Unlocking customer insights everywhere: Voice of the Customer (VoC) feature is now open to all

We are pleased to inform you that our Voice of the Customer (VoC) feature is now available for public access. This marks a significant milestone in our journey to provide solutions for understanding and analyzing customer feedback.

If you are hearing about VoC for the first time, here's a brief intro:

Voice of the Customer (VoC) for Zoho CRM is an extensive feature designed to provide profound insights into customer needs and sentiments. It collects data from diverse sources including email conversations, surveys, social media channels, notes, calls, and help desk channels.

Through advanced analysis by Zia, VoC delivers comprehensive insights into customer sentiments, preferences, and interactions. By actively listening to customer feedback across multiple touchpoints, VoC empowers businesses to make informed decisions, improve customer satisfaction, and drive strategic growth initiatives.

As we open the doors to public access for VoC, we're excited to introduce some enhancements designed to elevate your customer insights experience.

Tailor your insights with custom dashboards in VoC

Custom dashboards are introduced to provide you with even greater flexibility and control over your data analysis and decision-making processes.

As you know, VoC offers insights through a wide range of standard dashboards across multiple categories. In addition to standard dashboards, you can now create custom dashboards, enabling you to tailor insights according to your unique requirements.

You can add new components, clone components from default/feature dashboards to custom dashboards, and edit or delete components within custom dashboards. You can also edit/rename system components from system default dashboards and restore components to their original configuration.

Please note, each organization can create up to 2 custom dashboards. Currently, some components/dashboard are not editable, but the edit option will soon be available for these components.

For detailed instructions on creating and managing custom dashboards, please refer to the user guide here.

Filter Out Spam Email IDs for improved analysis

With Email ID exclusion, you can now enhance the accuracy of Voice of the Customer (VoC) analysis by excluding all spam/irrelevant responses from a specific Email ID. This includes survey responses, tickets, emails, and all integrated sources associated to that email ID.

By excluding such Email IDs, you can generate better insights and reduce unwanted processing, ensuring that the feedback you analyze is more meaningful and accurate.

Please find the instructions to set this up here.

Include data from Notes and Social media channels

VoC now allows you to include data from Notes and Social media channels in your analysis. By expanding the sources of feedback, you can gain insights from internal notes related to leads, contacts, or custom modules, as well as monitor interactions with your brand on various social platforms. This broadens your feedback collection and enables you to stay informed about customer sentiments and engagement. Read about it here.

VoC for Automation

Tailor responses based on customer interactions, preferences, and feedback, leading to more personalized and relevant communication. With VoC integration, it is now possible to create workflows in Email module based on specific keywords identified in emails. Please find the instructions to set this up here.

Improved and interactive user interface

We have revamped the dashboard components to provide a more interactive experience. The improved user interface enhances usability and makes it easier to navigate through the insights provided by VoC.

Dive deeper into VoC insights with our comprehensive eboook, linked here.

Who can access VoC?

Available in US, EU, IN, and AU Data Centers.
VoC is available in Enterprise, Ultimate, CRM+ and Zoho One organizations with more than 20 users.
VoC is presently equipped to analyze only incoming data that is in the English language.

To celebrate this milestone and to allow you to experience the full potential of VoC, we are offering a free trial period of 6 months starting today. During this time, you will have unrestricted access to VoC's powerful insights and capabilities.

After the 6-month trial period, VoC will transition to a paid feature and pricing plans will be revealed shortly.

Your feedback is pivotal in shaping the future of VoC, and we encourage you to try out these enhancements and share your thoughts with us.

Important links: Help guide | Early Access announcement | Ebook

Thank you,

Aayisha

Zoho CRM - User Education

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Sticky Posts
Focus Group Webinar - Streamline Record Creation with Wizards
Hi there, With all the time your users spend on record creation, do you feel like they have the most seamless experience while doing it? For different types of records or those with a LOT of fields, do your users spend time navigating to enter data repeatedly?
Notes and Attachments visibility can now be restricted based on profiles
Dear All, We hope you're well! We are here with a quick update about Notes and Attachments profile permissions. In the past, a record's Notes and Attachments were visible by default to all users with record access. However, as notes and attachments can
Identify and prioritize profitable deals: Zoho CRM Forecasts help users focus on revenue-driving opportunities
Post moderated on: 7th November: Release update: This feature is now available for users in all DCs. Dear Customers, We hope you're well! At any given time, a sales rep handles multiple deals, each progressing at its own pace. But not all deals will succeed—some
Gain control over record sharing with portal users through our new enhancement: criteria-based data exposure
Dear Customers, We hope you're well! Portals is a self-service avenue through which your clients can access and manage their direct and related data in Zoho CRM. This empowers them to be more independent and enables them to experience a sense of transparency
Context and convenience just got better with Zia's email intelligence
Dear Customers, We hope you're well! We are in 2024, and email as a tool is only getting more powerful each day. While it enables seamless daily correspondences, we are here with a set of abilities that will enhance your user experience and save several