Enabling VoC

1. Navigate to Setup > Zia > Voice of Customer .

2. Click Get Started in the VoC landing page. 
   

In the Voice of Customer activation page, click Activate.

Language pre-requisite:

VoC is presently equipped to analyze only incoming data that is in the English, German, Spanish, and French languages.

Also, it is applicable only for the following data sources: Emails, survey responses, desk tickets, record notes, and social media mentions. The call intelligence of Zia depends on Google's Voice transcription feature and is available only in the English language.

Pre-requisites

VoC is available for activation even if you have integrated one of the channels: Email, Call, Zoho Survey, Social and Zoho Desk with your organization. However, to view all the dashboards with various insights, you'd need all the four channels to be connected.

1. Zoho Mail integration (in order to analyze emails from customers).
   
2. Zoho Survey (in order to analyze survey responses from customers).
   
3. Zoho Desk (in order to analyze Support tickets attached to customers).
   
4. Built-in telephony (in order to get insights from calls)
   
1. Zia's Call transcription (in order to to process call analytics)
2. Competitor alert (in order to detect mention of your competitors by customers in emails, surveys or customer tickets).
   
3. Zia's Recommendation (in order to present Cross Sell Analytics)
   

Note:

1. Once enabled, VoC will start gathering data right from the date of activation.
   
2. If there is not enough data for Zia to produce results, the dashboards will not be generated.
3. For computation of insights, the previous 6-month customer data will be considered.
   
4. The insights are auto-computed/refreshed with current data once in every 24 hours. However, you can initiate a manual refresh for up to three times in a day to view the latest data projections.
5. VoC can analyze email responses from the time of integration/activation via IMAP protocol. However, if you'd like to fetch older emails, you'd need to integrate your organization with the IMAP protocol via the new email configuration. 

With respect to processing previous email responses:

1. Upon activating VoC, the system will start retrieving and processing email responses from 90 days before the VoC activation.
   
2.  It is important to note that, the retrieval will halt if 30% of the maximum response limit is reached even before the 90 days period is completed.

Customizing VoC Settings

1. The primary module chosen, in this case Contacts.
   
2. Keywords in the emails/tickets/survey responses sent by your contacts
   
3. The time of competitor mention by each contact
   
4. The list of your competitors from Zia Competitors settings.
   
5. The Industry field in the Contacts module.
   
6. Deals related to the respective contacts
   
7. Deal status field (to observe lost deals)  
   

1. Choosing the primary module
   
2. Choosing related modules
   
3. Mapping data input fields
   

1. Parent module: Any module associated to the primary module via a Lookup field will be listed here. Example, Contacts and Accounts.
   
2. Sales module:  Here, you will typically choose the module where your sales data are tracked. Example, Deals/Opportunities/Subscriptions/Potentials.  
   
3. Inventory module: If your product information is tracked in Product or Price Books you can select the required modules here. 

For instance, Contacts (Primary module) should be a lookup in Deals (Sales module). Accounts (Parent module) should be a lookup in Contacts ( Primary module). Contacts (Primary module) and Deals( Sales module ) should be in a lookup relationship in Products (Inventory module).

Note: You can choose to skip the module associations if it is not applicable for you. Example, you want to capture VoC insights based on your partners' communication with your organization. Here the sales and inventory modules may not be applicable. You may choose "None" for these steps and proceed with other settings.  

Data Sources

1. Email conversations
   
2. Surveys
   
3. Social media channels
   
4. Notes
   
5. Calls
   
6. Help desk channels.

Adding Notes as source in VoC

1. You can select which module's notes must be used for insights in VoC in data source settings (e.g., Lead-Notes, Contact-Notes).
2. When a note is added to a CRM record, VoC extracts and processes the note's message, title, and content for responses. The user can can filter which part of the response VoC needs to consider – only the message, only the title or both message and title. Also, notes shared by the user based on role or group and also from customers via portals.
3. Deleted notes related to VoC records are removed from the analysis and will be added back to the analysis if the deleted note is restored.
   
4. If a note is edited after being added to VoC for analysis then VoC will not consider the edited version.

Adding Social as a source in VoC

1. VoC supports Facebook and Twitter.
2. VoC collects responses from:
1. Literals with mentions of your brand on Facebook posts.
2. Comments on your brand's posts.
3. Literals with mentions of your brand in Twitter tweets.
4. Comments on tweets made by your brand.
   
3. Link your Facebook or Twitter accounts to the brand. Ensure your Facebook account has at least one pag

Configuring a VoC Dashboard

Notes:

 

1. You can reorder dashboard components by clicking Actions > Reorder.
    
2. You can rename a dashboard component by clicking the Edit icon against each component name. 
   

To configure global criteria

1. Go to the Voice of Customer module from the top panel.
   
2. Click on any dashboard.
   
3. Click the Settings icon in the top-right corner.
   
4. In the Configure Dashboard page:
   
1. Select the channels: Zoho Survey, Zoho Desk, Email, calls.
   
2. Select a module: Leads or Contacts.
   
3. Choose a time frame.
   
4. Select the grouping: Day or Week.
   
5. Set the Zoho Survey preferences if you selected Zoho Survey as one of the channels.
   
6. Check Include All Surveys or Select Surveys and then choose the surveys you want to include from the dropdown list.
   
   
7. Set the keyword preference: Include all keywords or Exclude keywords.
   Mention the keywords you want to be excluded from analysis.
   
   
8. Set the Email Preference   if you selected Email as one of the channels.
   
9. Check All Emails or Select Emails and then choose Cc/From/Subject/To fields to set the required criteria.
   
10. Click Add Criteria and choose the field and value to create VOC for a specific subset of leads or contacts.
    
5. Click Configure .
   
6. To edit the global configuration
   
7. CRM admins can edit the global configuration as needed to adjust the analysis by following the same steps used to set the global criteri a initially.
   
8. Remember that if a computation is already in progress, then you will not be able to edit the configuration. The configure button will be greyed out and the message Computation in Process will be displayed.

Managing components : Chart options

1. Clone
   
2. Edit
   
3. Delete
   
4. Print
   
5. Embed URL
   
6. Download
   
7. Share
   

Notes:

1. You cannot edit the following types of charts owing to their behavioral computations. We are, however, working on the possibility of enabling edits in the future.
   
1. Marimeko charts
   
2. Quadrant analysis
   
3. Anomaly detector
   
4. Cumulative analysis
   
5. Dial chart
   
6. Waterfall chart
   
7. Sankey chart
   
8. Survey comparison analysisS
   
9. Voice-based forecast dashboards
   
2. The options: print, embed URL, download, and share are not available for charts part of personal customer insights, multi-wordcloud charts from survey comparison and competitor trend anomaly from competitor dashboard.
   
3. You can delete only custom charts.
   
4. The organization should have any of these communication vendors: Zoho Cliq, Slack, MS Teams, Cisco Webex, and Google chat, integrated with Zoho CRM to share charts.
   

To access these controls

1. Go to the desired chart.
   
2. Click on the vertical ellipsis (⋮) to access these control.
   
3. Click on Edit to edit the chart.
   
4. Click Clone to clone the chart.
   
5. Click on Delete to delete the chart.
   
6. Click on Print to print the chart.
   
7. In the ensuing page, click on the Print button.
   
1. Provide the preferred print settings and print.
   
8. Click Embed URL to copy the chart's URL. Also, in the allowed domains field, enter the domain name to whitelist and render the chart.
   
9. Click on Download to save the chart as .jpeg or .pdf files
   
10. Click on Share to share the charts with desired channels or users. Remember, you can share only through channels you have integrated with Zoho CRM. 

Email Exclusion

Email ID Exclusion feature in Voice of the Customer (VoC) is designed to help you filter out responses from spam or irrelevant Email IDs from your VoC analysis. By excluding such Email IDs, you can generate better insights and reduce unwanted processing, ensuring that the feedback you analyze is more meaningful and accurate.

Let's say you manage customer feedback for a software company, and you use VoC to gather insights from various sources, including email communication.

However, you have noticed that some email addresses consistently send automated system-generated messages that are not relevant to your customer feedback analysis. You want to exclude the responses from these Email IDs that do not genuinely contribute to feedback analysis and reduce unnecessary processing time. That is where Email ID Exclusion comes to your aid. 

Please note that when Email IDs are excluded, you are not only excluding email communication from that email address, but also Survey, Zoho Desk responses, and other integrations of VoC associated with that email address will be excluded from VoC analysis.

The primary purpose of Email ID Exclusion is to,

1. Ensure that your VoC insights are based on genuine customer feedback by filtering out spam and irrelevant email IDs, leading to better decision-making and improved customer experiences.
   
2. Reduce unnecessary processing in your VoC analysis.
   
3. By filtering out irrelevant Email IDs you also save on storage space taken up by the emails from these IDs.
   
4. Allow users to manually add Email IDs that are considered spam or uninformative.

Availability

Base limit for Email IDs that can be excluded for an org is 10 for all Zoho CRM editions. This will increase dynamically based on user count of the org.

 

User Count	Limit
Less than 50	10
50-100	25
Greater than 100	50

 

Excluding an Email ID will stop VoC from collecting responses from that email address and also delete existing responses from that email address. 

To exclude Email IDs

1. Log in to your Zoho CRM account with Administrator privilege.
   
2. Navigate to Setup > Zia > Voice of the Customer.
   
3. In General Settings, click on the View Excluded Email ID(s) option.
   
   
4. You will see two categories of excluded emails,
   
1. Excluded Email ID(s): These are Email IDs have been excluded from VoC analysis. All excluded Email IDs will be listed here along with the associated customer detail.
   
   
2. Suggested Email ID(s): These are Email IDs suggested by the system as potentially spam.You can review these emails and decide whether to exclude them in your VoC analysis.
   
   
   

   Note: You can include an 'excluded Email ID' from the Excluded Email ID tab.
   
   
5. You can also manually exclude Email IDs that are spam or uninformative by clicking on the Add Email ID to exclude button.
   
6. To exclude custom Email IDs, search for the Email ID. You can see the associated customer's record and confirm the exclusion. Once excluded, VoC will no longer analyze communications from that Email ID.
   
   
   

Disabling VoC

If you'd like for VoC to stop gathering voices and processing them, you can stop the process by deactivating VoC. However, you can choose to retain the data gathered thus far or delete all of them. 

Note: It is important to remember that if you choose to deactivate with data intact, the interim data will alone be unavailable. On the other hand, if you delete all the existing data, reactivating VoC will start afresh.