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:
VoC insights are available for surveys, customer rating and emails, using Zoho Survey, Zoho Desk and Email integration (IMAP) respectively.
Zia Competitor Alert should be configured for the competitor analysis dashboard. Additionally, Zia Recommendation needs to be configured for the cross-sell analytics dashboard.
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.
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
Zoho CRM still doesn't let you manage timezones (yearly reminder)
This is something I have asked repeatedly. I'll ask once again. Suppose that you work in France. Next month you have a trip to Guatemala. You call a contact there, close a meeting, record that meeting in CRM. On the phone, your contact said: "meet me
Power of Automation :: Smart Ticket Management Between Zoho Desk and Projects
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
First day of trying FSM in the field.
What we found. 1. with out a network connection we were unable to start a service call? 2. if you go to an appointment and then want to add an asset it does not seem possible. 3. disappointed not to be able to actually take a payment from within the app
BUG - Google Business Buttons - Add a button to GBP Post
I am experiencing an issue with the "Add a button" feature when creating posts for my Google Business Profile (GBP) through Zoho Social. When I schedule or publish a GBP post and include a call-to-action button with a specific URL, the post itself publishes
Rich text Merge field - Not using font specified in HTML
I have a rich text merge field in a writer template which is creating a table. I have chosen to use this method instead of a repeat region because I need to specify specific cell background colours which change every time the document is created. The
Support for Custom Fonts in Zoho Recruit Career Site and Candidate Portal
Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to use custom fonts in the Zoho Recruit Career Site and Candidate Portal. Currently only the default fonts (Roboto, Lato, and Montserrat) are available. While these
CC and/or BCC users in email templates
I would like the ability to automatically assign a CC and BCC "User (company employee)" into email templates. Specifically, I would like to be able to add the "User who owns the client" as a CC automatically on any interview scheduled or candidate submitted
Trying to export a report to Excel via a deluge script
I have this code from other posts but it gives me an error of improper statement, due to missing ; at end of line or incomplete expression. Tried lots of variations to no avail. openUrl(https://creatorapp.zoho.com/<username>/<app name>/XLSX/#Report:<reportname>,"same
Zoho Reports Duplicating Entries
I have a custom costing tab with a table where we entre invoices. These are under a Heading (PO Subject) and notes added in the form with different line items. In the reports, I have organised the report to group per PO Subject, with the total of the
Need help to create a attach file api
https://www.zoho.com/crm/developer/docs/api/v8/upload-attachment.html Please help me to create it... It's not working for while. Do you have some example?
Export view via deluge.
Hi, Is it possible to export a view (as a spreadsheet) via deluge? I would like to be able to export a view as a spreadsheet when a user clicks a button. Thanks
how to add subform over sigma in the CRM
my new module don't have any subform available any way to add this from sigma or from the crm
Create Lead Button in Zoho CRM Dashboard
Right now to create Leads in the CRM our team is going into the Lead module, selecting the "Create Lead" button, then building out the lead. Is there anyway to add the "Create Lead" button or some sort of short cut to the Zoho CRM Dashboard to cut out
Organization Emails in Email History
How can I make received Org Emails to show up here?
Outdated state in mexico
Hello Zoho team, the drop down to add the state for customers, when they introduce their state in mexico has a city named “Distrito Federal” that name changed many years ago to “ciudad de mexico”. could you please update this so my clients can find the
Support new line in CRM Multiline text field display in Zoho Deluge
Hi brainstrust, We have a Zoho CRM field which is a Muti Line (Small) field. It has data in it that has a carriage return after each line: When I pull that data in via Deluge, it displays as: I'm hoping a way I can change it from: Freehand : ENABLED Chenille
Possible to generate/download Quote PDF using REST API?
See title. Is there any way after a quote has been created to export to a PDF using a specified template and then download it? Seems like something that should be doable. Is this not supported in the API v2.0?
Creating an invoice to be paid in two installments?
Hi there, I own a small Photographic Services business and have not been able to find a way to fit my billing system into Zoho, or any other Accounting software. The way my payments work is: 1. Customer pays 50% of total price of service to secure their
Bug in allowing the user to buy out of stock items
Hi i want to allow the user to buy out of stock items, according to the commerce documentation if i disable Restrict "Out of stock" purchases it will, but it doesnt work, so i want to know if it had any relation with zoho inventory, and if theres any
Zoho CRM Calendar | Custom Buttons
I'm working with my sales team to make our scheduling process easier for our team. We primary rely on Zoho CRM calendar to organize our events for our sales team. I was wondering if there is a way to add custom button in the Calendar view on events/meeting
Replace Lookup fields ID value with their actual name and adding inormation from subforms
Hi everyone, I wanted to see if someone smarter than me has managed to find any solutions to two problems we have. I will explain both below. To start we are syncing data from Zoho CRM to Zoho Analytics and I will use the Sales Order module when giving
Can a Zoho Sites page be embedded into another website (outside Zoho)
Hi All, We have a request from a client - they'd like to take one of our information pages created in Zoho Sites and embed it into their own website? I was told through an email with Zoho that this was possible >>Thank you for your patience regarding
Bug in allowing the user to buy out of stock items
Hi i want to allow the user to buy out of stock items, according to the commerce documentation if i disable Restrict "Out of stock" purchases it will, but it doesnt work, so i want to know if it had any relation with zoho inventory, and if theres any
Transition Criteria Appearing on Blueprint Transitions
On Monday, Sept. 8th, the Transition criteria started appearing on our Blueprints when users hover over a Transition button. See image. We contacted Zoho support because it's confusing our users (there's really no reason for them to see it), but we haven't
Zoho CRM Sales Targets for Individual Salespeople
Our organistion has salespeople that are allocated to different regions and have different annual sales targets as a result. I am building an CRM analytics dashboard for the sales team, which will display a target meter for the logged in salesperson.
Converting Sales Order to Invoice via API; Problem with decimal places tax
We are having problems converting a Sales Order to an Invoice via API Call. The cause of the issue is, that the Tax value in a Sales Order is sometimes calculated with up to 16 decimal places (e.g. 0.8730000000000001). The max decimal places allowed in
All new Address Field in Zoho CRM: maintain structured and accurate address inputs
The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Managing addresses
Transfer all Related Data to new Account Owner
Currently when I change the account Owner I only see the option to change only the open deals But I want the new account owner to take over all the related modules and all the deal stages Is it not possible right now? Am I missing something? Do I really
Can i connect 2 instagram accounts to 1 brand?
Can i connect 2 instagram accounts to 1 brand? Or Do i need to create 2 brands for that? also under what subscription package will this apply?
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)
I want to transfer the project created in this account to another account
Dear Sir I want to transfer the project created in one account to another account
How to export project tasks, including the comments
Hi, how can I export the project tasks, whereby I can also see the comments associated to a specific task? The use-case is that often we use comments to discuss or update a task related ideas. I would like to export the tasks, where we can also see the
How to Install Zoho Workdrive Desktop Sync for Ubuntu?
Hi. I am newbie to Linux / Ubuntu. I downloaded a tar.gz file from Workdrive for installing the Workdrive Desktop Sync tool. Can someone give me step by step guide on how to install this on Ubuntu? I am using Ubuntu 19.04. Regards Senthil
Introducing Version-3 APIs - Explore New APIs & Enhancements
Happy to announce the release of Version 3 (V3) APIs with an easy to use interface, new APIs, and more examples to help you understand and access the APIs better. V3 APIs can be accessed through our new link, where you can explore our complete documentation,
Round robin
Hi, I'm trying to set up a round robin to automatically distribute tickets between agents in my team but only those tickets that are not otherwise distributed by other workflows or direct assignments. Is that possible and if so which criteria should I
Does Zoho Sheet Supports https://n8n.io ?
Does Zoho Sheet Supports https://n8n.io ? If not, can we take this as an idea and deploy in future please? Thanks
Bigin Android app update: User management
Hello everyone! In the most recent Bigin Android app update, we have brought in support for the 'Users and Controls' section. You can now manage the users in your organization within the mobile app. There are three tabs in the 'Users and Controls' section:
Share records with your customers and let them track their statuses in real time.
Greetings, I hope everyone is doing well! We're excited to introduce the external sharing feature for pipeline records. This new enhancement enables you to share pipeline records with your customers via a shareable link and thereby track the status of
Live webinar: Discover Zoho Show: A complete walkthrough
Hello everyone, We’re excited to invite you to our upcoming live webinar, Discover Zoho Show: A Complete Walkthrough. Whether you’re just getting started with Show or eager to explore advanced capabilities, this session will show you useful tips and features
When dispatched to crew, assigning lead missing
Hello, For the past two or three weeks, whenever an officer assigns Service Appointment to a team, the lead person is missing from the assigned service list. Therefore, we have to reschedule the SA and then the lead person becomes visible in the assigned
Next Page