Using Zoho Service Plus - A checklist
Once you've signed up for Zoho Service Plus, there are quite a few things you need to do to set up and launch your customer service journey.
Customize Organization Information
One of the most important ways to get noticed by potential and existing customers is by filling in your company information. As a business owner, you start customizing your account with essential details such as the company logo, custom domain, business hours, holidays, location, time zone, operating languages, acceptable currency, etc. You may need to enter this in more than one application to present your company in a professional and consistent manner.
Add and Manage Users
After customizing your business information, you now have to add users who help with your company's customer service. You can give each user access to certain applications to do specific tasks. For example, you can add your customer-facing teams to the Desk account while adding your engineers and project managers to Projects. In addition, you can dictate the level of access each user will have–from administration to basic access and everything in between.
Note:
- You can add a maximum of 10 users during the trial period of your Zoho Service Plus subscription.
- By default, email invitations are sent to added users so that they can choose a password and activate their user accounts.
Manage Billing and Subscription
Although Zoho Service Plus is a complete customer service suite with eight applications, it features a single payment plan. Also, the eight individual applications come with their highest plan, so you can take advantage of all the critical features they offer.
Service Plus offers a free 15-day trial for ten users, after which pricing is determined based on the number of users you purchase. You must upgrade your subscription to a monthly or annual billing cycle during or at the end of the trial for continued access to the suite.
Note:
- There are application-specific add-ons to increase the number of light users, website visitors, and database rows, which might need to purchase in addition to the subscription.
Import Customer Information
If you are migrating from another platform and have the customer and associated information stored in a sheet, you can instantly import them into your Zoho Service Plus account. You can import the following information from a CSV, XLS, VCF, JSON, and MPP file depending upon the application you import them into.
- Import contacts, accounts, tickets, activities, products, and knowledge bases into Zoho Desk.
- Import users and tasks into Zoho Projects
- Import contacts into Zoho Assist
- Import contacts into Zoho Lens
Set Up Help Desk Channels
What is a customer service platform without the means to engage your customers? So it's time to set up the channels where your customers can converse with your team and submit their support tickets. Zoho Desk natively supports the following channels:
- Email
- Live Chat
- Instant Messaging
- Community
- Web Forms
- Help Center
- Social
- Telephony
Create New Project
When you sign up for Service Plus, you'll see a sample project demonstrating many of Zoho Projects' features. In addition to this, you can create a new project to suit your team's needs and workflow. For example, you can create a private or public project with custom tabs that start and end at a specified time. Next, you can add tasks and assign them to the project's users to get them to work on them quickly.
Embed SalesIQ Code Snippet
If your customers have a problem, likely, they will visit your website or support center before they pick up their phone or send an email. So, popping up a chat window on your sites to offer real-time customer service increases the likelihood of retaining them. To do this, you need to embed the SalesIQ code snippet on your website and other places your customers visit to seek support. Once done, your team can engage with customers to provide a round-the-clock personalized customer service experience. For example, you can proactively engage with customers who land on your website's support, returns, and exchange pages.
Create Survey
Listening to your customers is an effective way to tune into what they like and dislike and spot any scope for improvement in your support process, products, and services. So creating a new survey to collect customer responses could be your next step. You can build a survey using over 25 question types and features like skip logic and piping. Once ready, you can send it to ticket requestors from inside Zoho Desk and get their feedback stored in their ticket for effortless follow-up.
Review Next Steps
Now that you've become familiar with the basics let's look into how our different features can take customer service to the next level.
Automation
Customer service expects immediacy every moment, and your teams must serve customers as quickly as possible. For this purpose, Service Plus offers automations that help streamline your customer service and help address the needs of increased organizational and business complexity. Here are some of them available across the suite:
- Desk - Service levels, contracts, automated ticket assignments, escalations, notifications, macros, custom predictions, and process automations (like workflows and blueprints) help respond faster and better.
- SalesIQ - Triggers, lead scoring, chat routing, call routing, and visitor routing help deliver efficient customer support through your existing web presence.
- Projects - Blueprints, workflow and business rules, custom functions, service levels, and webhooks help skip the extra work while working on your tasks and processes.
- Analytics - Auto analysis help generate reports and dashboards from your data using MI and AL techniques. Data blending combines data from various sources to build cross-functional visualizations.
Self Service
Besides the traditional self-service solutions such as knowledge bases, community forums, and multi-band help centers, Zoho Service Plus offers advanced capabilities that empower your customers to find answers by themselves. Here are some of those capabilities that you can configure in your account:
- Zia Bot - The AI-powered assistant can process customer questions and suggests appropriate solutions from your knowledge base.
- Guided Conversations - A conversational self-service platform that steers conversations by asking relevant questions through a predefined chat and systematically leads your customers to the best solution.
- ASAP - An embeddable solution that carries your self-service capabilities such as customer service, knowledge base, user community, live chat, Zia bot, and guided conversations into your website, mobile app, or SaaS product.
Integrations
Most of the Zoho Service Plus applications are themselves integrated, and all you need to do is enable them to connect and send information from one app to another. Here are some of the integrations you can take advantage of:
- Zoho Cliq for Zoho Desk
- Zoho Projects for Zoho Desk
- Zoho Assist for Zoho Desk
- Zoho Lens for Zoho Desk
- Zoho Survey for Zoho Desk
- Zoho Analytics for Zoho Desk
- Zoho Desk for Zoho SalesIQ
- Zoho Assist for Zoho SalesIQ
- Zoho Analytics for Zoho SalesIQ
- Zoho SalesIQ for Zoho Survey
- Zoho Analytics for Zoho Survey
- Zoho Assist for Zoho Projects
- Zoho Analytics for Zoho Projects
- Zoho Projects for Zoho Cliq
Mobile Apps
Great customer service for your customers should continue even when you're not at your desk. Zoho Service Plus offers a full suite of mobile apps that make it easy to access customer information, reply to tickets, view help desk insights, plan and track projects, connect with live visitors, create surveys and view responses, start a remote support session, access reports and dashboards on the fly. All you need to do is download the apps for your phone from the Google Play Store or Apple App Store.
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