Grow your retail business with better customer happiness
Retailers need to communicate with customers across many touchpoints when offering a service/product.With Zoho Desk, they can access a single platform to streamline interactions with customers, manufacturers, and suppliers. It comes with a rich tool-kit making customer interactions easy, efficient, and fast.
Here's how you can benefit:
Offer a unified platform for your business teams and customers.
Streamline processes for consistent and efficient support.
Build a global network of loyal customers.
Tailor support to your customer's needs.
Scale and integrate your business operations with unified support.
Accelerate research and development with data-driven insights.
How Zoho Desk supports
customer service in retail
Offer simplified omnichannel support
Retail businesses receive a large volume of tickets requiring assistance across multiple platforms, such as email, live chat, social media messaging channels, and more. Zoho Desk offers an exceptional multi-channel system that collects and organizes customer interactions on a single platform. Zoho Desk also empowers agents with easy access to customer details, inventory, billing, and customer preferences; built-in tools to collaborate with other teams; and automated chat bots, enabling them to allocate time efficiently and resolve issues faster.
Automate your support experience
In the retail industry, businesses can receive high ticket inflows requiring timely and contextual assistance, especially around holidays or promotions. Dealing with exchanges, returns, and refunds involves detailed processes that require consistency. Zoho Desk is easy to implement and offers tools to organize your support system, with features such as workmodes, smart ticket assignment, ticket status notifications, SLAs, and automated workflows. This helps ensure your customer support is quick, effective, and consistent.
Empower customers with self-service tools
Most customers prefer solving problems on their own before reaching out to an agent for assistance. Businesses with strong self-service tools leave a great impression on customers, encouraging them to buy from the brand again. Zoho Desk provides businesses with an effective self-service tool kit including resources like multilingual knowledge base articles, community forums, low-code rule-based chatbots, and Zoho's Zia AI assistant. With growing business operations, Zoho Desk allows you to set up unique, customized, websiteembeddable help centers for each of your brands—and manage them from a unified interface.
Connect your business tools seamlessly
A retail business has multiple touchpoints, such as suppliers, manufacturers, and customers. Your customer support software helps you easily connect with all these platforms without the hassle of losing sight of important updates, promoting unhindered personalized support. Zoho Desk provides business with a wide range of apps on its marketplace that contribute to a seamless support experience. For example, businesses can integrate Zoho Desk with their CRM and allow agents to access customer details, purchases, and trends, helping them provide effective and relevant assistance. They can also benefit from bridging the gap between field support and support operations with Zoho Desk and Zoho FSM integration.
Leverage business insights
Customer support interactions are a valuable source of insights and feedback. Zoho Desk helps you gather these insights and offers detailed reports for better implementation. Support managers have access to built-in dashboards and reports to understand customer trends, happiness ratings, help-center activity, and your support team's performance; accessible on all systems; desktop, laptop, and mobile phones.
The Zoho Desk advantage
15%
increase in first
contact resolution.
50%
faster response
time.
14%
increase in
CSAT score.
48%
reduction in customer
churn rate.
Be ready to wow your consumers with
contextual support
Frequently asked questions
Zoho Desk offers businesses a fully customizable customer support platform that can match your branding and provide useful features, such as multi-department help centers,custom modules to store unique department-specific data, and much more. Zoho Desk also provides a sandbox environment for businesses to test new customer support enhancements for customization and automation processes before incorporating any updates into their operations.
Retail businesses often see a heavy inflow of tickets. Automation capabilities help reduce support workloads and operational costs. Zoho Desk offers workflows, service-level agreements, low-code automated chatbots, ticket assignment rules, notification rules, and much more. Automating tasks promotes quick, effective, and consistent support.
In the retail industry, brands have multiple touchpoints such as suppliers, vendors, and customers. With Zoho Desk, your support teams can easily integrate with all your business applications, Zoho or third-party, through its marketplace. These integrations (for example: connecting Desk with a CRM system) help agents gather useful information and offer personalized support to their customers without the hassle of switching between tabs.
Yes, with Zoho Desk, businesses can expect a smooth data migration process for free. Because customer support is a continuous activity, data migration can seem challenging. Zoho Desk can help you make the transition with minimal downtime and zero added costs.
Data security is a key factor in customer support. Zoho Desk believes good customer support is when the most vulnerable interactions are also the most secured interactions. It offers a strong set of security features, such as audit logs to track activity, field-level security to restrict the ability of different teams and users to view and edit data. Zoho Desk complies with GDPR, HIPAA, and CCPA to ensure compliance and confidentiality in customer support.
Repeat customers are crucial for the success of a retail business, and customer interactions are an essential source of feedback for making improvements. Owning customer support software such as Zoho Desk offers support managers a platform to collect systematically and organize customer interactions into data-driven visuals to track performance.
Zoho Desk offers built-in dashboards and reports, trending keyword searches, dashboards for self-service channels, customer happiness ratings, agent availability and performance metrics, and much more. These insights are also available on Zoho Desk's mobile app, Radar, ensuring customer support is continuously monitored.
When customers have a problem, they often begin their search for answers with any available self-service resources. Zoho Desk offers businesses a dependable self-service tool kit including a multi-lingual help-center that can be easily embedded on the brand's website, community forums, and low-code chatbot (Gudied conversations by Zoho Desk) for real-time assistance. Agents and support managers can benefit from the data-driven insights that these self-service channels provide within the system, ensuring support is efficient. Learn more about Zoho Desk self-service channels.