Adding calls as a channel in Voice of the Customer

Adding calls as a channel in Voice of the Customer



Dear All, 

We hope you're well!

It's been almost a year since we opened Zoho CRM's Voice of the Customer solution up for early access. We are grateful for the reception and support you have been showing us with regards to its adoption and feedback. Since the big release, we have been developing more customer-forward features to go with it: the latest one being Voice-based forecast analysis. You can find the help documents here: Voice of the Customer.

Now, to expand the scope of VoC for your business, we have developed the ability to use calls as a source.

Calls as a source

Calls are undoubtedly the common mode of communication in every businesses. On a busy day, calls act as an on-demand recourse to follow-up your leads, clarify doubts, fix problems, and so on and are a potential source to reveal candid customer expressions. Realizing this, we are bringing insights derived from call correspondences in your organization, in addition to the existing sources: Zoho Desk, Zoho Survey, and emails. 

How will this addition benefit you?

The benefits of adding calls as a source are two-fold.

  1. Dashboards that display insights from existing sources will now carry insights from calls as well. This broadens your scope of understanding your customers' opinions and feedback on your business.  
    The dashboards that will have call insights are:

    Response-based sentiment analysis
    The response-based sentiment analysis provides you with intel about common sentiments observed in your customer responses across mediums. The following charts in this dashboard portrays insights from calls as well for greater accuracy in the analysis of sentiments in the responses. To learn more about this dashboard, click here.
  • All keywords tabular view: The below image tabulates the keywords used by your customers in different mediums and their sentiments. As you can see, "Efficient", with positive connotation, is a keyword ranked top with highest usage across all available mediums. At the same time, you can see another keyword with negative undertone, "Slowness", is also being used across different mediums. With calls now being an added channel, implies the gravity of these keywords' sentiments.

  • Sentiment vs medium: The sentiment vs medium chart is a simple bar diagram comparing different sentiments expressed across different channels. You can ascertain which feedback from which medium has more intensity to it. For example, the below image suggests that customers are more positive through calls than they are in the emails. This means, when there is a critical situation, such as an escalation, calls are the best mode to approach customers and explains that one-to-one verbal communication helps settle a fix.

           
Competitor analysis
Competitor analysis shows the reality of your customers' perception. It will help you tailor a favorable workaround to approach your prospects and customers and win the deal. The following chart shows the keyword mentions used with respect to the competitors and the underlying sentiments from different mediums, including calls. For more information about competitor analysis, click here.

All keywords related to competitor mention tabular view:
The service offering is positively regarded for certain competitors. There are consistent mentions about them in different channels, including calls.

2. A dedicated dashboard for call analytics: A call between your business and your customer contains valuable subjective cues, such as their expectations, interests, sentiments, issues, and more. This dedicated call analytics dashboard will display two charts that will collate frequently used keywords by your agents and your customers through which you can get a quick peek into what is being discussed in your business.

Let's learn more!

Call Analytics dashboard

The call analytics dashboard deals purely with call correspondences in your organization. It displays the following charts:
  • Frequently spoken keywords by agents
  • Frequently spoken keywords by customers 
Cue:  More call-based insights are under development and you will hear about them in the coming days.

How are keywords aggregated?

Using the most recent call transcription features, Zia will be able to facilitate transcription of your recorded calls to text. Using its simple text analysis, Zia will be able to identify who is the customer and who is the agent, and aggregate the top 30 key words used by both your agents and customers.
Here's an illustration as to how Zia works on the call transcription text:


Using call intelligence, Zia can collate keywords to come up with a useful call analytics dashboard.

Notes:
  • Calls will be the default source/channel for this dashboard, and you cannot change it.
  • This dashboard is only available for Leads and Contacts modules.
  • In order to use this dashboard, you need the following facilities enabled:

Managing call analytics dashboard:

You can do the following actions to manage the call analytics dashboard:
  1. Configure dashboard
    • Choose which module, you want the call analytics to be displayed for.
    • Choose the desired data type
    • Choose the time frame
    • Choose the grouping
    • Enter the keyword preferences

  2. Reorder the charts

  3. Alter the sentiment preferences for individual charts

Availability: The enhancement will be available for users subscribed to the early access program in the EU, US, and IN DCs.
Resource: Help document

That's all for today's announcement. We hope this new addition will help you get closer to your customer opinions and help you act upon them. Should you have any feedback/questions/doubts, feel free to drop them in the comments section, our experts will be happy to take them.

Thanks and have a good one!

Kind regards,
Saranya Balasubramanian

      • Recent Topics

      • Whatsapp Notification For Cliq

        We have integrated WhatsApp Business into Zoho CRM, and messages are coming through to the CRM. However, I want a notification message to be sent to the data owner in Cliq when a new message arrives. This doesn't seem possible through rules. Is there

      • Zoho Books Sandbox environment

        Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

      • Prefill Zoho Bookings form fields when using 'Email Booking URL' button in Zoho CRM

        I'm utilizing the 'Email Booking URL' button in Zoho CRM, linked to the 'Contacts' module. After the contact sets the meeting details and receives the email, I want the Zoho Bookings form to automatically pre-fill with their information (name, email,

      • Call Counter

        For context, our Leads Page is configured with three separate phone number fields. This allows us to store multiple contact numbers for each lead. We've also integrated a click-to-dial feature in our CRM system, which enables us to make calls directly

      • Power of Automation :: Incorporate your desired tasklist into a new project automatically

        Hello Everyone, A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate

      • How to delete Inactive users?

        We want to delete inactive users from our system, but went you deactivate still the names are shown at the inactive section. How to get really rid off these names? Thanks for your response! Fabian van den Barselaar

      • Events disappearing in Calendar

        To reproduce the bug: 1.- Add a new event in Calendar 2.- Type any name for the Event 3.- Click "Create" 4.- The event appears 5.- Click on the event to open it 6.- Optional: Edit the event 7.- Click OK 8.- After two seconds, the event disappears Now, click on another day and then come back to the inserted event's day. The event appears.

      • Variable time for consultation.

        We would like to be able to not set a predefine time for the consultation. We wont be using this for the customer it's going to be use internaly to keep track of workers on the road that have appoiment and installation. Something in the line of a FSM

      • Integration Zoho Books in CRM

        Hi, I integrated the CRM with Books. This allows me to display accounting documents assigned to a customer directly in the CRM. This is a very convenient option. Unfortunately, I can't find a solution to properly set permissions for my sales department.

      • Scheduling Actions by Date and Reusing Webhooks in Journey Builder

        Hello, I’m trying to use the Journey Builder feature, but I noticed that it only allows scheduling actions forward in time, not based on a specific date. It would be very helpful if we could schedule actions ahead of time based on predefined date fields.

      • New Customization options in the module builder: Quick Create and Detail view

        Hello everyone, We have introduced two new components to the module builder: Quick create and Detail view. The Quick Create Component It is a mini form used to create a record and associate it to the parent record from a lookup field. For example, if you have a Deals lookup in the Contacts module, then you can associate existing deals or create a deal and associate it with the contact. You can customize this Quick Create form by adding standard as well as custom fields. There is no limit to the number

      • Project Change Orders and Additions

        We are in the process of migrating from QuickBooks Online to Zoho Books. We have Zoho One and like the ability to sync all of our data across everything. And I like that projects work in a way that's less dumb than QuickBooks. I'm trying to figure out

      • Create Invoice With More Than One Item/Product

        I was trying to use Zoho Flow to automatically create an invoice when an opportunity is marked won in Zoho CRM. However, you can only add one item/product using the Create invoice module. Is it possible to add more than one item/product to the same invoice?

      • Formulae field(Sum) not updating when a sub form entry is deleted

        Hi there, I was facing this issue wherein I have a main form called 'Work_order_Form' and in that main form I have a sub form called 'Items' and in that items I have a field called 'Print_Charges'. So in my main form I have a formulae field which calculates

      • Regarding the integration of Apollo.io with Zoho crm.

        I have been seeing for the last 3 months that your Apollo.io beta version is available in Zoho Flow, and this application has not gone live yet. We requested this 2 months ago, but you guys said that 'we are working on it,' and when we search on Google

      • Count of Distinct IDs when they appear multiple times within a selected time period

        I have a transactions table which includes the columns: date, customer_id and order_id. I want to be able to count the distinct customer_ids within a date range when those customer_ids appear across multiple rows (because they have multiple orders within

      • How do I append customer number to invoice number?

        New Zoho Books customer using the free trial and trying to figure out how to append the customer number to the invoice number. For example, my customer number is: ACME My current invoice number is: 24-XXX I would like my invoice number to be: ACME-24-XXXX

      • Double spacing issues in Zoho Mail

        Some of my emails are double spacing and others our single space very anoying, wanted to know how to fix the problem. Also, can't get my signiyure on my emails to be singled space someone please help!!!!!

      • Have an input card for zobot that could collect Name, Email, and Phone or a message all at once

        It would be great to have an input card for the codeless bot in a form style that allows it to ask all relevant questions at once. at any point in the chat flow or conversation, This approach would simplify the interaction, making it easier and more straightforward

      • Webhook Failure Alerts and Retry Mechanism

        Dear Zoho Team, I have a workflow in Zoho CRM that sends a webhook whenever a specific field is updated. Occasionally, the workflow fails, and I can manually check the errors under Settings > Automation > Actions > Webhook > Failures. However, these failures

      • Zoho CRM not saving edited quotes

        When I am editing existing quotes, zoho CRM often gets stuck and I see only the red circle with line through it when I try to save my edits for that quote. This is destroying my workday. Help please!

      • Introducing the Zoho Sign and Bigin integration

        Greetings, We're thrilled to announce that Zoho Sign has integrated with Bigin by Zoho CRM, bringing a seamless signing experience directly into your small business CRM. You can now sign, send, and manage your contracts and agreements directly from your

      • Zoho Survey Partially Completed Send Reminder to Complete the Survey

        I have couple of survey's set up through a link webform. These survey's are not being distributed through email, only a website link. We get more than 50% partially completing the survey. Is there a way to send an email to these people? I looked under

      • Dynamic Variables for Organization Names in Forms and Emails

        I’m currently using your platform to distribute a standardized questionnaire to various organizations, and I would like to make the experience feel more tailored to each recipient. Specifically, I’m wondering if it is possible to use a dynamic variable

      • Migrate from crm plus a zoho

        Hello, it turns out that I migrated my account from CRM Plus to Zoho One on the same administrative license, and when I reviewed what CRM, Desk and Sales are, IQ they are with another organization, I do not migrate, for example I enter CRM and I can see

      • Custom Modules - Zoho Desk - iOS

        Hello, everyone! In the iOS version(v2.8.9) of the Zoho Desk mobile app, we have introduced support for custom modules as a related item to the standard modules like Tickets, Contacts, and Accounts. This new feature allows you to capture unique information

      • Update Candidate Status Through Workflow in Blueprint

        Hi Team,  We have a blueprint built out with custom functions that update particular fields based on candidate actions. When particular fields are updated we need to move the candidate forward in the blueprint. We tried to do this through a workflow,

      • QR Code generation - native

        All, FYI Google have recently depreciated their QR Code API refer: https://stackoverflow.com/questions/55021765/deprecation-of-google-infographics-qr-codes Annoyingly, this has meant we needed to change our links over to another provider. Creator team:

      • Double Value in KPI - Zoho Analytics

        Hi Team, I tried to implement this in Zoho Analytics but couldn't figure it out. Here's the scenario: I want to display the total number of tickets created, along with the count of closed and in-progress tickets, all in a single KPI. How can I achieve

      • Rich-text fields in Zoho CRM

        Hello everyone, We're thrilled to announce an important enhancement that will significantly enhance the readability and formatting capabilities of your information: rich text options for multi-line fields. With this update, you can now enjoy a more versatile

      • Archiving Contacts

        How do I archive a list of contacts, or individual contacts?

      • Change default identifier field in custom module

        Hi, i have searched through several community posts and helpdesk articles but i have not been able to find a proper solution for our problem yet. We have created a new module which aims to provide similar functionality as the default "accounts" module.

      • Unveiling Cadences: Redefining CRM interactions with automated sequential follow-ups

        Last modified on 01/04/2024: Cadences is now available for all Zoho CRM users in all data centres (DCs). Note that it was previously an early access feature, available only upon request, and was also known as Cadences Studio. As of April 1, 2024, it's

      • Zoho Books - Branches - Can I cross-charge between branches?

        Hi,  We have two parts of our company, manufacturing and sales. The manufacturing side will invoice/bill the sales side for the materials and labour on each order.  I have recently discovered the Branches feature in Books and it fits well with our set

      • Books Custom function - Not executing..

        Use case : Module involved = Invoice When an Invoice is "Approved", the "current date" is more than "n" days and the "Amount" to be received is more than 0 I want a cliq message to be triggered in a channel and to be executed Daily(Scheduled) at 10:30

      • Delete Transactions in Zoho books

        Hi, Zoho books have been migrated from 01.04.2023. However, there are few transactions passed for the period 01.04.2022 to 31.03.2023. I would like to delete all the entries passed during that period. Can you please help in deleting the same.

      • Generate access token(Google OAuth 2.0) dynamically using deluge

        How to generate Google OAuth 2.0 access token dynamically using deluge to Add the zoho books invoice data in google spread sheet.

      • Placeholders for Multi-Level Discount

        I am using custom templates for Invoices and all other modules. Since i have activated multi-level discount (an early-access feature from zoho) "discount at line-item and transaction level", I need placeholders for using them in my custom templates. With

      • Power of Automation: Streamline status update for linked issues.

        Hello Everyone, A Custom Function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as to when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. We have

      • How to have two separate views for different countries

        Hi there, currently i have two offices i want to add to zoho crm, one office is in singapore which i have already implemented fully. The other office being malaysia which i want to implement. One issue with this is we want the malaysia office users to

      • Next Page