Zoho Desk : le service client en 2022

Zoho Desk : le service client en 2022

Bonjour à tous,

L'année 2021 n'a pas été facile, mais nous sommes fiers de savoir que nos clients ont été en mesure d'offrir des expériences uniques à leurs clients dans différents secteurs.



Tout comme l'année dernière, nous nous attendons en 2022, à ce que l'assistance à distance et le libre-service soient des priorités pour les équipes de service client du monde entier. S'il est vrai qu'offrir une assistance rapide et cohérente est essentiel pour le succès d'une entreprise, l'expérience des employés est devenue tout aussi importante. C'est pour cela que nous lançons des fonctionnalités de libre-service et d'amélioration de l'UX, pour vous aider à offrir des expériences exceptionnelles.
 
Voici quelques fonctions qui seront bientôt disponibles.

Conversations guidées

Les conversations guidées font partie d'une plateforme de self-service low-code permettant d'engager le dialogue avec les clients de manière systématique, avec des réponses appropriées et intuitives. Grâce à elles, vous pouvez créer des agents virtuels pour guider vos clients, en configurant des flux prédéfinis vers des FAQ pertinentes. Les conversations sont également pilotées de manière contextuelle par des webhooks et des informations pré-chargées, pour que les clients puissent trouver une réponse à sa question. Vous pouvez déjà demander un accès anticipé.

Intégration des canaux de messagerie instantanée

Vous pouvez maintenant intégrer Zoho Desk avec les 4 principaux canaux de messagerie instantanée : WhatsApp, Telegram, LINE et WeChat. Ces intégrations vous permettent de recevoir et de répondre aux demandes en temps réel des clients via ces plateformes populaires. Nous pensons que l'expérience client est améliorée si vos clients peuvent créer et suivre des demandes d'assistance à partir d'applications qu'ils connaissent et utilisent déjà au quotidien. Testez-le en avant première.

Une interface utilisateur remaniée 

Une bonne expérience pour l'agent contribue à améliorer la qualité du service client. C'est pourquoi nous avons remanié l'interface utilisateur en utilisant notre philosophie de conception exclusive, appelée DOT-Design Optimization Thinking. Elle repose sur une approche à plusieurs volets qui permet une communication et une navigation supérieures pour les agents, sans limiter la flexibilité de la gestion. Il s'agit également d'un pas en avant pour faire de Zoho Desk une plateforme totalement inclusive pour les personnes handicapées.
 
Le DOT est notre point d'ancrage. Qu'il s'agisse de la police, d'une image ou de la mise en page d'une application, tout évolue à partir de ce point. Nous voulions créer un nouveau design basé sur cette même philosophie, et ceci marque le début de l'évolution de Zoho Desk. Découvrez DOT dès maintenant.
 
Comment nous avons terminé 2021 :
 
Nous avons publié quelques fonctionnalités et mises à jour pour une expérience utilisateur améliorée :
  • Base de connaissances multilingue : il est essentiel de parler la langue de votre client. Grâce aux nouvelles fonctionnalités multilingues de Zoho Desk, les équipes d'assistance peuvent désormais passer à l'étape supérieur en traduisant et en publiant des articles de base de connaissances dans plus de 40 langues !
  • iOS 15 pour Zoho Desk : pour offrir aux utilisateurs des améliorations qui leur permettent de mieux contrôler leur application sur leurs appareils. L'objectif est d'améliorer l'expérience utilisateur et de rendre l'assistance en déplacement plus pratique, avec de meilleures fonctions multitâches, des notifications améliorées...
  • Plus de 200 extensions pour Desk sur Zoho Marketplace : transformez l'expérience de vos clients grâce à des extensions plug and play sans code qui répondent aux besoins spécifiques de votre entreprise. Il vous suffit d'intégrer ces extensions à votre compte Desk et le tour est joué !
 
Commencez donc l'année 2022 avec tous les outils en main pour vous aider à créer des expériences client exceptionnelles.
 
Nous vous souhaitons à tous une excellente année à venir !
L'équipe Zoho France

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                                                            • Desk - Astuce #5 : Déplacer les tickets entre les départements

                                                              Bonjour à tous, Il n'est pas rare que vos clients créent des tickets dans un département qui n'a pas l'expertise requise pour les traiter. Vous devez transférer ces tickets vers le département concerné, afin qu'ils ne passent pas à travers les mailles

                                                            • Zoho Desk - Nouveautés 2023

                                                              Bonjour à tous,  Comme vous le savez, Zoho cherche en permanence à vous proposer des logiciels complets et au plus proche de vos attentes. C'est pourquoi toute l'équipe Zoho Desk est fière de vous présenter la nouvelle version de votre logiciel de service

                                                            • Desk : Le cycle de vie d'un ticket - Introduction

                                                              Voici une nouvelle série en 3 chapitres, dans laquelle nous allons vous dévoiler comment Zoho gère l'intégralité de son service client sur Zoho Desk.   Zoho compte plus de 60 millions d'utilisateurs à travers le monde et offre plus de 50 différentes solutions.

                                                            • Zoho Desk - Chapitre 1 : Anticipez vos besoins

                                                              Bonjour à tous, Continuons notre série de la rentrée et découvrons comment Zoho gère 60 millions de clients grâce à Zoho Desk. Contrairement à ce que l'on peut penser le cycle de vie d'un ticket commence bien avant qu'il arrive dans notre logiciel client.

                                                            • Desk Astuce #6 : Ajouter plusieurs comptes réseaux sociaux

                                                              Bonjour à tous, Découvrons dans cet article comment vous pouvez ajouter plusieurs pages d'un meme réseau social dans Zoho Desk. Pour cela suivez les étapes suivantes : Connectez-vous à Zoho Desk avec les privilèges d'administrateur. Cliquez sur les paramètres


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