Customer Support System
One support system for an online fundraising platform: every channel in Zoho CRM, tickets in Zoho Desk, sentiment analysis to surface urgent messages, and team chat.
- Client
- Charity Auctions Today
- Industry
- Technology & SaaS
- Services
- Marketing Automation
Charity Auctions Today runs a platform for online fundraising auctions. Support requests arrived through social media, chat, email, and web forms with no single view of a customer, and the team wanted faster, more personal answers.
What we built
How the system works, step by step.
Every channel in one view
Zoho CRM brings social, chat, email, and web-form conversations together for each customer.
Ticketing
Zoho Desk for creating, assigning, and resolving tickets.
Sentiment analysis
Incoming chats and tickets are scored automatically, so urgent or emotionally charged messages are answered first.
Team chat
One place for team email, customer chats, and internal conversation.
Performance reporting
Response times, resolution rates, customer satisfaction, and agent workload.
- Zoho CRM
- Zoho Desk
Have a workflow like this? Let’s map it.
Bring us the workflow that eats your team's week. We'll show you what an agent or a better system could take off its plate.