Leverage UX to Power CX: VoC insights are now available in Kiosk
Efficient teams deliver exceptional experiences
Dear Customers,
We hope you're well!
When we built VoC for Zoho CRM, our focus was in fact to study the "voice" of the customers. It's been over a couple of years since we opened it for you, and we have arrived at a stage where you can act on their responses; Customer experience as a result of customer experience.
Today, we step up and touch on a new chapter—User experience using the Kiosk studio.
Kiosk is our no-code self-service tool that empowers CRM users with convenience and information on demand. You can summon record information from across the CRM, submit new data to the system, configure if-else decisions, and ascribe quick actions from Kiosk placed anywhere in Zoho CRM.
With Voice of the Customer joining hands, your users can factor in interpersonal customer insights to make quick decisions and act on them from within the Kiosk.
VoC insights in Kiosk:
CX or UX—When we talk about optimizing experiences, we cannot omit the human aspect of it. Ultimately, we are all catering to a human entity that expresses sentiments, emotions, biases, and preference which subsequently influences their decisions. Every business needs to have data and cues about their voice to strategize engagement, promotion, reconciliation, and retention.
Escalation management:
Escalation management is a key skill exhibited by leaders in the organization, and it often involves an angry and/or frustrated customer at the other end. While it is their job to offer convincing solutions, the manager might not always know the customers' state of being. With VoC insights sought out at Kiosk, the manager can get a true sense about the customers' pulse before engaging them in reconciliation measures.
This is how you can configure a Kiosk for them: The configurationThis is how the escalation manager can make use of VoC insights in Kiosk:
Kiosk rendering VoC insights associated to the homepage:
Assess product reception:
Irrespective of the number of marketing tools available in the market, the reception of a new product is often reflected in their demand and the customer responses. As a marketer, if you'd like to assess the usage before creating targeted campaigns, VoC in Kiosk will help you see insights firsthand.
- You can fetch records of prospects who are enthusiastic about the new product and have queries about the product based on their sentiments and intents. The following can be their criteria:
- Response intent is Query, request, purchase
- Response sentiment is positive
- Response emotion is Enthusiasm, Happy, Gratitude, Trust
- Also, to identify and reward customers that promoted the product by mentioning it on their social media handles by tracking their social media mentions right from within the Kiosk.
- Response type is Social - Twitter (X). Facebook (Meta)
Optimizing patient response management using VoC:
When it comes to hospitals, end-to-end experience has a big influence on patients' trust. From appointments to admissions, patients expect the hospital administration to be empathetic and thoughtful in their approach. This is where VoC in Kiosk come in handy.
- As an administrator, you can pull out records of all patients that expressed negative sentiments in their post-care services, further look into each of their personal insights to understand the common problem. From here, you can improvise your response management.
- Keyword sentiment is negative
- Keyword mentioned by customer
- Response emotion is Discontentment
- Response intent is complaint
- Survey NPS score is < 3
- Patients' historical emotional state of being is an important element psychologists refer to before meeting with their patients and VoC insights capturing exactly the same, can become very handy for the counselor to prepare beforehand.
- Accurate diagnosis is a challenge in online consultations. Doctors, before they connect with their patients, can fetch their patients records from Kiosk to understand their previous ailments and allergies. On top of that, the doctor can understand the patients' sentiments to adjust their approach.
- Keyword is not empty
- Keyword mentioned by customer
- Response is Confusion, Discontentment
- Responded time is till yesterday
Enhancement 2: VoC charts in homepage dashboards:
In addition to this, for ease of access, we made VoC components available for homepage dashboards. You can create dedicated dashboard only with desired VoC components to get a quick update.
We have opened these capabilities for all customers that have enabled VoC in their organization. We hope to improve your productivity and performance using these on-demand intelligence using VoC. With more such capabilities, we will see you soon!
Thanks and have a good one!
Kind regards,
Saranya Balasubramanian
Access your files securely from anywhere
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
VoC in Zoho CRM is now data savvy: Explore response drilldown, summary components and participation in CRM criteria
VoC has all the goods when it comes to customer intelligence—which is why we're constantly enhancing it. We recently added the following: A customer drilldown component that shows you the list of prospects and customers behind a chart's attribute ExpandedWrapping up 2025 on a high note: CRM Release Highlights of the year
Dear Customers, 2025 was an eventful year for us at Zoho CRM. We’ve had releases of all sizes and impact, and we are excited to look back, break it down, and rediscover them with you! Before we rewind—we’d like to take a minute and sincerely thank youGood news! Calendar in Zoho CRM gets a face lift
Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activitiesPresenting ABM for Zoho CRM: Expand and retain your customers with precision
Picture this scenario: You're a growing SaaS company ready to launch a powerful business suite, and are looking to gain traction and momentum. But as a business with a tight budget, you know acquiring new customers is slow, expensive, and often deliversCreate and populate a record in an instant: Introducing zero-shot field prompting to Zia's ICR
A couple of months ago, we upgraded our in-house AI image detection and validation tool, Zia Vision, with intelligent character recognition (ICR). By training Zia with sample images, you could create and enrich CRM records with data extracted from standard
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions 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
Zoho desk desktop application
does zoho desk has a destop applicaion?ZOHO Work Drive Back Up
I am looking for a ZOHO Work Drive backup solution. Something that is cloud based. There's lots of these kinds of options for Google Drive and other providers, but I have not seen anything for WorkDrive. Any suggestions?ZOHO Reports - Filter Logic?
Hi, I need a way to apply filter logics such as ((1 AND 2) OR 3). All I can see as of now is a way to enter different AND filters in the respective filter column. But how can I add an OR filter? Any advice would be highly appreciated. MarkScanned Doc - selecting Item overwrites Rate
I have a Vendor Invoice which was uploaded to Documents. I select Add To > New Bill. The OCR is actually quite good, but it is reading an Item Description instead of an Item Number. I remove the description and select the correct Item Number... and itRecruit API search
Hi all, Attempting to call the search api endpoint from Postman using the word element as mentioned in api docs Search Records - APIs | Online Help - Zoho Recruit When making the call to /v2/Candidates/search?word=Saudi receive response of { "code": "MANDATORY_NOT_FOUND",Saving reading position + Keep screen on
While Zoho Notebook is excellent for saving and annotating articles, its utility is severely limited by the lack of reading progress synchronization. On the Android app, if a user exits a long note after reading 50%, the app fails to save the position.Multiple Vendor SKUs
One of the big concerns we have with ZOHO Inventory is lack of Vendor Skus like many other inventory software packages offer. Being able to have multiple vendor skus for the same product would be HUGE! It would populate the appropriate vendor Sku forZoho LandingPage is integrated with Zoho One!
Greetings to the Zoho One users out there! We're delighted to let you know that Zoho LandingPage is available in Zoho One too! With Zoho LandingPage, you can host custom-made landing pages, and persuade the visitors to dive deeper by making further clicks,Android app sync problem - multiple devices have same problem
Hello, I am having a problem with synchronization in the Android app. When I create a drawing, the data does not sync correctly—only a blank note is created without the drawing. I tested this on multiple devices, including phones and tablets, and theHow can i resend a campaign to only one of the recipients on the original campaign
How can i resend a campaign to only one of the recipients on the original campaign ? Sincererly, MikeHow to show branch instead of org name on invoice template?
Not sure why invoices are showing the org name not the branch name? I can insert the branch name using the ${ORGANIZATION.BRANCHNAME} placeholder, but then it isn't bold text anymore. Any other ideas?Create CRM Deal from Books Quote and Auto Update Deal Stage
I want to set up an automation where, whenever a Quote is created in Zoho Books, a Deal is automatically created in Zoho CRM with the Quote amount, customer details, and some custom fields from Zoho Books. Additionally, when the Sales Order is convertedMarketing Automation Requirements Questions
I would like to set up a multi-email drip campaign- please see the structure below and confirm if I can achieve this set up in Zoho marketing automation. Where applicable, highlight gaps and workarounds. Thanks Drip email campaign- Can I create one dripZoho CRM for Gmail Extension Not Working in Brave Browser?
Is anyone able to get the Zoho CRM Chrome Extension working in the Brave browser? They're both built on the Chromium platform and every other Chrome Extension works with the exception of Zoho CRM for Gmail so any ideas here?Sharing URLs and direct access
Hello, I am storing my team's email signature images on Workdrive. I am creating a public image download share and adding “?directDownload=true” so that the image can be accessed without the Workdrive interface. A few questions: 1) Can we generate friendlyhow to change the page signers see after signing a document in zoho sign
Hello, How can I please change the page a signer sees after signing a document in Zoho Sign? I cannot seem to find it. As it is now, it shows a default landing page "return to Zoho Sign Home". Thanks!Question about using custom_fields in Storefront Add-to-Cart API (error 2003 – required details)
Hi everyone, I’m working with the Zoho Commerce Storefront API, specifically the Add to Cart endpoint: POST /storefront/api/v1/cart According to the documentation, this endpoint supports a custom_fields parameter for adding line-item custom data. I’mCan a project be cloned?
Good afternoon, greetings. I would like to ask if it's possible to clone a project in Microsoft Project. I found a way to do it using templates, but I'm not sure if there's a direct way to clone a project. Thank you in advance for your attention, andTimesheet Tasks in Zoho Books: associate to service item
How do we associate a service item to timesheet tasks in Zoho Books? For example: Joe spent 5 hours on project:task1 which is Service Item#1 (Income:Service1). When the invoice is issued thru the Project Invoice section, this is not available. When theWhy Sharing Rules do Not support relative date comparison???
I am creating a Sharing Rule and simply want to share where "Last Day of Coverage" (Date field) is Greater than TODAY (Starting Tomorrow). However, sharing rules don't have the option to compare a date field to a relative date (like today), only to StaticTask/Activity indicator in SalesPipeline overview has disappeared
I Just logged in my ZOHO CRM first 2026 checking my salespipeline overview , Every record card used to show an indication that there was an open task (Yellow if the expiry date was close, red if the expiry date was today and grey when it had expired).Tip #56- Accessibility Controls in Zoho Assist: Hearing- 'Insider Insights'
As we begin the new year, it’s a great time to focus on making our tools more inclusive and accessible for everyone. Remote support often involves long hours in front of screens, varying lighting conditions, and users with diverse accessibility needs.Zoho Desk Android app update: Table view for All Departments view, custom button
Hello everyone! In the latest version(v2.9.25) of the Zoho Desk Android app update, we have introduced Table view for the 'All Departments' view in the ticket module. We also have supported an option that allows tickets in the Table view to be sortedWhat's New - December 2025 | Zoho Backstage
In December, Backstage introduced a focused set of updates that improve how you manage registrations, communicate with attendees, and track participation. These enhancements are designed to give organizers greater flexibility and clearer control acrossNeed code format to specify default values
Can someone please direct me to the code syntax or the proper translation per the instructions circled below. These instructions don't seem correct.Problem with CRM Connection not Refreshing Token
I've setup a connection with Zoom in the CRM. I'm using this connection to automate some registrations, so my team doesn't have to manually create them in both the CRM and Zoom. Connection works great in my function until the token expires. It does not refresh and I have to manually revoke the connection and connect it again. I've chatted with Zoho about this and after emailing me that it couldn't be done I asked for specifics on why and they responded. "The connection is CRM is not a feature toAdd multiple users to a task
When I´m assigning a task it is almost always related to more than one person. Practical situation: When a client request some improvement the related department opens the task with the situation and people related to it as the client itself, the salesmanA Roundup of Zoho Sprints 2025
Sorting Custom Date in API isn't working w pagination limit
How can we sort a custom field with DATE using pagination? Starting at page=1 then moving to page=2 with a limit of 10 each, its all messed up and even shows some of the same records as page 1? https://www.zohoapis.com/crm/v2/INVOICE_MODULE/search?criteria=(FM_Contact_ID:equals:1234)&sort_by=Invoice_Date&sort_order=desc&per_page=10&page='SAP Business One(B1) integration is now live in Zoho Flow
We’re excited to share that SAP Business One (B1) is now available in Zoho Flow! This means you can now build workflows that connect SAP B1 with other apps and automate routine processes without relying on custom code. Note: SAP Business One integrationEnhancement in Role and Profile mapping of agents in Sandbox
Hello everyone! We have brought in a modification in the way users are mapped to a particular role and profile in Sandbox. What has changed? When agents are copied from production to Sandbox: If a user's current role and profile is available in Sandbox,The reason I switched away from Zoho Notebook
My main reason for switching to Zoho was driven by three core principles: moving away from US-based products, keeping my data within India as much as possible, and supporting Indian companies. With that intent, I’ve been actively de-Googling my digitalDecimal places settings for exchange rates
Hello, We are facing issues while matching vendor payments with banking feeds. As we often import products/services exchange rate comes into play. Currently, ZOHO allows only six digits for decimal places. We feel that conversions like JPY to INR requireZoho removed ability to see all Scheduled Reports!
If you are not the owner of a scheduled report, Zoho recently removed the capability to see each scheduled report. As an admin who relies on seeing all scheduled reports being sent, this is a terrible update. Now I cannot see ANY scheduled reports...even the ones I am being sent!! This should be a setting for admins to control. This is a bad update.Automate Backups
This is a feature request. Consider adding an auto backup feature. Where when you turn it on, it will auto backup on the 15-day schedule. For additional consideration, allow for the export of module data via API calls. Thank you for your consideration.GCLID and Zoho Bookings
Is there anyway to embed a Zoho Bookings signup on a landing page and pass the GCLID information? More specifically, can this be done using auto-tagging and not manual tagging the GCLID? I know Zappier has an integration to do this but is there a betterMerge Items
Is there a work around for merging items? We currently have three names for one item, all have had a transaction associated so there is no deleting (just deactivating, which doesn't really help. It still appears so people are continuing to use it). I also can't assign inventory tracking to items used in past transactions, which I don't understand, this is an important feature moving forward.. It would be nice to merge into one item and be able to track inventory. Let me know if this is possible.Create PO from an invoice
We are a hardware and software sales company which receives orders over the internet. We drop ship most of our products from a warehouse outside of our company. Our orders get sync'd into Zoho from our store via onesaas as invoices. It would be greatBlueprint or Validation Rules for Invoices in Zoho Books
Can I implement Blueprint or Validation Rules for Invoices in Zoho Books? Example, use case could be, Agent confirms from client that payment is done, but bank only syncs transactions tomorrow. in this case, Agent can update invoice status to done, andResetting auto-number on new year
Hi everyone! We have an auto-number with prefix "D{YYYY}-", it generates numbers like D2025-1, D2025-2, etc... How can we have it auto-reset at the beginning of the next year, so that it goes to D2026-1? Thanks!Next Page