New Enhancements in Zoho CRM Plus

New Enhancements in Zoho CRM Plus

Hello everyone,

We are pleased to announce the much anticipated release for Zoho CRM Plus, that is all set to give you a unified customer experience. We have added some exciting enhancements to the Desk, Social, Analytics, and SalesIQ modules that will help you run business processes more efficiently. Also, our unified customer experience platform aims to give a better and seamless experience with unified user interface, admin panel, set up options, search, and user panel.

Since the list of enhancements is quite extensive, we will walk you through each of them in two separate posts. In the first post we will discuss briefly about the enhancements in Desk and Analytics, followed by another post with details on SalesIQ and Social enhancements.

Enhancements in Zoho Desk - In Desk module we have added the following features:
  • Blueprint
  • Zia features like Sentiment analysis, Auto-tagging, Anomaly detection, Zia dashboard, Reply assistant, Chatbot and Zia Voice.
Extend the benefits of CRM's Blueprint feature to your support teams with Blueprint for Desk. The support teams can be on top of the issues and prevent frequent escalations by building a foolproof ticket solving process that ensures every customer gets timely, consistent, and better solutions.



Extend Zia's capabilities to Desk
We have included Zia's abilities in the Desk module that will help you enhance your business process in many ways. Let's see what's in store: 

  • Sentiment analysis: Just like Email sentiment in CRM, Zia will help support agents identify the tone of every customer ticket to ensure prompt action.



  • Auto-tagging: Zia will automatically tag customer responses with keywords based on the ticket's content, which will be intelligently grouped as auto tags. This will also help to identify the trending tags and the customer's sentiment behind them.


  • Anomaly detection: Zia will predict how incoming and outgoing ticket responses will trend and compare that prediction with actual traffic. It will also suggest any relevant anomalies.

  • Zia dashboard: The intelligent master dashboard will help the support teams view trending tags, ticket sentiments, anomalies and more.

  • Reply assistant: Zia automatically generates responses to customer questions by analyzing the keywords and also suggests relevant help documents from the database. Support agents can preview Zia's answers and include them in their responses.

  • Chat bot: ASAP brings your help centre directly into your website or mobile app. When users have a problem, they can browse through the knowledge base, post to the community, chat with an expert, or even raise a ticket. There's no need to leave your website or mobile app.

  • Zia Voice: Like Zia Voice in CRM, we've extended it's capabilities to Desk to help support teams access contextual customer information easily through voice and chat messages. With this, Zia Voice can now help businesses pull customer information across sales, marketing and support. Zia Voice is also available as an SDK, allowing businesses to provide Zia's functionality to their customers.

Enhancements in Zoho Analytics - We have renamed Zoho Reports as Zoho Analytics and added the following features in the Analytics module:
  • Ask Zia
  • Unified insights from sales, support, and marketing
  • New data connectors in social media, marketing and HR analytics
  • Smart data alerts
  • Collaborative analysis
  • On-premise edition

Ask Zia: Zia, is now available as an AI-driven search assistant in Zoho Analytics. Users can ask questions such as "What is the monthly sales trend across regions" and receive answers in the form of visual reports, instead of manually creating them.


Unified insights from sales, support, and marketing: Zoho Analytics blends data automatically from multiple sources, in the form of prebuilt reports and dashboards, to track critical business metrics. While there are 300+ pre-built reports and dashboards that provide useful business insights, users can also blend data from different sources, according to their needs.


New data connectors: Six new popular business connectors are added to Zoho Analytics, expanding the number of connectors to over 100. Each of these connectors has 100 prebuilt domain-specific reports and dashboards that users can use for analysis right away.
The list of connectors available are:
  1. Social media analytics: Facebook Pages, Twitter handles, and Twitter competitive analytics
  2. Marketing analytics: Bing Ads and Facebook Ads
  3. HR analytics: Zoho People


Smart data alerts: This feature alerts users via in-app notifications or email when an anomaly is detected, prompting appropriate action.



Collaborative analysis: Contextual commenting is now added to Analytic's collaborative capabilities. Users can comment on any report or dashboard and have contextual interactions with stakeholders.

On-premise edition: In addition to the existing cloud version, Zoho Analytics will allow an installable on-premise edition to offer deployment choices to users, and lets medium and large enterprises analyze their data stored in-house.

Check out more on these enhancements here.

In continuation to this update, please check out the enhancements in SalesIQ and Social. Here is the link to the post.

Regards,
Anumita






      • Sticky Posts

      • Zoho CRM Plus in 2023: Let's rewind

        Hey everyone, There's something about December that makes us want to sit back and remember all the wonderful moments, as we get ready for the New Year, 2024! (Psst! We are also turning 10—yay!) This year, CRM Plus had a lot of wonderful updates, taking

      • The CX Workshops are back in 2023!

        Hello, can you see my screen? Can you hear me? This is a phrase we've all been saying more often than "good morning" over the last couple of years. Well, now it's time to re-connect in person. We're excited to invite you all to the CX Workshops we've

      • Refer Zoho CRM Plus to your friends and earn rewards!

        Hey everyone,   We'd like to thank you from the bottom of our hearts for continuing to be our esteemed customers. Now you have the opportunity to refer Zoho CRM Plus to your friends or family members who are looking for a suitable solution to enhance

      • Social in CRM Plus now supports TikTok, Instagram Stories and Reels, and YouTube Shorts

        Hey everyone,   We are excited to inform you that Social in CRM Plus now allows you to publish on TikTok! We've also updated it to let you create Instagram Stories and Reels, as well as YouTube Shorts. Here's a brief about the updates.  Publishing on

      • Unified telephony in Zoho CRM Plus

        In any business, managing calls with the prospects or customers is an integral part of a salesperson or a support agent's daily life. They have access to information about the customers within Zoho CRM, and they also use a suitable PBX service to communicate

        • Recent Topics

        • Zoho Desk Android app update - Swipe action customization

          Hello everyone! We have brought in support for the swipe action customization in latest version(v2.9.13) of the Zoho Desk Android app update, enabling you to configure left and right swipe gestures on tickets to carry out the actions swiftly without opening

        • Import KB template OR Export template for zoho desk?

          Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possible

        • XML format to import knowledgebase into Zoho Desk

          Hi, We just started to use Zoho Desk and want to import our knowledgebase from our old support system (Freshdesk) to Zoho Desk. Can anyone give us information about the format of xml file to import? There is no explanation on the related page.

        • Zoho Desk integration with Power BI

          Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks Jack

        • Arranging Ticket Templates

          Is there any way to arrange our ticket templates? It doesn't look very organised when it's just arranged according to when they were created. We want the list to look more organised, by arranging/grouping them by topics, or even just by alphabetical

        • New Mandatory One-Click Unsubscribe Link Overshadowing Custom Unsubscribe Link

          I was recently informed by Zoho CRM Support that they are now mandated by the large email service providers like Google and Yahoo to provide a one-click unsubscribe option in the header (not the body) of all mass emails. I have a custom unsubscribe link

        • What they mean with "Portal"?

          I just downloaded this app to take my personal notes on digital art studio because it seemed to me the most comfortable app to do it, I use it very often, what do they mean by “no activity on your portal”? I have about 1 year of work here and I don't

        • Inactive User Auto Response

          We use Zoho One, and we have a couple employees that are no longer with us, but people are still attempting to email them. I'd like an autoresponder to let them no the person is no longer here, and how they can reach us going forward. I saw a similar

        • favorites no longer listed

          Hello, I can no longer navigate to my Favorites from the pulldown at the top of my grid view (see attached screenshot). I wasn't able to find it anywhere! Please help me display my Favorites. Thank you!

        • Notecards Disappeared

          Got a new phone. Downloaded and signed in Zoho Notebook. Not finding the Note cards. Just Empty Note books. Frustrating.

        • Table Errors

          Hello, I'm new to Zoho Notebook and using it on several Mac/Apple devices. My question is regarding tables: Why do they become broken, and how to fix the error without retyping all my data? (Please see the screenshot attached.)

        • Aggregating the First Value in the Group By of a dataset

          Hi I am trying to get the following Aggregate Formula to work in my chart, but cannot seem to get the right format. I have a series of data that I am running an include_groupby and want to SUM only a column in the first row of each group. So for example.

        • Zoho Tables instead of Zoho Creator Spreadsheet reports <3

          That would make my day for sure. Zoho Creator is create, but miss data entering as AirTable/Spreadsheet can. Seeing Zoho putting effort in this makes me think maybe one day we could see a similar interface for Zoho Creator spreadsheet reports. B.

        • Zoho Sheet - Desktop App or Offline

          Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

        • Notebook Stack

          Hi Everyone I Hope you´re fine, I´m sorry if this idea was posted before (I made a search but I haven´t find anything related). So, Having the possibility of stacking notebooks would be an interesting way to order notebooks that correspond to the same

        • Writing on sketch cards is bugged when zoomed in

          When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.

        • Swipe between notes on iPhone

          It'd be convenient if I could move from one note to the next in a notebook simply by swiping left to right.

        • Sales IQ chat is not working in signed android apk

          I have integrated ZOHO sales IQ support chat and i have followed each step and its working fine in my development build but when i create signed APK for it. Chat does not work in it and showing awaiting for detail. I previously asked the same query but

        • COQL order by COUNT not working

          Dear community, I am trying to get a list of deal amounts per planner working on it and sorted to get see who has the least amount of deals. For some reason, I am unable to use sort by in combination with a COUNT. My original code was: query = "select

        • I want to duplicate a report and name it something else

          Hi, I have created a report, and now want to reproduce it and call it something else. so that I will end up with TWO separate reports with different titles. Please tell me how do I copy / reproduce a report please

        • Zoho CRM: Sales Rep Professional Certification Program on Coursera

          We are happy to share that we have published the Zoho Sales Representative Professional Certificate in partnership with Coursera, a leading platform for online learning and career development that offers access to courses and degrees from leading universities

        • OS X Notebook quits immediately upon launch

          NoteBook for OS X (Sequoia, but also under Sonoma) always quits immediately upon launch (so I cannot use the "Attach user log" option). I've restarted my MacBook but the problem persists. If it helps, attached is a diagnostic report from Library>Log

        • Can External users upload files or images to WorkDrive?

          I want to know if it is possible for someone externally through a link and PW be able to upload files and images onto WorkDrive?

        • Multi-line fields character limits

          Is there a way to set the character limit higher on multi-line fields so that we are not losing information pasted into the field? When the text is entered or pasted, there is no error to say that the text is too large. After saving and going back to view most of the text is gone.   Also, when viewing the resume, the text is not wrapped in the multi line fields and can t be read without scrolling across the page.

        • Taz bot not working — What should I do to resolve this issue?

          I am experiencing issues with the Taz bot in Zoho Cliq—not receiving responses or it does not seem to work as expected. Could you please explain why the Taz bot might not be functioning and what steps I should take to resolve this issue? Thank you!

        • Zoho Calendar soft bounce on @hotmail.com and @yahoo.com email addresses

          Hello, our Zoho calendar recently does not send the calendar invites to emails with hotmail and yahoo domains and comes back with a "soft bounce". other domains like Gmail works fine. Also sending "email" to the same emails to the above domains work well

        • OneNote Migration

          I am trying to migrate two notebooks from OneNote. For five days now I have had no notification that migration has completed and the migration page show 50% complete - one notebook completed one not finished. It just stays like this. I am unable to cancel

        • Set various time slot reminders for task and event

          Hi I would like known if there is possibility to set various time reminders for a task or event like we have the possibility to do in google calendar or google task. For example I'am creating an event or task and I want to be alerted before 30min and

        • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

          so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

        • Zoho Calendar not functioning---cannot edit, add attendees, etc.

          Hello, My calendar is acting strange. I'm using Chrome as my browser and pop ups are not blocked (the calendar worked fine yesterday). When creating an event, I'm not able to "edit" the event and add attendees, etc. The link is non-responsive. I cannot

        • Spilt Axis for stacked column and line graph

          Each month around this time I prepare a business review deck. One of the biggest annoyances I have with Zoho, also happens to be something that most other platforms have provided for a long time now, and that is being able to create a chart with stacked

        • Pin a note on top

          Dear Zoho Notebook Team, Please highly consider adding ability to pin a note on top and arrange pinned notes. I have a lot of notes that I want to pin important ones on top and this feature is missing badly. Thank you.

        • Windows 11 app ver 2.2.8

          I have been trialing Zoho Notes syncing between my PC and iphone. No problems with iphone but the Windows 64 bit app ver 2.2.8 was very buggy and would lock up completely, needing a Control Alt Delete etc to close it down. It seemed to be connected to

        • Deluge Script: Onboarding → Access Form

          Hello everyone, Edit: Sorry, I think I put this topic in the wrong section. I’ve recently run into an issue that’s been giving me a bit of a headache for the past few weeks. Context: This is my first time using Deluge to create a script, but it’s not

        • ZOHO BOOKS - EXCESSIVELY SLOW TODAY

          Dear Zoho Books This is not the first time but it seems to be 3 times per week now that the system is extremely slow. I work on Zoho Books 95% of my day so this is very frustrating. Zoho you need to do something about this. I have had my IT guy check

        • Windows Device Authentication

          We have recently started using ManageEngine, and my boss saw a device management feature in the Zoho One directory. We thought it would either help give us more intergration into Zoho one through bringing ManageEngine services through Zoho one. Or, it

        • How can I change spell check language?

          I cannot find the way to change spell check language. My "display language" is English, and I want to have the same one for Spell Check, but it is Russian!!! How can I change it? In one of your explanations you mentioned that I have to choose it from

        • Mail is so slow - doesn't even work!

          Mail has been getting slower and slower - and today it's not even pulling up emails in either Inbox or Unread. This is beyond frustrating since email is a big part of business. Sent a request through the useless help portal - no response. Called the useless

        • User marked as SPAMMER. Mail Fetch has also been disabled for any active POP accounts.

          I am the administrator for joelles.com One of our accounts has been blocked saying this: User marked as SPAMMER. Mail Fetch has also been disabled for any active POP accounts. I cannot change the disabled account in the control panel as it says that it

        • My domain did not activate

          Hi, my domain (apsaindustrial.com.ar) did not activate, and the phone verification message never arrived. Please would you solve this problem? Thanks.

        • Next Page