Fetch VoC insights on-demand using Kiosk
In this fast-paced world, businesses are rooting for the quick-to-serve, quick-to-solve philosophies to delight customers, as responsiveness directly contributes to customers' experiences.
In Zoho CRM, you can achieve this agility in operations by deploying Kiosks in multiple places. You can fetch records from across the CRM, submit new data on-the-go, and make guided decisions based on the presenting situations. While this swiftness could benefit the process and the business objectives, the associate that is working with these processes needs intuitive information about the customers to respond to them better, and this calls for the need of the voice of the customer.
Understanding Kiosk studio for VoC
Feedback from customer responses are sorted and stored in Zoho CRM as stealth modules called VoC keywords, VoC events, and VoC responses and records inside these modules are instances related to your prospects or customers. By using these customer insights, you can do the following inside a Kiosk: Get records and Zia Insights.
- Text: Text is a descriptive space, where you can detail information or instruction for the user using the Kiosk. You can use Merge fields to be relevant.
- GetRecords: GetRecords in Kiosk is a no-code GET protocol that is used to fetch records and specific information from those records by means of simple configurations. All you have to do is to mention the source module and formulate criteria to fetch the desired records, and you can fetch single or multiple records with desired fields to display without any hassle.
- Zia Insights: From Kiosk, you can view Zia's insights available for a record.
- Fields: Fields allow you to feed in information from Kiosk to your records.
While these are quick service capabilities, a Kiosk when thoughtfully configured, can get and post information from, across, and to Zoho CRM in simple clicks.
Get VOC records from the VoC modules
Although VoC insights are stored as distinct modules, they are only related information to the prospect or customer records. So, by this logic, VoC modules are called the child modules based on the parent module configuration. You can
- View sentiments, intents, and opinions of a single record.
- Or, summon a list of records with shared traits.
To retrieve VoC insights in Kiosk using GetRecords
- Step 1: Create a Kiosk.
Go to Setup> Customization > Kiosk studio > Create Kiosk. - Step 2: Click on the plus icon to create a screen. Give a name for the screen, click on GetRecords under Display Elements.
- Step 3: Click on New GetRecords, to configure the record retrieval criteria.
- Provide a name for this GetRecord configuration.
- In the GetRecords from dropdown, click on Parent record for the first GetRecord you are configuring.
Remember Kiosk feeds on preceding data and configuration to bring data from across Zoho CRM. Thus, it is recommended to have a parent GetRecord root configured and then configure retrieval conditions for VoC insights. And, the parent module should be mapped in VoC module mapping to derive insights from.
In the Choose module, choose the module whose records you'd like to view VoC Insights for. - In Matching conditions, formulate desired criteria to fetch accurate records.
- Furnish sorting preferences and record preferences.
- If your objective with this Kiosk is to fetch records on search, then enable single record fetch and the fields to display on rendering.
- If you want to fetch all records with a specific trait, then select multiple records, specify the selection limit, and select the fields to display.
Your parent GetRecord configuration is over. This will instruct Kiosk to bring up the evident record from the source as configured. To get related VoC insights of these records, You have to create new GetRecords as child modules (As VoC insights are stored as stealth modules related to the main record).
- In a desired Kiosk configuration screen, select GetRecords.
- Give it a name and select the related parent record. In this case, the parent record will be one of the previous GetRecords configured as a parent module.
- Up next, select the child module: VoC response, VoC Events, or VoC Keywords.
- Provide the get records criteria.
- Furnish sorting and record preference.
Likewise, based on your use case, you can create as many GetRecords configurations.
Once you have configured your screens, you can create decision paths and respective actions to complete the Kioks. As a result, you can associate this Kiosk in multiple places in Zoho CRM.
Notes:
- Kindly bear in mind that VoC modules are child modules, which will be fetched only when there is a parent module already configured to GetRecords.
- The GetRecord root with parent module can only be a single record fetch configuration to fetch VoC insights
Personal insights in Kiosk
Personal customer insights are VoC insights displayed for each customers in the configured people module. Learn more about Personal Insights.
In addition to getting VoC records from the stealth modules, you can pull up a customer's personal insights from Kiosk using the ZIa Notification options.
To configure,
- In the Kiosk studio, create a screen with Zia notification element.
- From the dropdown, select VoC insights.
- Click Save and Publish, the Kiosk will render the personal insights of customer record previously selected.
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