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Transforming disgruntled customers into happy customers using the Zoho Cliq phone system - Zoho Blog
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Zoho Blog</title><link rel="stylesheet" media="all" href="https://blog.zohowebstatic.com/sites/zblogs/theme/css/zoho-blogs-wp-theme.css" /><link rel="stylesheet" media="all" href="https://blog.zohowebstatic.com/sites/zblogs/common/css/zohodblogs.css" /><script type="text/javascript">(function(w,s){var e=document.createElement("script");e.type="text/javascript";e.async=true;e.src="https://zohotagmanager.cdn.pagesense.io/ztmjs/9e14ca550fb345518206a5a65a40a7a9.js";var x=document.getElementsByTagName("script")[0];x.parentNode.insertBefore(e,x);})(window,"script");</script></head><body site="zohodblogs" data-prdname="cliq" data-prdname-display="Zoho Cliq" class="post-template-default single single-post postid-7921 single-format-standard i18n-en category-cliq path-node page-node-type-article-content"><div id="page" class="site"><div class="site-inner"><header id="masthead" class="site-header" role="banner"><div class="header-nav"><div class="brand-logo"><div class="hamburger-btn"><div class="hamburger-bar"></div></div><a href="/blog/" rel="home">Blog</a></div><div class="header-right-bar"><div class="header-search"><span class="btn-search fa fa-search icon-button-search"></span><form action="/blog/" method="get" role="search" id="searchform_topbar" class="search-top-bar-popup search-form"><label><span class="screen-reader-text">Search for:</span><input type="search" class="search-field-top-bar" id="search-field-top-bar" placeholder="Search…" value="" name="s" /></label><button type="submit" class="search-submit search-top-bar-submit" id="search-top-bar-submit"><span class="fa fa-search header-search-icon"></span><span class="screen-reader-text">Search</span></button></form></div><div class="language-selector header-lan-picker disabled"><span class="select-language"></span></div></div></div></header><div class="header-product-link"></div><div id="content" class="site-content container"><div id="primary" class="content-area row"><main id="main" class="site-main col-md-8 col-sm-12 col-xs-12" role="main"><article id="post-7921" class="post-7921 post type-post status-publish format-standard has-post-thumbnail hentry category-zoho-cliq tag-integrations-in-zoho-cliq tag-zoho-cliq tag-zoho-voice tag-zoho-telephony"><header class="entry-header"><h1 class="entry-title">Transforming disgruntled customers into happy customers using the Zoho Cliq phone system</h1><div class="entry-info"><div class="posted-info"><span class="posted-on">Posted on <time class="entry-date published" datetime="24-10-14IST19:49:59+00:00">October 14, 2024</time></span><span class="author-info"> by <a href="/blog/author/faru">Farheen Fathima</a></span></div><span class="read-info"><span class="read-time">5</span> Mins Read</span></div></header><div class="entry-thumbnail"><img width="" height="" src="https://blog.zohowebstatic.com/sites/zblogs/images/cliq/og_images/phone-system-blog-banner.gif" class="attachment-post-thumbnail size-post-thumbnail wp-post-image" alt="Transforming disgruntled customers into happy customers using the Zoho Cliq phone system" /></div><div class="entry-content"><p>Customers are the cornerstone of any successful business. When they鈥檙e satisfied and valued, they can lead your business toward success. A happy customer doesn鈥檛 just make a purchase; they become your most powerful advocate, promoting your brand through loyalty, positive feedback, and word of mouth. The real key to business success lies in building strong relationships with your customers鈥攗nderstanding their needs, engaging with them meaningfully, and satisfying their requirements through your business.</p><h3><strong>How disgruntled customers can impact your business</strong></h3><p data-doc-id="4504799000110587606" data-doc-type="writer" data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data_styles="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}">While customer satisfaction can make a business, a disgruntled customer, especially in the age of social media, can break it. Businesses should not ignore unhappy customers and instead find ways to make sure their issues or queries are addressed promptly. According to a <a href="https://www.forbes.com/sites/rogerdooley/2024/06/06/companies-failing-at-customer-experience-new-study-shows/" rel="noopener" target="_blank">recent survey</a> of 530 Americans, around 60% of customers share their bad experiences directly with coworkers, friends, and family, and almost 29% take to social media. This amplifies the negative impact, as dissatisfied customers are far more likely to spread their experiences than satisfied ones. Consequently, businesses with unresolved customer issues are more likely to suffer from poor word of mouth and diminished reputation.</p><p>Managing disgruntled customers should be a top priority for businesses. For this, they can use the following approach.</p><h4 data-doc-id="4504799000110587606" data-doc-type="writer" data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data_styles="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}"><strong>Listen to understand, not to respond</strong></h4><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data_styles="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}">When we listen to customers, the goal should be to truly understand their concerns, not just to respond. This approach helps ensure we grasp the customer's real pain points, leading to more thoughtful and accurate solutions.</p><h4 data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data_styles="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}"><strong>An apology mends broken trust</strong></h4><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"bold","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data_styles="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"bold","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}">Mistakes are inevitable in any business. When something goes wrong, a genuine apology acknowledges the issue and takes responsibility for it.</p><h4 data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data_styles="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}"><strong>Offering solutions creates satisfied customers</strong></h4><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"bold","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data_styles="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"bold","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}">While an apology is important, it must be followed by a concrete solution. Offering a timely and appropriate solution demonstrates that the company is proactive in resolving the issue.</p><h4 data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data_styles="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"none","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}"><strong>Following-up fosters lasting relationships</strong></h4><p>After resolving an issue, following up with the customer shows ongoing care and concern for their satisfaction.</p><p><img alt="" height="auto" src="https://blog.zohowebstatic.com/sites/zblogs/images/cliq/og_images/manange-disgrunted-customers.jpg" width="900" /></p><p data-doc-id="4504799000110587606" data-doc-type="writer" data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-textformat="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"bold","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}" data_styles="{"ff":"Roboto","fv":"normal","td":"none","cs":"0pt","fw":"bold","fgc":"rgb(0, 0, 0)","size":"12.00","va":"baseline","fw_i":400,"type":"text","fs":"normal","bgc":"rgba(0, 0, 0, 0)"}">At Zoho Cliq, we understand that resolving issues quickly and effectively is essential to retaining happy customers. The Zoho Cliq phone system has been a game changer for handling customer queries, offering seamless communication and real-time solutions.</p><p> One key feature that powers this communication is the integration of Zoho Cliq with Zoho Voice鈥攐ur in-house phone system鈥攐r your preferred cloud phone service via Zoho Telephony. This powerful integration transforms Cliq into a hub for managing sales and support calls, making the entire communication process more fluid and efficient.</p><p><img alt="" height="auto" src="https://blog.zohowebstatic.com/sites/zblogs/images/cliq/og_images/phone-system-option.jpg" width="900" /></p><h3 data-doc-id="4504799000110587606" data-doc-type="writer" data-hd-info="3" data-header="3" data-line-height="1.2" data-margin-bottom="14.04pt" data-margin-top="14.04pt">Seamless integration with Zoho Voice </h3><p>Zoho Voice integrates directly with Zoho Cliq, enabling agents to manage both inbound and outbound calls right from within their existing workflows. There鈥檚 no need to toggle between different platforms, which means less time wasted and fewer disruptions.</p><p><img alt="" height="auto" src="https://blog.zohowebstatic.com/sites/zblogs/images/cliq/og_images/zoho-voice.jpg" width="900" /></p><p>What鈥檚 more, Zoho Voice can be integrated with other Zoho applications鈥攕uch as Zoho CRM, Zoho Desk, Zoho Bigin, Zoho Recruit and ServiceDesk Plus鈥攅nsuring that customer data and call histories are synced across all platforms for a unified experience.</p><p><img alt="" height="auto" src="https://blog.zohowebstatic.com/sites/zblogs/images/cliq/og_images/integrating-zoho-voice.jpg" width="900" /></p><h4 data-doc-id="4504799000110587606" data-doc-type="writer" data-hd-info="3" data-header="3" data-line-height="1.2" data-margin-bottom="14.04pt" data-margin-top="14.04pt">Key features of Zoho Voice integration with Zoho Cliq:</h4><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-margin-top="12pt" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}">Zoho Voice offers several powerful features that streamline customer support:</p><ul data-list-format="{"level5":{"type":8,"startsWith":1},"level4":{"type":7,"startsWith":1},"level7":{"type":7,"startsWith":1},"level6":{"type":6,"startsWith":1},"level8":{"type":8,"startsWith":1},"level1":{"type":7,"startsWith":1},"level0":{"type":6,"startsWith":1},"level3":{"type":6,"startsWith":1},"level2":{"type":8,"startsWith":1}}" data-list-id="98670177" data-spl-bullet-format="{}"><li><p data-hd-info="0" data-header="0" data-line-height="1.2" data-list-id="98670177" data-list-info="{"id":"98670177","l":0}" data-margin-bottom="0pt" data-margin-left="0.5in" data-text-indent="-0.25in" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}"><strong>Call recordings and notes sync: </strong>All call recordings and notes are automatically synced with customer profiles, allowing agents to access detailed interaction histories instantly. This results in more informed, personalized support, as agents can quickly review past interactions before or during calls.</p></li><li><p data-hd-info="0" data-header="0" data-line-height="1.2" data-list-id="98670177" data-list-info="{"id":"98670177","l":0}" data-margin-bottom="0pt" data-margin-left="0.5in" data-text-indent="-0.25in" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}"><strong>Real-time collaboration: </strong>With the ability to make voice calls directly from chats or channels within Cliq, you can collaborate with team members on complex issues while on the call.</p></li><li><p data-hd-info="0" data-header="0" data-line-height="1.2" data-list-id="98670177" data-list-info="{"id":"98670177","l":0}" data-margin-bottom="0pt" data-margin-left="0.5in" data-text-indent="-0.25in" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}"><strong>Comprehensive reports: </strong>Agents and admins can view detailed reports on incoming, outgoing, and total calls, alongside other key stats related to Zoho Voice interactions. This offers valuable insights into support performance and call trends, helping teams identify areas for improvement.</p></li></ul><p data-hd-info="0" data-header="0" data-line-height="1.2" data-list-id="98670177" data-list-info="{"id":"98670177","l":0}" data-margin-bottom="0pt" data-margin-left="0.5in" data-text-indent="-0.25in" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}"><img alt="" height="auto" src="https://blog.zohowebstatic.com/sites/zblogs/images/cliq/og_images/reports.jpg" width="900" /></p><h3 data-hd-info="0" data-header="0" data-line-height="1.2" data-list-id="98670177" data-list-info="{"id":"98670177","l":0}" data-margin-bottom="0pt" data-margin-left="0.5in" data-text-indent="-0.25in" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}">How Zoho Telephony fits in</h3><p>If you prefer using a cloud phone system other than Zoho Voice, Zoho Telephony offers a simple solution. By integrating your preferred phone system with Zoho Cliq, agents can still make and receive calls directly within Cliq.</p><p><img alt="" height="auto" src="https://blog.zohowebstatic.com/sites/zblogs/images/cliq/og_images/zoho-telephony.jpg" width="900" /></p><p data-doc-id="4504799000110587606" data-doc-type="writer" data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-margin-top="12pt" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}">Zoho Cliq syncs with the phone system status and reflects it as "In a Telephony session" during a Telephony call, while Zoho Voice users are shown as "In a voice call." This allows team members to know each other鈥檚 availability at a glance.</p><h3 data-hd-info="3" data-header="3" data-line-height="1.2" data-margin-bottom="8pt">Case study: </h3><h4 data-hd-info="3" data-header="3" data-line-height="1.2" data-margin-bottom="8pt">From frustration to delight </h4><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-margin-top="12pt" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}">A customer recently reached out through the Zoho Cliq phone system, extremely frustrated with an issue that was affecting their business operations.</p><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-margin-top="12pt" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text"}">Our support agent, leveraging the phone system, made sure to listen carefully without interrupting, taking notes to understand the root cause of the frustration fully. They apologized for the inconvenience caused and, using Zoho Cliq, they quickly looped in an tech expert during the call to provide real-time guidance. The tech expert provided a prompt solution to the issue, and the problem was resolved.</p><p data-hd-info="0" data-header="0" data-line-height="1.2" data-margin-bottom="12pt" data-margin-top="12pt" data-textformat="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text","va":"baseline","fw_i":400}" data_styles="{"fgc":"rgb(0, 0, 0)","size":"12.00","type":"text","va":"baseline","fw_i":400}">The customer, initially frustrated, expressed relief and appreciation for the hands-on approach. By offering personalized support and ensuring their issue was prioritized, we managed to turn their frustration into satisfaction.</p><h3 data-hd-info="3" data-header="3" data-line-height="1.2" data-margin-bottom="14.04pt" data-margin-top="14.04pt">A unified experience for enhanced support </h3><p>Whether you鈥檙e using Zoho Voice or integrating with a third-party cloud phone system via Zoho Telephony, Zoho Cliq brings everything together into one seamless communication hub. By managing calls directly from your chats and channels, tracking performance in real time, and accessing comprehensive call records, your support teams are empowered to resolve customer issues faster and more efficiently.</p></div><footer class="entry-footer clearfix"><span class="cat-tags-links"><span class="cat-links"><span class="cat-icon"><i class="fa fa-folder-open"></i></span><span class="screen-reader-text">Categories</span><a href="/blog/cliq" rel="category tag">Zoho Cliq</a></span><span class="tags-links"><span class="tags-icon"><i class="fa fa-hashtag" aria-hidden="true"></i></span><span class="screen-reader-text">Tags</span><a href="/blog/tag/integrations-in-zoho-cliq" rel="tag" > #Integrations in Zoho Cliq</a>, <a href="/blog/tag/zoho-cliq" rel="tag" > #Zoho Cliq</a>, <a href="/blog/tag/zoho-voice" rel="tag" > #zoho voice</a>, <a href="/blog/tag/zoho-telephony" rel="tag" > #zoho telephony</a></span></span></footer><div class="entry-author-info clearfix"><div 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