Zoho Support Software


 

Zoho Assist is a cloud-based help desk solution designed for small and midsize organizations across various industries. The solution allows technicians and company agents to schedule and remotely manage customer requests across multiple geographies and time zones.

The product features a built-in “customer widget” that allows users to log into sessions with the help of a widget code provided by the support staff. Customers can access the widget portal via emails, websites or custom links and remotely set up sessions with agents based on their availability.

The solution also allows users to share their computer screens with the agents to help them understand and resolve issues.

Additionally, Zoho Assist offers file sharing functionality that allows customer agents to share updates or patch files with their customers to stay better equipped for handling customer requests.

Zoho Assist offers services on a monthly subscription basis that includes support through an online knowledge base.

 

Zoho Assist - Home page
 
  • Zoho Assist - Home page
    Home page
  • Zoho Assist - Start session
    Start session
  • Zoho Assist - Remote support
    Remote support
  • Zoho Assist - Chat
    Chat
  • Zoho Assist - Session details
    Session details
  • Zoho Assist - Invite customer
    Invite customer
Supported Operating System(s):
Web browser (OS agnostic)

33 Reviews of Zoho Assist

 

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Software Advice Reviews (3)
More Reviews (30)

Showing 1-3 of 3

Sujith from Integral Information Systems
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

One of the best ever

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

All required functionality bundled together in a single package.
Completely integrated
Can be customized

Cons

Some functionalities are very complex
The name once set cannot be changed
Functionalities are not straight forward and need special training to understand

Review Source
 
 

Kevin from McArthur Homes
Specialty: Real Estate
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

This is a step in the right direction - the more user-friendly and timely the better.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Allows me to get assistance faster. It's good to see you work to be more proactive with your customers.

Cons

Would like faster response times. There's some delays in waiting for assistance. Also, would like phone assistance.

Review Source
 
 

Justin from El Sales
Specialty: Distribution
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2017

May 2017

First Time Zoho User Experienced

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

It is fair but not sure if its worth the money because your limited. Any other features or functionality raises your monthly. Even increasing your storage increases your cost! So as your lists grow your cost grows. There are so many other crm's out there there must be a better one and better cost with more features available.

Pros

The robust amount of features that they offer ! The dashboard has everything in one place. Very easy to upload and filter leads.

Cons

There is an additional add on cost to use any extra features or functionality. The storage amount increases your monthly as well.

 
 
 
Showing 1-20 of 30

CARLA from CELLULAR SALES

February 2018

February 2018

Reliable and consistent

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Zoho Assist software is reliable and consistent. It is very easy to use and to use remotely. I love it.

Cons

If you have issues with the software, it can be hard to rectify the situation on your own without having someone help.

Review Source: Capterra
 

Julie from Strivven Media LLC

February 2018

February 2018

I use Zoho daily in my position. I use the data management, contacts, phone connections.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

How it keeps all data in one place, easily accessible. I like the ease of use an the movement between contacts.

Cons

Email is required for all contacts. Sometimes the contacts connected with a client have unknown email addresses. I have had to make up email address occasionally just to add the contact.

Review Source: Capterra
 

Manny from Redeemers Insurance

February 2018

February 2018

Great Remote Access

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great for the value and if your looking for simple out of the box application. This is it.

Pros

You install the software and in a few minutes, you have remote access to your computer. It's quick, easy and very user-friendly.

Cons

I get lost trying to get remote access to computers. Finding Zoho assists login page is very confusing and takes a while just to get to the login page. They should fix this problem quickly, shouldn't be a task.

Review Source: Capterra
 


February 2018

February 2018

Pretty good software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

These guys do a great job, they really help you manage all aspects of a sales call and marking platform. I didn't use it for long but what I did engage in was quite helpful to the daily operations of my sales job at the time.

Cons

There was a little bit of learning curve involved with this software, but once you got the hang of it, it was very powerful.

Review Source: Capterra
 


February 2018

February 2018

Great! Very User Friendly! Lots of unique functions!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Running reports, tracking daily tasks.

Pros

The program is very user-friendly. There are tons of reports our company can run to track daily tasks, our goals, who is on our website, etc.

Cons

Take a little while to learn ALL of the features that are available unless you know what you are looking for.

Review Source: Capterra
 

Paige from Strivven Media

February 2018

February 2018

I utilized Zoho as a CRM for new and long-term customers, tracking their renewal lifecycle.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Zoho's benefits are found in cost-effectiveness, user-friendliness, and simplicity. The software can be utilized in a surface-level, straightforward way to capture customer profiles, call records, emails, notes, and more. By delving deeper into the product, sales employees can effectively track their sales and project for the future.

Cons

Zoho's primary features are user-friendly, however the more involved the customization for your particular purpose, the more complicated the tasks.

Review Source: Capterra
 


January 2018

January 2018

Software is good for Remote training and troubleshooting, easy and quick.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Software is good remote control tool gives wide range of features like advanced reporting, multi monitoring and track task easly.

Pros

Software Supports large number of operating systems and multi monitor support.
It's easy to use and have advanced reports.
Software provide easy and speady remote control to other PCs

Cons

Have less freelance capabilities.
It's difficult to setup. Cost gets increased for more storage of data.

Review Source: Capterra
 

Miguelangel from Incostas S.A.

January 2018

January 2018

Easy and intuitive program

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

1. You can have remote control without a user on hold.
2.The free version has many features that facilitate remote control.
3. File transfer is secure.

Cons

1. The chat user interface is not friendly.
2. Some of the settings took a little while to find, however, got there in the end.

Review Source: Capterra
 


January 2018

January 2018

I recently started using Zoho Assist

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Benefits of Zoho Assist include ease of use and integration options for CRM and customer support resource platforms.

Pros

I like how easy it is to manage customer cases. The case layout is very simple and I'm able to review other Support Rep's drafts right from the case view as they edit. It makes it easy to work as a team.

Cons

The sync with Zoho Assist and CRM isn't great. The duplication that occurs is not manageable, and some of the setup is difficult to complete. I didn't have a great experience with their Support Team, and in some cases I actually ended up having to explain functionality to their team after figuring out issues myself.

Review Source: Capterra
 

Emily from VirtualJobShadow.com
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

I am a Sales Representative with a Virtual company.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Having everything in one area when using this software has made doing sales a breeze. I am able to go in and e-mail, call, track, and task out what needs to happen with each of my clients. I rarely used software like this previously and training in less than a day I was able to know how to utilize this to the best of our companies ability.

Cons

One thing that I am not fond of with the program is when the bounces happen for e-mails I have yet to learn how to track that. There are a few other quirks with the program as well while this is also growing pains from the company that I work with to learn how to utilize this software.

Review Source: Capterra
 

Pierre-Henri from SolconTI

January 2018

January 2018

Give a better solution to your clients problems

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I was looking for a way to make interactive trainings and customer service with my clients. Sharing your screen with the client and showing him the way to do things was not the solution because the client was passive. With Zoho Assist, I can show my client the way, and see if he understood by seeing him do the lesson I explained. Thanks to that the trainings are better understood by my clients. And when I use it for support, it allows me to see them acting and correct the errors they made.

Pros

It allows you to take control of a distant computer and then make adjustments on your client SW, do a demo or an interactive training, for free. With this app I am able to make trainings with my clients or support, while they are watching what I do, and moreover, interacting, thus understanding better the lesson or the support I am giving them.

Cons

As a user of the free version, I don't have any dislike of the app. I don't know if it suits well the needs of an IT manager who should need multi user assist, as I don't have those needs and never used the app in that case.

Review Source: Capterra
 

Larry from INCOSTAS
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

This software is great because it´s simple, customize, affordable.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easy and fast remote connection

Pros

1. You can have unattended remote access.
2.It´s Simple.
3.Can be customized.
4.Assistance faster.

Cons

1. The name once set cannot be changed.
2. Some Functionalities are not straightforward and need special training to understand.

Review Source: Capterra
 


December 2017

December 2017

the best mode that I can take remote control

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

This software is very good, the best form for take remote control to other pc and the process is very easy

Cons

Sometimes this software stops and it difficult the remote control process because I need come back to the first step

Review Source: Capterra
 

Anderson from Emida
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Best remote assistance software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

easy to use with the customers, just send them a lin or direct them to a web page, they enter a code and then you get access to provide remote assistance very easy and reliable.

Cons

Some customers do not trust downloading software on their pcs. It would be cool if the customer could get assistance without an additional file to be downloaded.

Review Source: Capterra
 

Jenniffer from Emida
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

This is one the best Remote assistance softwares in the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

For a low price we integrated the code on our website that allow us to help our customers remotely fast and easy.

Cons

Integrated app is not able to be customized, not even from Zoho assist directly. Great if this would not required a software to be downloaded on customer's PC everytime remote assistance is needed.

Review Source: Capterra
 

Andres from Emida
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

Useful for customer support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

I like it that it looks professional and is not like any other remote support software , we can also link it to our website and customize it as we please.

Cons

It is slow sometimes, it takes too many steps to be installed in both (customer and rep) computers. It should be done more easliy.

Review Source: Capterra
 

Isis from INCOSTAS
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2017

November 2017

It is a remote assistance tool extremely easy to use and quite complete in its free version

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Excellent tool to control a computer remotely, easily and safely

Pros

*They run in any browser.
*It's easy to use.
*File transfer tracking.
*Very complete the free version.

Cons

*The file transfer is not available in the free version, only a few days.
*We can not connect to an unattended PC.

Review Source: Capterra
 

Anderson from Telecommunications

November 2017

November 2017

Excellent software to help customers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Easy access, no so many steps needed to install the software. All you need to do is enter your customer's email and send him the link.

Cons

It would be great if no additional software needs to be installed. Some customers do not like to install additional programs to their computers.

Review Source: Capterra
 

Scott from Mid-Shore IT
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2017

November 2017

Easy to use for tech AND for customer, affordable

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Easy connections for remote support, fair price.

Pros

I love how easy the software is to use for both parties, and the fact that there are multiple ways to easily get a client connected for support. Embedding the app into an existing website is a great feature.

Cons

I know that the program is intentionally limited, but I do wish there were more options for technicians, or at least the ability to add more features at additional costs for those that want it.

Review Source: Capterra
 

Chester from Prosound Business Media, Inc

September 2017

September 2017

Zoho Assist is a great choice to easily provide remote support!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Remote support of clients and friends computers and iOS devices

Pros

How easy it is for the client to setup. Also, that they have now integrated iOS screensharing so you can support iOS clients!

Cons

Only that sometimes I've gotten the name confused with other remote desktop tools! I just don't remember to use it!

Review Source: Capterra
 
 
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