Zoho CRM: Identify Customer Trends with VoC Drilldown
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The impact of AI continues to expand, and with thousands of AI tools in the market today, nearly half are designed by businesses to enhance customer experiences. At the core of this lies the relationship between customer experience and cognitive data, both of which are deeply connected to human interactions. Zoho CRM’s VoC (Voice of the Customer) capabilities focus on uncovering these insights.
To better capture and utilize human experiences, Zoho CRM has been consistently enhancing its VoC features. Today, we’re excited to introduce another powerful retrospective analysis tool within VoC: customer drilldown.
Customer Drilldown
As the name suggests, customer drilldown allows you to explore the data points represented on a chart, displaying all the records that contribute to each value. This feature further empowers you to take action based on these insights.
A Closer Look at the Feature:
Chart DrilldownWhen clicking on a plotted data point, a sliding pane appears, showing a list of records that collectively contribute to the chosen value.
Customizing columns and adjusting text display.
Executing macros, sending emails, creating tasks, and managing tags.
Setting reminders, performing mass field updates, reassigning owners, and controlling cadences.
Adding records to campaigns, updating response statuses, generating mailing labels, initiating mail merges, and handling data processing operations.
Actions You Can Take on Drilldown Records:
Each drilldown provides a detailed list view of relevant records, allowing you to take quick actions, including:
For example, if you are running a marketing campaign and want to analyze customer sentiment after rollout, you can map sentiment trends against campaign weeks. This allows you to track behavioral changes in customer responses, identify specific participants in the sentiment cohort, and implement more targeted engagement strategies.
Another application is keyword analysis—where frequently used words by customers provide insights into their preferences. Larger fonts signify higher usage rates of particular terms, highlighting their importance. By examining common keywords, you can gauge their significance and further investigate the records that mention them, helping you better understand customer intentions on a larger scale.
For more details visit pfc-group.com .Related Articles
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