DSL Telecom - Blog #artificial intelligence

6 All-New Zoho CRM Features That You Should Know About

Tue, 02 Nov 2021 16:07:16 +0200

Zoho as a leading software provider, has always been well-renowned for their constant technological innovations to their new apps and improvements to their existing apps with frequent feature releases across their entire software suite. 2021 has been no exception.

Their latest releases come with multiple innovative ways to further examine your customer data, uncover even more interesting trends and more ways to evaluate team and individual performance, to name but a few.

Zoho CRM empowers a global network of over 150,000 businesses in over 180 countries. It helps businesses engage with customers, convert more leads, and grow their revenue by closing more deals

Here we showcase our favourite 6 just-launched Zoho CRM features:

Subscribe to CRM editions from the mobile ''in app purchases feature''

With the Zoho CRM mobile app, you can oversee your sales on the move.

Whether you're a sales rep making calls, a sales manager monitoring the sales pipeline, or a business owner nurturing your business, approach your workday efficiently with a state-of-the-art mobile CRM system.

Your mobile CRM app not only covers your CRM software requirements on the go but also helps boost mobile sales productivity with features like search, call, email, check-in, near-me, and notifications. With a highly fluid, interactive interface, offline access, and the ability to sync data across all your devices automatically, Zoho's mobile CRM is perfect for field sales.

You can now upgrade to the Standard, Professional and Enterprise editions from the app settings from your iOS mobile device. You can do so by following the steps demonstrated in the image below.

1. Go to your Zoho CRM app

2. Navigate to settings

3. Tap ''Upgrade''

Introducing Prediction Analytics from Zia

Zia can understand business metrics, analyse it and predict the possible outcome that can help in decision-making and preparing ones business for the future. To substantiate the prediction results, Zia shows the analytics that were taken into consideration to predict an outcome.

With Zoho's new prediction analytics feature from Zia, you can now understand the analytics that Zia took into consideration to predict an outcome and make informed decisions to change the Prediction configuration to achieve more accurate outcomes.

With Zia’s predictions, you never have to guess. Zia scores and sorts your records into different focus groups, so you know how to treat every record. Zia scores your records as a percentage, calculated using win-behavior, the related sales activities, the responsiveness of the lead or prospect, and the time invested. As these scores change, you also understand which sales activity has an impact on your prediction score.

Compare KPIs or targets in Zoho Motivator

Motivator for Zoho CRM inspires healthy, competitive sales by capturing the data from your CRM account to create a competitive environment for your sales team using sales activities. Motivate your team's sales performance via competition and gamification.

Evaluate team, individual, company or time-specific performance to know whether there is an increase or decrease in KPI performance or target parameters.

For example, the increase or decrease in trend can be viewed by comparing the previous month's or last day's data with that of the current month and present day respectively. Likewise, comparison can be drawn between the current and previous month's performance for a particular field.

Introducing Zone Analysis - a new Dashboard component

Zoho CRM has also introduced a new dashboard component called "Zone Analysis" to provide more detailed analytical insights of business data. Zone analysis distributes data into different zones which are created by taking the parameters in the X and Y axes into consideration. It makes understanding of data easier and make informed decisions.

Use Zone Analysis to understand the business data that requires more attention and those that are doing well with the help of comparative analysis between two parameters.

Zoho CRM offers many analytic tools that help users decode business data into simpler graphical forms that are easy to understand and can be shared with peers across the organisation. One of these tools is Zones, where data points are plotted on a graphical area to represent the most optimal to least optimal conditions in the form of zones.

In Zone Analysis, the darkest zone represents the best or the most optimal data point and the lightest zone indicates the least optimal data point.

Transform your CRM user experience using Canvas

Canvas is a no-code, drag-and-drop design studio built into Zoho CRM where you can create contextual, immersive experiences for your entire team.

Now you can redesign your CRM record detail page with this easy-to-use, drag-and-drop design studio that compliments your business, industry, culture and methods.

The Canvas detail page allows you customise the record detail page to your preference by letting you add background colour to each field, arrange them in a different order, use custom buttons instead of field names, use different font styles and a lot more. This view is available in all the modules, including the custom modules.

New metrics and charts in Webform Analytics

Web forms simplify the process of capturing visitors or users information from your website into your CRM system. They are designed to automate the importing of data from websites into Zoho CRM. Non-technical users find it easy to design and publish their own web forms.

Web forms are supported for Leads, Contacts, Cases and any other Custom CRM Modules that you have in your account.

Most of the time, organisations host multiple webpages that help them focus on a wider audience and generate more leads. It is also important to analyse the performance of each web form to understand if they are serving the desired purpose.

Web form analytics help you analyse the performance of the web forms by identifying how well the visitors interact with your web forms and what causes them to drop off.

The new metrics include:

The individual form analytics will display abandon rate in submissions and average time spent.
In the field-based analysis, metrics like: Time spent on fields, field correction rate, field drop rate and field filled order will be available.
Submission based on the device source will also be available

And there there you have it. DSL Telecom's top 6 Zoho CRM enhancements for 2021 so far. If you want to learn more about Zoho CRM and what it can do for your business, get in touch with one of our Zoho Specialists today and book your free Zoho CRM Software Demo.

Book Your Free Zoho CRM Demo

Make your Customer Service team extraordinary with AI in Zoho Desk

Fri, 09 Oct 2020 15:40:55 +0200

A typical day in the life of a customer support agent revolves around responding to questions, looking at bug reports, passing on customer feedback, helping sales teams with enquiries, and firefighting when things go south. Amidst all of this, it’s easy for the agent's productivity to slow down. And that’s an area of concern for most large and mid-sized organizations.

How can you improve every agent’s productivity?

The starting point for a lot of companies is to build a self-service culture; set up a knowledge base of frequently asked questions and help customers find answers without raising support tickets. This minimises the load on the service team who can now focus on resolving complex issues more efficiently. Training the service team to use filters and views to organise their tickets is the next step in increasing productivity. It helps the team prioritise their work and see only the tickets that matter to them. This is a point where teams start using smaller utilities like keyboard shortcuts and response templates to save even more time. But there’s a whole lot of things that AI can do to help agents focus on the most important tasks. Zia in Zoho Desk is built to do just that.

Zia is an AI-driven support assistant who makes your customer support team more effective through data mining and machine learning. She provides support agents with analyses, customer forecasting, alerts and suggestions through a pre-configured system of performance analysis and metrics.

Zia also constantly learns and improves.

The more data she has to go on, the smarter she gets. Some of her capabilities are predicting anomalies and trends, analyzing customer sentiments, offering solutions and more.

Zia is a context-aware candidate we've hired for your team. Powered by AI, she can perform crucial tasks like sentiment analysis and anomaly detection. She also doubles as a conversation assistant to help customers find solutions through ASAP, Zoho Desk's in-app customer support tool.

Claim Your Free Trial

6 Things that Zia can do for your Customer Service team:

1. Zia can talk.

Customers can speak or chat with Zia from your website or mobile apps. Zia processes customers questions and automatically answers them based on content in your knowledge base. Using a skill builder, Zia can also be trained to perform actions for customers like placing or editing an order.

2. Zia reads between the lines.

When you receive countless tickets on a day, it's not enough to reply “I understand how frustrating this can be.” Understanding whether a customer is happy or not is key to a good response that takes the conversation forward. What if you could figure out the temperament of the customer and accordingly plan your responses. Zia will help you do this.

3. ZIA plays tag.

Zia scans the content of every incoming customer response and categorises them into a positive, negative, or neutral tone and shows the keyword aspects that convey this tone. Zia processes incoming tickets and assigns them appropriate tags. She scans every incoming response and identifies the key phrases from the response. These key phrases are added to the incoming ticket threads. Tags help your agents identify tickets that match their skill sets, and draw on past tickets for reference. When Zia is unsure of what tags to assign a ticket, she asks you. And that's how she learns, so she can help you better the next time.

4. She is one step ahead.

Zia acts as a smart reply assistant for tickets that makes the task of replying to them seem like a walk in the park. Zia intercepts the incoming ticket to identify the key terms from each conversation and suggests the most appropriate solution from your knowledge base. You can add these suggestions to a response with a single click and send the same to the customer. Zia is smart enough that even when an article is long and has many headings, she suggests specific paragraphs and sentences to use in a tailored response. Before an agent can start drafting their response, Zia has one typed out and ready for them. All it takes is a single click to send this out.

5. Nothing escapes ZIA.

A sudden spike or a dip from what is normal to your help desk is called an anomaly. Anomaly prediction is an effective means of identifying unusual or unexpected events that happen within Zoho Desk. Zia - your data intelligence assistant, relies on a broad spectrum of measures and methodologies to detect significant events that affect customer service experience and therefore require your attention. Zia analyses and identifies anomalies in your team's performance 24*7. When there's a sudden surge in incoming tickets, Zia warns you so you can get more hands on deck. Multiple irritated responses on a ticket? You'll hear from Zia. She even identifies issues that get the most tickets, and helps you improve the strength of your Knowledge Base.

6. Teach ZIA the skills you need.

Through a Skill Builder interface, you can teach Zia to perform actions that are relevant to your customers. This could be placing or editing an order, checking order status, or just about anything else she needs to be familiar with.

Zia brings together predictions across anomalies, sentiment, trending ticket tags, and more into a common dashboard for decision-makers to consume. They can drill down further into the details from the same dashboard to investigate further.

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