Zoho Corporation, a leading global technology company, today launched new tools for Zoho Desk, the anchor application in the company’s customer service platform, to help customer service teams evolve with the changing needs of customers and meet heightened business expectations. Zoho Desk, which has achieved 45% year-over-year revenue growth for the past five years, now serves more than 100K businesses globally. New capabilities include Blended Conversations, a seamless combination of human-driven and bot-powered conversational service experiences, as well as several refinements to the user interface. These developments enable customer service agents to improve engagement and deliver higher-value customer experiences, removing the guesswork for agents and drastically minimizing friction that often results in bad customer experiences.
Blended Conversations for Zoho Desk allows customer service agents to deliver the best experience in the moment by delegating the majority of manual and transactional tasks to bots, while remaining in control of the overall service experience. With fast and easy deployment that does not require external help, Zoho Desk allows brands to scale their conversational service experiences through higher agent productivity without compromising on the quality of CX. 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 organizations to integrate any messaging service they use with Zoho Desk, and comes pre-integrated with services like WhatsApp, Telegram, Line, WeChat, Messenger, and Instagram. Guided Conversations for Zoho Desk allows business users to build powerful self-service flows that are useful throughout the customer journey, and help customers quickly and securely manage their relationship with the organization. It offers service teams tighter collaboration and integration with other Zoho marketing apps at no extra cost, including Zoho’s CX Platform and Zoho CRM Plus, for example.
In addition to Blended Conversations, Zoho also announced a technological overhaul of the user interface to make it simpler, faster, and more accessible to users with a wide spectrum of different needs — the company’s biggest steps towards improving digital accessibility to date. Updates include options to support: cognitive and dyslexia challenges; visual impairments including astigmatism; animation reduction for those with seizure disorders; customization capabilities for color-blindness.
Zoho continues to build a system of experiences that focuses on every aspect of the customer journey, giving every stakeholder greater ability to add value to CX, from planning and creating diverse customer experiences to delivering and evolving them for the future. Zoho’s CX offerings help organizations of all sizes enable employee productivity, improve stakeholder collaboration, and increase customer success. Specifically, Zoho Desk’s integrated omnichannel approach supports entire service teams to connect with customers and with one another. On the business side, it enables high-quality consistency and reliability. Customers, in turn, have better overall end-to-end experiences with the brand, which ultimately drives loyalty and trust.
Pricing
Zoho Desk starts at $19 CAD/user/month (billed annually) for the Standard Edition and goes up to $50 CAD/user/month (billed annually) for the Enterprise Edition.
BREAKING: Twitter Suspends The Accounts Of Journalists
Posted in Commentary with tags Twitter on December 15, 2022 by itnerdIn a move that I guarantee is going to end badly for Elon Musk, multiple news outlets are reporting that Twitter has suspended the accounts of a number of journalists. From CNN:
Elon Musk’s Twitter banned Thursday the accounts of multiple journalists covering the technology industry without explanation.
Accounts belonging to CNN’s Donie O’Sullivan, the New York Times’ Ryan Mac, and the Washington Post’s Drew Harwell and several other tech journalists were all abruptly suspended.
“Elon says he is a free speech champion and he is banning journalists for exercising free speech. I think that calls into question his commitment,” Harwell told CNN.
The account of progressive independent journalist Aaron Rupar was also banned. Rupar told CNN he has received no communication from Twitter about the ban. “Nothing,” he said in a phone call.
From NBC:
The accounts of Ryan Mac of The New York Times, Donie O’Sullivan of CNN, Drew Harwell of The Washington Post, Matt Binder of Mashable, Micah Lee of The Intercept, Steve Herman of Voice of America and independent journalists Aaron Rupar, Keith Olbermann and Tony Webster had all been suspended as of Thursday evening.
The Twitter account for Mastodon, a platform billed as an alternative, was also suspended early Thursday evening.
Musk indicated that the suspensions stemmed from the platform’s new rules banning private jet trackers, responding to a tweet from Mike Solana, vice president of venture capital firm Founders Fund, who noted that the suspended accounts had posted links to jet trackers on other websites.
“Criticizing me all day long is totally fine, but doxxing my real-time location and endangering my family is not,” he added in another tweet.
Finally from Reuters:
Twitter Inc on Thursday suspended the accounts of several journalists, including ones from the New York Times and the Washington Post, with the site showing “account suspended” notices for them.
Reuters could not immediately ascertain why those accounts were suspended. All the suspended reporters have in recent months written about Twitter’s owner, billionaire Elon Musk, and changes at the platform since he bought it.
Responding to a Tweet on the account suspensions, Musk tweeted: “Same doxxing rules apply to “journalists” as to everyone else,” a reference to Twitter rules banning sharing of personal information, called doxxing.
He added: “Criticizing me all day long is totally fine, but doxxing my real-time location and endangering my family is not.”
The message here in my mind is clear. If you criticize Elon Musk, you will get suspended from Twitter. And he’s using the suspension of the account that tracks Elon’s jet as cover for what is basically an attempt to silence people. Which goes against his claims of being a free speech fanboy.
Given the attention that this is getting, I believe that a number of things are likely to happen:
In terms of that second point, departures to Mastodon have begun:
The circled area is a spike in Mastodon account creations in the last hour which is around the time that this news broke. That’s the law of unintended consequences working against Elon. Stay tuned to see what happens in regards to the other two points.
At this point, it’s becoming clear that staying on Twitter is a non-starter. But clearly, if you stay on Twitter, you’re enabling Elon. While I have been cross posting to Twitter and Mastodon, I believe that my days on Twitter are over. I’ll make a separate announcement about that in the next day or so. But if I were you, I would make your plans to depart Twitter for greener pastures.
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