Home Tech Zoho’s CRX Platform Zoho Desk Introduces Blended Conversations for Exceptional Support

Zoho’s CRX Platform Zoho Desk Introduces Blended Conversations for Exceptional Support

by James Musoba
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Zoho Desk, a Zoho-owned customer service platform has achieved 55% year-over-year revenue growth for the past five years in Kenya and 45% globally, in a move that will see it help customer service teams evolve with the changing needs of customers and meet heightened business expectations.

The platform now serves more than 100K businesses around the world and has witnessed a phenomenal adoption across the MEA region, achieving 580% CAGR over the past five years and launched new capabilities in Blended Conversations.

According to Veerakumar Natarajan, Country Head, Zoho Kenya, “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.”

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 (CX). 

Blended Conversations for Zoho Desk allows customer service agents to deliver the best experience in the moment by delegating the majority of manual and transactional tasks to bots, while remaining in control of the overall service experience. Zoho Desk allows brands to scale their conversational service experiences through higher agent productivity without compromising on the quality of CX.

This experience is a culmination of Zoho’s Instant Messaging (IM) Framework and Guided Conversations, a low-code builder for self-service experiences. The IM Framework allows organizations to integrate any messaging service they use with Zoho Desk, and comes pre-integrated with services like WhatsApp, Telegram, Line, WeChat, Messenger, and Instagram. Guided Conversations for Zoho Desk allows business users to build powerful self-service flows that are useful throughout the customer journey, and help customers quickly and securely manage their relationship with the organization. It offers service teams tighter collaboration and integration with other Zoho marketing apps at no extra cost, including Zoho’s CX Platform and Zoho CRM Plus, for example.

Zoho also announced a technological overhaul of the user interface to include options to support: cognitive and dyslexia challenges; visual impairments including astigmatism; animation reduction for those with seizure disorders; customization capabilities for colour-blindness. This is the company’s biggest step towards improving digital accessibility to date.

Zoho Desk’s integrated omni channel approach supports entire service teams to connect with customers and with one another. On the business side, it enables high-quality consistency and reliability. Customers, in turn, have better overall end-to-end experiences with the brand, which ultimately drives loyalty and trust.

Zoho Desk starts at KES 960 user/month (billed annually) for the Standard Edition and goes up to KES 2800 user/month (billed annually) for the Enterprise Edition. A new pricing tier called the Express Edition priced at KES 560 user/month (billed annually) is also available, to help startups and small businesses leapfrog into a customer service platform instead of using spreadsheets and email clients to serve customers. 

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