Customer Consulting Group
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Superior Customer Service. Lasting Experiences.

Zoho Desk helps you simplify customer service operations, improve agent productivity, and deliver lasting customer experiences.

Zoho Desk is a whole customer-support call centre inside your browser, a comprehensive platform for integrating back-end CRM systems so that your agents can deliver your customers the best support. With process automation and instant ticket assignment, Desk allows you to manage customer conversations across email, chat, phone, social media, and your website from a single centralised place. 

Solutions are automatically suggested for each ticket. Agents can file bugs, assign tickets, or merge them. Their colleagues from engineering and operations can chip in with their subject matter expertise. 

Managers get metrics accurate to the minute, while agents can monitor their own performance through a scorecard. Make continuous improvement a habit. Custom views let you break material down into categories and work through them systematically – get a broad view of the issues your customers are contacting you about, or drill down into individual tickets. 

Your agents will know exactly which tickets need their attention right away with scoring and prioritising. Put a face to every ticket with CRM data, past interactions and other material, giving them a unified view of every customer – and a collective view of your customers in general. Track sentiment analysis over time and watch your customer satisfaction scores grow as their problems are solved. 

Offer 24/7 support without a global team by building a robust self-service operation that empowers customers to find their own solutions. A support bot will solve customer problems before they even need to engage with your team – save on staff and make life easier for the people you do employ. 
  • Connect Zoho Desk with other tools your team uses through a comprehensive set of integrations. Add custom capabilities through REST APIs or build internal apps with the SDK. 
  • Automate repetitive manual actions and manage complex cross-functional service processes. Blueprint capability gives you a simple drag and drop interface to chalk out processes and break them down into each step. 
  • Craft and send the best responses using customer context, FAQs, templates, and more. 
  • AI lets you proactively triage support tickets, analyse customer sentiments, and spot anomalies in ticket traffic so that you’re alerted to problems before they grow. 
  • Get work done on time with shortcuts, snippets, and templates. 
  • Define roles and profiles with access levels for each. Zoho Desk is fully compliant with data security standards ISO 27001, SOC 2, and GDPR.