Zoho never goes long without making updates to its flagship cloud-based CRM software.
In Zoho's last update, in January, it put the emphasis on document management, adding a Document Library module that it promised could serve as a central repository for sales and marketing collateral. Other productivity and mobility enhancements included a "smart filter" for email called MailMagnet that scans users’ mailboxes and displays only emails from prospects and customers that are relevant inside CRM.
Email is a favorite area of improvement for Zoho, likely thanks to the fact that it remains a key communication method for most sales people. The latest round of upgrades, announced today, include a feature called BCC Dropbox, which lets users BCC customer emails to CRM so emails are automatically associated with related customer records inside Zoho CRM. The BCC Dropbox feature works across multiple email clients, according to Zoho.
Raju Vegesna, Zoho evangelist, says the addition of BCC Dropbox, combined with various previous email integrations and MailMagnet, gives Zoho "the most comprehensive set of email integrations available among any CRM vendors in the market."
MailMagnet goes mobile in this update. It is now available on iPhone, iPad and Android. The new Messages section in the mobile app displays the filtered emails from prospects and customers. Users can view and respond to them from within the Zoho CRM mobile app and add follow-up tasks. Also included is support for push notifications, so users are alerted to new emails from customers or prospects.
Other new features include:
Zoho LiveDesk, a feature the company says allows businesses to support their customers through live chat. With Zoho CRM integration, support agents can add Leads, Contacts, Notes and follow-up tasks in Zoho CRM directly from Zoho LiveDesk. Chat transcripts from Zoho LiveDesk can also be attached to the customer’s record in Zoho CRM. When existing customers request live support, Zoho CRM automatically pushes relevant customer information to Zoho LiveDesk.
Custom Related Lists, which brings customer information from third-party applications and contextually adds it to a specific lead, contact or account in Zoho CRM. Customer information can be aggregated from multiple Zoho apps, including custom applications created in Zoho Creator. It includes a gallery of pre-built custom functions that integrate with Zoho and third-party applications.
Not all of the upgrades are available to all Zoho users. According to the company, the Zoho CRM integration with Zoho LiveDesk is available for all Zoho LiveDesk paid users. The BCC Dropbox feature is available for users of the Zoho CRM Professional and Enterprise Editions. Custom Related Lists is available for users of Zoho CRM Enterprise Edition. MailMagnet for Mobile is available for all Zoho CRM users with mobile add-on enabled.