Bringing in reviews from anonymous source into VoC analyses
- A loyal customer might be praising your product in a forum.
- A frustrated user could be posting a harsh review on a public site.
- An excited partner may have left a comment on your campaign.
- A domain expert might be deconstructing your product.
- 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.
- Be it a user with a stealth social handle predicting what’s new in your business
- Or, an avid follower contributing business ideas in your social profile
- An exploring prospect curious to try out your product
- 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:
- Bring your prospects' expectations, concerns, and doubts into your system even before they enter your pipeline.
- Witness how the market compares your business with your competitors.
- Compare how your prospects and customers talk about your business.
- Assess churn risk and forecast outcomes.
- 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.
Release plan:
- This enhancement is open for customers in US, IN DCs. Customers in EU, AU, and SA DCs will get this enhancement shortly.
- Resources: Next gen doc | CRM 1.0
Thanks and have a good one!
Kind regards,
Saranya Balasubramanian
Access your files securely from anywhere
Zoho FSM Video Tutorials
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Saranya Balasubramanian
Sticky Posts
Introducing Incentives for Zoho CRM: Build, automate, and track sales commissions
Dear Customers, We are here with an amazing news! We built a direct solution to help manage your commission provisioning activity in your business. From creating commission plans to issuing payouts, this application leverages your sales reps’ performanceEnhancement in Zoho CRM: Introducing New Return Types for String Fields Based on Character Length
Dear Customers, We hope you’re well! In Zoho CRM, formula field with string return type is used in various scenarios where text is involved like concatenating customers’ first and last names, trimming characters from texts, performing find and replaceTransform your line of items into line items: ICR can now record your table values as subform values
Enhancement in Zoho CRM Dear Customers, We hope you're well! Zia Vision’s ICR capability can now recognize, extract, and store tabulated values in your subforms. An ideal example is a university application form. It has printed fields and handwrittenApprove records efficiently: Useful enhancements to My Jobs module and Approval process in Zoho CRM
Dear Customers, As you might know, approval process is a process automation tool that allows you to automate approvals in your organization and My Jobs is where you approve requests from a single point of view. Here's how you'd go about it: You’d addEnhancement announcement: Mitigate mailbox clutter using the new field: "Sync emails from"
Dear Customers, We hope you're well! We are here with a minor enhancement in email integration in Zoho CRM. Emails have become the primary mode of communication these days. Because of which mailboxes are getting overly cluttered day after day. To help
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Billing Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Associate project with timer on iPhone
When I start the timer without first associating a project (on my iPhone), its starts fine but now when I need to associate a project, and click on the link, I get a list of EVERY project I've ever put into Zoho Books. It used to just show active projects.Announcing the new SKILL.md for Zoho CRM and the updated OAS repository!
We are introducing a new zoho-crm skill to make working with Zoho CRM Developer tools (like APIs, functions, widgets, client scripts, queries etc) easier and faster, with the help of AI in your preferred AI harness like Claude Code, Codex, Cursor, VSCodeZoho Campaigns EU Topics API returns HTTP 200 with empty topicDetails
Hello, Our Zoho Campaigns EU organisation has two custom topics visible in the Campaigns UI, and contacts are subscribed to them. However, an OAuth request with ZohoCampaigns.contact.READ to https://campaigns.zoho.eu/api/v1.1/topics returns HTTP 200 withCaso de Éxito: Cómo Toyota Financial Services unificó la atención al cliente con Zoho
"Después de seis meses con el CRM en producción estamos encantados." Miriam Cárdenas, Responsable Departamento ATC Toyota Financial Services es la división financiera de Toyota encargada de gestionar la financiación de vehículos y, junto con KINTO España,Zoho Books - France
L’équipe de Zoho France reçoit régulièrement des questions sur la conformité de ses applications de finances (Zoho Books/ Zoho Invoice) pour le marché français. Voici quelques points pour clarifier la question : Zoho Books est un logiciel de comptabilitéAutomatically remove commas
Team, Please be consistent in Zoho Books. In Payments, you have commas here: But when we copy and paste the amount in the Payments Made field, it does not accept it because the default setting is no commas. Please have Zoho Books remove commas automZoho ERP | Product updates | July 2026
Hello users, We're back with another round of updates to help you streamline your operations. This month's release brings new features and enhancements designed to help you work more efficiently. Read on to discover everything that's new in Zoho ERP thisZoho CRM
Cuándo voy a adjuntar un archivo .pdf en un registro en el campo Archivo obtengo el siguiente error:Can I hide some products from a particular customer
HI I want ot give a customer access to the portal but I need to hide some products from them that are not available for them to buy- is this possible ?Dashboard/Component filter by probability
Hi all Can I request the ability to add a Component or Dashboard filter for Deal Probability? Would be useful to be able to see data of deals more than 60% probable. OllyAdmin Logging in as another User
How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Latest Update (27th April 2026): With the earlyOpenAI Is Moving to the Responses API: Here's What It Means for SalesIQ
OpenAI has deprecated its Assistants API and is moving to the Responses API. If you're using OpenAI Assistants with SalesIQ, you may be wondering if you need to make any changes to your existing setup. You don't. SalesIQ has already taken care of theFree webinar: Zoho Sign for Microsoft apps
Hello, Did you know Zoho Sign works right inside the Microsoft apps you already use? A signature request shouldn't mean leaving Teams for another tab, or downloading an Outlook attachment just to sign it. Zoho Sign integrates with Microsoft 365, Teams,Billing Status and WO Status Field Colors -
Hello Team, I noticed that the colors of the Billing Status and WO Status fields in the WO module have been changed. (Org ID:170000078905) This is not urgent to correct, but I wanted to bring it to your attention so you can check whether this is a systemIntroducing throw statements in Deluge
Hello everyone, We're introducing a powerful addition to Deluge that gives you more precise control over error handling in your scripts. Whether you're calling an external API, validating user input, or enforcing a business rule, there are moments whenZoho Notebook、実はこんなところから使えます
ユーザーの皆様、こんにちは。ゾーホージャパンの田村です。 前回に続き、今回もZoho Notebookをご紹介します。 関連情報 メモの保存場所、見直しませんか？― Zoho Notebookで始める情報管理 仕事中、「この内容、メモに残してあとで見返したいな」と思う瞬間はありませんか？ 会議中の一言、お客様とのやり取り、CRMで見つけた気づき、 ほんの数秒で終わる内容だからこそ、「あとで書こう」と思って、そのまま忘れてしまうこともあります。 そこで今回は、PCやスマートフォンはもちろん、普段お使いのZoho製品からもすぐにアクセスできるノートアプリ「ZohoI have been looking for CVID to get segmate list where & how can fnd it?
I am trying to get segment details from the Zoho API. The API documentation says that the CVID is a mandatory parameter, but I cannot find the CVID in the "getmailinglists" API. Can you tell me where to find the CVID?How do I increase the email attachment size in Zoho CRM ?
It looks like I'm limited to 10MB when sending an attachment using the email widget on a record in Zoho CRM. Is there a way to increase the size? Or can I use some other tool? From what I'm reading online, I'm maxed out at 10MB. Any insight would be greatlyIntroducing Incentives for Zoho CRM: Build, automate, and track sales commissions
Dear Customers, We are here with an amazing news! We built a direct solution to help manage your commission provisioning activity in your business. From creating commission plans to issuing payouts, this application leverages your sales reps’ performanceSubforms and automation
If a user updates a field how do we create an automation etc. We have a field for returned parts and i want to get an email when that field is ticked. How please as Zoho tells me no automation on subforms. The Reason- Why having waited for ever for FSMCannot format "start date" field in Zoho Flow
I am trying to recreate a flow that connects Inventory package creation to Zoho projects (where a task is created in a defined project). I've been able to troubleshoot everything EXCEPT the date fields; specifically the "start date" - which is quite importantDynamic Signature - Record owner
Hi everyone, I’m using Zoho Writer merge templates from Zoho CRM and have two questions: Owner signature: How can I automatically insert the CRM record owner’s signature in the merged document? I’m not sure where this signature is stored or how to referenceAdd ZeptoMail to Zoho One
Hi Zoho Team, I would like to request that ZeptoMail be added as a fully included application within Zoho One. Why this is important Zoho One is positioned as a unified business operating system that brings the applications an organization needs underGETTING THERE THANKS
So we are still testing thanks to the great Zoho team for firstly getting pricelists working (essential) and writing some code to hide delivery and pickup options. Brilliant. So price lists are a definite mainly because of VAT. We run our Zoho books withTime Zone is incorrect
Time zone is not working properly...I've checked it twice. I'm eastern U.S. time it's currently 12:22 pm EST. CRM shows 3:22 pm EST.CRM wants to access other apps and services on this device (Documents area)
Did anyone else see this today? It only seemed to popup in the Documents area. Blocking it did not stop the ability to upload files there... Why is this coming up and what apps/services is it requesting in the background? Also, is it applicable elsewhereCustom module - change from autonumber to name
I fear I know the answer to this already, but thought I'd ask the question. I created a custom module and instead of having a name as being the primary field, I changed it to an auto-number. I didn't realise that all searches would only show this reference.How can I populate dropdown data with information from another source or app?
I want to maintain a list of items in another app (say in excel or another database) and sync those as items in a drop down menu, instead of copy pasting to import. Is this kind of a feature available?Dynamic Field Folders in OneDrive
Hi, With the 2 options today we have either a Dynamic Parent Folder and lots of attachments all in that one folder with only the ability to set the file name (Which is also not incremented so if I upload 5 photos to one field they are all named the sameZoho Tables is now available in Zoho One!
Hello Zoho One users, We’re excited to announce that Zoho Tables is now included as a part of Zoho One suite! As teams grow, managing projects, approvals, inventories, campaign trackers, and operational workflows across multiple spreadsheets become difficult.Getting there -thanks
So we are still testing thanks to the great Zoho team for firstly getting pricelists working (essential) and writing some code to hide delivery and pickup options. Brilliant. So price lists are a definite mainly because of VAT. We run our Zoho books with#3 Making it look like my business
Day 3: Meera had created her first invoice. The numbers were right, but something still felt unfinished. Her studio name was there, but the address did not look the way she wanted. Her logo was missing, and the invoice did not really feel like it cameScan & Fill with double quote key/value pairs
Hi, An old Ticket moved to a Topic/Idea: I love the idea of the new Scan & Fill as it nearly covers my previous request for a QR Scanner to read a multi-part QR Code. My QR Codes are hard-coded as below: {"key1":"value1","key2":"value2","key3":"value3"}Increase the "Maximum Saved Entries per User" Options Limit
Hi, You can create lots of saved entries, yet the Limit when you apply one is 25, we may often expect 32 to be in draft, and therefore want to enforce that, can we increase the limit of this field from 25 to 100 (As you can just turn it off and have moreHEIC File Type Viewer
Hi, It would be nice to be able to click on the images in the All Entries/Reports Tables which are HEIC the same as JPG, PNG, etc. so they open in a viewer from Zoho or the Attachment Service, today HEIC requires you to download each image and open itMap Dependency Upgrades in Zoho CRM
Map Dependency Fields enhancements are now available across all DCs. Hello everyone, We’ve introduced a set of enhancements to Map Dependency Fields to make setup simpler, faster, and more intuitive. Map Dependency helps control how values appear acrossSpecific ListView Canvas on Canvas Home Page Always Loads Most Recent ListView, Not the One Specified
I had mentioned this to ZOHO, but I mainly wanted to see if others in the Community are also facing this problem. I created a Canvas ListView for a Custom Module, and then created a Canvas Home page (technically on a tab item, but I'm not sure if thatProgrammatic Itemized Expenses?
It does not appear that it is possible to create itemized expenses programmatically (via the API)? Is this correct, or am I misunderstanding the situation?Zoho Forms Submission URL
Hi Zoho, It would be great to have a URL which can take us to specific form entries. For example: https://forms.zoho.eu/ACCOUNTNAME/report/FORMNAME/records/UNIQUE-REF I currently have a use case where I want to use Zoho Flow to create a module entry inOptional Parameter in Deluge Sendmail function to link email to record
I love sendmail - it offers flexibility (and, with standalone functions, commonality with minimal maintenance) over the years the templates hadn't offered. I understand the templates have come a long way, but I still prefer sendmail most days. That said...Next Page