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Zoho has launched the next version of its CRM Plus solution, a customer experience platform that is designed to increase efficiency by giving users visibility of their customers across departments, rather than partial views. The solution is intended to help users deliver improved customer experiences, understand customer sentiments, engage with customers across channels, and prescribe actions to keep customers content throughout their journey.
“Companies now recognize the importance of AI in creating positive experiences for customers,” says Brent Leary, co-founder and partner of CRM Essentials. “The focus now has shifted to bring AI across an integrated platform, creating a consistently positive experience across and throughout the customer journey. With CRM Plus, Zoho has introduced a compelling platform where Sales, Marketing, Support, and Operations are built on one technology stack, allowing its intelligent assistant, Zia, to access data across all of its applications, automatically providing teams with valuable insights, enabling them to deliver better customer experiences across all channels.”
Among its many functions, the CRM platform makes customer sentiments automatically available to service agents as they receive incoming tickets and suggests responses to customers on behalf of support representatives. It also enables customer-facing teams to manage processes like sales discounts and product returns without losing track of accountability. In addition, interactive dashboards provide dissectible views of impact for every potential business decision. The platform provides omnichannel support as well, providing service agents with notifications and support history from all channels on one common interface.
“Zia has advanced significantly since her initial launch early last year,” says Raju Vegesna, Chief Evangelist at Zoho. “With the combined powers of Zia and Analytics behind Zoho’s Customer Experience Platform, we are opening up a seamless and contextual flow of information across channels and departments, making it simple for teams to work as one to smartly transform their customer relationships. CRM Plus is no longer just a suite of applications. It is now a sophisticated and intelligent platform where businesses can thoughtfully and proactively craft exceptional experiences across the entire customer journey.”
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