Zoho Desk now integrates with Zoho Inventory and Zoho Subscriptions
In an e-commerce business, customers are likely to reach out to support when they need help placing an order, tracking their shipment, or creating a return request. To be able to answer these requests, support agents need context about internal supply-chain processes—information that is often contained in your inventory management software.
If you use Zoho Inventory to manage your orders and shipments, then this announcement can be of great value to you. Zoho Desk now integrates with Zoho Inventory, bringing added context into your help desk, and enabling agents to perform their jobs even better.
Deliver contextual support, always.
The first level of sync between your inventory management and customer support software is a simple, but effective "product sync". At any given time, agents may need to juggle multiple customer requests across numerous products from your catalogue. Once you enable this sync on the set up page, products you've added to Zoho Inventory will automatically be added to the Products Module within Zoho Desk.
The overview tab on your left panel (see image below) is packed with even more information. For every contact you can view recent shipments, associated products, and shipping and billing addresses. So, when customers refer to their last order or wish to place a repeat order, your agents have all the information they need, right in front of them. They can draw on past order history and keep customer information up to date at all times. Context makes answering support questions easier for agents, and creates a seamless support experience for your customers.
Help customers place their orders.
Sometimes, a customer may approach customer support with questions about a product they are looking to buy. Once their questions have been answered and they are ready to place an order, typically, they must return to your website and manually place an order. However, with the Zoho Inventory integration, agents can create a sales order and raise an invoice from within Zoho Desk. A payment link is subsequently generated and sent to your customer. Once the payment is processed, a record can be manually added under the Payments Tab in Zoho Inventory, and this action will subsequently be captured under the Zoho Inventory Activities Tab in Zoho Desk.
From here on, every update to the movement of packages recorded in Zoho Inventory is synced with your help desk in real time. This gives agents visibility into the entire process, from order placement to delivery.
Integrate with Zoho Subscriptions
If you run a product company on a subscription model and use Zoho Subscriptions to keep track of your customer life-cycle and payments, you can now integrate it with Zoho Desk. Syncing the two will give your agents additional context about your customers right within the help desk. Agents can now view the customer's subscription details such as plan, subscription status, amount, and renewal date along with any invoices issued to the customer. This information comes in handy when your customers reach out to enquire about your product, upgrade to a different plan, or ask payment-related questions.
Valuable context can make every customer interaction great from the get-go. Integrating Zoho Inventory and Zoho Subscriptions with Zoho Desk puts you one step closer to offering seamless, all-rounded customer service. When agents have access to information at their fingertips, customers end up having a seamless support interaction with your team. Moreover, a powerful help desk tool such as Zoho Desk gives your agents the liberty to multitask and provide support across departments within your organization. For small startups, this can be especially useful, and for bigger establishments having cross-functional context can set you apart from the rest.
To understand how to set up the Zoho Inventory and Zoho Subscriptions integrations, you can refer to help documents for each. If you have any questions, please reach out to us.
Cheers,
Team Zoho Desk
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