Support is more than reactive—it’s a customer touchpoint that impacts retention, advocacy, and your brand. Systematizing support matters.
Without routing rules, important tickets sit untouched while low-priority ones get resolved first.
We build auto-assignment workflows based on client tier, issue type, and severity.
Escalations rely on gut instinct or individual judgment, leading to inconsistent outcomes.
We define and automate escalation paths triggered by ticket fields or SLAs.
Customer success doesn’t know which accounts are struggling unless someone flags it manually.
We sync support history and ticket insights into Zoho CRM for CSM awareness.
Leaders can’t track how well the team is doing or where improvements are needed.
We provide dashboards for median reply/resolution time, CSAT, and ticket volume by category.
High volumes and unclear priorities lead to burnout and low satisfaction for both agents and customers.
We optimize workload balancing and provide teams with context-rich tickets and prioritization views.
"The Gloo team’s support and development has been invaluable to help our team get over some of the more complex areas of Zoho."
