Zoho Desk : le service client en 2022

Zoho Desk : le service client en 2022

Bonjour à tous,

L'année 2021 n'a pas été facile, mais nous sommes fiers de savoir que nos clients ont été en mesure d'offrir des expériences uniques à leurs clients dans différents secteurs.



Tout comme l'année dernière, nous nous attendons en 2022, à ce que l'assistance à distance et le libre-service soient des priorités pour les équipes de service client du monde entier. S'il est vrai qu'offrir une assistance rapide et cohérente est essentiel pour le succès d'une entreprise, l'expérience des employés est devenue tout aussi importante. C'est pour cela que nous lançons des fonctionnalités de libre-service et d'amélioration de l'UX, pour vous aider à offrir des expériences exceptionnelles.
 
Voici quelques fonctions qui seront bientôt disponibles.

Conversations guidées

Les conversations guidées font partie d'une plateforme de self-service low-code permettant d'engager le dialogue avec les clients de manière systématique, avec des réponses appropriées et intuitives. Grâce à elles, vous pouvez créer des agents virtuels pour guider vos clients, en configurant des flux prédéfinis vers des FAQ pertinentes. Les conversations sont également pilotées de manière contextuelle par des webhooks et des informations pré-chargées, pour que les clients puissent trouver une réponse à sa question. Vous pouvez déjà demander un accès anticipé.

Intégration des canaux de messagerie instantanée

Vous pouvez maintenant intégrer Zoho Desk avec les 4 principaux canaux de messagerie instantanée : WhatsApp, Telegram, LINE et WeChat. Ces intégrations vous permettent de recevoir et de répondre aux demandes en temps réel des clients via ces plateformes populaires. Nous pensons que l'expérience client est améliorée si vos clients peuvent créer et suivre des demandes d'assistance à partir d'applications qu'ils connaissent et utilisent déjà au quotidien. Testez-le en avant première.

Une interface utilisateur remaniée 

Une bonne expérience pour l'agent contribue à améliorer la qualité du service client. C'est pourquoi nous avons remanié l'interface utilisateur en utilisant notre philosophie de conception exclusive, appelée DOT-Design Optimization Thinking. Elle repose sur une approche à plusieurs volets qui permet une communication et une navigation supérieures pour les agents, sans limiter la flexibilité de la gestion. Il s'agit également d'un pas en avant pour faire de Zoho Desk une plateforme totalement inclusive pour les personnes handicapées.
 
Le DOT est notre point d'ancrage. Qu'il s'agisse de la police, d'une image ou de la mise en page d'une application, tout évolue à partir de ce point. Nous voulions créer un nouveau design basé sur cette même philosophie, et ceci marque le début de l'évolution de Zoho Desk. Découvrez DOT dès maintenant.
 
Comment nous avons terminé 2021 :
 
Nous avons publié quelques fonctionnalités et mises à jour pour une expérience utilisateur améliorée :
  • Base de connaissances multilingue : il est essentiel de parler la langue de votre client. Grâce aux nouvelles fonctionnalités multilingues de Zoho Desk, les équipes d'assistance peuvent désormais passer à l'étape supérieur en traduisant et en publiant des articles de base de connaissances dans plus de 40 langues !
  • iOS 15 pour Zoho Desk : pour offrir aux utilisateurs des améliorations qui leur permettent de mieux contrôler leur application sur leurs appareils. L'objectif est d'améliorer l'expérience utilisateur et de rendre l'assistance en déplacement plus pratique, avec de meilleures fonctions multitâches, des notifications améliorées...
  • Plus de 200 extensions pour Desk sur Zoho Marketplace : transformez l'expérience de vos clients grâce à des extensions plug and play sans code qui répondent aux besoins spécifiques de votre entreprise. Il vous suffit d'intégrer ces extensions à votre compte Desk et le tour est joué !
 
Commencez donc l'année 2022 avec tous les outils en main pour vous aider à créer des expériences client exceptionnelles.
 
Nous vous souhaitons à tous une excellente année à venir !
L'équipe Zoho France


      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

          • Desk - Astuce #5 : Déplacer les tickets entre les départements

            Bonjour à tous, Il n'est pas rare que vos clients créent des tickets dans un département qui n'a pas l'expertise requise pour les traiter. Vous devez transférer ces tickets vers le département concerné, afin qu'ils ne passent pas à travers les mailles
          • Zoho Desk - Nouveautés 2023

            Bonjour à tous,  Comme vous le savez, Zoho cherche en permanence à vous proposer des logiciels complets et au plus proche de vos attentes. C'est pourquoi toute l'équipe Zoho Desk est fière de vous présenter la nouvelle version de votre logiciel de service
          • Desk : Le cycle de vie d'un ticket - Introduction

            Voici une nouvelle série en 3 chapitres, dans laquelle nous allons vous dévoiler comment Zoho gère l'intégralité de son service client sur Zoho Desk.   Zoho compte plus de 60 millions d'utilisateurs à travers le monde et offre plus de 50 différentes solutions.
          • Zoho Desk - Chapitre 1 : Anticipez vos besoins

            Bonjour à tous, Continuons notre série de la rentrée et découvrons comment Zoho gère 60 millions de clients grâce à Zoho Desk. Contrairement à ce que l'on peut penser le cycle de vie d'un ticket commence bien avant qu'il arrive dans notre logiciel client.
          • Desk Astuce #6 : Ajouter plusieurs comptes réseaux sociaux

            Bonjour à tous, Découvrons dans cet article comment vous pouvez ajouter plusieurs pages d'un meme réseau social dans Zoho Desk. Pour cela suivez les étapes suivantes : Connectez-vous à Zoho Desk avec les privilèges d'administrateur. Cliquez sur les paramètres

          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

                                  • Where we can change the icon in social preview

                                    Hi, we changed our logo, and the image that appear in preview (ex : when we post a appointment link somewhere) is still our old logo. I did change our logo in the org setting. https://bookings.zoho.com/app/#/home/dashboard/settings/basic-info?clview=false
                                  • I want to subscribe 1 professional user but the email only 250 per day?

                                    When I subscribe 1 professional user, I am only able to send 250 email per day? So less? Or is it typo, 2500 rather than 250? Any sale agent or friends can clear my doubt? Thank You
                                  • Cadences

                                    I have just started using Cadences for follow-up up email pipeline. Is it just me or do you find the functionality very basic? For example, it will tell me (if I go looking for it) if someone has replied to a follow-up and been unenrolled; but it won't
                                  • Retainer invoice in Zoho Finance modlue

                                    Hello, Is there a way of creating retainer invoices in the Zoho Finance module? If not can I request this is considered for future updates please.
                                  • I have error AS101 when I try to add paypal@mydomain.com to Zoho

                                    Please help me with this. I tried to call the help line 4 times but don't get any response.
                                  • VAT on Multiple Expenses

                                    Firstly, might I say I am based in Ireland, and I'm not an accountant, and therefore my understanding of procedures could be somewhat limited. Scenario. An employee pays for items throughout a month, and therefore their claim for expenses includes multiple items - some of the items are VAT deductible (eg, an IT product) and some are not (eg, a client lunch). Discovery The odd thing in ZBooks, is that whilst it seems possible to add a VAT rate to a one-off item of expense, it is not possible to add
                                  • Workflow Creation with Zia gets stuck

                                    It gets stuck here:
                                  • Marketing Tip #5: Improve store speed with optimized images

                                    Slow-loading websites can turn visitors away. One of the biggest culprits? Large, uncompressed images. By optimizing your images, your store loads faster and creates a smoother shopping experience leading to higher sales. It also indirectly improves SEO.
                                  • CRM for email in Outlook: how to ignore addresses?

                                    We’re using the "Zoho CRM for email" add-in for Outlook. When opening an email, the add-in displays all email addresses from the message and allows me to add them to the CRM or shows if they’re already contacts. However, sometimes people listed in To
                                  • Detect and ignore bots in visitors

                                    The SalesIQ visitor numbers are basically useless to us because there is no bot detection. We get the same bots coming in from the same countries looking at the same pages every day. It can't be that difficult to tell the difference between an actual
                                  • Agent assignment filter?

                                    Godo day, We are starting to play with FSM to see if it's going to work for our needs. Now so far we have found that it's very restrcitve in the field department you you have layout rules or can't even hide fields depending on the users roles. We can't
                                  • Default tax type for mileage?

                                    Where we are, mileage includes a government tax. Is there any way to set a default tax for the Personal Car Mileage category of expense? (Or any other way?)
                                  • DKIM Now Mandatory - Changes to Zoho Forms Email Policies

                                    Hello Zoho Forms Users, This post is to inform you about an important update regarding the authentication of all email domains in your Zoho Forms account. This year, we are doubling down on our commitment to deliver a secure, seamless, and empowering
                                  • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

                                    The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Managing addresses
                                  • Content Security Policy

                                    Is there a place in ZOHO CRM to add a Content Security Policy to allow for a call to a google.com map, from inside our current app? Or, how do I resolve the issue below?? jquery.js:1 Refused to load the script 'https://maps.google.com/maps/api/js?v=3.41&libraries=places&sensor=true&key=AIzaSyAyQzKeKSbLci4LwZhn9oXvtCkbUo1Ae4g&callback=map_loader'
                                  • In arattai received message can't be deleted

                                    The issue has been noticed in following: arattai app (Android) arattai app (Window) arattai web While the message posted by me may be deleted, the ones received from others can't be. The item <Delete> change to <Report> when the message is a received
                                  • 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
                                  • Kiosk Page Refresh

                                    We have a Kiosk running from a button in contacts to update values and also add related lists, which works great, but when the kiosk is finished the page does not refresh to show the changes. Is there a way to force the contact to refresh/update when
                                  • Tips & tricks: Make SalesIQ automations work for you

                                    Every day, thousands of visitors land on your website. Some browse, some buy, and some leave without a word. But, wouldn’t it be great if you could automatically know who’s interested, engage them at the right moment, and never miss a lead, and all this
                                  • Add Custom Reports To Dashboard or Home Tab

                                    Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad
                                  • Finding missing records

                                    I have a challenge and I am not really sure where to start with it. I can't find any similar threads on here, can anyone help: I have two forms, FormA and FormB. Both forms have records that contain a field called Job_Number. What I am trying to achieve
                                  • Digest Octobre - Un résumé de ce qui s'est passé le mois dernier sur Community

                                    Chers utilisateurs, Faisons le point sur les temps forts du mois d'octobre au sein de notre Community Zoho France. Partager des informations sensibles, comme des mots de passe, peut vite devenir compliqué et risqué. Les données circulent par email ou
                                  • How do I fully delete a user account

                                    Hi, I have two old accounts on my CRM which are inactive and show as 'Closed' in the list of users. BUT they are basically still there. How do I fully delete these accounts? They appear in some parts of CRM still such as the on the contact record emails
                                  • Automatically Add Recurring Zoho Meeting Events to Zoho Calendar / Zoho Meeting Calendar

                                    Hello Zoho Meeting Team, Hope you are doing well. We would like to request an enhancement regarding recurring meetings created inside Zoho Meeting. At the moment, when we schedule a recurring meeting in Zoho Meeting, it does not appear in Zoho Calendar
                                  • Credit Management: #6 Tackling Common Mistakes in Credit Based Billing

                                    Businesses extend credit to build relationships, make buying easy, and drive more sales. But somewhere between extending and collecting, things begin to slip. A few late payments here and there, an overlooked invoice, and a backlog make cash flow feel
                                  • Insert Cookie Policy in Zoho Sites

                                    Hello, i need to insert a banner on my site because i'm in Italy so i have to respect EU laws for Cookie Policy and Privacy Policy. I see that i need to insert a code in <head> section of my site to show a banner/popup with cookie info. How i can do this? Thank you Luca
                                  • Tasks Statuses

                                    Hi, The task status "Completed" is a final status which closes the task. We need to have a status "Cancelled". However, when the status is set to "Cancelled", the task prompt still has a blue button to Close Task. When the customer clicks that and closes
                                  • Updating Blueprint stage from my Deluge function

                                    Hi all, I need to update the blueprint stage. Its almost working, but ONLY if the current Deal stage is 'Closed Lost'. On any of my custom stages that Ive specified in the pipeline it doesnt work! My code: dealmap = Map(); deal_stage = deal.get("Stage");
                                  • Good news! Calendar in Zoho CRM gets a face lift

                                    Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activities
                                  • Canvas: is it possible to have a fixed header?

                                    Hello. Does Canvas provide the option to have a fixed header, similar to the standard view? It would also be interesting for other parts of the interface, like the header or sidebar of the tab section. Thanks!
                                  • Replacing email ID,

                                    In zoho sheets If I am sending it as an email attachments can I replace sender email ID from notifications to my email ID.
                                  • Empowered Custom Views: Cross-Module Criteria Now Supported in Zoho CRM

                                    Hello everyone, We’re excited to introduce cross-module criteria support in custom views! Custom views provide personalized perspectives on your data and that you can save for future use. You can share these views with all users or specific individuals
                                  • Limited layout rules in a module

                                    There is a limit of 10 layout rules per module. Is there a way to get that functionality through different customization or workflow + custom function (easily accessible), etc. Having just 10 is limiting especially if module contains a lot of data. Are
                                  • Introducing Lead Capture: Empower exhibitors to capture leads effortlessly

                                    Events provide a great opportunity for exhibitors to generate awareness and engage with potential customers. Efficiently distributing attendee information to exhibitors through a seamless and secure way is of paramount importance. Introducing Lead Capture
                                  • dealing with post dated cheques

                                    Hi, can you help me please the best way to deal with this We sell an item of three months duration that is paid for with post dated cheques in monthly stages example - item is sold £3000 Cheque 1 is for £1000 due at time of sale (say Sept) cheque 2 is dated 25th of next month (Oct) cheque 3 is dated 25th of next month +1 (Nov) Now, with invoice number one it's simple - i send a standard invoice as usual But with the other two here's what i want zoho to do next month i want it to send an invoice on
                                  • Using Contains as a filter

                                    We are using Zoho Reports, ServiceDesk Plus analytics. I do not see how to create a report filter using Contains comparison of a string values, is one string contained in another. For example, Task Title contains the word Monitor. Is this possible in Zoho Reports?  This reporting feature is available in SDP reporting. Thanks in advance, Craig Rice
                                  • Mass import of documents into Zoho Writer

                                    I'm using Google's word processor at the moment but feel that Zoho does a better job (on the online apps market). Iwant to move my documents (about 50-70) to Zoho but it seems to me that I have to import them seperately. Is it already possible to upload several documents at a time or is this a forthcoming feature? Cheers Rolli :?:
                                  • Set off Unearned Revenue

                                    Hi, I would like to get a clarification on the below. I have an opening balance of BD.725/- in my Unearned Revenue A/c which includes the overpayments of 6 clients. No One of my clients settled his invoices by paying the value of the invoice less the
                                  • How Zoho Desk contributes to the art of savings

                                    Remember the first time your grandmother gave you cash for a birthday or New Year's gift, Christmas gift, or any special day? You probably tucked that money safely into a piggy bank, waiting for the day you could buy something precious or something you
                                  • Zoho Connect Module in Zoho Trident

                                    Hi I really like where Zoho Trident is going. Having Mail and Cliq in one place is especially powerful. However, Zoho Connect really needs to be included to make this a true communication and collaboration hub. I would like to request that Zoho Connect
                                  • Next Page