Zoho Support Review - why 5 stars?

Zoho Support Review
ITQlick Score: 94/100
ITQlick Rating: (5/5)
Pricing: 3.6/10 - low cost
Category: Customer Service -> Zoho Support
Ranking:Ranked 2 out of 46 Customer Service systems
Company: Zoho
Pricing: starts at $12 per user/month
Typical customers: Start up, Small business, Medium business, Large business
Platforms: Desktop, Cloud
Links: Zoho Support pricing, Zoho Support alternatives

Shlomi LaviShlomi Lavi / updated: Apr 29, 2021

We publish unbiased reviews, our opinions are our own and are not influenced by payments from advertisers. Learn more in our advertiser disclosure.

What is Zoho Support?

Zoho Desk is a cloud-based help desk solution designed to cater to businesses of all sizes. Some of its core features include customer support portal, contract management, and report creation. Help desk customization helps the user customize the support software to suit the needs of the user even if they don’t have the coding knowledge.

The multichannel ticketing system comprises of email, live chat, web form social media and telephony among others. The solution collates interactions from a wide range of media such as phone, chat, self-service portal, and others and presents them in a single location.

It helps automate tasks such as ticket management, notification rules, service escalations as well as time-based actions by setting workflow rules. The solution helps the user create scheduled and customizable reports to analyze customer satisfaction.

It integrates with Zoho CRM which enables the feeding of customer details into the tickets logged in the Zoho desk which allows the service agents to know the customer better.

What is Zoho Support rating? ()

The rating of Zoho Support is 5 stars out of 5 and the total score is 94 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are Zoho Support's typical customers?

Zoho Support is best for all types of industries that are interested in an efficient way to manage the customer service and help desk. Home-based freelancers, startups, small companies and large organizations can benefit from this application. There is a free Zoho Support plan that allows an unlimited number of separate agent accounts. Administrators of any company that uses Zoho Support can monitor the agents workflow.

Is Zoho Support the best Customer Service?

Zoho Support is ranked 2 out of 46 software in their category (Customer Service systems).

What are their main features and functionalities?

Zoho Support offers a myriad of modules aimed at streamlining your business activities: knowledge base, reports and dashboard, alerts and notifications, social support, ticket management, contracts and accounts, to name a few. You can fully customize the entire application and your agents will have all the relevant information needed to assist customers. This is an effective way to ensure that all clients get speedy responses to any tickets raised by them.

What are Zoho Support's pros? (5 Pros)

  • Zoho Support supports an unlimited number of agents for the free version which includes all essential features
  • The interface is easy to follow and new users would not require any special training
  • Businesses can customize Zoho Support to fit their specific business process
  • Zoho Support is secure and protects the information uploaded by users so that it cannot be accessed by unauthorized parties
  • No hidden costs

What are Zoho Support's cons? (2 cons)

  • Zoho Support should work seamlessly with other Zoho programs
  • The free edition is limited and would be more efficient with additional features such as social media support

Who are their main alternatives?

The two main competitors of Zoho Desk include HappyFox and TeamSupport. HappyFox is a cloud-based help-desk solution just like Zoho Support. Zoho support vendor is Zoho Desk which is a company that was founded in 1996 and based in India but HappyFox vendor is HappyFox which is a company that was established in 2012 in the United States.

HappyFox Support is online and via a 24/7 Live rep whereas Zoho support is online and during the business hours. HappyFox offers training via documentation, webinars, live online and in-person but Zoho training is via documentation, webinars and Live online.

TeamSupport is a cloud-based help-desk solution which is similar to Zoho Support. Zoho support vendor is Zoho Desk which is a company that was founded in 1996 and based in India but TeamSupport is a product of TeamSupport which was founded in 2009 in the US.

Both Zoho and TeamSupport offer support online and during business hours. TeamSupport offers training via documentation, webinars, live online and in-person but Zoho training is via documentation, webinars and Live online.

What is the cost of Zoho Support?

The cost of license starts at $12 per user/month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 3.6 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for Zoho Support

What should you ask Zoho during a demo session? (65 questions)

Schedule a demo with Zoho Support and access 65 must ask questions for the vendor while watching Zoho Support in action. Visit the vendor's website here.

Is it the right software for you?

Zoho support is ideal for businesses of all sizes including small, medium and large enterprises. It caters to organizations in different industries such as Education, Retail & Ecommerce, Telecom, Finance, Insurance, Human Resource, and Hospitality.

Zoho Support's list of categories:

Banking CRM
Casino CRM
Complaint Management
Customer Loyalty
Customer Success
Healthcare CRM
Help Desk
Insurance CRM
Online CRM
Online Community
Real Estate CRM
Self-Service Portal

Zoho Support's list of features:

Contract Management
Customer Survey
Email Integration
Incident / Request Management
Knowledge Base/FAQ
Mobile Integration
Multi-Site Support
Reporting
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements
Contact Management
Contract Management
Customer Service

Zoho Support Vs. Alternatives

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Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.