Handling customer complaints is easy now.
Zoho Desk helps you receive, respond to, and resolve customer grievances with simple solutions, and leaves you with more time for tasks that matter.
You need all the complaints in one place.
Resolving customer complaints requires a system with multichannel capabilities. Complaint management software like Zoho Desk collects all support tickets from different channels and organizes them in one tab to help agents reply to all of them from one place.
- Create assignment rules, and watch every ticket meet its perfect match in your team without collision.
- Organize all your customer service efforts with service-levels and contracts. Ensure you fulfill all your commitments ahead of time.
- Manage multiple departments like technical support, business enquiries and billing from a single account. Transfer tickets internally without any bottlenecks.
You need software that gives agents all the context they need
Support agents need a streamlined view of all this data to maximize efficiency. Zoho Desk does that through it's Agent Producitvity toolkit.
Work Modes: Support agents spend a lot of time trying to identify what issues need their attention first. To manage customer complaints effectively, they need a system that streamlines and organizes these complaints. Work Modes from Zoho Desk sorts complaints based on time due, priority, and status, automatically. This helps agents save time and decide which ticket they need to attend immediately.
Sentiment analysis: Zoho Desk organizes complaints according to the sentiment analysis of the ticket. Zia, the AI assistant, analyzes the ticket for signs of the customer's feelings, flags tickets into Positive, Negative' and Neutral categories. Agents can attend to the tickets with a negative sentiment first to ensure a quick response and reassure upset customers.
Auto suggest: Effective customer complaint management requires quick responses. Zia, the AI assistant, pulls relevant articles from your KB and has an answer prepared even before your agents read the ticket. All they need to do is hit send. This ensures consistently faster and more accurate responses.
Customer history: When dealing with customer grievances, it's important to have as much context as possible about their previous interactions and the sort of relationship they have with your company. With Zoho Desk, agents can access a customer's timeline of interactions right within the ticket interface.
CRM integration: Zoho Desk's deep integration with Zoho CRM makes agents to manage complaints and retain clients without losing any time. Your support team can view vital information—the CRM status of every ticket, the customer's previous interactions with the sales team and more—to gauge the level of attention the prospect requires. Your sales team, on the other hand, gets notified about the ticket activity, and can respond to them from within Zoho CRM.
Advanced Process Automation: When teams work together to fix customer issues, bottlenecks and miscommunication can delay your customer service. With advanced process automation, you can set up all your internal processes in your help desk, implement them automatically, and instantly spot bottlenecks that are causing delays.
Our customers love us
- Sears
- Daimler
- Intel
- Essilor
- AONhewitt
"We have seen an increase in answering support requests and have had a quicker adoption internally than with Salesforce"
Joshua SmithIT Manager, Wencor Group."Very easy to use. Requires minimum data to open ticket. Very flexible management configuration. Beautiful data reports - very comprehensive info. Love the happiness feature."
Mario Pires, GeostarSpringwater Capital Group"Zoho Desk is simple to deploy and easy to integrate with existing services. The reports and interface are easy to customize. It integrates perfectly to email and asterix and also handles ticketing very well.."
Steve MigoyeHead of ICT
