Relativity - Blog #Customer Support

Learn To Love Your Systems

Mon, 09 Feb 2026 13:27:25 +0000

Tips and Tricks for making the most of your Zoho Suite

February brings us around to the month of love, and what a better way to celebrate than to talk about just how much we love our systems! Oh… you don’t love your systems? Well let’s see if we can fix that! With Zoho, you have all the tools and support at your fingertips to curate, craft, and build the perfect ecosystem for you, your employees, and your customers. What could be more lovely than that?

When you are juggling multiple apps to achieve one common goal, things can get messy. Data can get duplicated across systems, or worse, lost; information can be miscommunicated between employees or out to the customer, and generally, everything moves much much slower. What’s even worse is if your company is doing any of this manually! That’s why Zoho apps are built to work effortlessly with each other, and avoid all the problems that you might see yourself facing. With a custom Zoho ecosystem, your finance, inventory, email, CRM and operations can all be communicating with each other seamlessly with just a click of a button (and with Zoho Automations, you sometimes don’t even need that!). The first step is making the leap to Zoho, but after that, widespread adoption and integration will take away the jobs that waste time, the repetitive tasks, the worries of data duplication or erasure. All of this is at your fingertips with a Zoho ecosystem, and can be built, manipulated, and developed especially for you and your business with the help of a Zoho partner. A slow, outdated system can be the death of a business, but a new, seamlessly functioning system can send efficiency and development skyrocketing, taking away the mental drain and allowing you to love what you do.

A good system will do nothing if your employees don’t use it to its fullest potential. Without training, employees are unlikely to adapt, taking preference for ‘the old way’ of doing it, which leads us right back around to the data duplication, erasure, and all round logistical nightmare. But on the other end of the spectrum, with Zoho’s vast range of offers, it can look scary for the average employee, with no good knowledge of which buttons to press, what data to put where, and which menu gives you access to what you need. This is where the real strength of a Zoho partner comes in. With support from a partner like Gordon at Relativity, systems can be simplified and focused down to what really matters. Role-based access can be set up to ensure that the right employees get access to the correct information, without all the fluff of anything not of use to them. In addition, a partner will be there through the whole implementation process, and can be around even after it’s done. This way, everyone can get the training and support they need, and business owners can have the peace of mind that there’s always somewhere there if further support is needed. And of course the cherry on top is Zoho’s extensive support pages: from full handbooks written by Zoho users, to customer support teams to everything in between, the Zoho community is rife with intelligent people who have likely experienced the same problem as you. With Zoho, you’re never walking alone.

The real benefit of Zoho though is the power it has to help you grow. It’s all well and good if your online systems can help you streamline your workflow, but if you can’t see the results then what’s the point? With Zoho Analytics, reports and business insights are easier to access than ever. Create custom dashboards that lay out all the data you want to see clearly and effectively: and with well synced up systems, you could be pulling real time data from Zoho CRM, Zoho Books, Zoho Inventory, Zoho Desk and many others. You can also achieve similar results with automatic reports that can track cash flows, sales and project progress, without you ever having to lift a finger. With the comfort in the knowledge that your business is thriving, you then gain the mental space and capacity to grow your systems even further, and with bespoke advice from a partner, you can tap into the most effective software to expand, and continue to create a custom ecosystem that is built with your business as the priority. There really is nothing like it!

It’s clear that Zoho has the power to take your business to the next level, and leave you loving your company, your systems and your workday that little bit more. And with a partner, that power only reaches further, with the ability for full customisation and support in implementation. If that sounds like something you’d like to invest in as a little Valentine’s gift for your business this February, contact us today for a free consultation, and find out how we can best help develop your software, and take your business up a notch.

It's easy to build a system you love if you have the right people around to help you. If you’re looking for a company to support you and your business, then reach out for a free consultation to hear about all the work Relativity does, and how our team could support you and your business. We cannot wait to hear from you!

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High-quality Help & Superior Support: How Zoho can support your growth

Fri, 01 Aug 2025 07:55:55 +0000

It’s safe to say that ensuring your CRM works for you is a high priority for business owners, but carving out the time to make that happen can be difficult. And it’s thoughts like this that restrict businesses from exploring alternative options when they’ve stuck with their ‘safe’ business system for so long.

Here at Relativity, we work to support businesses and teams ready to grow into a new CRM, and make the transition to a Zoho suite. We’re good at what we do, but we don’t do it alone, as Zoho makes the transition as easy as possible with a number of tools at your fingertips to understand the systems and utilise the best of Zoho’s comprehensive business suite. Keep reading to find out some of the fantastic tools and people on hand to support your work with Zoho.

1. Zoho Knowledge Base

For those moments when you want to figure something out independently, Zoho Knowledge Base is the perfect place to start. With thousands of articles outlining everything from common FAQs to detailed explanations of how to make the most of Zoho analytics, this database of help and support allows for anyone to dive into Zoho systems and find the specific query they may need support with.

The database is broken down into individual applications, and then divided into sections, making the process of navigation simple and clean. But, if you’re ever having issues finding something specific, the search feature helps you find it with just a couple of keywords.

2. Zoho Community

When a specific issue is just getting you down, turn to Zoho community to find support and ideas. This section of Zoho support is structured similarly to the Knowledge Base, with sections dedicated to each Zoho application, but this time, you have the entire Zoho userbase to support you. Browse hundreds of forums, ask questions, and get answers from those who are using the software day in and day out.

Each post can be tagged as a question, a problem, or an idea to allow for easy sorting through forums, and finding what you might need to help. Once again, the search feature makes this immense amount of support easy to sift through and get you on your way with Zoho.

3. Zoho Support

Once you’re working with Zoho, the support network spans far and wide, but often, nothing beats a real person. Luckily, Zoho has an expansive support team ready to help you with all the little technicalities you may come across on the day to day.

Available via phone, text, email, or even social media, Zoho makes finding help as easy as possible, allowing you to focus on the development of the software for your business, rather than all of the little technical quirks.

4. Zoho Partners

If you’re looking for the way Zoho can be perfectly personalised for your business, and you need an expert to help you make that happen, why not turn to a partner?

Partners are Zoho experts, bringing specialised knowledge right to your doorstep. They excel at creating bespoke solutions for your business, getting to know you and your needs and adapting the Zoho suite to suit your needs. This is the most flexible type of support available to Zoho users, as Partners focus on suiting your specific needs, and scaling with you as those needs change.

That’s what we here at Relativity do. With one off, or regular support, we’re here to help and make sure that Zoho fits your organisation like a glove.

To Conclude...

The tools and facilities mentioned above really are just the tip of the iceberg when it comes to getting Zoho to work for you. The support available is endless, and all leads to creating an online hub for your business that prioritises simplicity and clarity.

If you think Zoho could be a good fit for you, get in touch with us: book a free 20-minute consultation to start exploring how Zoho could be used to automate your systems and take a weight off of your shoulders.

Relativity Ltd. is a Zoho Partner, and Zoho Consultant. To find out more, contact Relativity, the business technology experts on +44 1825 280123 or email info@relativity.co.uk

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Uplevel Your Customer Support with Zoho Desk

Fri, 24 Nov 2023 17:49:59 +0000

In today's fast-paced business landscape, providing exceptional customer support is critical for the success of small and medium-sized enterprises (SMEs) as well as solopreneurs. With the help of tools like Zoho Desk, you can transform your customer service operations to be more efficient, personalized, and scalable.

Here at Relativity, a Zoho Partner based in East Sussex, we specialize in supporting smes and solopreneurs harness the power of the Zoho suite of applications, and share our top tip for how you can use Zoho Desk to enhance your customer support experience.

How Zoho Desk can transform your customer support offering

Manage Tickets Effectively: Zoho Desk's ticket management system allows you to organise, prioritise, and resolve customer enquiries efficiently. You can track ticket progress, assign tasks to team members, and keep detailed records of customer interactions.
Provide Self-Service Options: Empower your customers to find answers to frequently asked questions and resolve common issues on their own. Zoho Desk's knowledge base and self-service portal allow you to create a comprehensive repository of helpful resources, reducing the burden on your support team.
Automate Repetitive Tasks: Save time and effort by automating routine tasks, such as sending email notifications, escalating priority tickets, and triggering workflows based on specific criteria. Zoho Desk's automation rules free up your time to focus on more complex customer interactions.
Collaborate with Your Team: Zoho Desk facilitates seamless collaboration among team members, enabling you to share information, assign tasks, and provide joint support to customers. This collaborative approach ensures that no customer inquiry goes unanswered.
Track and Analyze Performance: Gain valuable insights into your customer support performance with Zoho Desk's comprehensive reporting and analytics tools. Track metrics such as ticket resolution time, customer satisfaction ratings, and agent productivity, enabling you to identify areas for improvement.

Zoho Desk Business Use Cases

Zoho Desk's versatility makes it a valuable tool for businesses across various industries.Here are a few ways of how Zoho desk can be used:

Ecommerce businesses can manage product enquiries, order issues, and refund requests promptly and effectively.
Consultants can handle client enquiries, project updates, and feedback efficiently.
Educational institutions can address student queries, resolve technical issues, and provide academic support.
Software development companies can provide timely technical support, bug reports, and feature requests management.

The beauty of Zoho Desk is how customisable and scalable it is. The platform can accommodate anything from solopreneurs to growing teams. Intuitive features mean it's simple to get started right away. By leveraging Zoho Desk as your customer service infrastructure, you gain the capabilities needed for responsive, streamlined support - a key ingredient for business growth.

How can Relativity help you

Relativity is a Zoho Authorised Partner, and Zoho Certified Professional Developer in East Sussex, supporting clients throughout the UK and the world. If you would like support implementing Zoho Desk in you business call Relativity on +44 1825 280123 or email info@relativity.co.uk

The Customer is King! How Well Do You Know and Communicate with Your Customers?

Mon, 17 Sep 2012 20:31:00 +0000

Do you have lots of customers? Or just a few regulars? Do you physically network? Or do you rely on word of mouth, social networking or even actively telemarket?. If the answer to any of those questions is yes then you should be running a Customer Relationship Management (CRM) System. CRM’s do not need to be complex, in fact CRM is more about your process than the system, the system is there to make your process simple, scalable and effective. So what is a CRM system? This can be as simple as collecting details on those contacts who are potential clients , those who can help you get clients, and even those contacts who are suppliers. But once you have that data you can go so much further than that, and this is where the ‘R for Relationship’ comes in and is where a system starts to make your life easier.

Do you make regular email contact with your clients and potentials and use a CRM system to standardise the contact no matter who sends out the email? This makes sures your story is strong and consistent.
Do you use a CRM system to track all communication with your customers and potentials no matter who made the contact or how they did it? This means that no matter how big you grow, the person doing the contact knows what has gone before.
Do you have a process for new clients or a programme of regular contact? Do you use a CRM to make sure the process happens and in a timely fashion engaging everyone in the business who needs to act?
Statistics. Do you know who is buying, who are your best clients, where they are from, how many ‘touches’ it takes, who your best salespeople are and what makes them best? A lot of business owners may have a ‘gut’ feeling about these sorts of statistics but a CRM system will allow you to see the facts, drill down further allowing you to target what works and improve what doesn’t.
Integrate. In an ideal world your CRM system will not stand alone it should integrate into or help do the process for other departments in the business, i.e. Raise PO’s and Invoices etc. Reducing or stopping double entry and setting business data free in a safe and secure manner to those who need it. This may not be directly measurable but it can make a business much more effective.

But CRM systems are only for those businesses who are ready, have the process in place, have staff who see the benefits of such a system and are willing to put in the extra work CRM system may involve, to see the final benefits. If any of these requirements are not met then the project is doomed for failure, this is not to say that you cannot make the business ready as part of the project. You should not underestimate the amount of training and promoting you may need to do internally to get the commitment the final project needs. But how do I select a system, there are so many choices? First you need to look at what you do now and are planning for in the future, where you do it, who you do it with, how good are your staff at learning new things, budget etc. This will determine, how flexible the system should be, what functionality it requires, how many and what sort of staff will use it, should you run it internally or externally in ‘ the cloud’, how much training and handholding is required.

At this point you start the research, whilst the initial research will uncover a huge number of CRM systems ( Google Search). If you have identified your requirements in the first stage this large number will quite quickly reduce to a manageable few (see below a few that we have had success with), at this point you can start parading your selection, most will allow you free reduced functionality/user systems (you may even find free is enough for you or at least to start with). Start asking questions of the developers/suppliers and talk to experts like us, no doubt your chosen system will have a following of users/partners who congregate in Groups on LinkedIn/Facebook/G+ or Product forums, these are an easy place to get answers, often unbiased.

Our Favourites

Salesforce: The granddaddy of them all, seen as the creme de la creme of Cloud based CRM systems, but often seen as complex.
Netsuite: So much more than CRM you could run your whole business on this from the Webshop to Accounts.
Zoho CRM: A simple but very flexible CRM system, the developers focus on integration into their other products and third party.
Microsoft-CRM: In the Cloud or on Premise a flexible system but seems to require a lot of work out of the box to get it to meet your needs
Capsule CRM: Very simple with the Core CRM functionality that most people need, tends to rely on third party system (that it integrates very well with) for functionality which is standard in other systems, such as email.
Insightly CRM: Insigthly to me unsightly but if you can get past this it is a very capable yet simple CRM system with teams and projects. Like Capsule and Zoho, Insightly has close ties to Google Apps for Business.
CallPro CRM: A call centric CRM system, ideal for telemarketers and those people who sell predominantly by the phone. Whilst a cloud driven system it can integrate into your phone systems to allow automatic dialling and includes features such as dynamic call scripts and integrated email marketing,

What CRM do you use? is it a formal system or do you just use a free flowing process based around contacts?