Avis clients sur Zoho Desk

Excellent en soi, exceptionnel lorsqu'il est synchronisé avec Zoho CRM

Commentaires : Zoho Desk est excellent en soi et encore meilleur lorsqu'il est synchronisé avec Zoho CRM.

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.

Complet et fonctionnel, mais peu ergonomique

Commentaires : Globalement le suivi de ticket est de bonne qualité mais on perd facilement du temps à chercher les informations dans un système globalement contrintuitif.
Les notifications sont difficilement utilisables du fait qu'un simple clic sur la cloche retire le compteur de notification. De plus l'empilage de notification par ticket n'est pas lisible.

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

Logiciel de service client

Commentaires : Les problème qu'il me permets de résoudre sont sur le suivi des Ticket

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

Très bon outil de gestion de relation clientèle

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)

Analyse de l'utilisation de Zoho Desk pour la gestion du support client en temps réel

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

super pour un service client

Avantages :

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

Inconvénients :

le logiciel est assez couteux pour une petite entreprise

Excellente application

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.

Expérience de service client personnalisée et cohérente

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.

Outil pratique pour la gestion des tickets

Commentaires : Nous l’utilisons pour gérer les demandes des utilisateurs. Cela nous permets de nous les dispatcher et d’en suivre facilement l’évolution. On y vois rapidement ce qui a été fait et s’il faut revenir sur le ticket, pas besoin de se souvenir ce qui a déjà été fait.

Avantages :

L’appli Android Les mailsLe suivi des tickets

Inconvénients :

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

j'ai adopté Zoho Desk

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

Using Zoho Desk as a ticketing based solution is great

Commentaires : A single glance at this program was all it took to fix the ticketing problems we were facing. When we were looking for a new software, I was simply able to get the things I required and could display them to my team with no trouble at all.

Avantages :

As a ticketing system, Zoho Desk allows us to keep tabs on and respond to customers' questions about our bespoke goods, whether they reach out to us via email, phone, or in person. Although we have just begun to understand how the system works, we already have a good idea of how beneficial it will be after we have fully implemented it.

Inconvénients :

When it comes to cost, Zoho should be more transparent when incorporating additional tools like Zoho Assist. Although Zoho's huge amount of modules is a great asset, it would be even more helpful if there were a means to track the potential financial impact of implementing various configuration options.

Boost Your Customer Satisfaction Levels with Zoho Desk

Commentaires : We were having a hard time managing customer service and support because customers could contact us through multiple channels and we didn't see how they were interacting with us. We were able to address these issues and streamline our customer support processes with the assistance of Zoho Desk.The capacity of Zoho Desk to incorporate multiple customer service channels into a single platform is one of its primary advantages. We can manage support tickets, phone calls, emails, messages on social media, and more with Zoho Desk. We can also manage our support operations more effectively with the help of a wide range of features and tools offered by Zoho Desk. We can use analytics and reporting tools to gain insight into our customer support performance, automate routine tasks, and create custom workflows.In general, Zoho Desk has assisted us in raising customer satisfaction, strengthening our relationships with them, and raising the standard of our customer support and service.

Avantages :

The unified platform of Zoho Desk is one of its best features. It gives me a single view of all customer interactions across channels like email, phone, chat, social media, and forums. This assists me with keeping steady over all client requests and guarantees that no client demand goes ignored.The ability to customize Zoho Desk is yet another great feature. I have been able to tailor the platform to our particular business requirements thanks to the capability to modify things like renaming tabs, adding new departments, and customizing email templates.

Inconvénients :

Although Zoho Desk offers a streamlined ticket management system, I've noticed that some tickets are lost or closed too quickly. This can impede the resolution of customer issues and frustrate both customers and service representatives.The reporting capabilities of Zoho Desk are yet another area for development. Although the platform offers scheduled and custom reports, I've found that the dashboard's reporting capabilities can be limited. Despite these drawbacks, I have found Zoho Desk to be an overall useful customer service management tool.

Alternatives envisagées : Freshdesk et Zendesk Suite

Pourquoi passer à Zoho Desk : Zoho Desk has several advantages over its competitors in the help desk software market. Firstly, Zoho Desk seamlessly integrates with other Zoho products, such as Zoho CRM, Zoho SalesIQ, and Zoho Projects. This makes it easier for businesses to have a comprehensive solution that streamlines their sales, marketing, and support operations.Another advantage of Zoho Desk is its affordable pricing. Zoho Desk offers a range of pricing plans that are affordable and scalable for businesses of all sizes. In fact, its pricing is often more competitive than other help desk software solutions in the market, making it an excellent value for businesses looking to streamline their customer support operations.

Zoho Desk isn't a favourite option of mine, but it works.

Commentaires : Zoho Desk is a great tool with many features, it seems some features may need ironing out or better documenting but otherwise it is a very useful tool that could be extremely valuable to many businesses in all different industries and niches. It is perfect for anyone who just wants a simple email ticketing solution but for those wanting to use the help desk knowledgebase solutions you may want to set aside some time to fully understand how it works and how to best use it.

Avantages :

Zoho Desk offers a range of tools to make sure that customer success rates are high. Their self service options are empowering and wouldn't be possible without their awesome ticketing tools which allow for agents to identify regular questions and support individual customers in a per-user tailored way. Being able to receive tickets in many different ways is also a great feature enabling customers to contact us in many different ways and always get the same level of support from the same great knowledgeable team. The ability to send branded emails directly from Zoho Desk with correct SPF records to keep the email safe is also a great feature that I couldn't be without.

Inconvénients :

Unfortunately the creation and customisation of the help desk and the posts within it come across as difficult to create and maintain even from the perspective of someone working in computer software. It is unclear what features are available for this and how they should be used to create a perfect self-service help desk to enable customers to get help immediately and free up time for agents to answer more complex and user specific problems.

Alternatives envisagées : Freshdesk, HubSpot CRM et Zendesk Suite

Pourquoi passer à Zoho Desk : I was already a Zoho Mail user and it made sense to me to try to use all tools by the same company to keep everything more simple and make connecting two tools easier. This also meant less account creations and such.

A Comprehensive and Feature-Rich Help Desk Solution: Zoho Desk

Commentaires : Overall, Zoho Desk is a great help desk solution that is well worth the investment. It is packed with features that make managing customer support a breeze. It has great reporting and analytics tools to help us better understand our customers' needs.

Avantages :

Zoho Desk is an incredibly intuitive and user-friendly help desk solution that makes managing customer support incredibly easy. It's well organized and has a variety of features that allow us to customize our support operations. The reporting and analytics tools are incredibly helpful in understanding customer needs.

Inconvénients :

Zoho Desk can be a bit overwhelming with all of its features and options. It can be difficult to keep track of all the different tasks and settings. Additionally, some of the features can be a bit confusing to use.

A Good ITSM tool - Zoho Desk

Commentaires : It helps in managing assets inventory, ticketing. It increase team efficiency to work with better trackability and meeting of SLA.

Avantages :

Zoho is great ITSM tool. It helps us in manage Assets inventory, ticketing over cloud. It is easy to implement, automate and customizable. It have knowledge base, where you can manage your common IT issues related docs or policies and shared within the team. Reports and statistics are quite good related to others. Announcement feature is also good, where you can announce any IT related maintained or downtime to the organization.

Inconvénients :

Price is quite high. Zoho have some standard field names with specific values, which can't be deleted or renamed, you have to create again as per your requirement, which creates duplicity. Also there is delay in automated mail alerts.

Alternatives envisagées : GLPi et JIRA Service Management

Pourquoi passer à Zoho Desk : Its having good UI and also customizable as per your requirement to an great extent.

Zoho Desk makes troubleshooting and customer service easy

Commentaires : Zoho Desk is now being utilized by our customer success and professional developers, and has helped us keep track of all the questions and concerns raised by our existing clientele and respond to them as quickly as possible.

Avantages :

We've incorporated Zoho Desk into our web app so that our existing customers can submit issues detailing the issue they're having and including screenshots and a description of the process they went through to get there.

Inconvénients :

There is a critical lack of functionality in Zoho Desk due to the lack of a desktop application. The Recent tab's quick access icon might have been positioned more conveniently, perhaps in the main header menu as opposed to the footer.

Zoho for Customer management

Commentaires : Overall we are enjoying with the Zoho desk features. We have configured it with our internal IT department for resolving ticketing of internal employees.

Avantages :

Software is very user friendly, dashboard for ticketings is very useful and on the top of that support from zoho is also very good and prompt.

Inconvénients :

Desktop application is not available and to get started with zoho desk need lot of modification in the computer system.

Alternatives envisagées : Zendesk Suite

Pourquoi choisir Zoho Desk : Zoho desk has multiple options and low cost of operation and aslo handles lot of tickets.

Logiciel antérieur : Freshdesk et Zendesk Suite

Revolutionize Your Customer Support with Zoho Desk - A Game Changer in Help Desk Software

Commentaires : Overall, I highly recommend Zoho Desk to anyone looking for a comprehensive help desk solution. Whether you're a small business or a large enterprise, Zoho Desk has something to offer.

Avantages :

Zoho Desk is a fantastic help desk software that has everything you need to deliver top-notch customer support. It's user-friendly, intuitive and comes packed with a plethora of features that streamline support operations and make life easier for agents and customers alike.

Inconvénients :

The only downside to Zoho Desk is that it can be a bit overwhelming at first, with so many features to explore. However, once you get the hang of it, it's a breeze to use.

Zoho Desk is your mate when you are in a company

Commentaires : The features are great, support is great and value for money is really acceptable.

Avantages :

It is a turn-key solution to monitor your business and share knowledge. Its great.

Inconvénients :

Facing a bit of a problem with text editing when using Bold option as it is not working.

A Robust Help Desk Solution

Commentaires : Zoho Desk can be used by companies of all sizes to provide a comprehensive and efficient help desk solution. It can be used to create tickets and manage customer requests, store and share knowledge, set up automated workflows, generate reports, and more.

Avantages :

> Zoho Desk is an easy-to-use and comprehensive help desk solution.> It offers a comprehensive range of features, such as ticketing, knowledge base, customer portal, automation, reporting, and more.> It is highly customizable, allowing you to tailor the solution to your specific needs.> It integrates seamlessly with other Zoho products and third-party applications.

Inconvénients :

> The user interface can be a bit confusing for first-time users.

Fully ticketing and best helpdesk application system - Great Value for Great Features

Commentaires : Overall, I found the Zoho Desk user interface to be great. It's easy to navigate and create tickets, which saved me a lot of time and effort. I would highly recommend this product to anyone looking for a good ticketing system.

Avantages :

We were looking for a ticketing solution that could help us manage customer enquiries, document and collaborate communication, as well as track and resolve customer issues. Zoho Desk is the perfect solution for our customer success team. It's integration with other Zoho products such as Contacts and Calendar, has really streamlined how we interact with our customers. Zoho Desk has a huge list of features, making it very configurable to our specific business needs. The price is very competitive, making it an excellent value.

Inconvénients :

It can be frustrating when we can't find the right functionality or how to implement it, so it would be helpful if advanced features were more accessible or if there were tips on how to use them. However, sometimes companies choose to only make these available at higher pricing tiers.

Alternatives envisagées : Salesforce Service Cloud, Freshdesk et Zendesk Suite

Pourquoi passer à Zoho Desk : I chose Zoho desk over these alternative products because it has all the features a user needs to create a ticketing system, organize and prioritize service tickets, easily track all tasks, create tickets, and respond to them fast. Zoho Desk is flexible, user-friendly, and efficiently tracks customers' history of support tickets. Zoho Desk supports various integrations, such as Jira Software, Google Workspace, Trello, Zoho CRM, Microsoft Teams, Zapier, Zoho Assist, Zoho Sales, and Slack.

Zoho - One of the best ticket systems around

Commentaires : The initial setup was quick and easy, and since then it has been very smooth. The team enjoy using the software, the customers are feeling the benefit of the reliable ticket features.

Avantages :

The best bit about the software is that my team enjoy using it. It's user friendly, and visually appealing. The setup was also very pain free. Couple hours and we were ready to go.

Inconvénients :

We miss the FAQ's section of our previous helpdesk supplier. This is so handy and is really something that needs adding to Zoho.

Alternatives envisagées : Zendesk Suite

Pourquoi choisir Zoho Desk : Our contract had expired with our previous provider, and we felt we wanted a fresher change.

Logiciel antérieur : Freshdesk, NinjaOne et Zendesk Suite

Pourquoi passer à Zoho Desk : The price was a deciding factor, and the support offered.

Great on its own, OUTSTANDING when synced with Zoho CRM

Avantages :

The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing. It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk. Powerful automation features. Love the customer portal + knowledge base, we use it every day. Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.

Inconvénients :

Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

Alternatives envisagées : Freshdesk et Zendesk Suite

Pourquoi passer à Zoho Desk : The Zoho CRM integration. Other tools require you to pay for an expensive Salesforce account, but Zoho Desk came as part of the Zoho One suite. I couldn't be happier with it.

My office manager my secretary and my bodyguard

Commentaires : I give it the highest rate when it comes to all dimension above and whats not mention above I was in a different level before I start using the whole desk so I’m highly recommending it to others and I really can count on it

Avantages :

I haven’t find any other service provider in this field that can give you this privacy and security do your work ideas financial statements bla bla bla… ZOHO Legend

Inconvénients :

No list with Zoho is the 99% secure and privacy service provide

It helps improve the level and quality of support provided to clients.

Commentaires : In short, Zoho Desk has enabled us to raise the level of the service center for assistance provided to our customers, and indeed, the response time has improved, and the distribution of tasks to team members has become easier. In addition to that, Zoho Desk has enabled us to better measure the extent of customer satisfaction with the services provided.

Avantages :

Zoho Desk enables us to efficiently provide support services to our customers, no matter how many products we offer so that we ensure that our customers get a unique experience and provide them with complete transparency through which they can follow up on their requests at all stages. I love the fact that automation with Zoho Desk enables us to provide optimal support to our customers, as we are able to create tickets and distribute them automatically to the appropriate departments to respond to them. I also like how Zoho Desk can be customized to receive calls, emails, SMS, and also through social media, and how the autoresponder can be customized to answer and direct customers and also provide them with a reference number for their ticket so they can follow it. The logs provided by Zoho Desk provide a complete summary of all inquiries received from customers and their times, so we can know their status and also measure the speed of response through them. I also like the fact that Zoho Desk enables us to identify shortcomings in our answering services so that we can make improvements to them. The control panel provides us with sufficient information for each member of the team, including tickets that he must answer, and through chatting, he can ask for help from colleagues, as well as communicate with the customer to request any inquiries.

Inconvénients :

I think that Zoho Desk, despite the great services it helps us with, needs more improvements, as well as more automation of functions, so that we can better control the service robot, so that it can provide more services to customers so that it shortens their time, and the alert system must be improved so that It sends alerts according to the priority or importance of the request.