Leverage UX to Power CX: VoC insights are now available in Kiosk

Leverage UX to Power CX: VoC insights are now available in Kiosk

Efficient teams deliver exceptional experiences

Dear Customers,
 
We hope you're well!
 
When we built VoC for Zoho CRM, our focus was in fact to study the "voice" of the customers. It's been over a couple of years since we opened it for you, and we have arrived at a stage where you can act on their responses; Customer experience as a result of customer experience.

Today, we step up and touch on a new chapter—User experience using the Kiosk studio.
Quote
Kiosk is our no-code self-service tool that empowers CRM users with convenience and information on demand. You can summon record information from across the CRM, submit new data to the system, configure if-else decisions, and ascribe quick actions from Kiosk placed anywhere in Zoho CRM. 
With Voice of the Customer joining hands, your users can factor in interpersonal customer insights to make quick decisions and act on them from within the Kiosk.
   

VoC insights in Kiosk:

 
CX or UX—When we talk about optimizing experiences, we cannot omit the human aspect of it. Ultimately, we are all catering to a human entity that expresses sentiments, emotions, biases, and preference which subsequently influences their decisions. Every business needs to have data and cues about their voice to strategize engagement, promotion, reconciliation, and retention.

Thus, VoC insights in Kiosks have become a necessity. Let's see how this is a real UX empowerment!

Escalation management:
Escalation management is a key skill exhibited by leaders in the organization, and it often involves an angry and/or frustrated customer at the other end. While it is their job to offer convincing solutions, the manager might not always know the customers' state of being. With VoC insights sought out at Kiosk, the manager can get a true sense about the customers' pulse before engaging them in reconciliation measures.
This is how you can configure a Kiosk for them: The configuration

This is how the escalation manager can make use of VoC insights in Kiosk:
Kiosk rendering VoC insights associated to the homepage:



Assess product reception:

Irrespective of the number of marketing tools available in the market, the reception of a new product is often reflected in their demand and the customer responses. As a marketer, if you'd like to assess the usage before creating targeted campaigns, VoC in Kiosk will help you see insights firsthand.
  1. You can fetch records of prospects who are enthusiastic about the new product and have queries about the product based on their sentiments and intents. The following can be their criteria:
    1. Response intent is Query, request, purchase
    2. Response sentiment is positive
    3. Response emotion is Enthusiasm, Happy, Gratitude, Trust
  2. Also, to identify and reward customers that promoted the product by mentioning it on their social media handles by tracking their social media mentions right from within the Kiosk.
    1. Response type is Social - Twitter (X). Facebook (Meta)


Optimizing patient response management using VoC:

When it comes to hospitals, end-to-end experience has a big influence on patients' trust. From appointments to admissions, patients expect the hospital administration to be empathetic and thoughtful in their approach. This is where VoC in Kiosk come in handy.
  • As an administrator, you can pull out records of all patients that expressed negative sentiments in their post-care services, further look into each of their personal insights to understand the common problem. From here, you can improvise your response management.
    • Keyword sentiment is negative
    • Keyword mentioned by customer
    • Response emotion is Discontentment
    • Response intent is complaint
    • Survey NPS score is < 3
  • Patients' historical emotional state of being is an important element psychologists refer to before meeting with their patients and VoC insights capturing exactly the same, can become very handy for the counselor to prepare beforehand.
  • Accurate diagnosis is a challenge in online consultations. Doctors, before they connect with their patients, can fetch their patients records from Kiosk to understand their previous ailments and allergies. On top of that, the doctor can understand the patients' sentiments to adjust their approach.
    • Keyword is not empty
    • Keyword mentioned by customer
    • Response is Confusion, Discontentment
    • Responded time is till yesterday
 
These are different use cases VoC can solve using Kiosk. Kindly refer to the help document to explore its use and application in-depth. 

Enhancement 2: VoC charts in homepage dashboards:

In addition to this, for ease of access, we made VoC components available for homepage dashboards. You can create dedicated dashboard only with desired VoC components to get a quick update.

We have opened these capabilities for all customers that have enabled VoC in their organization. We hope to improve your productivity and performance using these on-demand intelligence using VoC. With more such capabilities, we will see you soon!

 
Thanks and have a good one!
 
Kind regards,
Saranya Balasubramanian

    Nederlandse Hulpbronnen


      • Recent Topics

      • Custom View of tickets created today

        How can I create a custom view that list all my ticked created in the current date? Currently, if I select the "Created Time" criteria, the "Current Time" option does not work as today. Actually, I don't know how it works this "Current Time".

      • Lifecycle Reports

        From data to decisions: A deep dive into ticketing system reports A lifecycle report captures and visualises the sequential states that a ticket undergoes across its lifespan. For instance, when a customer submits a support ticket for a faulty product,

      • Zoho Forms - Print Button on Forms

        Hi Forms team, I'm replicating a form for a client which is currently based on JotForm. I noticed that at the end of the form there is a button to print the completed form. I thought this would be something worth sharing and a nice to have in Zoho Forms.

      • Putting Watermark on Zoho Sheet

        Can this be done?

      • Validation function not preventing candidates under 18 or over 30 from submitting the web form

        Hello everyone, I’m trying to create a validation rule for the Candidate Webform in Zoho Recruit. I added a custom field called “Date of Birth”, and I want to make sure that candidates cannot submit the form unless their age is between 18 and 30 years.

      • Report to know the history of certain Tickets on Desk

        Hi there guys, As the title implies we're wondering if there's any way to get some kind of Report that allows us to check the History of various Tickets at the same time since as of today if we want to know that we have to check them 1 by 1 which is not

      • Advanced Usage Billing: Prepaid with Drawdown

        Picture yourself at your favourite coffee shop, Bean & Brew. You come by every morning for your usual cappuccino, and occasionally you get an extra cold brew and a muffin or two in the afternoon. Interestingly, Bean & Brew has a new idea of offering a

      • Zoho Commerce in multiple languages

        When will you be able to offer Zoho Commerce in more languages? We sell in multiple markets and want to be able to offer a local version of our webshop. What does the roadmap look like?

      • Urgent Zoho Creator down!!!???

        Now my zoho creator faced this issue. Anyone has idea? Urgent!!!

      • The Social Wall: September 2025

        Hello everyone, As we step into the fall season, some major updates are on the horizon. Meanwhile, here are the exciting updates we rolled out this September. Approvals in iOS Managing approvals just got more seamless on mobile. With this update, the

      • Introducing Detailed View for Candidates in Vendor Portal

        We’ve added a new Details sub-tab inside the Vendor Portal to help vendors easily view complete candidate information after submission. With this update, vendors can now access all candidate details, from personal information to associated job openings,

      • Zoho One Down

        Zoho Team, Checking if when the services up - currently Zoho One is down

      • How can I track which zoho users are actively using Zoho CRM

        I have several licenses of Zoho CRM. We now need to add a new user. I could purchase a new license, but before I do, I would like to see if any of our existing users are not actively using the license assigned to them. How can I determine the activity

      • Access to Detail View From HTML Snippet

        Zoho Creator displays a detail view that slides out from the right onClick of a record in a report. Am I able to access that detail view from an html snippet, e.g. click a record in a list and display the detail view? The zc_LoadIn dialog is a bit clunky,

      • Billing Management: #10 Solving Common Mistakes in Billing

        Over the past few weeks, we have explored different facets of billing, from the simplicity of traditional one-time billing to the evolving landscape of subscriptions, retainers, and usage-based models. We've unpacked how billing isn't just about sending

      • 【開催間近 - 10/17】東京 ユーザー交流会 Vol.3 参加登録 受付中！(参加無料)

        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。 10/17(金)に、東京・新橋で「東京 ユーザー交流会 Vol.3」を開催します！ ZOHOLICSよりも小規模なイベントですので、「リアル開催はちょっと緊張する…」という方も、安心してご参加いただけます✨ 当日は、初公開の事例を2つご紹介予定です！ なお、セッション映像のアーカイブ配信は予定していないため、会場にお越しいただいた方だけが、登壇者へ直接質問したり、リアルな声を聞いたりできる貴重な機会となっています。 ーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーー

      • Loading CSS Stylesheets into HTML Snippet

        Combining html/css into a single snippet can grow quite large for a UI that has a lot of functionality/styling. To keep things tidy, are we able to pull files into an html snippet using a <link> tag? If so, what are some best practices?

      • Notes Attachments

        Two things it would be nice to have the attachment size the same as the attachments sections and it would be nice to be able to attach links like you can in the attachments section. Thank you

      • Canvas: empty images

        Hello. If I add an image field like contact photo in a Canvas design, and the field is empty, there is an ugly placeholder in its place. This doesn't happen in the standard view. In the standard view, if the contact photo is empty, nothing appears in

      • Google enhanced conversions not working

        Hi guys, I've connected Zoho CRM through Google Ads interface with the goal to setup the enhanced conversion tracking in Google Ads. I have to Zoho related conversion goals which you can see in the images below: For the conversion goal above I've setup

      • Sync Contacts with iPhone

        Is syncing the Zoho Personal Mail contacts with the iPhone (or other mobile devices) in the works?  I just dumped Yahoo & then found out that contacts sync is missing.  Importing is only a stop gap and a step backwards for me.

      • MS Teams Meeting to Zoho CRM

        Has anyone figured out a good way to push MS Teams meeting info on a trigger of "meeting end" to Zoho CRM? We're looking for a way to take attendees of a meeting and meeting duration and push it into Zoho CRM after the meeting has ended. If I can just

      • How do I move a section or element from one page to another in the NEW Zoho Sites UI

        I have a section on my home page with numerous elements within it and I'd like to move the entire section to a different page on my site so I don't have to recreate it from scratch.  Is there a way for me to do that easily? I could use a quick answer on this please.

      • Zoho Projects app update: Global Web Tabs support

        Hello everyone! In the latest version(v3.10.10) of the Zoho Projects app update, we have brought in support for Global Web Tabs. You can now access the web tabs across all the projects from the Home module of the app. Please update the app to the latest

      • Export as MP4 or GIF

        Hi, Just wondering if there's a way to export/convert a presentation to an MP4 video file or even a GIF. One use case would be to use the animation functionality to create social media graphics/charts/gifs/videos. Thanks for a great tool... Rgds Jon

      • Page Layout- Horizontal Rule

        When editing the layout of, for instance, the Potentials page, is there a way to insert a horizontal rule or white space in between fields?  I'd like to keep a group of fields in the same Section, but would like to create some seperation in order to further group together certain fields within the Section.  If this is not possible, does anybody have any other suggestions on how to create this same effect?   Thank you!

      • Zoho Books will discontinue support for older browser versions soon

        Hello users, Starting from May 15, 2024, Zoho Books will no longer support the following browser versions: Browsers Version Restrictions Firefox Browser Versions older than 100 Google Chrome Versions older than 100 Microsoft Edge Versions older than 100

      • Zoho Projects - Q3 Updates | 2025

        Hello Users, The final quarter of the year 2025 has begun, and we at Zoho Projects are all set with a plan. New targets to achieve and new milestones to reach, influenced by the lasting imprint of the past quarter. 2025's Q3 saw some new features and

      • Zoho Sheet - Printing - Page Breaks and Printing Customization

        I think the title is descriptive enough in that I cannot find help documentation on a simple task of adding in page brakes for separating pages on print. Thanks

      • Issue with Trident exe file

        Hello Team, Exe Setup file It's showing harmful for user pc please check and do needful. this message for developer team. Thanks Bhargav Purohit

      • Different languages for users

        Hello, Do you plan to enable individual users to select their languages for interface? Currently language can be changed for everyone - it looks like a settings for a whole portal, which is not good when you are working internationally. Best regards,

      • Transaction Locking with the dynamic date

        Is it possible to dynamically update dates on transaction locking. We want to lock transaction x days from today

      • Unable to change sales_order status form "not_invoiced" to "invoiced"

        I am automating process of creating of invoice from sales_orders by consolidated sales_orders of each customer and creating a single invoice per customer every month. I am doing this in workflow schedule custom function where i create invoice by getting

      • Apply Vendor Credits Automatically

        We are bulk importing Vendor credits in Zoho Books!!! Is there a way to apply vendor credits automatically to the first UNPAID bill of the Vendor?

      • Apply Vendor Credit Automatically

        Hello!!! Is there a way where in we can apply vendor credits automatically on the FIRST OUTSTANDING BILL of the vendor?? We have lots of VENDOR CREDITS ISSUES mostly!!! Applying it manually is a pain for us. Would be great if we have a way to apply the

      • Need Easy Way to Update Item Prices in Bulk

        Hello Everyone, In Zoho Books, updating selling prices is taking too much time. Right now we have to either edit items one by one or do Excel export/import. It will be very useful if Zoho gives a simple option to: Select multiple items and update prices

      • Creator problem: Edit form View not displaying whole form

        I'm having problems with the form in my database. The edit view is not showing the whole form: This is how it looks in the normal view: As you can see, there is a whole section in the bottom right of the form which is not displaying in the Edit View. This means that I can't change or delete any of these fields... Anybody had a similar problem or know a solution? Any help would be appreciated.   Cheers,

      • Vendor Master Enhancements for Faster Purchase Entry

        I’d like to suggest a few features that will improve accuracy and speed during purchase voucher entry: Automated Item Tax Preference in Vendor Master Add an option to define item tax preference in the vendor master. Once set, this preference should automatically

      • Quick Item Search & Auto-suggestion for Invoices

        Hi Team, I am facing an issue while creating invoices in Zoho Books. Currently, I have to type the full item name in the correct sequence and spelling for it to appear. For example, my item name is: "Distemper Acri Silk Special White 10kg" If I type something

      • Integrating Chatbot with Zoho Creator Application

        Is it possible to integrate a chatbot with a Zoho Creator application?

      • Next Page