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

      • Ability to Create Sub-Modules in Zoho CRM

        We believe there needs to be a better, more native way to manage related records in Zoho CRM without creating clutter. Ideally, Zoho would support "sub-modules" that we can create and associate under a parent module. Our use case: We have a custom module

      • Installing EMAIL Setup in New Domain

        Respected Support team, I'm facing an issue with cloudflare in Pakistan, I want to setup Zoho Mail Setup but I Don't know how to enable Zoho mail setup without cloudflare. My Website https://stumbleguymod.com/ is using CF, and I want a different Zoho

      • Signature change

        I cannot see how to change signature or out of office details easily now in the new format.

      • Inventory API - Retrieve all uploaded product / item images

        I know that I can get the primary image for each product / item or composite item, by using the /image endpoint.  https://inventory.zoho.com/api/v1/compositeitems/<item-id>/image?authtoken=<TOKEN> This will return only one photo, even if the item has multiple images uploaded. Is there a way to retrieve all images stored for an item via the Zoho Inventory API?

      • Ebay Integration malfunction

        My eBay integration in Inventory has always worked well. It suddenly malfunctioned. It is creating its own parts in Inventory that are unavailable instead of selling the parts I've always sold. Tech help was unable to resolve this. The latest sale attempt

      • Introducing Bin Locations In Zoho Inventory

        Hello users, We are excited to let you know that your wait for the Bin Locations feature has now come to an end! Yes, you heard us right! We are here to introduce the much-awaited Bin Locations now in Zoho Inventory. But before we dive into the feature

      • how to get all the records in the custom View more than 200 records , Without using the page Concept

        how to get all the records in the custom View more than 200 records , Without giveing page as default in the Loop Concept Pls help how We can Achive this void schedule.Lead_Attempt_To_contact_schedule_10_30() { pages = {1,2}; for each pg in pages { query_map

      • The way that Users can view the ticket

        I have created users. What I would like to achieve is the following: All users under the same company account should be able to view each other’s tickets.

      • Zoho UAE SMS/WHATSAPP

        Hello everyone, so I have a question as regards DC and their impact on automation, integration and app usage. For example I am working with a UAE clientniw but each time I tried to connect their WhatsApp and sms then automate their process I tend to receive

      • Looking to Flag or Tag contacts/ accounts on Zoho Desk?

        I am looking for a way to flag certain accounts and make it obvious on the views pages. So for example if a has a certain package or needs extra attention it is clear before even clicking on the ticket. This could be via adding a tag or flag onto an account,

      • setting date-time field from string

        hello everyone, i hope someone could help me. i have a date-time field in a form that i want to fill in from two separate fields of date, and time. i need to combine the two fields to a one date-time field but can make it work. i tried to convert the

      • Calendars and CRM Contacts

        I'm finding having multiple calendars in Zoho One so confusing. I have a few questions so I can get this straight. We have a meeting room that we have set up as a resource in Calendar. Can this be set up in Bookings and the CRM Calendar? Using Zoho Calendar,

      • Announcing new features in Trident for Mac (v1.23.0)

        Hello everyone! Trident for macOS (v.1.23.0) is here with interesting features and thoughtful enhancements to elevate your workplace communication and productivity. Here's a quick look at what's new. Record your meetings. You can now record audio and

      • Applying a record template

        Hi all, I can't figure this out. I hope you can help. The scenario: We have learners who have to complete a 'digital' journal with tasks in order to qualify. Those tasks, once completed, need a final signature from their 'Mentor', which will trigger their

      • Quickbooks invoice with Zoho Creator

        Is it possible to push data from Zoho Creator directly to an invoice on QuickBooks? If so, where can I find information on how to do this?

      • Help: Capture full page URL in hidden field when same Zoho Form is embedded on multiple pages (iframe)

        Hi all, Goal Use one Zoho Form across multiple pages and record the exact page URL (incl. subdomain + path + hash) where the user submitted it. Example pages: https://www.example.com/cargo/ https://www.example.com/cargo/containers/#contact https://cargo.example.com/auto/

      • Automatically Populate fields - HELP!

        There have been many discussions on this but I still can't seem to get it to work for me. I am trying to create a lookup field and have other fields automatically populate. Based on the instructions in the Help Center, I should be using the "on user input". It's just not working, here is the layout...   Both forms are in the same application. Current form is called Add Note, form to fetch records from is called Add Client. Lookup field is called Select_Client_ID related field in fetch form is called

      • Push notifications to portal users

        Hi all, it is possible to send push notifications to portal users?

      • Rename the attachment from record template pdf in the sendmail deluge script

        Hello Zoho, I urgently need a feature to rename record templates that I send via the sendmail feature. The program I created sends emails to clients with an invoices that have been created in the invoice database. If the user selects 3 invoice numbers,

      • Alt Text On Multiple Images

        I'm using Zoho Social to post to a charity website. Often the posts have multiple images, but it seems there is only one field for Alt Text. Does that mean I can only include it for the first image? Or is there a way to add alt text for all the imag

      • [SOLVED] Getting 401 when trying to download ticket attachment via API

        I'm able to use the API just fine to access ticket content. But I cannot download ticket attachment, keep getting 401 Client Error. Example: https://desk.zoho.com.au/api/v1/tickets/{ticket_id}/attachments/{attachment_id}/content?orgId={org_id} For headers,

      • Zoho project – Workdrive integration.

        Hello everyone, I was wondering something, we did the Zoho projects integration with Zoho Workdrive but nowhere during this integration we could set the location of the folders that would be automatically created in Workdrive. As I understand it, it creates

      • Scriptを埋め込みたくてOn User Inputを探しているのですが・・・

        編集モードで、Scriptを埋め込みたい項目を選択し、「項目のプロパティ」パネルで、その下のほうに「フィールドアクション（Field Actions）」という見出しがあると聞いたのですが、そもそも、それが見つかりません。そのために、On User Inputなどのイベントが選べません。 画面の英語を日本語に訳しているためにわけわからん状態になっているのかも知れませんが、わかる方、いらっしゃいますか？

      • Problem with cloud query exceeded

        When making a call I get this error, It is associated with a function in node that calls external APIs This is the code //tokenConsultar = thisapp.ObtenerToken(); //input.token = tokenConsultar.get("output").toMap().get("token");

      • Showing Total of Funnel Chart Legend (With Values) Items

        Hi, We are using the funnel type chart for displaying our zCRM sales pipeline stages and associated sum of deals in each stage.  We have configured the legend to show the associated value (Deal Amount (Sum)) for each stage adjacent to the legend items (Stages). Is there a way to display the total of the values in the same chart?  For example, at the bottom of the legend or maybe as a #merge placeholder in the legend title?

      • How to Convert VCF Contacts to CSV using Excel

        Many users switch from traditional address books to digital formats like vCard and CSV. These formats allow users to easily manage their contacts. However, a difficulty comes when you need to transfer your contact information to another application or

      • Field authorization for Linking module in Zoho CRM portal

        Hi guys! Currently building a customer portal for one of my clients, and I ran into a bit of a roadblock while using a multi-select lookup field. The issue is that there is no way to hide or define access in the linking module created by this multi-select

      • Kaizen #63 - Layout Rules in Zoho CRM

        Hello and welcome to another week of Kaizen! This week, we will be discussing Layout Rules in Zoho CRM. If you need to modify the layout of a module based on user inputs, or to show or hide sections based on the value of a specific field, we have got

      • Zoho CRM Portals - allow access per account

        Hello all, I am trying to set up a portal for our customer but I seem to be hitting an obstacle and I am not sure if it is my problem or a limitation in the software. So basically the way I understand the portal Contact Email > Each Record or Related

      • Android - Writer não acentua em Português com teclado bluetooth

        Gosto muito do Zoho, tanto o Note quando o Writer. Infelizmente, o Writer sofre de um problema sério: ao usar um teclado bluetooth, forma mais cômoda de lidar com um processador de texto, os acentos (todos!) da Língua Portuguesa não são aceitos. Todos

      • Set File Upload fields as mandatory

        Currently the CRM for some reason lacks the ability to set a file upload field as mandatory So we have an issue We have a requirement that before a Deal stage is set as Deal is Won the member needs to upload a file Now for some weird reason in Zoho I

      • Editing HTML in Zoho CRM Email Template

        I am trying to create a template within the CRM email option, but need to be able to use custom HTML. There does not seem to be a way to do so.

      • Ability to CC on a mass email

        Ability to CC someone on a mass email.

      • How to make attachments mandatory

        I want the user to be unable to mark an opportunity as Closed – Won if it doesn’t have any attachments. I’ve already tried client scripts and functions, but nothing worked.

      • SLA Ticket Report

        From data to decisions: A deep dive into ticketing system reports Service level agreement (SLA) ticket reports in a help desk system are crucial for ensuring that services are delivered according to established commitments. They help maintain accountability

      • Zoho Backstage - PCI Compliance / Web Security

        I have a couple of questions related to Backstage and payment processing.... 1. my purchasing division is not giving approval to use Backstage yet because of some security issues. In order for us to take payments via a payment gateway like Authorize.net

      • Zoho Tables August 2025 Update: Faster and Smoother

        We’ve been working behind the scenes to make Zoho Tables faster, lighter, and more reliable. Here are the highlights: Faster Response Times Optimised the way responses are generated. Reduced memory consumption by 20–25%, leading to smoother performance

      • Video Upload from app says "unsupported aspect ratio" but is verified to be correct.

        I and my social media person are experiencing a problem where Social will not accept video uploads to Instagram. The error we receive is "unsupported aspect ratio" but looking directly at the file in question we see that the width and ratio both match

      • Disposable Email Addresses

        Dear zMail Team, Can you also bring out a few disposable email addresses for each accounts? That way occasional registrations and imminent spam from them can be largely solved right? ---- Deepak Vasudevan http://thamizhththendral.blogspot.com/

      • Zoho sheet - Zoho expense

        I want to schedule to create an expense using Zoho Sheet and flow. That is the EMI that I pay on a particular date to the bank and should be itemised, like principal and interest on the loan. Can someone help me in this regard??

      • Next Page