Avis clients sur Zoho Desk

Avantages

L'intégration de Zoho Desk à Zoho CRM change la donne. L'interface utilisateur est intuitive et les fonctionnalités d'automatisation sont puissantes.

Inconvénients

Certains modèles d'e-mails par défaut peuvent être funky, mais c'est une solution facile.

Avantages

- Le suivi de l'historique des clients
- Le système de tagging
- Personnalisation des status/workflow
- Lien avec la base de connaissance

Inconvénients

- L'ergonomie est contrintuitive
- Les notifications sont inutilisables
- Pas de mise en avant des pièces jointes
- La recherche n'est pas fiable

Avantages

L'intégration avec le produit a été facile et ce que j'ai apprécié est l'éfficacité des gestionnaires

Inconvénients

Certains des processus sont difficiles et les notification sont difficiles à utiliser

Avantages

L'outil est bien pensé pour effectuer du tracking poussé sur les demandes entrantes. De plus, l'historique de chaque lead/client est très avancé également.

Inconvénients

L'ergonomie peut laisser parfois à désirer et il est difficile de retrouver ce que l'on souhaite (même via la recherche)

Avantages

la facilité d'utilisation de la plateforme, ainsi que la capacité à centraliser les interactions avec les clients via différents canaux, tels que la messagerie en temps réel, les e-mails et les réseaux sociaux. Les fonctionnalités avancées telles que l'automatisation des tâches, la gestion des tickets, la personnalisation de l'interface utilisateur et l'analyse des performances ont également été appréciées par les utilisateurs.

Inconvénients

les fonctionnalités de personnalisation limitées et des des difficultés à intégrer le logiciel avec d'autres outils de leur stack technologique

Avantages

la répartition des appels via l'agenda est très pratique et intuitive

Inconvénients

le logiciel est assez couteux pour une petite entreprise

Avantages

Une des meilleures sur le marché surtout avec l'intégration avec bigin.

Inconvénients

Il serait souhaitable de proposer une offre de prix abordable pour les autoentrepreneurs.

Avantages

Zoho Desk me permet d'avoir une gestion centralisée des tickets, de les suivre de manière transparente à travers différents canaux et de les attribuer automatiquement aux agents de support appropriés. Il me permet aussi d'automatiser les tâches manuelles et répétitives liées à la gestion des tickets de support client, ce qui me permet de me concentrer sur des tâches plus importantes.

Inconvénients

Je n'ai pas rencontré de problème avec cet outil pour le moment.

Avantages

L’appli Android Les mailsLe suivi des tickets

Inconvénients

Je n’en n’ai pas vu même avec la version gratuite

Avantages

Simple à utiliser, les différents états me permettent de suivre le ticket client

Inconvénients

pas de remarque particulière à faire, l'outil corresponds à mes besoins

Avantages

The system's user interface makes it simple to understand. We will be able to significantly mature our customer service operations and scale with our expansion over time because to the configuration choices, which seem to be limitless. For our 18 retail locations, we intend to use the system to handle all client inquiries.

Inconvénients

Although the pricing is a little unclear, altogether the cost is fairly affordable. Our experience has been incredibly gratifying other from that.

Avantages

Improved customer experience: Zoho Desk provides a unified platform for managing customer support requests, which can help improve response times and provide a better customer experience.Increased team productivity: The automation and collaboration features can help reduce manual tasks and improve team efficiency, allowing them to handle more requests in less time.Better data insights: The reporting and analytics features can help businesses gain insights into customer needs and preferences, and identify areas for improvement.Customization: The ability to customize the platform can help businesses tailor their support workflows to their unique needs.

Inconvénients

Complexity: While setting up automation rules and configuring the platform, some users may find the software to be a little challenging. Small organisations or teams with little technical experience may find it difficult to start because of this.Restricted integrations: For companies that depend on particular third-party technologies, Zoho Desk's lack of connectors with other help desk solutions can be a drawback.Restricted mobile app features: In comparison to the desktop version, the Zoho Desk mobile app includes less features. This can make it difficult for support personnel that must function while moving about.Despite Zoho Desk's ability to customise fields and tags, there are few options available for customising the platform's overall appearance.

Avantages

It was pretty easy to setup, they did have issues on their end with the custom domain pointing, but were willing to help out.

HTTPS had to be requested and is not a part of the package unless you call up and request it.

Inconvénients

I purchased a package from Zoho – Desk and Invoicing – so I can bill clients for time spent on a service call. Calls can be a remote support session or onsite.

After trying out their product and setting everything up with just Desk, their sales pitch led me to believe that their Invoicing product would be needed to integrate with Desk in order to bill clients directly.

The company then sent me an invoice to pay for an annual subscription for Desk and Invoice. I was told multiple times that I could use it on my phone and on the web. It would led me open a timesheet and connect it to the Desk ticket. Nope. Not on the phone though I was told otherwise.

So far, everything does not work as advertised.

The support reps keep telling me that their integrations are in BETA.

BETA was never mentioned during any of the calls or email until it did NOT work as advertised. I even have screen shots of the word BETA on the screens.

I would not recommend this product and would put up an advisory on your website indicating that most of their “integrations” are in BETA.

I am further contacting my bank and the Attorney General for California.

I don’t pay for BETA software.

Is there another company that actually fulfills their sales pitches?

Avantages

There is no Work area application for Zoho Work area, a vital missing element. The alternate route symbol for Late things might have been set better, perhaps in the top header menu rather than in the footer. The footer menu should be more noticeable, as it is unrecognizable on more modest size screens.

Inconvénients

The easy to use android and IOS applications are one of the most outstanding elements of Zoho Work area, which I like the most. Different highlights which I likewise respect are-It furnishes a basic gadget code with a couple of snaps once you choose to coordinate it with your site or application; you can undoubtedly follow your tickets in general and specialists from the dashboard interface; you can embed labels with each pass to bunch them into explicit classifications for examination and investigating.

Alternatives envisagées 

Bitrix24

Pourquoi passer à Zoho Desk

We were at that point involving Zoho for their salesIQ so we know its a strong stage. I was dazzled with the combination to our exisiting frameworks ( I have right now sent it on a test site, hoping to go live presently)The tagging framework is fantastic and permits a decent level of customisation. There is additionally less time engaged with going live rather than similar frameworks presented by Engagebay or utilizing power computerize on Office.The CRM abilities are the ideal good to beat all for us, yet we haven't utilized this capability a lot as of now.The folks additionally have great instructional exercises accessible, which responded to a large portion of my inquiries, so I have not needed to connect with help (yet).

Avantages

Customer satisfaction is at the top of my priority list as a small business owner. My team and I were trying to successfully handle customer queries, requests, and comments using spreadsheets and emails. That's when we came across Zoho Desk. We were able to optimise our customer support operations by utilising its powerful ticketing system, which ensured that each request was monitored and addressed in a timely way. The platform also provided several modification possibilities, allowing to personalise it to specific unique requirements. Another significant advantage is its sophisticated reporting and analytics capability. The platform gives us insights into our customer service performance, allowing us to discover areas for development. You can also measure client satisfaction and make data-driven decisions to improve your customer service practises.

Inconvénients

Additional features such as chatbots and AI-powered support might potentially benefit the platform, improving the customer support experience. Furthermore, the site might improve its mobile experience, as accessing all functions on mobile devices can be tough. Finally, the platform's reporting and analytics features could use some more flexibility. We would like to see more flexibility in producing and editing reports, as well as the possibility to export data in various formats.

Alternatives envisagées 

Groove

Avantages

Businesses can manage client interactions and questions with the aid of Zoho Desk, a feature-rich customer service and support tool. A customer knowledge base, email integration, ticket management, and other functions are also included in the software. Businesses can handle client interactions easily thanks to the user interface's simplicity and clarity.The ability of Zoho Desk to consolidate all customer interactions in one location is one of its primary strengths. Businesses can use the program to create and manage customer tickets, as well as to monitor and address consumer inquiries received via phone, email, and social media. This makes it simple for companies to monitor client interactions and guarantee that all concerns are answered promptly.

Inconvénients

The flexibility of Zoho Desk to interface with other programs is yet another fantastic feature. Businesses can manage client interactions and sales operations from a single, central location with the help of the software, which can be combined with well-known email platforms like Gmail and Outlook as well as other Zoho apps like Zoho CRM. The Zoho Desk pricing plans are adaptable; it provides a free plan for small teams as well as a range of pricing alternatives for organizations of various sizes. Advanced capabilities like advanced analytics, app integrations, and the capacity to manage more client interactions are included in the subscription tiers.

Avantages

The reporting feature is very good. Similarly, the ability to create custom "views" in our module log gave us greater insight into key data stored in Zoho Desk. Integration with other Zoho applications is critical for us, and Zoho Desk acts as a hub for project tracking, communication and task tracking for our team. Most, if not all other Zoho applications are natively integrated with Zoho Desk. Zoho Desk is highly customizable. Zoho Desk is a must-have for anyone using the rest of the Zoho Desk platform. In addition, it acts as a tightly integrated hub with other Zoho applications. Making it the only Zoho application where our project users can log in to check emails, tasks, deal status, etc. on a daily basis. As administrators, it is critical that we optimize the way we configure Zoho Desk to provide the most useful information to our users while requiring the least amount of data entry from them.

Inconvénients

Honestly, I can't say anything negative about Zoho Desk. One last thing to add is that Zoho Desk has so many features that it is difficult to configure each one to optimize our team's success. It is important to use the features that best reflect our company's internal processes. Integrate with Zoho Social or other social networking tools. This may be due to my lack of effort to make better use of this existing functionality. I would say some UI improvements, although this feature works with the upcoming canvas generator.

Avantages

It allows you to build an exper system which can be used as a self serve by the users. Performance will shoot up. Build workflows to suit the requirement

Inconvénients

Pricing is a -ve point. Can be eased to make customer happy.

Avantages

The best thing I feel about Zoho is its user-friendly interface for ticketing systems. We can easily categorize the tickets by tagging them as required. Implementation and setup were also very smooth and fast—excellent customer service from Zoho.

Inconvénients

I feel the price point is becoming highly competitive. Rest all is satisfactory and good.

Avantages

Organize the whole customer support environment, has plugin to insert in our Android and iOS code, no need to interact with your endpoints. We can chat with customer in real time, make alerts and notifications for them.

Inconvénients

You first have to know the theory of how the tools work before using them, there is no quick learning curve to master the tool. The time to test the tool for free could be a bit longer.

Avantages

The initial setup wizard worked smoothly. Navigation through the configuration menus is simple and intuitive. The customer access portal home page is in place and ready for further customization of content. A clean design that displays the functions that are needed at this time.

Inconvénients

The initial 14-day trial period is fine for "getting started", but trying to juggle a new set of desktop services and day-to-day work seems to work against the clock. A 30 to 45-day trial period would be excellent, as it allows you to become so familiar with the software that you are more willing to use it.

Alternatives envisagées 

Zendesk Suite

Pourquoi choisir Zoho Desk 

We are creating the first in-house service solution for the company. Having a managed solution to handle requests that other team members can monitor and resolve is much better than trying to handle email support requests that sit in an inbox with many other unrelated emails.

Logiciel antérieur 

Freshdesk

Pourquoi passer à Zoho Desk

We are a growing company and we need to track our issues not only by the customer but also by specific serial number. We had a very rudimentary system to do this, but our size is pushing us to modernize to stay on top of everything. This system should help us.

Avantages

When it comes to managing a single or multiple businesses, ZohoDesk is the best option because of how easy it makes everything. There is a lot of flexibility and structure in the administration of the many divisions.

Inconvénients

One possible drawback is that there is no desktop client. You still need a desktop app version, no matter how polished the webapp is. An additional minor tweak would be to enable the merging of requests by choosing all departments.

Avantages

Does not involve a lot of configuration to start with, and it is rather easy to add functions when required. It does not take a lot of user training for colleagues to get started (more or less self-explaining)

Inconvénients

It offers a customer portal, but the design of that portal cannot be matched with the "house style" guidelines of the company

Avantages

I like the options that are available.
The templates and features are great.
I wish I could pay a one time fee to have a vanity domain instead of needing the pro package.
Support is normally pretty good.

Inconvénients

Complicated to setup and training is required.

Alternatives envisagées 

Freshdesk

Pourquoi passer à Zoho Desk

Seemed to have better support and product dev that the others. Features seemed more matured.

Avantages

I like the fact it is hosted online with all updates taken care of to save having to run our own internal systems. There are lots of options and even the free one can easily take care of a small helpdesk. The software can be accessed on line so is useful if you need to work from different locations. There are a lot of extra features you can easily add for only small incremental price increases if you need to expand as you grow.

Inconvénients

Some of the features are not as simple to implement as they could be making a bit of a learning curve for new staff members.

Alternatives envisagées 

Freshdesk

Pourquoi passer à Zoho Desk

It had more of the features we need and we use other Zoho products so they link together quite easily.