Zoho launches Blended Conversations in Zoho Desk. This new solution unifies customer service capabilities from both people and bots to deliver exceptional omnichannel support and quality agent interactions. With quick and easy deployment that requires no external collaboration, Zoho Desk enables businesses to scale their conversational service experiences with increased agent productivity without compromising CX (Customer Experience) quality. “Zoho Blended Conversations empowers agents to exceed expectations by putting powerful tools at their fingertips ranging from contextual customer data to meaningful Machine Learning tools to help streamline everyday processes,” said Liz Miller, Vice President and Principal Analyst. from Constellation Research.
Blended Conversations goes one step further by combining Zoho’s instant messaging (IM) services and Guided Conversations, a low-code tool for self-service experiences. The IM system allows businesses to integrate any messaging service they use with Zoho Desk, and comes pre-integrated with services like WhatsApp, Telegram, Line, WeChat, Messenger, and Instagram.
Blended Conversations: highly contextual and conversational customer service experiences
A technology overhaul of its user interface has also been announced to make it simpler, faster and more accessible to users with a wide spectrum of different needs, thus achieving one of the company’s biggest milestones in improving digital accessibility to date. Updates include support options for: cognitive and dyslexia issues visual impairments including astigmatism animation reduction for people with seizure disorders customization capabilities for color blindness
Zoho Desk starts at €14/user/month for the Standard Edition and goes up to €40/user/month for the Enterprise Edition. A new pricing line called Express Edition is also available at €7 user/month to help startups and small businesses make the leap to a customer service platform.