Zoho Desk

Zoho Desk

Le premier logiciel helpdesk sensible au contexte du secteur d'activité

4.5/5 (1572 avis)

Zoho Desk - Présentation

Zoho Desk améliore la productivité des agents, l'efficacité des gestionnaires et l'autonomie des clients. Il s'agit d'un outil personnalisable, pratique à utiliser et abordable. Zoho Desk est intégré à la puissante suite incluant 30 logiciels métiers de gestion de Zoho. Il vous permet pouvoir de mettre le service client au cœur de votre entreprise.

Sauver le monde d'un service client médiocre !


Mettez le service client au cœur de votre entreprise.
Zoho Desk est le premier logiciel helpdesk sensible au contexte qui aide les entreprises à donner la priorité au client.

Clôturer les cas d'assistance. Ouvrez les portes du bonheur.
Zoho Desk offre à votre équipe les meilleurs outils pour aider les clients tout en automatisant les tâches fréquentes qui, autrement, prendraient un temps précieux.

N'improvisez pas. Améliorez.
Avec Zoho Desk, identifiez les tendances et schémas pertinents dans les efforts de votre équipe, apportez des améliorations et encouragez de meilleures performances.

Une entreprise. Une équipe.
Zoho Desk aide à rassembler les employés de tous les départements pour offrir aux clients une expérience de service client véritablement unifiée.

La commodité est le mot-clé.
Lorsque les clients veulent communiquer avec vous, soyez disponible pour eux sur divers canaux : e-mail, téléphone, conversation en ligne, réseaux sociaux et plus encore.

L'auto-assistance est la meilleure aide.
Dotez les clients d'outils afin qu'ils puissent trouver eux-mêmes les réponses à leurs questions et aider leurs pairs dans un véritable esprit communautaire.

Un service d'assistance, vraiment fait pour vous.
Zoho Desk comprend le caractère unique de votre entreprise et vous permet de personnaliser le service de manière significative et de l'intégrer à d'autres applications.

Synchronisez les contacts et les utilisateurs.
Ajoutez des contacts professionnels à Zoho Desk à partir de Google Contacts. Restez connecté à chaque contact en les synchronisant avec Google.

Prix

À partir de
12,00 $US/mois
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Canada, Chine, Europe et 5 autres, Inde, Amérique latine, Afrique et Moyen-Orient, Royaume-Uni, États-Unis

Langues

chinois (simplifié), anglais, français, allemand, japonais, espagnol

Zoho Desk - Avis

Note globale
4.5/5
93% d'avis positifs
921
Excellent
543
Très bien
92
Moyen
11
Médiocre
5
Horrible
Utilisateur vérifié
Traduire avec Google Translate

Awesome Software

Logiciel utilisé toutes les semaines pendant 1 à 5 mois
Publié le 22/07/2018
Provenance de l'avis : GetApp

Avantages

Magnificent Software. Simplicity is under the most favorable conditions . The effortlessness to designing the product. Awesome method for working at the interface. Following of the ticket and the acceleration framework enables the organization to track and deal with the client issues on time .

Zoho Desk is a help work area stage that enables organizations to convey top quality client support to their customers with instruments that expansion operator profitability and examination and reports that empower supervisors to discover enter issues in specialist exhibitions so they can enhance their administration also settle on keen business choices. Clients can likewise profit by Zoho Desk as the product enables them to discover convenient and important help without going too far.

With Zoho Desk, organizations furnish their help groups with the best devices, various help channels, and assignment computerization so they can convey brisk and responsive help to their customers. This assistance work area stage assembles representatives from different divisions and engage them to give their clients an extremely brought together client benefit involvement.

This administration totally supplanted the method of association with email, telephone calls, visits, informal communication stages on a solitary stage. This totally disentangles the way toward getting a demand for client bolster, due to this we have turned out to be speedier to serve our clients. What's more, clients can gather tickets in their local dialects, since such an open door is available. Incorporation Zoho Desk with Zoho CRM was a standout amongst other things that we finished for the current year. Reconciliation was speedy and effortlessly. Two administrations are just made for each other and have great reconciliation. The help group is basically incredible. Much obliged to all the folks who helped us with incorporation and did everything in the most brief conceivable time. Coincidentally, they are neighborly and active - it's pleasant to manage the expert.

Inconvénients

Being quite a while client ,I haven't had any genuine doubts with Zoho Desk. Still couple of isssues are here . Ticket can't be copied, dynamic fields are not made yet so you can not discrete or shroud fields relying upon the specialist/ticket needs.

We have not exactly made sense of how to sort everything like we were in our old framework. It is awesome to rearrange arranging capacities to evacuate spam. It would likewise be decent if the designers included programmed arranging of spam. A few associates grumbled that the interpretation into different dialects isn't great. We utilize the English form, so we don't have such issues.

There are a couple of things around detailing that still need taking a shot at, my primary complain being 'business hours'. You can set up business hours (the long periods of the day/week you're open as a business) anyway when you attempt and report in view of this control, it doesn't work… So we have a report for normal and aggregate reaction times however it incorporates over-night and end of the week's into these numbers influencing it to seem as though we are extremely moderate at reacting!

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Peter F.
Traduire avec Google Translate

Great on its own, OUTSTANDING when synced with Zoho CRM

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 23/07/2019
Provenance de l'avis : Capterra

Avantages

The integration with Zoho CRM is game-changing. It's so simple to set up and gives our Sales + Customer Service teams complete transparency into what the other is doing.

It's really intuitive — of all the Zoho apps, Desk is the best for ease-of-use and straightforward UI. I like it even more than Zendesk.

Powerful automation features.

Love the customer portal + knowledge base, we use it every day.

Nice little features like snippets or copy-pasting knowledge base articles mean that ticket response is a breeze.

Inconvénients

Sometimes some of the default email templates can be a little bit funky, but that was an easy fix.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Neha T.
Traduire avec Google Translate

Excellent CRM software with clean interface

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 19/06/2018
Provenance de l'avis : GetApp

Avantages

What I like the most is that it really is very intuitive and easy to use. It helps to control the tracking of every ticket in a easy way. Also one can import its customers without any problem. It has many other tools that can be useful regardless the item which company is using on day to day basis. It can start a live chat with the user and can go straight creating a ticket from this internment. Ticket tracking and escalation matrix enables company to track and manages customer complaints on time.

Inconvénients

This doesn’t come in language other than English, making a little more complicated. Tickets generated cannot be duplicated. Information cannot be customized/ sorted on multiple parameters It does not allow modifying the name of the company in the structure, after it has been created, which does not allow modifying the name of the same in the configuration of the emails.
It does not allow to place field to attach files in the advanced web form.
It does not allow adding or deleting fields in the response widget, they remain the same predefined for all cases.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Joel B.
Traduire avec Google Translate

Basic but functional

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 14/11/2018
Provenance de l'avis : Capterra

Aside from a few odd issues (mentioned previously) Zoho Desk does its job well. I wouldn't call the software outstanding by any means, but it doesn't get in the way of my job.

Avantages

Important functions are where they need to be, and not hidden beneath submenus of submenus. The site is responsive, and I haven't encountered any major bugs.

Inconvénients

Zoho Desk acts normal when a user submits a ticket via email, but when I have to make one myself it starts acting somewhat strange. First, you need a contact assigned to the ticket. Reasonable enough, but the contact list is always empty. However, entering the user's email address will produce a prompt stating that there's already a contact with that address. Auto-filling a user's info this way is (as far as I know) the only way to properly assign a ticket to a user in Zoho Desk.

Once the ticket's created, there's no way to tell if it was made by the help desk or if it was submitted by the user. Since most of our tickets are submitted, this can result in some confusion when I have to make one myself and my co-worker assumes that the user wrote it.

Lastly, settings can be a bit confusing to navigate. I don't have to use them often, but it takes some feeling around to find what I need.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit

7.0/10
Leonard J.
Traduire avec Google Translate

Easy to use, but not enough features

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 03/07/2018
Provenance de l'avis : GetApp

Avantages

Zoho Help desk is easy to use and it has a nice search feature for going through your tickets. You're able to see other employees looking at your tickets and you're able to make comments on the fly. Its very basic and you can create different ticket systems for your clients as well. I found that Zoho was the easiest help desk service I have used to date. I would also like to add that Vault is a great password feature if you use Help Desk. They work with each other very well.

Inconvénients

There are not a lot of features with Help Desk except creating tickets. Zoho has a plethora of options and apps available, but you'll have to use these services independently of the other. You aren't combining your time spent, your deducted hours spent on a project, and you can't classify something under a particular client unless you make an entire section for that client. I find it hard to manage if you have more than 20 different clients because it sums everything together. Its easy to use if you're company is smaller.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

7.0/10

Zoho Desk - Prix

À partir de
12,00 $US/mois
Types de licence
version d'essai gratuite
Gratuit
Abonnement
Rapport qualité-prix

Zoho Desk - Fonctionnalités

  • API
  • Base de connaissances
  • Chat
  • Communication multicanal
  • Enquêtes et feedback
  • Gestion des billets
  • Gestion des flux de travail
  • Historique des contacts
  • Hiérarchisation
  • Intégration CRM
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Surveillance en temps réel
  • Tableau de bord d'activités

Zoho Desk - FAQ

Voici quelques-unes des questions fréquentes sur Zoho Desk.

Q. Quels sont les types de licence disponibles pour Zoho Desk ?

Types de licences disponibles pour Zoho Desk :

À partir de: 12,00 $US/mois

Type de licence: Gratuit, Abonnement

version d'essai gratuite: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Zoho Desk ?

Nous n'avons pas d'informations sur les fonctionnalités de Zoho Desk.

Q. Qui utilise Zoho Desk ?

Utilisateurs habituels du logiciel Zoho Desk :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, PME

Q. Dans quelles langues Zoho Desk est-il disponible ?

Langues dans lesquelles Zoho Desk est disponible :

chinois (simplifié), anglais, français, allemand, japonais, espagnol

Q. Quels sont les types de licence disponibles pour Zoho Desk ?

Types de licences disponibles pour Zoho Desk:

Gratuit, Abonnement

Q. Zoho Desk prend-il en charge les appareils mobiles ?

Appareils pris en charge par Zoho Desk :

Android, iPhone, iPad

Q. Avec quelles applications Zoho Desk peut-il s'intégrer ?

Applications s'intégrant à Zoho Desk :

Customer Thermometer, Workato, Zoho Analytics, Zoho CRM, Zoho Cliq, Zoho Creator, Zoho Flow, Zoho Forms, Zoho Projects, Zoho SalesIQ

Q. Quelles sont les ressources d'aide disponibles pour Zoho Desk ?

Ressources d'aide disponibles pour Zoho Desk :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo

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