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

        • Search on Custom Field

          We're working on an integration with the Zoho FSM API and are trying to retrieve companies based on a custom field we added to the Companies module. However, we can't find a way to filter or query records using custom fields through the API. We have a

        • Sendmail function / custom action?

          I've setup a function hoping to email various business departments the details of a record once all work in that record is complete so gone about setting up a custom action in such way that each record line on the report has a button to click. Question is how do I actually include data from that record in the email that is sent when the button is clicked? I had thought that since this were being sent per record the email would include the data which had been entered

        • API to post drafts for social media

          I we want to post draft posts to our zoho social account and then approve and schedule them within Zoho social. is this possible with for example: https://apis.zoho.com/social/v2/post TIA Jon

        • Canvas View in Zoho Recruit

          Is it possible or would it be possible to have the new 'Canvas View' in Zoho Recruit?

        • What impactful sales coaching techniques have you used to boost your team's performance?

          I'm curious about the real-world impact of sales coaching on team performance. What specific techniques or strategies have you found most effective in driving consistent improvement and growth in your sales team? Any success stories or lessons learned

        • Adding Taxes to paid consultations in Zoho Bookings

          I created a 'paid' consultation under Zoho Booking and integrated it with payment gateways for online/instant payment before a booking is done. How can I add 'taxes' to the price of consultation? I can add taxes to other Zoho apps (liks Books, Checkout,

        • Zoho Finance Suite - Customer Custom Tabs - Dynamic Link

          Hi Finance Suite team, When creating a Custom Tab for a Client Portal, there is no option to add dynamic parameters. This would be very helpful for adding Zoho Analytics dashboards which can be dynamically filtered through the URL to only show information

        • Feature Request - Insert URL Links in Folders

          I would love to see the ability to create simple URL links with titles in WorkDrive. or perhaps a WorkDrive extension to allow it. Example use case: A team is working on a project and there is project folder in WordDrive. The team uses LucidChart to create

        • How to Calculate MTTR (Mean Time to Resolve)

          We want to calculate MTTR (Mean Time to Resolve) in our Zoho Analytics report under Tickets. Currently, we are using the following fields: Ticket ID Ticket Created Time Ticket Closed Time Ticket On Hold Time We are planning to calculate MTTR (in days)

        • Possible to bold or indent text in the description field?

          As part of one item, I often have a detailed description that would be much easier to read if there was the ability to have a bulleted list or bold text and the like. Is this possible? My last invoicing software allowed markup in the field so, for example, an asterisk meant a bullet. I haven't been able to find any documentation related to this.  Any information would be appreciated. Thank you.

        • How can I setup Zoho MCP with Chat GPT

          I can set up custom connections with Chat GPT but I cat an error when I try to set it up. The error is: "This MCP server can't be used by ChatGPT to search information because it doesn't implement our specification: search action not found" Thoughts?

        • Formatting of Balance Sheet and Profit & Loss Reports

          The default format of the Balance Sheet and P&L Reports are based on the Account Types and then the individual accounts within the Chart of Accounts. These are then ordered alphabetically under these sub-headings and one is unable to re-order these or

        • UK MTD reports concerning turnover and cerash accounting

          Hi I am a sole trader, and I have just started with Zoho Books in order to comply with the new HMRC requirements. I use 'cash basis' - which I understand to mean that income is when the cash comes in (not the invoice date) and expenses are when they are

        • Retainer Invoice.

          Why ZOHO not have facilities to deduct partially advance payment from an invoice.

        • IMAP Server not responding.

          Trying to connect a phone via IMAP and getting "imap.zoho.com not responding." Is the server down, for maintenance or otherwise? I've tried this on two different devices and got the same error on both.

        • Share saved filters between others

          Hi, I am in charge to setup all zoho system in our company. I am preparing saved filters for everybody, but the only one can see its me. How can others see it? Thanks

        • GST Slabs Redefined: Stay Compliant Using Zoho Books!

          Hello Everyone! The Government of India is rolling out new GST rates, a major reform aimed at simplifying the current tax structure starting 22 September 2025. GST will move from four slabs (5%, 12%, 18%, 28%) to two main slabs (5% and 18%), plus a special

        • Kanban view on Zoho CRM mobile app!

          What is Kanban? The name doesn't sound English, right? Yes, Kanban is a Japanese word which means 'Card you can see'. As per the meaning, Kanban in CRM is a type of list view in which the records will be displayed in cards and categorized under the given

        • Presenting ABM for Zoho CRM: Expand and retain your customers with precision

          Picture this scenario: You're a growing SaaS company ready to launch a powerful business suite, and are looking to gain traction and momentum. But as a business with a tight budget, you know acquiring new customers is slow, expensive, and often delivers

        • No practical examples of how survey data is analyzed

          There are no examples of analysis with analytics of zoho survey data. Only survey meta data is analyzed, such as number of completes, not actual analysis of responses, such as the % in each gender, cross-tabulations of survey responses. One strange characteristic of Zoho analytics is that does not seem aware of how Zoho Survey codes 'multiple response' questions. These are questions where more than one option can be selected from a list. Zoho Survey stores this data as text, separated by commas within

        • Zoho Creator as LMS and Membership Solution

          My client is interested in using Zoho One apps to deploy their membership academy offer. Zoho Creator was an option that came up in my research: Here are the components of the program/offer: 1. Membership portal - individual login credentials for each

        • Adding Chargebee as a Data Connector

          Is it possible to get Chargebee added as a Zoho Analytics data connector?

        • Webform & spam

          Hi, We set up 2 webform on our website, fowarding the content to Zoho CRM. Since it has been opened up, we are getting lot of spam message (for now about 20 a day). To lower the  amount of false new leads we added the captcha field and new enquieries are send to the Approval Leads list. However we still get some spam. Is there any "anti spam" mechanism built in Zoho CRM, or how is the best way to avoid these kind of spam ? Thanks

        • Dropbox to Workdrive

          Namaste, Trust you all are doing well. Wanted to check how this can be done with Zoho flow. I typically receive dropbox links from my clients. Is there a way where I can provide the link to Zoho flow and it downloads the files from dropbox link to a work

        • Deals by Stages Funnel not showing in correct order

          Using the Stage-Probability Mapping for the Deals module we have created a steps our deals will pass through, RFQ, Closed/Lost, Declined/No-Go, Pricing, Submitted, Negotiations, Won. However when I view the Deal By Stages Funnel it does not show in the

        • Turning off the new UI

          Tried the new 'enhanced' UI and actively dislike it. Anyone know how to revert back?

        • Confirmation prompt before a custom button action is triggered

          Have you ever created a custom button and just hoped that you/your users are prompted first to confirm the action? Well, Zoho knows this concept. For example, in blueprint, whenever we want to advance to the next state by clicking the transition, it is

        • Cost of good field

          Is there a way we can have cost of good sold as a field added to the back end of the invoicing procedure and available in reports?

        • How to create auto populate field based on custom module in Zoho CRM?

          Hello, i'm still new to Zoho CRM and work as administrator in my company. Currently, I'm configuring layout for Quotes Module. So, the idea is, I've created a read-only field in Quotes called "Spec". I want this field automatically filled with Specification

        • Rich Text For Notes in Zoho CRM

          Hello everyone, As you know, notes are essential for recording information and ensuring smooth communication across your records. With our latest update, you can now use Rich Text formatting to organize and structure your notes more efficiently. By using

        • Change Last Name to not required in Leads

          I would like to upload 500 target companies as leads but I don't yet have contact people for them. Can you enable the option for me to turn this requirement off to need a Second Name? Moderation update (10-Jun-23): As we explore potential solutions for

        • Office 365 and CRM mail integration: permission required

          Has anyone run into this weird problem? My email server is Office 365. When I try to configure Zoho CRM to use this server, a Microsoft popup window opens requesting user and password. After entering that, I get a message in the Microsoft window saying

        • Tables improvement ideas / features

          Heya, I've been using Zoho Tables for a few months now and wanted to post some features that I think will be greatly beneficial for the tool: 1. Ability to delete a record in automation or move a record in automation. - Usecase: I move a record from one

        • Deluge - Can't get phone number SalesIQ

          Hey folks, I’m building a custom plug for SalesIQ that’s supposed to register leads into Zoho CRM. The SalesIQ chat is being implemented on WhatsApp, and in my plug I’m using this line: mobile_clean = session.get("phone").get("value"); From what I understand,

        • how to differentiate if whatsapp comes from certain landing page?

          I create a Zobot in SalesIQ to create a Whatsapp bot to capture the lead. I have 2 landing pages, one is SEO optimized and the other want is optimized for leads comes from Google Ads. I want to know from which landing page this lead came through WhatsApp

        • Zoho Desk - Community

          As a regular user of Zoho Cares Community I would really love to see the publish date of articles. For example, when I look at Announcements, it would be very beneficial to see which ones were posted recently, over those which have just and a recent comment.

        • access to quartz for my customers

          Hi how can I have access to the application quartz you use for us to send you screen rocording, this feature would be immensely useful for our customers support https://quartz.zoho.com/

        • Issue with Inline Images in Email Reply via Zoho Desk API

          Hi, I am attempting to send inline images in an email reply using the Zoho Desk API, but the images are not being displayed inline for the recipient. I have followed this documentation: https://desk.zoho.com/DeskAPIDocument#Uploads https://desk.zoho.com/DeskAPIDocument#Threads#Threads_SendEmailReply

        • How to search a value stored in a subform?

          Hello, We store serial numbers in subforms but now we would like to be able to search the values to be able to easily find the record with the serial number. I saw that it's not possible to search such values through global search but is it possible to do it an other way? Thank you,

        • Field Dependency Not Working on Detail Page in Zoho Desk

          Hi Support Team, I’ve created field dependencies between two fields in Zoho Desk, and they are working correctly on the Create and Edit layouts. However, on the Detail page, the fields are not displaying according to the dependencies I’ve set — they appear

        • Next Page