Explore response drilldown, summary components and participation in CRM criteria

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

      Expanded data sourcing options, whereby you can include reviews from known and unknown sources in your VoC analyses

Today, we're here with the following components:
  1. A response drilldown that shows you the collection of responses behind a particular chart value
  2. A summary component that analyzes and summarizes customers' responses categorically
Let's start with the response drilldown component!

Drilling down into VoC responses

Understanding the data points that underlie analyses helps decision makers make informed decisions. For VoC analyses—which typically involve examining CX—we already have what we call customer drill down: the ability to view customer records described by specific chart values and then act on those records.

But now that responses and reviews can come in from any source or module, drilling down into data behind a given chart value yields more context.
Here's even more information about this: You may already know that VoC can incorporate responses and reviews from basic and advanced sources in standard and custom modules. What you may not know is that Zoho CRM's VoC feature classifies data into four related modules that are generally hidden from the UI but viewable via filters and kiosks: Events, Responses, Keywords, and Resources. 

The tool then compiles these data points into analytics in Zoho CRM's VoC dashboards so you can act on them. One way to do so is by identifying customers via the chart itself, which the customer drilldown feature enables you to do. Another way is by using filters on the relevant modules.

To this setup, we're now introducing the ability to drill deeper into the responses themselves—irrespective of who the individual customers are. In other words, you can now drill down into responses stored in the VoC Responses module.
    

How does this benefit you?

Imagine you want to run a cross-sell campaign for your existing customers. Before you approach them, you want to know what kind of feedback you commonly receive—both praise and problems. You can create a dashboard to analyze transactions and customer feedback. Once done, you can click on the different chart values to investigate them, including:
  1. Any notes left by sales reps that indicate specific attributes detailed in the chart
  2. Email responses behind negative sentiments
  3. Transcripts of calls that had various customer opinions
  4. Any related support tickets
  5. Survey responses that detail customer preferences and satisfaction scores
  6. Feedback shared via Kiosks
Irrespective of the source, by using the response drilldown feature, you can see a collection of your customers' "voices" based on their responses and behaviors.

Next up: VoC Summary!

VoC Summary is an analytical dashboard that comes with various text-based analytical components. Backed by VoC data, Zia can deconstruct key takeaways in each section as short, consumable bulletins—without altering the context.
The list of components you get as part of this Summary dashboard are as follows:
  1. Sentiment summary 
  2. Intent summary
  3. Pain point summary 
  4. Source summary
  5. Segment summary
  6. Customer satisfaction summary
  7. SWOT summary
  8. Top keyword summary
You can use these components as-is or plug-and-play with any custom-built dashboards you created for your analyses.
    

And finally—VoC in custom view and Workflow automation.

VoC modules like resources, responses, events, and keywords carries CRM records that exhibits a certain behavior.

In these modules, VoC classifies and stores records of of happy customers, frustrated customers, prospects with intention to make a purchase, of those that are at the verge to churn, and more. Ability to select and filter your data based on this intelligence, will give your business an edge that demographic classifications would fail to give.

This post from last year would give you in depth information about acting on VoC classified records. We exposed these attributes within advanced filter of CRM modules. Today, we are making VoC attributes available in custom view criteria and Workflow rules’ trigger

Imagine you’d want to identify prospects that have intention of purchase. The sales rep can simply create a custom view with VoC attributes and get a list of prospect that are inclined to buy from your business. With a setup as straight forward as this, pursuit becomes easier.

VoC in Workflow rules:

Prospects or customers that are at the verge of churn may churn at any moment, and acting on them right away help businesses to salvage them. Be it an acknowledgement email to the customer or escalating to the case manager, or flagging the records for priority, VoC responses being available in the Workflow rules help business respond with urgency from unintentional expressions.

Here’s an example!
There–that’s all about VoC updates for today. Since its launch, VoC have had good milestones. We only aim to strengthen its portfolio so that you can make business decisions backed by data.

Give it a try and let us know how you like it. :) 

VoC availability:

P.S.: These features are being opened gradually. The help documents will be shared upon their complete release.

Thanks and have a good one!

Kind regards, 
Saranya Balasubramanian
    


    Access your files securely from anywhere

        MCP Tool Guide MCP Changelog
            What's new
            Blogs
            Community
            Zia
            API resources
            Pricing
            Integrations
            Town Hall
            Custom Apps


            All-in-one knowledge management and training platform for your employees and customers.






                                  Zoho Developer Community



                                      Bootcamp
                                      Community
                                      Pricing
                                      Webinars
                                      What's New
                                      Integrations
                                      Contact Support
                                      Contact Sales
                                        Zoho Survey Resources
                                          Features
                                          Survey Templates
                                          Integrations
                                          Community
                                          iOS Mobile Surveys
                                          Pricing
                                          Android Mobile Surveys
                                          Insurvey Blogs
                                          Insight Blogs
                                          Tips & Tricks





                                                      Latest Feature Updates

                                                        • Desk Community Learning Series


                                                        • Digest


                                                        • Functions


                                                        • Meetups


                                                        • Kbase


                                                        • Resources


                                                        • Glossary


                                                        • Desk Marketplace


                                                        • MVP Corner


                                                        • Word of the Day


                                                        • Ask the Experts




                                                            Zoho SalesIQ Resources


                                                                  Manage your brands on social media
                                                                  Access Zoho Social

                                                                    Zoho Pagesense Resources


                                                                        Zoho TeamInbox Resources

                                                                          Zoho DataPrep 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

                                                                                            • CRM Community Learning Series

                                                                                              CRM Community Learning Series


                                                                                            • Kaizen

                                                                                              Kaizen

                                                                                            • Functions

                                                                                              Functions

                                                                                            • Meetups

                                                                                              Meetups

                                                                                            • Kbase

                                                                                              Kbase

                                                                                            • Resources

                                                                                              Resources

                                                                                            • Digest

                                                                                              Digest

                                                                                            • CRM Marketplace

                                                                                              CRM Marketplace

                                                                                            • MVP Corner

                                                                                              MVP Corner









                                                                                                Design. Discuss. Deliver.

                                                                                                Create visually engaging stories with Zoho Show.

                                                                                                Get Started Now


                                                                                                  Zoho Show Resources

                                                                                                    Zoho Writer

                                                                                                    Get Started. Write Away!

                                                                                                    Writer is a powerful online word processor, designed for collaborative work.

                                                                                                      Zoho CRM コンテンツ




                                                                                                        Nederlandse Hulpbronnen


                                                                                                            ご検討中の方





                                                                                                                      • Recent Topics

                                                                                                                      • Zia Agents looks promising, but I still cannot deploy my first agent or connect WhatsApp after weeks of support tickets

                                                                                                                        Hi Everyone, I am posting here because I am stuck and need practical help from someone who has successfully deployed a Zia Agent with WhatsApp. Zia Agents looks like a very promising product. I have watched the platform expand quickly, and I have noticed

                                                                                                                      • Valid characters for use in email addresses using Zoho's apps/APIs

                                                                                                                        We have found an issue with the + sign character in zoho subs - we are allowed to create a customer with an email address that has a plus sign but the API doesn't allow the + so the billing portal is not created. We are going to prevent users from using

                                                                                                                      • Why cant i see the Campaigns module in my Zoho app

                                                                                                                        I am on the ZOHO CRM Standard edition. I can clearly see and use the Campaign module when viewing the ZOHO CRM desktop. When I switch to my phone, the Campaign Module does not show. I have gone through all the settings I can think of, but I still can't

                                                                                                                      • Feature Request – Per-Channel Pre-Chat Form Controls

                                                                                                                        We'd like the ability to enable/disable the pre-chat form on a per-channel basis, rather than having a single global setting. On the website widget, asking for name and email before chat starts makes sense. On WhatsApp, however, email isn't necessary

                                                                                                                      • Remove the mandatory Name Card buttons (or at least make them optional)

                                                                                                                        Please remove the mandatory Name Card buttons (or at least make them optional) A recent change to the Name Card in Zoho SalesIQ (currently affecting WhatsApp) introduced mandatory buttons before a visitor can provide their name. I believe this change

                                                                                                                      • Copy + Paste in Notes: Text color and text background are not retained

                                                                                                                        I've recently started using Zoho Notebook as an Evernote replacement. When copying and pasting text within Zoho Notes, I notice that the formatting of the text (text color and background color) is not retained when pasting. Only the attributes "Bold"

                                                                                                                      • Need to show discount before total after subtotal

                                                                                                                        Need to show discount before total after subtotal on my estimate template (see attachment)

                                                                                                                      • Google Ads Data is Publicly available in Zoho CRM

                                                                                                                        We recently discovered that ALL of the following Google Ads fields are visible to all users in our CRM that have access to either Leads or Contacts modules. Not only is this troubling and inconvenient, it should be unacceptable. It also creates a mess

                                                                                                                      • Zoho Books bill pay option not available with zoho one

                                                                                                                        Why isn't Zoho Books bill pay add-on not available for Zoho one customers not even as a purchasable option. I think this is very inconvenient for companies wanting to use this feature all in one system

                                                                                                                      • Bounce rates

                                                                                                                        Where can I see my bounce rates for: 1. Each email I send out, and 2. in total?

                                                                                                                      • Zoho Mail Does Not Integrate with Analytics

                                                                                                                        Hello everyone, Just wanted to make a quick post about the problem with zoho mail. Currently it does not connect to Zoho Analytics, which I think is crazy considering both of these applications have existed for a long period of time. Even zoho voice a

                                                                                                                      • ¿Puedo migrar mi sitio desde WordPress a Zoho? ¿Zoho admite herramientas con código personalizado?

                                                                                                                        ¡Hola comunidad! Estoy evaluando la posibilidad de migrar mi sitio web https://calculadoradenotas.cl/ desde WordPress a una solución Zoho, y tengo algunas dudas técnicas que espero puedan aclararme. Mi sitio no es solo informativo: es una herramienta

                                                                                                                      • Add a Parameter to the ZOHO CRM Deluge sendmail to denote priority (defaulting to normal if unspecified)

                                                                                                                        Hello! There is a similar thread for Creator out there that is 2 years old, but I'd like to raise it in the ZOHO CRM category as well. Would you kindly update the existing Deluge sendmail function to allow a priority parameter? The parameter should allow

                                                                                                                      • Set Custom Icon for Custom Modules in new Zoho CRM UI

                                                                                                                      • Email outbox is now available in the sandbox

                                                                                                                        Hello all! Testing emails without visibility has always been a blind spot in the sandbox. With the new Outbox, that gap is closed. You can now view and verify every email triggered from your sandbox, whether it’s through workflows, approvals, or mass

                                                                                                                      • Transform 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 handwritten

                                                                                                                      • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

                                                                                                                        so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

                                                                                                                      • Add the ability to Hide Pages in Page Rules

                                                                                                                        Hi, We have Field Rules to show and hide fields and we have page Rules, but we can't hide a page in Page Rules so it isn't completed before the previous page (And then have the Deny Rules to prevent submitting without both pages completed), we can only

                                                                                                                      • Data Export is forcing Creation/Modified date just like reports

                                                                                                                        The data export now forces you to select a created or modified date. There is not an All-Time option. This severely cripples the whole function of data export for audit purposes. If the data export (or reports for that matter), requires a date, there

                                                                                                                      • Calendar Year View?

                                                                                                                        Is there a way I can view the calendar in year view? Maybe create a page with a view like this?

                                                                                                                      • Automation Series: Auto-update Project End Date When a Task is Rescheduled

                                                                                                                        When a project is planned, tasks are scheduled within the projects timeline. Any delay in the predecessor tasks can delay dependent tasks, which can in turn impact the project timeline. Unless the project is manually rescheduled, the end date might not

                                                                                                                      • What is a realistic turnaround time for account review for ZeptoMail?

                                                                                                                        On signing up it said 2-3 business days. I am on business-day 6 and have had zero contact of any kind. No follow-up questions, no approval or decline. Attempts to "leave a message" or use the "Contact Us" form have just vanished without a trace. It still

                                                                                                                      • Zoho Social | Instagram Integration in Zoho Desk

                                                                                                                        Good day Zoho team! I have a question. If we link the Instagram business account to our Facebook page, and we integrate the Facebook to Social in Zoho Desk, the "Messages" from Facebook will be converted into Ticket right? Does it also convert the Instagram

                                                                                                                      • Cliq iOS can't see shared screen

                                                                                                                        Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

                                                                                                                      • Rich-text fields in Zoho CRM

                                                                                                                        Moderation Update: During the initial release of Rich Text fields, it was supported only in the Enterprise and Ultimate editions. We have gradually extended Rich Text fields to all the paid editions of Zoho CRM. Hello everyone, We're thrilled to announce

                                                                                                                      • Tip #52: Practical uses of Zia Search in Zoho Sprints

                                                                                                                        If your agile team uses multiple Zoho apps, your team members might often find themselves switching between those apps looking for related information. When the data you're looking for is spread across different workspaces within Zoho environment, rely

                                                                                                                      • New field in Zoho Forms: Validate structured data with the Regex field

                                                                                                                        Have you ever received form submissions where the information looked almost correct but wasn't quite in the format you expected? Maybe an employee ID was missing a character. A PAN number was entered in lowercase. A license number had an extra space.

                                                                                                                      • Import Excel from email into CRM

                                                                                                                        I receive a daily Excel file by email and I would like to have it automatically imported into a custom Zoho CRM module. Do you think there's anything that can be done? My first idea was searching for a native option in CRM, such as "send an email to a

                                                                                                                      • Approve 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 add

                                                                                                                      • Zoho Connect is now even smarter and more personalized

                                                                                                                        Hello everyone, We’re excited to introduce new features and enhancements to help you personalize the employee experience, connect workplace knowledge with AI, and create more engaging dashboards. Deliver relevant dashboards with Audience With Audience,

                                                                                                                      • Stop Zoho Projects From Automatically Adding Client Users

                                                                                                                        I have a custom function that creates a Zoho Project for every Quote attached to a Deal when it moves to Closed Won. Everything works fine, except for the fact that connecting a Zoho Project to the CRM automatically takes the Contact associated with the

                                                                                                                      • Global "Search" in FSM

                                                                                                                        I'm missing the global Search function like in CRM. This should save us a lot of time. We don't now upfront if the customer is a Contact or a Company. So now we have to guess in what module to start a search/filter. Also looking up an address, phone number,

                                                                                                                      • Canvas not working

                                                                                                                        I have a canvas running. I selected it as the default for all options, but mainly want it for Portals. It isn't working. I selected Assign Canvas in both the Dtailed View and in the module itself. Nothing has happened. Any help?

                                                                                                                      • LinkedIn RSC is now live in Zoho Recruit

                                                                                                                        LinkedIn Recruiter System Connect (RSC) is here. Your Zoho Recruit data (candidates, jobs, notes, stage updates, resume attachments, and more) now syncs with LinkedIn in real time. Note: LinkedIn RSC is included with your LinkedIn Recruiter Corporate

                                                                                                                      • Add the Zoom Option to the Camera

                                                                                                                        Hi, I use the ZOHO Forms Camera so I can manage metadata, compression, etc. but this doesnt have the zoom parameter activated, so when we have photos in a tight space and want to use 0.5 for example, we can't, can this be enabled please. Thanks Dan

                                                                                                                      • The Social Wall: July 2026

                                                                                                                        Hello everyone! We're halfway through the year, and we bring to you three new updates designed to help you experiment with your content, discover your top-performing posts, and automate your engagement workflow. Instagram Trial Reels Instagram trial reels

                                                                                                                      • What's New in Zoho Invoice | April – June 2026

                                                                                                                        Hello everyone! We're back with the latest updates and enhancements we've rolled out in Zoho Invoice from April to June 2026. Here's what's new this quarter: Connect Zoho Invoice to AI Using Zoho MCP Customize Accessibility Preferences Attach Annexure

                                                                                                                      • Help with SEO

                                                                                                                        Hi There, I have recently published a site and added some Keywords in the SEO settings. Searching Google I currently don't find my site though. When do these settings take effect? In the SEO settings there is also a section "Sitemap" I can change settings for "frequency" and "Priority" What do these settings do? Kind regards

                                                                                                                      • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

                                                                                                                        Availability Update: 29 September 2025: It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition exclusively for IN DC users. 2 March 2026: Available to users in all DCs except US and EU DC. 24

                                                                                                                      • HR Helpdesk Cases

                                                                                                                        We have Zoho One Enterprise. I'm trying to find HR Helpdesk Cases, but my UI does not match the documentation. I'm not sure how to move forward.

                                                                                                                      • Next Page