Voice of the Customer: Frequently asked questions

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 will not allow you to activate the voice of the customer feature. So kindly integrate one or more of the channels from Email integration (IMAP), Zoho Desk, calls (Built-in telephony),  and Zoho Survey

If one or more channels are integrated and VoC is enabled when can I view the insights under the voice of the customer tab?

Zia will start collecting data and will show you insights under the voice of the customer tab after an hour from activating the Voice of the customer feature.
For example - You activated the dashboard at 10 am. You can start viewing the insights under voice of the customer tab at 11 am i.e the data processed time.

When will the data be updated to the charts on daily basis?

Data will be updated to the dashboards under the voice of the customer tab daily on the same time as the data gets processed.

If one channel is integrated and VoC is enabled. And after one hour of insights being shown, another channel is being integrated. When can I view data from that channel?

Since its auto-update of data without computation, data of the newly integrated channel will be shown at the same time of activation but on the next day.

How can I view the insights immediately without waiting for auto update?

You can compute the dashboard under settings in each dashboard.

What profile do I need to be to view Dashboards under voice of the customer tab?

You need to be under the administrator profile to view the dashboards.

What is the maximum data gathered for the voice of the customer dashboards?

For each dashboard, a maximum of three months data is stored.

How many times can I compute a dashboard?

The computation is allowed maximum of three times per day for every dashboard under the voice of the customer tab.

What is the minimum and maximum email count will be processed?

There are no mail specific count as far as the entire response count is concerned. However, based on your CRM edition and the number of user licenses you posses, your maximum response limit varies. There are no minimum limits.
      

Editions

Maximum response limit per number of user licenses

20 to 49 users

50 to 99 users

Above 100 users

Enterprise and Zoho One

3,00,000 responses

5,00,000 responses

10,00,000 responses

Ultimate and
CRM Plus

10,00,000 responses




What emails are considered?

All the proper communication related emails received from entities that aren't neutral and intent-less are considered for VOC.


Does VoC analyze all the emails received from CRM contacts if users have integrated their email account via IMAP?

Yes. VoC analyzes all emails received from CRM contacts that aren't neutral and intent-less.


What is the minimum and maximum ticket count considered for processing?

No limits specific to Desk.

What part of the ticket is taken up for processing?

The entire portion of the Desk ticket, including the complete message, feedback and rating will be considered for processing VoC insights.

However, note that this does not include comments from users/agents. Also Zoho Desk feedback analysis is not supported for custom modules, but only Leads/Contacts.

What part of the email is taken up for processing?

The entire mail with the exception of the attachments is taken up.

How many surveys can be added to dashboard?

15 surveys can be added to the Survey preference.

How many surveys are needed for survey comparison?

Minimum of 2. Maximum of 3.

What is the minimum and maximum time duration considered for processing data?

Timeframe can be as minimal as for a day and up to 3 months maximum.

What is the total volume of data?

The response limits varies based on the CRM edition you have subscribed to and the number of user licenses an organization possess.

Editions

Maximum response limit per number of user licenses

20 to 49 users

50 to 99 users

Above 100 users

Enterprise and Zoho One

3,00,000 responses

5,00,000 responses

10,00,000 responses

Ultimate and
CRM Plus

10,00,000 responses


What is the minimum and maximum record count for processing?

There's no record/entity level limits.

How many conditional criteria can be configured in a dashboard?

You can configure up to 10 criteria in a dashboard.


What survey responses are collected in VoC?

Responses for the surveys sent through "Send survey link" from CRM (including responses of surveys sent through workflows) are only considered for the collection in VoC.

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