Elevate your Radar experience: Best practices part 3

In the Spotlight: Zoho Desk's Radar app

Customer support requires human intelligence combined with emotional intelligence. How about these coupled with contextual intelligence? These elevate the customer support experience.
When providing support through mobile apps, contextual intelligence brings smart, adaptive experiences to both the support rep and the customer.

In this edition of Radar’s best practices, we’ll explore how Radar serves as an enabler for support reps, empowering them with intelligent tools and workflows.

Zia’s assistance on tickets    

When you’re on the move, navigating complex ticket threads can be challenging, especially if a ticket was transferred from another rep or you need to get up to speed on past interactions quickly. That’s where Zia, Zoho’s AI assistant, steps in. Zia offers ticket summaries and reply suggestions. With Zia, support reps can quickly review key information and get instant help to craft responses. This lets you work efficiently, stay informed, and respond with confidence, even while you are away from your computer.

Drafting responses without connectivity      

Imagine drafting a response with an unstable internet connection. You want to send an update from your mobile, eager to provide the latest update to your customer, and the connection drops. Losing your draft or losing your connection midway can be both disappointing and frustrating, especially after spending time drafting the response.

Radar addresses this challenge with Apple Intelligence. You can phrase and refine quality responses without internet connectivity. When you are back online, you can send your response instantly without compromising quality.

Managing tickets across time zones      

The challenge of managing support operations is even greater when leads and admins have to travel across time zones. The Radar app lets you automatically adapt to the device's time zone with just a toggle: "Use Device timezone." This displays the timestamps like created time, due time, and SLA clocks based on the current local time. This helps you stay updated and avoid escalation and the daunting task of manual conversions.

Executing support actions using Siri

On your PC, you can look into ticket categories with a few clicks and custom views. Siri Shortcuts help deliver the same experience on your mobile device. Radar allows voice or one-tap access to view My tickets, Overdue Tickets, Unassigned Tickets, Closed tickets, FCR closed tickets, Online/Offline agents, teams feeds, My stats, and many more. Click the Add to Siri button to include the required stats in Siri Shortcuts. With minimal interaction, you can perform routine checks of this information over a voice command to Siri.

With the Radar app, mobile-first execution meets contextual intelligence.

You get a smarter, more supportive experience that fits the way you work. Radar isn’t just mobile-friendly; it’s mobile-intelligent.

 

Also read

Elevate your Radar experience: Best practices part 1  

Elevate your Radar experience: Best practices part 2  

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• Lydia | Zoho Desk

  

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