【開催報告】顧客体験向上のためのZoho 活用術｜ユーザー交流会 東京 2023 vol.3

【開催報告】顧客体験向上のためのZoho 活用術｜ユーザー交流会 東京 2023 vol.3

皆さま、こんにちは。コミュニティチームの中野です。

 

10/27（金）にハイブリッド形式にてユーザー交流会（Meetup）を開催しました。

本投稿では、その様子をお届けします。当日の登壇資料など、こちらに共有いたしますので、ご参加できなかった皆さまもご確認ください。

 


 
















今月の開催回のテーマは「顧客体験向上のためのZoho 活用術」ということで、MIGACT 濵田 規史さんによるZoho CRM / Zoho Survey / Zoho SalesIQ のユーザー事例セッションのほか、弊社マーケティング部河田によるZoho CRM のアップデート情報やZoho SalesIQ - LINE連携を解説するZoho セッションを実施。

お楽しみ会は、Zoho サービスを活用し、顧客満足度アップを実現したこと、または今後満足度向上に向けて取り組みたい内容を共有し合うグループワークを行いました。

 

登壇いただいた濵田さん、そして参加いただいたZoho ユーザーのみなさん、ありがとうございました！

 


事例セッション

顧客満足度・対応品質向上に向けた事例共有
Zoho CRM / Zoho Survey / Zoho SalesIQ 


 

現在Zoho One を利用中の濵田さん。今回はCRM Plus内のサービス（Zoho CRM / Zoho Survey / Zoho SalesIQ ）の活用例を発表いただきました。

 

 《利用イメージの全体像》 


 

取り上げたトピック *一部抜粋

・Zoho CRM　

　メモを入力すると、Zapier 連携でSlackに通知が飛ぶように

　ワークフローで設定した日程に近づくとリマインドメールを送信


 



・Zoho Survey　（アンケートやフォーム用途として活用）

  Zoho CRM との連携：問い合わせフォームに入ってきた情報を見込み顧客に。CRM 上の契約プランに連携し、ステータス管理を自動的に反映。

　Wordpressとの連携


 ⇨ 



 


 

・Zoho SalesIQ

　自社Webページにチャットボットを設置し、回答内容に応じた分岐を作成。

　ウェブサイトの訪問状況をトラッキング。

 


 

 《まとめ：気づいた点・失敗談》 



「3. 作り込みすぎは要注意」の内容で、Zoho CRM のワークフローが競合してしまうお話が非常に興味深かったです。機能の利用目的を整理しておくことは、サービスを運用する上で常について回るものだと改めて実感しました。

 

 

Zoho セッション

顧客体験向上は小ワザの積み重ね！　意外に使えるZoho の新機能を紹介



Zoho CRM の直近のアップデート情報や、Zoho SalesIQ - LINE 連携の解説や、先日行われたZoholics Japan 2023 のダイジェストを共有しました。

 

取り上げたトピック *一部抜粋

　・Zoho CRM

 　    差し込み文書機能

 　　配信停止ページのカスタマイズ

 　　メールの信頼性レポート など

　・Zoho SalesIQ

   　　LINE 連携

  　　Open AI 連携（会話の要約、メッセージ作成支援）


 

お楽しみ会「みんなで考えよう！ Zoho を使った顧客満足度アップの方法」　

Zoho サービスを活用し、顧客満足度アップを実現したこと、または今後満足度向上に向けて取り組みたい内容を共有し合うグループワークを行いました。

 

 

 

当日の作品を一部、こちらで紹介します。

・Zoho Social で自社のSNSモニタリング を行い、特定のキーワードに該当する投稿があった際にフォローアップを行う

・Zoho Campaigns によるサンクスメール自動配信

・Zoho Forms （問い合わせ、資料請求フォーム） とZoho CRM 連携し、Forms から問い合わせがあった際に、CRM からフォローメールを配信 

・Zoho CRM で商談履歴を確認しながら顧客対応


最後に

 

今後もこのようなユーザー交流会や、課題解決型のワークショップイベント 「Zoho ワークアウト」を引き続き開催していきますので、ぜひご参加ください。

（次回のZoho ワークアウトは11/16に開催します）

 

次回のユーザー交流会については、12月に大阪、名古屋、東京の三都市で開催します。

参加登録についても開始していますので、ご興味のある方は以下より登録下さい。開催テーマなど詳細が決まり次第あらためて当フォーラムでお知らせします。

 

▼12月ユーザー交流会 参加登録はこちらから

大阪開催（12/7）

名古屋開催（12/8）

東京開催（12/15）

 

前回の東京開催の様子はこちら

 

今後ともZoho コミュニティをよろしくお願いいたします！

 

ゾーホージャパン コミュニティチーム




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