Customer Support - An Overview

Customer Support - An Overview

Zoho CRM provides the Customer Support & Service management (Help Desk) features, such as Cases (Trouble tickets), Solutions (Knowledge base), Case Routing & Escalation through Workflow rules, and easy to deploy Web-to-Case forms for capturing customer-specific cases through Websites. In addition, you can synchronize customer-specific email messages as Cases from Microsoft Outlook mail client to the Cases module in Zoho CRM.

The Cases and Solutions functionality can be used to streamline organization-wide Customer Support processes by integrating Sales & Customer Support in a single system. Integration between Sales and Post-sales support management helps organizations in resolving the customer reported cases in the least possible time, enhancing customer satisfaction and allowing for more cross-selling and up-selling opportunities in future.

Cases refer to the feedback received from the customers on various issues pertaining to the use of products or services.

Solutions refer to the resources within the organization that enables solving repetitive problems encountered by customers.
    • Related Articles

    • Overview

      Zoho Assist is a cloud-based remote support and remote access software that allows technicians to provide support to remote customers and manage remote computers located anywhere in the world. You can start a remote support session, be it attended or ...
    • Overview

      Many organizations use different software systems to manage emails, calls, customer relationship management, etc. for their sales, marketing, and support teams. Since customer information is in silos, it's difficult to understand customer behavior, ...
    • Overview

      Integrating your MailChimp account with SalesIQ will help you to identify the visitor visiting your website through the marketing emails and targeted campaigns. You can also grow your newsletter subscribers list by allowing them to sign up for your ...
    • Teams Overview

      Teams allow you to organize your agents into groups based on your business needs or support process. They are particularly useful when you need a specific set of agents to manage common activities. Both tickets and activities (i.e., tasks, events, ...
    • Zia - An Overview

      Zia is an AI-driven support assistant who makes your customer support team more effective through data mining and machine learning. She provides support agents with analyses, customer forecasting, alerts and suggestions through a pre-configured ...