VoC for Automation

VoC for Automation

VoC in automation allows organizations to tailor responses based on customer interactions, preferences, and feedback, leading to more personalized and relevant communication. Automation also enables swift responses to customer inquiries, issues, and feedback, enhancing overall satisfaction by addressing concerns promptly.

In Zoho CRM, Zia offers features such as email sentiment analysis and email intent. With VoC integration, it is now possible to create workflows in Email module based on specific keywords identified in emails.

Consider this scenario: You receive an email from a lead expressing dissatisfaction with the price of your product. Sales representatives may not always be available around the clock to respond instantly, and such delays could potentially result in losing a deal. However, using email keywords, you can configure a workflow with specific criteria:

- If the email keyword contains 'price'
- And the email sentiment is negative

You can implement automation that promptly sends an email to the lead with a personalized discount coupon. This swift response not only addresses the customer's concern but also enhances their satisfaction, potentially salvaging the deal through timely and tailored engagement.

To set a workflow rule with email keywords
  1. Go to Setup > Automation > Workflow Rules.
  2. Click Create Rule.
  3. In the Create New Rule page, do the following:
    1. Select Email from the Module drop-down list.
    2. Enter the Rule Name and Description.
    3. Click Next.
  4. Select Incoming email under When you want to execute the rule?
  5. Click Next.
  6. In Condition do the following:
    1. In Would you like to set conditions for email fields? click Yes
    2. Set the following conditions:
      1. Email keyword contains 'price'
      2. Email sentiment is negative
    3. In Apply this rule to, select the module as Leads
    4. In Which leads you want to apply this rule to? select All.
    5. Click Next.

  7. In Actions, choose Email Notification and associate an email template.

  8. Click Save.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • 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 ...
                                                                                                      • Creating Schedules in Automation

                                                                                                        Schedules are automated user-defined actions, which can be performed through Functions either at a particular time or on a recurring basis. User-defined actions enable creating unique scheduling situations that can be executed periodically based on ...
                                                                                                      • Marketing Automation - An Overview

                                                                                                        As part of the marketing automation, Zoho CRM provides Campaign management, Email marketing, and Web Forms (to generate leads, contacts, and cases) which are useful for integrating your organization's sales and marketing activities. With the Zoho CRM ...
                                                                                                      • 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 ...
                                                                                                      • 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 ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources