We are excited to announce early access to Zoho Service Plus, a unified platform that brings together all of our customer service applications into a single platform. The early access program is exclusive only to partners. With Service Plus, manage all aspects of your customer interactions from a single location, making it easier than ever to deliver exceptional customer service. With the power of support, project management, intelligent automation, and AI-driven insights, businesses can optimize resource allocation, predict service needs, and proactively address potential issues all from a central location. Whether it's handling customer queries, orchestrating field service tasks, managing inventories, or optimizing workflows, Zoho Service Plus offers tools and features tailored to diverse customer service needs.

Why do we need a unified platform for service operations?

In the landscape of customer service, there's always a need for different sets of experiences and tools to meet customers' expectations. At the core of our initiative lies a recognition of this important aspect, prompting us to introduce Service Plus. Our goal is to combine the fragmented nature of customer service experiences by unifying them under a single, comprehensive platform. Service Plus emerges as a solution, aligning customer needs and delivery teams seamlessly to set a new benchmark in service excellence. Our mission with Service Plus is not just to unify experiences but to redefine customer service trends, enabling businesses to deliver exceptional, cohesive, and elevated service that exceeds expectations.

Applications included in Zoho Service Plus

• Desk: Embedded seamlessly within Service Plus, and with its robust set of tools and capabilities, Desk simplifies customer service operations, enabling agents to tackle complexities while prioritizing productivity. The help desk ticketing system centralizes incoming queries, for streamlined tracking and prompt resolution of issues.
  
  
• SalesIQ: With its intelligent chatbots, SalesIQ in Zoho Service Plus empowers businesses to forge deeper connections with customers while managing leads and streamlining communication. The AI-powered chatbot enables instant responsiveness, ensuring round-the-clock support by addressing common, frequently asked queries.
  
  
• Assist: By offering a secure, intuitive remote support solution, Assist in Zoho Service Plus empowers service teams to securely access and troubleshoot customer devices, whether PCs, laptops, mobile devices, or servers, from anywhere. With features like screen sharing, file transfer, and unattended access, Assist ensures a rapid response to customer concerns, minimizing downtime.
  
  
• Lens: Leveraging augmented reality-powered remote assistance, Lens in Zoho Service Plus enables service teams to transcend geographical barriers and inspect equipment issues remotely, spanning from machinery to servers, with unparalleled precision. With live camera streaming from a user's phone at a remote location, Lens provides real-time visual diagnostics, allowing for immediate problem assessment without the need for physical presence.
  
  
• Survey: Embedded within Service Plus, Zoho Survey is the tool to understand customer insights and satisfaction. Gather valuable feedback, understand customer preferences, and measure customer satisfaction levels. Create tailored surveys to collect feedback after service interactions or to gauge overall customer sentiment, pinpoint areas for improvement and identify strengths in your offerings.
  
  
• Analytics: With its powerful BI and reporting tools, Analytics in Zoho Service empowers customer-service teams to unlock invaluable insights from their operational data, shedding light on service performance, and customer behaviour patterns. With customizable dashboards, predictive analytics, and intuitive visualisations, Analytics enables proactive identification of service trends, helping businesses to anticipate customer needs and resolve issues pre-emptively.
  
  
• Projects: Projects in Zoho Service Plus enables customer service teams to streamline their workflows, enhance collaboration, and ensure the timely delivery of service that their customers need. From organizing and tracking service-related tasks to facilitating effective communication among teams, Projects empowers service agents, technicians, and managers to coordinate their efforts.
  
  

Unified administration

Zoho Service Plus also enables you to centralize your service tools and the teams using them. It provides a unified admin panel to oversee team member roles and permissions. Access a centralized setup panel to configure all customer-facing tools without the need to manage each tool's setup individually.

Roadmap

Understanding the role of Field Service Management in customer service operations, Zoho FSM will also be a part of Service Plus in our upcoming updates. FSM in Zoho Service Plus will help manage on-field tasks, optimize scheduling, and ensure prompt service delivery.