Delivering highly contextual and conversational customer service experiences

ZOHO CORP. (www.zoho.com), a leading global technology company, today launched new tools for Zoho Desk, the company’s flagship customer service platform, to help customer service teams evolve with the changing needs of customers and meet heightened business expectations.

Zoho Desk, which has achieved 45 percent yearover-year revenue growth for the past five years, now serves more than 100K businesses globally. New capabilities include Blended Conversations, a seamless combination of human-driven and bot powered conversational service experiences, as well as several refinements to the user interface. These developments enable customer service agents to improve engagement and deliver higher-value customer experiences, removing the guesswork for agents and drastically minimizing friction that often results in bad customer experiences.

“During these challenging economic times, the best companies are doubling down on customer retention while simultaneously trying to do more with less,” said Gibu Mathew, vice president and general manager, Zoho APAC.

“Great service experiences address this by forming the bedrock of sustainability through economic downturns. Blended Conversations in Zoho Desk addresses exactly this outcome by cleverly combining human and bot agents while also reducing friction, frustration and costs-to-serve.”

Blended Conversations for Zoho Desk allows customer service agents to deliver the best experience in the moment by delegating the majority of manual and transactional tasks to bots, while remaining in control of the overall service experience. With fast and easy deployment that does not require external help, Zoho Desk allows brands to scale their conversational service experiences through higher agent productivity without compromising on the quality of CX. This experience is a culmination of Zoho’s Instant Messaging (IM) Framework and Guided Conversations, a low-code builder for selfservice experiences.

The IM Framework allows organizations to integrate any messaging service they use with Zoho Desk, and comes pre-integrated with services like Whatsapp, Telegram, Line, Wechat, Facebook Messenger, and Instagram.

Guided Conversations for Zoho Desk allows business users to build powerful self-service flows that are useful throughout the customer journey, and help customers quickly and securely manage their relationship with the organization.

It offers service teams tighter collaboration and integration with other Zoho marketing apps at no extra cost, including Zoho’s CX Platform Zoho CRM Plus, for example.