Narrative 11: Are your customers happy?

Narrative 11: Are your customers happy?

Behind the scenes of a successful ticketing system: BTS Series

Narrative 11: Are your customers happy?

Quote
Happiness isn't just something you experience; it's something you remember.  
Hear your customers' voices by enabling customer happiness ratings in Zoho Desk. A customer's happiness rating helps you see what they think about the support they received each time they receive a response or when their ticket is closed. You can also use the integrated analytics to monitor your agents' ratings across different contacts, accounts, and time frames.

What is customer happiness?

Customer happiness refers to a customer's overall satisfaction and positive experience with a product, service, or brand. It encompasses the customer's emotional relationship with the service and its offerings. Customer happiness is often measured through customer satisfaction surveys, feedback, and repeat business, and is a crucial aspect of building strong and long-lasting customer relationships. Happy customers are likely to be loyal, advocate for the brand, and contribute to the company's success.

Customer happiness vs. satisfaction 

At first glance, customer happiness and customer satisfaction appear to be two sides of the same coin. Both are aiming to create a positive experience and make customers feel good about the service they receive. But there's an essential difference between the two.
Customer satisfaction is about meeting expectations. If you hit the mark or exceed specific goals, your customers feel satisfied. If you miss the mark, they end up dissatisfied. It's a more straightforward and measurable reflection of how well you perform in relation to what customers expect.
Customer happiness, however, is a bit more nuanced and emotional. It's less about ticking boxes and more about the overall feeling customers have about your service. Whether every specific expectation is met might matter less than how delighted and connected they feel after interacting with you.
Focusing on customer happiness rather than just satisfaction can bring greater rewards. Happy customers tend to stay loyal longer, keep coming back, and spread positive word of mouth. In today's competitive world, nurturing that lasting happiness is what truly sets a business apart.
So, while satisfaction keeps customers content today, happiness builds lasting relationships for tomorrow.

How do you keep them truly happy?

Pay attention to their pain points

In general, customers want to feel valued and heard. Regularly ask for and document feedback during customer conversations. You'll often discover that one customer's pain points are affecting others as well.

Leverage technology

Using the right technology makes each customer's journey smoother and helps deliver a personalized support experience. Implementing a live chat system with AI-assisted chatbots is one way for businesses to enhance communication and guide interactions with customers more effectively.

Meet customers on their level

Invest in your omni-channel customer service strategy to ensure that it's always easy for your customers to communicate with your business. Discover which channels your customers use most frequently to communicate with businesses, and ensure you have a presence on those support channels.

Building meaningful relationships

Utilize the Desk system to monitor, manage, and organize all of your customer interactions effectively. This allows you to retrieve customer history data easily and build stronger connections during your interactions with them.

Personalize the customer experience

Customers expect businesses to recognize their unique needs, and personalization enhances both customer satisfaction and happiness by enabling you to customize the experience according to individual habits, preferences, and behaviors.

Service standards

Customers expect businesses to uphold high customer service standards. The key areas that matter most to customers include timely responses to inquiries and taking responsibility for errors.

Offer incentives 

Everyone appreciates a bit of motivation and acknowledgement. Incentives can attract potential customers, while rewards can motivate current customers to remain loyal and purchase more licenses.

Collect feedback and act on it

This final approach underscores the importance of customers sharing their opinions. When you ask them how they feel about your business relationship, customers are often willing to provide feedback. Additionally, maintaining regular contact with customers helps ensure that your insights remain clear and relevant.
Quote
Customer happiness is key! 

Wrapping up our discussion of customer happiness

Organizations need to measure customer satisfaction and happiness effectively to identify areas for improvement, strengthen retention, and foster loyalty by demonstrating a commitment to meeting customer needs. These ratings also help support agents by providing feedback that enables them to deliver more effective support. 

In summary, customer satisfaction and happiness ratings are crucial metrics for evaluating the effectiveness and impact of a help desk. In Zoho Desk, these features help users deliver a better customer experience and promote long-term business growth.


Please stay tuned for more in the Desk behind-the-scenes series.

 

Kind regards,

 

Kavya Rao

The Zoho Desk Team





        • Recent Topics

        • Bigin Android app update: Email filters enhancement, change owner for related records.

          Hello, everyone! In the most recent Bigin Android app update, we have introduced additional email filters and an option to change the owner of related records. Email filters: We have now brought in support for 'All Emails' and 'Added from Widgets' filter

        • How can I get all conversations and comments of a Zoho Desk ticket using ZOHODESK

          Hi everyone, Currently, I am developing a Zoho Desk extension, and I am following the guide available at https://www.zoho.com/desk/extensions/guide/#ticket-object. While working with Zoho Desk, I have noticed that I can only retrieve the general information

        • AI & Zoho Recruit

          Hello, I guess we all are using AI in our personal and professional lives. Now, let's imagine. Recruitment is just a succession of stages and steps. For which step would you like to see AI implemented into Zoho Recruit ? I'll start : - Automatic translation

        • Workdrive and ChatGPT Team Synced Connectors

          Hi, we want to be able to integrate Zoho Workdrive with OpenAI’s ChatGPT Team plan. Google Drive and OneDrive both offer this, zoho please catch up asap. We dont want to have to put our company files in google drive, we want to allow chatgpt Team edition

        • widget url 404'ing

          I'm creating a widget for the first time. When I grab the url from the base url section of the widget builder and append /widget.html it 404's Just wrote a very basic test. I have a folder structure app.zip - widget.html --js/app.js /widget.html <!DOCTYPE

        • Unable to Edit Pick-List Items in Custom Project Field(s)

          I can edit most fields normally, but if I try to edit - in any way - a Pick List field, I just get this error: To be perfectly clear, I'm trying to edit an existing Pick List field (adding or removing items), not adding a new instance. If I rename it,

        • How to display results from zoho.crm.searchRecords in message window

          Hello, I've created a custom function which is linked to a custom button which pulls a date from our contacts module and searches a date field in our quotes module and returns all records matching the date. My issue is, how to I get this to display the

        • Domain Transfer

          Hello there! I wanted to know if I can transfer my domain from Zoho to other hosting providers or use a different hosting provider instead of zoho's services.

        • Select CRM Custom Module in Zoho Creator

          I have a custom module added in Zoho CRM that I would like to link in Zoho creator.  When I add the Zoho CRM field it does not show the new module.  Is this possible?  Do i need to change something in CRM to make it accesible in Creator?

        • New User - Opening Stock Aging Report

          I am setting up new client and am entering Opening Stock - created items and entered quantity/price details. Now the aging report is showing all the opening stock as new. How do I enter the Purchase Dates of these items so that I get accurate Inventory

        • Bulk Receive Multiple Purchase Orders

          Is there a feature or function that will allow you to bulk receive issued purchase orders? I have about 100 that need to be received from 5 years ago.

        • Manual Invoice

          How to create a Manual invoice, I need to enter Amount directly instead of (qty*Rate). our company is a service sector

        • Effective Inbox Organization: Folders vs Tags in Zoho Mail?

          I'm exploring the best ways to organize a busy inbox, especially when managing multiple clients or project using Zoho Mail. I’d love to know what works best for others: 1. Do you prefer **folders** (possibly with sub-folders) for each client or project?

        • Merging contacts and or accounts

          Hello, In a prior CRM we were able to merge contacts and or accounts.  We have turned on the function to stop multiple contacts with the same email, so we can prevent multiple contacts from happening, however, we now have multiple contacts that have the

        • Capture Reason for absence next to Campaign Member Status. Is there a reasonable workaround?

          I've reviewed the topics I could find to do with this but still couldn't find anything that satisfies our requirements: We would like to track a *reason* (picklist or text, doesn't matter which) why a Campaign Member (Lead or Contact associated with a

        • Zoho Learning Management System - Certificate Upload by Employees

          We are planning to enroll employees in courses which are hosted by coursera or similar sites. I want to share the links of those courses and also want employees to upload their completion certificate once they are done. Is this function possible in

        • Add RTL and Hebrew Support for Candidate Portal (and Other Zoho Recruit Portals)

          Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to set the Candidate Portal to be Right-to-Left (RTL) and in Hebrew, similar to the existing functionality for the Career Site. Currently, when we set the Career Site

        • Button or Links order

          Is there a way to re-order the buttons or links that are created?

        • 'Pin' notes, so that specific ones are always visible at the top of the 'notes' tab.

          It doesn't appear Bigin has the functionality to 'pin' a note to then have it always show at the top of the notes tab section of a record. Often times we have a large number of records, but key information we may want to have easily visible to all at

        • Request for Subform Support in Zoho CRM Webforms

          Hi Team, I hope you're doing well. I would like to bring to your attention that currently, Zoho CRM Webforms do not support Subforms, which limits our ability to send forms that mirror the actual structure used within Zoho CRM. This feature is extremely

        • Formatting Mailing Labels

          I want to use the "Print Mailing Labels" function on the drop down list, but I am not seeing a way to change the formatting on the mailing labels. At the moment, the information that appears on the mailing labels ARE NOT mailing addresses, but random

        • Maxima Address on FSM Customer

          Im trying to add probably 50 customers from one company but couldn't make it since it has limit..how do i add the limit?

        • How to Track Inventory Usage from Zoho FSM to Zoho Inventory?

          Hi everyone, We’re currently working on integrating Zoho FSM with Zoho Inventory, and we’ve encountered a challenge we’re hoping the community can help us understand better. Here’s the context: When we create a Work Order in Zoho FSM that involves parts

        • View subform entries without viewing a record in Zoho CRM | Kiosk Studio Session #8

          In a nutshell Have you ever wanted to take a quick peek at a record's subform? Examples might be invoiced items in an invoice, ordered items in a sales order, or purchased items in a purchase order. Let's say you're viewing your list of invoices in Zoho

        • Transforma tu Inventario: Control Inteligente y Funciones Clave en Zoho Inventory (Spanish Webinar)

          ¿Tu empresa necesita mayor trazabilidad y control en almacenes? Conoce cómo gestionar tu inventario con eficiencia y automatización... ¡y descubre las sorpresas que trae Zoho Analytics! Participa en nuestro webinar gratuito en español, este 19 de agosto

        • Dashlane discontinued its free plan: Here's why Zoho Vault's free plan is worth the switch

          Hey everyone, Dashlane password manager has officially announced that its free plan will be discontinued starting September 16, 2025. This change means that current free users will need to either upgrade to a paid subscription or export their data and

        • Mails are not being sent from custom Deluge function

          We are having troubles to implement sending Invoices / Sales_Orders etc. automatically using following deluge script: attachment_template_id = "aaaa"; record_id = "bbbb"; mail_template_id = "cccc"; //NEW aproach fileUrl = "https://www.zohoapis.com/crm/v8/settings/inventory_templates/"

        • Currency transition

          We are using Zoho CRM in Curacao, Dutch Caribbean. Our currency is currently the ANG. Curacao will be transition ing from using the ANG (Antillean Guilder) to using the XCG currency (Caribbean Guilder) on March 31st 2025, see: https://www.mcb-bank.com/caribbean-guilder.

        • Notes and Attachments visibility can now be restricted based on profiles

          Dear All, We hope you're well! We are here with a quick update about Notes and Attachments profile permissions. In the past, a record's Notes and Attachments were visible by default to all users with record access. However, as notes and attachments can

        • Zoho webinar--hard for agencies

          So, this is just a dive into our use case, and why we've been disappointed in Zoho webinar. We are a small marketing agency, and we wanted to add webinars to the services we provide, as many of our clients want to learn to use them as part of their content

        • Celebrating Raksha Bandhan with Zoho Desk: A Bond of Trust, Protection, and Service

          Raksha Bandhan, celebrated across India, symbolizes the sacred bond of protection and affection between siblings. “Raksha” means protection, “Bandhan” means bond or knot: together, it represents a knot of care and security. On this occasion, we'd like

        • Banking > Import statements with a csv file

          Good morning, I am regularly using the "import statement" option to match my transactions. I've been using csv files produced by my bank online and was able to import my transactions. Until now. Thank you for your help for fixing this ! Alex.

        • ZOHO BOOKS - RECEIVING MORE ITEMS THAN ORDERED

          Hello, When trying to enter a vendor's bill that contains items with bigger quantity than ordered in the PO (it happens quite often) - The system would not let us save the bill and show this error: "Quantity recorded cannot be more than quantity ordered." 

        • Has anyone successfully added Microsoft Graph API Oauth2 as a connection?

          I'm having trouble getting Microsoft Graph API created as a connection in zoho crm. Has anyone successfully added Microsoft Graph API Oauth2 as a connection? My issue is not necessarily on the Zoho side, but understanding how to set up the Microsoft side

        • Syncing Timesheets between Projects and Desk

          All users able to see their own timelog entries from all apps in one place, synced immediately. All managers able to view total/all time entries from one place. This is something that has come up for us and multiple clients. Example: we have a client

        • Spell Check default language

          Hello All, Is it possible to set the Spell Check default language? I can't find it in the settings. Thanks a lot! Levente

        • Zoho Backstage 3.0 - Boostez vos événements avec des outils malins

          Zoho Backstage vous accompagne dans l’organisation d’événements réussis, avec des outils qui simplifient la planification, optimisent l’exécution et renforcent la connexion avec votre public. La version 2.0 a apporté une nouvelle interface, plus de flexibilité

        • Portal user activity reporting

          Aside from the metrics section in the admin dashboard, is there a way to view/create reports for portal user activity? Im looking for a more granular option to see exactly what users are utilizing the portal. Thanks!

        • Automation #11 - Auto Update Custom Fields with Values from Emails

          This is a monthly series designed to help you get the best out of Desk. We take our cue from what's being discussed or asked about the most in our community. Then we find the right use cases that specifically highlight solutions, ideas and tips to optimize

        • Admins to set Agents Picture

          Admins should not have to rely on agents to set a nice profile picture for them. Admins get the headshot pictures from HR and should be able to upload and set their picture, not rely on them to: 1) upload a picture at all 2) upload a good picture 3) upload

        • Next Page