Empower your teams to deliver connected customer experiences
Deliver superior customer experiences
Features
360-degree Customer View
- View the best time to contact a lead; campaigns sent, emails received, website history, notes associated with a record, associated sales reps, and more.
- View any support tickets associated with a customer, live chat interactions, social media engagements, and survey responses.
- Zia, the AI assistant, enriches data by looking up customer details across the internet—such as the customer's website—and fills in the gaps in your CRM.
Omnichannel Engagement
- Convert a live chat interaction on your website into an audio call or screen share session, or route them to the right department depending on the request.
- Convert an unhappy post on Twitter into a ticket for your customer service team or add a happy mention/sales-ready connection as a lead to your CRM.
- While interacting with a customer on social media, you can instantly view the interactions they've had with your sales and service teams, such as ticket ID, deal history, and more.
Easy and Contextual Team Collaboration
- With interactive feeds, you can easily brainstorm project ideas by creating a post and tagging relevant stakeholders, and then move the discussion forward through comments.
- Assemble people into specialized groups to manage a specific set of deals, do team selling, and more.
- Share your customer tickets across departments and tag people on tickets to resolve them more quickly.
Automation and Process Management
- Ensure critical tasks always stay on track, build workflows to send important emails, assign a task, and more—all spanning multiple departments.
- Automate lead nurturing and follow-ups, deal closure, order management, and other important customer-facing processes.
- Automate critical customer service tasks such as ticket assignment, refunds, deliveries, and more.
Powerful Unified Analytics
- Measure which of your marketing campaigns are bringing in leads and compare them with actual deal conversion rates and the total number of tickets generated per customer.
- Measure the ROI of your Google ad spend, visualize campaign performance, and plan your next marketing budget more effectively.
- Share and export generated reports with teammates and external stakeholders.
Advanced AI that Does All the Heavy-lifting
- Zia can search through customer records in your CRM and pull up information that you need instantly. She can take notes while you talk to a prospect, build reports and dashboards upon request, and monitor and notify you of sales anomalies.
- She can chat with your customers on your website and suggest answers from your knowledge base, identify customer sentiments in incoming tickets, and more.
- Zia even recommends products to upsell and cross-sell to your customers when she finds the opportunity by analyzing customer sales history and visitor patterns.
Integrations and Extensibility
- Some popular third-party integrations from our Marketplace include Google Suite, Microsoft Office 365, QuickBooks, Mailchimp, and more.
- With APIs, you can extend the platform to create additional modules, fields, and workflows.
- With mobile and web SDKs, you can create custom integrations and applications. For example, you can build an integration to connect CRM Plus with an accounting app that isn't natively supported—and much more.
Unified Administration and Setup
Eliminate the hassle of managing multiple apps, users, user experiences, passwords, and billing cycles. Unify all your customer-facing tools in one place with Zoho CRM Plus. With built-in single sign-on, you get instant access to all your tools and don't have to manage them separately.