Zoho Corporation has announced the launch of new tools for Zoho Desk, its anchor application in its customer service platform.
It stated that the new tools will help customer service teams evolve with the changing needs of customers and meet heightened business expectations. It said the Zoho Desk, which has achieved 45 per cent year-over-year revenue growth for the past five years in Nigeria and globally, now serves more than 100,000 businesses around the world.
The President MEA, Zoho Corp, Hyther Nizam, said, “During these challenging economic times, the best companies are doubling down on customer retention while simultaneously trying to do more with less.
“Great service experiences address this by forming the bedrock of sustainability through economic downturns. Blended Conversations in Zoho Desk addresses exactly this outcome by cleverly combining human and bot agents while also reducing friction, frustration, and costs-to-serve.”
In a statement, the firm added that new capabilities in Zoho Desk include Blended Conversations— a seamless combination of human-driven and bot-powered conversational service experiences— as well as several refinements to the user interface to make it simpler, faster, and more accessible to users with a wide spectrum of different needs.
“These additions enable customer service agents to improve engagement and deliver higher-value customer experiences. To help small and micro businesses transform their customer service operations by empowering them with an easy, and value-rich helpdesk solution at an affordable price point, Zoho Desk has launched an Express Edition.”