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:
Today, we're here with the following components:
- A response drilldown that shows you the collection of responses behind a particular chart value
- 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:
- Any notes left by sales reps that indicate specific attributes detailed in the chart
- Email responses behind negative sentiments
- Transcripts of calls that had various customer opinions
- Any related support tickets
- Survey responses that detail customer preferences and satisfaction scores
- 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:
- Sentiment summary
- Intent summary
- Pain point summary
- Source summary
- Segment summary
- Customer satisfaction summary
- SWOT summary
- 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
Saranya Balasubramanian
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