A Guide to Instant Messaginng

A Guide to Instant Messaging

An Overview

Zoho Desk's Instant Messaging module is a pay-as-you-go feature that enhances your business by making customer communication easy and efficient. In this document, you will find out why Zoho Desk's IM is the perfect messaging platform to take your business to the next level.


About the Zoho Desk Conversation Platform

  1. Zoho Desk integrates with the most popular messaging apps so your businesses can communicate with customers.
  2. With the Instant Messaging module, your help desk can conveniently communicate through various messaging channels.
Here's a sneak peak at the IM Platform (CPaaS):

Why Instant Messaging?
  • Most of the support channels often bring layers of complexities - IM manages all these interactions into a single connected system.

  • Our focus was on improving agent productivity with an intuitive approach and compatible interface.

  • Our seamless integration with customers' best-loved platforms such as WhatsApp, Telegram, LINE and WeChat.

Messaging Channels are supported by IM

  • WhatsApp
  • WeChat
  • LINE
  • Telegram
  • FB Messenger
  • Instagram (Coming soon)                          


Benefits of Instant Messaging – There’s more!

  • Manage your customer queries instantly coming from any of the below messaging channels easily available to be integrated with Zoho Desk.

  • Improving engagement capabilities by easy Article sharing and sending Canned Responses to common questions

  • One-click assignment of conversations to the right agent.

  • Allow businesses to communicate about the latest business trends, track sales and much more directly with your customers through the IM module.

  • Increase your Agent's productivity by easy management of multiple Instant Messaging channels from Zoho Desk.

  • Helps in converting the conversations into service tickets which can then be handled by your Agents and tracked by your Customers. Making it easier for customers to reach businesses like never before.

Happy Onboarding!

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