Supercharge your VoC analyses with data from anywhere: Modules are now sources for VoC

Dear customers,

 

We hope you're well!

Your customers talk about your brand, praise your service, criticize your offerings, or promote your business—literally from anywhere on the internet—and it has become strategically necessary to factor in all possible feedback to improve, optimize, and grow your business.

 

Foreseeing opportunities this feedback could bring, we've developed the ability to use any module as a source to process VoC analyses, and we're excited to talk about it.

A module as a source

Previously, VoC channeled various kinds of responses into Zoho CRM for analysis:

• Tickets from Zoho Desk
  
• Survey responses from Zoho Survey
  
• Social media mentions from Zoho Social
  
• Email responses from email integrations
  
• Calls from PhoneBridge integrations
  
• Notes from CRM records

All these are mostly service responses. However, customer opinions aren't just limited to their "official" feedback responses. You probably also receive feedback in the following forms, to name a few:

• Comments on your social media posts
  
• Reviews about your products
  
• Discussions on community platforms
  
• Messages on networking sites
  
• Ideas in forums
  
• Blog comments

These represent feedback your business gets externally, and tapping into them can benefit your business—big time.

But how do you do it?

The anchor is your business. By identifying your business's presence online and connecting various platforms with Zoho CRM, you can channelize this feedback as records and ultimately map these destination modules as sources of VoC data.

 

Zoho Marketplace, REST APIs, webhooks, Zoho DataPrep, and Zoho Flow are all various ways you can channelize this data. Here are some examples:

Analyze and act upon YouTube comments using Zoho Flow

Zoho Flow is Zoho's app integration tool, which connects applications and enables data to flow between them based on triggers and actions you can configure. Using it, you can trigger actions in Zoho CRM whenever a YouTube video gets a new comment. The action in Zoho CRM could be that a record is created or a field is updated from where data can be used for VoC processing.

Similarly, using Zoho Flow's gallery of readily available triggers, you can import reviews from Trustpilot, the Collect Reviews app, and Zoho Connect apps available in their gallery.

 

Gather real-time feedback from hotel guests using kiosks

With Zoho CRM's Kiosk Studio, you can collect customer feedback when they check out. Ask about their experiences using the fields available in Kiosk Studio's interface, save that data in dedicated modules or route it into an existing module, and use that module as a source for VoC processing.

Survey responses via Zoho DataPrep

Businesses use surveys for various reasons, and the Zoho Survey integration already funnels survey data into VoC analysis. If you use other data providers—like Zoho Forms or SurveyMonkey—you can identify, clean, and bring responses into Zoho CRM through Zoho's DataPrep application, and then subject it to VoC analysis.

 

Parse reviews from Zoho Marketplace and other B2B app stores

Your apps serve as other sources of customer feedback. Whether it's from a mobile app or a B2B marketplace, these apps are rich sources of reviews. This includes data from apps like Google Business, Amazon, Apple's App Store, the Google Play store, G2, Yelp, and other providers, from which you can derive data via code-based integrations.

Adding modules as sources

Once you have feedback from your desired sources stored in modules in Zoho CRM, it's time to add these modules as VoC sources.

Existing standard sources, like Zoho Desk, Zoho Survey, emails, calls, and social media, are called basic data sources. Any module you select as a source is called an advanced source.

 

Note: Feedback from the Notes source is now nested as and parsed from a child module.

 

Here's how you configure any module as a source:

Under Module as a source, choose the source module that contains your reviews, then fill out the following fields:

1. Display name: This labels the source module.
   
2. Choose field for response to be extracted: This tells the system which field(s) to import data from—typically descriptive multi-line fields.
   
3. Choose a response provider: This is your lead or customers. This tells the system whom the feedback should be attributed to and which record to associate the analysis with.
   
4. Response time: This defines the time frame from which the system should include feedback data.
   

That's all you need to do. VoC will start importing your feedback data for analysis. To associate data with existing customers, you can also include them in your settings .

Derive insights from your modules and act on them

The minute your source modules are configured, you can build dashboards that include them, filter records based on their attributes, and automate workflows as you would for any other VoC response.

There—that's how you can add bring reviews from the Internet to power your VoC analyses.

With the emphasis on customer experience growing, we are working to boost VoC with more CX-bound capabilities each day. We shall meet you with one such in the near future. See you!

Release: Available for customers in all DCs

Resource: Help document 

Thanks and have a good one!

Kind regards,
Saranya Balasubramanian

• Topic Participants

• Saranya Balasubramanian

  

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