Zoho Desk: 2023 Feature Release - Extending self-service experience and omni-channel abilities
Empowering customers to find solutions on their own
Introducing Guided Conversation (GC), an intuitive and conversational self-service platform to meet business and customer needs with greater efficiency.
The platform encourages customers to chat with the GC widget, which leads the conversation by asking relevant questions, providing answers, displaying choices, and more. GC steers the conversation in the right direction based on customer responses.
You can quickly put together a self-service platform with an easy drag-and-drop builder. All you need is drag and drop blocks, add variables or dynamic placeholders, and connect paths to determine the sequence of events. For added functionality you can configure webhooks that can seamlessly interact with other Zoho processes and third-party applications providing a holistic customer experience. The flows can be easily hosted on the website, landing pages, and mobile applications by associating them with ASAP or GC Widget.
Overall, GC is a low-code tool that reduces costs, saves time, enhances process efficiency, improves customer satisfaction, and increases agent productivity.
Here's a glimpse of the flow builder:
Improving customer satisfaction with prompt and improved resolutions
Introducing Instant Messaging, which helps you manage customer questions from multiple platforms. Zoho Desk can be integrated with popular messaging channels, such as WhatsApp, Telegram, LINE, and WeChat, allowing customers to raise tickets directly from their preferred applications. Your agents can receive and respond to real-time requests using these apps. This seamless integration helps in providing 360-degree customer service with quicker resolutions.
A sneak peak at the benefits of Instant Messaging:
- Manage customer questions instantly.
- Improve customer engagement with easy article sharing and send canned responses to the most common questions.
- Assign tickets to the right agent with just a click.
- Provide quicker ticket resolutions.
- Convert conversations into service tickets and allow customers to track the status.
Resources: Help Documents | FAQs
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