In a service-driven economy, businesses must deliver seamless, personalized, and real-time customer support. However, managing disconnected systems for ticketing, field service, chat, remote assistance, and scheduling can lead to inefficiencies and customer dissatisfaction.
Enter Zoho Service Plus — an integrated suite of Zoho’s most powerful customer support apps, combining:
Zoho Desk (ticketing & helpdesk),
Zoho Assist (remote support),
Zoho SalesIQ (live chat & website engagement),
Zoho Bookings (appointment scheduling),
Zoho FSM (field service management),
Zoho Lens (AR-powered remote visual assistance).
This all-in-one service operations platform is ideal for businesses looking to simplify and supercharge their customer service strategy—whether you’re a SaaS company, IT provider, healthcare firm, or service-based business.
Key Components of Zoho Service Plus
Zoho Desk – Smart Ticketing System
Zoho Desk is your command center for managing customer queries. It brings in tickets from email, social, chat, and web forms and assigns them to the right agents based on SLA, priority, and skill.
Top Features:
Multichannel ticketing
AI-powered response suggestions (Zia)
SLA management & escalation
Self-service portal
Ticket insights & automation
Integration with Zoho CRM, FSM, and Books
💡 Ideal For: Customer support teams, IT helpdesks, B2B services
Zoho Assist – Remote Troubleshooting
Zoho Assist helps your support agents and field technicians remotely access client systems, perform troubleshooting, or even configure software—all securely over the web.
Top Features:
Unattended and live remote access
File transfer & session recording
Instant chat during support sessions
Remote reboots and diagnostics
Mobile support for Android & iOS
💡 Ideal For: IT support, hardware troubleshooting, managed service providers
Zoho SalesIQ – Live Chat & Visitor Tracking
Zoho SalesIQ empowers your team to engage with website visitors in real-time, capture leads, and provide instant support or guidance during browsing.
Top Features:
Website visitor tracking
Live chat widgets
Chatbot builder (Zobot)
Lead scoring
Visitor insights & tracking
💡 Ideal For: SaaS, eCommerce, digital marketing agencies, service providers
Zoho Bookings – Appointment Scheduling Made Easy
Zoho Bookings helps your service teams automate appointment scheduling for demos, consultations, or field visits. It connects with your calendar and shows real-time availability to customers.
Top Features:
Sync with Zoho Calendar, Google, or Outlook
Custom booking pages
Automated email/SMS confirmations
Payment collection before appointment
Group and 1-on-1 booking
💡 Ideal For: Consulting firms, clinics, sales teams, training providers
Zoho FSM – Field Service Management
Zoho FSM helps you manage field technicians, schedule jobs, track location, and handle onsite payments—all through a mobile app.
Top Features:
Service appointment scheduling
Job dispatch and route optimization
Mobile app for field agents
Work order and spare part tracking
Onsite payment collection
💡 Ideal For: HVAC, plumbing, AC services, appliance repair, security systems.
Zoho Lens – Augmented Reality Remote Assistance
Zoho Lens brings augmented reality (AR) to your support operations. It lets agents see what the customer sees via a smartphone camera and offer visual guidance—great for technical troubleshooting.
Top Features:
Real-time video stream from client’s device
AR annotations and pointers
Session recording
Multi-device support
Secure and browser-based
💡 Ideal For: Equipment repair, machinery inspection, industrial training, remote audits
How Zoho Service Plus Apps Work Together
Imagine a customer raising a complaint via Zoho Desk. Your agent can then:
Start a remote session via Zoho Assist
Schedule an on-site job using Zoho FSM
Set a customer call via Zoho Bookings
Engage on website live chat using SalesIQ
Offer step-by-step guidance with Zoho Lens
All this while keeping track of the interaction history in CRM and billing updates in Zoho Books—creating a seamless customer experience.
Benefits of Using Zoho Service Plus
- End-to-end support ecosystem from online query to onsite visit: Zoho Service Plus unifies the complete customer support lifecycle — starting from chatbot and live chat via SalesIQ, to remote assistance with Zoho Assist, appointment scheduling via Zoho Bookings, issue resolution in Zoho Desk, field service delivery through Zoho FSM, and advanced troubleshooting using Zoho Lens. This ensures a seamless experience for both customers and support teams.
- Faster resolution times using remote and visual support: With tools like Zoho Assist and Zoho Lens, your agents can troubleshoot and guide customers in real time without having to be on-site. This drastically reduces resolution time for many common support issues and increases first-contact resolution (FCR) rates.
- Improved agent productivity through automation and AI: Automate repetitive tasks like ticket assignment, SLAs, status updates, and escalations. AI-powered features like Zia (Zoho’s AI assistant) can suggest knowledge base articles, summarize tickets, and even draft replies. This allows agents to focus on more complex and meaningful customer interactions.
- Unified customer view across multiple channels and apps: Whether a customer reaches out via chat, phone, email, or web form — all interactions are captured and reflected in a single unified view. This context-rich history enables agents to respond intelligently without asking repetitive questions, improving both agent efficiency and customer satisfaction.
- Scalable for small businesses to large enterprises: Zoho Service Plus is designed to scale with your business. You can start with basic modules like Desk and Bookings, and add field service, remote support, or analytics as your business needs evolve — all without migrating to a new platform.
- Cost-effective compared to buying disparate tools: Instead of subscribing to separate software for CRM, live chat, service desk, remote assistance, and field service, Zoho Service Plus provides a tightly integrated suite — reducing overhead, integration costs, and training time.
- Integrated analytics to track agent performance, ticket resolution, NPS, etc.: Built-in analytics and dashboards give you actionable insights into key metrics like average response time, customer satisfaction (CSAT), net promoter score (NPS), and agent productivity. These insights help you identify bottlenecks, improve workflows, and continuously enhance your service experience.
Use Cases Across Industries
How AppsTech Soft Helps with Zoho Service Plus Implementation
At AppsTech Soft, we are certified Zoho partners with experience in deploying Zoho Service Plus for clients in India, UAE, and the U.S.
Our Services Include:
Business Process Mapping
App Selection & Licensing Consultation
Zoho Desk, Assist, SalesIQ, Bookings, FSM, Lens Setup
Role-based training and documentation
Custom workflows, automation, and integration with Zoho CRM, Books, and Inventory
WhatsApp integration for appointment and job alerts
Ongoing support, enhancements, and analytics dashboards