[Early Access] Voice of the Customer (VoC) for Zoho CRM

[Early Access] Voice of the Customer (VoC) for Zoho CRM

Happy new year, everyone!
We have an exciting addition to our suite of features and would like to introduce you to VoC (Voice of the Customer) for Zoho CRM, powered by Zia.
 
2023 is definitely the best time to be a customer with rapid innovations and advancements in the field of CX. Brands these days lose customers within minutes if they refuse to pay attention to what they're saying. The right VoC tool can help you stay on top of your CX game!
 
VoC for Zoho CRM offers insights into your customers' needs and sentiments which can translate into effective problem redressal, better planning and increased revenue.It also provides context from your CRM data and helps you get a clear picture of what your customers feel or expect from the product/service. While the end goal of VoC may look like just running customer satisfaction polls, it's not merely the act of putting out these surveys. Launching and carrying out customer satisfaction polls won't help a business truly understand their customers. The end goal of VoC is much deeper— it is about listening to your customers and valuing their thoughts, and using these insights for your business to thrive.

 
Use case
For example, an electronics store that sells laptops and mobiles also provides servicing of these products. The customer and product details are stored in CRM. They regularly send out surveys to gather customer feedback on the products and services. Additionally, they have a separate customer support team to help resolve challenges with products. The company notices a drop in their revenue in spite of the offers and discounts they've rolled out. Manually studying customer purchase patterns and collating feedback from multiple communication channels will cost a business valuable time that can be invested to develop the business further. The answer to this problem lies in automating such processes with better visualization of data within a centralized platform. VoC for Zoho CRM aims to digest customer information and make these results available for users in a single place to grasp information quickly and make goal-oriented as well as contextually-rich modifications to business plans and processes. 

How to use VoC?
VoC for Zoho CRM can be activated under "Zia", located on the settings page within CRM.
 
Once you click the 'Get Started' button, the activation page opens. Click 'Activate'.

 
VoC for Zoho CRM is trained to conduct sentiment and intent analysis, keyword extraction, emotion & root cause analysis, customer trend analysis and predictions. It presents several accurate dashboards within your CRM account that showcase customer opinions on your business, competitor activity and sentiment, as well as the customer emotion behind emails, surveys and customer feedback.
 
Let us take a look at different dashboards that can help the management identify the root cause of inconsistencies in results and chalk out next steps to resolve them quickly. 
 
The Sentiment-based Profile Analysis
The Sentiment Dial Analysis chart provides you with an overall picture of the customer sentiment shared across multiple communication channels such as surveys, emails, and customer ratings.

The dial chart shows that the overall sentiment expressed by the customers is on the negative end. This analysis incorporates the feedback from Desk, Survey and CRM emails. With a conservative approach that doesn't incorporate  VoC, this requires a separate team to gather the feedback, digest it and incorporate it into business activities. 
 
Even though this dial chart gives you a fair idea of the customers' views, the management needs more clarity on where the problem lies to increase customer satisfaction.
 
The frequently occurring keywords by sentiment narrow down the customer views expressed.

In the image above, the words in green have been used in a positive connotation by the customers. We can infer that customers are happy with the service, hospitality and price list. Whereas, delivery, policy and safety haven't been our strongholds. Therefore, we can now focus on improving our delivery, safety and privacy policies.
 
A drill down of the number of customers and channels from where their feedback has been gathered can also be viewed a table.

VoC for Zoho CRM helps you derive powerful insights on customer opinions and sentiment by processing data in minutes from several communication channels without burdening your team.

Response-based sentiment analysis
VoC for Zoho CRM captures the underlying emotion and intent behind customer responses and categorizes them by sentiment, intent, medium and revenue based on a particular timeframe.

This chart paints an overall picture of the positive, neutral, and negative feedback count based on the responses gathered via surveys and customer rating.
 
The Sentiment Cohort chart, a variation of the above, showcases the customer feedback with respect to the timeframe.

There are a few more dashboards that VoC offers to extract insights from - Competitor analysis, Cross-sell Analytics and Survey comparison.
 
Competitor Analysis
Staying on par with our competitors is an important aspect of customer satisfaction and retention. VoC helps in this regard by offering prominent insights. If the deal closure rate has come down after the mention of the competitor, we can focus on our offerings against our competitors'.

 
Cross-sell Analytics
Cross-sell Analytics in VoC is designed to measure the effectiveness of cross-selling efforts. Zia studies the feedback after a cross-sell initiative is made and whether it is positive or negative. Depending on the feedback collected, it predicts the right product/service.

 
Survey comparison
These dashboards come in handy when you want to evaluate your marketing efforts. If the customer feedback for an email offer is positive, you can plan your marketing strategies based on it. You can also improve your product/services based on survey responses.

 
 
Listed below are the different charts that VoC supports -
1. Pie chart and donut chart
2. Line graph
3. Bar graph—single, multi, stacked
4. Cohort
5. Quadrant
6. Waterfall
7. Gauge chart/ Dial chart
8. Anomaly dashboards
9. Word-cloud and Table
 
Please click here to watch a video about  VoC for Zoho CRM to gain a deeper understanding of the feature.
 
Prerequisites/Notes:
 
  1. VoC insights are available for surveys, customer rating and emails, using Zoho Survey, Zoho Desk and Email integration (IMAP) respectively.
  2. Zia Competitor Alert should be configured for the competitor analysis dashboard. Additionally, Zia Recommendation needs to be configured for the cross-sell analytics dashboard.
  3. All insights are a result of processing historical data. Collection of relevant data will be initiated upon activation of VoC and we will be processing this data over a period  of three months.
  4. Currently only admin profile users can view the VoC tab.
 
 
Pricing
VoC will be available for Zoho CRM to begin with. This will be a priced offering. The final pricing and editions supported will be announced during the time of public release.
 
What's in the roadmap
a) Option to customize  dashboards and charts
b) Identify our vanishing customers and declining products
c) Evaluating strategies to attain a target
d) Feedback Summaries, and much more.
 
Please click here to get early access to VoC for Zoho CRM. We would love to hear your feedback and can't wait for you all to try this.
 
Note: 
Early Access for customers: The Early Access to VoC is provided only for organizations with a license count greater than or equal to 20.




        • Recent Topics

        • Group settings in Zoho Mail: Manage members, moderation, and spam controls for your organization's groups

          When teams rely on group email addresses like team@org.com, hr@org.com, or sales@org.com, managing them without clear controls leads to unapproved senders, flooded inboxes, and no accountability over what gets delivered. Zoho Mail's Group settings in

        • Update to Free plan attendee limit

          Hi everyone! A quick update about Zoho Webinar's Free plan. We’ve adjusted the Free plan attendee limit from 100 to 20 attendees. Everything else in your Free plan stays the same; you'll continue to have access to all your existing features. If your webinars

        • Possibility to modify a standard wedget to create my own customized wedget

          Below is the std wedget available for dashboard which is great to show the the overdue, current, and all tasks as well as issues for each team member. My problem is this; The list of users cannot be edited (there are admin users which are not relavant

        • Feature Request: Include Creator-applicable Deluge updates in the Creator Release Notes

          I'd like to put forward a suggestion about how Deluge updates are surfaced to Zoho Creator developers, and I'm hoping the Creator team will consider it. Zoho Creator is built on Deluge. Every workflow, custom function, validation and schedule we write

        • Add home page or dashboard in CRM customer portal

          is it possible to add home page or dashboard in CRM customer portal?

        • Close task on Completion Date entry

          This discussion is similar to my issue: "backdated-task-completion-date" discussion Scenario: A bunch of tasks have been completed. But, they have not been closed. Time goes by You finally get around to closing those tasks Projects assigns the date the

        • Introducing Color and Order Preferences for Blueprint Transitions

          Blueprints exist to improve the efficiency of your company's processes and ensure compliance — but only if your users follow them promptly. More often than not, your users may find it challenging to adopt your processes and follow through on them, especially

        • Groups and Moderation

          Hi, I have set up a Group in my organisation but am having trouble with moderation. The members are a mix of addresses within the organisation and external emails addresses. The issue is how to set moderation to be off whenever any of the members sends

        • Introducing Radio Buttons and Numeric Range Sliders in Zoho CRM

          Release update: 1. 2 March 2026: Currently out for CN, JP, AU and CA DCs (Free and standard editions). For other DCs, this will be released by mid-March. 2. 26 March 2026: CA, SA, AU, JP, CN DCs - Free, Standard, Professional, Enterprise, Ultimate, CRM

        • Zoho CRM Sandbox now supports integrations

          Hello everyone, We are now expanding Zoho CRM Sandbox to support integrations with other Zoho products. You can connect, configure, and validate the behavior of your integrated tools within a safe, isolated environment - testing end-to-end without touching

        • Archiving Contacts

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

        • Introducing the New Zoho Assist Quick Support Plugin

          We are thrilled to announce the new Zoho Assist Quick Support Plugin, the upgraded and enhanced version of the Zoho Assist Customer Plugin. This new plugin allows organizations and IT administrators to deploy it directly onto their customers’ devices,

        • What's New - June 2026 | Zoho Backstage

          Hello everyone! We’ve rolled out a new set of improvements across Zoho Backstage to help you manage events more efficiently and provide a better experience for your attendees. Take a look at what’s new in this month’s update. Assign attendees later and

        • More Zia AI capabilities are included across additional Zoho Desk editions

          Hello everyone, We are expanding the availability of AI-powered features in Desk to the other paid subscriptions from 7th July 2026. Right now, the following AI-based features are available for Enterprise edition users: Intelligence: Sentiment analysis,

        • Summer release '26 should be called Enterprise Summer Release '26

          Summer release '26 should be called Enterprise Summer Release '26 because almost all updates or the more useful ones, are limited for Enterprise subscriptions. us with Basic or Premium susbcriptions are basically left in the cold.

        • Previous conversation title on new messenger widget translation

          The title of previous conversations title on the new messenger widget personalisation appears in english even when spanish is selected as default language

        • Export Tickets from the Help Center

          Hello everyone! We are now allowing end users to export tickets directly from the help center. The ticket export allows users to: Filter tickets by Department, Priority, and Account before exporting. Download files from Export History (Setup > Data administration

        • Account Duplication Control in Zoho CRM

          The Goal Prevent users from creating duplicate Account records in Zoho CRM. Accounts should be sourced from ERP and synced into Zoho—no. Allow to create Accounts if they don't exist in our ERP. What I've Implemented removed Account creation permissions

        • Error 1011 saving website personalisation — blocking all changes (corrupted "home_page.content" field)

          When trying to save changes under Settings → Brands → MY COMPANY → Website → Personalisation → Messenger, I receive the following error: "Either the request parameters are invalid or absent" upon checking on the developer console of the browser I get

        • Canvas View: Add font family selection (incl. Google Fonts / Hebrew & RTL fonts)

          Hi Zoho CRM team, The Canvas design suite (List View, Tile View, Table View and Record Detail) currently allows customizing font weight, size, color, alignment and case - but there is no option to choose the font family. All text is rendered in the built-in

        • This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

          Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved.  Thank you

        • Issue embedding image Zoho Books email signature

          I am trying to embed my company logo to my email signature using the image url tool on the settings but I keep getting the following error: Enter a valid public image URL I am using a public link from either WorkDrive or OneDrive and I still get the same

        • E-Mail Distribution List

          How do I create an e-mail distribution list in Zoho Mail?

        • Tip #80- Secure Connect: Add an Extra Layer Before You Connect – 'Insider Insights'

          Tip 80 – Secure Connect: Add an Extra Layer Before You Connect – 'Insider Insights' Hello Zoho Assist Community! Picture this: your support team relies on unattended access to keep the business running. Servers need overnight patches. Remote workstations

        • Business Whatsapp is not Showing

          I’ve attached a screenshot from the Zoho CRM Android app when clicked the call button. It is showing Personal WhatsApp, which is not installed on the phone. Also, the installed WhatsApp Business account is not showing.

        • How to access a unified inbox for more than one zoho accounts (using paid workplace services)

          Hello, we are using zoho for a few months and also suggest your services, setting them up for our clients. Several from our clients, our company as well, use more than 1 email addresses. Using the web version, we are only able to add them as accounts

        • Modify a standard wedget to create my own customized wedget ?

          Below is the std wedget available for dashboard which is great to show the the overdue, current, and all tasks as well as issues for each team member. My problem is this; The list of users cannot be edited (there are admin users which are not relavant

        • Advanced Formatted Resume Templates for Applications

          Advanced Formatted Resume Templates can now be created and used directly from the Applications module, with support for application module fields. Until now, Advanced templates were limited to the Candidates module. That meant resumes generated from Applications

        • Zoho Books | Product updates | July 2026

          Hello users, We’re excited to bring you the latest updates in Zoho Books for July 2026! This month's release introduces Terminal Payments, CMP-08 filing for composition taxpayers, SEPA Credit Transfer support, the new Receipts and Payments Report for

        • Boost your CRM communication with new font types, sizes, and default reply-to options while composing emails

          Hello Everyone, We’re excited to introduce a series of impactful enhancements to the email composer settings in Zoho CRM. These updates enable you to personalize and optimize your customer interactions with greater efficiency. So what's new? Add custom

        • Zoho CRM Community Digest - June 2026| Part 2

          Hello Everyone! Welcome to the second half of our June Zoho CRM Community Digest! We are keeping the momentum going with powerful updates to filter out unnecessary email syncs, a revamped CRM Import tool, smarter follow-up updates in cadences, and Zia

        • Migrate from Zoho Mail to G Suite

          I am unable to find any documentation on how one can migrate from Zoho Mail to another platform, like G Suite or Office 365. Please point me to the right documentation. Thank you.

        • Zoho Desk Android app - Option to set an email template as default

          Hello everyone! We have enhanced the Email Template section in our app by introducing the ability to set a template as default directly from the Zoho Desk Android app, making it easier to access your preferred template without repeated manual selection.

        • Zoho Desk Android and iOS app update: Odia Language

          Hello everyone! We have now brought in support to access the Zoho Desk app in Odia language. Please update the app to the latest version directly from the Play Store/ App Store or using the links below: Zoho Desk - Play Store Zoho Desk - App Store Once

        • How to check Leads with no Task (open activity)

          Hi everyone, I was wondering if there’s a way to view leads that don’t have any tasks assigned or open activities linked to them.

        • How do I migrate from Office 365 to Zoho Mail?

          Check out Advik Email Migration Wizard, this software is specially developed to move mailboxes from Office 365 to Zoho Webmail. In addition you can migrate from Gmail, Yahoo, Rediffmail and 80+ webmail servers to ZOHO MAIL. Isn't it amazing? This is an all in one email migration solution. Steps to export emails from Office 365 to Zoho Webmail are as follows; Run Advik Email Migration Tool in your system. Select Office 365 as source and enter its login credentials. Select mailbox folders and choose

        • Bridging the gap between incident management and project delivery

          As an organization, you can have structured backup plans to handle issues that arise during project execution. Despite best efforts, even efficient processes can fall into an escalation trap where a red flag travels up the tiers but no real action follows.

        • Update on default settings for AI features in Cliq

          Hello all, We'd like to provide clarity on a recent change to AI feature defaults in Cliq. As part of our regular review of AI features conducted in April 2026, we re-evaluated how these features are enabled by default. We've decided that the AI features

        • Associate Zoho Billing Invoices with multiple Zoho FSM Work Orders

          Hello Latha, We are writing a custom Deluge automation script in Zoho FSM to handle monthly consolidated billing. The script successfully compiles line items from multiple completed Work Orders, interfaces with the Zoho Billing API, and generates a single

        • How do I delete all my leads so I can start again?

          How do I delete all my leads at one time so I can start again?

        • Next Page