Zoho support is neat when you compare against any other big tech.
They are kind of slow at developing features, for instance you can't set up new tags/folders for email in the phone app, only on desktop, and this has been like that since beginning of times.
Thats great. The "I want to do everything on my phone" folk need to be told NO at some point. A somewhat cluttered but usable desktop interface cramped fully onto a tiny phone screen will have to much nested menu options to be able to discover things. I went into this dead end more often than I should have, wasted a lot of time until I finally started wondering what the hell I was thinking. The funniest was a long side menu next to a pdf. One could add all kinds of information and pick formatting and styling. On a phone you couldn't even see the pdf. Endless sub menus. Truly hilarious. I also one time build an advanced search interface with so many options it was.. uhh... completely unusable.
There are more smartphones in use than people on the planet so it stands to reason that for many, the smartphone IS their interface to the world the way the desktop was (and maybe still is) for many of us. Seems more like an opportunity to implement a different design paradigm than something to be dismissed outright.
If you care more about land-grabbing users to aggregate demand (https://stratechery.com/aggregation-theory/) then you can develop what users wants, get them onboard, and then start squeezing profits out of that. That is what Google, Facebook, Netflix, Amazon, Apple, Facebook et al did. Here we are with ads on freemium products, and now the data we generate are more valuable to feed to train AIs.
If you're trying to sustainably develop features to support users, even if the pace of the feature development is very slow, I think that is what we are seeing with Zoho.
They are kind of slow at developing features, for instance you can't set up new tags/folders for email in the phone app, only on desktop, and this has been like that since beginning of times.