Act on your customers' voices in Zoho CRM

Act on your customers' voices in Zoho CRM

Dear Customers,

We hope you're well!

We are super excited to present a pivotal addition to VoC in Zoho CRM—the ability to act!

Customer feedback is directly proportional to customer experience, and in this customer-driven market, that feedback has a powerful influence on the growth and perception of the brand. Voice of the customer—both as a strategy and as a tool—taps into this demand.

As you might know, VoC in Zoho CRM gathers customer feedback from six channels, aggregates them, and subjects them to various analyses. As a result, you can scrutinize their feedback closely, get their pulse, and develop personas based on them. But we've realized that no matter how much these insights can benefit your business, action speaks louder.

Introducing VoC into advanced filters

Customers express feedback in expectation of spurring an action. This action can be a reaction to their complaints, a response to their queries, or a reconciliation of their grievances; whatever the case, actions are time-bound and vary based on the type of feedback received. That is, an action can't be standard for all customers and for all types of feedback. Thus, to be contextual across all settings and times, wse've incorporated VoC attributes like events, keywords, and responses in modules' advanced filters.

With this addition, you can filter records that have mentioned specific keywords, recorded a progression in their process, or expressed their contentment or discontentment, and then group them and develop strategies. You can encourage upselling, retain customers on the verge of churning, provide contextual information at the convergence stage, and more by performing mass actions on filtered records, like sending mass emails and making mass updates for records.

How is this achieved?
Recently, we announced an enhancement called cross-module filtering, which enables you to filter modules using values from related modules. For instance, you can filter contacts based on customer context, such as those whose associated deals are in the Negotiation stage.
We've deployed the same functionality so you can find records with certain attributes. VoC aggregates customer feedback as related modules based on their properties. These related modules are not visible to users and are used to conduct various analyses. Information from these related modules are used as filter attributes within the modules for which you've created your VoC dashboards.

Below are the related modules and their respective attributes being used in the filter:
VoC events: VoC events are occurrences or actions observed in customer records in relation to their responses. Whenever a customer triggers a record action, VoC will log that as an event and assess if there are any responses during or after a response to understand the response's relevance to the customer's actions. Unlike field filters (churn, recommendations, leads, deals, and activities), this filter displays customer records based on their actions during or after their response. Whether they're positive or negative, this helps develop contextual responses to customers' actions.

Below are events you can use to filter your records:
  • Churn events: The churn event filter yields records that churned out during or after a response. You can identify elements of their responses that may have indicated churn and develop measures to retain other records at risk of churning.
  • Lead events (applicable to the Leads module): Filter leads that were converted or lost during or after a response using this attribute.
  • Deal events (applicable to any sales module that are mapped as primary module ): Filter deals that have been won or lost during or after a response using this attribute.
  • Recommendation events: Filter records whose transactions have been successful as a result of cross-sell recommendations after a response using this attribute.
  • Call performance events: Filter customers to whom issue resolutions have been provided or to whom commitment or agreements have been made.
 
Alternatively, you can also filter records based on event times—for example, to determine when exactly after a response did the customer perform an action. This is another attribute that can help you identify behavioral links to particular actions.

VoC responses: Responses include replies or reactions gathered from feedback. You can filter records based on recorded emotions, intents, response times, response types, sentiments, and survey NPS scores, based on the channels you've integrated, as well as customers who aren't content with your brand, those who are planning to make purchase, or those who have submitted poor NPS scores. It's important to give priority to the insights derived from these responses, as these are customers that are either ripe for converting or at risk of churning.


VoC keywords: Keywords are notable terms mostly used by customers. Keyword usage can help determine customers' sentiments and intentions with regard to your brand, the purpose of their correspondence, and their purchase decisions.
You can filter records based on the keyword(s), keyword intent (purchase, complaint, query, etc.), keywords mentioned by agents (users from your organization), keywords mentioned by customers or agents, keyword sentiments (positive, negative, or neutral), and keyword types (general or competitor).

InfoNote: We've renamed the previous related module, VoC Inferences, to VoC Keywords to provide a clearer description of its function.
Let's look at a scenario:


For a customer-centric organization, this addition adds great value. You can identify your customers based on their sentiments, create exclusive targeting strategies to promote retention and mitigate churn, and optimize customer experience at scale.

We hope you use these VoC filter attributes and carry on with your customer correspondences with improved context!

Idea
Release plan: This filter parameters are available for all users in all DCs.

That's all folks! Thanks!

Kind regards,
Saranya Balasubramanian
Marketing - Zoho CRM

    • Recent Topics

    • Agentic Engineering with Zoho: The Next Evolution of Intelligent Systems

      The concept of Agentic Engineering is reshaping how modern systems are designed. It introduces a new layer to the way we think about artificial intelligence and system architecture. For years, most software systems have operated in a reactive way — responding

    • Engenharia Agêntica e as soluções da Zoho

      O conceito de engenharia agêntica impacta diretamente como os sistemas são projetos. Este tema inseri mais uma camada a nossa idéia de inteligência artificial. Antes o desenvolvimento de sistemas operavam de forma reativa e dependente de comandos diretos,

    • Effective project and task customization with CodeX

      Dear users, Beyond Task Lists is a series of articles aimed at showcasing the various customization capabilities of Zoho Projects. We'll discuss real life project management scenarios, use cases, and requirements that needs combining multiple features.

    • Is Zoho Sites still actively being developed?

      Hello, Is Zoho Sites still actively being developed as part of the Zoho ecosystem? I noticed that the What's New page (https://www.zoho.com/sites/whats-new.html) does not show any updates since Q1 2025. We were considering migrating our website from Squarespace

    • Set expiration date on document and send reminder

      We have many company documents( for example business registration), work VISA documents. It will be nice if we can set a expiry date and set reminders ( for example 90 days, 60 days, 30 days etc.,) Does Zoho workdrive provide that option?

    • Depositing funds to account

      Hello, I have been using Quickbooks for many years but am considering moving to Zoho Books so I am currently running through various workflows and am working on the Invoicing aspect. In QB, the process is to create an invoice, receive payment and then

    • Debit opening balances of vendors

      Dear colleagues: I am looking at the trial balance as on 31st March 2024, and punching opening balances (1st April 2024) in Zoho Books. Vendors have credit balances, by its nature, but some of our vendors have debit balances as well (e.g., we have paid

    • Zoho Books emails suddenly going to Spam since 11 Nov 2025 (Gmail + now Outlook) — anyone else?

      Hi everyone, We migrated to Zoho Books in July 2025 and everything worked fine until 11 Nov 2025. Since then, Zoho Books system emails are landing in customers’ Spam (first Gmail, and now we’re seeing Outlook/Office 365 also starting to spam them). Impacted

    • Client Portal ZOHO ONE

      Dear Zoho one is fantastic option for companies but it seems to me that it is still an aggregation of aps let me explain I have zoho books with client portal so client access their invoice then I have zoho project with client portal so they can access their project but not their invoice without another URL another LOGIN Are you planning in creating a beautiful UI portal for client so we can control access to client in one location to multiple aps at least unify project and invoice aps that would

    • The Social Wall: February 2026

      Hello everyone, This month, we’re bringing you a mix of exciting toolkit enhancements and a few improvements across the web and iOS app, all designed to make your social media management simpler and smoother. File converter Images come in different formats,

    • Zoho Mail and SalesInbox doesn't link to CRM record using Reply-To

      Hi, I've just set up SalesInbox, with the intention of using it for sales enquiries (instead of Desk, which I have been using until now). I've noticed that, unlike Desk, SalesInbox only uses the 'From' email address to attempt to link to a CRM contact

    • Service line items

      Hello Latha, Could you please let me know the maximum number of service line items that can be added to a single work order? Thanks, Chethiya.

    • Poor Search Results on Zoho CRM

      The search on Zoho CRM is quite poor. Salesforce has now published a new search, when will get this on Zoho? https://help.salesforce.com/s/articleView?id=data.c360_a_hybridsearch_index.htm&type=5

    • How to use filters on all products page? Or even a category page?

      Hello, I am trying to create some filters so users can use filters to find products they are looking for. So what i am trying is to create a filter according to price lets say. So if i define it this way i am expecting to see this filter option on category

    • Capture Last check-in date & days since

      I have two custom fields on my Account form, these are "Date of Last Check-In" and "Days Since Last Contact" Using a custom function how can I pull the date from the last check-in and display it in the field "Date of Last Check-In"? and then also display the number of days since last check-in in the "Days SInce Last Contact" field? I tried following a couple of examples but got myself into a bit of a muddle!

    • Pasted Images not being embedded in custom mail

      Hi, I'm making a custom report by email based on commentaries. I have the email ready, all working great except for images that are being pasted in the commentaries. Zoho deals with them as temp images and so it requires authentication to view them, something

    • Archiving Contacts

      How do I archive a list of contacts, or individual contacts?

    • Every time an event is updated, all participants receive an update email. How can I deactivate this?

      Every time an event is updated in Zoho CRM (e.g. change description, link to Lead) every participant of this meeting gets an update email. Another customer noticed this problem years ago in the Japanese community: https://help.zoho.com/portal/ja/community/topic/any-time-an-event-is-updated-on-zohocrm-calendar-it-sends-multiple-invites-to-the-participants-how-do-i-stop-that-from-happening

    • 3/18 オンライン勉強会のお知らせ Zoho ワークアウト （無料）

      ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 3月開催のZoho ワークアウトの開催が決定しましたのでご案内します。 今回はZoomにて、オンライン開催します。 ▶︎参加登録はこちら（無料） https://us02web.zoom.us/meeting/register/BoNTN7zYR8OvOPGShqBY0A ━━━━━━━━━━━━━━━━━━━━━━━━ Zoho ワークアウトとは？ Zoho ユーザー同士で交流しながら、サービスに関する疑問や不明点の解消を目指すイベントです。

    • Zoho Sheet for Desktop

      Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

    • Conversion Rate – Won Deals over Assigned Prospects

      Hello, I would like assistance configuring a KPI in Zoho Analytics titled: Objective of the calculation: Number of Won Deals divided by Total number of assigned prospects (not only converted prospects). Important clarification: The denominator must include

    • Feature Request – Conditional Visitor Information Request in Zoho SalesIQ

      We would like to request the ability to conditionally ask for visitor details based on the communication channel used in Zoho SalesIQ. Specifically: When a visitor initiates a conversation through the live chat widget on the website, we want to continue

    • Apple Messages for Business in Omnichannel communications?

      Hello, Apple launched "Apple Messages for Business" but Zoho CRM or Zoho Desk don't appear in the list of possible integrators. Zoho already promotes https://www.zoho.com/crm/omnichannel.html Omni Channel integration, but Apple Messages does not yet appear.

    • Admin asked me for Backend Details when I wanted to verify my ZeptoMail Account

      Please provide the backend details where you will be adding the SMTP/API information of ZeptoMail Who knows what this means?

    • Cliq iOS can't see shared screen

      Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

    • ZOHO.CRM.UI.Record.open not working properly

      I have a Zoho CRM Widget and in it I have a block where it will open the blocks Meeting like below block.addEventListener("click", () => { ZOHO.CRM.UI.Record.open({ Entity: "Events", RecordID: meeting.id }).catch(err => { console.error("Open record failed:",

    • 【Zoho CRM】通貨機能のアップデート：為替レートの自動更新やデータ更新オプションなど

      ユーザーの皆さま、こんにちは。コミュニティチームの藤澤です。 今回は「Zoho CRM アップデート情報」の中から通貨機能のアップデートをご紹介します。 CRMの複数通貨機能を使うと、地域ごとに通貨を管理し、顧客の現地通貨で記録したデータを自国通貨に自動換算して分析やレポートに活用できます。 従来は、為替レートを管理者が手動で定期更新する必要があり、各データには作成時点のレートが固定されるため、その後の市場変動は反映されませんでした。 本記事では、この問題を解消する「為替レートの自動更新」をはじめ、さまざまな新機能をご紹介します。

    • AI Bot and Advanced Automation for WhatsApp

      Most small businesses "live" on WhatsApp, and while Bigin’s current integration is helpful, users need more automation to keep up with volume. We are requesting features based on our customer Feedbacks AI Bot: For auto-replying to FAQs. Keyword Triggers:

    • Can we add zoho sign to a custom module?

      i understand out of the box it works with 8 modules. is it possible to add it to a custom module?

    • This domain is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

    • Selected date present employees roster

      =CHOOSECOLS(FILTER(A2:E5;(INDEX(C2:E5;0;MATCH(VALUE(B8);INDEX(VALUE(C1:E1));0))<>"OFF")*(INDEX(C2:E5;0;MATCH(VALUE(B8);INDEX(VALUE(C1:E1));0))<>"EL"));1;2;2+MATCH(VALUE(B8);INDEX(VALUE(C1:E1));0)) This way sheet looks l

    • Credit Card Terminal for Zoho Books

      Hello, Instead of punching the credit card number manually for customer payment, do you have a third-party hardware credit card reader that works with Braintree? Thank You

    • Filtering in Help Center

      Hi, our ticket system is based on a set of structured status categories. The customer must be able to filter by these status. How can we add "Status" as filter to the help center. In the same moment we do not need filters e.g. as "channel". How can we

    • On Edit Validation Blueprint

      Hello, I have a notes field and a signature field. When the Approve button is clicked, the Signature field will appear and must be filled in. When the Reject button is clicked, the Notes field will appear and must be filled in. Question: Blueprint will

    • Google Fonts Integration in Pagesense Popup Editor

      Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google Fonts

    • Increase Round Robin Scheduler Frequency in Zoho Desk

      Dear Zoho Desk Team, We hope this message finds you well. We would like to request an enhancement to the Round Robin Scheduler in Zoho Desk to better address ticket assignment efficiency. Current Behavior At present, the Round Robin Scheduler operates

    • Can multiple agents be assigned to one ticket on purpose?

      Is it possible to assign one ticket to two or more agents at a time? I would like the option to have multiple people working on one ticket so that the same ticket is viewable for those agents on their list of pending tickets. Is something like this currently

    • Where is the settings option in zoho writer?

      hi, my zoho writer on windows has menu fonts too large. where do i find the settings to change this option? my screen resolution is correct and other apps/softwares in windows have no issues. regards

    • When Does WorkDrive integrate with Books?

      When Does WorkDrive integrate with Books?

    • 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),

    • Next Page