Customer drilldown in VOC: Discover your customers behind chart values and act on them

Customer drilldown in VOC: Discover your customers behind chart values and act on them

Dear Customers,

We hope you're well!

The influence of AI is sprawling, and among the thousands of AI tools available in the market today, nearly half of them are built by businesses for businesses to augment customer experience. By and large, customer experience and cognitive data are related by the human experience, and VoC in Zoho CRM specializes in bringing them out.
As part of bringing human experiences to the table, Zoho CRM has been constantly adding more capabilities to our VoC portfolio. Here's the latest one for your reference. Today, we're here with another retrospective analysis in VoC: customer drilldown.

Customer drilldown
As the name implies, customer drilldown enables you to delve into the data plotted on a chart, displaying all the records that contribute to each chart value and further enabling you to act on them.
Here's a quick look at the feature:
Chart drilldown
Upon clicking on a plotted value, a sliding pane will appear with a list of records. These are records that contribute to the plotted value.

Actions you can perform on drilled-down records:
Each drilldown is a list view of records at play. It enables you to select some or all the records behind a value and perform quick actions like the following:
  • Manage columns and clip text.
  • Send macros, emails, create tasks, add or remove tags, and perform other quick actions like setting reminders, performing mass field updates, changing owners, triggering or un-enrolling from cadences, adding to campaigns, updating responses, printing mailing labels, initiating mass mail merges, and deleting or updating the basis for data processing.
Imagine you're running a campaign and would like to identify the sentiments in your customers' responses after rolling out your campaign. In the sentiment cohort, you can map your campaign week with the respective cohort weekly distribution to view the new sentiments and understand the behavioral impact your campaigns have had on your customers, investigate which records are participants in that cohort, and target them with more meaningful measures.

As another example, take keyword analyses, which are words customers use. Larger fonts indicate greater concentrations of customers using the same words, which are indicators of customer preferences. If you inspect frequently occurring keywords, you can assess the weight of those words, and by digging further, you can see all the records that have used certain keywords and understand their intentions at scale.

That's all for this update. We have opened this for customers in all DCs.

Help document: Drill down into your customers' voices

Please let us know if you have any questions or feedback. Thanks!
Kind regards,
Saranya Balasubramanian







    • Recent Topics

    • Request for Auto PO - Min–Max based Automated Purchase Feature

      Dear Zoho POS Team, I’m writing to request a feature enhancement that would significantly streamline inventory management for businesses using Zoho POS — particularly supermarkets, FMCG retail, and multi-store operations like ours. Feature Requested:

    • Zohomail

      Im trying to setup email address zoho

    • PROBLEMA

      Salve, non riesco a inviare email, e mi esce una tabela errore temporaneo. come posso risolvere il problema ?

    • Forever FREE Business Email with Zoho Mail

      Forever FREE Business Email with Zoho Mail: is it available?

    • CRM: hosting a single html file in Zoho and displaying it as a widget

      I have seen that CRM offers the option of uploading a web project to Zoho itself and displaying it as a widget in CRM. The instructions then talk about setting a development environment with Node and developing an application to upload to Zoho. But I

    • Weekly Tips : Make collaboration effortless with Whiteboard in Zoho Mail

      Working with your team often means switching between emails, notes, and other applications just to explain an idea. Maybe you are trying to sketch a layout, plan a workflow, or quickly brainstorm ideas—with text alone, things can get confusing. So how

    • Formula field number of days between 2 dates

      Hi, I want to have a formula field which calculates the following: IF EndDate < TODAY and Oproep is true (this is a checkbox field) than EndDate - StartDate, otherwise TODAY - StartDate It should calculate the number of days How can I write this for

    • Tracking Snippet not working in Zoho Marketing Automation!

      First off, the fact that you have to wait about 12-24 hours for every response is terrible. How are we supposed to conduct business? Second, we have been trying for several days to get the Tracking Code Snippet in marketing automation to work, to no avail.

    • 'email address already exists'

      I deleted a user from my organization and want to use the same email address that user had, but the email address seems to still exist somewhere as I get 'email address already exists' when I try and create it. I have deleted the entire organization and

    • search and Smart Bar both missing in Mail

      One of the users on my account does not have the search bar at the top right or the Smart Bar at the bottom left of the desktop Mail app. Any ideas how to get those back?

    • Possible Fraud Site.

      Hello. I received a text with the sender's name as zoho, claiming that my account was at risk and that I should sign in at https://verify.zohomails.ru/signin to verify my account. I signed in on the web address above, and a few days later someone hacked

    • What's New in Zoho Analytics - November 2025

      We're thrilled to announce a significant update focused on expanding your data connectivity, enhancing visualization capabilities, and delivering a more powerful, intuitive, and performant analytics experience. Here’s a look at what’s new. Explore What's

    • ZOHO reporting DKIM entries are not configured, when they have been configured and verified by 3rd parties

      Why is ZOHO reporting to my organisation users the following: "The DKIM entries in your domain's DNS records are not configured. Please contact your administrator for configuring DKIM to ensure optimal RSVP invite delivery." When I have configured the

    • Manage Bookings directly from Zoho Mail

      Greetings from the Zoho Bookings team! We’re introducing the new Zoho Bookings extension for Zoho Mail, designed to help you view appointments, copy time slots and share booking links without leaving your inbox. This integration brings scheduling right

    • My notes from the past 2 months have disappeared

      Hola, necesito ayuda urgente. Hoy, al iniciar sesión en mi Zoho Notebook como todos los días, me llevé una gran sorpresa al descubrir que todas mis notas de los últimos dos meses habían desaparecido. Estas notas son muy importantes para mí, ya que uso

    • How can I load a network into the cliq desktop app?

      I have both the standard cliq log in for my org and I am part of a cliq network. In the browser I can choose which I log in to. However, in teh desktop app if I log in it will alwasy load my org's cliq. Can I switch this to the network I have create

    • Ability to modify what displays in calendar invite?

      I am a long time calendly user and want to make the switch to bookings.  I understand that there is not currently a meets/hangouts integration, is one on the roadmap? Is there anyway I can modify the calendar invite to include the meet link?  I can add it to the emails no problem, but I would also like it to display on their calendar.  Is there some work around I can do to get it on the calendar?  Also am I able to modify the calendar event title?

    • Issue with Booking Confirmation Page Not Displaying, Leading to Customer Anxiety and Unnecessary Support Calls

      I am writing to express my growing concern regarding the confirmation process in Zoho Bookings, particularly the inconsistent display of the confirmation page after a successful payment. As a mobile service provider, I rely on Zoho Bookings platform for

    • Is it possible to turn off all capabilities for a customer to schedule, reschedule or cancel an appointment?

      Is it possible to turn off all capabilities for a customer to schedule, reschedule or cancel an appointment? I would like to set it up so only staff can schedule appointments. Is this possible?

    • Is there a way to generate a virtual meeting for a group service in Zoho Bookings?

      Are virtual meetings not supported for group services/meetings? I have integrated Zoom with one-on-one services, but I need a way to create an online group meeting. Thanks

    • Introducing VeriFactu Support in Zoho Books

      Hello users, Spain has introduced the VeriFactu system under Real Decreto 1007/2023 to ensure integrity, traceability, and anti-fraud compliance in e-invoicing. Starting January 1, 2026, all B2B invoices must be reported to Agencia Estatal de Administración

    • Where we can change the icon in social preview

      Hi, we changed our logo, and the image that appear in preview (ex : when we post a appointment link somewhere) is still our old logo. I did change our logo in the org setting. https://bookings.zoho.com/app/#/home/dashboard/settings/basic-info?clview=false

    • Zoho Bookings changes Lead Source

      Hi. i would like to know if there's a way for Zoho Bookings to not change the lead source when booking a lead for an appointment as the lead source will be used in a report. Scenario: Lead source: Website after booking an appointment Lead source: Zoho Bookings Thanks. Dan

    • Need to set workflow or journey wait time (time delay) in minutes, not hours

      Minimum wait time for both Campaigns workflows and Marketing Automation journeys is one hour. I need one or the other to be set to several minutes (fraction of the hour). I tried to solve this by entering a fraction but the wait time data type is an integer

    • Suggestion: Associating Assets with Company in Zoho FSM

      Hello Team, I would like to share an idea based on practical experience. Currently, all assets in the Zoho FSM Asset module are linked to a specific contact person. I would like to know if it is possible to associate assets with a company instead. This

    • Zoho Inventory / Finance Suite - Extend Visibility of File Names on Attachment Fields

      Hi Inventory / Finance Suite team, I noticed recently that when you add an attachment field to a module in Inventory, only the first 8 characters of the file name are visible on the details view. 8 characters is not a useful amount and there is plenty

    • AI Interview Insights: Turn Recorded Interviews into Quick Transcripts & Summaries

      Evaluating interviews shouldn’t require replaying long recordings or taking manual notes. With AI Interview Insights, you can now review complete transcripts and AI-generated summaries of your One-way (Recorded) interviews right inside Zoho Recruit. This

    • Many Notes Becoming Unusable

      Hello. The Notebook app is becoming unusable. I'm getting odd-looking results from my searches. Some of the notes, after clicking on them, show an update button that does absolutely nothing. Not sure what has happened, but it would be nice to get this

    • Kaizen #218: Actions APIs - Field Updates

      Hello all!! Welcome back to a fresh Kaizen week. In the previous weeks, we covered Workflow Rules APIs, Actions APIs - Email Notification APIs, and Tasks Update APIs. This week, we will continue with another Actions API - the Field Update API in Zoho

    • How Contract Types and Templates Form the Backbone of Zoho Contracts

      Every contract in Zoho Contracts starts with two essential elements: Contract Type and Template. These are not just administrative steps. They define how every contract in your organization is created, governed, and managed over time. Let us look at the

    • E-Invoicing in Belgium with Zoho Books

      Starting January 1, 2026, Belgium is introducing mandatory electronic invoices (e-invoicing) for all B2B transactions between VAT-registered businesses. This means that invoices and credits notes must be exchanged in a prescribed digital format. How E-Invoicing

    • Zoho Books Finance Modules Not Accessible in Zoho CRM Mobile App

      We have integrated Zoho CRM with Zoho Books using the Zoho Finance Suite integration. In the CRM web version, we can see the Finance modules (Estimates/Quotes, Invoices, Sales Orders, Items, Payments) and are able to create invoices and quotes directly

    • Greek character in Deluxe script

      Hi, We have been using a script since 2022 which replaces characters in Greek contact names using replaceAll. Since this morning, all the Greek characters used in the script have turned to question marks. I tried retyping the characters, copy-pasting

    • CRM Related list table in Zoho analytics

      In Zoho Analytics, where can I view the tables created from zoho crm related lists? For example, in my Zoho CRM setup, I have added the Product module as a related list in the Lead module, and also the Lead module as a related list in the Product module.

    • Zoho Flow Credits

      Hi , I would like to ask the reason why every time I added plus credit but few days later I will return back to default? (as below I add credit to 3000 but today It change back to 1000) Most important is, when the credit fully used, not any reminder to

    • Zoho learn Custom portal - networkurl & CustomPortalId

      I want to get my individual account’s networkurl and customportalId to use in this API: https://learn.zoho.com/learn/api/v1/portal/<networkurl>/customportal/<customportalId>/manual How can I retrieve the networkurl and customportalId using the API? I

    • Connecting zoho creator to zoho writer to send prefilled documents

      i will paste the worflow below // Get user's submitted data from the form userSalary = input.Current_Salary; userCIBIL = input.CIBIL_Score; userEmail = input.Email; userName = input.Name; // You need to get the Document ID from the URL of your Zoho Writer

    • Zoho Creator to Zoho Writer for prefilled documents...

      In response to the question about connecting Zoho Creator to Zoho Writer for prefilled documents, I wanted to share a working implementation that demonstrates how to use the record_id parameter with the Zoho Writer Merge API. This allows Writer to automatically

    • WebDAV / FTP / SFTP protocols for syncing

      I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful

    • Managing functions

      Can someone let me know if there are any plans to improve the features for managing functions in CRM? I have lots of functions and finding them is hard. The search only works on the function name and the filter only works on function type. I have created

    • Next Page