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
    


    • Recent Topics

    • Pre-orders at Zoho Commerce

      We plan to have regular producs that are avaliable for purchase now and we plan to have products that will be avaliable in 2-4 weeks. How we can take the pre-orders for these products? We need to take the money for the product now, but the delivery will

    • Zoho Commerce and Third-party shipping (MachShip) API integration

      We are implementing a third-party shipping (MachShip) API integration for our Zoho Commerce store and have made significant progress. However, we need guidance on a specific technical challenge. Current Challenge: We need to get the customer input to

    • How to Customize the Member Portal Login Page?

      Hi everyone, I am currently using the default member portal login page for Zoho Commerce, but I feel it looks quite plain and doesn’t align well with my brand's style. I would like to make it more visually appealing, possibly by: Adding custom colors

    • Bulk upload images and specifications to products

      Hi, Many users have asked this over the years and I am also asking the same. Is there any way in which we can bulk upload product (variant) images and product specifications. The current way to upload/select image for every variant is too cumbersome.

    • Workflows fail silently in Zoho CRM and there is no native way to know

      Workflow automation is honestly one of the biggest reasons my clients choose Zoho. But there is one problem I keep running into across almost every implementation. When a workflow fails, nobody finds out. Email alerts hit daily limits and just stop. Custom

    • Picklist values out-of-date in Campaigns

      Hi I use a CRM (Global) picklist set of values for my field "Connection Strength" (see screenshot 1). . I use Campaigns to follow-up and change the Connection Strength value depending on their stage. The picklist values that appear in the dropdown for

    • Refering cell from other sheet

      Hi, If we want to refer any cell in the same sheet its very easy, like suppose if I want to refer cell A2  in P7 I just need to type =A2 in P7, similarly how can I refer a cell present in different sheet ( I mean refer cell A2 from Sheet1 into Sheet2) Thanks

    • How to keep track of bags, cans, drums of inventory?

      We buy and sell products that are packaged in bags 🛍️, cans🥫, drums🛢️, etc. with batch numbers. When we get a shipment of one of the products, how do we track we received (say) 10 cans each of 5L of a product and maybe we received 10 cans of another

    • Global/Overall Reports & Dashboards in Zoho Sprints

      Hi, Do we have an option to refer Global Level Reports & Dashboards in Zoho Sprints? We could see that we have Project specific Reports & Dashboards inside every Project. However, for a management level we want Reports & Dashboards visibility at a Global

    • Important Update: New Fields Addition in Zoho Sprints Integration

      We'd like to inform you of an upcoming update to the 'Timesheets' module in the Zoho Sprints integration from June 3, 2026. To enhance time tracking and reporting accuracy for the Zoho Sprints integration, three new fields - Log Type, Meeting ID, Release

    • Custom Buttons & Links Now Supported in Portals

      We’ve just made portals in Zoho Recruit more powerful and customizable than ever! You can now bring the power of Custom Buttons and Links to your Candidate, Client, Vendor, and Custom Portals, enabling portal users to take direct action without recruiter

    • Packaged Weight And Dimensions

      Hello, we have item weight and dimensions, please add packaged weight and dimensions. Thank you

    • Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente

      Nome do Agente não aparece nas conversas do whatsapp para o nosso cliente! Isso é ruim pois so,os em 5 agentes e o cliente fica sem saber com quem ele está falando, pois tentei procurar configurações que pudessem ter esta opção, mas até então não encontrei.

    • Marketing Plus : quatre ans à réinventer la simplicité des opérations marketing

      Pourquoi et comment ? Il y a exactement quatre ans, nous avons démarré simplement, avec une seule vision: unifier et simplifier les opérations marketing pour les équipes marketing de tous les secteurs. Chez Zoho, nous proposons des outils dédiés à chaque

    • hide resolution from help centre

      to my surprise, i just found out that the resolution text is public in the helpcenter, even if 'notify customer' is off. is there a workaround to that? how do others deal with this? How zoho support does this and I don't think its used by Zoho in the first place. the resolution is meant to be private, not public

    • Zoho Desk - Event Calendar View

      Hi Desk team, Are there any plans to introduce a calendar or timeline view for Events in Zoho Desk? It would be very helpful if we could see Events visually in a calendar and/or timeline. This is very helpful when desk side support activities need to

    • Pasting Images in Zoho Desk ignores cursor location

      My team has reported an issue which started recently where when we paste an image into a new or existing reply or comment, the pasted image seems to ignore the current cursor location instead paste itself at the last character present in the reply/comment,

    • Enrich your contact and company details automatically using the Data Enrichment topping

      Greetings, I hope you're all doing well. We're happy to announce the latest topping we've added to Bigin: The Data Enrichment topping, powered by WebAmigo. This topping helps you automatically enhance your contact and company records in Bigin. By leveraging

    • Financial manger

      why is transaction locking for zoho I Can't closing period

    • API usage

      My application has bad implementation and code that is resulting in very high API usage. This is my first time experiencing something like this. Does anyone know how I can troubleshoot and fix this?

    • Disabled page

      Hello, When I try to to run Inventory Valuation Summary and FIFO Cost Lot Tracking reports, I get This page is disabled error. I tried everything in settings, cant find the settings to enable. Help me.

    • Setting defaults for "Find and Merge Duplicate for..."

      To remove some of the extreme tedium from Zoho's poorly implemented merge function, I would like to set defaults.  Currently I am defaulted to match "ANY" when I would never do that, so I always have to click "ALL". Then it makes me click on several totally irrelevant drop boxes to turn off phone, mobile and other useless match criteria. Is there a way I can set: Match to default as "ALL" Firstname to default to "IS" Lastname to default to "IS" every other match field default to "-NONE-" This will

    • Linux agent 2026_M05 release notes

      Agent Version: 3.6.5.3 Release date: 28 April, 2026 Major Enhancement: Quick Support feature release. Security improvements and enhancement to in session features.

    • Automated Sales Order Fulfillment Based on Inventory Availability (Allocation / Commitment Modes)

      Hi everyone, I recently reached out to Zoho Inventory support regarding a workflow challenge and wanted to share both the issue and their response here for visibility. Zoho confirmed: “Zoho Inventory does not currently support automatic notifications

    • Linux agent 2026_M04 release notes

      Agent Version: 3.6.5.2 Release date: 30 April, 2026 Code refactoring and improvements to function efficiently in minimal hardware environments.

    • Simple Totals on all pages?

      Hi there. I'm surprised this isn't implemented yet (since most other software has this by default). Can you display a simple total at the bottom of all invoice lists? ie: I click in SALES tab, select INVOICES and on that page please show us a simple total? Yes, I realize I can go the long way around and generate reports and select my date options and select the type of invoices etc...but honestly that shouldn't be necessary when just viewing a list of unpaid invoices and how much total is outstanding.

    • Linux agent 2026_M03 release notes

      Agent Version: 3.6.5.1 Release date: 27 February, 2026 Bug fixes and performance improvements for optimised session experience.

    • Linux agent 2026_M02 release notes

      Agent Version: 3.6.5.0 Release date: 26 February, 2026 Major enhancement: File Manager feature release Issue fixing of idle session timing interfering with backend activities.

    • Linux agent 2026_M01 release notes

      Agent Version: 3.6.4.8 Release date: 13 February, 2026 Optimised the unattended agent uninstallation process to properly cleanup residual files and complete uninstallation process. Fixed issues with CTRL+ALT+DEL command not functioning properly in some

    • Using API for multiple organizations

      I am busy building an app to load data from a retailer into Zoho Books. We are planning on selling the app to multiple organizations that use this retailer. Is there a way to get a single oauth app to access multiple organizations? From what I can find

    • MacOS agent 2026_M04 release notes

      Agent Version: 3.120.0 Release date: 23 April, 2026 Retry mechanism for end users to enable Accessibility and Screen Share permissions to successfully join remote sessions. Agent stickiness on multiple desktops to avoid confusion. Improvements to audio

    • MacOS agent 2026_M03 release notes

      Agent Version: 3.117.0 Release date: 02 March, 2026 Bug fixes and performance improvements for optimised session experience.

    • MacOS agent 2026_M02 release notes

      Agent Version: 3.116.0 Release date: 23 February, 2026 Major enhancement: File Manager feature release Minor enhancement: Improved peer to peer connectivity across various network conditions. Minor enhancement: Improvements to Elevate to Admin mode

    • MacOS agent 2026_M01 release notes

      Agent Version: 3.111.0 Release date: 11 February, 2026 Major Enhancement: Quick Support feature release. Upgrades to monitoring protocols for analysing performance. Issue fixing of idle session timing interfering with backend activities.

    • Account Unblock Request

      Dear Sir/Madam, I hope you are doing well. I noticed that my account has been blocked for violation of the usage policy which I believe comes from it being associated with sending spam. I have since then removed the old keys which were compromised in

    • Kaizen #242 Enabling In-Context Order Creation from Deals Using SlyteUI

      Hello everyone! Welcome to another interesting Kaizen post. Today’s spotlight is on SlyteUI, the new UI builder designed to create powerful, intuitive user interfaces in minutes. Built for speed and simplicity, SlyteUI empowers teams to deliver high-impact

    • Auto-sync field of lookup value

      This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.

    • CRM gets location smart with the all new Map View: visualize records, locate records within any radius, and more

      Hello all, We've introduced a new way to work with location data in Zoho CRM: the Map View. Instead of scrolling through endless lists, your records now appear as pins on a map. Built on top of the all-new address field and powered by Mappls (MapMyIndia),

    • Can't access google from toppings menu

      So... When I click the manage button in toppings, nothing happens. it won't let me access the settings.

    • Best sales insights for target accounts?

      Question for all the sales power-users out there: I would like to gain insights from Zoho CRM for a rotating list of target accounts. Each Outside Salesperson has 5 target accounts, and they can change these targets quarterly with management approval.

    • Next Page