Seamless multichannel support
Centralize customer queries from multiple channels, like email and social media. Create automated workflows to get all requests into your helpdesk as tickets, so support teams can easily respond and resolve them.
Real-time customer insights
Create workflows, so that when certain tickets containing valuable insights are flagged in your helpdesk, they're sent straight to other apps, leading to a well-maintained repository of important customer insights.
Contextual support
Leverage automation to deliver personalized support solutions tailored to each customer's unique history. Always ensure that you get the right context by pulling in data from multiple platforms for effective resolution.
Automate critical customer support operations using Zoho Flow
- Ticket management
- Customer support operations
- Customer communication
- Process optimization
Ticket management
Priority management
Tag incoming support tickets based on issue severity, customer status, or custom solutions to ensure these high-priority tickets are addressed promptly.
Seamless escalations
Create workflows to escalate tickets due to prolonged resolution times, custom implementations, or customer dissatisfaction. Ensure escalations are properly set up, so that critical issues are resolved at the earliest.
Ticket assignment
Create workflows that automatically assign incoming support tickets to the right people based on region, subject, or other custom criteria. Make sure tickets are always handled by the right people for effective resolution and customer satisfaction.
Customer support operations
Flag FAQs for your knowledge base
A regularly updated knowledge base ensures speedy resolutions for frequently asked questions. Create workflows so that questions, when tagged by support, are automatically added to the content team’s to-do list.
Cross-platform integrations
Connect your helpdesk and other customer support apps with your CRM, billing, or inventory management solutions. This facilities seamless data flow between multiple apps, reducing manual work and streamlining operations.
Deliver alerts for escalations
Escalations need to be addressed on priority and are often time-sensitive. Schedule automatic notifications whenever someone is assigned tickets.
Customer communication
Deliver automatic notifications
Keep the customer updated regarding ticket updates, resolution status, and other actions required for tickets needing extensive troubleshooting. Ensure key acknowledgements and notifications are always delivered at the right time.
Schedule follow-ups
Create workflows to automatically update your scheduling app for recently resolved or ongoing issues. Schedule it once on your calendar and never miss out on important customer interactions.
Trigger feedback requests
Make collecting customer insights a part of your customer support process. Prompt customers for feedback regarding the support they received, as well as your product or service, after every successful resolution.
Process optimization
Optimize resource allocation
Create workflows that check your team’s calendar before assigning troubleshooting tickets to ensure there are no scheduling conflicts.
Get advanced analytics
Pull key metrics from your helpdesk to your analytics app to understand customer insights and review team productivity. Get automatic reports delivered to your inbox at specified intervals.
Route customer insights to the right departments
When a customer reaches out with specific feedback or requirements, make sure it's routed to the right team. Set this up by creating workflows between your helpdesk and internal communication and task management tools.
Discover how Master Liveaboards used Zoho Flow to automate their feedback process
Read case study"With Zoho Flow, we've transformed our feedback process. Automating the creation of tickets in Zoho Desk based on responses from our feedback forms has significantly improved our customer support. The integration with Google Sheets and Zoho Campaigns has also streamlined our communication and marketing efforts. "
Toto
Technical Engineer, Master Liveaboards
Connect your customer support apps with Zoho Flow
Onboard all your customer support team members to Zoho Flow, so they can connect the apps they use every day and automate specific workflows.
Explore by apps- Unlocking seamless connectivity within the Zoho ecosystem
- Bridging the gap between Zoho and external platforms
- Adopting the Zoho suite of apps with confidence