Zoho Introduces Blended Conversations – Gadget

Zoho Desk, the anchor application in Zoho’s customer service platform, has been upgraded to help customer service teams evolve with changing requirements and increased business expectations.

Zoho Corporation this week introduced a suite of new tools for Zoho Desk, led by Blended Conversations – a combination of human-driven and bot-powered conversational service experiences. Other UI refinements aim to make it simpler, faster, and more accessible to users with a wide range of needs.

The additions enable customer service agents to improve engagement and deliver higher quality customer experiences (CX). Zoho Desk also includes integration with Goldtel PBX, allowing South African businesses to call their customers directly from the product interface, get contextual information about the called customer and collect analytics.

“During these challenging economic times, the best companies are doubling down on customer loyalty while trying to do more with less,” said Andrew Bourne, Zoho Africa Regional Manager. “Great service experiences address this by laying the foundation for sustainability in economic downturns. Blended Conversations in Zoho Desk addresses this very result, cleverly combining human and bot agents while reducing friction, frustration, and service costs.”

To help small and micro businesses transform their customer service operations by providing them with a simple and valuable helpdesk solution at an affordable price, Zoho Desk has launched an Express Edition.

Blended Conversations for Zoho Desk empowers customer service agents to provide the best experience of the moment by delegating the majority of manual and transactional tasks to bots while maintaining control of the overall service experience. With a quick and easy deployment that doesn’t require outside help, Zoho Desk enables brands to scale their conversational service experiences through increased agent productivity without sacrificing the quality of CX.

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This experience is a culmination of Zoho’s Instant Messaging (IM) framework and Guided Conversations, a low-code builder for self-service experiences. The IM framework allows businesses to integrate any messaging service they use with Zoho Desk and is pre-integrated with services like WhatsApp, Telegram, Line, WeChat, Messenger and Instagram.

Guided Conversations for Zoho Desk enables business users to build powerful self-service flows that are useful throughout the customer journey, helping customers quickly and securely manage their relationship with the business. It provides service teams with tighter collaboration and integration with other Zoho marketing apps, such as Zoho’s CX Platform and Zoho CRM Plus, at no additional cost.

Zoho also announced a technological UI overhaul to include options to support: cognitive and dyslexia challenges; visual impairments including astigmatism; animation reduction for people with seizure disorders; Customization options for color blindness. This is the company’s biggest move to date to improve digital accessibility.


Zoho Desk starts at ZAR 180 per user per month billed annually for the Standard Edition. It goes up to ZAR525 users/month for Enterprise Edition. A new tier, the Express Edition, costs ZAR105 users/month for startups and small businesses.