[Early Access] Voice of the Customer (VoC) for Zoho CRM

[Early Access] Voice of the Customer (VoC) for Zoho CRM

Happy new year, everyone!
We have an exciting addition to our suite of features and would like to introduce you to VoC (Voice of the Customer) for Zoho CRM, powered by Zia.
 
2023 is definitely the best time to be a customer with rapid innovations and advancements in the field of CX. Brands these days lose customers within minutes if they refuse to pay attention to what they're saying. The right VoC tool can help you stay on top of your CX game!
 
VoC for Zoho CRM offers insights into your customers' needs and sentiments which can translate into effective problem redressal, better planning and increased revenue.It also provides context from your CRM data and helps you get a clear picture of what your customers feel or expect from the product/service. While the end goal of VoC may look like just running customer satisfaction polls, it's not merely the act of putting out these surveys. Launching and carrying out customer satisfaction polls won't help a business truly understand their customers. The end goal of VoC is much deeper— it is about listening to your customers and valuing their thoughts, and using these insights for your business to thrive.

 
Use case
For example, an electronics store that sells laptops and mobiles also provides servicing of these products. The customer and product details are stored in CRM. They regularly send out surveys to gather customer feedback on the products and services. Additionally, they have a separate customer support team to help resolve challenges with products. The company notices a drop in their revenue in spite of the offers and discounts they've rolled out. Manually studying customer purchase patterns and collating feedback from multiple communication channels will cost a business valuable time that can be invested to develop the business further. The answer to this problem lies in automating such processes with better visualization of data within a centralized platform. VoC for Zoho CRM aims to digest customer information and make these results available for users in a single place to grasp information quickly and make goal-oriented as well as contextually-rich modifications to business plans and processes. 

How to use VoC?
VoC for Zoho CRM can be activated under "Zia", located on the settings page within CRM.
 
Once you click the 'Get Started' button, the activation page opens. Click 'Activate'.

 
VoC for Zoho CRM is trained to conduct sentiment and intent analysis, keyword extraction, emotion & root cause analysis, customer trend analysis and predictions. It presents several accurate dashboards within your CRM account that showcase customer opinions on your business, competitor activity and sentiment, as well as the customer emotion behind emails, surveys and customer feedback.
 
Let us take a look at different dashboards that can help the management identify the root cause of inconsistencies in results and chalk out next steps to resolve them quickly. 
 
The Sentiment-based Profile Analysis
The Sentiment Dial Analysis chart provides you with an overall picture of the customer sentiment shared across multiple communication channels such as surveys, emails, and customer ratings.

The dial chart shows that the overall sentiment expressed by the customers is on the negative end. This analysis incorporates the feedback from Desk, Survey and CRM emails. With a conservative approach that doesn't incorporate  VoC, this requires a separate team to gather the feedback, digest it and incorporate it into business activities. 
 
Even though this dial chart gives you a fair idea of the customers' views, the management needs more clarity on where the problem lies to increase customer satisfaction.
 
The frequently occurring keywords by sentiment narrow down the customer views expressed.

In the image above, the words in green have been used in a positive connotation by the customers. We can infer that customers are happy with the service, hospitality and price list. Whereas, delivery, policy and safety haven't been our strongholds. Therefore, we can now focus on improving our delivery, safety and privacy policies.
 
A drill down of the number of customers and channels from where their feedback has been gathered can also be viewed a table.

VoC for Zoho CRM helps you derive powerful insights on customer opinions and sentiment by processing data in minutes from several communication channels without burdening your team.

Response-based sentiment analysis
VoC for Zoho CRM captures the underlying emotion and intent behind customer responses and categorizes them by sentiment, intent, medium and revenue based on a particular timeframe.

This chart paints an overall picture of the positive, neutral, and negative feedback count based on the responses gathered via surveys and customer rating.
 
The Sentiment Cohort chart, a variation of the above, showcases the customer feedback with respect to the timeframe.

There are a few more dashboards that VoC offers to extract insights from - Competitor analysis, Cross-sell Analytics and Survey comparison.
 
Competitor Analysis
Staying on par with our competitors is an important aspect of customer satisfaction and retention. VoC helps in this regard by offering prominent insights. If the deal closure rate has come down after the mention of the competitor, we can focus on our offerings against our competitors'.

 
Cross-sell Analytics
Cross-sell Analytics in VoC is designed to measure the effectiveness of cross-selling efforts. Zia studies the feedback after a cross-sell initiative is made and whether it is positive or negative. Depending on the feedback collected, it predicts the right product/service.

 
Survey comparison
These dashboards come in handy when you want to evaluate your marketing efforts. If the customer feedback for an email offer is positive, you can plan your marketing strategies based on it. You can also improve your product/services based on survey responses.

 
 
Listed below are the different charts that VoC supports -
1. Pie chart and donut chart
2. Line graph
3. Bar graph—single, multi, stacked
4. Cohort
5. Quadrant
6. Waterfall
7. Gauge chart/ Dial chart
8. Anomaly dashboards
9. Word-cloud and Table
 
Please click here to watch a video about  VoC for Zoho CRM to gain a deeper understanding of the feature.
 
Prerequisites/Notes:
 
  1. VoC insights are available for surveys, customer rating and emails, using Zoho Survey, Zoho Desk and Email integration (IMAP) respectively.
  2. Zia Competitor Alert should be configured for the competitor analysis dashboard. Additionally, Zia Recommendation needs to be configured for the cross-sell analytics dashboard.
  3. All insights are a result of processing historical data. Collection of relevant data will be initiated upon activation of VoC and we will be processing this data over a period  of three months.
  4. Currently only admin profile users can view the VoC tab.
 
 
Pricing
VoC will be available for Zoho CRM to begin with. This will be a priced offering. The final pricing and editions supported will be announced during the time of public release.
 
What's in the roadmap
a) Option to customize  dashboards and charts
b) Identify our vanishing customers and declining products
c) Evaluating strategies to attain a target
d) Feedback Summaries, and much more.
 
Please click here to get early access to VoC for Zoho CRM. We would love to hear your feedback and can't wait for you all to try this.
 
Note: 
Early Access for customers: The Early Access to VoC is provided only for organizations with a license count greater than or equal to 20.

    • Recent Topics

    • Full Context of Zoho CRM Records for Zia in Zoho Desk for efficient AI Usage

      Hello everyone, I have a question regarding the use of Zia in Zoho Desk in combination with CRM data. Is it possible to automatically feed the complete context of a CRM record into Zia, so that it can generate automated and highly accurate responses for

    • Knowledge base printing

      I saw a posting about printing the knowledge base as I was looking for the answer, but we would like the ability to print out the entire knowledge base with a click, keeping the same organization format.   Bonus would include an index of keywords and

    • Search not working!

      I have items in my notebook tagged but when I search for a tag nothing comes up! Any fix for this?

    • Zoho Books | Product updates | January 2026

      Hello users, We’ve rolled out new features and enhancements in Zoho Books. From e-filing Form 1099 directly with the IRS to corporation tax support, explore the updates designed to enhance your bookkeeping experience. E-File Form 1099 Directly With the

    • Updates for Zoho Campaigns: Merge tag, footer, and autoresponder migration

      Hello everyone, We'd like to inform you of some upcoming changes with regard to Zoho Campaigns. We understand that change can be difficult, but we're dedicated to ensuring a smooth transition while keeping you all informed and engaged throughout the process.

    • File Upload field not showing in workflow

      Hi, I have added a field on Zoho CRM. I want to use it in a workflow where that particular field is updated based on another field, however it is not showing up in the field list to select it in the workflow. Why is this please?

    • Drag 'n' Drop Fields to a Sub-Form and "Move Field To" Option

      Hi, I would like to be able to move fields from the Main Page to a Sub-Form or from a Sub-Form to either the Main Page or another Sub-Form. Today if you change the design you have to delete and recreate every field, not just move them. Would be nice to

    • How do i integrate google analytics to Zoho Campaigns?

      Looking to track Zoho Traffic from email Current topic is outdated

    • How do teams manage meeting follow-ups across Zoho tools?

      We’re using Zoho tools for collaboration and tracking, but managing meeting notes, action items, and follow-ups across teams is still challenging. Curious how others are handling this within Zoho workflows. Are there best practices or integrations that

    • Adding a Deal to and Existing Contact

      I want to easily add a Deal to an existing Contact. If I click on New Deal on the Contact page this currently this is what happens: All of the mandatory field (and other field) information exists within the Contact. Is there a simple way for it to automatically

    • Zoho Sprint Backlog View, filter by item status

      Hello, In Zoho Sprints, it would be great to be able filter out specific items in the Backlog based on their status. We would like to track items that were Removed from our backlog without seeing them constantly in the Backlog view, as this view should

    • Customize Colors used on graphs and charts according to users desire.

      It would be great if we could customize the graph's colors as we see fit. I hate that yellow is always the default color!

    • Let us view and export the full price books data from CRM

      I quote out of CRM, some of my clients have specialised pricing for specific products - therefore we use Price Books to manage these special prices. I can only see the breakdown of the products listed in the price book and the specialised pricing for

    • Mejoras urgentes para ZOHO MEETING

      Tengo unos meses usando Zoho Meeting. En general, es buena, pero hay cosas vitales que no logra cumplir con mínima calidad. 1) Calidad de audio y video: urge mejoras. Audio con retraso, imagen borrosa, mal recorte de silueta con fondos virtuales. Además,

    • Multiple header in the quote table???

      Hello, Is it possible in Zoho CRM to add multiple headers or sections within the Quote product table, so that when the quote is printed it shows separate sections (for example “Products” and “Services”)? To clarify, I’m asking because: This does not appear

    • Saving sent email campaign as PDF

      I'm looking to add all campaigns sent to an archive folder in sharepoint. Is there anyway to accomplish this in Zoho Flow ? I'm falling at the first hurdle ... can I automatically save a sent campaign as a PDF to a folder location ?

    • Exporting All Custom Functions in ZohoCRM

      Hello, All I've been looking for a way to keep about 30 functions that I have written in Zoho CRM updated in my own repository to use elsewhere in other instances. A github integration would be great, but a way to export all custom functions or any way

    • How can Data Enrichment be automatically triggered when a new Lead is created in Zoho CRM?

      Hi, I have a pipeline where a Lead is created automatically through the Zoho API and I've been trying to look for a way to automatically apply Data Enrichment on this created lead. 1) I did not find any way to do this through the Zoho API; it seems like

    • Conditional Layouts On Multi Select Field

      How we can use Conditional Layouts On Multi Select Field field? Please help.

    • Make CAMPAIGNS email look as simple as possible

      Hi there I'm trying to make my Campaigns email look as much like a normal email as possible. I'm a bit stuck with the "justification" of the email email block. Can I LEFT JUSTIFY the "whole email" to make it look "normal"? (Please see screenshot attached)

    • Appreciation to Qntrl Support Team

      We are writing this topic to appreciate the outstanding level of support from Qntrl Team. We have been using Qntrl since 2022 after shifting from another similar platform. Since we joined Qntrl, the team has shown a high level of professionalism, support,

    • How can I hide "My Requests" and "Marketplace" icon from the side menu

      Hello everybody, We recently started using the new Zoho CRM for Everyone. How can I hide "My Requests" and "Marketplace" from the side menu? We don't use these features at the moment, and I couldn't find a way to disable or remove them. Best regards,

    • Whatsapp Integration on Zoho Campaign

      Team: Can the messages from Zoho Campaign delivered through Whatsapp... now customers no longer are active on email, but the entire campaign module is email based.... when will it be available on whatsapp.... are there any thirdparty providers who can

    • Quotes Approval

      Hey all, Could you please help in the following: When creating quotes, how to configure it in a way, that its approval would work according to the quoted items description, not according to quote information. In my case, the quote should be sent to approval

    • Mandatory Field - but only at conversion

      Hello! We use Zoho CRM and there are times where the "Lead Created Date & Time" field isn't populated into a "Contractor" (Account is the default phrase i believe). Most of my lead tracking is based on reading the Lead Created field above, so it's important

    • Different Task Layouts for Subtasks

      I was wondering how it would be possible for a subtask to have a different task layout to the parent task.

    • Enable Free External Collaboration on Notecards in Zoho Notebook

      Hi Zoho Notebook Team, I would like to suggest a feature enhancement regarding external collaboration in Zoho Notebook. Currently, we can share notes with external users, and they are able to view the content without any issue. However, when these external

    • Using data fields in Zoho Show presentations to extract key numbers from Zia insights based on a report created

      Is it possible to use data fields in Zoho Show presentations along with Zoho Analytics to extract key numbers from Zia insights based on a report created? For example, using this text below: (note that the numbers in bold would be from Zia Insights) Revenue

    • Free webinar: AI-powered agreement management with Zoho Sign

      Hi there! Does preparing an agreement feel like more work than actually signing it? You're definitely not alone. Between drafting the document, managing revisions, securing internal approvals, and rereading clauses to make sure everything still reflects

    • WhatsApp Channels in Zoho Campaigns

      Now that Meta has opened WhatsApp Channels globally, will you add it to Zoho Campaigns? It's another top channel for marketing communications as email and SMS. Thanks.

    • CRM For Everyone - Bring Back Settings Tile View

      I've been using CRM for Everyone since it was in early access and I just can't stand the single list settings menu down the left-hand side. It takes so much longer to find the setting I need. Please give users the option to make the old sytle tile view

    • Lets have Dynamics 365 integration with Zohobooks

      Lets have Dynamics 365 integration with Zohobooks

    • Add notes in spreadsheet view

      It would be great if we could Add/edit notes in the spreadsheet view of contacts/leads. This would enable my sales teams to greatly increase their number of calls. Also viewing the most recent note in the Contact module would also be helpful.

    • Boost your Zoho Desk's performance by archiving tickets!

      The longer your help desk operations are, the more likely it is to accumulate tickets that are no longer relevant. For example, ticket records from a year ago are typically less relevant than currently open tickets. Such old tickets may eventually lead

    • Opening balances - Accounts Receivable and Payable

      Our accounting year starts on 1st August 2013 and I have a Trial Balance as at that date, including Accounts Receivableand Accounts Payable balances, broken down by each customer and supplier. Q1 - do I show my opening balance date as 31st July 2013 or

    • Announcing Kiosk 1.1 - Customize screen titles, configure new fields & actions, use values from your Kiosk to update fields, and more.

      Hello all We are back again with more enhancements to Kiosk. So what's new? Enhancements made to the Components Add titles for your Kiosk screens and adjust its width to suit your viewing preferences. Three new fields can be added to your screen: Percentage,

    • Limited System because of Limited Number of Fields for Car Dealership

      Dear Zoho Support, we want to have all the information about a car inside of a car record. We want to have Zoho CRM as our single source of truth for our data, but the limited number of fields are not allowing that. The data consist of: technical data

    • Cancel Subscription

      Hi , Im want to cancel my account but without success please help me to do it

    • Making an email campaign into a Template

      I used a Zoho Campaign Template to create an email. Now I want to use this email and make it a new template, but this seems to be not possible. Am I missing something?

    • Direct Access and Better Search for Zoho Quartz Recordings

      Hi Zoho Team, We would like to request a few enhancements to improve how Zoho Quartz recordings are accessed and managed after being submitted to Zoho Support. Current Limitation: After submitting a Quartz recording, the related Zoho Support ticket displays

    • Next Page