Zoho - your helping hand you didn't know you needed
Rating: 8 out of 10
IncentivizedUse Cases and Deployment Scope
Zoho [Desk] is used for several reasons in my company:
We use it as a helpdesk ticketing system. Emails get directed into Zoho Desk which create tickets. Tickets are dealt with in a queueing system and time spent per ticket is recorded.
The helpdesk system is customized based on the department within the company, so different tickets go to different departments.
Zoho Assist is used to allow us to remotely log into our customers systems to identify issues as required.
We also use Zoho CRM as a full customer list, with all relevant customer info entered for each customer separately.
We used SalesIQ to offer an online chat system to our customers.
We use Zoho Projects for our Project Management department to set out and monitor all stages of a new customer onboarding.
We also build many different reports based on the different Zoho modules which gives the company a powerful insight into how the company performing.
We use it as a helpdesk ticketing system. Emails get directed into Zoho Desk which create tickets. Tickets are dealt with in a queueing system and time spent per ticket is recorded.
The helpdesk system is customized based on the department within the company, so different tickets go to different departments.
Zoho Assist is used to allow us to remotely log into our customers systems to identify issues as required.
We also use Zoho CRM as a full customer list, with all relevant customer info entered for each customer separately.
We used SalesIQ to offer an online chat system to our customers.
We use Zoho Projects for our Project Management department to set out and monitor all stages of a new customer onboarding.
We also build many different reports based on the different Zoho modules which gives the company a powerful insight into how the company performing.
Pros
- Zohos reporting system is extremely powerful and reports can be built and customised in many different ways, including any information from any service.
- Zoho Assist helps for those customers who may not be as PC literate as others as you can log into their PC and do a task for them, while chatting to them as you to it through a chat window.
- Zoho CRM is great for entering as much relevant information as you can get for any customer.
- Sales IQ is great for quick fix issues as you can chat to a customer in real time and explain an issue, which otherwise might have taken an email or phone call
Cons
- The filtering system at times can not be as responsive as expected. On Zogo desk can try to filter out non-relevant tickets but they can still show in results
- You can run reports on Zoho based on any built in fields, but cannot run anything that comes from freetext, or responses based on keywords
- Zoho Assist at times fails to send the invite to the customer
Likelihood to Recommend
Zoho [Desk] is well suited by certain services which are aimed at certain departments.
I would think that each department uses one Zoho module based on what they do.
As someone who is Admin on Zoho I have access and overview of all Zoho modules, but even I would not use most.
It does not combine all these services into one "complete" solution for all departments.
It might be helpful to have all services netted together to create one complete solution that all departments use and can all pull the relevant info as required.
If this is already the intended purpose then perhaps more instruction needs to be given when onboarding clients as I am not sure how clear it is currently.
I would think that each department uses one Zoho module based on what they do.
As someone who is Admin on Zoho I have access and overview of all Zoho modules, but even I would not use most.
It does not combine all these services into one "complete" solution for all departments.
It might be helpful to have all services netted together to create one complete solution that all departments use and can all pull the relevant info as required.
If this is already the intended purpose then perhaps more instruction needs to be given when onboarding clients as I am not sure how clear it is currently.
Vetted Review
3 years of experience