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
Editions	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
Editions	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.

Zoho CRM Training Programs

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

Redefine the way you work

with Zoho Workplace

Start your free trial

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.

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

Zoho Workerly Home
Forums
Connect With Us:

Zoho Recruit Home
Forums
Connect With Us:

Start tracking your website metrics today

Use PageSense to understand what your visitors are looking for, how they are behaving, and where they are facing problems on your website.

Ready to improve your website's performance?

Install the PageSense code snippet on your site in a matter of minutes and start collecting in-depth data about the website visitors to grow your business.

Track and measure every business goal

Set up goals in PageSense to measure every single action performed by visitors on your website like button or link clicks, form submissions, and page engagements.

Understand the customer journey on your website

Create funnels in PageSense to quickly see which pages visitors use to enter your website, where they navigate to next, and which pages they decide to leave without converting.

Visualize your visitor's behavior with color codes

Set up heatmaps in PageSense to see where users have clicked more, how far they've scrolled, and on which parts of a page they've spent the most time using color-coded patterns in reports.

Measure customer engagement with your web forms

Use form analytics in PageSense to see how people interact with different fields in your form, whether they complete the form successfully or not, and where exactly they drop out on your form.

Record real visitor interactions on your website

Use session recordings in PageSense to watch a video of all the visitor actions performed on your website including the pages they navigate, the buttons they click, the UX issues they face, and more.

Test and optimize webpages for better conversions

Run A/B or Split URL tests in PageSense to figure out which version of your web page works best for your business and results in the best conversion rate.

Give each customer a unique website experience

Use personalization in PageSense to deliver customized versions of your website for every individual customer based on their demographics, local weather, browsing history, and more.

Grow your business through customer feedback

Run polls on your website using PageSense to understand what your customers think about your products/services and what needs improvement on your site.

Send timely updates that customers love

Use web push notifications in PageSense to schedule and notify your customers about an upcoming flash sale, product releases, promotional coupons, and a lot more that can spark conversions on your website.

Advertise your business to website visitors

Use pop-ups in PageSense to instantly grab the attention of visitors by showing attractive signup offers, coupon code discounts, or email newsletters that can eventually convert them into subscribers.

Access more advanced settings in PageSense

Use PageSense's advanced features like creating mutually exclusive groups, enabling cross-domain tracking, configuring customized project JS, and more to get deeper insights about your website.

Try easy-to-use extensions

Download the PageSense extension app available for your web browser with a few clicks and start collecting all of your required website metrics in real time.

Discover your favorite integrations with PageSense

Get a deeper look at your website's data by seamlessly integrating PageSense with a host of popular third-party apps like Google Analytics, Mixpanel, Intercom, and more.

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
Lead Generation Forms	Healthcare
Wordpress Forms	Customer onboarding
No Code Forms	Construction
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
Holiday Forms
Form to PDF
Email Forms CRM Forms Embeddable Forms Drag and Drop form builder HIPAA Forms

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho CRM Plus?

Deliver unforgettable customer experiences

ACCESS ZOHO CRM PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

New to Zoho Marketing Plus?

Everything you need to run your marketing

ACCESS ZOHO MARKETING PLUS

Zoho Pagesense Resources

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.

New to Zoho Survey?

Access Zoho Survey

Latest Feature Updates

Explore our Pricing & Plans

Zoho Survey Resources

Android Mobile Surveys

Insurvey Blogs

Insight Blogs

Tips & Tricks

New to Zoho Social?

Manage your brands on social media

Access Zoho Social

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Zoho Sheet Resources

New to Zoho Forms?

Latest Feature Updates

Explore our Pricing & Plans

Zoho Forms Resources

Secure your business

communication with Zoho Mail

Get started

Mail on the move with

Zoho Mail mobile application

Go Mobile

Stay on top of your schedule

at all times

Get started

Carry your calendar with you

Anytime, anywhere

Get started

Latest Announcements

New to Zoho Sign?

Zoho Sign Resources

Sign, Paperless!

Sign and send business documents on the go!

Get Started Now

Zoho SalesIQ Resources

New to Zoho TeamInbox?

Zoho TeamInbox Resources

Connect with us

New to Zoho ZeptoMail?

LEARN MORE

Latest Feature Updates

Zoho DataPrep Resources

New to Zoho DataPrep?

Access Zoho DataPrep

Zoho DataPrep Demo

Get a personalized demo or POC

Design. Discuss. Deliver.

Create visually engaging stories with Zoho Show.

Get Started Now

New to Zoho Workerly?

Access Zoho Workerly

New to Zoho Recruit?

Access Zoho Recruit

New to Zoho CRM?

Signup Now

Access Zoho CRM

Latest Feature Updates

New to Zoho Projects?

Access Zoho Projects

New to Zoho Sprints?

Access Zoho Sprints

New to Zoho Assist?

Access Zoho Assist

New to Bigin?

Signup Now

Access Bigin

Latest Feature Updates

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 ...
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 ...
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 ...
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 ...