Zoho Support

I was considering this support software for our start up recently. It offers a solid help desk option with dynamic features such as ticket management, reporting and automation all of which are designed to increase services for your customers and productivity of your team. The dashboard and user interface is relatively straight forward and intuitive. You can engage customers in a variety of ways including live chat, email and social media though total features depend on the plan you are currently subscribed to. The automation including ticket notifications and actions help speed up your workflow considerably by reducing the number of redundant tasks to deal with ongoing which allows agents to spend more time helping customers as the priority as it should be. It will integrate with their CRM if you're using it. There are mobile capabilities which is great for offering remote support if need be. Reports can be scheduled and are quite visual. There are multiple plans including a free forever plan which has a lot of value for small businesses and start ups and I appreciate that a lot. Paid plans are reasonably priced with twelve dollar USD and twenty five dollar USD plans which are inclusive of the features below them. Though all of the features you would need to start offering support are included in the free plan.

I don't believe end users can attach screenshots to their support chats which is one feature in my experience which can save time and hassles from having to ask for an email and the login to another account, await confirmation of screenshot received and then proceed with support. I would also like to see co-browsing support in their enterprise level plan or lower. The ability to connect directly with customers in this situation by being able to ask for permission to use their desktop remotely is certainly a way this company could further differentiate their software as a service.

I truly appreciate the value in the free plan as this empowers small businesses and start up companies such as ours. The value in their paid plans is very good as well and include just about every feature you could ever need, with the exception of those mentioned above in my opinion. The fact that it only integrates with their CRM is great if you use it, otherwise it is a drawback as it is not my choice for best customer relationship management tool. Besides that just because it can't be our choice for this reason I do recommend having a look at it to learn if it's the best fit for your company.