Large corporations spend hundreds of thousands of dollars for software to organize their internal and external support organizations. Small offices rely on the memories and “sticky notes” of a few dedicated individuals. Zoho provides a system which can meet the needs of both in a web-based service. In addition to basic task or ticket management, Zoho offers features which add to the basic support mission.
Management reports provide insight into support activities and problems encountered. Contact tracking means that everyone from sales to the CEO can make sure that addressing issue histories doesn’t become a future sales challenge, whether the client is small or a major account.
Social media fans are noticing that sometimes when they post complaints, concerns and even compliments on Facebook, Twitter, and similar media, they’re getting direct, personal attention from the company involved. It makes a big impression when it happens, and often results in a positive word-of-mouth message for the responsive company. Zoho has ways to get “out there” in social media and get involved in an organized way. Zoho’s online system provides customer service software which they update and maintain. Their client companies create an account and just get to work. Zoho’s experience with their clients also results in improvements to the system which benefit everybody who uses it. Chances are, help desk and support organization managers who are asked to implement new ideas from corporate management such as social media involvement will find that it’s already done and ready to go.
