"Don't dwell on what went wrong. Instead, focus on what to do next. Spend your energies on moving forward toward finding the answer."
– Denis Waitley
Introduction
The way businesses are run today has changed drastically due to the introduction of new technologies and the digital space.There was a time when customers and businesses had limited interactions but in the digital age customers are given the option to interact with the businesses.
Zoho suite of products will help businesses move on to the digital space they are looking for.Zoho will act as a one-stop shop for any function across your business.
Use Case
Let us say you are an Insurance service provider. You let customers login to your customer portal and register themselves.
Once the customer is registered they will be able to select the policy and pay for it. During the process, if the customer is stuck or has difficulty in the process they will need assistance.
This is where technologies like Live chat, Raise a ticket or calling directly to a customer support executive will be needed.
Imagine the customer has certain doubts about the policy and would like to chat with an agent using the live chat option.The live chat can be made available at the bottom right corner of the page so that the customer will be able to chat with an agent.This chat can also be done using a chatbot when the agent is not available or busy with another client.
If the customer wants to raise an issue via email they will be able to do it via a self-service form with the details of the issue and submit. The submitted data will be generated as a ticket which is either assigned to an agent who works with the customer until the issue is solved.
If the customer wants to speak to a support person directly, there is an option in the live chat to make an online call directly with a support person to make it interactive and help in speedy resolution.
Solutions Using Zoho Products
The digital process of on-boarding a customer via the customer portal and letting them choose a service and giving them the best customer service and support can be done using a suite of products which expose their API for integration.
For the specific use case here, below Zoho products are considered:
1.Zoho Creator can take care of the front end of the app interaction with the customer as well as the onboarding of the customer to the application. The app is also mobile/tab/web friendly so that the user can work on the move without any issues.
2.Zoho SalesIQ can take care of the live chat option through with the customer will also be able to call the support person directly. The ChatBot option enables the customer to submit queries which will be answered by a bot when the agents are offline or busy.
3.Zoho Desk will take care of generating tickets raised by the customer which are either submitted in a form or sent by email.
Conclusion