New Beginnings with Zoho Desk mobile app best practices: Part 3
In focus: Scaling consistency, intelligence, and customization
In our third installment, we'd like to share tips to help you elevate your customer experience as you handle support operations seamlessly on mobile.
Let's reconnect with Omniserve, the field service management firm. As the day draws to a close, Omniserverve syncs insights from hundreds of interactions. AI assists new agents, macros unify responses, and regional automations maintain order. Mobile intelligence ties the ecosystem together with one tap.
Hand-holding newbies
After her training, new hire Alice is deployed to offer front-end support for customers at Omniserve. While juggling calls and messages, she receives a query from a customer who is irate because the system is not working as expected. She needs to respond quickly to prevent an escalation. How can she respond promptly and effectively? What if her response does not solve the issue?
Alice uses Zia's Ticket Summary and Reply Assistance to resolve the issue.
Zia’s Ticket Summary and reply assistance help you respond to tickets with empathy and accuracy, using information from your established knowledge base. This ensures consistent support.
Multilingual tickets
Carlos, the regional lead, handles support across different regions for customers who share their queries in their regional languages. Carlos is a product expert, but communicating in different languages turned out to be a challenge for him. The translation within Zia's Ticket Summary came to his rescue to help him understand the issue. With Reply Assistance, Carlos could translate his responses into the language the customer understands.
In customer support, your business expands when you serve a global audience. The translation feature within Zia's Ticket Summary and Reply Assistance aids every support representative to understand and respond to every customer across the globe.
Quick communication
When Omniserve encounters incidents, it considers it a responsibility to communicate with its customers. Snippets created on your web-based portal can be accessed from your Zoho Desk mobile app. With this, you can send a quick heads-up to your customers in case of incidents or if there are any updates you'd like to make. This ensures quick and consistent communication with customers.
Customize header fields in list view
The Zoho Desk mobile app allows you to customize the way you'd like to view the header fields in the list view. This customization is possible only in custom modules. For example, you've created a custom module called "Products." You can customize the way you'd like to view the headers' fields in the Products module; namely, the order of the header fields like "Item Name | Item Number | Dealer | Date."
For the logistics team at Omniserve, searching through product codes turned cumbersome. Product codes have serial numbers for accountability and tracking in inventory. So they customized the product serial ID in the first column. With the list customization setting in the Zoho Desk mobile app, they can select the desired field as the default primary field in the custom module list.
Manage duplicate tickets
Due to urgency or critical requirements, customers sometimes connect over email and WhatsApp for the same issue. This ends in duplicate tickets across different channels. Omniserve faced the same issues as customers submitted tickets via email and chat for the same query.
The Merge option in the Zoho Desk mobile app merges duplicate tickets into one ticket to reduce redundant efforts and duplicate tickets. This helps your team provide unified support.
The Omniserve way
Omniserve’s journey to mobile-friendly support didn’t just make agents faster; it made them smarter. From factory floors to finance desks, the Zoho Desk mobile app bridged gaps that were difficult without a portable helpdesk.
The day winds down at Omniserve. Staff, from field technicians to senior supervisors, navigated through real-world challenges with Zoho Desk’s mobile experience. The platform adapts not just to workflows, but to human rhythms, ensuring every action, escalation, and resolution happens in the flow of work, wherever that may be.
Now it's your turn to use the Zoho Desk mobile app for your support operations. Connect with your customers and share with us how much the Zoho Desk mobile app has benefited you, your team, and your customers.
Tips at a glance
- Use Zia's Ticket Summary and Reply Assistance to get quick, tone-adjusted, accurate responses from articles, and also translate the conversation if needed. Reply Assistance can help generate a response in the same language.
- Create snippets on the web and access them from the Zoho Desk mobile app for quick messaging.
- Use list customization settings in the Zoho Desk mobile app to select the desired field as the default primary field.
- Merge duplicate tickets into a single ticket using the Bulk Merge Ticket feature in the Zoho Desk mobile app.
As we celebrate Pongal/Makar Sankranti, the harvest festival, across India, we extend our warm wishes for abundant joy and a year rich in goodness and prosperity.
Wishes and Regards,
Lydia
The Zoho Desk team
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Register for Zoho Desk Beta Community
With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our featuresShare your Zoho Desk story with us!
Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge.Tip #1: Learn to pick the right channels
Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal. When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues.Welcome to Zoho Desk Community - Say hello here!
Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined hereWebinar 1: Blueprint for Customer Service
With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing
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