Case Study: Cartika achieves omnichannel customer satisfaction with Zoho Desk

Cartika delivers on omnichannel customer satisfaction, with Zoho Desk.

Cartika, a managed services and IaaS provider, needed a robust customer support solution to handle mission-critical, multichannel customer interactions efficiently as they grew. They sought to move from their previous platform, Salesforce, to a system that could help them maintain prompt responses and manage the overall customer experience without difficulty, leading them to the vendor Zoho Desk and its customer service software.

By implementing Zoho Desk, Cartika unified its support channels into a single screen for agents, integrated customer data with CRM, and empowered customers with an AI-assisted self-service portal embedded in their infrastructure management console. The Zoho Desk solution automated ticket routing and process management, used AI for sentiment analysis and anomaly notifications, and provided key performance indicators. As a result, Zoho Desk helped Cartika create strong market differentiation, drive consistent growth, and automatically track vital metrics like customer happiness and first-response times.

Cartika

Matt Cianfarani

Director of Technical Sales and Support