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Zoho Desk REVIEW

Customer Support Software

8 user reviews
USER SATISFACTION 100%
OUR SCORE 9.0

What is Zoho Desk?

Zoho Desk is a support desk platform that helps businesses deliver top quality customer support to their clients with tools that increase agent productivity and analytics and reports that enable managers to find key issues in agent performances so that they can improve their service as well make intelligent business decisions. Customers can also benefit from Zoho Desk as the software allows them to find timely and relevant support without having to go too far.

With Zoho Desk, companies provide their support teams with the best tools, multiple support channels, and task automation so that they can deliver quick and responsive support to their clients. This help desk platform gathers together employees from other departments and empower them to give their customers a very unified customer service experience.

Overview of Zoho Desk Benefits

Zoho Desk provides businesses with a plethora of support options and channels that enable them to deliver high quality and timely customer service to their clients. This allows them to build stronger relationships with their customers, resulting in better business and bigger revenues.

With the Zoho Desk integrated help center approach, businesses can offer multiple support channels that suit their way of work as well as meet the preferences of their clients. Companies can choose to address customer issues and queries via a fully functional ticketing system or deliver support in real time via its call center functionality.

Zoho Desk also has that social support integration that allows clients to submit support requests, ask questions, and even call for help via popular social media channels Facebook and Twitter. Support agents don’t have to exit the system to address calls and posts – they can easily respond from the same interface.

For customers, searching for answers and reaching out to other clients and experts doesn’t need to be difficult. With Zoho Desk, companies can create knowledge bases that contain all the answers to commonly asked questions and issues related to their products and services. Forums encourage consumers to converge and help one another by providing solutions and ideas based on first-hand experiences.

The quality of customer support should be high in any case and Zoho Desk helps managers ensure that all support they offer via all available channels won’t go on a dive. Reporting tools and analytics help managers identify issues and concerns that pertain to agent’s performance and productivity. The insights they get allow them to help boost productivity and performance, resulting to higher satisfaction rating from their consumers and ultimately, to better business.

Overview of Zoho Desk Features

  • Ticketing System
  • Call Center Software
  • Social Support Software
  • Agent Productivity
  • Knowledge Base and Forums
  • Company-wide Collaboration
  • Reporting and Insights
  • Help Desk Essentials

Awards & Quality Certificates

Zoho Desk Position In Our Categories

Position of Zoho Desk in our main categories:

50

Zoho Desk is one of the top 50 CRM Software products

20

Zoho Desk is one of the 20 Customer Support Software products

20

Zoho Desk is one of the top 20 Help Desk Software products

50

Zoho Desk is one of the 50
CRM Software products

20

Zoho Desk is one of the 20
Customer Support Software products

20

Zoho Desk is one of the 20
Help Desk Software products


Zoho Desk is also listed in the following subcategories:

Category:Position:Category:Position:
Industry-Specific Help Desk Software#9
Category:Position:
Industry-Specific Help Desk Software#9

It's important to keep in mind that hardly any app in the CRM Software category will be a perfect solution that can fulfill all the requirements of different business types, sizes and industries. It may be a good idea to read a few Zoho Desk reviews first as certain services might dominate just in a really small set of applications or be prepared with a really specific type of industry in mind. Others might operate with an idea of being simple and intuitive and consequently lack complex elements desired by more experienced users. There are also solutions that cater to a wide group of users and provide a rich feature base, but that frequently comes at a more significant cost of such a solution. Make sure you're aware of your needs so that you pick a service that offers all the features you look for.

How Much Does Zoho Desk Cost?

Zoho Desk Pricing Plans:

Zoho Desk offers two priced packages plus a free version packed with basic business support features. A 15-day trial with no credit card requirement is also available for businesses and individuals who want to take Zoho Desk for a spin.

Free

  • 3 Agents
  • Email Inbox & Web-form
  • Work Modes
  • Customizable Help Center
  • Knowledge Base
  • Community Forums
  • Re-Branding
  • Domain Mapping
  • Priority SLAs
  • Basic Reports
  • Agent Dashboards
  • Manager Dashboards
  • Ticket Overview Dashboard
  • The Team Feed
  • Remote Support (for one user)

You can easily start Zoho Suport free trial here.

Professional – $15/agent/month (billed monthly) or $12/agent/month (billed annually) plus tax, as applicable

All Free features plus:

  • Multi-channel Support
  • Helpdesk Automations
  • Multi-department Management
  • Advanced SLAs w/ Business Hours
  • Two-way data sync with Zoho CRM
  • Customer Happiness Ratings
  • Cloud Telephony using Twilio
  • Advanced Reports & Dashboards
  • Zoho BugTracker Integration

Enterprise – $30/agent/month (billed monthly) or $25/agent/month (billed annually) plus tax, as applicable

All Professional features plus:

  • Multi-brand Help Center
  • Scheduled Reports
  • Cross Department Reports
  • Contract Management
  • Custom Ticket Templates
  • Role Based Access Control
  • Live Chat Support

 

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Zoho Desk reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Zoho Desk. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

15

NEGATIVE SOCIAL MENTIONS

0

Video

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • Free
  • Monthly payment
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • TRAINING
  • TICKETS

What are Zoho Desk pricing details?

Zoho Desk Pricing Plans:

Zoho Desk offers two priced packages plus a free version packed with basic business support features. A 15-day trial with no credit card requirement is also available for businesses and individuals who want to take Zoho Desk for a spin.

Free

  • 3 Agents
  • Email Inbox & Web-form
  • Work Modes
  • Customizable Help Center
  • Knowledge Base
  • Community Forums
  • Re-Branding
  • Domain Mapping
  • Priority SLAs
  • Basic Reports
  • Agent Dashboards
  • Manager Dashboards
  • Ticket Overview Dashboard
  • The Team Feed
  • Remote Support (for one user)

You can easily start Zoho Suport free trial here.

Professional – $15/agent/month (billed monthly) or $12/agent/month (billed annually) plus tax, as applicable

All Free features plus:

  • Multi-channel Support
  • Helpdesk Automations
  • Multi-department Management
  • Advanced SLAs w/ Business Hours
  • Two-way data sync with Zoho CRM
  • Customer Happiness Ratings
  • Cloud Telephony using Twilio
  • Advanced Reports & Dashboards
  • Zoho BugTracker Integration

Enterprise – $30/agent/month (billed monthly) or $25/agent/month (billed annually) plus tax, as applicable

All Professional features plus:

  • Multi-brand Help Center
  • Scheduled Reports
  • Cross Department Reports
  • Contract Management
  • Custom Ticket Templates
  • Role Based Access Control
  • Live Chat Support

 

What integrations are available for Zoho Desk?

Zoho Desk integrates with the following business systems and applications:

  • Zoho CRM
  • Zoho Reports
  • Zoho Projects
  • Zoho Creator
  • Zoho SalesIQ
  • Zoho BugTracker
  • Customer Thermometer
  • Twilio
  • G Suite
  • RingCentral
  • Facebook

User reviews


User reviews in total: 8

7
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Average Rating:

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The most favorable review

Elsa

3 months ago


Pros: It's fantastic in minimizing barriers to entry. It gives a small market player a chance to compete with bigger businesses. So simple to utilize. It's very affordable.

Cons: It has its limitations. There could be a chance that I'd end up outgrowing it. Thing is, without it, it'd be difficult for me to get started on things.

The least favorable review

Theodore

8 months ago


Pros: Our CRM integration with Zoho CRM has been great. This resulted to a sharp increase in productivity. Clearly, our staff is doing a lot better since this happened. No other software like it can provide such seamless integration.

Cons: There are way too many links found on the left dashboard. It's understandable that these cater to a wide range of tickets. I really needed this when working with different kinds of people. Some can easily conform with this software while others struggle to make it work.

Published 3 months ago
Verified
user
It's fantastic in minimizing barriers to entry. It gives a small market player a chance to compete with bigger businesses. So simple to utilize. It's very affordable.



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
For the past few years, we've been using SalesForce as our primary project system and case. There were plenty of things we favored and wanted to change. For instance,...



What do you think about this review? Great Poor
Published 5 months ago
Verified
user
I like how I can easily work with other employees! I can send out spreadsheets via Zoho. It's doing well for me (so far). Zoho Desk is capable of mixing sales leads with...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
It's a highly recommended tool in addressing support tickets. You get to see tickets that have been resolved, currently pending, average ticket resolution response time,...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
The UI of Zoho Desk has significantly improved. It allowed our Desk Agents to gain enhanced experience. that means improved customer service. Support is always there when...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
Zoho gave us the ability in automating a lot of processes. It lets us report varying areas related to work. Zoho Desk pushed us to analyze the work completed against our...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
It did a good job replacing the mode of interaction from social channels, chats, e-mails, and phone calls in one platform. The experience in raising support request by...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
Our CRM integration with Zoho CRM has been great. This resulted to a sharp increase in productivity. Clearly, our staff is doing a lot better since this happened. No...



What do you think about this review? Great Poor

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