Act on your customers' voices in Zoho CRM

Act on your customers' voices in Zoho CRM

Dear Customers,

We hope you're well!

We are super excited to present a pivotal addition to VoC in Zoho CRM—the ability to act!

Customer feedback is directly proportional to customer experience, and in this customer-driven market, that feedback has a powerful influence on the growth and perception of the brand. Voice of the customer—both as a strategy and as a tool—taps into this demand.

As you might know, VoC in Zoho CRM gathers customer feedback from six channels, aggregates them, and subjects them to various analyses. As a result, you can scrutinize their feedback closely, get their pulse, and develop personas based on them. But we've realized that no matter how much these insights can benefit your business, action speaks louder.

Introducing VoC into advanced filters

Customers express feedback in expectation of spurring an action. This action can be a reaction to their complaints, a response to their queries, or a reconciliation of their grievances; whatever the case, actions are time-bound and vary based on the type of feedback received. That is, an action can't be standard for all customers and for all types of feedback. Thus, to be contextual across all settings and times, wse've incorporated VoC attributes like events, keywords, and responses in modules' advanced filters.

With this addition, you can filter records that have mentioned specific keywords, recorded a progression in their process, or expressed their contentment or discontentment, and then group them and develop strategies. You can encourage upselling, retain customers on the verge of churning, provide contextual information at the convergence stage, and more by performing mass actions on filtered records, like sending mass emails and making mass updates for records.

How is this achieved?
Recently, we announced an enhancement called cross-module filtering, which enables you to filter modules using values from related modules. For instance, you can filter contacts based on customer context, such as those whose associated deals are in the Negotiation stage.
We've deployed the same functionality so you can find records with certain attributes. VoC aggregates customer feedback as related modules based on their properties. These related modules are not visible to users and are used to conduct various analyses. Information from these related modules are used as filter attributes within the modules for which you've created your VoC dashboards.

Below are the related modules and their respective attributes being used in the filter:
VoC events: VoC events are occurrences or actions observed in customer records in relation to their responses. Whenever a customer triggers a record action, VoC will log that as an event and assess if there are any responses during or after a response to understand the response's relevance to the customer's actions. Unlike field filters (churn, recommendations, leads, deals, and activities), this filter displays customer records based on their actions during or after their response. Whether they're positive or negative, this helps develop contextual responses to customers' actions.

Below are events you can use to filter your records:
  • Churn events: The churn event filter yields records that churned out during or after a response. You can identify elements of their responses that may have indicated churn and develop measures to retain other records at risk of churning.
  • Lead events (applicable to the Leads module): Filter leads that were converted or lost during or after a response using this attribute.
  • Deal events (applicable to any sales module that are mapped as primary module ): Filter deals that have been won or lost during or after a response using this attribute.
  • Recommendation events: Filter records whose transactions have been successful as a result of cross-sell recommendations after a response using this attribute.
  • Call performance events: Filter customers to whom issue resolutions have been provided or to whom commitment or agreements have been made.
 
Alternatively, you can also filter records based on event times—for example, to determine when exactly after a response did the customer perform an action. This is another attribute that can help you identify behavioral links to particular actions.

VoC responses: Responses include replies or reactions gathered from feedback. You can filter records based on recorded emotions, intents, response times, response types, sentiments, and survey NPS scores, based on the channels you've integrated, as well as customers who aren't content with your brand, those who are planning to make purchase, or those who have submitted poor NPS scores. It's important to give priority to the insights derived from these responses, as these are customers that are either ripe for converting or at risk of churning.


VoC keywords: Keywords are notable terms mostly used by customers. Keyword usage can help determine customers' sentiments and intentions with regard to your brand, the purpose of their correspondence, and their purchase decisions.
You can filter records based on the keyword(s), keyword intent (purchase, complaint, query, etc.), keywords mentioned by agents (users from your organization), keywords mentioned by customers or agents, keyword sentiments (positive, negative, or neutral), and keyword types (general or competitor).

InfoNote: We've renamed the previous related module, VoC Inferences, to VoC Keywords to provide a clearer description of its function.
Let's look at a scenario:


For a customer-centric organization, this addition adds great value. You can identify your customers based on their sentiments, create exclusive targeting strategies to promote retention and mitigate churn, and optimize customer experience at scale.

We hope you use these VoC filter attributes and carry on with your customer correspondences with improved context!

Idea
Release plan: This filter parameters are available for all users in all DCs.

That's all folks! Thanks!

Kind regards,
Saranya Balasubramanian
Marketing - Zoho CRM


      Zoho Campaigns Resources


        • Desk Community Learning Series


        • Digest


        • Functions


        • Meetups


        • Kbase


        • Resources


        • Glossary


        • Desk Marketplace


        • MVP Corner


        • Word of the Day


        • Ask the Experts


          Zoho CRM Plus Resources

            Zoho Books Resources


              Zoho Subscriptions Resources

                Zoho Projects Resources


                  Zoho Sprints Resources


                    Zoho Orchestly Resources


                      Zoho Creator Resources


                        Zoho WorkDrive Resources



                          Zoho CRM Resources

                          • CRM Community Learning Series

                            CRM Community Learning Series


                          • Tips

                            Tips

                          • Functions

                            Functions

                          • Meetups

                            Meetups

                          • Kbase

                            Kbase

                          • Resources

                            Resources

                          • Digest

                            Digest

                          • CRM Marketplace

                            CRM Marketplace

                          • MVP Corner

                            MVP Corner




                            Zoho Writer Writer

                            Get Started. Write Away!

                            Writer is a powerful online word processor, designed for collaborative work.

                              Zoho CRM コンテンツ



                                ご検討中の方

                                  • Recent Topics

                                  • showing Limit exceeded

                                    Good afternoon...trust you're good. I've been having issues working with but it's not responding. it's showing Limit exceeded, sorry it seems like too many people are working on the sheet right now please try again later. meanwhile no one is working on

                                  • Upload API

                                    I'm trying to use the Upload API to upload some images and attach them to comments (https://desk.zoho.com/DeskAPIDocument#Uploads#Uploads_Uploadfile) - however I can only ever get a 401 or bad request back. I'm using an OAuth token with the Desk.tickets.ALL

                                  • Losing description after merging tickets

                                    Hello, We merge tickets when they are about the same topic from the same client. It happens sometimes. We recently noticed that after the merger only the description from the master ticket is left in a thread. And the slave-ticket description is erased.

                                  • update linked contacts when update happens in account

                                    Hi, I have a custom field called Licence in the Accounts module. When someone buys a licence, I’d like to update a custom field in the related Contacts. How can I achieve this? I noticed that workflows triggered on Accounts only allow me to update fields

                                  • Problem Management Module

                                    I am looking for a Problem Management module within Zoho Desk. I saw in some training videos that this is available, and some even provided an annual price for it. I want an official confirmation on whether this is indeed available. This is not a particularly

                                  • Unable to explore desk.zoho.com

                                    Greetings, I have an account with zoho which already has a survey subscription. I would like to explore desk.zoho.com, but when I visit it while logged in (https://desk.zoho.com/agent?action=CreatePortal) I just get a blank page. I have tried different

                                  • Offline support for mobile app

                                    Accessing your files and folders from your mobile devices is now quicker and simpler, thanks to the power of offline support. Whether on an Android or iOS device, you can use the Offline function to save files and folders, so you can review them even

                                  • Zoho Desk KB article embedded on another site.

                                    We embed KB articles from Zoho Desk on another site (our application). When opening the article in a new tab, there is no issue, but if we choose lightbox, we are getting an error "To protect your security, help.ourdomain.com will not allow Firefox to

                                  • Does Attari Messaging app have Bot option and APIB

                                    Hi, Does Attari also have Bot and API as we use in WhatsApp??

                                  • How to add application logo

                                    I'm creating an application which i do not want it to show my organization logo so i have changed the setting but i cannot find where to upload/select the logo i wish to use for my application. I have seen something online about using Deluge and writing

                                  • Details & Limitations of the Free Forever Plan

                                    I cannot find any comparison/details about the Free Forever Plan. Can you please publish details of what are its limitations?

                                  • 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

                                  • How to record company set up fees?

                                    Hi all, We are starting out our company in Australia and would appreciate any help with setting up Books accounts. We paid an accountant to do company registration, TFN, company constitution, etc. I heard these all can be recorded as Incorporation Costs, which is an intangible asset account, and amortised over 5 years. Is this the correct way to do it under the current Australian tax regulations? How and when exactly should I record the initial entry and each year's amortasation in Books? Generally

                                  • Show Payment terms in Estimates

                                    Hi,  we are trying to set up that estimates automatically relates payment terms for the payment terms we introduced on Edit contact (Field Payment terms).  How can it be done? Our aim is to avoid problems on payment terms introduced and do not need to introduce it manually on each client (for the moment we are introducing this information on Terms and Conditions.  Kind Regards, 

                                  • 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

                                  • 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

                                  • Custom Bulk Select Button

                                    Zoho CRM offers the ability to select multiple records and invoke a Custom Button This functionality is missing from Recruit Currently we can only add buttons in the detail page and list But we cannot select Multiple Records and invoke a function with

                                  • 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

                                  • 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

                                  • Do you have software like Windows software?

                                    We want swadeshi software

                                  • 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

                                  • 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     

                                  • 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?

                                  • 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

                                  • 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.

                                  • 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

                                  • 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)

                                  • 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

                                  • 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

                                  • Deal Stage component/widget/whatever it is... event

                                    Deal Stages I am trying to access the event and value of this component. I can do it by changing the Stage field but users can also change a Deal Stage via this component and I need to be able to capture both values. Clicking on 'Verbal' for instance,

                                  • Create advanced slideshows with hybrid reports using Zoho Projects Plus

                                    Are your quarterly meetings coming up? It’s time to pull up metrics, generate reports, and juggle between slides yet again. While this may be easier for smaller projects, large organizations that run multiple projects may experience the pressure when

                                  • Add an option to disable ZIA suggestions

                                    Currently, ZIA in Zoho Inventory automatically provides suggestions, such as sending order confirmation emails. However, there is no way to disable this feature. In our case, orders are automatically created by customers, and we’ve built a custom workflow

                                  • Next Page