Zoho launches multichannel CRM

Zoho has unveiled what it claims to be the industry's first multichannel customer relationship management software with the latest, major release of Zoho CRM. Building from Zoho's award-winning CRM application, the latest version of Zoho CRM supports email, social media, live chat, and phone communications, enabling salespeople to engage their customers and prospects across all channels.

Meanwhile, the completely revamped user interface boasts usability innovations such as Timeline View, Page Layouts, and Gamescope to improve salespeople's ability to close deals.

"Today, every progressive sales team needs a CRM that connects with customers and prospects regardless of their preferred communication channel," said Raju Vegesna, chief evangelist of Zoho. "At the same time, the CRM must remain flexible enough to advance the sales process through any channel. Our aim with this release of Zoho CRM is to provide the multichannel support that connects salespeople, prospects and customers and provide the usability enhancements that close more deals."

Highlights of the latest version of Zoho CRM include:

Multichannel support

SalesSignals: SalesSignals keep salespeople informed in real-time about customer actions on various touchpoints like social media, satisfaction surveys and support tickets to help them act in time and make speedy sales.

SalesInbox: Zoho is completely changing the way salespeople go about their email with the launch of a new product that works with Zoho CRM: Zoho SalesInbox, a dedicated mail client for salespeople. Emails are organised as per CRM data, adding more context. Metrics like template analysis, version comparison and open rates make sure quality of email keeps improving.

Mobile apps for field sales: Sales reps can check-in at customer locations, find prospects nearby, track sales activities, and close more deals on the move with Zoho CRM's new mobile app. Sales managers can foster desired practices among their teams with metric-driven sales contests using the new Zoho Motivator app for iOS, which works in sync with Zoho CRM.

Usability developments

Clean and minimalist new interface: The latest version of Zoho CRM is designed to minimise the processes involved in sales and maximise selling. It does so with an intuitive new interface and smart new features:

Timeline View: Salespeople can see their customers' historical data and interactions with their team, all in one place. They can also see any upcoming action items that have been assigned to members of their team.
Advanced Filters: This insight-discovery tool allows businesses to probe their CRM data based on activities such as tasks, notes and emails.
Page layouts: Many businesses face the challenge of having to handle sales processes that might not always fit into the common CRM sales cycle. Page Layouts enable companies to handle multiple products and processes using a single CRM account.

Gamescope: With this feature, anyone, not just sales managers, can create contests and invite their peers to play a game for a friendly wager. Sales activities like making calls and closing deals could win an employee points, trophies and badges. The use of game playing elements promotes healthy competition within a team. Gamescope complements Zoho Motivator, which is a metric-driven gamification tool.

"Our biggest customers have their own set of unique requirements. That is why we continue developing our technology and products to better serve them. Zoho CRM is now fully loaded to help the enterprises of today keep constantly growing," said Raju Vegesna, "The new additions to our CRM speak to our growing commitment to being a key player for mid-market and enterprise businesses."

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