Get practical tips to improve your customer service strategy at Zoho CX Workshop.

Register now!
Skip to product menu
close
  • Sales
    Press Space or Enter to display list of options
EXPLORE ALL PRODUCTS

Sales

 
CRM

Comprehensive CRM platform for customer-facing teams.

CRM
 
Bigin

Simple CRM for small businesses moving from spreadsheets.

Bigin
 
Forms

Build online forms for every business need.

Forms
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Sign

Digital signature app for businesses.

Sign
 
RouteIQ

Comprehensive sales map visualization and optimal route planning solution.

RouteIQ
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Suites
CRM Plus

Unified platform to deliver top-notch customer experience.

CRM Plus

Marketing

 
Social

All-in-one social media management software.

Social
 
Campaigns

Create, send, and track targeted email campaigns that drive sales.

Campaigns
 
Forms

Build online forms for every business need.

Forms
 
Survey

Design surveys to reach and interact with your audience.

Survey
 
Sites

Online website builder with extensive customisation options.

Sites
 
PageSense

Website conversion optimization and personalisation platform.

PageSense
 
Backstage

End-to-end event management software.

Backstage
 
Webinar

Webinar platform for webcasting online webinars.

Webinar
 
Marketing Automation

All-in-one marketing automation software.

Marketing Automation
 
LandingPage

Smart landing page builder to increase conversion rates

LandingPage
 
Publish

Manage all your local business listings on a single platform.

Publish
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Sign

Digital signature app for businesses.

Sign
 
Thrive

Complete loyalty and affiliate management platform.

Thrive
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
NEW
LeadChain

Sync, manage, and convert leads across channels seamlessly.

LeadChain
 
NEW
CommunitySpaces

Online community platform for individuals and businesses to grow their network and brand.

CommunitySpaces
 
Suites
Marketing Plus

Unified marketing platform for marketing teams.

Marketing Plus

Commerce and POS

 
Commerce

eCommerce platform to manage and market your online store.

Commerce

Service

 
Desk

Helpdesk software to deliver great customer support.

Desk
 
Assist

Remote support and unattended remote access software.

Assist
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
FSM

End-to-end field service management platform for service businesses.

FSM
 
SalesIQ

Live chat app to engage and convert website visitors.

SalesIQ
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
Suites
Service Plus

Unified platform for customer service and support teams.

Service Plus

Finance

 
Books

Powerful accounting platform for growing businesses.

Books
 
FREE
Invoice

100% Free invoicing solution.

Invoice
 
Expense

Effortless expense reporting platform.

Expense
 
Inventory

Powerful stock management and inventory control software.

Inventory
 
Billing

End-to-end billing solution for your business.

Billing
 
Checkout

Collect payments online with custom branded pages.

Checkout
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Solo

The all-in-one toolkit for solopreneurs.

Solo
 
Practice

Practice management software for accounting firms.

Practice
 
Sign

Digital signature app for businesses.

Sign
 
Commerce

eCommerce platform to manage and market your online store.

Commerce
 
Suites
Finance Plus

All-in-one suite to manage your operations and finances.

Finance Plus

Email and Collaboration

 
Mail

Secure email service for teams of all sizes.

Mail
 
Meeting

Online meeting software for all your video conferencing & webinar needs.

Meeting
 
Writer

Word processor for focused writing and discussions.

Writer
 
Sheet

Spreadsheet software for collaborative teams.

Sheet
 
Show

Create, edit, and share slides with a sleek presentation app.

Show
 
Notebook

Beautiful home for all your notes.

Notebook
 
Cliq

Stay in touch with teams no matter where you are.

Cliq
 
Connect

Employee experience platform to communicate, engage, and build positive employee relations.

Connect
 
Bookings

Appointment scheduling app for consultations with customers.

Bookings
 
TeamInbox

Shared inboxes for teams.

TeamInbox
 
WorkDrive

Online file management for teams.

WorkDrive
 
Sign

Digital signature app for businesses.

Sign
 
Office Suite

Powerful collaborative work platform for teams.

Office Suite
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
Calendar

Online business calendar to manage events and schedule appointments.

Calendar
 
Learn

Knowledge and learning management platform.

Learn
 
Voice

Cloud Contact Center Software for businesses.

Voice
 
ToDo

Collaborative task management for individuals and teams.

ToDo
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
FREE
PDF Editor

Collaborative online PDF editing tool.

PDF Editor
 
Suites
Workplace

Application suite built to improve team productivity and collaboration.

Workplace

Human Resources

 
People

Organize, automate, and simplify your HR processes.

People
 
Recruit

Intuitive recruiting platform built to provide hiring solutions.

Recruit
 
Expense

Effortless expense reporting platform.

Expense
 
Workerly

Manage temporary staffing with an employee scheduling solution.

Workerly
 
NEW
Payroll

Payroll software with automated tax payments and filing.

Payroll
 
Shifts

Employee scheduling and time tracking app.

Shifts
 
Sign

Digital signature app for businesses.

Sign
 
Suites
People Plus

Comprehensive HR platform for seamless employee experiences.

People Plus

Security and IT Management

 
Creator

Build custom apps to simplify business processes.

Creator
 
Directory

Workforce identity and access management solution for cloud businesses.

Directory
 
FREE
OneAuth

Secure multi-factor authenticator (MFA) for all your online accounts.

OneAuth
 
Vault

Online password manager for teams.

Vault
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Toolkit

Complete resource for any admin-related lookup queries.

Toolkit
 
Lens

Interactive remote assistance software with augmented reality.

Lens
 
Assist

Remote support and unattended remote access software.

Assist
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA

BI and Analytics

 
Analytics

Modern self-service BI and analytics platform.

Analytics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep
 
NEW
IoT

Harnessing IoT analytics for real-time operational intelligence.

IoT

Project Management

 
Projects

Manage, track, and collaborate on projects with teams.

Projects
 
Sprints

Planning and tracking tool for scrum teams.

Sprints
 
BugTracker

Automatic bug tracking software for managing bugs.

BugTracker
 
Solo

The all-in-one toolkit for solopreneurs.

Solo

Developer Platforms

 
Creator

Build custom apps to simplify business processes.

Creator
 
Flow

Automate business workflows by creating smart integrations.

Flow
 
Catalyst

Pro-code platform to build and deploy your apps.

Catalyst
 
Office Integrator

Built in document editors for web apps.

Office Integrator
 
ZeptoMail

Secure and reliable transactional email sending service.

ZeptoMail
 
QEngine

Test automation software to build, manage, execute, and report testcases.

QEngine
 
Tables

Work management tool to connect people, processes, and information.

Tables
 
NEW
RPA

Automate manual, tedious, and repetitive tasks easily.

RPA
 
NEW
Apptics

Application analytics for all apps.

Apptics
 
Embedded BI

Embedded analytics and white label BI solutions, tailored for your needs.

Embedded BI
 
NEW
IoT

Build, deploy, and scale IoT solutions for connected businesses.

IoT
 
DataPrep

AI-powered data preparation service for your data-driven organization.

DataPrep

IoT

 
NEW
IoT

Low-code IoT platform and solutions for connected businesses.

IoT

Search Result

 
CRM Plus

Unified platform to deliver top-notch customer experience.

Try now
CRM Plus
 
Service Plus

Unified platform for customer service and support teams.

Try now
Service Plus
 
Finance Plus

All-in-one suite to manage your operations and finances.

Try now
Finance Plus
 
People Plus

Comprehensive HR platform for seamless employee experiences.

Try now
People Plus
 
Workplace

Application suite built to improve team productivity and collaboration.

Try now
Workplace
 
Marketing Plus

Unified marketing platform for marketing teams.

Try now
Marketing Plus
 
All-in-one suite

Zoho One

The Operating System for Business

Run your entire business on Zoho with our unified cloud software, designed to help you break down silos between departments and increase organizational efficiency.

TRY ZOHO ONE
Zoho One
Zoho Marketplace

With over 2000 ready-to-use extensions across 40+ categories, connect your favorite business tools with the Zoho products you already use.

EXPLORE MARKETPLACE
Marketplace
Skip to main content

Why prioritize self-service?

Today's customers are often tech savvy and well-informed. They enjoy the freedom of finding their own solutions, which in turn makes them feel empowered. According to a 2018 consumer behavior survey by Statista, most customers prefer to find solutions to simple questions on their own rather than talking to a support agent. This Do-it-Yourself approach has proven quite beneficial to organizations by:

Self Service Pie Chart Reducing call volumes Minimizing response time Increasing agent productivity Boosting customer morale and confidence

What self-service support channels
are available?

Knowledge base

A quick way to resolve common and simple problems is by providing relatable articles to guide the customer with the information necessary for finding a solution. The knowledge base enables agents and companies to reduce call-assisted service volumes significantly.

knowledge base, self-service channel, zoho desk

Chatbots

Sometimes, when a customer aims to find solutions on their own, they'll find the process too tedious. This is often the case if the instructions are too complex or the help articles are not updated and relevant. Customers may dismiss the process in the middle. Powered by artificial intelligence, chatbots make solving tickets faster and more convenient in the absence of a live support agent. They collect data and keywords from past interactions to anticipate when a customer needs help. This is one reason they have become an increasingly popular channel in the modern self-service segment.

Zoho Desk guided conversations response formats
Guided conversations automated chat Guided conversations email input Guided conversations select an option Guided conversations flow Guided conversations select an option Guided conversations flow Guided conversations ticket in Zoho Desk

Community forums

The credibility of a potential resolution may be in question when the customer is doing their own troubleshooting. This is easily remedied through community/online forums. Forums provide a platform that helps agents and customers interact about challenges, possible resolutions, and product details.

Community, self-service channel

Interactive voice recognition (IVR)

With the rapid increase in digitization, assisting customers through IVR is an easy alternative to a live phone call. The IVR channel enables a customer to interact with an automated representative that guides them through a series of self-help options to find a resolution.

IVR, self service channel

Why should you employ self-service
business intelligence?

Self-service analytics, also referred to as self-service business intelligence (BI), makes it easier to access, analyze, and share data across teams. A self-service analytics tool helps teams create and share data reports to democratize information.

Zoho Desk offers support teams and product owners the ability to view or create custom data reports for self-service channels, such as knowledge bases, community forums, and Zia. These reports help users understand their customers' requirements and requests in more depth, and easily analyze a channel's performance. Zoho Desk can be seamlessly integrated with Zoho Analytics for more in-depth insights.

Zia prediction Knowledge base dashboard Community dashboard
zia prediction

The right way to implement a Do-it-Yourself
self-service solution

Customer self-service portals have been in high demand for the past few years, and have been proven to be helpful in cutting down costs and improving agent productivity. But it is no easy task to ensure that the customer makes it all the way to the resolution step. Doubt and anxiety can kick in, preventing the customer from reaching the desired results. It is also a possibility that not all issues can be resolved through self-service. To increase the chances of a Do-it-Yourself resolution, and reap the many benefits of self-service platforms, self-service options should:

Provide tutorial videos or visuals for topics that need more in-depth explanation. Be updated and checked for relevance on a regular basis (This affects the credibility of your channel). Allow the freedom of personalization and help a brand collect and collaborate on data from different channels accordingly. Make customers feel confident that they can reach the resolution step without resorting to a live channel. Allow your brand to closely monitor all the community forums and FAQs to ensure appropriate recommendations are being made.Make it easy to access assistance through various channels. Be easy to locate and access.

Why Zoho Desk self-service is the right match for your business?

Self-service is the way forward, and at Zoho Desk, we believe in the many benefits it offers. Zoho Desk includes a wide range of features with its self-service support channel. The knowledge base, Zia, ticketing system, community forums, and Guided Conversations (a rule-based chatbot), ensure your self-service strategy is precise and effective. To encourage your customers to try self-service channels, we provide an easy-switch platform called ASAP. Meanwhile, read how 5paisa benefited by implementing Zoho Desk's self-service tools.

At the most fundamental level, Zoho Desk enables us to receive requests from our teams and help them in a timely manner. We love the ability to have a self-service portal where they can look up FAQs and find answers to common questions instantly.

Shoaib Qureshi

Head of Customer Service

Offer exceptional customer experiences with Zoho Desk.

Most frequently asked questions

Expand All
Who uses customer self-service software?

Customer self-service software is one of the best ways a business can empower its customers. Businesses of all sizes and types can implement self-service tools.

Customer service teams: Self-service software helps customer service teams strategically manage their workloads. With the help of a knowledge base portal or community self-service tools, customers can easily access simple solutions without relying on a customer support representative.

Sales and product managers: Self-service software can be beneficial for sales teams as well as product managers. Self-service analytics tools help these departments identify the major pain points and issues their customers are facing. Businesses/organizations can provide customer support with Zoho Desk's comprehensive self-service software tools, such as the knowledge base portal, Guided Conversations (a rule-based chatbot), community forums, and Zia (an AI chatbot).

How to buy self-service business intelligence software?

If you are looking for self-service business intelligence software, then you have arrived at the right page. Zoho Desk is comprehensive customer service software with a strong self-service component that helps businesses streamline their customer support processes to provide effective and reliable service to their customers. It's also affordable (starting at US$ 14/agent/month). For further details and pricing plans, please click here.

What are some customer self-service portal trends?

Customer service software leaders are always enhancing their self-service tools to meet the ever-evolving demands of consumers. Let's take a look at some popular self-service trends:

  • With the rising popularity of automation, artificial intelligence has gained a lot of momentum. Zoho Desk features, like Zia and Guided Conversations, help organizations streamline simple resolutions for customers. Support teams can formulate smart response flows with appropriate solutions based on previous response data to minimize the need for direct engagement. This leads to quick resolution times, reduced agent workloads, and increased cost efficiency.

  • Features like knowledge bases and community forums help businesses easily convey crucial information to their customers. Customers with basic questions about products/services can visit these pages for quick resolutions.

  • With Zoho Desk, businesses can easily embed self-service tools in their business websites in the form of a widget, browser extension, or mobile SDK. This one-stop destination approach for problem redressal helps businesses keep customers invested in the product.

Can we use Zoho Desk as employee self-service software?

Employee satisfaction contributes significantly to a positive work environment. It supports business growth, increased revenue, and reduced operational costs. Zoho Desk provides HR departments with a customizable solution to respond to employee needs efficiently. As the organization grows, the employee count often grows too. Zoho Desk's self-service software capabilities help reduce the workload on HR, regardless of company size, and minimize resolution times.

Self-service business intelligence examples with Zoho Desk:

Today, most customers want to minimize human interaction and receive quick solutions to a problem. This has led to increased demand for self-service tools. With the help of analytics and business intelligence tools, businesses can make informed and strategic decisions.

Zoho Desk offers self-service platforms with business intelligence tools to strengthen support agents. Organizations that wish to democratize their data can create dashboards for their knowledge base, community forums, and Zia (AI chatbot). This helps in spreading awareness of each channel's performance and increases the visibility of customer feedback.