Tip #51- Centralized Contact Management for Better Remote Support- 'Insider Insights'

Tip #51- Centralized Contact Management for Better Remote Support- 'Insider Insights'

For our final topic of November, we’re diving into one of the most helpful features in Zoho Assist, the Contacts section on Zoho Assist;s dashboard. Whether you’re managing multiple clients, tracking past sessions, or simply looking to streamline your workflow, the Contacts option provides technicians with a centralized space to organize customer information and initiate support sessions effortlessly.

Getting Started with Contacts  

To access your Contacts, login to Zoho Assist using your account and go to the left-hand panel. Click on Contacts to open your complete list of saved customers.

There are two easy ways to add contacts:

New Contact: On the extreme right of the page, click New Contact. You will see two options:

  1. Create Contact: This is a feature through which the user can create a new contact manually, specifying name, email, phone, notes, and tags.
  2. Import Contacts: Bulk-import your customer list by uploading a CSV or VCF file.

Settings Menu: Click on the gear icon, then select the Contacts option; here, you can add or edit customer information. Admins also get seamless integrations, as contacts can be imported directly from Zoho CRM, Google Contacts, or other connected tools to make the onboarding process quicker and smooth.

Once added, all contacts show up on a clean, organized list for a complete overview at a glance. To make bulk additions, simply choose Import, upload your file, and let Zoho Assist do the rest. CRM integrations ensure this contact list is kept in sync and updated.

Using Contacts to Enhance Remote Support

The Contacts feature is most useful when initiating a remote support or screen sharing session. Instead of searching through emails or customer records, you can:

  • Select the contact involved from your list.

  • Open their detail view and select to start a remote support or screen sharing session.

  • All session details would be automatically relayed to the user via their preferred communication method with no need to re-enter.

Each contact card also offers quick actions to schedule a session, edit the contact details, send a URL link, or delete entries that are no longer valid. You are able to view reports of previous sessions for auditing, troubleshooting history, or billing purposes.

To comprehend the activities performed during previous sessions, click on an individual contact and select the Overview option to see their full activity history. In the History section, you can view all the details such as date and duration, title, technician's name, session type, OS of the customer, session notes, and audit information. This gives the admin a very easy way of tracking the general session activity of every customer.

Contacts in Zoho Assist serves as the central point for customer information, utilizing easy retrieval, quick session initiation for speedy support, personalized service enabled by detailed notes, and session history. You will also be able to tag, group, and sort your contacts the way you see fit to help keep you organized while making you more productive.

If you need help configuring Contacts or exploring its features, feel free to reach out to us at support@zohoassist.com. Our team is always happy to assist!

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