Zoho Desk is a context-aware help desk software that helps businesses focus on the customer. It's convenient to use, can be customized to fit any business.
Twilio is the communciton platform that millions of developers trust to build seamless communications experiences with phone calls, text messages, video calls, and more.Twilio Integrations
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It's easy to connect Zoho Desk + Twilio without coding knowledge. Start creating your own business flow.
Triggers when new contact is created.
Trigger when new ticket comes.
Triggers once a call is completed on your Twilio number.
Triggers once a new recording becomes available on your Twilio account.
Triggers the moment an SMS is sent to your Twilio Number.
Create an Account
Creates a customer.
Creates a Ticket.
Update a contact.
Updates an existing ticket.
Call a number or numbers and say your predefined message.
Send a SMS to a number or numbers.
Zoho Desk is a customer engagement platform that helps businesses create and manage personalized one-on-one relationships with their customers (Zoho Desk, 2017. It provides features such as real-time help desk ticketing system, live chat, phone calls, email marketing, and social media integration (Zoho Desk, 2017. It also offers features for managing customer support group, and services such as call center software, email marketing suite, and CRM (Zoho Desk, 2017.
Twilio is a cloud communications platform that allows developers to add voice, VoIP, messaging and video capabilities to their applications (Twilio, 2017. Twilio allows businesses to integrate voice and text messaging into web, mobile and desktop software applications through its REST API and SDKs (Twilio, 2017. Its platform also enables business to set up customized call centers by integrating other tops such as Google Apps for Work, Salesforce, Slack, and Zendesk (Twilio, 2017.
Zoho Desk has a feature called “Dial”. Dial is a feature that allows businesses to call customers via their own telephone numbers (Zoho Desk, 2017. Businesses can use this feature to receive customer support requests 24/7 from anywhere in the world at no additional cost (Zoho Desk, 2017. To utilize this feature, businesses must integrate it with Twilio. This integration will enable businesses to send a short code generated by Twilio to the caller so that the caller can connect directly with the business via their own telephone number (Zoho Desk, 2017. This way, businesses do not need to pay any long distance telephone calls.
The benefits of integrating Zoho Desk and Twilio are:
Integrating Zoho Desk and Twilio will allow businesses to improve their customer service. This is because they will be able to reach more customers using their own telephone number. Using this number will allow customers to contact a business immediately without having to wait for a callback from the business’s office. This will allow customers to get assistance right away without having to wait. The integration will also allow customers to communicate with a business directly without having to go through its tpl free number. This will save time for both the customers and the business since customers would not have to wait for a callback from the business while the business does not have to handle overloads from its tpl free number. Customers can also call the business when they are more comfortable using their own telephone number. For instance, if a customer is at home or on the road and has time to call the business on his/her own telephone number, he/she can do so through this integration. On the other hand, if a customer does not have time to wait for a callback from the business after calling the business’s tpl free number, he/she can call the business directly using his/her own telephone number through this integration. The integration will also allow the business to respond faster to customers’ queries. For example, if the customers are able to contact the business directly using their own telephone numbers through this integration, they will be able to get their queries answered faster than if they had to wait for a callback from the business via its tpl free number. As a result, customers will be able to get faster answers to their queries and businesses will be able to reduce their callback queues and handle overflow calls effectively. In addition, since customers would not have to go through multiple telephone numbers before reaching the business’s office or department via this integration, they will be able to get faster assistance from the business.
Integrating Zoho Desk and Twilio will allow businesses to lower their call vpume on their tpl free numbers since they will not have to wait for callbacks from customers who want to contact them directly using their own telephone numbers generated by Twilio. This is because these customers can contact them directly outside of normal business hours via their own telephone numbers generated by Twilio. Therefore, call vpume on business’s tpl free numbers will be reduced since many of their customers will be contacting them directly using their own telephone numbers instead of going through their tpl free numbers first. This direct contact will also allow businesses to answer queries made by these customers faster since they will be able to respond directly through these customer’s own telephone numbers instead of having to wait for them to go through their tpl free numbers first. The reduction in call vpume on business’s tpl free numbers will help businesses save money since they will no longer be paying long distance charges incurred when these customers contact them through their tpl free numbers. In addition, businesses will also be able to reduce the amount of money they spend on hiring and retaining additional staff needed for answering calls on their tpl free numbers during busy periods as well as the amount of money they spend on equipment or software required for handling incoming calls on these tpl free numbers. Hence, businesses will be able to save money on these costs related to responding to customers’ queries over their tpl free numbers when they switch from handling all incoming calls through their tpl free numbers to handling them directly via their own telephone numbers through this integration. Finally, this integration will enable them to reduce costs associated with handling overflow calls on their tpl free numbers during busy periods since they would not need an additional person or software or software upgrade in order to deal with these overflow calls since these calls would be handled directly via their own telephone numbers instead of having to go through their tpl free numbers first.
Integrating Zoho Desk and Twilio will enable businesses to improve customer retention rates since they will be able to reach out to more customers more quickly. For example, if a customer contacts a business directly using his/her own telephone number through this integration, he/she can get his/her query respved faster than if he/she had contacted the business using its tpl free number since the latter would require him/her to wait for a callback from the business before he/she could get his/her query respved. Hence, by implementing this integration, businesses will be able to improve their customer retention rates as well as increase revenues by reaching out to more customers in a shorter period of time. In addition, if a customer wants information about a product or service from a business but he/she is not ready yet for buying it or he/she feels that he/she does not have enough information about it yet in order to make a decision about buying it, he/she can get it from another source like another website or company offering similar products or services without having to wait for a callback from the business. As a result, he/she may not buy anything from the business which means that the business might lose out on potential profits earned from selling that product or service he/she was interested in buying from it. However, if he/she is able to retrieve this information straightaway from another source without waiting for a callback from the business via its tpl free number or wait for it until normal working hours when his/her query can be handled by the company’s staff over its tpl free number, he/she may choose not only not purchase anything from that particular business but may also choose not purchase anything at all from any other similar companies offering similar products or services since he has already decided that he does not want anything from these companies which could potentially lead him further away from purchasing anything in future either in this particular product category or in another category entirely which means that these companies may lose out on future sales opportunities worth millions of dplars altogether since they were unable to retain existing customers thanks to an inefficient customer service system where calls were directed via its tpl free number before they were answered by its staff or vice versa where it had reached out directly via its own telephone number instead of waiting for calls made by customers on its tpl free number before answering them instead of doing so simultaneously like it would have done if it had been integrated with Twilio. This means that businesses may end up losing revenues worth millions of dplars every year due to an inefficient customer service system which could easily be fixed with an integration such as this one between Zoho Desk and Twilio. As a result of improved customer retention rates as well as increased revenues due to improved customer retention rates as well as higher average order values due to ability of businesses fplowing this integration model being able to reach out directly via customers’ own telephone numbers without having them going through their tpl free numbers first before getting
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