Voice of the Customer
Survey Comparison
The Survey Comparison dashboard is extremely helpful for marketing exercises and also for improving your products/services based on customer feedback. If you want to analyze customer feedback specifically from surveys and draw insights by comparing a ...
Competitor analysis
Competitor analysis is a key area in Voice of the Customer programs in understanding your customers and empathising with them. As part of this exercise, you would conduct campaigns and send out surveys to monitor your customers' sentiments about your ...
Personal customer insights by VoC
NOTE: Permission required: View record level insights: Users with this permission can access and view insightful charts in eligible records from the modules for which VoC dashboards have been created. "The best vision is customer insight" - Malcolm ...
Sentiment based profile analysis
The customers are categorized as promoters or detractors based on the sentiment of their feedback. This computation only takes the number of customers into account. 1. Customer Trends The customer trend is calculated based on a customer's sentiment ...
Response based sentiment analysis
Response-based sentiment analysis Zoho CRM makes a sentiment analysis on your customers' conversations on different communication channels such as email, surveys, calls, and customer support tickets. This analysis is presented in the form of various ...
Create custom dashboards
VoC offers insights through a diverse set of standard dashboards across multiple categories. In addition to that, VoC also supports creation of custom dashboards (User created dashboard), allowing users to customize the insights to their specific ...
VoC Dashboards in Zoho CRM — A Detailed Study
VoC Dashboards — An Overview The insights on VoC are presented in the form of various dashboards under specific categories. In order to understand these insights and use them to make informed decisions you must learn what the various types of ...
Voice of the Customer Settings — Enabling, disabling and more.
Enabling VoC CRM admins can enable the feature in the organization's CRM account from Setup. Navigate to Setup > Zia > Voice of Customer . Click Get Started in the VoC landing page. In the Voice of Customer activation page, click Activate. Once the ...
Voice of the Customer — Scope
What is the Voice of the Customer (VoC)? The biggest driving force that continuously propels an organization forward in its growth and efforts, is their constant will to satisfy their customers' needs and keep delighting them. On that note, Voice of ...
Conduct root-cause analysis in VoC
Root-cause analysis (or RCA, as it is popularly called) is an investigation businesses do to identify the underlying cause or insufficiency that triggered a loss or created a problem in the business. The activity entails defining the problem and ...
Popular Articles
Managing List Views
A List View is grouping of records based on a defined set of criteria. List Views are beneficial for displaying customer specific data according to your business requirements. For example, you may be interested in following-up on the leads created ...
Migrating Data Between Zoho CRM Accounts
Retrieve Data files from Zoho CRM If you are planning to use a backup of data from Zoho CRM to import, the file structure does not change. If you exported data from another CRM, use the following folder structure: The Data folder should contain all ...
Setting up portals and inviting users
Portals in CRM are designed for the administrators to extend CRM access to their contacts, vendors or partners. A portal user can access the modules and some of the associated data that they have been given access to, such as products, invoices, and ...
Including Opt-in Checkbox in Web Forms for Consent
You may already have some Zoho CRM web forms in use that are published in your website. You need to follow the steps given below to add a consent checkbox to those web form. The same steps can also be followed to include consent checkbox in a new ...
Configuring Workflow Rules
Workflow Rules in Zoho CRM, are a set of actions (email notifications, tasks and field updates) that are executed when certain specified conditions are met. These rules automate the process of sending email notifications, assigning tasks and updating ...