Zoho-Pros and Cons

General Information

Zoho is a cloud-based CRM platform that enable the companies to deliver a good customer support. It prioritizes and manage the requests from the customers to provide them better experience.
Freshdesk automates the workflow and provide self-service to the customer without any representative. It also build and publish a support knowledge base to solve the problems efficiently.
It also has multichannel support to provide quick and responsive support to their clients.

Newer Innovations in Zoho desk
It uses multi-channel i.e. web, phone, email, social media, etc, to resolve the customers and engage them whatever channel they chose. They also create a distinct self-service portal for each brand’s customers. It also has the feature of real time email notification.
From its knowledge base, it create a repository of solutions for commonly asked questions.
Zoho ensures that every ticket is automatically assigned to an appropriate agent.

Why we use Zoho desk?
Zoho help companies of all sizes solve their business problems.
It provides a platform for the user to access the information and perform task without any customer support representative.
Companies uses this tool to provide any time support to the customers.
It makes the process of customer support fully automated and easy.

Industry Positive Comments

Some of the customers said that it has great support team.
It also has great integration with sales process, social media and other CRM tools.
Some customers said it has good ticket management, even we can see tickets that have been resolved, pending and average ticket respond time.

Needs Improvement

Some customers said that some of the modules are configurable but some are not. It is not very easy to use, it is hard to study its use, initially.
Some customers said that it doesn’t have any mobile integration, which can provide more mobility.

Similar Products in the Industry
Some of the similar search products in the industry are Zendesk, Jira Service Desk, Freshdesk, Whatfix, Oracle Service Cloud, LiveAgent, Helpshift, WalkMe, TeamSupport.