Zoho makes its debut in this Magic Quadrant as a Niche Player. It offers the enterprise scale of a global SaaS-plus-PaaS provider, mostly used by small and midsize businesses (SMBs). Zoho provides Zoho Desk to the customer service market. It has invested in its product roadmap to handle high-complexity customer support operations. Improvements were made to agent productivity, it rolled out multidepartment data management, unified activity tracking, upgrades to self-service capabilities, and added new channels for digital engagement. About 50% of Zoho’s customers are in the Americas, with 25% in the U.K. and Europe. Consider Zoho if you are an SMB organization in need of low-code platform capabilities with a breadth of customer service functionality.
■ Great value: Reference customers rated Zoho Desk as one of the best solutions when it comes to the cost to value of the software.
■ Easy to implement: Implementing Zoho Desk is easy and straightforward. Customers love the amount of customization and integration options built into the product, and how it allows customers to customize the way they support their clients.
■ Integration: Zoho Desk can contextually be integrated with other Zoho products in the portfolio like Zoho CRM, Creator, Forms and Analytics. The solution is also integrated with several popular products like Atlassian Jira and Trello, Microsoft Teams, and Slack.
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Published in June 2020