[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

    • 【Zoho CRM】日時のフィルター機能のアップデート

      ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から、各タブで利用可能な日時のフィルター機能のアップデートをご紹介します。 日付項目と日時項目のフィルター及びカスタムビューに、「前へ(Previous)」「次へ(Next)」の選択肢が追加されました。 ⬛︎[前へ(Previous)]：作成日時に基づきレコードをフィルターにより抽出する場合 例1. 前へ6ヶ月：当月を除く直近6ヶ月間のレコードを抽出 例2. 前へ3年：今年を除く直近3年間のレコードを抽出

    • How can I notate on check stub when a vendors credit has been applied to an invoice payment?

      I'm looking for a way of printing vendor credit memo use on a check stub when its been applied to other invoices. To let my vendors know I'm using credit memo XYZ in the amount of $xx.xx. Currently I am having to handwrite it on the stub to show my vendor

    • Multi-currency in Zoho CRM Forecast and Reports

      As a company we have branches in 4 different countries with as many different currencies. Our Sales Teams would like to work with their local currency as much as possible. The Forecast module using only 1 currency is practically usable only by the sales

    • Installment plans

      Hi I am looking for a way to allow my customer to make equal monthly payments. For instance if I create an invoice for customer Y for $1000 I want to allow them to make equal monthly payments for the next 6 months. I need those payments to be auto charged

    • Introducing Zoho CRM for Everyone: A reimagined UI, next-gen Ask Zia, timeline view, and more

      Hello Everyone, Your customers may not directly observe your processes or tools, but they can perceive the gaps, missed hand-offs, and frustration that negatively impact their experience. While it is possible to achieve a great customer experience by

    • Can i integrate bigin with google voice?

       I make all my calling through google voice to seprate my personal line from business. I want to log my calls with customers automatically but i domt see anywhere where i can do that. Any help? Im pretty sure i wont be able to. Sad

    • Zoho Books | Product updates | June 2025

      Hello Users, We’ve rolled out new features and enhancements in Zoho Books, from the option to record advances for purchase orders to dynamic lookup fields, all designed to help you stay on top of your finances with ease. Introducing Change Comparators

    • How to handle this process need using a Blueprint?

      See one minute screen recording: https://workdrive.zohoexternal.com/external/eb743d2f4cde414c715224fc557aaefeb84f12268f7f3859a7de821bcc4fbe15

    • Client Script | Update - Client Script Support For Custom Buttons

      Hello everyone! We are excited to announce one of the most requested features - Client Script support for Custom Buttons. This enhancement lets you run custom logic on button actions, giving you greater flexibility and control over your user interactions.

    • In the Blue Print Transition requirement received it will show 8 check field in pop up if they any one of this field then only move to next stage Ist quote

      In the Blue Print Transition requirement received it will show 8 check field in pop up if they any one of this field then only move to next stage Ist quote Pls help how i fix this

    • Enable History Tracking for Picklist Values Not Available

      When I create a custom picklist field in Deals, the "Enable History Tracking for Picklist Values" option is not available in the Edit Properties area of the picklist. When I create a picklist in any other Module, that option is available. Is there a specific reason why this isn't available for fields in the Deals Module?

    • The Grid is here!

      Hey Zoho Forms Community! 👋 We’re thrilled to announce the launch of a feature that’s been on your wishlist for a while: Grids What is Grids? Grids let you place form fields side by side in multiple columns to create a more concise and organized form

    • Multiselect lookup in subform

      It would be SO SO useful if subforms could support a multiselect look up field! Is this in the works??

    • AutoScan Not Working Since April -Support says it with engineering

      Hi there, Autoscan has not been working on my account since April. Without this feature, completing expenses reports is laborious and error-prone. I keep asking for updates seeing as this is a critical feature, but told that it's being looked into and

    • Is there a Waiting Room Before The Webinar Starts?

      It appears that there is no waiting room before a webinar starts. For example, with most webinar software you can collaborate with your co-presenter, set up your presentation and check to make sure everything sounds right before you go live. Zoho Meeting/Webinar

    • Optimizing Zoho CRM Integration – Tips & Insights Needed

      I hope you're all doing great! I'm currently working on integrating Zoho CRM with our platform, which helps users get iPhone Free of cost through verified government programs. Everything's coming together nicely so far, but I'd really appreciate some

    • Forms - Workflow

      Apologies if this has been asked before. I would like to know if there is a way to setup a form where a customer completes the fields/questions on Page 1 and then it is forwarded to an internal department employee who completes the fields/questions on

    • GSTIN Public Search API

      Does zohobooks have an api using which i can search GST numbers and get their details?

    • Multiple locations but one parent company

      I am trying to configure my accounts that have multiple locations under one parent company to show separate locations in the portal.   

    • Using the "Like" operator in Custom Formula

      HI there, Can someone please explain the way to use the "LIKE" operator in an IF statement to compare strings? I have tried the following but am not getting the results I'm after. if( "CurrentStatus" like 'Rejected*','Unsuccessful','Pipeline') Thanks Matt

    • Choice-based Field Rules on Global Lists

      Hi, The new Choice-based Field Rules should also be able to work with Global Lists not just local lists. Thanks Dan

    • Customer Parent Account or Sub-Customer Account

      Some of clients as they have 50 to 300 branches, they required separate account statement with outlet name and number; which means we have to open new account for each branch individually. However, the main issue is that, when they make a payment, they

    • Writing SQL Queries - After Comma Auto Suggesting Column

      When writing SQL Queries, does anyone else get super annoyed that after you type a comma and try to return to a new line it is automatically suggest a new column, so hitting return just inputs this suggested column instead of going to a new line? Anyone

    • How can I populate dropdown data with information from another source or app?

      I want to maintain a list of items in another app (say in excel or another database) and sync those as items in a drop down menu, instead of copy pasting to import. Is this kind of a feature available?

    • Mass Print Attachments from Selected Records in Custom Module

      Dear Zoho CRM Team, We’d like to request a feature enhancement regarding the handling of attachments. Use Case: We have a custom module that stores invoices uploaded by our affiliates. Currently, we need to open each record individually to print these

    • ABA Files payment description

      Hi, is there a way to automate the payment description on the ABA file creation. When you paying many vendors having to put this in each time is very time-consuming. I couldn't see if there was a way to workflow this to automate using deluge.

    • GDPR Contd. - Handling Lawful Bases for Your Customers using Zoho CRM.

      Hello folks,   Continuing from our previous GDPR post, we bring to you the first cut of GDPR centric enhancements that are released for handling lawful bases for your customers in Zoho CRM. For your understanding we have split the entire process into three sections: Identifying Data Processing Basis Updating the Data Processing Basis in Zoho CRM  Consent Management in Zoho CRM 1. Identifying Data Processing Basis The fundamental principle to handle the personal data of your data subjects is to process

    • Upgrade the Lato font to the Lato 2 font

      While there's not a major difference, I noticed that Zoho doesn't use the upgraded Lato 2 font but it instead uses the standard one. Lato 2 enhances the look of letters and numbers when you italicize them, among little things that get tweaked. Is it possible

    • Validation Rule (Date)

      Hi There,  Can any anyone help me with the validation rule? I'm trying to fire a rule whereby the End Date cannot be before Start Date.  Any takers?  Manoj Nair

    • Masked Field Type with Permission-Controlled Visibility in Zoho CRM

      Dear Zoho CRM Team, Greetings, We would like to request a new feature that would enhance data security and access control within Zoho CRM, especially when handling sensitive internal information. Use Case: Our team occasionally needs to store sensitive

    • TDS Filing

      Is there any option for automatic 26Q and 24Q filing in Zoho books. Even Tally has this option. Why don't Zoho has this ? Is there any customisation available for this ?

    • How to properly setup Databridge on Linux Server?

      Hello guys, i am running a Linux server on which I am installing the Zoho Databridge via command line. The Zoho tutorial ( https://help.zoho.com/portal/en/kb/analytics/user-guide/import-connect-to-data/databases-and-datalakes/articles/postgresql-3-3-2021#1_How_do_I_install_Zoho_Databridge

    • Running Balance in Account Statement.

      Running balance should come by default in the accounting statements but in ZOHO we need to customize every time to get the running balance in accounting statement. I did not understand, when the bank account statement opened from Bank Menu can show the

    • Haven't used banking function for years and now want to reconcile and clean up my account

      I'm in the UK and have been using Zoho Books for my private mental health practice since 2018. Up until recently, I've entered everything manually and not reconciled any items with my bank account. Every year, I run a report for that year and use that

    • invalid element hsn_or_SAC

      Hi, I am trying to record expense in Zoho expense. when submitting I am facing this issue invalid "element hsn_or_SAC" please help me with this. Regards, Abdul Hameed M

    • Configuración

      Hola acabo de instalar Zoho CRM y quiero configurarlo correctamente. Al respecto me surgen algunas dudas tales como la diferencia entre: Cuentas, posibles Clientes y Contactos. ¿Conceptualmente que son cada uno? ¿Como se se relacionan entre ellos? Si

    • Plug Sample #14: Automate Invoice Queries with SalesIQ Chatbot

      Hi everyone! We're back with a powerful plug to make your Zobot smarter and your support faster. This time, we're solving a common friction point for finance teams by giving customers quick access to their invoices. We are going to be automating invoice

    • Recap - Desk Story Series

      In our exploration of the Wheels of Ticketing Series, we kicked things off by diving into a fundamental element of Desk Ticketing: the fields. These fields serve as the building blocks that gather essential information about tickets, customers, organisations,

    • Customization of Chat Transcript Emails in Zoho SalesIQ

      Hi Zoho SalesIQ Team, I hope you're doing well. We would like to request the ability to customize the email template that is sent to clients when they request a chat transcript from SalesIQ. Currently, when a client clicks the button to receive their

    • Tip of the Week #60– Reduce response time with shared inboxes!

      When customer messages are scattered across different platforms and team members aren't sure who's responding, delays are inevitable. Slow responses frustrate customers and create a poor experience for your brand, especially when expectations are high.

    • Next Page