Contact Center Solutions Featured Article

Agents Can Now E-Mail Customer Interactions Straight to Zoho CRM Among Other Features

April 01, 2013

Zoho, which makes cloud-based productivity, collaboration and business applications, has just announced some major feature enhancements to its customer relations management software (CRM).

New features for Zoho CRM include BCC Dropbox, which lets users BCC customer e-mails straight to the CRM; integration with Zoho LiveDesk, which ties together Zoho CRM with the company’s live chat solution; Custom Related Lists, which pulls together customer information from multiple sources; and MailMagnet for Mobile, which filters e-mail to highlight CRM-relevant conversations for faster response times, according to a news release from the company.

One of the upgrade’s most exciting features is BCC Dropbox. The Dropbox feature makes it easy to add customer interactions to the CRM through the simple process of BCCing customer emails to Zoho CRM. Zoho CRM will make a copy of the e-mails it receives, including attachments, and associate them with the appropriate lead or contact in the CRM, according to Zoho.

The feature works from any e-mail client, making it exceedingly easy to tie customer e-mail exchanges to the CRM.

Zoho has also integrated its CRM offering with Zoho LiveDesk, its customer chat solution. Customer service agents using Zoho LiveDesk can now add leads, contacts, notes and follow-up tasks directly to Zoho CRM from within LiveDesk.

Chat transcripts from Zoho LiveDesk also can be attached to customer records in the CRM, according to the company.

The integration with LiveDesk also benefits agents using LiveDesk because the integration includes automatically pushing customer information from Zoho CRM to LiveDesk, which enables agents to have a more complete understanding of the customer’s needs and relationship to the company.

With Custom Related Lists, Zoho has made it easier to integrate customer information from third-party sources without a lot of systems integration work. Custom Related Lists contextually adds third-party customer information to specific leads, contact, account and other modules in Zoho CRM. Information can be aggregated from multiple Zoho apps including custom applications created in Zoho Creator.

The Deluge scripting language used by Zoho extends Zoho CRM, allowing users to aggregate information from multiple sources to gain a holistic view of customer information inside the CRM.

MailMagnet for Mobile also is now available for iPhone, iPad and Android. MailMagnet intelligently scans users' mailboxes and displays only emails from prospects and customers that are relevant inside Zoho CRM.

"For many of our users, Zoho CRM organizes, streamlines and stores the lifeblood of their company--customer data and interactions," Raju Vegesna, Zoho evangelist, noted in a company statement. "This update is yet another step toward effectively managing their customer data and interactions at a central place in CRM.”

Edited by Rory J. Thompson