Bringing in reviews from anonymous source into VoC analyses

Bringing in reviews from anonymous source into VoC analyses

  1. A loyal customer might be praising your product in a forum.
  2. A frustrated user could be posting a harsh review on a public site.
  3. An excited partner may have left a comment on your campaign.
  4. A domain expert might be deconstructing your product.
  5. A prospect could be inquiring about pricing before ever contacting you.
These conversations are your business's reality in the outside world. However, most businesses rely only on responses from known sources like surveys, support tickets, and emails to analyze their customer experience (CX) stance.

While they are your customers' truths, these direct responses are often limited in terms of purpose. That is, support tickets are limited to specific problems, emails are limited to their specific contexts, and each survey response is limited by its options. These are instances of feedback, but they don't capture the whole CX picture.

For a 360° picture of your CX, you need a setup that gives you insights from both inside and outside your business's purview. That's why in Zoho CRM we introduced the ability to use your market as a data source in a previous update, which enables you to associate the module that stores customer reviews as a data source so that customer reviews outside your business are also included in your CX analyses.

However, your customer experience is not limited only to your customers; it applies to anyone who's getting to know your business.

So today, we bring to you the ability to track comments submitted by consumers that are not in your contact list, who we'll call unknown responders.
There are a number of ways you can source these reviews and responses and import them into VoC. The illustration depicts a few:


With these facilities in place, let's understand how tapping into anonymous reviews could help your business using a few use cases:
 
Understanding the market's pulse: Determine pricing and positioning
Let's say you own a real estate brokerage that deals with premium properties in the Bay area. Before launching a one-of-a-kind property into the market, you'd like to gauge the market's interest while simultaneously assessing their expectations so you can determine your pricing and positioning strategies. Accordingly, you roll out a few mystery advertisements on a video streaming platform and host anonymous surveys on your website.
 
By subjecting these reviews to CX analyses, you're able to identify market sentiments, common expectations, opinions, and more. This gives you an opportunity to develop the right messaging and positioning strategies even before you list the property.

Give the market what it wants: Curate trending solutions
Or let's say you're a DIY holiday planner that offers a wide range of travel packages. In addition to your seasonal package, you also curate destinations based on conversations and engagement data from your social media handles. You can bring in comments, DMs, hashtags, and mentions from followers who aren't necessarily customers into your CRM, as well as collate suggested locations, identify sentiments and intents, and assess volume to determine what the market wants from your business.
 
Assess product demand before the rollout date
Businesses can anticipate product demand based on the acceptance the market shows. You can use responses to your campaigns, surveys, blogs, and more to compare the level of purchase intent between your customers and the market. Accordingly, you can plan production, open pre-order reservations, and more.

Between your market and your business lie your prospects—the people that try your product before making purchase decisions. As prospects interact with your product, they develop opinions, and their feedback can introduce insights your business hasn't discovered yet. Compare these findings with those of your customers and market, incorporate fixes in your roadmap, and keep evaluating and enhancing your product's user experience while you convert them into customers.

Analyze brand reviews submitted to resellers, affiliates, or aggregators
Your partners, affiliates, resellers, and aggregators often stand in for your brand in their local markets. You can channel reviews from their customers into your VoC to conduct collective CX analyses.

Quote
  1. Be it a user with a stealth social handle predicting what’s new in your business
  2. Or, an avid follower contributing business ideas in your social profile
  3. An exploring prospect curious to try out your product
  4. A customer that isn't dealing with your brand directly.

These sources offer a wealth of insights that you didn't realize existed in the outer world. By tapping into these reviews, you can:
  1. Bring your prospects' expectations, concerns, and doubts into your system even before they enter your pipeline.
  2. Witness how the market compares your business with your competitors.
  3. Compare how your prospects and customers talk about your business.
  4. Assess churn risk and forecast outcomes.
  5. Devise strategies and prevent pitfalls.

All you have to do is to map the module where you store your reviews—regardless of whether you use it in your VoC configuration or not—and choose the review field. VoC will then be able to show insights that include these anonymous reviews.


There–that's all you need to get anonymous reviews in your VoC analyses. At Zoho CRM, we realize the influence customer experience has in the sales pipeline, and to accelerate conversions, we're developing more CX-focused updates as part of VoC. We hope you try them out in your organization and let us know how you like them, as well as what kinds of enhancements you're looking for, so we can improve our VoC portfolio.
 
Availability: VoC is available in trial mode for organizations in the following editions and DC.


Notes
Release plan: 
  1. This enhancement is open for customers in US, IN DCs. Customers in EU, AU, and SA DCs will get this enhancement shortly.
  2. Resources: Next gen doc | CRM 1.0
That's all for now. See you soon 👋
 
Thanks and have a good one!
 
Kind regards,
Saranya Balasubramanian

    • Recent Topics

    • Format a "return" message

      Good day, Is there a way to format the message of the "return" function in CRM deluge script?

    • 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

    • Having Trouble Opening The Candidate Portal

      Recently am having trouble opening the Candidate Portal. It keeps loading but cannot display any widgets. Tried Safari, Chrome and Edge. Non of them work. Please solve the problem ASAP.

    • Tip of the Week - Spot Risky Sales with Conditional Formatting

      In Zoho Analytics, small tweaks can lead to big insights. One such feature is Conditional formatting based on other columns, your key to instantly spotting where sales success is overshadowed by product returns. Our tip this week shows you how to apply

    • How do I duplicate / copy a campaign

      I am evaluation Zoho Campaigns and sent an email to one of my personal email accounts from Zoho Campaigns.  It went into my junk file in Hotmail. I want to duplicate that same (1-page) campaign and send it to another of my personal accounts to try to

    • For a Bill, can "Pay via Check" - Can we also "Pay via Check" when documenting refund for payment?

      We really like when we have a Bill in Zoho Books that we can record payment by selecting "Pay via Check" and that will cut the check for us from Zoho Books. However, when we have to write checks as a result of invoice overpayment, we can not select "Pay

    • Creator Change History: Ways to improve

      Hi Everyone, Recently been working in developing this change history(an idea from Zoho Forms) - unlike forms that you can this with a click but using Creator, we can use "old" keyword. The concept I come up with is to put the result in a table however,

    • Currency selector (based on variable) usage in comparsion

      Hi, I've developed a currency selector based on the following topic, and it's working well in pivot tables and charts: https://help.zoho.com/portal/en/community/topic/how-can-i-allow-my-users-to-choose-a-currency-for-the-dashboard I also have a comparison

    • Suitability of Zoho One (Single User License) for Multi-State GST Compliance & Cost Analysis

      Hello Zoho Team, I am an e-commerce business owner selling on platforms like Amazon, Flipkart, and Meesho, and I'm currently using their fulfillment warehouses. I have two GSTIN registrations and am planning to register for an additional 2-3 to expand

    • add employees and customiz

      I want a Zoho software to track employees record. I logged in a demo so now I tried adding employee, first thing when I click on add employee it takes me to a page where it says add user maximum 10 users, my first doubt why users I don't want employees

    • Inactive User Auto Response

      We use Zoho One, and we have a couple employees that are no longer with us, but people are still attempting to email them. I'd like an autoresponder to let them no the person is no longer here, and how they can reach us going forward. I saw a similar

    • Zoho People Attendance Module - Split Shifts

      Hello, Our business employs a number of college students who often split their workdays between work hours and class schedules, resulting in split shifts. For example: Employee 1 works 9am to 11:30am and then leaves for class, returning to work at 3pm

    • Zoho One subscription

      we have got Zoho CRM for 3 users and we paid for the app , and we have still 9 months to go , but if we join Zoho one , does it mean the payment for that subscription would be a waste? Please help. Thanks.

    • How Zoho CRM Can Enhance Your Faucets Accessories Business Operations?

      In today's competitive market, having a reliable CRM system is crucial for managing customer relationships and streamlining business operations. For businesses in the faucets accessories niche, Zoho CRM offers powerful tools to help manage everything

    • Dashboard

      I’m currently working on a project using the Zoho IoT Cloud with an ESP32 and MQTT. I’ve successfully connected the ESP32 to Wi-Fi and MQTT, and the data from the ESP32 is displayed in the telemetry section of the cloud. However, when I try to create

    • 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?

    • Zoho Forms - Improved Sub-Forms

      Hi Forms team, I'm helping a client move from JotForms to Zoho Forms and I've found another opportunity for improvement. In the below screenshot, JotForm left and Zoho Forms right. The Zoho Forms Sub-Form is quite a poor visually. There is no way to make

    • What's New in Zoho Billing | Q3 2025

      Hello everyone, We are excited to share the latest set of updates and enhancements made to Zoho Billing in Q3 2025. From the latest GST updates to multi-level discounting, Zia-powered report summaries, and customizable web forms, these updates are designed

    • How to Delete Personal Account Linked with My Mobile Number in past or by someone else

      How to Delete Account Created with My Mobile Number in past or by someone else This is creating issues in making or sync with my credentials mobile and email address..

    • WhatsApp Business Calling API

      Dear Zoho SalesIQ Team, I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho SalesIQ. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need

    • Does Zoho Learn integrate with Zoho Connect,People,Workdrive,Project,Desk?

      Can we propose Zoho LEarn as a centralised Knowledge Portal tool that can get synched with the other Zoho products and serve as a central Knowledge repository?

    • Marketer's Space - Going beyond basics: Smarter ecommerce marketing with Zoho Campaigns

      Hello Marketers, Welcome back to this week's Marketer's Space. In the last post, we discussed the basics of email marketing and how to get started with email marketing in ecommerce. In this part, we'll dive much deeper into some other advanced features

    • Connecting two modules - phone number

      Hi, I’d like some guidance on setting up an automation in Zoho CRM that links records between the Leads module and a custom module called Customer_Records whenever the phone numbers match. Here’s what I’m trying to achieve: When a new Lead is created

    • Zoho Marketing Automation 2.0 - Landing Page function not working

      Dear Zoho Team, I am working on implementing Zoho Marketing Automation 2.0, and am now looking into the section "Lead Generation". If I open the "Landing Pages" section, I immediately get an Error code: Error: internal error occurred. Can you help me

    • Unable to use Sign "You have entereed some invalid characters"

      Unable to use Sign "You have entered some invalid characters" I do not see any invalid characters. The text in "Leave a Note" is plain text which I entered directly into the field. See attached screenshot

    • Elevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration

      Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using Workflow

    • Messages not displayed from personal LinkedIn profile

      Hello. I connected both our company profile and my personal profile to Zoho social. I do see all messages from our company page but none from my private page. not even the profile is being added on top to to switch between company or private profile,

    • "Performed changes in the query is not allowed due to following reason" when adding columns or reordering data

      I'm trying to make changes to a query but every time i try to save it i get this error message. I'm not touching the data it's flagging. All I've tried to do is reorder a couple of fields and add a new one. Why won't it let me do this? It's a core query

    • Onboard new users easily with native screen recording in Zoho Projects Plus

      Communication involving both visual and audio elements tends to capture more interest among the audience. Whenever we onboard new employees to the organization, the task of engaging them in the induction sessions, and keeping the spark going in their

    • Request to Add Support for PDF Templates and More Flexibility in Email Editor

      Hi Zoho Campaigns Team, I hope you're doing well. I wanted to share some feedback and request a few improvements in the Email Template feature of Zoho Campaigns. Right now, we can create email templates using the HTML editor, which is helpful. But we’re

    • Can you stop Custom View Cadences from un-enrolling leads?

      I'm testing Cadences for lead nurture. I have set un-enroll properties to trigger on email bounce/unsubscribe, and do NOT have a view criteria un-enroll trigger. However, help documents say that emails are automatically un-enrolled from a Cadence when

    • Zoho Desk Android and iOS app update: Agent detail overview

      Hello everyone! We’ve introduced agent detail overview on the Zoho Desk Android and iOS app update. With this feature, you can get a complete view of agent’s tickets, response times, logged hours (for both tickets and activities), customer happiness ratings

    • Blog Widget: Show recent blog posts on my homepage

      Hey there I am using the Zoho Sites Blog feature. On my homepage, on the bottom I'd like to have a featured content section where I show some of my blog posts (selected, most recent, filtered by category and so on...). It would be nice to have a blog

    • YouTube Live #2: Agreement Intelligence with Zoho Sign's eSign AI assistant

      Hi there, We're back again with our YouTube live series and this time, we'll take you through our holistic agreement intelligence powered signature workflows. Struggling to draft an agreement? Need help double-checking clauses and going through complicated

    • How to iterate through excel data using zoho rpa

      I wanted to iterate or loop through excel data ( datatable). How can i do that

    • Zoho Commerce

      Hi, I have zoho one and use Zoho Books. I am very interested in Zoho Commerce , especially with how all is integrated but have a question. I do not want my store to show prices for customers that are not log in. Is there a way to hide the prices if not

    • Mass (Pull back) (Close WOs) (Close APs)

      Hi develop team. Just idea because Zoho FSM is great but its too manual. we have a lot of task to do every day and the system needs to have more features to automatic our tasks. I need to close several WOs, APs and Pull Back per day. Please we need mass

    • Customising Zohidesk portal default widgets

      Hello, I'm wondering how could I customise the default widgets such as "popular topics", "popular articles" using CSS or to make the tiles at the bottom match the ones that I made in the picture attached. I have made some custom widgets and edited them

    • If there’s a batch at the end, the ‘mark as inactive’ function doesn’t work.

      when my batch has a date to batch end and I "mark as inactive" he batch does not obey the status and reactivates the batch.

    • Seamless multilingual messaging and tone control in Zia IM Composer

      Hello everyone! Managing customer conversations across multiple languages can be time-consuming. Using Zia in the Instant Messaging (IM) Composer helps you overcome this by providing tools to translate content, adjust your tone, and refine your messages

    • Next Page