Explore response drilldown, summary components and participation in CRM criteria

Explore response drilldown, summary components and participation in CRM criteria

VoC has all the goods when it comes to customer intelligence—which is why we're constantly enhancing it. We recently added the following:

      A customer drilldown component that shows you the list of prospects and customers behind a chart's attribute

      Expanded data sourcing options, whereby you can include reviews from known and unknown sources in your VoC analyses

Today, we're here with the following components:
  1. A response drilldown that shows you the collection of responses behind a particular chart value
  2. A summary component that analyzes and summarizes customers' responses categorically
Let's start with the response drilldown component!

Drilling down into VoC responses

Understanding the data points that underlie analyses helps decision makers make informed decisions. For VoC analyses—which typically involve examining CX—we already have what we call customer drill down: the ability to view customer records described by specific chart values and then act on those records.

But now that responses and reviews can come in from any source or module, drilling down into data behind a given chart value yields more context.
Here's even more information about this: You may already know that VoC can incorporate responses and reviews from basic and advanced sources in standard and custom modules. What you may not know is that Zoho CRM's VoC feature classifies data into four related modules that are generally hidden from the UI but viewable via filters and kiosks: Events, Responses, Keywords, and Resources. 

The tool then compiles these data points into analytics in Zoho CRM's VoC dashboards so you can act on them. One way to do so is by identifying customers via the chart itself, which the customer drilldown feature enables you to do. Another way is by using filters on the relevant modules.

To this setup, we're now introducing the ability to drill deeper into the responses themselves—irrespective of who the individual customers are. In other words, you can now drill down into responses stored in the VoC Responses module.
    

How does this benefit you?

Imagine you want to run a cross-sell campaign for your existing customers. Before you approach them, you want to know what kind of feedback you commonly receive—both praise and problems. You can create a dashboard to analyze transactions and customer feedback. Once done, you can click on the different chart values to investigate them, including:
  1. Any notes left by sales reps that indicate specific attributes detailed in the chart
  2. Email responses behind negative sentiments
  3. Transcripts of calls that had various customer opinions
  4. Any related support tickets
  5. Survey responses that detail customer preferences and satisfaction scores
  6. Feedback shared via Kiosks
Irrespective of the source, by using the response drilldown feature, you can see a collection of your customers' "voices" based on their responses and behaviors.

Next up: VoC Summary!

VoC Summary is an analytical dashboard that comes with various text-based analytical components. Backed by VoC data, Zia can deconstruct key takeaways in each section as short, consumable bulletins—without altering the context.
The list of components you get as part of this Summary dashboard are as follows:
  1. Sentiment summary 
  2. Intent summary
  3. Pain point summary 
  4. Source summary
  5. Segment summary
  6. Customer satisfaction summary
  7. SWOT summary
  8. Top keyword summary
You can use these components as-is or plug-and-play with any custom-built dashboards you created for your analyses.
    

And finally—VoC in custom view and Workflow automation.

VoC modules like resources, responses, events, and keywords carries CRM records that exhibits a certain behavior.

In these modules, VoC classifies and stores records of of happy customers, frustrated customers, prospects with intention to make a purchase, of those that are at the verge to churn, and more. Ability to select and filter your data based on this intelligence, will give your business an edge that demographic classifications would fail to give.

This post from last year would give you in depth information about acting on VoC classified records. We exposed these attributes within advanced filter of CRM modules. Today, we are making VoC attributes available in custom view criteria and Workflow rules’ trigger

Imagine you’d want to identify prospects that have intention of purchase. The sales rep can simply create a custom view with VoC attributes and get a list of prospect that are inclined to buy from your business. With a setup as straight forward as this, pursuit becomes easier.

VoC in Workflow rules:

Prospects or customers that are at the verge of churn may churn at any moment, and acting on them right away help businesses to salvage them. Be it an acknowledgement email to the customer or escalating to the case manager, or flagging the records for priority, VoC responses being available in the Workflow rules help business respond with urgency from unintentional expressions.

Here’s an example!
There–that’s all about VoC updates for today. Since its launch, VoC have had good milestones. We only aim to strengthen its portfolio so that you can make business decisions backed by data.

Give it a try and let us know how you like it. :) 

VoC availability:

P.S.: These features are being opened gradually. The help documents will be shared upon their complete release.

Thanks and have a good one!

Kind regards, 
Saranya Balasubramanian
    


    Nederlandse Hulpbronnen


      • Recent Topics

      • Feature Request Improve parent-child relationship visibility

        Hi team, The Parent-Child ticket feature is great, but I've struggled to see the relationship between tickets when using ticket list views. It would be a great quality of life enhancement for users if child tickets were nested under parent tickets in

      • Displaying only unread tickets in ticket view

        Hello, I was wondering if someone might be able to help me with this one. We use filters to display our ticket list, typically using a saved filter which displays the tickets which are overdue or due today. What I'd really like is another filter that

      • Is there provision to charge the attendees to join the webinar?

        We want to host some webinar of public interest and want to charge them to participate in this. Does this feature in-build in the application? Offcourse, we will be having Razor pay account activated for these purpose.

      • Pricelists

        So we have them in books but I cannot find them in commerce?

      • Desktop app doesn't support notecards created on Android

        Hi, Does anybody have same problem? Some of last notecards created on Android app (v. 6.6) doesn't show in desktop app (v. 3.5.5). I see these note cards but whith they appear with exclamation mark in yellow triangle (see screenshot) and when I try to

      • Don't send customer email when creating a ticket

        Hi Is there an easy way to stop the system sending an email to the customer when we manually create ticket.

      • List of Mail Merge Templates via Deluge

        Hello, Is it possible to get a list of the mail merge templates I've created in CRM within a custom function? I want to retrieve them and put them in a dropdown list but all I get is a scopes error! Can anyone see where I'm going wrong? Is this even possible?

      • Introducing Bulk Attachment Download from List View

        We're excited to introduce an update to attachment management in Zoho Recruit that lets you download attachments associated with selected records directly from the List View page of any module. How do I download attachments in bulk? You can now select

      • Zoho Desk MCP doesn't expose all functions

        Hello, I'd like to be able to draft (rather than send) ticket replies using Claude Cowork. However, the Zoho Desk MCP doesn't currently offer that, despite it being available in the API (https://desk.zoho.com/DeskAPIDocument#Threads#Threads_DraftEmailReply).

      • Tiktok

        When will Tiktok be added to the Zoho Social Platform?

      • Zoho Mail iOS app update: Spam Controls & Sender Verification

        Hello everyone! We are excited to introduce spam control enhancements in the Zoho Mail iOS app update. Let's dive into what's new. Spam Alerts in Mail Preview : Mail preview now shows warning alerts for emails identified as potentially harmful, helping

      • Mise à jour de Zoho Books – France

        Chers clients, Merci pour votre patience et votre soutien continu. Avec les évolutions réglementaires à venir en France nous introduisons de nouvelles fonctionnalités dans Zoho Books pour les clients français. Ces mises à jour ont été conçues pour répondre

      • Admin Logging in as another User

        How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Latest Update (27th April 2026): With the early

      • Zoho Books API: Bulk update thousands of records using Node.js with OAuth refresh, retries and resume support

        Hello everyone, During Zoho Books implementations, one common challenge is updating a large number of existing records. The current options are usually: Update records manually from the UI using Mass Update (with limited batch size). Update records one

      • SalesIQ's Summer '26 Release: For The Moments That Matter

        Every customer journey is made up of moments. The moment someone discovers your business. The moment they need help. The moment you decide to reach out. The moment a simple chat turns into something more. And the moments that continue long after the conversation

      • CNIL - Suivi de Pixel

        Bonjour à tous, À la suite de la nouvelle recommandation de la CNIL sur les pixels de suivi dans les e-mails, savez-vous si Zoho Campaigns permet : de conditionner le suivi des ouvertures au consentement de chaque contact ; de proposer un lien permettant

      • Customer/Vendor Portal session duration - can it be extended?

        Hi all, We'd like to know how long the login session lasts for the Customer/Vendor Portal in Zoho Books, and whether there's any way to extend it (either through settings or via support/API). Right now this is causing a pretty poor experience for our

      • Accessible & Customizable User Governance in Zoho Projects!

        As teams expand and collaborate with multiple external collaborators across projects, keeping control of user access to project data becomes a challenge. Mismanaged access can cause accidental or unauthorized edits, data leaks and lack of accountability.

      • Bulk deleting Zoho CRM records using Deluge, COQL and CRM API

        Hello everyone, During CRM implementations, data cleanup is a common task, especially after testing, migrations, imports, or integration development. The Zoho CRM UI allows deleting records in batches of 100, which is not practical when dealing with thousands

      • CNIL - Suivi de Pixel

        Bonjour à tous, À la suite de la nouvelle recommandation de la CNIL sur les pixels de suivi dans les e-mails, savez-vous si Zoho Campaigns permet : de conditionner le suivi des ouvertures au consentement de chaque contact ; de proposer un lien permettant

      • Zoho CRM Layout Rules: Nine New Actions, Profile-Based Execution, and Interactive Preview

        Hello everyone, Availability: This feature is now available for customers in the JP and SA DCs. It is planned to be released for other customers in soon. We’re excited to announce powerful new enhancements to Layout Rules in Zoho CRM - a feature built

      • Automatically set the default VAT percentage on a quote

        Every time I create a quote, I have to manually adjust the VAT and activate the checkbox for 21%. But all of our quotes include 21% VAT. So now occasionally, it happens that the checkbox is forgotten, and the customer receives an incorrect quote (without

      • How to View Part Inventory and Warehouse Location When Creating a Work Order in Zoho FSM

        Hi everyone, We’re currently setting up Zoho FSM and would like to improve how our team selects parts when creating a Work Order. Right now, when we add a part or item to a Work Order, we can select it from our Zoho Inventory list but we don’t see any

      • Zoho Sprints - Q2 Updates for 2026

        Improve your agile project management experience with the newly released capabilities in Zoho Sprints. This quarter we've shipped a few new features and enhancements that are built around smarter planning and execution tools, tighter integrations, and

      • Building extensions #5: Creating custom user interfaces using widgets

        In our last post, we looked at connections and how they help build a seamless integration with an example. In this post, we'll explore creating widgets in Zoho Sprints and their benefits with a real-time example. Widgets What and where? Widgets are custom

      • Images not saved in notes

        Created noteboards and create a note, copy pasted the image, close the note and open again, image is not coming this same problem occurs in note on notebook I have attached the replication steps as video url to analyse it, and also attached the videos

      • How to Change Notecard Color After It Is Created

        I would like to change the color of a Notecard that already exists in my notebook. I can't for the life of me figure out how to do it. I don't see an option or color picker anywhere.

      • Cannot export Zoho Notebook data nor search via MCP (GDPR)

        Hi, I'm using Zoho Notebook for a few years now. Not as my main notetaking app, but for specific usecases I did find it handy. Now I want to export all my data. Preferably all notes in html format with metadata like note title, included images and parent

      • Bring more clarity to your blueprints with color-coded transitions

        As your hiring processes evolve, blueprints naturally become more detailed. When multiple transitions connect different stages, it can take extra effort to identify approvals, rejections, reviews, and other actions at a glance. With this enhancement,

      • Add a MATRIX field to the forms creation

        Same as Zoho forms, we need a Matrix field in Zoho Creator forms, is very usefull

      • incoming mails not received

        incoming mails not received

      • Integrate QuickBooks with Bigin and streamline your sales and accounting!

        If your business relies on Bigin for customer management and QuickBooks for accounting and invoicing, this new integration is here to make your operations more efficient. By connecting these two platforms, you can now manage your CRM and financial processes

      • Automatically calculate and include tax on quotes

        I've recently been VAT registered and now need to include VAT on my quotes. I have been able to set the tax label and amount but still need to click the tax link and select the tax I wish to include before it appears on the quote. Does anyone know of

      • Relative Dates

        Is there a way to apply a Relative Date filter in DataPrep (ie. Today or Yesterday)? I need to filter a dataset to only include rows with a created date of yesterday, but I’m not finding a way to do it?

      • Change email addresses - Advise how

        Good day, I need assistance to change all our users email addresses Please advise

      • email signature

        How do you add an email signature

      • Email Forwarding | How to Enable and Disable Email Forwarding on a Non-Admin User Account

        Email Forwarding Issue: Enable and Disable Email Forwarding

      • Ask the Experts 31: Improving support performance with reports and dashboards

        Hello everyone, Join us for the next Ask the Experts (ATE) session! Ask the Experts is an opportunity to connect with people who have deep knowledge of Zoho Desk. Let's look at the topic we're focusing on this month. Just as we rely on the right tools

      • Zia AI capabilities now available in all paid editions

        Hello everyone, We are expanding the availability of AI-powered features in Desk to the other paid subscriptions from 7th July 2026. Right now, the following AI-based features are available for Enterprise edition users: Intelligence: Sentiment analysis,

      • Product updates in Zoho Workplace applications | June 2026

        Hello Workplace Community, Let’s take a look at the new features and enhancements that went live across all Workplace applications for the month of June. Zoho Mail Alphanumeric support for attachment extensions in rule conditions Attachment extension

      • Next Page