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The best customer service tool.
April 13, 2021

The best customer service tool.

Jack Mattheus | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho Desk

• We currently use the Zoho Desk tool to provide customer support and help them develop stronger relationships with our services and products. And in this way improve the response rate towards problems or concerns that our clients may have within our platform.

• This customer service tool is currently implemented in two of our departments. In the Marketing and Human Resources sector.

• Communication has improved significantly. Facilitating our work to help and advise those who have problems or doubts about our services and products. We have also noticed an increase of at least 10% in new clients requesting our services, and it is all because we have improved the response time to their concerns.
  • One of the most useful features that this tool has. Is that it allows us to address the problems of users according to the type of problem they have and assign them a categorization. For example Urgent, normal, standard.
  • Another very useful feature that this tool has. Is that it allows us to visualize in a panel what are the unresolved activities or problems and thus any authorized active member can follow up and solve the problem.
  • It would be very useful to have the drag and drop functionality when we are running some problem tracking tool.
  • I would also like to see that the functionality of being able to receive and send voice memos has been implemented. This would be truly innovative.
  • We have noticed an increase. In the acquisition of our services and products since this tool allows us to develop a stronger bond with our clients and make them feel satisfied.
• In the acquisition of Zoho Desk I did not have the final decision but I have contributed as my analysis in the implementation. We decided to switch services since this tool is much more complete in terms of functionalities that help us to easily resolve and follow up on our customers' problems.

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

Yes

Are you happy with Zoho Desk's feature set?

Yes

Did Zoho Desk live up to sales and marketing promises?

Yes

Did implementation of Zoho Desk go as expected?

Yes

Would you buy Zoho Desk again?

Yes

• Despite being a great tool to provide customer service. I think it should be a little more intuitive to make it even easier to use. Since the learning margin to use all its features can take a while.
• Personally, I give them this score because they always respond on time and resolved any questions at the moment or during the day. They are always timely.
• A suitable scenario to use this tool It would be to use it for the purpose of providing advice or assistance to someone who needs information and guidance on what to do to acquire a service or product.

• A bad example of how to use this tool. It would be to do it for personal and unprofessional purposes.