mac (1.29.0)
Hello everyone! Trident for macOS (v1.29.0) is here with new features and enhancements to enhance your business communication. Let's take a quick look at them. Access shared mailboxes. You can now view and access shared mailboxes in Trident, which areBooks is extremely slow again today !
Everything is running slowly even with 500mb connection speedCyclic dependencies in many-to-many relationships...
I have an application which includes a form for companies, and a form for contacts. Each company can be assigned 1 technical and 1 administrative contact. I have this working okay so far, but I want to copy the scripts used so far to a new empty application. When I import the scripts it fails with a message that says: Problem encountered while creating the application Error in resolving form dependency:Cyclic dependency among the forms:[Company, Contact] What can I do to resolve this? After all,Zoho API to create ticket
I'm developing an integration to create tickets via API, but, locally it works (send and recieve requests). In production it also works sending requests, but, my file don't recieve any response data. My URL is available in Zoho API Console and I haveAutomate Timesheet Approvals with Multi-level Approval Rules
Introducing Approval Rules for Timesheets in Zoho Projects. With this automation, teams can manage how timesheets are reviewed and approved by setting up rules with criteria and assigning approvers to handle submissions. Timesheet, when associated toLabels Part 2
Hey Zoho Mail Team, On the labels window on the left-hand pane, alphabetize label name display, rather than displaying in order created. This one should be easy. Thanks, DrewBuilding Toppings #1 - Serving your needs with Bigin Toppings
Hey Biginners! We're excited to kick off our Developer Community series on building toppings for Bigin, and our goal is to provide an accessible, beginner-friendly, and relevant path for every developer. Imagine creating tiny pieces of software that unlockCan we create Sprint with tasks from Multiple projects?
Hi Team, We were using Zoho Sprints for quite sometime. Currently we have started the process of Sprint method. We couldnt create the active sprint board with the tasks from multiple projects. I would like to know whether this is possible or Any timelineTip of the Week #74– Create automated workflows in MS Power Automate
Zoho TeamInbox now connects directly with Microsoft Power Automate, letting you streamline everyday routines tasks such as from sending emails to managing threads, with automated workflows. About the integration Zoho TeamInbox integrates with MicrosoftAccount validation
Hello everyone, I registered my account on ZeptoMail to use the system, but the problem is that the verification period on Zepto's end has already passed and I have limited functionality.Paste issues in ZOHO crm notes
Hi, since a week or so I have issues with the paste function in ZOHO CRM. I use "notes" to copy paste texts from Outlook emails and since a week or so, the pasting doesnt function as it should: some text just disappears and it gives a lot of empty lines/enters.....Is it possible to add a gradient color to a newsletter im designing?
From where i sit it looks like you can only choose a single color but not combine 2 colors?New Feature: Audit Log in Zoho Bookings
Greetings from the Zoho Bookings team! We’re excited to introduce Audit Log, a new feature designed to help you track all key actions related to your appointments. With Audit Log, you can maintain transparency, strengthen security, and ensure accountability.Account disabled
I have an issue I need help with. Whilst trialing ZOHO CRM I created the following: Account1 (-------------) using m__ame@m__rg___s__i__.___.__ and 2 personal emails Account2 (-------------) using a personal email and 2 users _al__1@______________._o_.__Blocked Email
We are a Zoho One subscriber and use Yahoo as our MX provider. A few times each year, for the past four years, CRM blocks one or more of my Zoho One users from receiving internal email from CRM. This includes "@mentions" in all modules, and emails frommessage var is empty in bot mention handler
Hi, I'm encountering a problem: in my bot's mention handler, I want to retrieve the text the user typed when mentioning the bot. Example: On the #tests-cyril channel, I send this message: “@Donna hello how are you ?” I expect the system variable "message"Remembrance Day to Remember – Recalling Values
The phrase “at the eleventh hour” refers to the 11th hour of the 11th day of the 11th month in 1918, when the hostilities of World War I came to an end—but it still holds meaning today. Remembrance Day (Veterans Day in the US) is observed on NovemberHow to display two measures (sales and price) divided by categories on one line chart
Hi everyone, I’m having trouble figuring out how to display two columns on a line chart with category breakdowns. What I need is a line chart where one line represents Sales and the other represents Price. However, the Price data is divided into aroundNext Page