VoC analytical dashboards
Summary analysis: A VoC chart for on-the-go insights
Summary analysis is a VoC dashboard built to provide a rundown of your customers’ responses and behaviors. The dashboard comes with multiple summaries providing insights about various analysis. Structure of a summary component A summary component is ...
Conduct root-cause analysis in VoC
Root-cause analysis (or RCA, as it is popularly called) is an investigation businesses do to identify the underlying cause or insufficiency that triggered a loss or created a problem in the business. The activity entails defining the problem and ...
Create custom dashboards
VoC offers insights through a diverse set of standard dashboards across multiple categories. In addition to that, VoC also supports creation of custom dashboards (User created dashboard), allowing users to customize the insights to their specific ...
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 ...
Call analytics
Call analytics is a VoC dashboard that displays charts on key insights observed in your call correspondences. Importance of call analytics The conventional mode of communication, calls, are versatile and on-demand when it comes to understanding and ...
Voice based forecast analysis
As you may already be aware, Forecasts in Zoho CRM help you set and achieve sales targets for your teams by a specific period (by month, by quarter etc). By creating and working with forecasts, you are effectively able to use the knowledge of current ...
Segmentation Analysis
Segmentation Analysis is a set of dashboards that groups VoC insights on the basis of customer segmentation settings in your CRM account. This dashboard presents five charts and are as follows. The Segmentation Analytics category on VoC is designed ...
Cross sell analytics
Cross sell Analytics — Overview The Cross sell Analytics category on VoC is designed to offer you insights about the increase or decrease in sales and corresponding feedback after a cross selling initiative has been made. Cross selling is a popular ...
Survey Comparison
The Survey Comparison dashboard is extremely helpful for marketing exercises and also for improving your products/services based on customer feedback. If you want to analyze customer feedback specifically from surveys and draw insights by comparing a ...
Competitor analysis
Competitor analysis is a key area in Voice of the Customer programs in understanding your customers and empathising with them. As part of this exercise, you would conduct campaigns and send out surveys to monitor your customers' sentiments about your ...
Response based sentiment analysis
Response-based sentiment analysis Zoho CRM makes a sentiment analysis on your customers' conversations on different communication channels such as email, surveys, calls, and customer support tickets. This analysis is presented in the form of various ...
Sentiment based profile analysis
The customers are categorized as promoters or detractors based on the sentiment of their feedback. This computation only takes the number of customers into account. 1. Customer Trends The customer trend is calculated based on a customer's sentiment ...