Bringing in reviews from anonymous source into VoC analyses

Bringing in reviews from anonymous source into VoC analyses

  1. A loyal customer might be praising your product in a forum.
  2. A frustrated user could be posting a harsh review on a public site.
  3. An excited partner may have left a comment on your campaign.
  4. A domain expert might be deconstructing your product.
  5. A prospect could be inquiring about pricing before ever contacting you.
These conversations are your business's reality in the outside world. However, most businesses rely only on responses from known sources like surveys, support tickets, and emails to analyze their customer experience (CX) stance.

While they are your customers' truths, these direct responses are often limited in terms of purpose. That is, support tickets are limited to specific problems, emails are limited to their specific contexts, and each survey response is limited by its options. These are instances of feedback, but they don't capture the whole CX picture.

For a 360° picture of your CX, you need a setup that gives you insights from both inside and outside your business's purview. That's why in Zoho CRM we introduced the ability to use your market as a data source in a previous update, which enables you to associate the module that stores customer reviews as a data source so that customer reviews outside your business are also included in your CX analyses.

However, your customer experience is not limited only to your customers; it applies to anyone who's getting to know your business.

So today, we bring to you the ability to track comments submitted by consumers that are not in your contact list, who we'll call unknown responders.
There are a number of ways you can source these reviews and responses and import them into VoC. The illustration depicts a few:


With these facilities in place, let's understand how tapping into anonymous reviews could help your business using a few use cases:
 
Understanding the market's pulse: Determine pricing and positioning
Let's say you own a real estate brokerage that deals with premium properties in the Bay area. Before launching a one-of-a-kind property into the market, you'd like to gauge the market's interest while simultaneously assessing their expectations so you can determine your pricing and positioning strategies. Accordingly, you roll out a few mystery advertisements on a video streaming platform and host anonymous surveys on your website.
 
By subjecting these reviews to CX analyses, you're able to identify market sentiments, common expectations, opinions, and more. This gives you an opportunity to develop the right messaging and positioning strategies even before you list the property.

Give the market what it wants: Curate trending solutions
Or let's say you're a DIY holiday planner that offers a wide range of travel packages. In addition to your seasonal package, you also curate destinations based on conversations and engagement data from your social media handles. You can bring in comments, DMs, hashtags, and mentions from followers who aren't necessarily customers into your CRM, as well as collate suggested locations, identify sentiments and intents, and assess volume to determine what the market wants from your business.
 
Assess product demand before the rollout date
Businesses can anticipate product demand based on the acceptance the market shows. You can use responses to your campaigns, surveys, blogs, and more to compare the level of purchase intent between your customers and the market. Accordingly, you can plan production, open pre-order reservations, and more.

Between your market and your business lie your prospects—the people that try your product before making purchase decisions. As prospects interact with your product, they develop opinions, and their feedback can introduce insights your business hasn't discovered yet. Compare these findings with those of your customers and market, incorporate fixes in your roadmap, and keep evaluating and enhancing your product's user experience while you convert them into customers.

Analyze brand reviews submitted to resellers, affiliates, or aggregators
Your partners, affiliates, resellers, and aggregators often stand in for your brand in their local markets. You can channel reviews from their customers into your VoC to conduct collective CX analyses.

Quote
  1. Be it a user with a stealth social handle predicting what’s new in your business
  2. Or, an avid follower contributing business ideas in your social profile
  3. An exploring prospect curious to try out your product
  4. A customer that isn't dealing with your brand directly.

These sources offer a wealth of insights that you didn't realize existed in the outer world. By tapping into these reviews, you can:
  1. Bring your prospects' expectations, concerns, and doubts into your system even before they enter your pipeline.
  2. Witness how the market compares your business with your competitors.
  3. Compare how your prospects and customers talk about your business.
  4. Assess churn risk and forecast outcomes.
  5. Devise strategies and prevent pitfalls.

All you have to do is to map the module where you store your reviews—regardless of whether you use it in your VoC configuration or not—and choose the review field. VoC will then be able to show insights that include these anonymous reviews.


There–that's all you need to get anonymous reviews in your VoC analyses. At Zoho CRM, we realize the influence customer experience has in the sales pipeline, and to accelerate conversions, we're developing more CX-focused updates as part of VoC. We hope you try them out in your organization and let us know how you like them, as well as what kinds of enhancements you're looking for, so we can improve our VoC portfolio.
 
Availability: VoC is available in trial mode for organizations in the following editions and DC.


Notes
Release plan: 
  1. This enhancement is open for customers in US, IN DCs. Customers in EU, AU, and SA DCs will get this enhancement shortly.
  2. Resources: Next gen doc | CRM 1.0
That's all for now. See you soon 👋
 
Thanks and have a good one!
 
Kind regards,
Saranya Balasubramanian

    • Recent Topics

    • Unable to mass update a picklist field

      Hello, I have the records within our Accounts module divided between two account types: Parent Accounts & Member Accounts. I am attempting to mass update accounts from one picklist value to the other (within other specific criteria in our custom fields)

    • Process checklist in CRM

      Hi We've created a new sales process that I'm mapping into the CRM - issue I have is that some of the tasks / milestones I would like to capture require very simple tick box responses but there are quite a few under a variety of sub categories so I don't

    • CRM project association via deluge

      I have created a workflow in my Zoho CRM for closing a deal. Part of this workflow leverages a deluge script to create a project for our delivery team. Creating the project works great however, after or during the project creation, I would like to associate

    • Manage control over Microsoft Office 365 integrations with profile-based sync permissions

      Greetings all, Previously, all users in Zoho CRM had access to enable Microsoft integrations (Calendar, Contacts, and Tasks) in their accounts, regardless of their profile type. Users with administrator profiles can now manage profile-based permissions

    • Holidays - Cannot Enter Two Holidays on Same Day

      I have a fairly common setup, where part-time employees receive 1/2 day's pay on a holiday and full-time employees receive a full day's pay. Historically, I've been able to accommodate this by entering two separate holidays, one that covers full-time

    • Where is the settings option in zoho writer?

      hi, my zoho writer on windows has menu fonts too large. where do i find the settings to change this option? my screen resolution is correct and other apps/softwares in windows have no issues. regards

    • Zoom Phone SMS Integration

      Requesting Zoom SMS capabilities to be integrated by Zoho CRM to capture a related SMS conversation logged to the lead, contact etc..

    • Passing the CRM

      Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine when

    • File emails in Shared email folder

      Hi, I am unable to allow users to collaborate in Shared email folders: User 1 shares a folder let's say "SharedTopic" with full permissions Users 2 and 3 can see this folder but are unable to add emails to this folder or search in this folder. For example,

    • No funcionan correctamente el calculo de las horas laborales para informe de tickets

      Hola, estoy intentando sacar estadísticas de tiempo de primera respuesta y resolución en horario laboral de mis tickets, pero el calculo de horas en horario laboral no funciona correctamente cree los horarios con los feriados : Ajusté los acuerdos de

    • How create a draft via workflow?

      I wish to create a workflow rule for specific emails that creates a draft response - not an automatic email reply, but just a draft with a set response ready to be verified by an agent who can then manually select recipients. Alternatively, the workflow

    • Ticket layout based on field or contact

      Hi! I want to support the following use-case: we are delivering custom IT solutions to different accounts we have, thus our ticket layouts, fields and languages (priority, status field values should be Hungarian) will be different. How should I setup

    • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

      Hi Team, when I,m trying to create a email account (imagixmidia.com.br) it's showing this error >>  This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details plz help me  thanks

    • How to manage task lists in Zoho Desk?

      Hello, I use Zoho Desk for IT customer support. I have a list of standard operating procedures (SOPs), including SOPs for onboarding new users, offboarding users, losing a device, etc. These are lists of tasks to be performed depending on the situation.

    • Zoho → ShipStation Integration – Sales Order–Driven Fulfilment Workflow

      Hello All, I’m reaching out to explore the best way to integrate a shipping tool into our inventory which will speed our process up. We are looking to integrate ShipStation into our existing order-to-fulfilment workflow, as we’re keen to standardise on

    • Business Day Logic Update: More Accurate Scheduling for Your Workflows

      Hello everyone, We’re improving how business-day calculations work in workflows, especially when triggers happen on weekends. This update ensures that offsets like +0, +1, and +2 business days behave exactly as intended, giving you clearer and more predictable

    • Convert Lead Automation Trigger

      Currently, there is only a convert lead action available in workflow rules and blueprints. Also, there is a Convert Lead button available but it doesn't trigger any automations. Once the lead is converted to a Contact/Account the dataset that can be fetched

    • Default Tagging on API-generated Transactions

      If one assigns tags to an Item or Customer, those tags get auto-populated in each line item of an Invoice or Sales Order when one creates those documents. However, if one creates the Sales Order or Invoice via the API (either directly coding or using

    • User

      If user is already part of manage engine endpoint central , what hapens when i try to add them to another Zoho org / directory? Are these users added as external users?

    • Adding a new section to the related details sidebar when creating a new ticket.

      Hello, I was wondering if you can add a new section to the related details sidebar when creating a new ticket. I was wanting to have it to where it also shows the account information related to the contact chosen as well. This is the section I am referring

    • Posibility to add Emoticons on the Email Subject of Templates

      Hi I´ve tried to add Emoticons on the Subject line of Email templates, the emoticon image does show up before saving the template or if I add the Emoticon while sending an Individual email and placing it manually on the subject line. Emoticons also show

    • Displaying only unread tickets in ticket view

      Hello, I was wondering if someone might be able to help me with this one. We use filters to display our ticket list, typically using a saved filter which displays the tickets which are overdue or due today. What I'd really like is another filter that

    • How to compare a subform lookup field that allows multiple entries when edited

      I have a form with a subform with multiple fields. One of the fields is a lookup field that allows a multi select. On edit validation, I want a workflow to execute only when the entries in that subform field has changed. The old. function is not working

    • Is Zoho Shifts included in the Zoho One plan?

      In case the answer is no: there's any plan to make it available via One? Thank you

    • Creating a Chart from a Report

      In Zoho Analytics, is it possible to create a chart from a Pivot View report? We are looking to use Zoho Analytics to replace Excel for Sales reports and would like to be able to show both the table and the chart together.

    • Zoho Tracking Image location

      So we've been having an issue with tracking email opens. Specifically in Gmail. Our emails are not that long either, maybe 4 sections of image/250 characters of text/button per section.  But all my test accounts I used via Gmail we're showing opens. But then come to find out the tracking image is at the very bottom of the email. So If the message is clipped (It always just clips our social icons on the bottom) and the user doesn't click the show more button it never tracks the open.  Looking at other

    • Is there a plan to integrate zoho voice with zoho books?

      Hello, Is there a plan to integrate zoho voice with zoho books? Right now we are using the Twilio SMS integration into zoho books, but have recently decided to switch to zoho voice for calls and sms. Is there a plan to integrate zoho voice natively into

    • Zoho Tables is now live in Australia & New Zealand!

      Hey everyone! We’ve got some great news to share — Zoho Tables is now officially available in the Australian Data Center serving users across Australia and New Zealand regions! Yes, it took us a bit longer to get here, but this version of Zoho Tables

    • Delivery and handling of documents e-stamped using Zoho Sign

      Hello everyone! Zoho Sign makes it easy to pay non judicial stamp duty online and automatically attach the digitally generated e-stamp challan to electronic documents. We also manage the delivery of physical e-stamped papers. We periodically receive these

    • Introducing Dedicated Modules for Plans, Addons, and Coupons in Zoho Billing

      We’ve enhanced the way you manage Plans, Addons, and Coupons in Zoho Billing. Previously, all three grouped together under Subscription Items. Now, each one has its own dedicated module, giving you a cleaner and more intuitive experience. This update

    • Sortie de Zoho TABLE ??

      Bonjour, Depuis bientôt 2 ans l'application zoho table est sortie en dehors de l'UE ? Depuis un an elle est annoncée en Europe Mais en vrai, c'est pour quand exactement ??

    • Zoho Forms API

      Is there any way to get all form entry list using API? Looking forward to hear from you

    • Issue with WhatsApp Template Approval and Marketing Message Limit in Zoho Bigin

      We are facing issues while creating and using WhatsApp message templates through Zoho Bigin, and we request your clarification and support regarding the same. 1. Utility Template Approval Issue Until December, we were able to create WhatsApp templates

    • How to install Widget in inventory module

      Hi， I am trying to install a app into Sales Order Module related list, however there is no button allow me to do that. May I ask how to install widget to inventory module related list?

    • Zoho Social - Feature Request - Reviewer Role

      Hi Social Team, I've come across this with a couple of clients, where they need a role which can review and comment on posts but who has no access to create content. This is a kind of reviewer role. They just need to be able to see what content is scheduled

    • Zoho Social - Feature Request - Non-US Date Format

      Hi Social Team, I have noticed that there is no option to change the date format from US mm/dd/yyyy to others like dd/mm/yyyy. It would be great to see this added as the platform matures. Thanks for considering this feedback.

    • Drop Down Value

      Hi, May I know why Zoho Flow treat this drop down as number and not as string. If so, how can I fetch the right value for filtering. This field is from Creator, in Creator upon checking by default it is a string since it's not a lookup field.

    • Zoho CRM's mobile apps: A 2025 Recap

      2025 marked a year of steady progress for Zoho CRM's mobile apps. We rolled out several updates and features to improve usability and make everyday CRM work a lot easier to manage. Here’s a look back at some of the key releases from 2025. Android releases

    • Dependent / Dynamic DropDown in ZohoSheets

      Has anyone figured out a way to create a Dropdown, the values of which is dependent on Values entered in the other cell ?

    • Facebook follower count doesn't match FB Analytics

      Hi all, I am wondering if anyone else has issues with follower counts for Facebook not matching FB's native analytics tool. On the Zoho dashboard, it's showing 1,007, but FB shows 1,060. All the other channels match up. Any insights are much appreciated!

    • Next Page