Zoho CRM - New Timeline Interactions Tab

Zoho CRM - New Timeline Interactions Tab

December 2023
Zoho CRM Enterprise and Ultimate Editions - Leads and Contacts Module
Release Plan: Being rolled out to customers in a phased manner from the middle of January 2024
As well as revamping the Zoho CRM Timeline, Zoho have added a new element called the Interactions Tab. The Interaction tab gathers Signals and follow-ups from a wide set of tools like Zoho Campaigns, Zoho Desk, Zoho Backstage, Zoho Phonebridge - Calls, Facebook, etc. These are called Mediums. Zoho CRM Users can:

Unlock powerful insights with the Interactions tab! Your customer-facing teams can:

  • Track a customer's journey from lead to current status.
  • Analyze follow-up gaps and their impact on interactions.
  • Identify unattended customer touchpoints.
  • Monitor the most responsive communication channels.
  • Review interactions leading to key milestones.
  • Gauge interest levels through customer signals impressions.



Signals and follow Ups

In the customer journey, actions taken by the customer are signals, and your organization's responses are follow-ups. The Interactions tab captures this unique journey, presenting signals on the left and follow-ups on the right for each record.

Impressions and Status

In specific channels, signals and follow-ups offer extra details:
  1. Signals reveal impressions, like the number of survey questions answered, indicating interest levels.
  2. Follow-ups show status, such as Attended or Unattended for a sales rep's call.

Mediums

Signals and follow-ups aggregate from various channels like Email, Zoho Desk, Zoho Meeting, Zoho Webinar, Zoho Backstage, etc., termed as mediums in the Interactions tab.

Milestones

Milestones punctuate the customer journey, reflecting significant steps. Track them based on values in the history-tracking enabled picklist in Leads or Contacts modules.

Time Gaps and Orphan States

Analyze responsiveness by assessing time between touchpoints. Orphan states signal prolonged gaps between signals and follow-ups.

Filters

Filter the journey by mediums, specific users, or time periods for targeted insights.

Views

Interact with the tab in three modes:
  1. All: Displays all aspects (signals, follow-ups, and milestones) of the customer's journey.
  2. Signals: Focus on signals issued by the customer. It highlights the final follow-up before each signal, streamlining your focus.
  3. Milestones: Concentrates on milestones and the last touchpoint before each significant step.

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