Zoho CRM: Turning Customer Voices into Meaningful Actions
Zoho introduced a transformative upgrade to the Voice of Customer (VoC) feature in Zoho CRM—the power to take meaningful actions!
Customer feedback is the foundation of an excellent customer experience. In today’s customer-centric world, feedback plays a pivotal role in shaping how a brand is perceived and its growth trajectory. As both a methodology and a tool, VoC meets this need by capturing and analyzing feedback.
How It Works
This enhancement builds on our recently introduced cross-module filtering capability, which lets you filter records in one module using data from related modules. For instance, filtering contacts based on associated deals in the Negotiation stage.
The same functionality now powers VoC, aggregating feedback as related modules for analysis. Although these modules aren’t directly visible, their attributes are accessible as filters in modules where VoC dashboards are active.
VoC-Related Modules and Their Filters
VoC Events
VoC events track actions or occurrences in customer records tied to their feedback. Whether positive or negative, these events help you tailor your responses.
Key filters include:
Churn Events: Identify customers who churned during or after a response and use insights to prevent future churn.
Lead Events: Spot leads that were converted or lost after feedback.
Deal Events: Filter deals won or lost following a customer’s response.
Recommendation Events: Highlight transactions influenced by cross-sell recommendations.
Call Performance Events: Locate records linked to resolved issues or fulfilled commitments.
Responses capture emotions, sentiments, intent, and NPS scores. Use these filters to prioritize records based on customer sentiments, purchase intent, or dissatisfaction, allowing you to focus on retaining at-risk customers or converting potential buyers.
VoC Keywords
Keywords reveal customers’ intentions, emotions, and decision-making processes. Filters allow segmentation based on:
Keywords (purchase, complaint, query, etc.).
Sentiments (positive, negative, or neutral).
Keyword usage (by customers or agents).
Note: We've renamed the previous related module, VoC Inferences, to VoC Keywords to provide a clearer description of its function.
Practical Application
For customer-focused businesses, these filters are invaluable. By identifying customer sentiment, you can craft personalized retention strategies, prevent churn, and enhance overall customer experience.
Availability
This feature is live for all users across all data centers.
We hope these advanced VoC filter attributes enable you to deliver richer, more contextual interactions with your customers. Start leveraging them today to take your customer engagements to the next level!
For more details visit pfc-group.com.Related Articles
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