The Zoho Company has incorporated CRM into its AI and analytical capabilities, allowing companies to integrate sales, marketing and customer support.
The Zoho CRM platform was launched in 2014 and incorporated nine applications that have been described as a platform for customers' experiences.
Last week, Zoho presented a single platform for all of its employees, including social media management tools and SalesIQ visitors tracking software.
The Zoho Desk customer support firm has received important updates with new features such as customer mood analysis and mobile client service metric override and Blueprint workflow automation tool.
There were also updates from Zoho Analytics, which automatically "blend" data from multiple sources in the firm's business intelligence program. This includes Zoho's marketing, sales and customer service programs, but also supports third-party applications.
"Customers can analyze data stored on multiple systems without traditional sound systems," says Raju Wegnesna, head of Zoho Province.
Analysis of the client's mood
Zoho Analytics is integrated Zia, Zoho's interview is AI assistant. This allows employees to quickly find information, such as monthly sales figures, using natural language surveys. This feature, for example, can combine data from different Zoho applications to provide information about "earnings to employees". (This request will be based on accounting and HR applications.)
Zia was launched in 2017, which provides sales-based services to employees. Since then, Zoho has become more and more popular with more than 40 applications, including productivity and collaboration tools.
Now Zia Zoho Desk is deeply integrated. AI technology searches for emails for consumers that identify positive and negative words. This information will help detect unsatisfactory customer cases that need immediate attention to customer support teams and will be delegated to an experienced agent for their response.
CRM Plus has the ability to detect and detect abnormalities in customer service data among other Zia features, for example, a large amount of incoming tickets. This will automatically trigger the customer service agents and managers.
Brent Leary, founder and partner of CRM Essentials, says: "From the point of view of clients, they have worked well in placing the AI layer in a fully integrated marketing / sales / service combination.
Announcements Contact Zoho's Small and Medium Business audience. Larger companies are involved in Zoho's cheapest platform, says Leary, but there's more to reach the enterprise market.
"Zoho will continue to improve his professional services and SI partnerships to keep this trend in the right direction, if he wants to be a serious competitor in the corporate and market players," he said.