The customer support process has changed. The advent of digital communication channels and contactless support services has empowered customers to take control over how and where they seek assistance and services. On the flip side, standalone customer support software has yet to keep up with the modern support process. Companies layered on more and more point solutions, forcing agents to navigate numerous tools and make updates most of their time instead of what they are supposed to do—customer support.

 

The Zoho Service Plus removes the difficulties of the regular customer support software so that agents, admins, and internal teams can spend more time on what matters to their business—their customers. Built around support folks and the customers they serve, it combines nine of Zoho's powerful applications into one attractive bundle. Let's get into the benefits of using Zoho Service Plus to help you understand why this should be an integral part of your customer support arsenal.

Businesses must put their customers and their happiness at the center of everything they do to increase loyalty, reduce churn and maintain a competitive edge. This requires them to deliver a consistent, relevant experience across every stage of the customer's journey. Zoho Service Plus ensures customer centricity by unifying your customer service teams to manage all interactions from one place, providing solid and consistent communications across different channels.

Customers interact with businesses in various channels that span phone, email, live chat, forms, mobile applications, instant messengers, and social media. In many companies, these interactions are often disjointed, wherein customer engagements in one channel don't reflect in the interaction in the next. Zoho Service Plus bridges this gap with a seamless blended engagement experience across channels, ensuring customer conversations are a continuum from previous interactions regardless of their origin channel.

To provide seamless customer support, businesses should bridge the communication gap between different support agents, teams, and even departments within the company. Features such as team feeds, real-time messaging, instant notifications, milestone tracking, shared calendars, forums, document sharing, video chats, and group chats allow teams to work together to create a consistent experience.

Customers today wish to spend as little time as possible to get a resolution, which means increasing your teams' productivity is important.

Zoho Service Plus empowers your customer service teams with the right tools to deliver faster resolutions. Features such as work modes, snippets, collision detection, notification center, and macros ensure that your agents quickly and efficiently assist customers. In addition, blueprints, journeys, workflows, assignment rules, and service-level agreements turn your complex business processes into automated, efficient solutions.

Most unified solutions in the market are point solutions stitched together and meant to operate as one cohesive solution. Such solutions can never truly communicate with each other in real-time or with 100% accuracy. With Zoho Service Plus, you get more than just a single product or a tightly integrated suite that seamlessly works together and excels in the more challenging elements of customer service management. Some examples of integrations are: agents can initiate an augmented reality-based remote session from inside tickets, slice and dice help desk data in analytics, convert live chat conversations into tickets, send targeted surveys to requesters, and orchestrate customer journeys across applications.

When you use multiple apps for customer service, your data often ends up in silos, remaining in isolation and failing to provide a comprehensive view of how teams are performing, how performance might relate to processes, where the most effective outcomes are possible, and so forth.

Zoho Service Plus allows you to create dashboards that blend different aspects of your business. Run combined analysis correlating your customer service efforts with project performance or your customer data in SalesIQ with support tickets. This way, you provide better customer service, product development, workflows, and business processes.

Using multiple products from different vendors, not to mention managing all those user licenses and reconciling separate invoices for every team in your company, isn't practical. It would be best to easily manage activities such as adding user accounts, assigning roles and permissions, and creating departments and teams. Zoho Service Plus simplifies setup and administration, minimizing your time managing the system without impacting functionality, security, or user experience. Also, with one straightforward pricing plan and one invoice for the entire CSM platform, you no longer have to keep track of multiple recurring payment cycles.