Zoho CRM Gets Smarter: Introducing VoC in Kiosk Studio for Better Call Operations

Zoho CRM Gets Smarter: Introducing VoC in Kiosk Studio for Better Call Operations

Dear Customers,

We hope this message finds you well!

Zoho  first introduced Voice of the Customer (VoC) for Zoho CRM, our goal was clear—understand what your customers are truly saying. Over the past few years, VoC has matured from just collecting feedback to enabling real action based on that feedback. In essence, it’s customer experience driving better customer experience.

Today, Zoho introduce the next phase—User Experience, enhanced through Kiosk Studio.

A Quick Note on Kiosk
Kiosk is a powerful no-code, self-service tool that lets CRM users access data and perform actions quickly. You can retrieve CRM records, submit new information, set up conditional workflows, and configure quick actions from Kiosks placed anywhere in Zoho CRM.

Now, with VoC integrated into Kiosk, your team can instantly factor in customer insights while interacting with CRM—resulting in faster, more informed decisions.

Bringing VoC Insights into Kiosk  

Experience matters—whether it’s CX or UX.
Behind every action is a human, shaped by emotions, preferences, and unique viewpoints. Understanding this human layer is critical for engagement, retention, and recovery strategies.

That’s why integrating VoC into Kiosks isn’t just helpful—it’s essential. Here’s how it transforms user experience:

1. Handling Escalations with Empathy  

Leaders and escalation managers often face tense situations, and resolving them requires more than just solutions—it requires context. With VoC insights right in the Kiosk, managers can get a clear picture of the customer’s emotional state before initiating a resolution.

Set up tip: Use Kiosk to display VoC feedback directly on the homepage or a dedicated screen.

Result: Managers engage with better understanding, leading to faster, more empathetic resolutions

This is how the escalation manager can make use of VoC insights in Kiosk:
Kiosk rendering VoC insights associated to the homepage:



2. Gauging Product Response Effectively  

Marketing success often starts with understanding how customers react to a new product. Before launching campaigns, Kiosk can show you VoC data to measure interest and intent.

For example, you can filter:

  • Intent: Query, Request, or Purchase

  • Sentiment: Positive

  • Emotion: Enthusiasm, Trust, Gratitude

  • Mentions: On social platforms like Twitter (X) or Facebook

Use these insights to identify interested customers and even spot brand advocates who’ve shared their thoughts online.

3. Improving Patient Engagement in Healthcare  

In the healthcare space, trust is everything. From booking to discharge, every interaction counts. VoC insights via Kiosk help hospitals respond more thoughtfully to patient concerns.

Use cases include:

  • Identifying negative post-care feedback using keywords, emotions like Discontentment, or NPS scores below 3.

  • Allowing counselors to view emotional history before sessions for better preparation.

  • Helping doctors review previous issues, allergies, and emotional cues ahead of virtual consultations.

All this can be done right from Kiosk, making every interaction more personalized and informed.

Explore These and More Use Cases  

These are just a few ways VoC can enhance your CRM experience through Kiosk. For a deeper dive into setup and customization, we recommend checking the official help documentation.


New Addition: VoC Charts in Dashboards  

Zoho have also made VoC components available for homepage dashboards. Now, you can create custom dashboards focused entirely on VoC data, giving you quick insights at a glance.

This update is available to all customers with VoC enabled in their CRM.Zoho is  confident that these features will help you to drive better decisions, faster actions, and meaningful customer engagement.

For more details visit pfc-group.com.