New Enhancements in Zoho CRM Plus

Hello everyone,

We are pleased to announce the much anticipated release for Zoho CRM Plus, that is all set to give you a unified customer experience. We have added some exciting enhancements to the Desk, Social, Analytics, and SalesIQ modules that will help you run business processes more efficiently. Also, our unified customer experience platform aims to give a better and seamless experience with unified user interface, admin panel, set up options, search, and user panel.

Since the list of enhancements is quite extensive, we will walk you through each of them in two separate posts. In the first post we will discuss briefly about the enhancements in Desk and Analytics, followed by another post with details on SalesIQ and Social enhancements.

Enhancements in Zoho Desk - In Desk module we have added the following features:

Blueprint
Zia features like Sentiment analysis, Auto-tagging, Anomaly detection, Zia dashboard, Reply assistant, Chatbot and Zia Voice.

Blueprint for Desk

Extend the benefits of CRM's Blueprint feature to your support teams with Blueprint for Desk. The support teams can be on top of the issues and prevent frequent escalations by building a foolproof ticket solving process that ensures every customer gets timely, consistent, and better solutions.

Extend Zia's capabilities to Desk

We have included Zia's abilities in the Desk module that will help you enhance your business process in many ways. Let's see what's in store:

Sentiment analysis: Just like Email sentiment in CRM, Zia will help support agents identify the tone of every customer ticket to ensure prompt action.

Auto-tagging: Zia will automatically tag customer responses with keywords based on the ticket's content, which will be intelligently grouped as auto tags. This will also help to identify the trending tags and the customer's sentiment behind them.

Anomaly detection: Zia will predict how incoming and outgoing ticket responses will trend and compare that prediction with actual traffic. It will also suggest any relevant anomalies.

Zia dashboard: The intelligent master dashboard will help the support teams view trending tags, ticket sentiments, anomalies and more.

Reply assistant: Zia automatically generates responses to customer questions by analyzing the keywords and also suggests relevant help documents from the database. Support agents can preview Zia's answers and include them in their responses.

Chat bot: ASAP brings your help centre directly into your website or mobile app. When users have a problem, they can browse through the knowledge base, post to the community, chat with an expert, or even raise a ticket. There's no need to leave your website or mobile app.

Zia Voice: Like Zia Voice in CRM, we've extended it's capabilities to Desk to help support teams access contextual customer information easily through voice and chat messages. With this, Zia Voice can now help businesses pull customer information across sales, marketing and support. Zia Voice is also available as an SDK, allowing businesses to provide Zia's functionality to their customers.

Enhancements in Zoho Analytics - We have renamed Zoho Reports as Zoho Analytics and added the following features in the Analytics module:

Ask Zia
Unified insights from sales, support, and marketing
New data connectors in social media, marketing and HR analytics
Smart data alerts
Collaborative analysis
On-premise edition

Ask Zia: Zia, is now available as an AI-driven search assistant in Zoho Analytics. Users can ask questions such as "What is the monthly sales trend across regions" and receive answers in the form of visual reports, instead of manually creating them.

Unified insights from sales, support, and marketing: Zoho Analytics blends data automatically from multiple sources, in the form of prebuilt reports and dashboards, to track critical business metrics. While there are 300+ pre-built reports and dashboards that provide useful business insights, users can also blend data from different sources, according to their needs.

New data connectors: Six new popular business connectors are added to Zoho Analytics, expanding the number of connectors to over 100. Each of these connectors has 100 prebuilt domain-specific reports and dashboards that users can use for analysis right away.

The list of connectors available are:

Social media analytics: Facebook Pages, Twitter handles, and Twitter competitive analytics
Marketing analytics: Bing Ads and Facebook Ads
HR analytics: Zoho People

Smart data alerts: This feature alerts users via in-app notifications or email when an anomaly is detected, prompting appropriate action.

Collaborative analysis: Contextual commenting is now added to Analytic's collaborative capabilities. Users can comment on any report or dashboard and have contextual interactions with stakeholders.

On-premise edition: In addition to the existing cloud version, Zoho Analytics will allow an installable on-premise edition to offer deployment choices to users, and lets medium and large enterprises analyze their data stored in-house.

Check out more on these enhancements here.

In continuation to this update, please check out the enhancements in SalesIQ and Social. Here is the link to the post.

Regards,

Anumita

Access your files securely from anywhere

Zoho Developer Community

New to Zoho LandingPage?

Access Zoho LandingPage

Zoho LandingPage Resources

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Tout forum

France ZUGs

Zoho SalesIQ Resources

Topic Participants
Anumita Gupta

Sticky Posts
Zoho CRM Plus in 2023: Let's rewind
Hey everyone, There's something about December that makes us want to sit back and remember all the wonderful moments, as we get ready for the New Year, 2024! (Psst! We are also turning 10—yay!) This year, CRM Plus had a lot of wonderful updates, taking
The CX Workshops are back in 2023!
Hello, can you see my screen? Can you hear me? This is a phrase we've all been saying more often than "good morning" over the last couple of years. Well, now it's time to re-connect in person. We're excited to invite you all to the CX Workshops we've
Refer Zoho CRM Plus to your friends and earn rewards!
Hey everyone, We'd like to thank you from the bottom of our hearts for continuing to be our esteemed customers. Now you have the opportunity to refer Zoho CRM Plus to your friends or family members who are looking for a suitable solution to enhance
Social in CRM Plus now supports TikTok, Instagram Stories and Reels, and YouTube Shorts
Hey everyone, We are excited to inform you that Social in CRM Plus now allows you to publish on TikTok! We've also updated it to let you create Instagram Stories and Reels, as well as YouTube Shorts. Here's a brief about the updates. Publishing on
Unified telephony in Zoho CRM Plus
In any business, managing calls with the prospects or customers is an integral part of a salesperson or a support agent's daily life. They have access to information about the customers within Zoho CRM, and they also use a suitable PBX service to communicate