In Partnership With SelectHub
What is Zoho Desk?
Zoho Desk's knowledge management software is known for the built-in setup of a customizable multi-brand help center and a multi-lingual Knowledge Base. It serves as a platform to manage and share knowledge online in a way that is beneficial for both customers and businesses.
Company Details
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In Partnership With SelectHub
Zoho Desk Ratings
Real user data aggregated to summarize the product performance and customer experience.
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90 Likeliness to Recommend
99 Plan to Renew
85 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+94 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Zoho Desk?
Pros
- Reliable
- Trustworthy
- Client Friendly Policies
- Fair
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Customer Service Workflow Management
Customer Community Management
Intelligent Search
Customer Service Knowledge Management
Multi Channel Support
Analytics and Reporting
Contact Center Integration
Customer Self Service Capabilities
Mobile Customer Care
Vendor Capability Ratings
Quality of Features
Business Value Created
Breadth of Features
Usability and Intuitiveness
Product Strategy and Rate of Improvement
Ease of Implementation
Ease of Data Integration
Ease of Customization
Ease of IT Administration
Availability and Quality of Training
Vendor Support
Also Featured in...
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People and the Story: The all-new Zoho Desk
Zoho Desk Reviews
Jack M.
- Role: Human Resources
- Industry: Energy
- Involvement: End User of Application
Submitted Mar 2021
The best customer service solution
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
This customer service tool is distinguished from other similar software by the scope it has in each of its functionalities. Since it is very complete in the way in which customer problems can be addressed, such as: chat and messaging, interactive content, multichannel communication and among other characteristics that make it stand out.
What is your favorite aspect of this product?
Among the aspects that I like the most about this customer service tool is that it allows me to do my job comfortably with the wide range of functionalities that it has and among the ones that I use the most are the following • Live chat • Multichannel communication • Share screen • Communications panel • Assignment management
What do you dislike most about this product?
It is a fairly complete tool and learning how to use each functionality can take some time. For this reason, it is important at the beginning of its use only to limit yourself to the functionalities you need and learn step by step until you have the necessary knowledge to use all functionalities.
What recommendations would you give to someone considering this product?
This service is a great way to build strong customer relationships and troubleshoot issues, so I would recommend any product that comes from the Zoho company.
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Please tell us why you think this review should be flagged.
Ramon V.
- Role: C-Level
- Industry: Food and Beverage
- Involvement: IT Leader or Manager
Submitted Mar 2021
Extremely easy to implement and works great!
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
It is all cloud based and it has many other modules that are useful. This means you could start with desk like I did and after add more functionality. It also has an app that the service techs can use to update the service tickets.
What is your favorite aspect of this product?
It was so easy to implement that I did it myself in a couple of hours.
What do you dislike most about this product?
There is nothing I dislike.
What recommendations would you give to someone considering this product?
If you are looking for an affordable, easy to use, desk solution that is also cloud based then look no further.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Please tell us why you think this review should be flagged.
Taufik R.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Dec 2020
Follow up and formalize with consumers.
Likeliness to Recommend
What differentiates Zoho Desk from other similar products?
Zoho Desk is facilitating the work and acting on the difficulties of customer service and internal processes of the company in such a way that: it promotes the option of being adjusted to the requirements of the clients, facilitates the vigilance and particularized consideration of part of the teams of work for each consumer, perfects and progresses the performance and usefulness of the organization, prevents the duality of activities, provides a way to mechanize tasks, favors the storage and organization of customer information.
What is your favorite aspect of this product?
I like Zoho Desk because I find it practical to use it in the cloud, SaaS, web, and on iOS mobiles and Android, it is useful to work with work teams to verify and address recurring problems, corresponding assignments, tasks, or other Incidence of attention to consumers, it is a wonderful option to process tickets requesting help from a data center focused on the client, allows the consignment of tickets for clients in a way that facilitates interactions with them, it is great to accommodate or arrange tickets according to different priorities and order.
What do you dislike most about this product?
Sometimes the interface is slow, perhaps this is related to the capacity of the internet.
What recommendations would you give to someone considering this product?
I recommend Zoho Desk for the following reasons: although it is a platform focused on customer care, it facilitates interactions and the development of activities inside and outside the company, it allows to accommodate and increase tasks considering the stipulated tickets and the activities to be executed.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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