New Releases in Radar to Level Up Your On-the-go Support Experience
Hello everyone,
Time is a precious commodity in customer service. The faster the service, the happier the customers. However, it is the quality and consistency of service that earns their loyalty. The Radar app for Zoho Desk can help maintain quality while empowering agents to provide fast, effective customer support.
Last month, we rolled out two new features and enhancements to level up your on-the-go support experience. Let's discuss each feature in detail.
Create Custom Dashboards On the Go
Dashboards present data in an easy-to-consume format using visualizations like charts, graphs, and tables. Radar offers an assortment of prebuilt dashboards to supervise your help desk's activities remotely.
Now, you can also create new dashboards from the Radar app to organize and track unique, business-specific insights. This capability of Radar can come handy when you're away from the office and need to generate specific insights to understand an ongoing situation.
Creating a custom dashboardConsider the example scenario below.
Manage Incidents Remotely
Charles is a support manager at a software company. While traveling to meet a client, he is notified that the company's help desk is dealing with a major problem that is affecting multiple users. But Charles isn't stressed because he has the Radar mobile app.
If his existing dashboards aren't providing the information he needs, Charles can quickly create a new dashboard that displays relevant metrics and communications, enabling him to track his team's progress toward resolving the issue. Charles can now confidently monitor the situation remotely and guide his team to support the affected users and deliver a satisfactory resolution.
In addition, you can create new dashboard folders to group dashboards based on their purpose, such as incident dashboards, team dashboards, and business dashboards. Sorting dashboards into folders helps you locate the data you need to monitor customer service remotely and respond to issues quickly.
Pinned Items: Create shortcuts for frequently used items
To provide agents and managers with instant access to information and resources, we've added a new feature in Radar: My Pins.
You can now pin the critical information and items you frequently view to the Radar home and access them anytime. For support teams, pinned items help agents increase productivity and make effective decisions. For managers, My Pins is a helpful tool for monitoring tickets, activities, customers, and agents.
Pinning a ticketYour pinned items can be viewed in two styles.
Switching between icon and list views for my pinsIcon View
Displays the pinned items as icons along with their names.
List View
Pinned items are displayed as a list. Along with the item name, the list view also displays the type of the item.
Here are some ideas on what to pin:
- Pin tickets that you want to read later.
- Never miss new developments by pinning tickets that keep reopening.
- Meet SLAs punctually by pinning top priority, near due, and over due tickets.
- Create a to-do list for activities using My Pins.
- Pin ticket and activity views that you frequently use.
- Stay on top of things by adding critical dashboards to My Pins.
- Pin important customers to nurture their loyalty.
- Pin agents whose performance you want to monitor closely.
Learn how to pin items in Radar from our knowledge base.
Sprucing Up Your Radar Menu
Like My Pins, the Radar menu also supports both the icon and list views to help you browse through the items more easily.
Start Personalizing Your App
Custom dashboards and pinned items are powerful features that can personalize your experience and take your customer support game to new heights. We hope you find these updates helpful; stay tuned for more.
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