The CRM Zen Show – Episode 73 – Swedish or Deep Tissue

Zoho News

• Zoho Bookings Updates
  • A lot of updates to this application
  • CRM integration and Better Calendar Sync at two of the key updates
• Updated reCaptcha in Zoho CRM
  • reCaptcha has now been updated in the webforms that can be generated in Zoho CRM
• 5 Writer Updates
  • Insert Spreadsheets and Sort Tables
  • Easy access to Zia
  • Improved Symbol Inserts and Line Numbers 
• New Templates for Zoho Sites
  • Over 35 new design templates
  • Designs that suit specific industries
  • Responsive Designs
• Zoho Meeting Updates
  • Device Recognition
  • Mute Phone Participants
  • An quite a few bug fixes and performance enhancements

Notable Mobile Updates

• Zoho Desk for Android
  • Agents can send outbound emails to new or existing contacts at the time of ticket creation. 
  • You can also convert the emails into tickets and track their progress.
• Zoho Desk Task Management Improvements (Android and iOS)
  • Agents can now create and associate tasks with a ticket and the tasks will be listed within the corresponding tickets.

Implementation of the Week

• Google Ads ROI Reporting through Zoho Analytics
  • First, integration was set up between Google Ads and Zoho CRM
    • Webforms pass metadata which can attribute incoming Leads and their converted Deals to Google Ads Campaigns, Ads, and Keywords
  • Data pulled from Google Ads and Zoho CRM directly into Zoho Analytics
  • Google Ads data provides daily spending metrics for each Keyword, Ad, Ad Group, and Campaign 
  • Compare closed-won Deals to Google Ads spending based on the created date of Lead (revenue attribution) and closing date of the Deal (cash flow)

Things We Noticed and The Bug Report

• Minor issues with Zoho Desk spam filter

This Weeks Reads

• What Is Marketing Attribution & How Do You Report on It? – by Rachel Leist @rachelleist
  • In Zoho CRM You Can Find the Marketing Attribution Settings in “Settings > Automation”
• Zenatta Blogs

• Zoho Books Overview – Part 1 and Part 2
  • Everything you wanted to know about Zoho Books but are afraid to ask.

Application / Plug-In of the Week

• Twilio extension for Zoho Desk
  • Receive and make calls from within your browser with caller ID information.
  • Set up a phone tree menu (or IVR) to segment and route calls to the most appropriate agent.
  • Setup phone tree menu (or IVR) to segment and route calls to the most appropriate agent.
  • Track and audit all voice processes by recording conversations.
  • Marketplace Link

Tips and Tricks

• Zoho Desk Cheat Sheet For The Year-End
  • 10 best practices in Zoho Desk to close this year and begin a new one.