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
- Go to Setup > Automation > Workflow Rules.
- Click Create Rule.
- In the Create New Rule page, do the following:
- Select Email from the Module drop-down list.
- Enter the Rule Name and Description.
- Click Next.
- Select Incoming email under When you want to execute the rule?
- Click Next.
- In Condition do the following:
- In Would you like to set conditions for email fields? click Yes
- Set the following conditions:
- Email keyword contains 'price'
- Email sentiment is negative
- In Apply this rule to, select the module as Leads
- In Which leads you want to apply this rule to? select All.
- Click Next.
- In Actions, choose Email Notification and associate an email template.
- Click Save.
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