Overview of Zoho Service Plus
A customer service management platform is a bundle of solutions with various features that agents use to help streamline pre and post-sales customer care processes. It focuses on creating consistency across all customer touchpoints, registering and integrating data, and offering self-service capabilities on websites and mobile apps.
The right CSM platform should benefit customers and agents mutually. For example, customers seek more immediacy and consistency when interacting with a business. Meanwhile, agents provide the best solutions since they have everything they need at their disposal.
A modern customer service management platform can draw upon multiple data sources, applications, and services. The ubiquitous omnichannel help desk software is often a key component, along with others including but not limited to:
- Conversational interfaces (live chat) on your websites to interact with your agents and create a new ticket automatically.
- Self-service tools such as knowledge bases, chatbots, and community forums to help customers find what they need and reduce the workloads on agents.
- Project management solution—from managing and tracking tasks to fixing issues/bugs—that helps complete your projects efficiently, increase overall productivity, and foster better collaboration from your teams.
- Remote support platform to initiate secure remote support and screen-sharing sessions that help agents to troubleshoot and resolve customer issues.
- An augmented reality software that guides technicians to solve critical issues such as industry bottlenecks, repairs, manufacturing, and production issues with instructions displayed right in front of them on smartphones, tablets, and AR wearables.
- Survey management system for creating and distributing surveys to customers and gathering their feedback to improve communication, process management, and decision support across the organization.
- Artificial Intelligence (AI) capabilities that intersperse across the platform and provide deep insights such as next-best actions, sentiment analysis, robotic process automations, etc.
- Powerful and unified analytics solution that pulls data into one central hub and helps track the critical metrics for common customer service and customer satisfaction goals.
What is Zoho Service Plus?
Zoho Service Plus is an intuitive and unified customer service management (CSM) platform that helps businesses provide outstanding customer experiences at every servicing touchpoint. It is an extension of your help desk software that comprises of eight channels in one unified interface, allowing all your customer support teams to work seamlessly.
Here what's part of Zoho Service Plus:
- Desk for help desk
- SalesIQ for live chat
- Projects for project management
- Survey for customer surveys
- Assist for remote access
- Lens for augmented reality remote assistance
- Analytics for unified insights
- Cliq for team collaboration
By bringing these channels together, Service Plus facilitates contextual communication, unifying all your customer data, thereby improving the relationship between companies and their customers.
Let's orchestrate a real-time customer service journey that utilizes the different capabilities of Zoho Service Plus.
In cases where agents can't provide a solution over chat, they will convert the conversation into a ticket for further engagement. The ticket gets routed to the appropriate agent or department to be able to act on it. During its life cycle, the ticket can pass through different statuses and get set with relevant due periods. Desk, the help desk application, enables your teams to handle customer tickets efficiently across any channel so that every complaint is heard and addressed.
Customers often tend to report a bug or an issue over support tickets which your engineering team must address as their highest priority. Your support team can create issues from tickets, notify engineering, and get updates on their resolution from within your help desk. In addition, your engineers may associate the issues with a task so that it's easy to track and close them together. Projects, the project management application, enables your teams to track and manage work while keeping track of deadlines.
Resolutions are often straightforward, allowing agents to respond to customer problems at the drop of a hat. However, sometimes they need to connect with customers remotely to walk them through troubleshooting or understand their concerns. This requires agents to access the customer's desktop or see a live video streamed in an augmented-reality environment. Assist and Lens, the remote assistance applications, allow your agents to access a customer's desktop remotely or leverage augmented reality technology to view the customer's surroundings through live video shots with their camera.
Besides resolving support tickets, it is crucial to have a customer feedback process in place. Monitoring and scrutinizing your customers' opinions and making changes in the product or service based on that is essential. For example, you can start a poll to get your customer's insights on creating a referral program. Survey—the online survey and questionnaire-building software—allows you to collect customer feedback, understand their experience with the brand, and improve the service where needed.
Lastly, a CSM platform should be able to garner insights, predict trends and make data-backed decisions to help improve customer service performance. Having all the data displayed using KPIs on dashboards that help allocate work and quicker decision-making is a must-have feature. Analytics, the BI and data analytics software, allows you to create insightful reports and dashboards to track your key performance indicators, such as how many tickets were resolved over a call vs. remote assistance, first response vs. resolution times, and the like.
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