Zoho Desk Reviews

Zoho Desk is a software solution, and there are different options depending on the organization's needs. Imagine you're an e-commerce company. You have customer engagement on social media, WhatsApp, and Instagram, and maybe orders fulfilled through different platforms. These are all different customer engagement channels.

One is a phone, and the others are not as traditional channels. You can also integrate Zoho Desk with your CRM for purchases and returns. So, here's a list of products. These are all different channels.

Zoho Desk helps consolidate all these channels into one platform. So you can receive inquiries and respond to the same application. If a customer calls you, you can pick it up from the Zoho Desk. If they send an email, you can see and respond to it there. The same goes for WhatsApp messages and even Instagram DMs. It can be tricky to manage all these interactions separately.

So, Zoho Desk brings all these communication channels and reports together. If your organization is looking for an end-to-end solution to manage customer support tickets, then Zoho Desk is a great option.

Integration with other Zoho products, for example, a call center solution, is very seamless. It's a native integration. You don't need any APIs. It's very straightforward. That's the best one I've done. Integrating with Microsoft Teams is very effective and easy to do as well.

However, integrating with something like, say, RBI Analytics, they weren't able to sign off on that option yet. You have to go through custom APIs or a customer solution tool. But by and large, the integration for native Zoho products is straightforward. If you need a customized integration, it's achievable, but it requires some coding. In the past, we used to write entire lines of code to connect applications, but Zoho Desk makes it much easier.

The reporting is very robust. We can pretty much track anything - agents, amenity categories, channels. We can see if you need to assign more agents to a specific channel to clear the backlog. 

There's also something called NDAs, which tracks things like average response time. It has its own analytics gateway, so we can see exactly what we're looking for. 

There's also advanced analytics we can integrate, which provides fancy dashboards and lets you automate reports. We can download reports in various formats and auto-schedule those reports. Overall, it's quite good.

Moreover, the multichannel support is already available. We can connect to any social media or any media platform. It's very easy to set up.

We can define your business-related services and provide all the information needed. Another unique aspect is AI. We can speak to it and say "I want information about XYZ." It's a very good application.

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me.

Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency).

Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. 

We can download the mobile app to see requests and respond from anywhere.

It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. 

For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

There is room for improvement in customer service and support. 

It could be more knowledgeable. 

I have been using it for a couple of years. 

The stability of the solution is good. It is very good. I would rate the stability a nine out of ten. 

It is a highly scalable solution. You can easily add more users through the portal within seconds. 

We had around 200 end users using Zoho. It also included the clients I deployed this solution for. 

The customer service and support is not good. 

It is very easy to set up. It is just a click-click-click kinda process. 

But the time it takes depends on how many channels you want to integrate. Then, it can take a while, maybe a month if they want to include everything. For example, one organization I worked with didn't have Facebook or WhatsApp ready. So it depends on the client's needs.

A basic setup can be done in a day, even within 20 minutes, if you know what you're doing. I was able to set up an ID for a client in 15 minutes because they provided everything I needed - email address, user agents, and ticket routing information - all prepped by their administrator. Once the client gives has all the requirements, it's quick to set up.

It is quite affordable, not cheap. But it is affordable. That's why it is easy to scale. 

The licensing cost depends on which plan you choose. For a plan with a thousand users, it's very affordable. The benefits depend on the plan you choose. If you pay for a lower-tier plan, you might not have access to all the channels. For example, email integration might not be available.

Overall, I would rate the solution a nine out of ten. It's scalable, and the software itself requires minimal maintenance from your IT team. U

pdates are automatic, and I don't believe there's a need for additional support unless a customer calls you directly.

It's user-friendly, the reporting is nice, and you can access everything on the go through the mobile app. You don't need to be at your computer, it is one of the biggest advantage. Because it accommodates different channels, like WhatsApp, you don't need separate interfaces for each customer. Everything is in one console. So it's pretty amazing.