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

    • Recent Topics

    • Compensation | Salary Packages - Hourly Wage Needed

      The US Bureau of Labor Statistics says 55.7% of all workers in the US are paid by the hour. I don't know how that compares to the rest of the world, but I would think that this alone would justify the need for having an hourly-based salary package option.

    • Customizing Helpcenter texts

      I’m customizing the Zoho Desk Help Center and I’d like to change the wording of the standard widgets – for example, the text in the “Submit Ticket” banner that appears in the footer, or other built-in widget labels and messages. So far, I haven’t found

    • Ability to Edit Ticket Subject when Splitting a Ticket

      Often someone will make an additional or new request within an existing ticket that requires we split the ticket. The annoying part is that the new ticket maintains the subject of the original ticket after the split so when the new ticket email notification

    • Automatically Update Form Attachment Service with Newly added Fields

      Hi, When I have a Form Setup and connected to a 3rd Party Service such as OneDrive for Form Attachments, when I later add a new Upload Field I have to remove and redo the entire 3rd Party Setup from scratch. This needs to be improved, such as when new

    • 🚀 WorkDrive 6.0 (Phase 1): Empowering Teams with Content Intelligence, Automation, Accessibility, and Control

      Hello, everyone! WorkDrive continues to evolve from a robust file management solution into an intelligent, secure, and connected content collaboration platform for modern businesses. Our goal remains unchanged: to simplify teamwork, strengthen data security,

    • Reopen ticket on specific date/time

      Is there a way that we can close a ticket and setup a reopen of that ticket on a specific date and time? (without using the "on hold" ticket option)

    • Column letter from number

      Hello, I am trying to select a cell and i have the column number. How do i do this or is there a way of getting the letter from the number? Thank you

    • API credit COQL COUNT

      The docs describe API credits in COQL from the LIMIT perspective: https://www.zoho.com/crm/developer/docs/api/v8/COQL-Overview.html When using aggregate functions such as `COUNT` or `SUM`, is that billed as 1 API credit?

    • Weekly Tips : Save Time with Saved Search

      Let's assume your work requires you to regularly check emails from important clients that have attachments and were sent within a specific time period. Instead of entering the same conditions every time—like sender, date range, and attachments included—you

    • Remove 'This is an automated mail from Zoho Sign' in footer

      Hi there, Is it possible to remove or change the text under the e-mail templates? I can't figure out how to do that: Would love to hear from you. Kind regards, Tristan

    • Organize and manage PDFs with Zoho PDF Editor's dashboard

      Hello users, Zoho PDF Editor's dashboard is a one-stop place to upload, sort, share PDF files, and more. This article will explore the various capabilities that Zoho PDF Editor's dashboard offers. A few highlights of Zoho PDF Editor's dashboard: Upload

    • Custom function return type

      Hi, How do I create a custom deluge function in Zoho CRM that returns a string? e.g. Setup->Workflow->Custom Functions->Configure->Write own During create or edit of the function I don't see a way to change the default 'void' to anything else. Adding

    • Passing Info from Function to Client Script

      Hello, I have recently started making use of client script for buttons, allowing me to give the user information or warnings before they proceed. This is great. However, I have never quite managed to pass back any extra information from the function to

    • Drag 'n' Drop Fields to a Sub-Form and "Move Field To" Option

      Hi, I would like to be able to move fields from the Main Page to a Sub-Form or from a Sub-Form to either the Main Page or another Sub-Form. Today if you change the design you have to delete and recreate every field, not just move them. Would be nice to

    • Zoho Payroll for Canada

      Is anyone else having problems getting setup for Canada?

    • Passing the CRM

      Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine when

    • One Contact with Multiple Accounts with Portal enabled

      I have a contact that manages different accounts, so he needs to see the invoices of all the companies he manage in Portal but I found it not possible.. any idea? I tried to set different customers with the same email contact with the portal enabled and

    • User Automation: User based workflow rules & webhooks

      User management is an undeniable part of project management and requires adequate monitoring. As teams grow and projects multiply, manual coordination for updating users & permissions becomes difficult and can give way to errors. User automation in Zoho

    • Disable Zoho Contacts

      We don't want to use this app... How can we disable it?

    • Default Ticket View - Table?

      Guys, We mostly use the table view to queue tickets. Maybe I am missing it - but how can I set that view as 'default" for all our agents? Thanks JV

    • Zoho One IS BUGGY

      Here are some things that just don't work: - Disabling applications from certain Spaces - Adding users (probably only for me) - Renaming applications in Zoho One Portal (fixed by now) - Reordering applications in Spaces When I try to reorder: It feels

    • Paid Support Plans with Automated Billing

      We (like many others, I'm sure) are designing or have paid support plans. Our design involves a given number of support hours in each plan. Here are my questions: 1) Are there any plans to add time-based plans in the Zoho Desk Support Plans feature? The

    • Merge Fields that previously worked are now giving an Error!

      Saving a URL Link button on the Deal module. The below fields used to save without issue at all, but now produce an error of "URL contains unsupported merge field!" ${Contacts.Mailing Street} ${Contacts.Mailing City} ${Contacts.Mailing State} ${Contacts.Mailing

    • Clarification on Zoho Forms 1-User Plan: Multiple Submitters and Approvers

      Question Content (Copy–Paste Ready) Hello Zoho Team, I would like clarification regarding Zoho Forms pricing and user limits. I am planning to subscribe to the ₹700/month (1 user) plan. My use case is as follows: Only 1 person (myself) will create and

    • CRM Cadences recognise auto-responses

      I have leads in a Cadence. I get an auto-responder reply "I'm out of the office..." Normally Cadences seems to know that isn't a real reply and keeps the lead enrolled in the cadence. However, today, Cadences has UNENROLLED a Lead who sent an auto-reponse

    • App for Mac OS X please!

      It would be awesome to have a mail app for Mac OS X that included all the cool features such as steams, calendar, tasks, contacts, etc. Most people prefer native apps, rather than running it through a web browser. I know that we can use the IMAP, CalDAV,

    • Facing Issues with Sites Mobile font sizes

      my page renediaz.com is facing issues mobile view, when i try to lower font sizes in home page, instead of changing the size, it changes the line space

    • Zoho Books Payroll

      How am I supposed to do payroll and pay my employees with Zoho Books? I think it's pretty strange that an accounting software doesn't have the ability to perform one of the most common functions in business; paying your employees. Am I missing something,

    • 60 Days Into Zoho - Tiktok Branding Startup -7 Questions?!

      Wsp Everybody I co-own a TikTok Branding / Consulting Startup & have been using Zoho for the past 60 days - Am now looking to make our overall operations & processes more Efficient & Effective! Curious to know how others are using the platform & what's

    • Notifications in Cliq client for Linux

      If I got it right, Cliq desktop client for Linux does not use the generally accepted notification method via org.freedesktop.Notification interface. For this reason, Cliq notifications do not look and behave as all other notifications. Is it possible

    • Canvas templates can now be shared with different CRM organizations

      ----------------------------------------Moderated on 14th February, 2023------------------------------------------- Dear all, This feature is now open for all users in all DCs. To learn more about importing and exporting canvas templates, read our help

    • Unable to produce monthly P&L reports for previous years

      My company just migrated to Books this year. We have 5+ years financial data and need to generate a monthly P&L for 2019 and a monthly P&L YTD for 2020. The latter is easy, but I'm VERY surprised to learn that default reports in Zoho Books cannot create

    • Change Last Name to not required in Leads

      I would like to upload 500 target companies as leads but I don't yet have contact people for them. Can you enable the option for me to turn this requirement off to need a Second Name? Moderation update (10-Jun-23): As we explore potential solutions for

    • Reply to Email for SO/PO

      Hello, We are new to Zoho Books and running into an issue. Our support@ email is our integration user. When our team is sending out PO/SO's we are updating the sender email, but for some reason many of our responses are coming back to our support@ email

    • ZOHO Payroll Canada

      Any plans on the roadmap for Canada?

    • Zoho Books Sandbox environment

      Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

    • Multi-currency and Products

      One of the main reasons I have gone down the Zoho route is because I need multi-currency support. However, I find that products can only be priced in the home currency, We sell to the US and UK. However, we maintain different price lists for each. There

    • ZOHO Writer Folders

      Hi We would love to have ability to create folders on the left hand side. We would then be able create and store our documents within each folder Hope you can provide this feature soon ! dux.centra

    • How can Data Enrichment be automatically triggered when a new Lead is created in Zoho CRM?

      Hi, I have a pipeline where a Lead is created automatically through the Zoho API and I've been trying to look for a way to automatically apply Data Enrichment on this created lead. 1) I did not find any way to do this through the Zoho API; it seems like

    • Escalation request: organization merge and data export (Ticket [154609577])

      Hello Zoho Team, I am posting here because my support ticket has not received substantive responses through the usual channels. Summary of the issue (ongoing for three weeks): I requested assistance with a data migration and a merge of two Zoho organizations.

    • Next Page