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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.

Customer service software for banks

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.

  • Omnichannel
  • Automation
  • Self-service
  • Integration
  • Analytics

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.

Zoho Desk's omnichannel console to offer easy and quick support
 Zoho Desk offers easy team collaborations to offer fast and efficient customer support by retail businesses
Zoho Desk's Business Messaging platform for real-time chat support
Zoho Desk's omnichannel console to offer easy and quick support
 Zoho Desk offers easy team collaborations to offer fast and efficient customer support by retail businesses
Zoho Desk's Business Messaging platform for real-time chat support

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.

Assign tickets to agents equally with Zoho Desk's round robin ticket assignment rule
Zoho Desk's workmodes allows agents to categorize their tickets based on status, CRM status, priority, and more
Blueprints by Zoho Desk defines work processes for uniformity
Assign rules to notify agents and customers of progress made on tickets
Assign tickets to agents equally with Zoho Desk's round robin ticket assignment rule
Zoho Desk's workmodes allows agents to categorize their tickets based on status, CRM status, priority, and more
Blueprints by Zoho Desk defines work processes for uniformity
Assign rules to notify agents and customers of progress made on tickets

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.

With Zoho Desk your support teams can setup a strong multilingual knowledge base articles for empowered customer self- service
Enhance your customer's self-service experience with Zoho Desk's embeddable and user-friendly help-center widget ASAP
Zoho Desk's AI chatbot Zia makes your customer service powerful and efficient
Zoho Desk's rule-based chatbot Guided conversations makes offering support quick and easy
With Zoho Desk your support teams can setup a strong multilingual knowledge base articles for empowered customer self- service
Enhance your customer's self-service experience with Zoho Desk's embeddable and user-friendly help-center widget ASAP
Zoho Desk's AI chatbot Zia makes your customer service powerful and efficient
Zoho Desk's rule-based chatbot Guided conversations makes offering support quick and easy

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.

With Zoho Desk, retail businesses can integrate with their business apps easily through the Zoho marketplace.
Zoho Desk integrates seamlessly with Zoho FSM syncing your field support teams with your customer support agents
With Zoho Desk, retail businesses can integrate with their business apps easily through the Zoho marketplace.
Zoho Desk integrates seamlessly with Zoho FSM syncing your field support teams with your customer support agents

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.

Zoho Desk's strong analytics help you track your support teams efficiency and quality of customer service easily

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.

Zoho Desk has made the biggest impact on our customer service department that we've ever had. I used to do a lot of different manuals and spreadsheets. Zoho Desk has taken all of that and put it in one place where the whole company can access that information anytime they want, get rid of all the duplicate spreadsheets. With this process in place, we cut our customer service time by almost half. Learn more

Jill Kelley
Customer service manager

Our team took six to eight hours to create the reports that speak of our performance. Now, we've automated the process with Zoho Analytics and integrated it with Zoho Desk. Now the technical support data has become a weekly or monthly collection activity. Every Friday, the whole company gets an email with all of our analytics and reports. It's pretty awesome. Learn more

Jason Yoffy
Director of Engineering

I like that when I am scrolling through tickets I don't have to click to get to the next page after each 50 tickets. The look is so much nicer also. Love it!!

Kristina Porter
Quality Supervisor

How everything is so integrated and centralized to allow a natural workflow. Multi access through desktop, laptop or mobile devices and direct dial capability through Ring Central makes this application so versatile.

Sandy Lirag
COO

Honestly, I was very skeptical about Zoho at the very beginning. I was disappointed by the SIMMS software, and I did not expect that Zoho would be SO different. Now, I can’t imagine running my business without Zoho Desk. Back in the day, I was the only person in the company who could make a price decision or approve a repair. Now, the micromanagement is gone. Who wouldn't be happy about that?" Learn more

Louis Castellano
CEO and Founder

Zoho Desk has made the biggest impact on our customer service department that we've ever had. I used to do a lot of different manuals and spreadsheets. Zoho Desk has taken all of that and put it in one place where the whole company can access that information anytime they want, get rid of all the duplicate spreadsheets. With this process in place, we cut our customer service time by almost half. Learn more

Jill Kelley
Customer service manager

Our team took six to eight hours to create the reports that speak of our performance. Now, we've automated the process with Zoho Analytics and integrated it with Zoho Desk. Now the technical support data has become a weekly or monthly collection activity. Every Friday, the whole company gets an email with all of our analytics and reports. It's pretty awesome. Learn more

Jason Yoffy
Director of Engineering

I like that when I am scrolling through tickets I don't have to click to get to the next page after each 50 tickets. The look is so much nicer also. Love it!!

Kristina Porter
Quality Supervisor

How everything is so integrated and centralized to allow a natural workflow. Multi access through desktop, laptop or mobile devices and direct dial capability through Ring Central makes this application so versatile.

Sandy Lirag
COO

Honestly, I was very skeptical about Zoho at the very beginning. I was disappointed by the SIMMS software, and I did not expect that Zoho would be SO different. Now, I can’t imagine running my business without Zoho Desk. Back in the day, I was the only person in the company who could make a price decision or approve a repair. Now, the micromanagement is gone. Who wouldn't be happy about that?" Learn more

Louis Castellano
CEO and Founder

Zoho Desk has made the biggest impact on our customer service department that we've ever had. I used to do a lot of different manuals and spreadsheets. Zoho Desk has taken all of that and put it in one place where the whole company can access that information anytime they want, get rid of all the duplicate spreadsheets. With this process in place, we cut our customer service time by almost half. Learn more

Jill Kelley
Customer service manager

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Frequently asked questions

Expand All
Can we customize the help desk interface to align with our brand's look and feel?

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.

Does the software offer automation capabilities for ticket routing and responses?

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.

Does the help desk software integrate with our existing CRM or e-commerce platforms?

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.

Can you assist with data migration from our existing system?

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.

How does Zoho Desk ensure the security of customer data?

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.

What analytics and reporting capabilities does Zoho Desk offer for retail operations?

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.

How does Zoho's help desk software empower customers to resolve issues on their own?

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.