Zoho customer service tools get AI, analytics updates

Zoho has added AI and analytics features to its CRM suite, part of a drive by the company to unify its sales, marketing and customer support apps. Zoho CRM Plus was launched in 2014, bundling nine apps into what the company describes as its customer experience platform. Enhancements to several of its apps were unveiled last week, including Zoho’s social media management tools and SalesIQ visitor tracking software, providing a single platform for all customer-facing staff. Zoho Desk, the firm's customer support app, received a major upgrade with new features such as customer sentiment analysis and the launch of its Radar customer service metrics mobile app and Blueprint workflow automation tool. There were also updates to Zoho Analytics, the firm's business intelligence app, which automatically “blends” data from multiple sources. This includes Zoho's marketing, sales and customer service apps, though third-party apps are supported, too.