One of our recent projects involved helping a client who had no centralized support process or procedure. The client relied on a few people who managed different mailboxes in outlook to handle customer inquiries. This was becoming inefficient and ineffective as their company grew and faced more support challenges. At the time, the client also lacked the ability to easily track and report on support metrics, complaints, and share knowledge; relying on the support employees to keep track of things manually.

We worked with the client to design and implement a centralized customer support process using Zoho Desk and Microsoft 365. We automated the entire process so that all incoming emails are parsed and tagged, converted into tickets, and assigned to the appropriate department and agent. We also implemented a knowledge base that allows the support agents to access and share relevant knowledge articles when resolving tickets, directly in the support desk software. Support agents can create their own articles for review and sharing internally which grows their organizational knowledge organically.

Zoho Desk was then integrated with their CRM so that all customer interactions and purchases could be seen from a single spot, so sales teams would know if VIP’s had open questions or issues before reaching out. The client executives now have visibility on the volume and communications of their customer support team, and are set up to scale their operations while providing superior customer support.