On the last day of October this year, Zoho celebrated a decade of SalesIQ. Naturally, this is a reflective moment for them, also building and nourishing a very powerful engagement platform used all over the world. They reflected on the the features they added along the way and took special care to consider Zobot - an AI used to assist in multichannel solutions. But I did not expect them to thank their  Zoho Partners, for which I am sure their Partners, including Aurelian Group, are grateful for the mention.

Imagine building a beautiful store front, all your goods in the windows are laid out perfectly. People entering your store are amazed at the contents. But... there is nobody home - nobody to address their questions, to interact, to "close the sale". You don't even know who entered your store, when, and how often. 

You invested just as much in your website - your virtual store front. SalesIQ is your virtual store attendant. It keeps track of who enters your store, what they are looking at, how long, and when. This is valuable information. 

"I can get that from Google Analytics" some will say. This is only partially true. While Google (or equivalent trackers) do collate detailed information, they do not share it back at the same level of detail. Furthermore, they sell this data to unknown third parties. Your store becomes their "data production line". Not with SalesIQ - all data stays with you, and if you don't resell it (and we strongly advise not to participate in adjunct surveillance practices) while you get the full benefit of individual insight.

But like a good store attendant, SalesIQ can help you with interacting with our (potential) customers. Either via a chat bot, or a live interaction, human to human. It is even possible to set up a voice connection with the visitors of your website, with the target to convert potential customers into loyal clients, and to keep retention high by addressing queries of your existing clients with customer loyalty and upsell/cross sell opportunities as pay-off.

In the first 10 years of Zoho SalesIQ, the product has significantly grown in scope and potential. Below is the innovation roadmap of this first decade. One can only wonder what the next decade will bring!

Aurelian Group offers services across the entire Zoho platform of products, including Zoho SalesIQ - where SalesIQ is not an independent and isolated application, but an integral part of your sales or support workflow. Contact us to find out how your business can transform with Zoho SalesIQ as part of Zoho One. 

In short, it's a cloud-based storage solution.

But it's more than that. It integrates with almost all the Zoho One suite. For example, we can use Flow to create a folder structure with a trigger from CRM that ensures folders are created when a deal is created.

What else? We can upload videos and easily create embed codes for them to go anywhere you can embed.

If you need to provide files to someone but prevent the downloading of them, you can provide an external share link and restrict the ability to download.

Would you like to know more?

Do you have intellectual property you'd like to stamp your ownership on? Well, if you have an image file, you can make your mark for all to see.

But why? It adds visibility for your business logo; it discourages theft and it adds credibility when your trusted brand puts forward exclusive images.

WorkDrive now has Annotator integrated for all your image edits.

Well, FSM is an acronym that means Field Service Management. It's a tool that can help you manage work orders and even billing for field teams. For example, if you provide services that go directly to customers, this software would be perfect for you.

Until now, the dispatch console had three views:

Gantt

Map

Calendar

Now you have a grid.

The grid view compile more information in one place. It takes the technician availability from the map view. You can view all service appointments. You can see resource utilisation and territory-based work density. The opportunities to maximise efficiency are there, you need only embrace them.

Using the information mentioned above, the dispatcher can also assign not only for availability, but also skill and territory (area) based assignment - all at a glance.

Put simply, Zoho Desk is a ticketing application that enables organised and orderly assignment, communication and processing of support tickets, feature requests, and any other kind of services you can think of that can fit into the mold of a ticketing system.

But instead of blathering further, let's find out what's actually new here.

The instant messaging channel possibilities have been expanded! You can now use Facebook Messenger and Instagram through Desk in addition to the native messaging system.

Moreover,  you can now embed a no-code messaging app on your own websites! It's powerful, customisable and compatible with the Desk instant messaging services.

What is a blueprint?

It's a branching path for your ticket states to follow based on what happens with the ticket. From assigning the ticket to resolving it.

Sounds complicated, right?

Not as much as you'd think. It could be as simple ensuring the ticket is assigned and then resolved. But it can also be complex if that suits your needs, too. For example, the ticket could need to be assigned, then there's three options for where the ticket is going. These options could be escalation, resolution and need information. It can go down any one of these paths and even rejoin later at resolution and closing the ticket.

It's only as complex as you want it to be.