Leverage UX to Power CX: VoC insights are now available in Kiosk

Leverage UX to Power CX: VoC insights are now available in Kiosk

Efficient teams deliver exceptional experiences

Dear Customers,
 
We hope you're well!
 
When we built VoC for Zoho CRM, our focus was in fact to study the "voice" of the customers. It's been over a couple of years since we opened it for you, and we have arrived at a stage where you can act on their responses; Customer experience as a result of customer experience.

Today, we step up and touch on a new chapter—User experience using the Kiosk studio.
Quote
Kiosk is our no-code self-service tool that empowers CRM users with convenience and information on demand. You can summon record information from across the CRM, submit new data to the system, configure if-else decisions, and ascribe quick actions from Kiosk placed anywhere in Zoho CRM. 
With Voice of the Customer joining hands, your users can factor in interpersonal customer insights to make quick decisions and act on them from within the Kiosk.
   

VoC insights in Kiosk:

 
CX or UX—When we talk about optimizing experiences, we cannot omit the human aspect of it. Ultimately, we are all catering to a human entity that expresses sentiments, emotions, biases, and preference which subsequently influences their decisions. Every business needs to have data and cues about their voice to strategize engagement, promotion, reconciliation, and retention.

Thus, VoC insights in Kiosks have become a necessity. Let's see how this is a real UX empowerment!

Escalation management:
Escalation management is a key skill exhibited by leaders in the organization, and it often involves an angry and/or frustrated customer at the other end. While it is their job to offer convincing solutions, the manager might not always know the customers' state of being. With VoC insights sought out at Kiosk, the manager can get a true sense about the customers' pulse before engaging them in reconciliation measures.
This is how you can configure a Kiosk for them: The configuration

This is how the escalation manager can make use of VoC insights in Kiosk:
Kiosk rendering VoC insights associated to the homepage:



Assess product reception:

Irrespective of the number of marketing tools available in the market, the reception of a new product is often reflected in their demand and the customer responses. As a marketer, if you'd like to assess the usage before creating targeted campaigns, VoC in Kiosk will help you see insights firsthand.
  1. You can fetch records of prospects who are enthusiastic about the new product and have queries about the product based on their sentiments and intents. The following can be their criteria:
    1. Response intent is Query, request, purchase
    2. Response sentiment is positive
    3. Response emotion is Enthusiasm, Happy, Gratitude, Trust
  2. Also, to identify and reward customers that promoted the product by mentioning it on their social media handles by tracking their social media mentions right from within the Kiosk.
    1. Response type is Social - Twitter (X). Facebook (Meta)


Optimizing patient response management using VoC:

When it comes to hospitals, end-to-end experience has a big influence on patients' trust. From appointments to admissions, patients expect the hospital administration to be empathetic and thoughtful in their approach. This is where VoC in Kiosk come in handy.
  • As an administrator, you can pull out records of all patients that expressed negative sentiments in their post-care services, further look into each of their personal insights to understand the common problem. From here, you can improvise your response management.
    • Keyword sentiment is negative
    • Keyword mentioned by customer
    • Response emotion is Discontentment
    • Response intent is complaint
    • Survey NPS score is < 3
  • Patients' historical emotional state of being is an important element psychologists refer to before meeting with their patients and VoC insights capturing exactly the same, can become very handy for the counselor to prepare beforehand.
  • Accurate diagnosis is a challenge in online consultations. Doctors, before they connect with their patients, can fetch their patients records from Kiosk to understand their previous ailments and allergies. On top of that, the doctor can understand the patients' sentiments to adjust their approach.
    • Keyword is not empty
    • Keyword mentioned by customer
    • Response is Confusion, Discontentment
    • Responded time is till yesterday
 
These are different use cases VoC can solve using Kiosk. Kindly refer to the help document to explore its use and application in-depth. 

Enhancement 2: VoC charts in homepage dashboards:

In addition to this, for ease of access, we made VoC components available for homepage dashboards. You can create dedicated dashboard only with desired VoC components to get a quick update.

We have opened these capabilities for all customers that have enabled VoC in their organization. We hope to improve your productivity and performance using these on-demand intelligence using VoC. With more such capabilities, we will see you soon!

 
Thanks and have a good one!
 
Kind regards,
Saranya Balasubramanian

      • Recent Topics

      • Best way to schedule bill payments to vendors

        I've integrated Forte so that I can convert POs to bills and make payments to my vendors all through Books. Is there a way to schedule the bill payments as some of my vendors are net 30, net 60 and even net 90 days. If I can't get this to work, I'll have

      • Seamless Round-Trip Navigation for Related Blocks (Detail View)

        As highlighted previously in this post (and here, here, here, and here), we still lack a fundamental capability for seamless navigation in Related Blocks. The popup that appears when adding a related record doesn't exist for viewing/editing existing records,

      • Social Profile Logo Format

        Hello, I'm using Zoho Sites and am attempting to add a couple of social media accounts to my profile that aren't included in the default platforms that are available. What format is the logo required to be in? I have tried .png and .jpg with no success.

      • How to create Sepa Direct Debit XML file: solution and code

        Even though Books provides a payment integration for Stripe and Gocardless (in Europe) there are customers that want to use the Sepa services of their own bank. Mainly because Stripe and Gocardless are quite expensive. In that case they would need a Sepa

      • Traditional Spreadsheet vs Zoho Tables

        Hello everyone, This article explains the differences between Spreadsheet applications and no-code databases, such as Zoho Tables. While both tools belong to the "grid" family, the core difference lies in their purpose. A spreadsheet (such as Zoho Sheet,

      • RFQ MODEL

        A Request for quotation model is used for Purchase Inquiries to multiple vendors. The Item is Created and then selected to send it to various vendors , once the Prices are received , a comparative chart is made for the user. this will help Zoho books

      • Delegate Access - Mobile iOS/iPad

        We’re over the moon that delegate access is now available in Zoho Mail as we were nearly ready to switch platforms because of it! Is there a timeline on when delegate mailboxes will be accessible from the iOS and iPad OS applications? Thanks, Jake

      • Request For Quotation (RFQ) module

        Hello, Do you have any plans to implement a RFQ module in to ZOHO Inventory? I would like to chose items that I require a price for, select a number of different suppliers to e-mail and have them submit there pricing online. I would then like to see a

      • Support for Developing Zoho Recruit Extensions via Zoho Sigma

        Hi, I’m interested in building an extension for Zoho Recruit using Zoho Sigma. However, when I navigate to Sigma and attempt to create a new extension (via the "New Extension" option), Zoho Recruit does not appear as a listed service—only options like

      • FOLDER DISAPPEARED

        Hello Zoho Community. I recently found a problem with no explanation: a folder in Zoho Analytics just disappeared, but the tables and SQL sentences still existed, the folder was not deleted. The solution for me in this case was to create a new folder,

      • How to create estimates/Invoices with sub-totals

        Every other accounting package can create estimates and invoices with Sub-totals. How can I do that in ZohoBooks?

      • Deluge scripts

        Why is there not a search function to make it easier to find the script of interest when modifications are required.

      • Social media simplified with Zoho Social: Why should brands have a Threads profile?

        Just over a year ago, Instagram launched Threads, the all new social media app primarily focusing on sharing text online. It was welcomed by people worldwide with more than 10 million users in just seven hours, and it currently has over 175 million active

      • Auto tracking URL generation based on Carrier

        Hi, While creating a shipment order for a package in Zoho Books, I have a requirement that for example, if the carrier is Delhivery and tracking number is 1234, then can automatically the tracking link/URL be generated as www.delhivery.com/1234. Similary,

      • New Beginnings with Zoho Desk mobile app best practices: Part 3

        In focus: Scaling consistency, intelligence, and customization In our third installment, we'd like to share tips to help you elevate your customer experience as you handle support operations seamlessly on mobile. Let's reconnect with Omniserve, the field

      • Highlights of 2025: Milestones and moments

        Hey everyone! As we step into 2026, it’s a great time to look back at everything 2025 brought to Zoho Social. This year was big, packed with powerful new features, smart enhancements, exciting events, and a major milestone: a whole decade of Zoho Social.

      • Introducing the sandbox environment in Zoho Sign

        Hey there! Customer and partners across the globe have been requesting a testing environment—also called a sandbox—for quite some time. Sandboxes help you try out document workflows before using them in your production setup. This new year, we are excited

      • Can I share the drive with another Windows user?

        We use the WorkDrive Sync application on a server with several remote desktop users. Our question is: Can the drive created by WorkDrive Sync be shared from one of these remote users with the other users so they can access the files, or do we need to

      • Syncing Bills in Zoho Books to Zoho CRM

        Is there any way to sync the Bills in Zoho Books in Zoho CRM

      • Auto CheckOut Based On Shift.

        This Deluge script runs on a scheduled basis to automatically set the 'Actual_Check_Out' time for employees who haven't manually checked out. If the current time is past their scheduled 'Shift_End_Time', the script updates the check-out time to match

      • ERROR: Product type cannot be changed for Items having transactions.

        I have mistakenly added a product type as goods for an item that was a digital service. Now when HSN/SAC became mandatory, this brought my attention to this error I did. So I tried changing the product type but it displayed this error message Product

      • Boost your CRM accuracy with smart Data Enrichment

        Hello all! In this post let's look at data enrichment from a holistic perspective to gain more clarity on how you can use it. So, here's a quick recap of what data enrichment is and how you set it up it to enhance your existing module data! What is data

      • Is it possible to set a region lookup table so that my deal country can lookup this lookup table

        Hi there, I would like to be able to add a data lookup table with the following fields: Country, Region. And then in my deal report, i can then lookup this table to fish out the region in my report. This will be important for my sales process to categorise

      • Test Emails Show Sent "via zcsend.net" in My Gmail Account

        I noticed the following info... However, a few email service providers such as Outlook and Gmail will display that the email was sent by zcsend.net (Zoho campaigns’ server) on your behalf instead of just your from email address.  In order to prevent this, you can go for either of these options: Do not select the check box meant for DomainKey Signature which is listed under Unverified sender domains. Include our mail servers by advanced authentication method such as SPF/ Sender ID and DomainKey/ DKIM.

      • 'UnAuthenticated Connection: zbooks_connection'

        I have a zoho connection in Zoho Books, the link name es zbooks_connection, but I like to validate if exist, by example if I use this line in my code: response=zoho.books.getTemplates("", "","zbooks_connection"); But I don't  have the connection I like

      • Calling the new 'Custom API' feature from within a Custom Widget

        From what I've learned it is not possible to call an endpoint from the new "Custom API" feature within a Creator Widget. The SDK's doesn't support it yet, when calling it natively you end up with CORS issues or at least I couldn't get it working even

      • Cannot post to Instagram. I get the error: Insufficient permission to publish on this page. Check with your page Admin to update permissions.

        We had another admin that left the company. Since he left, we get this error when posting to Instagram.

      • Zoho desk desktop application

        does zoho desk has a destop applicaion?

      • Ability to re-order Workflow Rules

        We really need the ability to re-order workflow rules within departments.  Either the ability to drag/drop them into a different order or something.

      • Create an article template

        I have a question concern the Knolwedge Database from Zoho Desk. There is any possibility to create an article template ? Exemple of what I research : TODAY : I want to create a lot af articles with the same baseline > I create one article > I copy/paste

      • Change of Blog Author

        Hi, I am creating the blog post on behalf of my colleague. When I publish the post, it is showing my name as author of the post which is not intended and needs to be changed to my colleague's name. How can I change the name of the author in the blogs?? Thanks, Ramanan

      • Zoho FSM API Delete Record

        Hi FSM Team, It would be great if you could delete a record via API. Thank you,

      • Instant Messaging Update | Now migrate your WhatsApp Business phonenumber from another BSP to Zoho Desk | Dec'23

        Hi All, Everything seems to move at lightning speed these days, and time is certainly flying by for the IM team. But we are delighted at how much ground we covered this year. 🚀 For one, we enabled WhatsApp business phone number migration so that you

      • Upload ticket attachments via Drag-&-Drop

        Hello, if you want to upload a file to the ticket attachment you need to click the button and use the file browser to select and upload the desired file. In many cases, it would be much more efficient if you could simply drag the file to the browser window...

      • Can we disable add to cart in Zoho Commerce?

        Hello, Our sales happen on the phone. During the call the customer is directed to our website to inspect the products together with the sales rep. So we need a way to present our inventory. I figured Zoho Commerce is a good fit for this use case. However

      • Introducing WhatsApp integration in Bigin

        Greetings! In today's business landscape, messaging apps play a significant role in customer operations. Customers can engage with businesses, seek support, ask questions, receive personalized recommendations, read reviews, and even make purchases—all

      • Zoho One account closure vs deactivation

        I wonder what are the best practices and guidelines around deactivating vs deleting Zoho accounts in organisations? Any practical considerations?

      • Schedule Zoho CRM reports only on Business Days

        Hello, Is it possible to schedule reports only on business days ? We currently get daily sales reports on weekend which has no value since the sales team doesn't work on weekends. Thanks

      • How to install Widget in inventory module

        Hi， I am trying to install a app into Sales Order Module related list, however there is no button allow me to do that. May I ask how to install widget to inventory module related list?

      • How to track a contact or customer's past product purchases in Bigin Premiere?

        Hello there. I am the sole user of Bigin for a small company (chess club), and would like to track current and past purchases made by a contact (player) or company (family which includes the player). Players may register for multiple tournaments, take

      • Next Page