Act on your customers' voices in Zoho CRM

Act on your customers' voices in Zoho CRM

Dear Customers,

We hope you're well!

We are super excited to present a pivotal addition to VoC in Zoho CRM—the ability to act!

Customer feedback is directly proportional to customer experience, and in this customer-driven market, that feedback has a powerful influence on the growth and perception of the brand. Voice of the customer—both as a strategy and as a tool—taps into this demand.

As you might know, VoC in Zoho CRM gathers customer feedback from six channels, aggregates them, and subjects them to various analyses. As a result, you can scrutinize their feedback closely, get their pulse, and develop personas based on them. But we've realized that no matter how much these insights can benefit your business, action speaks louder.

Introducing VoC into advanced filters

Customers express feedback in expectation of spurring an action. This action can be a reaction to their complaints, a response to their queries, or a reconciliation of their grievances; whatever the case, actions are time-bound and vary based on the type of feedback received. That is, an action can't be standard for all customers and for all types of feedback. Thus, to be contextual across all settings and times, wse've incorporated VoC attributes like events, keywords, and responses in modules' advanced filters.

With this addition, you can filter records that have mentioned specific keywords, recorded a progression in their process, or expressed their contentment or discontentment, and then group them and develop strategies. You can encourage upselling, retain customers on the verge of churning, provide contextual information at the convergence stage, and more by performing mass actions on filtered records, like sending mass emails and making mass updates for records.

How is this achieved?
Recently, we announced an enhancement called cross-module filtering, which enables you to filter modules using values from related modules. For instance, you can filter contacts based on customer context, such as those whose associated deals are in the Negotiation stage.
We've deployed the same functionality so you can find records with certain attributes. VoC aggregates customer feedback as related modules based on their properties. These related modules are not visible to users and are used to conduct various analyses. Information from these related modules are used as filter attributes within the modules for which you've created your VoC dashboards.

Below are the related modules and their respective attributes being used in the filter:
VoC events: VoC events are occurrences or actions observed in customer records in relation to their responses. Whenever a customer triggers a record action, VoC will log that as an event and assess if there are any responses during or after a response to understand the response's relevance to the customer's actions. Unlike field filters (churn, recommendations, leads, deals, and activities), this filter displays customer records based on their actions during or after their response. Whether they're positive or negative, this helps develop contextual responses to customers' actions.

Below are events you can use to filter your records:
  • Churn events: The churn event filter yields records that churned out during or after a response. You can identify elements of their responses that may have indicated churn and develop measures to retain other records at risk of churning.
  • Lead events (applicable to the Leads module): Filter leads that were converted or lost during or after a response using this attribute.
  • Deal events (applicable to any sales module that are mapped as primary module ): Filter deals that have been won or lost during or after a response using this attribute.
  • Recommendation events: Filter records whose transactions have been successful as a result of cross-sell recommendations after a response using this attribute.
  • Call performance events: Filter customers to whom issue resolutions have been provided or to whom commitment or agreements have been made.
 
Alternatively, you can also filter records based on event times—for example, to determine when exactly after a response did the customer perform an action. This is another attribute that can help you identify behavioral links to particular actions.

VoC responses: Responses include replies or reactions gathered from feedback. You can filter records based on recorded emotions, intents, response times, response types, sentiments, and survey NPS scores, based on the channels you've integrated, as well as customers who aren't content with your brand, those who are planning to make purchase, or those who have submitted poor NPS scores. It's important to give priority to the insights derived from these responses, as these are customers that are either ripe for converting or at risk of churning.


VoC keywords: Keywords are notable terms mostly used by customers. Keyword usage can help determine customers' sentiments and intentions with regard to your brand, the purpose of their correspondence, and their purchase decisions.
You can filter records based on the keyword(s), keyword intent (purchase, complaint, query, etc.), keywords mentioned by agents (users from your organization), keywords mentioned by customers or agents, keyword sentiments (positive, negative, or neutral), and keyword types (general or competitor).

InfoNote: We've renamed the previous related module, VoC Inferences, to VoC Keywords to provide a clearer description of its function.
Let's look at a scenario:


For a customer-centric organization, this addition adds great value. You can identify your customers based on their sentiments, create exclusive targeting strategies to promote retention and mitigate churn, and optimize customer experience at scale.

We hope you use these VoC filter attributes and carry on with your customer correspondences with improved context!

Idea
Release plan: This filter parameters are available for all users in all DCs.

That's all folks! Thanks!

Kind regards,
Saranya Balasubramanian
Marketing - Zoho CRM

    • Recent Topics

    • [Free webinar series] Get to know Deluge: Zoho’s powerful scripting language

      Hello Everyone, We are much elated to invite you all to our upcoming session in Zoho Deluge! Bringing on to your table - Get to know Deluge: Zoho’s powerful scripting language Understanding Deluge Zoho’s suite of applications offers robust solutions for

    • Can I Integrate ADP Payroll with Zoho Books?

      Hi, I am hoping that I can integrate ADP Payroll with Zoho Books so that I do not need to manually input the payroll journal entries. Is this possible? If so, how do I do that?

    • Currency Field Does Not show commas upon entry - leading to inaccurate entries!

      Hello Zoho.. When our sales reps are entering deals and the profit/revenue it is difficult to accurately enter numbers with lots of zeros when there commas are NOT added until the record is saved. Could commas be added to this filed type as it is being

    • Portal orders

      Is it possible to set up an ordering system through the portal so that my customers can place orders through their portal?

    • Simplify Zoho API integration with Deluge’s invokeAPI task

      Hello all! Happy New Year! As we kick off 2025, we’re excited to share some of the latest updates to enhance your Deluge experience. While Deluge already offered robust API integration capabilities, we’ve taken it to the next level with the introduction

    • Default account for service invoice

      Hello, My client has some invoices for which he has entered a service description rather than using an item.  Is there a way to set the income account on this invoice, or can that only be done by using an item?

    • Issue with Missing Email on Reply or Forward

      مرحبًا بفريق دعم Zoho، أواجه مشكلة مع Zoho Mail. عند الرد على بريد إلكتروني أو إعادة توجيهه، لا تظهر الرسالة الأصلية أو البريد الإلكتروني المرسل بشكل طبيعي للمستلم. بدلاً من ذلك، يتم عرض رمز ثلاثي النقاط، ويتعين على المستلم النقر فوقه لعرض البريد الإلكتروني

    • Recommendations to store meeting notes for easy access from Contacts, Accounts & Deals module records?

      I would like your advice on how to achieve this use case for my organization. It’s related to where/how best to store meeting notes from a conversation with Contact(s) working at an Account (Company) in the context of a Deal. The ideal solution (from

    • Editing data in Related List tables

      Hi, we have a related list table showing many quotes on our Client record. At present, we have to edit each quote record by entering each record and then going back to the Client record. Is there a way to edit the various fields shown in the related list

    • ssue with Zoho Mail – Original Email Not Displayed Properly in Replies or Forwarded Emails

      Hello Zoho Support Team, I am experiencing an issue with Zoho Mail. When replying to or forwarding an email, the original message or the sent email does not appear normally to the recipient. Instead, a three-dot icon is displayed, and the recipient has

    • Simplify Zoho API integration with Deluge’s invokeAPI task

      Hello all! Happy New Year! As we kick off 2025, we’re excited to share some of the latest updates to enhance your Deluge experience. While Deluge already offered robust API integration capabilities, we’ve taken it to the next level with the introduction

    • Free webinar: Simplifying small business paperwork with Bigin and Zoho Sign

      As a Zoho Sign user, you already know the value of digital signatures. But did you know you can improve your document signing and management by integrating with Bigin, the easiest CRM for your business? We're hosting a free webinar on Jan 29, 2025 (Wednesday)

    • Tracking Emails sent through Outlook

      All of our sales team have their Outlook 365 accounts setup with IMAP integration. We're trying to track their email activity that occurs outside the CRM. I can see the email exchanges between the sales people and the clients in the contact module. But

    • How to create Sepa Direct Debit XML file: solution and code

      Even though Books provides a payment integration for Stripe and Gocardless (in Europe) there are customers that want to use the Sepa services of their own bank. Mainly because Stripe and Gocardless are quite expensive. In that case they would need a Sepa

    • CASE Module - email function

      HI there, I dont know if this has been asked or answered before as i couldnt find it on the forums. Issue: when a new case is raised, it goes under case tab and everything is captured. Then how do i send emails to the client who raised case with the details

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

      I am trying to setup the free version of Zoho Mail. When I tried to add my domain, theselfreunion.com I got the error message that is the subject of this Topic. I've read your other community forum topics, and this is NOT a free domain. So what is the

    • Automate pushing Zoho CRM backups into Zoho WorkDrive

      Through our Zoho One subscription we have both Zoho CRM and Zoho WorkDrive. We have regular backups setup in Zoho CRM. Once the backup is created, we are notified. Since we want to keep these backups for more than 7 days, we manually download them. They

    • Enhanced duplicate check for Leads in CRM

      Hello Everyone, We are excited to announce that you can now check for duplicate entries in leads by comparing them with similar records in the Contacts Module. Previously, when you added a lead, only the converted leads were checked for duplicates. This

    • remove one field

      we want to remove compensation amount field from our offer letter,As we are hiring interns we don't want compensation amount.

    • Context and convenience just got better with Zia's email intelligence

      Dear Customers, We hope you're well! We are in 2024, and email as a tool is only getting more powerful each day. While it enables seamless daily correspondences, we are here with a set of abilities that will enhance your user experience and save several

    • Bounced Emails

      Hello, Is there any chance we could have an alert for bounced emails in Recruit. This functionality is available in Zoho CRM. It would be really useful to be able to see at a glance who's messages have bounced back.

    • Images Added as Attachments to Email

      Hello, I am not sure if I am doing something wrong, but I am new to Zoho CRM.  I just created my first email template that contains about 5 images.  When I test out the email, it includes each of the images as an attachment to the email. Is there a way to remove this functionality/feature so that the images are shown in the email, but are not also included as attachments?   Thanks in advance.   Jo-Ann

    • Formula fields - Request for dynamic recalculation / proper implementation

      Hi Guys, I have a big problem with Zoho formula fields. They don't recalculate each time the record is viewed - only when a record is edited. Formula fields should be updated dynamically each time a record is retrieved. As an example: I have a formula

    • Its 2022, can our customers log into CRM on their mobiles? Zoho Response: Maybe Later

      I am a long time Zoho CRM user. I have just started using the client portal feature. On the plus side I have found it very fast and very easy (for someone used to the CRM config) to set up a subset of module views that make a potentially extremely useful

    • Using LinkedIn to generate contact/company information

      Hi, we are currently in the process of implementing Bigin. One thing we really miss is a functionality that automatically generates contact or company information based on an email address or name/address. Before switching to Bigin, we were using Teamleader,

    • How can I visualize the events of a pipeline records?

      Hi I need a list of events, including the date and address of the event related to the pipeline record. Can I do that? I know that for every pipeline record I can create events associated (Tasks, events, calls). But what I need it is an easy way to get

    • Caso de Uso | Fermax omnicaliza su atención al cliente con Zoho Desk

      “Zoho Desk nos ha permitido gestionar la omni-canalidad. Ahora nuestros clientes puedan comunicarse con nosotros desde cualquier plataforma", José María Vázquez, CTO de Fermax. ¡Hola, Español Zoho Community! Sabéis que nos encanta compartir cómo otros

    • Zoho Creator HTML Snippet - Can't get list to iterate

      Hi! I'm trying to create an HTML Snippet on a page in Zoho Creator and would like to create an HTML table pulled from a list of time entries that I have in a form. I have successfully pulled the collection of time entries, but the code that I have built

    • Issue with Exact Phone Number Match in Zoho CRM Search Record API

      Hello Everyone, I am working on a custom function that works as a REST API. This function receives API calls via a third-party webhook, where the payload data contains various details, including phone numbers, names, dates, etc. A single payload can contain

    • Ticket owner for desk ticket can't be set using Zapier "Create ticket" function.

      I have a step in my zap where I create a ticket in desk, everything works fine apart from setting the Assignee (Ticket owner in desk). When I look at the data sent to the API the assignee variable has no data I can set the assignee (Ticket owner) if I

    • Form to update a CRM contact field

      Hello I need an help as I am going crazy. I need to create a form where there is a dropdown field with the contacts of Zoho crm (if possible filtered on the base of a field) and where other fields will be be automatically fetched with zoho crm data as

    • How to Automatically Populate the Deal ID in the Parent Lead After Creating a New Deal with Blueprint?

      Hello Everyone! 🎉 I wanted to share a solution to a problem that some of you might have encountered. In Zoho CRM, when creating a Deal from a Lead using a Blueprint, data can only flow in one direction—from the Lead (parent) to the Deal (child). But

    • Easy way to delete attachments

      I've reached my data limit and would like to run a view/report, and mass delete attachments. Is there an easy, fast way to do this? Moderation Update: Post Summary: There are two features the post discusses a) Easy way to remove Email attachments Will

    • Strange pop up windows when sales order saving.

      Hi, May I ask what's the meaning of this pop up window. Our client script don't have this setting..

    • Issue with Navigating Components in App Localization

      While using the app localization feature in Zoho Creator to translate my apps into a new language, I encountered an issue that made it difficult to navigate between different components (forms and reports) and add translations. The feature would only

    • Add home page or dashboard in CRM customer portal

      is it possible to add home page or dashboard in CRM customer portal?

    • Not getting copy of emails sent from Zoho CRM in my email sent box

      Where is the setting to make sure I receive a copy of an email I sent to a contact in the CRM in my email SENT folder?  (I use gmail) Thanks

    • Feature Request: Mass update selected Contacts to Accounts

      I can't believe this isn't an ability already. It's a quick fix that would save hours of manual entry time. This looks like it had been requested 3-4 years ago with no answers from staff! Please add all contact fields into the "mass update" menu. You

    • Workload Reports

      Under Reports > Workload Reports, would it be possible to get Kanban view sorted by Task Owner? Seems like it'd be an easier/ quicker view of how many tasks are assigned to each user and what status they're at. Also gives you more information about the

    • Can you sync CRM contacts to TeamInbox?

      Can you sync CRM contacts to TeamInbox? Or at least upload them? From what I can see, you have to enter them manually one at a time.

    • Next Page