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

                                  • Time Entry Notifications

                                    Hi All - I have support staff who place notes of their work in the time entry section of Zoho Desk. Is there a specific workflow or setting I need to enable to have the ticket holder updated via email when an entry is saved?

                                  • Change text in help desk

                                    Hi, Please let me know how can i change the this text, see screenshot.

                                  • Customer happiness customisation

                                    Hi, I was wondering if it's possible to somehow customise to whom and when customer happiness request is sent? Can you enable it only for selected tickets for example based on workflow or any other criteria (customer name, tag or anything else)? Also

                                  • No Zoho Support Response in Months

                                    I want to say that I love Zoho FSM, Books, and CRM, but the support is scary bad. About 2-3 months ago, I emailed Zoho FSM support with two specific issues I needed help with, and I have still not received one single response. I also submitted a support

                                  • Null

                                    If a result is null how do I make it so that a custom error pops up instead of the default error? Can someone write an example as if I were using the script builder?

                                  • Format a "return" message

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

                                  • 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,

                                  • 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

                                  • cannot login from outlook on mobile

                                    Hi there,   I tried to set up my email accounts on my iphone using outlook, but it always return email address and password error. Please find the attachment for the screenshot. I am pretty sure that I typed in the correct email address and password and the imap has been enabled from zoho admin account. I can configure the email address on iphone default mail service as well as outlook on pc, the problem only occurs on the outlook app on mobile. I do need to use this app instead of the iphone default

                                  • 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

                                  • 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

                                  • Next Page