CRM NextGen | Act On Customer Voices

Act on customer voices
Conduct root-cause analysis in VoC
Root-cause analysis (or RCA, as it is popularly called) is an investigation businesses do to identify the underlying cause or insufficiency that triggered a loss or created a problem in the business. The activity entails defining the problem and ...
Acting on VoC insights
In today's technologically-rich business market, companies are in close quarters with customers and their opinions. Through various channels, customers are expressing their contentment and discontentment; gratitude and grievances about your business. ...
Sentiment based profile analysis
The customers are categorized as promoters or detractors based on the sentiment of their feedback. This computation only takes the number of customers into account. 1. Customer Trends The customer trend is calculated based on a customer's sentiment ...
Response based sentiment analysis
Response-based sentiment analysis Zoho CRM makes a sentiment analysis on your customers' conversations on different communication channels such as email, surveys, calls, and customer support tickets. This analysis is presented in the form of various ...
Voice of the Customer — Scope
What is the Voice of the Customer (VoC)? The biggest driving force that continuously propels an organization forward in its growth and efforts, is their constant will to satisfy their customers' needs and keep delighting them. On that note, Voice of ...
VoC Dashboards in Zoho CRM — A Detailed Study
VoC Dashboards — An Overview The insights on VoC are presented in the form of various dashboards under specific categories. In order to understand these insights and use them to make informed decisions you must learn what the various types of ...
Competitor analysis
Competitor analysis is a key area in Voice of the Customer programs in understanding your customers and empathising with them. As part of this exercise, you would conduct campaigns and send out surveys to monitor your customers' sentiments about your ...
Survey Comparison
The Survey Comparison dashboard is extremely helpful for marketing exercises and also for improving your products/services based on customer feedback. If you want to analyze customer feedback specifically from surveys and draw insights by comparing a ...
Cross sell analytics
Cross sell Analytics — Overview The Cross sell Analytics category on VoC is designed to offer you insights about the increase or decrease in sales and corresponding feedback after a cross selling initiative has been made. Cross selling is a popular ...
Voice of the Customer Settings — Enabling, disabling and more.
Enabling VoC CRM admins can enable the feature in the organization's CRM account from Setup. Navigate to Setup > Zia > Voice of Customer . Click Get Started in the VoC landing page. In the Voice of Customer activation page, click Activate. Once the ...
Segmentation Analysis
Segmentation Analysis is a set of dashboards that groups VoC insights on the basis of customer segmentation settings in your CRM account. This dashboard presents five charts and are as follows. The Segmentation Analytics category on VoC is designed ...
Voice based forecast analysis
We have updated the creation of forecast dashboards for each open forecast reports in the organization. We are opening this update gradually across DC. As of 2nd July, 2025, customers in CA, SA, and AU DCs can access this updated functionality. As ...
Voice of the Customer: Frequently asked questions
What languages is VoC available in? VoC currently only analyzes incoming data in the English language. Your CRM account can be set to any other language without impacting VoC's analysis capabilities. If no integration is done what will happen? We ...
Call analytics
Call analytics is a VoC dashboard that displays charts on key insights observed in your call correspondences. Importance of call analytics The conventional mode of communication, calls, are versatile and on-demand when it comes to understanding and ...
Personal customer insights by VoC
NOTE: Permission required: View record level insights: Users with this permission can access and view insightful charts in eligible records from the modules for which VoC dashboards have been created. "The best vision is customer insight" - Malcolm ...
Create custom dashboards
VoC offers insights through a diverse set of standard dashboards across multiple categories. In addition to that, VoC also supports creation of custom dashboards (User created dashboard), allowing users to customize the insights to their specific ...

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