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.
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
Access your files securely from anywhere
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Florence Barbier
Sticky Posts
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 maillesZoho 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 serviceDesk : 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
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
[Webinar] The Transformative Power of Gen BI
Traditional decision-making tools are no longer enough. The integration of generative AI into business intelligence (BI) is proving to be a true game changer—enabling businesses to make faster, smarter, and better informed decisions. Early adopters ofBackorder process review - Automating Removal of Sales Order from "On Hold" When PO is Received
Hello Zoho Inventory Team, Currently, sales orders in On Hold status are released only when the bill for the purchase order is created. In our workflow, it would be much more efficient if the sales order could automatically move out of On Hold as soonHow to access the saved Query using API?
I have created a query in setting. Is it possible to access it from a API? What's the endpoint? I tried /v8/queries/important_deals but didnt' work.création d'une base de données
base de donnee d'un lycéeUser Session variables to recall after form submit & redirect to menu
Hey, Forgive me if this is a simple answer I have overlooked. I have built a big onboarding process for my SAAS platform which is built and managed by an external Dev team. I am hoping to embed my new creator app on the SAAS platform. I have a menu pageZoho Writer Merge Template with data from Zoho Analytics Views
Hello, Is there any way to pull information from Zoho Analytics and put it into a Merge Template? I am trying to create a bulk export of one report that filters on a field to create a single document for each of the filter fields.Having to enter bill before stock shows as available.
Hi, Am I right in thinking you must create a bill from the purchase order receipt before the goods are available for shipping?Agent Availability Report
From data to decisions: A deep dive into ticketing system reports Businesses need to track when their support agents check in and check out from work. This report, titled Agent Availability, is one of the static reports that helps managers track the numberWriting by Hand in "Write" Notes
Hi there! I just downloaded this app a few moments ago, and I was wondering if there was a way to write things by hand in "Write" mode instead of just typing in the keyboard. It would make things a bit more efficient for me in this moment. Thanks!AI-driven construction analytics using Zoho Projects Plus
Construction projects thrive on timelines; if a project is completed on or before the expected time, it makes headlines, but if it gets delayed, the company’s credibility will be at risk. Such projects require precise planning and constant monitoring,Canadian payroll
Hello ZOHO, is any updates on when payroll for Canada will be available?Unified customer view: Bringing product intelligence into your CRM data
For businesses today, applications and digital interfaces are the main touch points in the customer journey. While Zoho CRM data already tells who your customers are and what they buy, Zoho Apptics tells you how they interact and engage with your product.Zoho Creator SaaS app with multiple client AND multiple users
I am close to finalizing a Zoho Creator app that will be used by different companies to manage sale info, and each company can have multiple users using the app. Things were going perfectly until I tried a search on a report. I use a database field in each table to separate the data for each company, which works great. BUT when I do a search, I get to see ALL the data. This means that Company A could easily see the data from Companies B and C via the built-in search. Is there a way to set up theProject Change Orders and Additions
We are in the process of migrating from QuickBooks Online to Zoho Books. We have Zoho One and like the ability to sync all of our data across everything. And I like that projects work in a way that's less dumb than QuickBooks. I'm trying to figure outTrack online, in-office, and client location meetings separately with the new meeting venue option
Hello everyone! We’re excited to announce meeting enhancements in Zoho CRM that bring more clarity and structure to how meetings are categorized. You can now specify the meeting venue to clearly indicate whether a meeting is being held online, at theCreate custom rollup summary fields in Zoho CRM
Hello everyone, In Zoho CRM, rollup summary fields have been essential tools for summarizing data across related records and enabling users to gain quick insights without having to jump across modules. Previously, only predefined summary functions werePossible to send Zoom AI Companion transcripts and summaries to contacts in CRM?
Title says it all. Is it possible to send Zoom AI Companion transcripts and summaries to contacts in Zoho CRM?Introducing segments for targeted user engagement
Hello everyone, We’re excited to announce Segments in Zoho Apptics, a new way to group users based on their behavior, preferences, and app activity. With Segments, you can deliver more meaningful, timely, and relevant experiences to your users. When combinedHow do I edit the Calendar Invite notifications for Interviews in Recruit?
I'm setting up the Zoho Recruit Interview Calendar system but there's some notifications I don't have any control over. I've turned off all Workflows and Automations related to the Calendar Scheduling and it seems that it's the notification that is sentPosibility to add Emoticons on the Email Subject of Templates
Hi I´ve tried to add Emoticons on the Subject line of Email templates, the emoticon image does show up before saving the template or if I add the Emoticon while sending an Individual email and placing it manually on the subject line. Emoticons also showClarity on extended contract status
Clarity on “extended” status- How does Zoho “extend” a contract? E.g. if client extends by 1 month, can the “end date” be adjusted accordingly in Zoho and tagged as “Extended” with a clear audit trail that also captures the client’s email? Note- EmailCustomizing contract status
Can we customize/add/remove status on Zoho contracts ourselves or does Zoho needs to do this? Context- There is a long list of status on Zoho but not all of them are relevant for us . There are few status which are missing and needs to be added. E.g-Set Custom Business Calendars and Holidays for Global Teams
Managing a project across diverse teams means accounting for more than just tasks and deadlines; it means acknowledging how and when each team actually works. Users might follow different working days or observe region-specific holidays that cannot be[Integration edition] Deluge learning series - Integrations between Zoho apps and Third-party services with Deluge | 28 August 2025
We’re excited to welcome you to the Deluge learning series: Integration edition! The Integration edition will run for three months: Session 1 – Integrating Zoho Apps with Deluge using inbuilt integration tasks Session 2 – Integrating Zoho Apps with DelugeCritical Vulnerability in all major password manager plugins - is Zoho Vault affected?
Hi Zoho, a security researcher found a critical clickjacking vulnerability in all major browser password managers: DOM-based Extension Clickjacking: Your Password Manager Data at Risk | Marek Tóth Is Zoho Vault affected as well? Apparently the Vault extensionIntroducing SecureForms in Zoho Vault
Hey everyone, Let’s face it—asking someone to send over a password or other sensitive data is rarely straightforward. You wait. You nudge. You follow up once, twice—maybe more. And when the information finally arrives, it shows up in the worst possibleTables from ZohoSheets remove images when updated from source
I have a few tables from a ZohoSheet in a ZohoWriter document that will remove the images in the cells when I refresh from the source. The source still has the images in the table when I go to refresh. After updating from the source, as you can see theChange eMail Template for Event-Invitations
Hello ZOHO-CRM Team How I can change the eMail Template for Event-Invitations? I work with the German Version of the Free Version. I know how I can modify eMail alerts or Signature Templates, but where I can other eMails modify you send out? Thank you for your answer. Regards, JuergInventory Adjustments
Hi, How to transfer the material from one head to another ? Like materials purchased for manufacturing the laptop need to transfer from consumption inventory (Quantity of raw materials reduced) to destination inventory ( Quantity of Laptop increased)Need Your Insights
Hi Zoho, I'm confused why the flow only sends to one output. setVariable15 is from a list. It doesn't consider the 2nd entry. Any thoughts?Map Dependency Fields - How can can I limit picklist values from a multi-select Parent field?
I know the "Map Dependency Fields" feature doesn't allow a multi-select parent field. However, I need the functionality. Can I do it through a deluge function, and would it still support color coding picklists? We need the color coding for quick scanningDYK 1 - Color Palette for Enhanced Visual Identification of Status
Introducing the Did You Know series of posts. The goal of this series is to familiarize users with certain features or enhancements in Zoho Projects that may not be evident at first glance. The first post in this series deals with color palettes for indicatingInvalid field in the COQL query
Dear Zoho Support! I believe that you already helped me with a similar problem a few years ago. One of my clients has a custom field named "LOB" in the "Deals" Module (see the field's metadata below). The COQL query using this field: : "select id, Deal_Name,Automating Employee Birthday Notifications in Zoho Cliq
Have you ever missed a birthday and felt like the office Grinch? Fear not, the Cliq Developer Platform has got your back! With Zoho Cliq's Schedulers, you can be the office party-cipant who never forgets a single cake, balloon, or awkward rendition ofTransferring domain registration to new registrar and switching email hosting at the same time?
I need to transfer an existing domain uv cure adhesive that's currently with SiteGround to Porkbun. I also need to move the existing custom email addresses from SiteGround to Zoho Mail. I'm not sure if I should transfer the domain first and then tackleSplit deposits
Can Zoho do split deposits. One deposit, two checks for two separate invoices from different customers. This is one of the most common tasks I can imaging. When I mark the two invoices paid, there are two deposits in bank register. When I try to match,Feedback: Streamlining Note Management in Zoho Notebook
Dear Team/Support, I would like to share some feedback regarding the note management system that could help improve usability and accessibility for users like myself. Notebook 1 (screenshot attached): Currently, the system does not allow selecting andDeactivate Desk Contact without Deleting Contat
We have a client who has multiple tenants for regulatory purposes, and as such, has a few users that have email addresses in both tenants. They've then emailed into the ticketing system, so we have multiple contacts (no big deal, we want to keep theirDelete my store of Zoho commerce
Hi Team, I want to delete my stores of commerce. Please help me asap. Looking for the positive response soon. Thanks Shubham Chauhan Mob: +91-9761872650Ability to add VAT to Retainer Invoices
Hello, I've had a telephone conversation a month ago with Dinesh on this topic and my request to allow for the addition of VAT on Retainer Invoices. It's currently not possible to add VAT to Retainer Invoices and it was mutually agreed that there is absolutely no reason why there shouldn't be, especially as TAX LAW makes VAT mandatory on each invoice in Europe! So basically, what i'm saying is that if you don't allow us to add VAT to Retainer Invoices, than the whole Retainer Invoices becomesNext Page