[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

    • Assign Income to Project Without Invoice

      Hello, Fairly new user here so apologies if there is a really obvious solution here that I am just missing... I have hundreds of small deposits into a bank account that I want to assign to a project but do not want to have to create an invoice every time

    • Tracking Non-Inventory Items

      We have several business locations and currently use zoho inventory to track retail items (sales and purchase orders). We were hoping to use zoho inventory to track our non-inventory items as well (toilet paper, paper towels, etc). I understand that we

    • Profile Page View Customization

      I need to change the fields, sections from the profile view of an emplyoyee.

    • Zoho Desk Android app update: Filter, Sort and Saved filters Enhancements

      Hello everyone! We are excited to introduce the below features on the Android version Zoho Desk mobile app: 1. Filter & Sort support has been introduced for the Contacts and Accounts modules. 2. Sort options is now available in Custom Modules as well.

    • Accessing shared mailboxes through Trident (Windows)

      Hi, I have a created a couple of shared mailboxes. The mailboxes are showing up on the browser based Zoho workplace, but I cannot seem to figure out how to access my shared inboxes through Trident (Windows). Am I missing something or is this feature not

    • Feature Request: Ability to set Default Custom Filters and apply them via URL/Deluge

      I've discovered a significant gap in how Zoho Creator handles Custom Filters for reports, and I'm hoping the Zoho team can address this in a future update. This limitation has been raised before and continues to be requested, but remains unresolved. The

    • Closing the Loop: Why Lookup Asymmetry is Harming Data Integrity in Creator

      TL;DR: Lookup fields allow users to add new related records inline via the "+" icon, but there's no equivalent ability to edit an existing related record without navigating away and losing form context. Adding a native "Edit" icon—with automatic User

    • filtering lookup field options based on information in another module.

      In our CRM system. We have the standard Accounts and Deals modules. We would like to introduce the ability to classify Accounts by Sector. Our desired functionality is to have a global list of all sectors that an Account can select, with the ability to

    • Service op locatie organiseren met Zoho FSM: waar lopen organisaties tegenaan?

      Bij organisaties met service teams op locatie merken we vaak dat de complexiteit niet zozeer in de planning zelf zit, maar in wat er rond die planning gebeurt. Denk aan opvolging na interventies, consistente servicerapporten, en het bijhouden van installaties

    • Introducing Assemblies and Kits in Zoho Inventory

      Hello customers, We’re excited to share a major revamp to Zoho Inventory that brings both clarity and flexibility to your inventory management experience! Presenting Assemblies and Kits We’re thrilled to introduce Assemblies and Kits, which replaces the

    • Does the ability exist to make tax on the customer profile mandatory?

      I am reaching out to inquire about the possibility of making the "Customer Tax" field mandatory when creating a new customer in Zoho. We want to ensure that all customers have their tax information recorded to maintain compliance with our internal processes.

    • email association with CRM

      Why is it 2024 (almost 2025) and Zoho has not figured out how to integrate email with CRM? It is so inconsistent at associating emails within CRM. I am an attorney. I have clients and work with other attorneys. Attorney John Doe is associated with multiple

    • Fix the speed

      It takes ages to load on every step even though my dataset is quite small.

    • Credit Note for Shipped and Fatoora pushed invoices

      We have shipped a Sales Order and created an Invoice. The Invoice is also pushed to Fatoora Now we need to create a credit note for the invoice When we try it, it says we need to create a Sales Return in the Zoho Books, we have already created a Sales

    • FSM - Timesheet entires for Internal Work

      Hi FSM Team, Several of my clients have asked how they can manage internal timesheets within Zoho FSM. Since their technicians already spend most of their day working in FSM, it would be ideal if they could log all working hours directly in the FSM app.

    • Add a way of clearing fields values in Flow actions

      It would be great if there was an option to set a field as Null when creating flows. I had an instance today where I just wanted to clear a long integer field in the CRM based on an action in Projects but I had to write a custom function. It would be

    • Role Management

      I am creating an analytics dashboard for a company that will be utilized by its various departments such as Finance, Marketing, and HR. My goal is to design the dashboard with separate tabs for each department. Additionally, I plan to implement role-based

    • Highlight a candidate who is "off limits"

      Hello: Is there a way to highlight a candidate who is "off limits"?  I would like to have the ability to make certain candidate and / or Client records highlighted in RED or something like that.   This would be used for example when we may have placed a candidate somewhere and we want everyone in our company to quickly and easily see that they are off limits.  The same would apply when we want to put a client or former client off limits so no one recruits out of there. How can this be done? Cheers,

    • Announcing new features in Trident for Windows (v.1.37.5.0)

      Hello Community! Trident for Windows just received a major update, with a range of capabilities that strengthen email security and enhance communication. This update focuses on making your mailbox safer and your overall email experience more reliable.

    • Early Payment Discount customize Text

      Hi, I’m currently using Zoho Books and am trying to customize the standard “Early Payment Discount” message that appears in the PDF invoice template. I’ve reviewed the documentation here: https://www.zoho.com/books/help/invoice/early-payment-discount.html

    • Deprecation of SMS-based multi-factor authentication (MFA) mode

      Overview of SMS-based OTP MFA mode The SMS-based OTP MFA method involves the delivery of a one-time password to a user's mobile phone via SMS. The user receives the OTP on their mobile phone and enters it to sign into their account. SMS-based OTPs offer

    • Zoho Sheet - Desktop App or Offline

      Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

    • DKIM Now Mandatory - Changes to Zoho Forms Email Policies

      Hello Zoho Forms Users, This post is to inform you about an important update regarding the authentication of all email domains in your Zoho Forms account. This year, we are doubling down on our commitment to deliver a secure, seamless, and empowering

    • Call description in notes

      When completing a call, we type in the result of the call in the description. However, that does not show up under the notes history on the contact. We want to be able to see all the calls that have taken place for a contact wihtout having to go into

    • Email Address for Contact not Populating

      When I click "Send Mail" from a Contact's page, their email address does not auto populate the "To" field. How do I make this happen?

    • New in CRM: Dynamic filters for lookup fields

      Last modified on Oct 28, 2024: This feature was initially available only through Early Access upon request. It is now available to all users across all data centers, except for the IN DC. Users in the IN DC can temporarily request access using this form

    • Why hybrid project management might be the best fit for you?

      Project management techniques are designed to equip teams with proven methods for easy and efficient project execution. While management teams may have apprehensions about adopting the hybrid method of project management, we’ve compiled the top reasons

    • Allow all Company Users to view all projects, but only owner/admins can change projects

      I was wondering if there was a permission setting I could adjust to allow all our company users to see all projects created. Then, only the project owners and admins with the change permission. Thanks

    • Fail to send Email by deluge

      Hi， today I gonna update some email include details in deluge, while this msg pops up and restrict me to save but my rules has run for one year. can you tell me how to use one of our admin account or super admin account to send the email? I tried to update

    • Seeking help to be able to search on all custom functions that are defined

      Hello I have a lot of custom functions defined (around 200) and i would like to search some specific strings in the content of those. Is there a way to accomplish that? If not, is there a way to download all existing custom functions in some files locally

    • Totals for Sales Tax Report

      On the sales tax report, the column totals aren't shown for any column other than Total Tax. I can't think of a good reason that they shouldn't be included for the other columns, as well. It would help me with my returns, for sure. It seems ludicrous

    • Add Bulk Section / Grid Layout Duplicate Feature in Zoho Forms Builder

      Currently in Zoho Forms, users can only duplicate individual fields. There is no option to duplicate an entire section or two-column/grid layout with all internal fields. This becomes inefficient when building structured forms such as Family Details,

    • Leistungsdatum in Rechnungen (Zoho Books)

      Hallo, ist es irgendwie möglich den Leistungszeitraum in der Rechnung aufzuführen? Beste Grüße Aleks

    • Zoho Trident Windows - Streams Not Visible

      Namaste We’re having an issue with Streams not being visible in Trident (Windows), which is important for us as we share many emails internally. It appears that the feature to show Streams above the Inbox folder, as seen in the default mailbox view, is

    • Sales IQ Chat Widget is Only Displaying Last Name

      Can anyone suggest why the widget is only displaying "last name"?! We have the latest version of the wordpress plugin installed. Thanks Thanks!

    • Shopify - Item sync from Zoho Inventory

      Hi team, We’ve connected Shopify with Zoho Inventory. We want that when an item is created in Zoho Inventory, it must create a product in Shopify. But currently, new items created in Zoho Inventory are not getting created in Shopify even after clicking

    • Bulk upload image option in Zoho Commerce

      I dont know if I am not looking into it properly but is there no option to bulk upload images along with the products? Like after you upload the products, I will have to upload images one by one again? Can someone help me out here? And what should I enter

    • Is it possible to setup bin locations WITHOUT mandating batch tracking?

      Hi fellow zoho users, I'm wondering if anyone else has a similar issue to me? I only have some products batch tracked (items with shelf life expiry dates) but I am trying to setup bin locations for my entire inventory so we can do stock counting easier.

    • Kill zoho meeting

      Saying the quiet part out loud. Can zoho please just give up on the idea that they can make a meeting platform and just make our workplace licenses cheaper when you remove it so people can switch to zoom or teams. Tired of the excuses, you guys cant make

    • Utilisation de Zoho en conformité avec l’article 286 du Code général des impôts (CGI)

      Cher(e) client(e), Conformément à l’article 286 du Code général des impôts (CGI) impose aux entreprises assujetties à la TVA d’utiliser des systèmes de caisse ou de gestion commerciale certifiés lorsqu’elles enregistrent des ventes à des particuliers.

    • Next Page