Zoho Marketplace is a central strategic hub that offers extensions to enhance the capabilities of Zoho Desk. Read on to learn how Zoho Desk users can effortlessly enhance their customer support journey with Zoho Marketplace extensions.
Ticket creation and management
Zoho Desk creates a request when a ticket is raised. Support agents must stay on top of the ticket to ensure its effective resolution. The Customer Ticket History extension helps agents identify previous support tickets and engagements with the customer and access all ticket-related information. This gives the agent a contextual and personalized conversation with the customer.
Sometimes, a raised ticket can be an interesting case for support agents. The ticket could be a high-priority customer, about a bug that an agent is keen on, or even simply an issue that’s been assigned. To keep track of multiple tickets, agents can follow them with the My Followed Tickets extension. Agents can not only view key information like the contact name, status, and assignee without opening the ticket but also receive timely notifications on ticket activities.
Communication
Engaging with customers while handling their tickets helps agents easily understand the requirements and resolve issues faster, and an open-platform PBX phone system is just the way to go. 3CX is a telephony extension that offers a unified communications solution enabling agents to manage calls and call-related activities within Zoho Desk. Agents can now automatically log a call and get instantly notified of a missed call in Zoho Desk.
Telephony isn’t the only medium through which agents can engage with customers. Agents can also communicate over SMS to inquire and update customers. With the JustCall extension, support agents can instantly send and receive text messages from customers and automatically log all inbound and outbound text messages in Zoho Desk.
Remote assistance
In the case of a complex ticket, agents need to assess the issue deeply and provide hands-on assistance to the customer. The TeamViewer extension allows agents to start a remote support session right from their ticket view. Through pre-configured email templates, agents can share links to secured and encrypted TeamViewer sessions with customers from within the Zoho Desk interface.
Collaboration
Sometimes, a ticket in hand could involve an issue that requires the expertise of more than one agent or individual. The need for collaborating on a ticket is essential, and collaborating within Zoho Desk simplifies the whole process. The Slack extension is a chat application built for team coordination and communication in Zoho Desk. The support team can now centralize team communication by bringing all required ticket information into one place.
Project management
Every support team needs the right project management tool for effective resource allocation and efficient task management. Asana helps support teams create actionable tasks based on their goals and ideas and breaks them down into manageable tasks to be assigned to team members. Agents can create Asana tasks in every Zoho Desk ticket and categorize them based on the Workspace and Project.
Analytics
Analyzing ticket information is important to identify trends, common issues, and areas for improvement in ticket-related conversations, tasks, and approvals. The Ticket Insights extension provides insights on each ticket, such as the number of messages in a conversation thread, comments, and average handling time. Support managers can analyze the performance of their support team based on the analytics offered by this extension.
Knowing the customers while interacting with them helps agents foster better customer relationships. What could be better than sales agents having contextual information about a customer right next to the ticket they raised? Agents can use the Customer Insights extension to view the ticket history, response time, and address the ticket accordingly to make the best data-driven solution.
Customer relationship management
The epicentre of every customer journey is the customer. Organizations use customer relationship management (CRM) platforms to help analyze and manage their customers. Powered by customer data in the CRM, integrating a CRM platform with Zoho Desk enables smooth support operations. The HubSpot extension allows Zoho Desk users to access and manage customer details and deals directly.
Check out these integrations and visit Zoho Marketplace for more such extensions across multiple categories.
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