Zoho Desk Tips & Tricks #01 Het kiezen van de juiste kanalen voor jouw klantenservice

Zoho Desk Tips & Tricks #01 Het kiezen van de juiste kanalen voor jouw klantenservice



Beste Community leden,

Vandaag geven wij een aantal tips over hoe je het juiste klantenservice kanaal kunt kiezen. Het kan lastig zijn om een keuze te maken tussen: e-mail, live chat, telefonie, social media en webformulieren. Daarom geven wij eerst een aantal tips voor elk kanaal om jou te helpen de beste keuze te maken.

E-mail is een goede manier om informatie uit te wisselen. Echter, voor ingewikkelde en tijdrovende problemen kan het geen goed communicatiemiddel zijn, omdat het onpersoonlijk en traag is.

Live chat is een zeer snelle en directe manier om met klanten te communiceren. Hiermee kunnen eenvoudige problemen onmiddellijk worden opgelost.

Via een telefoongesprek kunnen gebruikers die liever geen online contact willen hebben, toch contact opnemen met jouw bedrijf. Via de telefoon kan je onmiddellijk reageren op ontevreden klanten. Doordat er een persoon is die naar hen luistert, zullen klanten eerder kalmeren dan bij een scherm of een robot. Voor het succes van een callcenter is het echter van belang dat het team goed is opgeleid en de taal van de klant vloeiend spreekt.

Tenzij je ontevreden klanten en de problemen waarmee zij te maken hebben op de voorgrond wilt plaatsen, kan je social media het beste vermijden. Je kan echter wel testimonials en klantenverhalen plaatsen van klanten die tevreden zijn over jouw merk of klantenservice. Als je al een social media pagina hebt, is het beter om problemen daar rechtstreeks op te lossen, in plaats van de klant naar andere kanalen door te verwijzen.

Wanneer de klant een nieuw product ontdekt, of wanneer het probleem dat diegene tegenkomt geen direct contact met jouw bedrijf vereist, moet het mogelijk zijn informatie op jouw website te vinden. Hiervoor zijn FAQ's, een kennisdatabase of community forum een goede oplossing om het aantal tickets te verminderen.

Zorg ervoor dat je jouw klanten goed kent, begrijp hen behoeften en bied ze op basis daarvan het juiste communicatiekanaal voor een succesvolle klantervaring.

Welke communicatiekanalen heb jij ingezet voor jouw bedrijf? Deel jouw ervaring met de Zoho Dutch Community! Heb je verder nog vragen over de communicatiekanalen? Aarzel dan niet om deze te stellen, wij beantwoorden alle vragen met veel plezier.

Met vriendelijke groet,


    • Sticky Posts

    • Doe mee aan de Zoho Desk Meetup op 7 maart in Antwerpen

      Beste Community leden, Wij nodigen jullie graag uit voor de Community Meetup van Zoho Desk! Op 7 maart komen we bij elkaar in Antwerpen, samen met een klant en de Zoho Experts van Brainsolutions. Onze experts zullen een live demo presenteren en jouw vragen
    • Doe mee aan de Zoho Desk Meetup op 16 Februari in Utrecht

      Beste Community leden, Wij nodigen jullie graag uit voor de Community Meetup voor Zoho Desk! Op 16 februari komen we bij elkaar in Utrecht, samen met Fleetkennis en de Zoho Expert van Mobile XL. Onze experts zullen een live demo presenteren en jouw vragen
    • Wat is er nieuw in Zoho Desk 2023

      Beste Community leden, Hoeveel je ook van je klanten en je werk houdt, als klantenservice medewerker zul je zeker een aantal zware dagen tegenkomen. We hebben het dan over de dagen dat je een paar keer op de snooze-knop drukt, koffie morst op je favoriete
    • Tips & Tricks #10 Automatiseren met Zoho Desk Deel 2

      In deel 1 van het automatiseren met Zoho Desk las je een use case over een probleem in een appartementencomplex en hoe dit door gebruik te maken van Zoho Forms en Zoho Desk kan worden opgelost. In deel 2 lees je meer over het integreren van Zoho Forms
    • Tips & Tricks #09 Automatiseren met Zoho Desk Deel 1

      Beste Community leden, Zoals jullie weten hebben we in Nederland een woningtekort. Een oplossing hiervoor is de hoogbouw. Echter, om de de hoogte in te gaan moet er ook voor de juiste faciliteiten in flats worden gezorgd. Problemen kunnen we allemaal

    Nederlandse Hulpbronnen


      • Recent Topics

      • Zoho Learn Zapier Integration

        Hello all, Is there any plan to integrate Zoho Learn with Zapier? It seems almost all Zoho products are in Zapier, with the exception of Learn and Marketing Automation.
      • Notice: SalesIQ integration paused on Zoho Sites

        I have this notice on my Zoho Sites in the SalesIQ integration setup. Can someone assist? "This integration has been temporarily paused for users. Reconnecting SalesIQ after disconnection will not be possible until we provide further updates." thank
      • Differences between Zoho Books and Zoho Billing

        Without a long drawn out process to compare these. If you were looking at these Books and Billing, what made you opt for one and not the other. Thanks
      • New Feature : Copying tickets with all the contents such as conversations/history/attachments etc

        Sometimes our customers and distributors do create tickets (or send emails) which contain more than one incident in them and then also some of the further conversations which are either created by incorrect new tickets or replies to old tickets are being created as combined tickets. In such cases we require to "COPY" the contents of the tickets into separate tickets and merge them into their corresponding original tickets. The "CLONE" feature doesn't copy the contents (especially the conversations
      • Como se agregan los empleados

        Necesito saber si para agregar empleados los mismos necesitan tener licencias
      • Deluge Error Code 1002 - "Resource does not exist."

        I am using the following script in a Custom Button on a Sales Return. Basically, the function takes the information in the sales return (plus the arguments that are entered by the user when the button is pushed) and creates a return shipping label via
      • Adding multiple Attendee email addresses when adding a Zoho Calendar event in Zoho Flow

        I am trying to integrate Notion and Zoho Calendar via Zoho Flow. However, the Attendee email address supported by Zoho Calendar - Create event only supports one email address, so I am having difficulty implementing automation to automatically register
      • Graceful Handling of Exceeded Option Limits

        Hi Zoho SalesIQ team. I would like to submit a feature request to deal with a bug in salesIQ Current Behavior (Bug): When a dynamic list passed to the Single Select Option Card contains more than 20 options, the Zobot stops responding (freezes/hangs)
      • System default SLA descriptions can't be modified

        The system default SLAs have identical descriptions for all SLA levels, but their settings differ. However, I am facing an issue where I cannot modify these descriptions and save the changes. The content of the description box can be edited but the changes
      • Adding non-Indian billing address for my Zoho subscription

        Hey Need help with adding a non-Indian billing address for my Zoho subscription, trying to edit the address to my Singapore registered company. Won't let me change the country. Would appreciate the help. Regards, Rishabh
      • How to create one ZohoCRM organisation out of a multi-organization?

        Hi, we have a multi-org including two different Zoho CRM organizations for two companies using respectively EUR and USD as default currency. I was wondering if there is any easy way to merge the two organizations into just one, so that users may access
      • Gray screen while signing documents

        We are all getting a "gray" screen when trying to sign documents in Zoho sign. Anyone else having issues?
      • Designing a practical Zoho setup for a small business: lessons from a real implementation

        I recently finished setting up a Zoho-based operating system for a small but growing consumer beauty business (GlowAtHomeBeauty), and I wanted to share a practical takeaway for other founders and implementers. The business wasn’t failing because of lack
      • Link Purchase Order to Deal

        Zoho Books directly syncs with contacts, vendors and products in Zoho CRM including field mapping. Is there any way to associate vendor purchase orders with deals, so that we can calculate our profit margin for each deal with connected sales invoices
      • Projects custom colors replaced by default orange

        Since yesterday, projects uploaded to Zoho, to which I had assigned a custom color, have lost the customization and reverted to the default color (orange). Has anyone else had the same problem? If so, how did you resolve it?
      • Interview booked through Invite but no Notifications

        We have a workflow that was developed through a developer/partner that was tested and worked. Today, we pushed a candidate through the process and invited them to an in-office interview. They were sent the booking link (as usual and as tested before successfully)
      • WebDAV support

        I need WebDAV support so that I can upload/download (and modify) documents from my local file system. Is anything planned in his direction?
      • Automatiser la gestion des SLA dans Zoho Desk avec Zoho Contracts

        Les équipes du service client s’efforcent d’assurer un support rapide, régulier et fiable pour garantir la satisfaction de chaque client. Les accords de niveau de service (SLA) permettent de clarifier les engagements en définissant les termes et conditions
      • iOS App doesn't refresh for Document Creation

        Hello Zoho team, I have created a workflow to be used on a mobile iOS device which starts in Zoho Creater and ends with a murge and store function that then opens the newly created document within the Zoho Writer app. This process is working great however
      • Uploading a signed template from Sign to Creator

        Good day, Please help me on how to load a signed document back into Creator after the process has been completed in Sign. Below is the code that I am trying, pdfFile = response.toFile("SignedDocument_4901354000000372029.pdf"); info pdfFile; // Attach
      • Zoho DataPrep and File Pattern configuration

        I'm using Zoho data prep to ingest data from One Drive into Zoho Analytics... The pipeline is super simple but I can't any way to get all the files that I need. Basically I need to bring all the files with a certain pattern and for that I'm using a regex
      • Assistance needed: Activation of a domain

        Hello Zoho Support, I purchased the .com domain "primesolva.com" via Zoho 6 days ago. The domain is still pending, and I cannot access the DNS panel to add the TXT verification for domain ownership. Please confirm the registration status and help me activate
      • Operation not permitted

        I am trying to add an email address to the list of user but I am getting error Operation not permitted
      • Request to Permanently Delete Email User (info@mehbobgulf.com ) from Old Organization

        Please permanently delete the user email info@mehbobgulf.com It is still associated with my old Zoho organization. I cannot delete it because it shows ‘You cannot delete email. Zoho host’. I need to use this email in a new Zoho account.”
      • Client host [89.36.170.5] blocked using Spamhaus

        Hello please make make actions for delist ..... "Client host [89.36.170.5] blocked using Spamhaus"
      • Suggestion: Option to Re-run a migration

        As I'm going through a migration process, I like the IMAP migration tool, but it would be better if there were an option to re-run the same migration as configured. There's not even an option to copy/edit one that's already there. Just run if it hasn't
      • Issue with "Add Your Mobile Number"

        Hello, I am trying to sign up for email service for a domain name, and I cannot finish the authentication. When I enter my mobile number, I receive the message "We’re unable to send OTP to this mobile number. Please contact support-as@zohocorp.com". I
      • zoho mail non vérifié

        Bonjour, Il y'a un jour que j'ai acheté un domaine et toute les tentatives pour l'associé a mon compte shopify son vaine. j'ai essayé TXT sans suite après, j'ai essayer avec CNAME sans suite. j'aurais besoin de votre assistance pour associé mon mail.
      • Unable to send message;Reason:553 Relaying disallowed. Invalid Domain

        i have facing the issue "Unable to send message;Reason:553 Relaying disallowed. Invalid Domain" if i verify domain evertthing i did but still face the same error.
      • ZohoMail is so close to being Perfect BUT

        Why don’t you have HILIGHTING???!! I've been trying to find a substitute for Edison Mail but I want & need hilighting (preferably in more than just yellow)! Is this even on your To Do list? I’m so disappointed. 🙄
      • Override Auto Number field?

        We are preparing to migrate from Salesforce. In Salesforce, we auto-generate a unique number on our Opportunities (Potentials). If the Opportunity results in a contract, we use that unique number as the Contract number. There are some situations where
      • Using a third party service provider want to move directly with Zoho

        Hi good day I’m currently using Zoho but I’m using a third party service provider I want to move directly with you guys I’m using Zoho email and invoices and my domain please let me know if it’s possible to move away from the third party provider my email
      • Request for Assistance Regarding Email Sending Issue (554 5.1.8 - Email Outgoing Blocked)

        Dear Zoho Support Team, I hope this message finds you well. I am writing to request assistance with an issue we are currently facing regarding our Zoho Mail account. Our email account, admin@tuyensinhcanuoc.com, is encountering the following error when
      • Zoho Mail API returns empty inbox (0 messages) but webmail shows 37 unread emails

        Hello, I'm experiencing a discrepancy between Zoho Webmail and the Mail API (EU region). **Setup:** - Account: EU datacenter (mail.zoho.eu) - API: Self Client OAuth2 via api-console.zoho.eu - Scopes: ZohoMail.messages.READ, ZohoMail.messages.UPDATE, ZohoMail.folders.READ,
      • Zoho Mail not working

        Zoho Mail not working
      • ShipStation and Zoho Inventory

        Hello, I am looking to sync zoho inventory with shipstation ZOHO INVENTORY           SHIP STATION Sales Order  ==>  create ORDERS INVOICE  <==    Shipments What exactly does BETA mean on the Shipstation connector?  This is required for me to sign-on in the next month. Thanks in advance for your efforts
      • 550 5.4.6 Unusual sending activity detected. Please try after sometime

        Hi, I am receiving this error message when trying to send my emails. The only reason I can think why this is happening is my previous two emails were bounced back to me due to a non working mailbox error. I have followed the online links for unblocking but it says there are no blocks on my account. How and when can I get my email working again to send emails? Thanks,
      • E

        We are trying to add our Zoho Form embed in our Elementor Page Builder. After adding Zoho Forms widget in elementor page builder it’s displaying in backend page builder but it’s giving 403 error while trying to save, as it’s not reflecting in front end.
      • Formatting Problem | Export to Zoho Sheet View

        When I export data to Zoho Sheet View, ID columns are automatically formatted as scientific notation. Reformatting them to text changes the actual ID values. For example, 6557000335603071 becomes 6557000335603070. I have attached screenshots showing this
      • Connecting Zoho Inventory to ShipStation

        we are looking for someone to help connect via API shipStation with Zoho inventory. Any ideas? Thanks. Uri
      • Next Page