[Early Access] Voice of the Customer (VoC) for Zoho CRM

[Early Access] Voice of the Customer (VoC) for Zoho CRM

Happy new year, everyone!
We have an exciting addition to our suite of features and would like to introduce you to VoC (Voice of the Customer) for Zoho CRM, powered by Zia.
 
2023 is definitely the best time to be a customer with rapid innovations and advancements in the field of CX. Brands these days lose customers within minutes if they refuse to pay attention to what they're saying. The right VoC tool can help you stay on top of your CX game!
 
VoC for Zoho CRM offers insights into your customers' needs and sentiments which can translate into effective problem redressal, better planning and increased revenue.It also provides context from your CRM data and helps you get a clear picture of what your customers feel or expect from the product/service. While the end goal of VoC may look like just running customer satisfaction polls, it's not merely the act of putting out these surveys. Launching and carrying out customer satisfaction polls won't help a business truly understand their customers. The end goal of VoC is much deeper— it is about listening to your customers and valuing their thoughts, and using these insights for your business to thrive.

 
Use case
For example, an electronics store that sells laptops and mobiles also provides servicing of these products. The customer and product details are stored in CRM. They regularly send out surveys to gather customer feedback on the products and services. Additionally, they have a separate customer support team to help resolve challenges with products. The company notices a drop in their revenue in spite of the offers and discounts they've rolled out. Manually studying customer purchase patterns and collating feedback from multiple communication channels will cost a business valuable time that can be invested to develop the business further. The answer to this problem lies in automating such processes with better visualization of data within a centralized platform. VoC for Zoho CRM aims to digest customer information and make these results available for users in a single place to grasp information quickly and make goal-oriented as well as contextually-rich modifications to business plans and processes. 

How to use VoC?
VoC for Zoho CRM can be activated under "Zia", located on the settings page within CRM.
 
Once you click the 'Get Started' button, the activation page opens. Click 'Activate'.

 
VoC for Zoho CRM is trained to conduct sentiment and intent analysis, keyword extraction, emotion & root cause analysis, customer trend analysis and predictions. It presents several accurate dashboards within your CRM account that showcase customer opinions on your business, competitor activity and sentiment, as well as the customer emotion behind emails, surveys and customer feedback.
 
Let us take a look at different dashboards that can help the management identify the root cause of inconsistencies in results and chalk out next steps to resolve them quickly. 
 
The Sentiment-based Profile Analysis
The Sentiment Dial Analysis chart provides you with an overall picture of the customer sentiment shared across multiple communication channels such as surveys, emails, and customer ratings.

The dial chart shows that the overall sentiment expressed by the customers is on the negative end. This analysis incorporates the feedback from Desk, Survey and CRM emails. With a conservative approach that doesn't incorporate  VoC, this requires a separate team to gather the feedback, digest it and incorporate it into business activities. 
 
Even though this dial chart gives you a fair idea of the customers' views, the management needs more clarity on where the problem lies to increase customer satisfaction.
 
The frequently occurring keywords by sentiment narrow down the customer views expressed.

In the image above, the words in green have been used in a positive connotation by the customers. We can infer that customers are happy with the service, hospitality and price list. Whereas, delivery, policy and safety haven't been our strongholds. Therefore, we can now focus on improving our delivery, safety and privacy policies.
 
A drill down of the number of customers and channels from where their feedback has been gathered can also be viewed a table.

VoC for Zoho CRM helps you derive powerful insights on customer opinions and sentiment by processing data in minutes from several communication channels without burdening your team.

Response-based sentiment analysis
VoC for Zoho CRM captures the underlying emotion and intent behind customer responses and categorizes them by sentiment, intent, medium and revenue based on a particular timeframe.

This chart paints an overall picture of the positive, neutral, and negative feedback count based on the responses gathered via surveys and customer rating.
 
The Sentiment Cohort chart, a variation of the above, showcases the customer feedback with respect to the timeframe.

There are a few more dashboards that VoC offers to extract insights from - Competitor analysis, Cross-sell Analytics and Survey comparison.
 
Competitor Analysis
Staying on par with our competitors is an important aspect of customer satisfaction and retention. VoC helps in this regard by offering prominent insights. If the deal closure rate has come down after the mention of the competitor, we can focus on our offerings against our competitors'.

 
Cross-sell Analytics
Cross-sell Analytics in VoC is designed to measure the effectiveness of cross-selling efforts. Zia studies the feedback after a cross-sell initiative is made and whether it is positive or negative. Depending on the feedback collected, it predicts the right product/service.

 
Survey comparison
These dashboards come in handy when you want to evaluate your marketing efforts. If the customer feedback for an email offer is positive, you can plan your marketing strategies based on it. You can also improve your product/services based on survey responses.

 
 
Listed below are the different charts that VoC supports -
1. Pie chart and donut chart
2. Line graph
3. Bar graph—single, multi, stacked
4. Cohort
5. Quadrant
6. Waterfall
7. Gauge chart/ Dial chart
8. Anomaly dashboards
9. Word-cloud and Table
 
Please click here to watch a video about  VoC for Zoho CRM to gain a deeper understanding of the feature.
 
Prerequisites/Notes:
 
  1. VoC insights are available for surveys, customer rating and emails, using Zoho Survey, Zoho Desk and Email integration (IMAP) respectively.
  2. Zia Competitor Alert should be configured for the competitor analysis dashboard. Additionally, Zia Recommendation needs to be configured for the cross-sell analytics dashboard.
  3. All insights are a result of processing historical data. Collection of relevant data will be initiated upon activation of VoC and we will be processing this data over a period  of three months.
  4. Currently only admin profile users can view the VoC tab.
 
 
Pricing
VoC will be available for Zoho CRM to begin with. This will be a priced offering. The final pricing and editions supported will be announced during the time of public release.
 
What's in the roadmap
a) Option to customize  dashboards and charts
b) Identify our vanishing customers and declining products
c) Evaluating strategies to attain a target
d) Feedback Summaries, and much more.
 
Please click here to get early access to VoC for Zoho CRM. We would love to hear your feedback and can't wait for you all to try this.
 
Note: 
Early Access for customers: The Early Access to VoC is provided only for organizations with a license count greater than or equal to 20.

    • Recent Topics

    • Zoho Creator customer portal limitation | Zoho One

      I'm asking you all for any feedback as to the logic or reasoning behind drastically limiting portal users when Zoho already meters based on number of records. I'm a single-seat, Zoho One Enterprise license holder. If my portal users are going to add records, wouldn't that increase revenue for Zoho as that is how Creator is monetized? Why limit my customer portal to only THREE external users when more users would equate to more records being entered into the database?!? (See help ticket reply below.)

    • See Calendar When Creating Meetings On Record Page

      It would be a great user experience to see you calendar while you are creating a meeting on a record page. Here is how I imagine it could look:

    • Saved filters, layout rule support, related list quick navigation, and more

      Hello Everyone, We're excited to share some new features and enhancements in the Zoho CRM iOS and Android apps that will improve your mobile experience. These updates will make your CRM journey more efficient and user-friendly. Here's a look at what's

    • Power of Automation: Automatically send an email to all portal users with today's list of Open tasks.

      Hello Everyone, A Custom Function is a user-written set of code to achieve a specific requirement. Set the required conditions needed as to when to trigger using the Workflow rules (be it Tasks / Project) and associate the custom function to it. Requirement:-

    • Introduction of Robotics Process Automation in Zoho products

      It will be great if Zoho can start advancing from automation to robotics process automation. For a start, it can be started with smart document understanding. Provide OCR engines Google cloud, Microsoft Azure Computer vision OCR, Microsoft OCR, Omnipage

    • Lock a custom field on a deal record but keep all other fields editable?

      I have a custom field, which auto-populates a job number upon converting a lead to a deal but the automation breaks if someone accidentally edits that field. I want to lock that field but keep all other fields open. Is this possible? I've tried through

    • Add Feature To Hide Plugin Sections On Record View

      Hi team, I'm trying to help a client tidy up their CRM. When it comes to record view some sections and fields are visible no matter what Layout Rules are applies and they are not removeable from the layout editor. I would like to see an option to hide

    • Creator Simplified #10: Predefine Form Field Values and Make Them Read-Only for Users

      Hey Creators, Ready for this week's tip in the Creator Simplified series? Today, we will explore how to have read only fields in a form. Use Case: Assume a scenario where the default value for a Department field needs to be English Literature, but you

    • fetch records from analytics table from creator

      I have a creator workflow that I am working in that will compare data from within the app to a table in zoho analytics. Is there a way to fetch a record from Analytics? I have attempted a custom connector with analytics and tried to use it with invoke

    • Ability to Change Custom View After Cadence Creation

      Dear Zoho Team, I hope you are well. We would like to request an enhancement to the Cadence feature in Zoho CRM. Currently, during the creation of a Cadence, we can select a Custom View under the "Who is this for?" section. However, once the Cadence is

    • Zoho Creator Integration with QuickBooks: A Step-by-Step Guide

      Introduction: Integrating Zoho Creator with QuickBooks allows you to sync your business data between the two platforms, providing a seamless experience for managing accounting, invoicing, and financial data. This integration helps automate workflows and

    • Note not being pulled for other modules in email template

      Hi there, Currently i am creating an email template that is able to pull the data from notes field in estimate module and email it to procurement team where they will be able to receive the email with the contents of the note, i am unable to replicate

    • No Sales Returns on SO's with Dropped Shipped items + Inventory Items

      We have encountered an issue in Zoho related to sales orders that include both dropshipped items and inventory items. Specifically, it is currently not possible to create sales returns for the company’s own inventory items from these sales orders. This

    • Pre-fill TO and CC fields for Email Templates

      This would be a game changer to be able to set either specific email addresses or merge fields based on deal role titles into email templates. Please pass this along to *hopefully* add to future features of Zoho CRM.

    • Pick list - Cannot save list "Special Characters not Allowed" error message

      Bulk uploading values. All values are pretty standard - with the exception of a "-" (dash). Like:  Industry - Prepared Food Is the simple dash a special character too? Jan

    • Flow with CRM

      Hello, I have a simple flow that uses a web hook to enter data into a Sales Order. I have the web hook sending Flow data which has a PO field. If the PO has a special character like - or / or \ the task fails. How can I get the flow to be okay with the

    • Making the Resolution Tab Mandatory

      Hello Everyone! This edition is here to show you how to make the Resolution mandatory when closing a ticket. The Ticket Resolution tab helps keep a record of the solution provided for the ticket query. The resolution can serve as a quick reference to

    • Notificación de cumpleaños

      Hola: Se puede enviar alguna alerta de felicitación al personal que cumple años, que se dispare solo? Si existe como se puede hacer? Saludos

    • Automation#25: Move Tickets to Unassigned When the Owner Is Offline

      Hello Everyone, Welcome to this week's Community Series! 'Tis the holiday season—a time when work often takes a brief pause. The holiday spirit is in full swing at Zylker Techfix too, with employees taking some well-deserved time off. During this period,

    • Callback URLs

      I need to connect to an external service through an API that requires me to provide a Callback URL so that a status update can be sent back when the API request has been processed. Is there a way to do this in Creator without having to use a middleware

    • Email signature not being included if user creates ticket / sends email

      When I create a ticket (send email), the signature doesn't appear to be added to the ticket. Can you confirm if this is the case? It would obviously be useful to include the user's signature even when sending a client an email and not only on replie

    • Zoho Notebook window ignores taskbar

      When maximized to full screen, the Zoho Notebook window ignores the presence of the taskbar and overlaps it. What could be the problem? Linux Mint 22 Cinnamon. Zoho Notebook 3.2.0

    • URL for job opening

      I would like to ask you to add this feature to the product: create an unique url for each job opening on Zoho Recruit, so that I can add a link to it when I post the opportunity in a mailing list or on a forum.

    • Document images

      We used to be able to rotate the images but this has now been removed ???

    • VENDORS ARE NOT SYNCHED WITH CONTACTS IN CRM

      Hello, While the ACCOUNTS and CONTACTS (Including the primary contact) are synced with the CONTACTS module in CRM, the vendor's CONTACTS are not synced with CRM - which basically forces the users to re-enter all vendor's contacts twice and then update

    • Involved account types are not applicable when create journals

      { "journal_date": "2016-01-31", "reference_number": "20160131", "notes": "SimplePay Payroll", "line_items": [{ "account_id": "538624000000035003", "description": "Net Pay", "amount": 26690.09, "debit_or_credit": "credit" }, { "account_id": "538624000000000403", "description": "Gross", "amount": 32000, "debit_or_credit": "debit" }, { "account_id": "538624000000000427", "description": "CPP", "amount": 1295.64, "debit_or_credit": "debit" }, { "account_id": "538624000000000376", "description":

    • KB Templates

      * It would be nice if Zoho can provide users an option to create custom templates for KB articles. Also, it would be nice as well if the users can have an option to 1.) select a default template and 2.) declare default tag/tags, for KB articles created through Ticket's resolution.

    • Zoho CRM Reports Module on Mobil App

      I have the mobile app and the reports module doesn't appear in the sidebar for some reason. I saw a Youtube video where the user had the Reports module on mobile. Is there a setting to show it on mobile? Thanks.

    • Contacts Don't Always Populate

      I've noticed that some contacts can easily be added to an email when I type their name. Other times, a contact doesn't appear even though I KNOW it is in my contact list. It is possible the ones I loaded from a spreadsheet are not an issue and the ones

    • Zoho Projects Android app update - List view enhancement

      Hello, everyone! In the latest android version(v3.9.15) of the Zoho Projects app update, we have enhanced the List view of tasks. We have also introduced a complete scroll of the tasks in the list view without scrolling the task fields(status, start date,

    • On the US Data Centre rather than the UK but dont know how to migrate it

      We have a new staff member with an external email address and cant add them to Zoho chat - we have been told its becuase we are in the UK but on a US Data centre - we therefore need to change it but no idea how to can anyone else as we are going round

    • Zoho Sheet Custom function column showing Error #EVAL!

      Hello I have a custom function in Zoho Sheet developed to convert a date time from one time zone to another. The custom function takes date and time columns and then using subHour( ) converts the time to PST time. However, though the custom function works,

    • How to add a Data Updated As Of: dynamically in text?

      I need to add a "Data Updated As Of" in the dashboard to show when was the last date the data was updated. I tried to create a widget but it does not look really good, see below. Is there a way I can do this through the text widget and update it automatically

    • Create Your Own Issue Management System

      Effective issue management is a cornerstone of project success. Every bug or issue, no matter how small, needs to be tracked and resolved in time to maintain project momentum. In this post, we’ll explore how an issue management system in Zoho Projects

    • Resource utlisation

      Dear Team, We use the excel for the weekly predicted people utilization how the resource are allocated , is there any way that i can use any of the zoho products.

    • Ask the experts - A live Q & A discussion on Zoho Recruit

      We are delighted to come back with another edition of Ask the Experts community series. This edition, we'll be focusing on everything about Zoho Recruit. The topics will focus on the features that are used/asked by the majority of users and also based

    • Bug - OTP (email) and No Duplicates

      Scenario: Form with an email field, Validation: "No Duplicates" (because I want to ensure 1 entry per email). Embedded form into website (JS option). Enabled email based OTP. 1st test (via my website) - entered my email address - sent OTP - entered pin,

    • Personal Facebook page posting instead of Business Page

      I have a Facebook page that is associated with my Personal Profile and I am the Admin of that Page. I would like to schedule and Post to my Personal Page not the Business Page. Each time I try to connect to the "Page" it takes me to the Business Page. Is there a way of connecting to my personal page?

    • Fixed asset management

      I want to know if there is any individual module for fixed assets management

    • Recording depreciation of fixed assets as a percentage of residual value

      In India, fixed assets are depreciated as a percentage of their residual value at the beginning of each fiscal year. I went through the documentation for creating recurring journal entries, but could only find ways to depreciate by a fixed rupee amount

    • Next Page