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Hello everyone,
We are thrilled to announce a few exciting updates and improvements to VoC for Zoho CRM. This bunch of updates are as follows:
1. VoC insights for custom modules
You may have seen that VoC predominantly worked on Leads and Contacts by default. Today you can configure VoC for custom modules as well — say you have Partners, Referrals or Students — You can set up VoC for this custom module and listen to their feedback.
Additionally, you can customize VoC settings so that you can give bespoke instructions to CRM as to which module to fetch the data from and which fields in the modules to monitor in order to gather relevant insights.
You can now rename, reorder or resize chart components in your VoC dashboards.
3. We have the VoC widget on record detail page to reflect on what an individual customer spoke. It includes the sentiment, intent, keywords mentioned and the competitors mentioned by the customer.
4. Admins can now assign a "View" or "Manage" tab permission to other users. This way, they can limit who can view dashboards and facilitate other managers in the organization to manage dashboard settings. However, note that only Administrators will be able to customize master VoC settings (mapping modules and fields / activation and deactivation).
5. Desk tickets: Previously only the customer feedback & the ratings from the Desk tickets were taken up for processing dashboards. Now we have included the entire Desk content for VoC analysis and this will be live in few days.
Apart from this, we have the following items on our roadmap that will be updated in a couple of days.
We have also added a brand new dashboard of insightful charts called Segmentation Analysis. Zia considers your RFM segmentation settings and presents insights regarding customer feedback grouped based on your customer segments. Example— positive/negative sentiments by loyal customers, idle customers and so on. This will facilitate you to take customer retention actions and other key decisions based on insights discovered.
We will also include churn related insights.
We also have updates on the VoC widget of an individual customer that includes highlights about the customer's feedback, Deals analysis based on that particular customer's feedback, analysis on keywords that helped transitioning the lead to a contact.
For more suggestions, feel free to comment below.
Hello everyone,
You can now include additional sources such as Notes from modules and interactions from social media channels in your VoC analysis.
The addition of Notes and Social as sources in VoC allows you to broaden your feedback collection. You can analyze internal notes related to leads, contacts, or custom modules, giving you insights from your team's interactions.
Incorporating Social allows you to monitor mentions, comments, and interactions with your brand on various social platforms, enabling you to stay informed about customer sentiments and engagement.
Please refer to this page for more information.
Thank you,
Aayisha
Zoho CRM | User Education
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