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Emails, calls, chats and WhatsApp messages become tickets with an owner, a priority and a deadline. Your team sees the customer’s full history, and managers see where service is slipping before customers complain.
Email, phone, web chat and WhatsApp in one queue.
Response and resolution targets, with escalation when they are at risk.
Orders, contracts, past tickets and assets visible on every ticket.
Answers to common questions for agents and for customers.
Tickets that need a site visit passed straight to field technicians.
Volumes, response times and satisfaction by team and channel.
The customer gets in touch on any channel and a ticket is created.
The ticket goes to the right team based on type and priority.
The agent works the issue with full customer history to hand.
The customer confirms, and recurring issues are flagged for fixing.
Bookings from WhatsApp, crew rosters in spreadsheets and laundry tracked on paper now run on one operations platform built on Zoho Creator.
Where we deliver this, and the services that usually go with it.
Yes, with a connected cloud telephony provider. Calls are logged against the customer and can create tickets.
Yes. A customer portal shows open tickets and their status.
Yes. SLAs can differ by contract, customer tier or ticket type.
Yes. Service and sales share the same customer record in Zoho and Dynamics 365.
