Who is Zoho Support For?

Although Zoho Support can be used by businesses in virtually any industry, the web-based solution is most frequently used by organizations involved in IT solutions, ecommerce, SaaS, consumer durables, education, governance, and nonprofit work. Zoho Support also works with clients in a number of traditional industries, such as energy and manufacturing.

Zoho Support is built to scale, which means the platform can be used just as easily by an organization with one support agent who signs on once a week as it can by a business with hundreds of support agents working on a single shift. The platform itself is most frequently used by customer support agents and IT staffers. Multiple pricing options are available to meet the needs of users with varying needs.

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Key Features

  • Ticket Management
  • Contracts and SLA
  • Reports and Dashboards
  • Alerts and Notifications
  • Knowledge Base
  • Customer Self Service Portal
  • Social Media Support
  • Accounts and Contacts
  • Contracts and Service Level Agreements (SLAs)
  • Alerts and Notifications
  • Product Catalog
  • Customer Support Portal

Screenshots

Overview

We help you to provide a great customer support experience. Manage, prioritize and close an ever-increasing number of requests that reach your help desk through different channels. Build and publish a support knowledge base. Analyze and improve the performance of your support team. Zoho Support is a flexible, web-based help desk app that allows you to provide the support experience your customers deserve.

With information at-hand about SLA, priorities and other variables, plus queue management and filtering options, your support agents will always be focused on the most important tickets. Additionally, the advanced workflow helps you to automate assignments, alerts, emails and even start tasks.

Adapt Zoho Support to suit your business needs - custom fields, notifications, mail templates, define your own SLAs and workflows that suit your business. You can even integrate Zoho Support with other systems with our advanced API.


  www.zoho.com

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, Mac, Windows, Web-based
Supported Countries
Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Chinese (Simplified), English, French, German, Japanese, Spanish

Pricing

Starting from: $25.00/month

Pricing model: Freemium, Subscription

Free Trial: Available (No Credit Card required)

Free for 1 Agent
Enterprise $25/Agent/Month
Professional $12/Agent/Month

Benefits

Easy Setup
No Hidden Costs
Accessible 24x7
Pay-as-you-g(r)ow
Get an online view of the entire support process

User Reviews

Great Support

Gowdhaman J14th of February, 2014 10:23

Prashant helped us to resolve the issue, he was very patient and guided us in the correct direction. He changed the settings exactly to our requirement.

Robust Integrated Sales, Marketing and Operations

Jeri Vespoli5th of February, 2014 09:16

I reviewed many database solutions for data, time, sales, marketing and operations management. Zoho is a standout. I have used it with increasing respect for years now.

Awesome Product

Sam7th of January, 2013 00:44

Hi this is sam.. Iam using Zoho Support for last 3 months and its excellent product , it will take care of your helpdesk.. The app which you can trust , Go for it no second thought .. Would refer to others

Affordable and robust

William Tice3rd of July, 2012 15:10

Zoho is known for its brilliant products! Also Zoho Support didn't disappoint me. With this app you can do your customer support easily by using the robust features. I use Zoho Support for managing my tickets. At the beginning I used to have a freemium account but very soon my company grew and I needed a paid plan.

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GetApp Analysis

Lasting customer relationships don’t happen by chance. In most cases, they’re the result of dedicated support teams that make themselves available to customers at all hours of the day. Zoho Support is a web-based support and help desk solution that provides organizations with a unified view of their customers’ needs.

Zoho Support uses a multi-channel ticket management system, along with custom reporting tools and task automation features, to make it easier for businesses to impress customers with high levels of customer service. Built to scale up and down, Zoho Support is available for businesses of all sizes. At the industry-level, Zoho Support is most frequently used by organizations that are involved in IT solutions, ecommerce, SaaS, consumer durables, education, and governance.

Example of a Zoho Support dashboard page.

What is Zoho Support?

Zoho Support is a help desk software solution for businesses. Businesses that use Zoho Support are able to create full-featured online help desks—which include ticket management, automation, and reporting tools—with the ultimate goal of building longer-lasting, more valuable relationships with their most important customers.

Zoho Support allows businesses to engage with their customers across multiple channels, including Twitter, Facebook, and email. Support agents are able to manage incoming tickets and handle large influxes of traffic with request management features and automated workflow options. Integrated knowledgebases, which can also be created with Zoho Support, are one of many tools that agents are able to use to search for relevant answers to frequently asked customer queries.

Zoho Support's 'Getting Started' wizard.

Main Features

Pulling Customer Requests From Multiple Channels

Zoho Support pulls in customer service requests from multiple channels, such as email, phone, social media, chat, self-service help center, forums and community and web forms. It lets managers setup service-level agreements. Each ticket is slapped with a due date and time based on this SLA commitment. When tickets go unanswered for an extended period of time, the software automatically alerts a set of people and can even assign the ticket to another agent.

Multi-Channel ticket management.

Improving Productivity With Automations

Much of the value in using a help desk software is in improving the productivity of the team and being able to emulate incumbent processes. Zoho Support provides flexible automation rules to accommodate various prevalent processes. Time-based action rules help in automating activities like closing inactive tickets. Notification rules keep customers informed about developments in a ticket and build transparency. Macros help agents perform a multitude of tasks together in a single click.

Automations and workflow rules.

Integrating with Zoho CRM

You only service what you sell. Customer information from a CRM system is very critical to offering customer service of any kind. It brings much-needed context to the conversations. Without this information, a ticket has no face to it. Support agents don't know enough information about customers during the first few interactions, because they didn't sell anything. By automatically pulling in customer information from CRM and keeping it up to date, Zoho Support's integration with Zoho CRM helps put tickets in the right context. Support agents can see all the information about a particular customer, complete with custom fields. Likewise, sales reps within CRM can see the latest tickets a particular customer has raised. This gives them better context about how happy the customer is, based on which they can make sales calls and build relationships further.

Zoho Support's CRM integration.

Ensuring Customer Happiness

The ultimate metric in a customer service operation is customer happiness. By measuring that directly, Zoho Support helps managers understand the impact of their customer service efforts. By helping track several other metrics related to the customer service operation, Zoho Support enables managers to understand which areas to improve in order to create more customer happiness.

Customer happiness analytics.

Answering Tickets From Anywhere

Zoho Support is available for iOS and Android. Agents can answer tickets from anywhere. There's also a feed displaying recent updates in tickets. Users can choose to follow a particular ticket, contact or account. All developments related to those show up automatically on the feed in real time. Agents can also @mention their colleagues and ask for help internally. Push notifications ensure that agents are able to maintain good response times even when they're not at their desks.

Mobile customer support module.

Integrations

Zoho Support integrates with Zoho CRM and Zoho BugTracker. Zoho CRM is a web-based customer relationship management solution. Zoho BugTracker is an issue tracking service for businesses. Integrating Zoho Support with these two solutions enables businesses to give their agents more context for dealing with customer issues and requests.

A developer API enables Zoho Support users to integrate the solution with third-party applications, including accounting, e-commerce, and ERP platforms. Organizations are able to export the data they generate through Zoho Support in a number of formats.

Pricing

Zoho Support offers three pricing levels for organizations. A free plan available for very small businesses and startups allows those organizations to add unlimited users without worrying about licensing costs.

As those organizations grow in size and get more people involved, they’re encouraged to sign up for the Professional plan. This plan costs $12 per user, per month, and it is meant for businesses that have growing needs but don’t have rigid processes already established. At the upper end of the spectrum, Zoho Support offers an Enterprise plan for $25 per user, per month. This plan is recommended for “seasoned” businesses and companies with very specific needs and logistical requirements.

Bottom Line

  • Provides organizations with a unified view of their customers’ needs.

  • Multi-channel ticket management solution.

  • Task automation enables agents to handle large volumes of incoming requests.

  • Customized reporting tools help companies improve performance.

  • Optimized for accessibility on mobile devices.

FAQs for Zoho Support

Below are some frequently asked questions for Zoho Support.

Q. What are the main features of Zoho Support?

Zoho Support offers the following features:

  • Ticket Management
  • Contracts and SLA
  • Reports and Dashboards
  • Alerts and Notifications
  • Knowledge Base
  • Customer Self Service Portal
  • Social Media Support
  • Accounts and Contacts
  • Contracts and Service Level Agreements (SLAs)
  • Alerts and Notifications
  • Product Catalog
  • Customer Support Portal

Q. How much does Zoho Support cost?

We have the following pricing information for Zoho Support:

Starting from: $25.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Q. Who are the typical users of Zoho Support?

Zoho Support has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Small Business

Q. What languages does Zoho Support support?

Zoho Support supports the following languages:

Chinese (Simplified), English, French, German, Japanese, Spanish

Q. What type of pricing plans does Zoho Support offer?

Zoho Support has the following pricing plans:

Free Trial, Freemium, Subscription

Q. Does Zoho Support support mobile devices?

Zoho Support supports the following devices:

Android, iPhone-iPad

Q. Does Zoho Support offer an API?

No, Zoho Support does not have an API available.

Q. What other apps does Zoho Support integrate with?

Zoho Support integrates with the following applications:

No information available.

Q. What level of support does Zoho Support offer?

Zoho Support offers the following support options:

No information available.


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