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
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