Zoho has just launched a new segment that will help people work online.  Zoho Support will aid companies in providing better quality customer service and experience. This is going to be more like of a help desk—an application that can be easily tapped to search for workarounds and solutions. Experts believe that this is another step towards building a SaaS industry – Zoho’s been adding on, piece-by-piece, for several years now, and it continues to steadily grow its web-based platform.

“Zoho Support is a natural extension of our business application portfolio.Companies has been using Zoho CRM to help sell their products and services for years. Now, Zoho Support provides a way for them to support their customers after the sale. Zoho Support further extends our broad suite of applications for small and medium businesses.” said Raju Vegesna, a Zoho evangelist.

Zoho Support will be focused on various CRM procedures including requests, accounts and contacts, reports and dashboards, tasks and solutions.  See here for details.

Requests made by the customers will help tech support people of the company identify which ones to prioritize. Accounts and contacts offer an operational aid from a customer’s perspective. In terms of the organization, these things help identify, track and enact specific service level agreements or SLAs.

Reports and dashboards are there to provide numbers and analysis as to how the organization is presently doing. What the representatives need to do is enclosed in tasks. Solutions on the other hand help a representative create a trouble ticket and a resolution to the simple issues. The “how-to’s” and “what-to-do’s” the next time the same problem occurs are documented for other customers to view should they encounter similar case.

Zoho Support is already available with plans starting with $12 per agent on a monthly basis.