Zoho Live chat doesnt chat on CRM Contact page????
We have used Salesforce Live Agent for the last 8 years and the chat comes in on the Contact record which is logical and intuitive as the chat agent can see the customers sales history and open opportunities...etc...
We just migrated to Zoho CRM and I am bewildered to have discovered that Zoho Live chats do NOT come in on the actual Contact record. The chat comes in on the SalesIQtab and the chat agent has to then open the customers Contact page and switch back and forth on the 2 different tabs during the chat. This is counter intuitive to a seamless workflow, and I cant believe that Zoho was unaware of how well Salesforce Live agent works and didnt aspire to incorporate this into their own CRM functionality. (Now before anyone says "It does chat on the contact record when using Zoho Desk") My answer is: We are not using Zoho Desk as we are using Zoho mostly as a sales tool (CRM) and not for creating tickets.
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