Zoho has added a customer support management application to its web-hosted collaboration, communication, business and office productivity suite for small and medium-size businesses.
Zoho Support is designed to help companies capture, process and manage support tickets and includes features to prioritise and sort through requests, apply service level agreements, generate statistics and reports and archive and publish common solutions. "The application streamlines the customer support model for any organisation," said Raju Vegesna, Zoho evangelist.
Zoho Support, available now, has been integrated with Zoho CRM, so that customer information can be exchanged among the applications. "The customer is the same, so it's important to share their information between the sales and support teams," Vegesna said.
Zoho Support is also integrated with the company's Zoho Chat instant messaging application.
Zoho Support is initially available as a standalone application with a free version and paid options that start at $12 per support agent per month. The company will offer it as part of bundles later.
Zoho has developed more than 20 web-hosted applications for small and mid-size businesses, including email, word processing, project management, spreadsheet, online meetings, web conferencing and invoicing. It also offers an application builder tool that its customers can use to create simple, database-driven business applications without coding.