Zoho サービス 自社活用例の紹介 - #2 Zoho Desk コミュニティ機能

Zoho サービス 自社活用例の紹介 - #2 Zoho Desk コミュニティ機能

こんにちは！コミュニティチームの鳥越です。本投稿では、Zoho サービス自社活用事例として「Zoho Desk 」コミュニティ機能を取り上げます。
弊社では、皆さまからの問い合わせ対応やナレッジベースの公開にZoho Desk を利用していますが、実はこのオンラインフォーラムもZoho Desk で構築しています。

Zoho Deskとは？
問い合わせ管理・ヘルプデスクツールです。メール、Webフォーム、SNSなど複数のチャネルからきた問い合わせを一元管理できるほか、自動化による問い合わせ対応の効率化、チーム間のナレッジ共有、ユーザーコミュニティの構築をサポートする機能などを備えています。

＞＞Zoho Desk Webサイト：https://www.zoho.com/jp/desk/

◼︎オンラインフォーラムの運営・管理：Zoho Desk コミュニティ機能

フォーラムのプラットフォーム
当フォーラムは、コミュニティ機能のテンプレートを使って構築しています。カテゴリーを分けて複数のフォーラムを作成できるため、例えばZOHO ではサービスや国ごとのコミュニティでフォーラムを分け、それぞれのチームがユーザーさんからの投稿に対応しています。


なお、ユーザーの皆さんは以下のリンクから全カテゴリーのフォーラムを確認できます。
各サービスに関する、全世界のユーザーから寄せられた質問やアイデアを確認、投稿もできるので、本社メンバーに聞きたいこと・ご意見がある際はぜひ見てみてください！(英語対応となります）


投稿の管理
フォーラムの投稿一覧は、私たち運営側のDesk 画面では以下のように表示されています。時系列順の表示ほか、ユーザー別の投稿一覧や、関連するCRM の情報をDesk 上から確認できるため、投稿したユーザーがどのサービスを利用しているのか、直近でどのような問い合わせがあったのか、など背景をより理解しながら対応を行うことにつながっています。

Zoho Desk コミュニティタブからみる投稿一覧画面（投稿やユーザーにカーソルをあわせると、フォロワーの詳細や関連情報にアクセスできます）

ユーザー別の投稿一覧（CRM内の顧客情報や商談情報を表示）



フォーラムの分析
コミュニティタブのダッシュボード機能では、フォーラムの分析レポートを確認できます。
例えば、今週投稿されたトピックの数やそれに対するコメントの割合、上位の貢献者ユーザーなど、リアルタイムにデータが更新され、フォーラムの最新の状況を確認できます。


＜その他のコミュニティ機能＞
・投稿、コメント、いいね！などの行動に対してポイントやバッジを付与するゲーミフィケーション機能
・フォーラムの閲覧や投稿権限を登録済みのユーザーのみにするなど、フォーラム利用範囲の設定

また、フォーラム上で受けた質問を問い合わせのチケットとして変換し、Zoho Desk で個別のやり取りを行うことが可能です。カスタマーサポートの機能と同じプラットフォームで管理できる点はZoho Desk の魅力の１つだと感じています！

いかがでしょうか。Zoho Desk はZoho CRM Plus / Zoho One にも含まれているサービスなので、機会がある方はコミュニティ機能をぜひお試しください。

【Zoho Desk 関連のお役立ち情報】
・Zoho Desk コミュニティ機能について

この投稿が参考になりましたら、フォーラムからぜひリアクション（投票）をお願いします！

ーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーー
＋＋Zoho オンラインフォーラムに投稿された情報を、いち早くGETしませんか？＋＋

︎Zoho Japan Community フォーラムの右側「フォローする」ボタンをクリックいただくと、最新の新着投稿やコメントをメールでお送りします。興味のあるサブフォーラムの投稿のみ通知を受け取ることも可能です。
（フォーラムTopから興味のあるサブフォーラムをクリック後「フォローする」をクリック）
コミュニティのイベント情報も当フォーラムでお知らせ予定ですので、ぜひフォローをお願いします！



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