Why choose Enterprise over Professional plan - Zoho Desk Knowledgebase

Why should you choose our Enterprise plan?

The Enterprise plan is designed to offer great value to any large business. This is especially true for companies looking to reduce their support costs (compared to the competing help desks) while increasing the productivity of their agents.

With a month-to-month subscription, you pay $45 per agent seat per month, which comes out to $540 per agent per year. However, if you pay for a year in advance, you save 22% compared to paying per month. That means you get 12 month’s Enterprise usage for the price of 10 months.

While the Standard, Professional, and Enterprise plans contain the same applications, there are some advantages to our Enterprise-class features, such as live chat channel and multi-brand help centers. If you're looking for the kinds of advanced reporting capabilities often required by big businesses, you might want to check out the Enterprise plan.

10 reasons to choose Enterprise over Others:
  1. Provide your customers the convenience to chat without them having to leave looking for their phone or email. Built-in live chat support allows you to develop deeper customer relationships while reducing your support turn around times. Embed an entirely customizable live chat widget in your Help Center or on your websites.
  2. An Enterprise-class business account can have various business units. Each of these units may have their ticketing system, knowledge base, accounts and other support-related data, specific to their domains. Now, offer customer support for all these business units (your brands) from one Zoho Desk account. With an Enterprise account, you can create unlimited self-contained departments.
  3. When you've set up multiple departments, the next requirement will naturally be to generate organization-wide reports that aggregate data from all your departments. The cross-departmental reports feature is exclusive to the Enterprise plan and can show you the big picture, allowing you to see your key metrics at a glance.
  4. Distinguish the identity of your brands by providing each brand its own Help Center. The multi-brand help desk enables you to customize how your Help Center looks, and give your customers different service channels, SLAs, notifications, and Knowledge Base articles for each brand you support.
  5. Manage advanced help desk operations with ease using Blueprints. It enables you to create flowcharts with automated steps, notifications, and requirements to follow and keep processes on track. Agents only see the actions applicable to them and cannot move forward unless all their mandatory steps are complete.
  6. Get up-to-date reports to guide your sales and marketing strategy with scheduled reports, a unique Enterprise feature that allows you to run reports automatically for specific time periods and have them delivered to your email. For example, a support manager may want to look at a report of escalated tickets that were closed each month; with scheduled reports, they'll be able to measure your metrics regularly with ease.
  7. Store all your customer support contracts in the cloud with Enterprise. Allow agents to view contracts so they can deliver the agreed upon service from inside Zoho Desk. You can define contract periods, set renewal alerts, define products and a lot more.
  8. Large companies often lose track of their permissions structure, leaving sensitive information exposed to approved access. The Enterprise plan offers you a Role-based security system to control the access rights of your agents who are working with help desk data and modules, such as tickets, tasks, accounts, contacts. You can even control which data can be shared between peers within your help desk.
  9. Add up to 50 light agents who can stay informed about tickets and, when needed, add private comments to advise agents, which only the internal teams can see. All this, for no extra fee.
  10. In addition to these benefits, the Enterprise plan also provides your organization with increased capacity for a number of individual features, including:
    • Unlimited email aliases for tracking support tickets
    • 50 web-to-ticket forms to capture tickets from your websites
    • 30 workflow automation rules per department per module
    • 30 time-based automation rules per department per module
    • 30 ticket assignment rules to auto-assign tickets to agents
    • 30 macros per department per module
    • 20 SLAs to meet your service level obligations
    • 50 user profiles and 250 roles to control user permissions.

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