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

    • merhaba

      merhaba sosyal medya paketimiz mevcut ama yorumları göremiyoruz ve o yüzden cevap veremiyoruz destek rica ediyoruz.

    • Teaminbox not working

      We couldn't send or receive any mail within the team inbox. Displaying error 'Unable to process this request.'

    • Related lists New option in missing

      hi I have created quite a few modules and added as related lists to my main module. Some have new, some dont I can not see why?

    • Cliq and ToDo integrations?

      I'm a bit surprised not to find any way to open a Cliq chat for the current thread, or to create a Zoho Mail ToDo from a thread. Are these on the roadmap?

    • Reply-to names are mangled

      Hello, I'm seeing an odd behavior in replies. Steps to reproduce: 1. Click reply to an email from "John Doe <doe.john@example.com> in TeamInbox Expected outcome: TO field pre-filled with "John Doe <doe.john@example.com>" Actual outcome: TO field pre-filled

    • I CANT UPGRADE MY FREE ACCOUNT

      I TRY TO UPGRADE MY FREE ACCOUNT AND I COULD NOT UPGRADE IT CAN SOMEBODY TELL ME WHY? AND I HAVE THE MONEY SO.

    • Level up your ASO game with tags & categories in store reviews

      Introducing tags and categories in Apptics' store reviews Dear Apptics community, If your app is listed on the Play Store or App Store, you already know how important store reviews and ratings are. They’re one of the most direct signals of user sentiment

    • Including attachments with estimates

      How can attachments be included when an estimate is sent/emailed and when downloaded as a .pdf? Generally speaking, attachments should be included as part of an estimate package. Ultimately, this is also true for work orders and invoices.

    • Adding VENDOR SKU to PURCHASE ORDERS

      how can we add the Vendor SKU when issuing a Purchase Order , so the PO shows the Supplier SKU and our own Internal SKU , which is what we want to receive into the system .

    • Possible to freely prompt/query CRM data using Zia?

      Is it possible to prompt Zia to query on any information stored in the CRM, especially on the data stored in custom text fields? My use case is the people in my organisation have entered lots of text in custom text fields to capture information from an

    • Restrict employees to take only one day holiday from a multi-day festival holiday

      Hi everyone, I have a requirement related to Optional/Festival Holidays in Zoho People. For example, in the month of May there are three optional holiday dates: May 11, May 12, and May 13. Employees can choose one of these days as their optional holiday.

    • Cannot modify colours in invoice email template

      I have tried switching browsers... but I cannot change the (pretty horrible) default colours in the preset email when sending an invoice... the blue banner, red outstanding total and the bright green button... I can change other things but not the colours?

    • Cannot find zpuid for Zoho Projects user

      I'm using the Zoho Projects v3 API to create a task. The task is created successfully, but in order to assign the task owner, the "Create a Task" API also requires the zpuid of the task owner. Unfortunately I cannot find any user-related API calls that

    • Print a document from Zoho Writer via Zoho Creator

      If i use the code below i can get writer to create a new document or email it to me but i want to be able to print it directly from the browser and not have to send it via email and then print. Below is the code im using. Attached options form zoho writer

    • Allow styling for specific Subform fields in Zoho Creator

      Sometimes in forms we need to visually highlight a specific field inside a Subform (for example Sanctioned Amount, Approved Value, Critical Fields, etc.) so that users immediately notice it while entering data. Currently there is no direct UI option to

    • Career site URL - Suggestion to modify URL of non-english job posting

      Hi, I would like to suggest making a few modification to career sites that are not in english. Currently, the URL are a mix of different languages and are very long. It makes for very unprofessional looking URLs... Here is an example of one of our URL

    • 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。

    • New 2026 Application Themes

      Love the new themes - shame you can't get a little more granular with the colours, ie 3 different colours so one for the dropdown menu background. Also, I did have our logo above the application name but it appears you can't change logo placement position

    • Placeholder format in Number field does not reflect Max Digits configuration

      When the Max Digits (Maximum digits of number) property is set to a smaller value (for example, 2 digits), the placeholder in the input field still displays a 7-digit format (#######). The same behavior can also be observed in Decimal and Currency field

    • How does SKU work when selling products in parts in Zoho Inventory

      Hello everyone, Zoho Inventory does not understand the physical cutting of the piece.. It only tracks quantities of the unit (like feet ). So when you sell part of an item, the system simply reduces quantity for that SKU. Assume that i have a 50 ft long

    • CRM Cadences - working timesThe Friday afternoon? The next Monday morning? Not at all?

      I think I’m writing saying that cadence emails are only sent during the organisations set working hours in CRM. So if a particular email is set to send for example in three days and that lands on a Sunday (when working hours are not operational) when

    • CRM Cadences - working times

      I think I’m right in saying that cadence emails are only sent during the organisations set working hours in CRM. So if a particular email is set to send for example in three days and that lands on a Sunday (when working hours are not operational) when

    • Push Notification for New Bookings in Zoho Bookings App

      when a someone schedules an appointment through the booking page, is there any option to receive a push notification in the mobile app?

    • Intergrating multi location Square account with Zoho Books

      Hi, I have one Square account but has multiple locations. I would like to integrate that account and show aggregated sales in zoho books. How can I do that? thanks.

    • Add the same FROM email to multiple department

      Hi, We have several agents who work with multiple departments and we'd like to be able to select their names on the FROM field (sender), but apparently it's not possible to add a FROM address to multiple departments. Is there any way around this? Thanks.

    • Zoho Desk View Open Tickets and Open Shared Tickets

      Hi, I would like to create a custom view so that an agent can view all the open tickets he has access to, including the shared tickets created by a different department. Currently my team has to swich between two views (Open Tickets and Shared Open Tickets).

    • Clone Banking Transaction

      Why is there no option to CLONE a Transaction in the Banking module?? I often clone Expenses (for similar expense transactions each month) so I would also like to clone Income transactions. But there is no option in Banking to clone an existing Income

    • Zoho Expense - Bi-Weekly Report Automation

      Hi Zoho Expense Team, My feature request is to please include an option to automate creation of reports bi-weekly (every 2 weeks)

    • Application Architecture in Zoho Creator: Why You Should Think About It from the Start

      Many companies begin using Zoho Creator by building simple forms to automate internal processes. This is natural — the platform is extremely accessible and allows applications to be built very quickly. The challenge begins to appear when the application

    • Arquitetura de Aplicações no Zoho Creator: Por que pensar nisso desde o início

      Muitas empresas começam a utilizar o Zoho Creator criando formulários simples para automatizar processos internos. Isso é natural — a plataforma é extremamente acessível e permite construir aplicações rapidamente. O problema começa a aparecer quando a

    • Dark Mode - Font Colors Don't Work

      When editing a document in Dark Mode and selecting font colors, they don't show up on screen.  Viewing/editing the same document in Light Mode shows them just fine.

    • How to Customize & Reorder Spaces in Zoho One 25 (Spaces UI) — Admin Tips Not in the Docs

      Hey Zoho Community, After digging around in the new Spaces UI, I found a couple of admin features that aren't well documented yet but are really useful. Sharing here in case others are looking for the same things. 🔁 How to Change the Default Space Users

    • System Components menu not available for Tablet to select language

      I have attached a screenshot of my desktop, mobile, and tablet menu builder options. I am using 2 languages in my application. Language Selection is an option under the System Components part of the menu, but only for my desktop and phone(mobile). My

    • Approvals in Zoho Creator

      Hi, This is Surya, in one of  my creator application I have a form called job posting, and I created an approval process for that form. When a user submits that form the record directly adding to that form's report, even it is in the review for approval.

    • How Zoho Desk contributes to the art of savings

      Remember the first time your grandmother gave you cash for a birthday or New Year's gift, Christmas gift, or any special day? You probably tucked that money safely into a piggy bank, waiting for the day you could buy something precious or something you

    • Estimate PDF Templates - logo too large

      Hello, I cloned a standard estimate template, but my logo is showing up much larger than intended. This doesn’t happen with the standard invoice template, where the logo displays correctly. How can I adjust the logo size in the estimate template? Thank

    • Select CRM Custom Module in Zoho Creator

      I have a custom module added in Zoho CRM that I would like to link in Zoho creator.  When I add the Zoho CRM field it does not show the new module.  Is this possible?  Do i need to change something in CRM to make it accesible in Creator?

    • Invoice emails not sending but reminders are

      I am a new user. I have been creating some dummy invoices before I go live and have struck a block. Emails for the invoice are not being recieved by the recipient, however, when I send a reminder for the same invoice the email is sent. NOTE: I have checked

    • Deleted account recovery

      I ended up accidentally deleting our Zoho invoice account while trying to work something out. Emailed support for recovery and restoration of the deleted account, if possible, but they responded by saying they can't find an account associated with that

    • Devis et factures multipage coupées

      Bonjour, je suis sur Zoho invoice et je rencontre un problème sur mes devis et factures lorsqu'ils dépassent 1 page. je me retrouve souvent avec des lignes coupées ou le sous total page 1 et le total page 2. j'aimerai savoir s'il existe une possibilité

    • Next Page