Incentivizing Customer engagement in ZylkerShop

Incentivizing Customer engagement in ZylkerShop

Hello Everyone!
Welcome to the next series on ZylkerShop’s journey towards enhancing user experience on its Help Center portal. Last week, we explored how ZylkerShop managed onboarding users into its customer portal. This week, we shall see how ZylkerShop adopted new processes and imparted them. 
Excited by new innovations, ZylkerShop made organizational changes to boost performance and efficiency. However, expanding to serve businesses with more complex needs demanded extra attention.Could Zoho Desk streamline processes for ZylkerShop? Let’s see if they found a solution that meets all their needs.      

Displaying Departments for Ticket Submission
ZylkerShop classified its product genres—Apparels, Electronic Gadgets, Furniture, Grocery, Industrial Goods, Foods, and Cosmetics—as separate departments. With various departments for efficient operations, ZylkerShop did not inform its customers of these updates initially. Although ZylkerShop provided a field to select the department while submitting a query, users frequently missed selecting the correct one, leading to workflow disruptions. Tickets began to fall into the wrong departments as the option went unnoticed, or users submitted their cases in urgency. This affected ZylkerShop's support process.
To address this issue, ZylkerShop redefined its Help Center UI by making the departments obvious in tabs. Now, users could submit their queries by selecting the relevant product genre. ZylkerShop had private departments handling sensitive information like customer issues, payments, refunds, and claims. Although all the details related to these departments couldn’t be disclosed to users, they still needed updates on the status of their queries.Therefore, ZylkerShop made the ticket status information for the private departments accessible to users.

Classifying Ticket Status 
Initially, customers saw their ticket status only as Open, On Hold, or Closed, which was ambiguous. To provide customers with clarity on the exact stage of their tickets, ZylkerShop reclassified ticket statuses as Order Placed, Payment Done, Order Dispatched, Issue Filed, Issue Under Investigation, and Issue Resolved. This helped users understand the progress of their orders and queries better.



Team Access and Privacy                                                                                                                                                                 
As time progressed, ZylkerShop expanded to serve enterprise customers, with different users from the same organization placing orders for office needs. These users wanted to track their team's queries. ZylkerShop provided this option while adhering to its privacy policy. However, some organizations preferred more privacy. ZylkerShop quickly acted, allowing only users who needed access to team-related tickets to view them, ensuring information privacy.

User Engagement                                                                                                                                
ZylkerShop managed its Help Center users through Zoho Desk, with options to group them and create user labels.To engage customers beyond purchases, ZylkerShop encouraged discussions, query submissions, and participation in idea generation, as well as conversations about new products, discounts, and seasonal offers. They also grouped users by region to provide tailored offers, announcements, and even documents on data privacy laws. Additionally, users were categorized based on their level of engagement, enabling ZylkerShop to offer special deals and exciting prizes.
Recognizing that gamification boosts customer involvement, ZylkerShop integrated Zoho Desk's user labels into their Help Center. Customers were rewarded with badges such as Welcome Badge, Team Player, Community Builder, and Champion for their engagement and contributions, promoting interaction and helping to resolve issues within the community.

ZylkerShop continuously evolved its customer interactions through its Help Center portal. Were these modifications time-consuming? Not at all! These enhancements were swiftly implemented through intuitive UI adjustments in the Access settings, User Groups, and User Labels.




We hope this edition has provided valuable insights into enhancing the user experience with Zoho Desk's Help Center. Stay tuned for our upcoming series, where we'll explore how to personalize your Help Center to drive business growth.

Regards, 
Lydia Kiruba 
Zoho Desk 


      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          • Sticky Posts

          • Register for Zoho Desk Beta Community

            With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features
          • Share your Zoho Desk story with us!

            Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 
          • Tip #1: Learn to pick the right channels

            Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 
          • Welcome to Zoho Desk Community - Say hello here!

            Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here
          • Webinar 1: Blueprint for Customer Service

            With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ




                                ご検討中の方

                                  • Recent Topics

                                  • Can't edit Segments

                                    Happening with 2 different Zoho One environments, in different browsers. Please fix.
                                  • Error 554 Email Outgoing Error

                                    Our email address (info@tvbhouston) was recently migrated to a new domain host on WordPress, and our SSL certificate is still pending. We would like to continue using your service, but we are currently unable to send emails. Could you please re-enable
                                  • Transfer ownership of files and folders in My Folders

                                    People work together as a team to achieve organizational goals and objectives. In an organization, there may be situations when someone leaves unexpectedly or is no longer available. This can put their team in a difficult position, especially if there
                                  • Consumer Financing

                                    Does Zoho currently have a payment gateway (such as Stripe, Square, etc) which offers financing for customers? So, let's say the estimate we give the customer is greater than what they can afford at the time, but we can sell the service now, letting them
                                  • Subform edits don't appear in parent record timeline?

                                    Is it possible to have subform edits (like add row/delete row) appear in the Timeline for parent records? A user can edit a record, only edit the subform, and it doesn't appear in the timeline. Is there a workaround or way that we can show when a user
                                  • Zoho CRM - Option to create Follow-Up Task

                                    When completing a Zoho CRM Task, it would be very helpful if there was an option to "Complete and Create Follow-Up Task" in the pop-up which appears. It could clone the task you are closing and then show it on the screen in edit mode, all the user would
                                  • Deluge function to copy parent record file upload field to child record file upload field

                                    I'm stuck trying to write a deluge function that is triggered via automation in child record "Appointments," confirms if a file is in file upload "Report" field of parent "Contacts" record via Contacts lookup field "Contact_Name". If no file is in parent
                                  • Make panel configuration interface wider

                                    Hi there, The same way you changed the custom function editor's interface wider, it would be nice to be able to edit panels in pages using the full width of the screen rather than the currently max-width: 1368px. Is there a reason for having the configuration panel not taking the full width? Its impossible at this width to edit panels that have a lot of elements. Please change it to 100% so we can better edit the layouts. Thanks! B.
                                  • Image Compression Options

                                    Much better if we have level of options to compress the image [20%, 40%...] We are dealing with service reports daily that has before and after photos (image field)- the file size too large and one thing, the current limit is 10mb or 15mb for report
                                  • How to hide or archive a blog post temporarily in Zoho commerce website builder?

                                    I would like to temporarily hide or archive a blog post in zoho commerce website builder so that it doesnt appear on my website till I enable it again. I tried to look for this option but could not find it.  It only allows me to permanently delete a blog
                                  • How to mix different types of inputs (such as dropdown list and textbox)

                                    Hi, I'm creating a form called "Room Reservations" for a company. I created a "table" using "Matrix Choice". I created "Room 1", "Room 2" and "Room 3" with the "Questions". I would then like to create two columns with the "Answers", one called "Department"
                                  • Zoho Commerce - Poor Features Set for Blogging

                                    Hi Zoho Commerce team, I'm sure you will have noticed that I have been asking many questions about the Blogs feature in Commerce. I thought that it would be useful if I share my feedback in a constructive way, to highlight the areas which I feel need
                                  • Pass shipping info to payment gateway Zoho Books to Authorize.net

                                    For some reason the integration from Zoho books to Authorize.net does not pass the shipping address. Authorize.net is ready to receive it, but zoho books does not send it
                                  • Massive Zoho Books failure

                                    We have not received any communication or notification from Zoho, but we have detected that Zoho Books is not working for all our users. We cannot access or use Zoho Books. This is critical. We are trying to contact Zoho on the Spain telephone number,
                                  • Does the Customer “Company Name” field appear anywhere in the Zoho Books UI outside of PDFs?

                                    Hi everyone, I’m trying to understand how the Company Name field is actually used in Zoho Books. There is a Company Name field on the customer record, but when viewing transactions like a Sales Order in the normal UI (non-PDF view), that field doesn’t
                                  • Email outbox is now available in the sandbox

                                    Hello all! Testing emails without visibility has always been a blind spot in the sandbox. With the new Outbox, that gap is closed. You can now view and verify every email triggered from your sandbox, whether it’s through workflows, approvals, or mass
                                  • Looking For Recruit Developer

                                    Hi everyone, I am looking for a Zoho Certified Developer to assist with a development project for MetalXpert. We are building a software system designed to bridge the gap between a candidate mobile app and an employer web portal using Zoho Recruit as
                                  • sales IQ issue on website

                                    i integrated the zoho sales IQ code on the website but it is comming in distroted form i am sharing the screenshot below the website is bulit in wix platform
                                  • I need to know the IP address of ZOHO CRM.

                                    The link below is the IP address for Analytics, do you have CRM's? IP address for Analytics I would like to know the IP address of ZOHO CRM to allow communication as the API server I am developing is also run from CRM. Moderation Update: The post below
                                  • Important Update: Google Ads & YouTube Ads API Migration

                                    To maintain platform performance and align with Google's newest requirements, we are updating the Google Ads and YouTube Ads integrations by migrating from API v19 to the newer v22, before the official deprecation of v19 on February 11, 2026. Reference:
                                  • Blocklist candidates in Zoho Recruit

                                    We’re introducing Block Candidate, which helps recruiters to permanently restrict a candidate from applying to current/future job openings. Once the candidate is blocked, they will no longer be able to participate in the recruitment process. This will
                                  • Zoho Desk - Upsert Ticket

                                    Hi Desk Team, It is common to request more information from end-users. Using forms is a great way to ensure all the required information is collected. It would be great if there were an "upsert" option on the Zoho Form -> Zoho Desk integration which would
                                  • Client Side Scripts for Meetings Module

                                    Will zoho please add client side scripting support to the meetings module? Our workflow requires most meeting details have a specific format to work with other software we have. So we rely on a custom function to auto fill certain things. We currently
                                  • Introducing Multiple Sandbox Types and Support for Module's Data Population

                                    Register here for the upcoming Focus Group webinar on Multiple Sandbox | Help documentation to learn more about the new enhancements Hello everyone,  Sandbox in CRM is a testing environment for users to create and test new configurations like workflow
                                  • Creator Offline

                                    We had online access setup and working on our iphones. We have just set it up on an 'Android Tablet' and it is not downloading all the images? We use it to show customers our catalogue. Any ideas. Offline components all setup on both devices
                                  • Enable or disable any Field Rule!

                                    Hello Zoho Forms Community, We are excited to announce a powerful new enhancement to Field Rules that gives you greater control and flexibility in managing your form logic! Previously, if you wanted to temporarily deactivate a field rule, you had two
                                  • Marketing Tip #20: Increase traffic with strong meta titles and descriptions

                                    Meta titles and descriptions are what people see first on search results before they ever click through to your website. If your pages use generic titles or basic descriptions, you miss the chance to stand out, and search engines may not know which page
                                  • Kanban view on Zoho CRM mobile app!

                                    What is Kanban? The name doesn't sound English, right? Yes, Kanban is a Japanese word which means 'Card you can see'. As per the meaning, Kanban in CRM is a type of list view in which the records will be displayed in cards and categorized under the given
                                  • Not able to delete a QC nor able to revert or create a cycle of manufacturing for QC failed Jobs

                                    Not able to delete a QC nor able to revert or create a cycle of manufacturing for QC failed Jobs
                                  • Dheeraj Sudan and Meenu Hinduja-How do I customize Zoho apps to suit my needs?

                                    Hi Everyone, I'm Meenu Hinduja and my husband Dheeraj Sudan, run a business. I’m looking to tweak a few things to fit my needs, and I’d love to hear what customizations others have done. Any tips or examples would be super helpful! Regards Dheeraj Sudan
                                  • is there any way to change the "chat with us now" to custom message?

                                    is there any way to change the "chat with us now" to custom message? I want to change this text
                                  • Subscriptions for service call

                                    So we install products and we want to offer a service contract for the customers yearly service calls to be billed monthly. So ideally at some point we want to email them a quote for their needs. WE will choice it our end based on the equipment. It would
                                  • Connection to other user

                                    Zoho Cliq handles sharing of Custom OAuth Connections that require individual user logins.
                                  • How to invite friends on other social media platforms to one of my group chats in arattai?

                                    Hello, I have formed chat groups in arattai. I want to invite my friends on other social media platforms like WhatsApp/ FB to one of my groups. Different friends would be invited to different groups. How to share an invite link of one of my groups to
                                  • Zoho Books (UK) needs to be able to submit a CT600 CTSA return

                                    As well as a VAT Return, most (if not all) small businesses have to submit a CT600 Corporation Tax Self-Assessment. There are many providers who do this (like Xero) bujt not Zoho. Can you add this to the request list please? Many thanks Steve
                                  • Cliq does not sync messages after Sleep on Mac

                                    I'm using the mac app of Cliq. When I open my mac after it was in sleep mode, Cliq does not sync the messages that I received. I always have to reload using cmd + R, which is not what I want when using a chat application.
                                  • Function #2: Create a Deal in Zoho CRM when an Estimate is created in Zoho Books

                                    For those who use Zoho CRM integrated with Zoho Books, here's a nifty function that helps you optimize your sales process by adding a Deal in Zoho CRM whenever an estimate is created in Zoho Books. Custom Function: To create the custom function, go to
                                  • Analytics : How to share to an external client ?

                                    We have a use case where a client wants a portal so that several of his users can view dashboards that we have created for them in Zoho Analytics. They are not part of our company or Zoho One account. The clients want the ability to have user specific,
                                  • Zoho Desk API - Send Reply to CUSTOMERPORTAL

                                    Hello! I'll try to send a reply to Customer Portal, But the response is 500 (INTERNAL_SERVER_ERROR in service response). {"Error":"{\"errorCode\":\"INTERNAL_SERVER_ERROR\",\"message\":\"An internal server error occurred while performing this operation.\"}"}
                                  • Issue with open-rate reporting in Zoho Campaigns

                                    Hello, Since yesterday I’ve been experiencing an issue with the open-rate reports in Zoho Campaigns. The campaigns I send appear in the reports as if none of the emails have been opened, even though I know they have. To verify this, I replicated the campaign
                                  • Next Page