Adding calls as a channel in Voice of the Customer

Adding calls as a channel in Voice of the Customer



Dear All, 

We hope you're well!

It's been almost a year since we opened Zoho CRM's Voice of the Customer solution up for early access. We are grateful for the reception and support you have been showing us with regards to its adoption and feedback. Since the big release, we have been developing more customer-forward features to go with it: the latest one being Voice-based forecast analysis. You can find the help documents here: Voice of the Customer.

Now, to expand the scope of VoC for your business, we have developed the ability to use calls as a source.

Calls as a source

Calls are undoubtedly the common mode of communication in every businesses. On a busy day, calls act as an on-demand recourse to follow-up your leads, clarify doubts, fix problems, and so on and are a potential source to reveal candid customer expressions. Realizing this, we are bringing insights derived from call correspondences in your organization, in addition to the existing sources: Zoho Desk, Zoho Survey, and emails. 

How will this addition benefit you?

The benefits of adding calls as a source are two-fold.

  1. Dashboards that display insights from existing sources will now carry insights from calls as well. This broadens your scope of understanding your customers' opinions and feedback on your business.  
    The dashboards that will have call insights are:

    Response-based sentiment analysis
    The response-based sentiment analysis provides you with intel about common sentiments observed in your customer responses across mediums. The following charts in this dashboard portrays insights from calls as well for greater accuracy in the analysis of sentiments in the responses. To learn more about this dashboard, click here.
  • All keywords tabular view: The below image tabulates the keywords used by your customers in different mediums and their sentiments. As you can see, "Efficient", with positive connotation, is a keyword ranked top with highest usage across all available mediums. At the same time, you can see another keyword with negative undertone, "Slowness", is also being used across different mediums. With calls now being an added channel, implies the gravity of these keywords' sentiments.

  • Sentiment vs medium: The sentiment vs medium chart is a simple bar diagram comparing different sentiments expressed across different channels. You can ascertain which feedback from which medium has more intensity to it. For example, the below image suggests that customers are more positive through calls than they are in the emails. This means, when there is a critical situation, such as an escalation, calls are the best mode to approach customers and explains that one-to-one verbal communication helps settle a fix.

           
Competitor analysis
Competitor analysis shows the reality of your customers' perception. It will help you tailor a favorable workaround to approach your prospects and customers and win the deal. The following chart shows the keyword mentions used with respect to the competitors and the underlying sentiments from different mediums, including calls. For more information about competitor analysis, click here.

All keywords related to competitor mention tabular view:
The service offering is positively regarded for certain competitors. There are consistent mentions about them in different channels, including calls.

2. A dedicated dashboard for call analytics: A call between your business and your customer contains valuable subjective cues, such as their expectations, interests, sentiments, issues, and more. This dedicated call analytics dashboard will display two charts that will collate frequently used keywords by your agents and your customers through which you can get a quick peek into what is being discussed in your business.

Let's learn more!

Call Analytics dashboard

The call analytics dashboard deals purely with call correspondences in your organization. It displays the following charts:
  • Frequently spoken keywords by agents
  • Frequently spoken keywords by customers 
Cue:  More call-based insights are under development and you will hear about them in the coming days.

How are keywords aggregated?

Using the most recent call transcription features, Zia will be able to facilitate transcription of your recorded calls to text. Using its simple text analysis, Zia will be able to identify who is the customer and who is the agent, and aggregate the top 30 key words used by both your agents and customers.
Here's an illustration as to how Zia works on the call transcription text:


Using call intelligence, Zia can collate keywords to come up with a useful call analytics dashboard.

Notes:
  • Calls will be the default source/channel for this dashboard, and you cannot change it.
  • This dashboard is only available for Leads and Contacts modules.
  • In order to use this dashboard, you need the following facilities enabled:

Managing call analytics dashboard:

You can do the following actions to manage the call analytics dashboard:
  1. Configure dashboard
    • Choose which module, you want the call analytics to be displayed for.
    • Choose the desired data type
    • Choose the time frame
    • Choose the grouping
    • Enter the keyword preferences

  2. Reorder the charts

  3. Alter the sentiment preferences for individual charts

Availability: The enhancement will be available for users subscribed to the early access program in the EU, US, and IN DCs.
Resource: Help document

That's all for today's announcement. We hope this new addition will help you get closer to your customer opinions and help you act upon them. Should you have any feedback/questions/doubts, feel free to drop them in the comments section, our experts will be happy to take them.

Thanks and have a good one!

Kind regards,
Saranya Balasubramanian

    • Recent Topics

    • Why can't I connect to the software suddenly? Network error, internal error, unable to contact you

      Why can't I connect to the software suddenly? Network error, internal error, unable to contact you

    • Auto Generated Invoice number YEAR

      Auto Generated Invoice number shows transaction year as 25 even though it's 24 still.

    • The Social Wall: December 2024

      Hey everyone, As the year comes to an end, and the festive spirit fills the air, we're thrilled to bring to you the final edition of the Social Wall for 2024. Let's see what updates went live during December, and then go on with planning the new year!

    • Not displaying a newly created window within an application

      On a specific stock trading application (see image below), when a newly created full screen operation is invoked (File->New) oft times it is invisible (the mouse input is correctly routed to the new window but the hover over contents shows the invisible

    • Last payroll of the year gives me an error

      Trying to run the last payroll of the year. The payment doesn't get to the employee until 1/1/25, which is correct. However when I try to process it I get the following error: Tax calculation is not supported for the year 2025. Please change the Pay date.

    • Global Outage - Please Update Current Status

      It looks like Zoho Mail services are down everywhere. Please update with current status and time-to-resolution.

    • Is the filename of an attachment restricted to only certain languages?

      Hi, I tried to create a file card in a notebook, but I encountered an issue: when the filename of an attachment is in languages other than the main ones (such as English, Japanese, or Simplified Chinese......), syncing stops or the filenames become garbled

    • Odd Authorization warnings

      I'm a superadmin for Zoho One and double-checed that I was an Admin role in Teams. Every once in awhile, I'll get a strange notification that I can't do something (usually deleting something although I am under the 250 thread limit). Is there somewhere

    • Zoho und die Art, Dinge zu tun

      Zoho und die Art, Dinge zu tun Ich habe Zoho seit über zehn Jahren in verschiedenen Projekten implementiert – einige groß, andere sehr groß – und habe sogar für einen der weltweit führenden Zoho-Partner gearbeitet. Jedes Mal, wenn ich ein Zoho-Implementierungsprojekt

    • Free webinar: Zoho Sign 2024 wrap-up - Everything that is new and has changed

      Hello, Are you looking up to catch up on all the updates made to Zoho Sign in 2024? Or are you still figuring out how you can use Zoho Sign better to get business paperwork done more efficiently? If so, we invite you to join us this Thursday, December

    • View of all Leads (+converted)

      Hi, Is there a View of all Leads this month includung converted? If not how can I create one? Thanks

    • Zoho Projects is down

      Is anyone else having problems getting to Zoho Projects?   We are getting a Zoho server error, impacting our business.... I thought Zoho had HA for their Applications!?

    • Develop and publish a Zoho Recruit extension on the marketplace

      Hi, I'd like to develop a new extension for Zoho Recruit. I've started to use Zoho Developers creating a Zoho CRM extension. But when I try to create a new extension here https://sigma.zoho.com/workspace/testtesttestest/apps/new I d'ont see the option of Zoho Recruit (only CRM, Desk, Projects...). I do see extensions for Zoho Recruit in the marketplace. How would I go about to create one if the option is not available in sigma ? Cheers, Rémi.

    • Zoho Payroll [India Edition] - ICICI Bank Integration

      It seems that ICICI integration with Payroll (and other Zoho apps) has become progressively more difficult this year. It was great until last year but then some apps started requiring a token generated on ICICI website. The whole point of Direct Deposit

    • Issue with EU MArketplace

      Hi It's super frustrating that many CRM / Zoho (whatever) extensions are not available in the EU Market place Example: https://marketplace.zoho.com/app/crm/time-tracker-extension-for-zoho-crm For now, can the team address the extension above, but on the

    • Add an action to set agent as a member of a team in zoho desk

      Hi, Please add an action to zoho flow to set agent as a member of a team in zoho desk (add to a team or remove from a team). Regards, Ram

    • Cant add owner to field update in workflow

      Hi there, Currently when i tried to add owner of the record of the module to the field update, i am unable to. Is there a way to do so?

    • Zoho Books API Limit Is RIDICULOUS!!!!!!!!!!!!!

      The 2,500 API call limit in Zoho Books is about as useful as AOL dialup.  Seriously Zoho, not only can I use up 2,500 API calls in no time with my own app but YOUR OWN STUPID IPAD APP blows through them super fast too, so if any one of my clients wants

    • CRM portal users can now log in using their mobile phone numbers

      Hello everyone! You can now invite portal users using their mobile phone numbers. These portal users will be able to log in using their mobile number and OTP. Templates for these portal-related SMS can be customized as per your needs. This enhancement

    • Zoho CRM: Las últimas novedades de 2024. ¡No te las pierdas!

      ¡Hola, Español Zoho Community! Aunque sabemos que en estas fechas muchos de vosotros estáis ya disfrutando de un merecidísimo descanso, no queríamos acabar el año sin haceros un resumen de las actualizaciones más interesantes de los últimos tres meses,

    • Assistance Required: Custom Model Record Not Visible in Zoho CRM Sandbox

      Dear Team, I hope this message finds you well. I have created a custom model in the Zoho CRM Sandbox account and am currently adding records to it using Python. While I am able to fetch the module data programmatically through Python, I am unable to see

    • Automatic Updates for Zoho Desk Extensions

      Dear Zoho Desk Team, I hope you're doing well. We would like to request the addition of an automatic update feature for Zoho Desk extensions. Currently, updating extensions requires manually searching for updates and clicking the update button. This process

    • Dialing Microsoft Teams Phone Service via Zoho CRM

      I am using the VOIP option in Microsoft teams for my office phone system. I was hoping to have a way to dial numbers directly from Zoho CRM, but don't see anything in the Teams Integration or in the Telephony integration that will enable this. Does anyone

    • Issue with skip_workflow Not Preventing Edit Workflow Trigger

      Hi Team, I am trying to upload a file to a form in Zoho Creator. However, during the upload, an edit workflow is being triggered. I want to prevent this workflow from running, so I have used the skip_workflow parameter as mentioned in the API documentation:

    • Unable to unlink a Bigin account from Zoho Campaign

      I have an old Bigin account that not longer exists but somehow it's still linked by my Zoho campaigns. I am trying to unlink the old Bigin account so I can add my new Bigin account, but when I deny access to the old one, nothing happens (it won't unlink

    • Zoho Upgrade Failure Multiple TImes

      I want to add users to my Zoho CRM. I have carried out the process up to OTP verification, but then it always fails at the confirmation stage. This failure has occurred repeatedly even though the OTP has been successful. Is there a solution to this

    • Import from GoHighLevel to Zoho CRM

      Has anyone been successful with this? I don't want to integrate with GoHighLevel just import/migrate everything over to Zoho

    • Introducing 'Queries' In Zoho CRM

      Hello everyone! We are here with an exciting feature - Queries in Zoho CRM! A little context before we dive right into the feature specifics :) In today’s fast-paced business environment, immediate access to relevant data is essential for informed decision-making.

    • No data/body passed to REST server for DELETE by InvokeURL

      Hello Zoho, It seems no data or body of HTTP request is passed to REST server when request type DELETE is used for InvokeURL function. I tried to send DELETE using cURL command and from Python, it worked without problem. The problem occurs only with Deluge's

    • Recurring Bookings

      Will Zoho Bookings ever offer an option to the customer to schedule recurring meetings (unlimited) for the same days/times? Making a client schedule the same days/times for an entire month is a tedious process. I'd like to offer the option upfront to

    • iCloud integration

      I noticed from reading other threads that native integrations with Google Meet and Microsoft Teams are right around the corner. Are there other integrations and fixes to existing integrations coming? There are 2 things keeping me from using Zoho Bookings:

    • How do I associate pricebooks to a customer?

      I setup a few pricebooks, that worked fine. But now the only thing I can do with it, when I enter a quote or sales order, I can select which pricebook to use, but I have to do this product by product every time I add one. Is there a way to connect a pricebook

    • Introducing Dark Mode / Light Mode : A New Look For Your CRM

      Hello Users, We are excited to announce a highly anticipated feature - the launch of Day, Night and Auto Mode implementation in Zoho CRM's NextGen user interface! This feature is designed to provide a visually appealing and comfortable experience for

    • Directly Edit, Filter, and Sort Subforms on the Details Page

      Hello everyone, As you know, subforms allow you to associate multiple line items with a single record, greatly enhancing your data organization. For example, a sales order subform neatly lists all products, their quantities, amounts, and other relevant

    • Subforms and automation

      If a user updates a field how do we create an automation etc. We have a field for returned parts and i want to get an email when that field is ticked. How please as Zoho tells me no automation on subforms. The Reason- Why having waited for ever for FSM

    • Pulling Specific Products from Sales Orders in Books to a CRM Record

      We currently process orders directly through our website (woocommerce) as well as through manual sales orders in zoho books. When an order comes through the website, all of the individual products from that order show up in the CRM record of that customer.

    • Functions - How to pass Dynamic Parameters / Arguments?

      I am trying to create a generic function that I can use to update a given field with the name of the user and a given field with a datetime. The purpose of this is to have a history of major actions within the CRM record itself so it is easier to query

    • Locking Certain Feilds

      Hello! I was wondering if there was a way to lock certain fields from being changed until another field had been filled in. For example, my origination has a chain of blueprints that have to be filled in for someone to properly convert from the "Leads"

    • How to void partially paid bill?

      Hello. I have following problem and can't figure out how to solve it. I created a bill from vendor for 180gbp for purchase of some items. It was partially paid (60gbp) and so far so good - 120gbp overdue and items were successfully added to inventory

    • Email Notification to WordPress Blog Subscribers

      You know when a new WordPress blog is published, your subscribers will be notified via email with a link to that blog? Jetpack does it but I'm hoping to get away from it or any other specialized WordPress plugin (like MailPoet), and instead, use a dedicated

    • Next Page