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.

    Access your files securely from anywhere

      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






                          Quick Links Workflow Automation Data Collection
                          Web Forms Enterprise Begin Data Collection
                          Interactive Forms Workplace Data Collection App
                          Offline Forms Customer Service Accessible Forms
                          Digital Forms Marketing Forms for Small Business
                          HTML Forms Education Forms for Enterprise
                          Contact Forms E-commerce Forms for any business
                          Lead Generation Forms Healthcare Forms for Startups
                          Wordpress Forms Customer onboarding Order Forms for Small Business
                          No Code Forms Construction RSVP tool for holidays
                          Free Forms Travel
                          Prefill Forms Non-Profit

                          Intake Forms Legal

                          Form Designer HR

                          Card Forms Food
                          Assign Forms Photography

                          Translate Forms Real Estate
                          Electronic Forms

                          Notification Emails for Forms Alternatives
                          Holiday Forms Google Forms alternative 
                          Form to PDF Jotform alternative





                                            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

                                                                                                              • Zia's Smart Prompt - Frequently Asked Questions

                                                                                                                Zia's Smart Prompts, built in collaboration with OpenAI's ChatGPT, is an intelligent tool that helps CRM users enhance their daily productivity. From learning all about a customer to communicating with them eloquently, from streamlining note-taking ...
                                                                                                              • Zia Presentation

                                                                                                                "We rely on data to tell us what has happened, and stories to tell us what it means." - Nancy Duarte in her book, DataStory The world is gravitating towards data storytelling. A compelling narrative, built on contextual data analysis, portrays your ...
                                                                                                              • 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 ...
                                                                                                              • Capabilities of Zia in Zoho CRM— A perspective

                                                                                                                Zoho CRM harnesses the transformative power of Artificial Intelligence (AI) to revolutionise decision-making across all critical areas of your business, from initial customer interactions to their entire journey. With Zia, AI-powered assistant, Zoho ...
                                                                                                              • Ask Zia

                                                                                                                Zia helps you get instant answers to all your Zoho CRM data questions for any module via a conversational interface. For example, say you're asked to attend an impromptu team meeting. You want to share what your sales pipeline looks like for the ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

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



                                                                                                                  eBooks

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



                                                                                                                  Webinars

                                                                                                                  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