Adding calls as a channel in Voice of the Customer

Adding calls as a channel in Voice of the Customer



Dear All, 

We hope you're well!

It's been almost a year since we opened Zoho CRM's Voice of the Customer solution up for early access. We are grateful for the reception and support you have been showing us with regards to its adoption and feedback. Since the big release, we have been developing more customer-forward features to go with it: the latest one being Voice-based forecast analysis. You can find the help documents here: Voice of the Customer.

Now, to expand the scope of VoC for your business, we have developed the ability to use calls as a source.

Calls as a source

Calls are undoubtedly the common mode of communication in every businesses. On a busy day, calls act as an on-demand recourse to follow-up your leads, clarify doubts, fix problems, and so on and are a potential source to reveal candid customer expressions. Realizing this, we are bringing insights derived from call correspondences in your organization, in addition to the existing sources: Zoho Desk, Zoho Survey, and emails. 

How will this addition benefit you?

The benefits of adding calls as a source are two-fold.

  1. Dashboards that display insights from existing sources will now carry insights from calls as well. This broadens your scope of understanding your customers' opinions and feedback on your business.  
    The dashboards that will have call insights are:

    Response-based sentiment analysis
    The response-based sentiment analysis provides you with intel about common sentiments observed in your customer responses across mediums. The following charts in this dashboard portrays insights from calls as well for greater accuracy in the analysis of sentiments in the responses. To learn more about this dashboard, click here.
  • All keywords tabular view: The below image tabulates the keywords used by your customers in different mediums and their sentiments. As you can see, "Efficient", with positive connotation, is a keyword ranked top with highest usage across all available mediums. At the same time, you can see another keyword with negative undertone, "Slowness", is also being used across different mediums. With calls now being an added channel, implies the gravity of these keywords' sentiments.

  • Sentiment vs medium: The sentiment vs medium chart is a simple bar diagram comparing different sentiments expressed across different channels. You can ascertain which feedback from which medium has more intensity to it. For example, the below image suggests that customers are more positive through calls than they are in the emails. This means, when there is a critical situation, such as an escalation, calls are the best mode to approach customers and explains that one-to-one verbal communication helps settle a fix.

           
Competitor analysis
Competitor analysis shows the reality of your customers' perception. It will help you tailor a favorable workaround to approach your prospects and customers and win the deal. The following chart shows the keyword mentions used with respect to the competitors and the underlying sentiments from different mediums, including calls. For more information about competitor analysis, click here.

All keywords related to competitor mention tabular view:
The service offering is positively regarded for certain competitors. There are consistent mentions about them in different channels, including calls.

2. A dedicated dashboard for call analytics: A call between your business and your customer contains valuable subjective cues, such as their expectations, interests, sentiments, issues, and more. This dedicated call analytics dashboard will display two charts that will collate frequently used keywords by your agents and your customers through which you can get a quick peek into what is being discussed in your business.

Let's learn more!

Call Analytics dashboard

The call analytics dashboard deals purely with call correspondences in your organization. It displays the following charts:
  • Frequently spoken keywords by agents
  • Frequently spoken keywords by customers 
Cue:  More call-based insights are under development and you will hear about them in the coming days.

How are keywords aggregated?

Using the most recent call transcription features, Zia will be able to facilitate transcription of your recorded calls to text. Using its simple text analysis, Zia will be able to identify who is the customer and who is the agent, and aggregate the top 30 key words used by both your agents and customers.
Here's an illustration as to how Zia works on the call transcription text:


Using call intelligence, Zia can collate keywords to come up with a useful call analytics dashboard.

Notes:
  • Calls will be the default source/channel for this dashboard, and you cannot change it.
  • This dashboard is only available for Leads and Contacts modules.
  • In order to use this dashboard, you need the following facilities enabled:

Managing call analytics dashboard:

You can do the following actions to manage the call analytics dashboard:
  1. Configure dashboard
    • Choose which module, you want the call analytics to be displayed for.
    • Choose the desired data type
    • Choose the time frame
    • Choose the grouping
    • Enter the keyword preferences

  2. Reorder the charts

  3. Alter the sentiment preferences for individual charts

Availability: The enhancement will be available for users subscribed to the early access program in the EU, US, and IN DCs.
Resource: Help document

That's all for today's announcement. We hope this new addition will help you get closer to your customer opinions and help you act upon them. Should you have any feedback/questions/doubts, feel free to drop them in the comments section, our experts will be happy to take them.

Thanks and have a good one!

Kind regards,
Saranya Balasubramanian

    • Recent Topics

    • Build data protection into your support

      At Zoho, privacy is our principle. Every Zoho product is built with privacy as the foundation and the finishing touch, guiding every decision we make. Security, privacy, and compliance are woven into the software development lifecycle, starting from how

    • Conditional formatting: before/after "today" not available

      When setting conditional formatting, it only allows me to set a specific calendar date when choosing "Before" or "After" conditions. Typing "today" returns the error "Value must be of type date". Is there a workaround? Thanks for any help!

    • Zoho mail account ownership transfer

      We recently took over another company and have assumed responsibility for its Zoho account, including Zoho Mail and all related services. We would like to formally transfer ownership of this account to our organization. Could you please outline the complete

    • Display Client Name in Zoho Creator Client Portal Dashboard

      Hello Zoho Creator Team, We hope you are doing well. Zoho Creator recently introduced the option to set a client’s display name in the Client Portal settings, which is very helpful for providing a personalized portal experience. However, there is currently

    • Introducing Connected Records to bring business context to every aspect of your work in Zoho CRM for Everyone

      Hello Everyone, We are excited to unveil phase one of a powerful enhancement to CRM for Everyone - Connected Records, available only in CRM's Nextgen UI. With CRM for Everyone, businesses can onboard all customer-facing teams onto the CRM platform to

    • project name field issue- n8n

      Hey guys, I have a question. I want to create a new product using the workflow. The problem is with the product name field; I don't know how to fill it in. The workflow starts with retrieving information from the leads table, retrieving links to scrape

    • using the client script based on the look up filed i wnat to fetch the record details like service number , service rate

      based on selected service look up field iwant to fetch the service serial number in the serice form how i achive using client script also how i get the current date in the date field in the on load of the form

    • Customizable UI components in pages | Theme builder

      Anyone know when these roadmap items are scheduled for release? They were originally scheduled for Q4 2025. https://www.zoho.com/creator/product-roadmap.html

    • Stop the Workarounds: We Need Native Multi-Step Forms

      After over 17 years of community requests, I'm hoping the Zoho team can finally address the lack of native multi-page form support in Zoho Creator. This has been one of the longest-standing feature requests in the community, with threads spanning nearly

    • Amazon.in FBA multiple warehouse integration with Zoho Inventory

      My organisation subscribed to Zoho One looking at the opportunity to integrate Amazon.in with Inventory. But during the configuration, we understood the integration has severe limitations when it involves multiple warehouses in the same Organisation.

    • Analytics <-> Invoice Connection DELETED by Zoho

      Hi All, I am reaching out today because of a big issue we have at the moment with Zoho Analytics and Zoho Invoice. Our organization relies on Zoho Analytics for most of our reporting (operationnal teams). A few days ago we observed a sync issue with the

    • Introducing Workqueue: your all-in-one view to manage daily work

      Hello all, We’re excited to introduce a major productivity boost to your CRM experience: Workqueue, a dynamic, all-in-one workspace that brings every important sales activity, approval, and follow-up right to your fingertips. What is Workqueue? Sales

    • Feature Request - Set Default Values for Meetings

      Hi Zoho CRM Team, It would be very useful if we could set default values for meeting parameters. For example, if you always wanted Reminder 1 Day before. Currently you need to remember to choose it for every meeting. Also being able to use merge tags

    • Issues with Actions By Zoho Flow

      Hi, I have a workflow that fires when a deal reaches a stage. This then sends out a contract for the client to sign. I have connected this up through Actions by Zoho Flow. Unfortunately this fails to send out. I have tracked it down to the date fields.

    • Adding custom "lookup" fields in Zoho Customization

      How can I add a second “lookup” field in Zoho? I’m trying to create another lookup that pulls from my Contacts, but the option doesn’t appear in the module customization sidebar. In many cases, a single work order involves multiple contacts. Ideally,

    • CRM x WorkDrive: We're rolling out the WorkDrive-powered file storage experience for existing users

      Release plan: Gradual rollout to customers without file storage add-ons, in this order: 1. Standalone CRM 2. CRM Plus and Zoho One DCs: All | Editions: All Available now for: - Standalone CRM accounts in Free and Standard editions without file storage

    • Canvas Detail View Related List Sorting

      Hello, I am having an issue finding a way to sort a related list within a canvas detail view. I have sorted the related list on the page layout associated with the canvas view, but that does not transfer to the canvas view. What am I missing?

    • Windows Desktop App - request to add minimization/startup options

      Support Team, Can you submit the following request to your development team? Here is what would be optimal in my opinion from UX perspective: 1) In the "Application Menu", add a menu item to Exit the app, as well as an alt-key shortcut for these menus

    • Ability for admin to access or make changes in zoho form without asking for ownership

      Currently in zoho form only form owner can make the changes in the form and if someone else has to make changes then we have to transfer the ownership to them and even admin also cant access it . So i think admin must have the ability or option to access

    • Issue with WhatsApp Template Approval and Marketing Message Limit in Zoho Bigin

      We are facing issues while creating and using WhatsApp message templates through Zoho Bigin, and we request your clarification and support regarding the same. 1. Utility Template Approval Issue Until December, we were able to create WhatsApp templates

    • Zoho CRM Calendar View

      Hello Zoho team, We need desperately a calendar view next to list, kandan and other views. I think it should be easy to implement as you already have the logic from Projects and also from Kanban View in CRM. In calendar view when we set it up - we choose

    • Camera

      I can sign on to a meeting and see the other participants, but my screen is dark. The instructions for Zoho "Camera Settings" say "click on lock icon in address bar," but I don't see that icon! Suggestions?

    • What is Workqueue and how to hide it?

      Hi， My CRM suddenly have this "Workqueue", may I ask how to set the permission of this tab?

    • Batch/lot # and Storage bin location

      Hi I want to ask for a feature on Zoho inventory I own a warehouse and I've gone through different management software solutions with no luck until I found Zoho, it has been a game changer for my business with up to the minute information, I'm extremely happy with it. It's almost perfect. And I say Almost because the only thing missing for me (and I'm sure I'm not alone) is the need of being able to identify the lot number of my inventory and where it is located in the warehouse. Due to the nature

    • Adding Sender Address with Basic Plan

      According to the knowledge base, I should be able to add Sender addresses with the Basic Plan. But whenever I try to add an email, it takes me to a search window and I cannot find any emails in the list. Even mine, which is the admin. email.

    • Conditional Field Visibility in Bigin CRM

      I would like to request support for conditional field visibility within Bigin CRM. This feature should allow administrators to configure show/hide rules for fields based on predefined criteria (e.g., field values, picklist selections, stage changes,

    • Bill automation in Zoho Books

      Hi I am looking for 3rd-party options for bill automation in zoho which are economical and preferably have accurate scanning. What options do I have? Zoho's native scanning is a bit pricey

    • Reporting Tags

      We've been using reporting tags for years (before itemizing was available) and now we are finding reporting these tags are impossible to track. Reports have changed in the customization and our columns of reporting tags no longer show up. We do not use

    • Function #53: Transaction Level Profitability for Invoices

      Hello everyone, and welcome back to our series! We have previously provided custom functions for calculating the profitability of a quote and a sales order. There may be instances where the invoice may differ from its corresponding quote or sales order.

    • Consumption based inventory

      I am currently using Zoho Books for my hospitality business, which includes lodging and restaurant services. We purchase many items in bulk for storage and consumption as needed. I'd like these items to be recorded as inventory when purchased and categorized

    • Smarter Access Control: Role-Based Access vs. Responsibility-Based Profiles

      Every business has roles, responsibilities, and workflows. While roles help define structure, responsibilities within those roles are rarely the same. As your team grows, some members need access to only a specific set of features. Others require visibility

    • Partner with HDFC And Sbi Bank.

      Hdfc and sbi both are very popular bank if zoho books become partner with this banks then many of the zoho books users will benefit premium features of partnered banks.

    • API in E-Invoice/GST portal

      Hi, Do I have to change the api in gst/e-invoice portal as I use zoho e books for my e-invoicing. If yes, please confirm the process.

    • Member role in zoho meeting

      does a user with member role can see other users in the organization

    • Mail Merge is not working properly as far as the AUTOMATE section is concerned

      Hi there, I created a Mail Merge template for the Deal module. I would like Deal owners to mail merge their Deal records, download the Mail Merge document as a Word doc and make a few changes before sending it to the customer. Thing is, neither the "Merge

    • Clone Recurring Expenses

      Our bookkeeping practices make extensive use of the "clone" feature for bills, expenses, invoices, etc. This cuts down significantly on both the amount of typing that needs to be done manually and, more importantly, the mental overhead of choosing the

    • Zoho Books - How to Invoke a Custom Function in Schedulers

      We have multiple schedulers that send emails to customers in batches. Currently, we are maintaining the same code across several schedulers. Is it possible to use a custom function inside a scheduler script? If yes, how can we invoke the custom function

    • Workqueue

      I really like the idea of the Workqueue generally - it will be really useful. What it seems to lack however, is the ability to customise it properly. I want to be able to show a custom view rather than just "My Leads" and "Leads Assigned in Last 3 hours".

    • Importing into Multiselect Picklist

      Hi, We just completed a trade show and one of the bits of information we collect is tool style. The application supplied by the show set this up as individual questions. For example, if the customer used Thick Turret and Trumpf style but not Thin Turret,

    • Special characters (like â, â, æ) breaking when input in a field (encoding issue)

      Hey everyone, We are currently dealing with a probably encoding issue when we populate a field (mostly but not exclusively, 'Last Name' for Leads and Contracts). If the user manually inputs special characters (like ä, â, á etc.) from Scandinavian languages,

    • Next Page