Why should I choose the Enterprise plan over Professional in Zoho Desk?
The Enterprise plan is designed to offer great value to any large business of varying scale and needs. This is especially the case for companies looking to reduce their support costs [vis-à-vis competing help desks], while increasing the productivity of their agents.
The price for one agent seat is $25 per month. You're eligible for a 10% discount if you commit to a year of service wherein you'll be billed at $270 per agent.
Though identical to the professional plan, there are subtle differences with respect to Enterprise class features like live chat support and data sharing rules. Also, if you're looking for more advanced reporting capabilities, often required by big businesses, you might want to check out the Enterprise plan.
Here are 10 compelling reasons you should choose Enterprise over Professional:
- Provide your customers the convenience to chat without them having to leave looking for their phone or email. The built-in live chat support allows you to develop deeper customer relationship while reducing your support turn-around times. Embed an entirely customizable live chat widget in your web portal or on your websites.
- An enterprise class business can have various business units. Each of these units, shall have their own ticketing system, knowledge base, accounts and other support related data, specific to their domains. Now, enable customer support for all these business units [brands] with one Zoho Desk account. You can create unlimited departments in your Enterprise plan.
- When you have set up multiple departments the next significant requirement will be to generate reports encompassing all the departments. The cross-departmental reports exclusive to the Enterprise plan will equip you with the big picture, letting you see your key metrics at a glance.
- As data is a key driver in decision-making, you obviously need to access the same reports with the latest data in it. For example, a support manager would like to look at a report of escalated tickets that were closed each month. The scheduled reports allows you to run reports automatically for specific time periods and have them delivered to your email.
- Get all your customer support contracts in the cloud. Give your agents visibility into the contracts and deliver the agreed service without leaving Zoho Desk. You can define contract periods, set renewal alerts, define products and a lot more.
- Sitting at your desk from 9 to 5 using, the clunky on-premise communication products are long past. Now, connect with your customers using Twilio, our integrated cloud telephony service for Zoho Desk. Although, cloud telephony is available in the Professional plan, there are certain interesting accompaniments in the Enterprise. You could add more than one Twilio number [customer service], and set up a phone tree menu [IVR] to segment and route calls to the most appropriate agent.
- Most businesses use stand-alone issue tracking application to submit, track and fix the bugs that software projects are bound to generate. Zoho Desk combines issue tracking and customer support into a coherent whole by integrating with Zoho BugTracker. You can submit support tickets as bugs and track their status to closure; keeping your agents and customers notified all along.
- Every support organization has some frequently raised tickets which can be easily predicted. In such scenarios, ticket templates come in handy that you can automatically populate certain pre-defined values into the ticket fields while adding a new ticket. This ensures the tickets handling process is expedited especially when most of them are received over phone.
- Large companies often lose track of the permissions structure - leaving sensitive information to unwarranted access. Zoho Desk offers you an enterprise-grade Role-based security system to control the access rights of agents while working with helpdesk data and modules such as tickets, tasks, accounts, contacts etc., You can even control which data can be shared between peers within your helpdesk.
- Besides these, you get a bunch of extras with respect to individual features in the Enterprise plan which are listed below:
- Unlimited email aliases for tracking support tickets
- 20 web-to-tickets forms to capture tickets from your websites
- 20 workflow automation rules per department per module
- 15 time-based automation rules per department per module
- 20 ticket assignment rules to auto assign tickets to agents
- 20 macros per department per module
- 10 SLAs to meet your service level obligations
- Unlimited User Profiles and Roles
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