Item: Zoho Assist
Rating: 10
Author: Verified User

Overall Satisfaction with Zoho Assist

Use Cases and Deployment Scope

We use Zoho Assist in coordination with Zoho Desk to support our customers in real time if deemed necessary after they've submitted a support ticket to access their machine and locate where the issue is and walk the customer through the resolution.

Pros and Cons

Pros

Viewing the customers machine in 'read/view only' mode
View and take control of the customers machine to determine the issue

Return on Investment

Zoho Assist has made much of the day to day support sessions run much smoother.

Usability

We have had no issues using Zoho Assist, the onboarding training is very straightforward and anyone with a Zoho license can access Zoho Assist.

Alternatives Considered

Zoho CRM Plus, Zoho Books, Zoho Inventory, Zoho Commerce, Zoho Sign, Zoho Desk, Zoho Bookings, Zoho Forms, Zoho Survey and Microsoft Teams

All of the products listed can be used as standalone products or like we do as a suite of products that help various teams and departments make the day to day operations run more smoothly and efficiently. The only non Zoho product that i currently use that is like Zoho Assist is Microsoft Teams, and while teams has many of the same features that Zoho Assist has it does not go into as much depth as Zoho Assist does as it is not meant for support, also the other party would need to have teams as well to establish a call whereas with Zoho Assist its just sending a link via email to the customer to open the support session.

Key Insights

Do you think Zoho Assist delivers good value for the price?

Yes

Are you happy with Zoho Assist's feature set?

Yes

Did Zoho Assist live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zoho Assist go as expected?

I wasn't involved with the implementation phase

Would you buy Zoho Assist again?

Yes

Other Software Used

Zoho Bookings, Zoho Survey, Zoho Sign

Likelihood to Recommend

We had a customer call with issues re-assigning a license to a new machine. After we were provided with the license serial number we were able to dis-associate the license with the current computer and then while watching the customer do the work we were able to walk them through exactly where they needed to go and direct them what they needed to select as various pop ups came onto their screen without them having to tell us every time a new option appeared.

Zoho Assist Feature Ratings

Comments

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Zoho Assist Allows us to Provide A+ Support technology