Introduction

Customer Feedbacks and reviews are very much inclusive of a business whether they sell products or services. A negative review or feedback can easily bring down the total reputation and image built by the organization over the years. Identifying the negative reviews, neutral reviews are far more important than acknowledging the positive reviews. With the evolution of Artificial Intelligence (AI), Low Code Technologies, any business with less investment can easily be able to respond and address the gaps/holes in their services or products.

Why Customer Feedbacks and Reviews need automation?

Let us say you are running a Distribution Chain where goods are being picked up from your Store/Supplier and delivered to end customers. Assuming your supply chain is fully automated with the different cycles/stages of the supply chain from your store to the customer's hands. You will definitely have your system tracking the delivery process in real time. Now, the biggest gap most businesses do not cover is to collect the review and address the concerns of the customers who either did not like your product or service or were completely dissatisfied with the post-sales support of your organization.

How do you ensure these types of customers who do not want to leave you and choose your competitor? Most importantly, how do you ensure these reviews are taken care of sincerely and addressed? With thousands and thousands of reviews written over the web for your product/services, you may not have the bandwidth to hand-hold each review and plan for addressing the concerns ASAP.

One of the ideal solutions would be to have an automated process to collect these reviews and classify them according to their sentiments.

What are the challenges in dealing with those reviews?

There may be numerous challenges to deal with the addressing of the feedbacks and reviews. However, we will cover the below items alone in scope for this discussion:

• Option to choose the familiar language of the customer to write his/her concerns

• Analyzing the sentiment of the customer upon receiving the review

• Translation of the customer's review language words into your support executive's Language (Or, in general, say English)

• Classification of the submitted reviews with proper demarcation of the Sentiments

How Zoho Creator and AI together solve the problem?

With your Zoho Creator developed low code application with Customer Portal support to your end customers, you will be able to provision the review functionality for each customer right away after receiving their goods/services.

Once the customer logs in to their portal, they will be able to see their orders and a review button attached for each one of their orders. Upon entering into the form via the review action, they will be prompted to choose their product(s) to give their feedback in the language of their familiarity.

AI Deluge API and Models supported by Zoho Creator will reduce the task of proofreading the content manually and classifying the same. In addition, the sentimental analysis support of the AI in Zoho Creator even helps in routing the concerns into a proper grouping for support executives to address. Further integration with Zoho Desk, a ticket can be raised real time as well.

Lastly, the AI Deluge API of multiple language translation support, neither the customer nor the support executive should be worried about communicating with each other for resolving and addressing the concerns.

Conclusion

As you see above, with the right tools in place like Zoho Creator Low Code platform developed applications, AI supported features, Ticketing system integration with Zoho Desk, the customers' reviews are collected in an organized way and addressed earlier.

Advantages of Zoho Suite   

Zoho Creator helps in preparing the relevant form and also generates document based on the template. The workflow optimization uses the Integration APIs of Zoho Writer helps in populating the template with right field values. Thus, it ensures error free documentation for the contract. Finally, with the e-Signature features of Zoho Sign helps in fully automating the overall business process and reduce the manual tasks and also storage of documents in electronic format. Finally, the productivity and cost saving is huge by having the simplified accurate process of contracts or legal documents. 

Conclusion  

Contracts, Legal Agreements and other key documentation processes involved in every big enterprise. These are time-consuming and also delay the execution of a contract. The adoption of cloud based Zoho Creator Low code app with the integration of Zoho Writer/Sign helps in solving these challenges effectively.

You can check this app for further information.

Introduction

In this blog, we will discuss about the usage of Customer Portal Users and the developer accounts relevant to Zoho Creator applications. The correct purpose and way to use these two different groups of users by configuring the right roles/permission sets will be discussed here.

Profile/Developer Accounts

These types of users are the internal organization users and the set of developers, application admins and other major players who are part of the company who purchased Zoho Creator and developed the application. They are responsible for configuration, development, managing master data, setting up workflows, roles, application setting changes, Audit management and backup management of the applications, etc.

They primarily have email accounts/login accounts that belong to the same domain as the subscriber/super admin account. For example, if the super admin/subscriber account belongs to XYZ.COM, all these set of users should have their email accounts come under XYZ.COM only.

At times, the developers may not belong to the same organization. In that case, if the external consultant who develops the application can be added into this set of accounts by configuring the account as a developer. This is the only exception where a developer account domain varies from the subscribed user domain. Rest of the users belonging to any other roles must be of this domain.

In terms of the user subscription for Zoho Creator, the licensing cost is decided upon the number of this group of accounts/users you have purchased.

Customer Portal Accounts

Customer Portal accounts are meant to be used by any users who are outside the organization and will be keen to use your application’s specific features. The users include your vendors, customers, visitors of your app who signed up, etc. Unlike the profile users, customer portal users can login via a portal which can be a default Zoho Creator Public domain or a custom domain which can be configured.

The portal users can be grouped based on different permission sets. Accordingly, you can restrict the use of a portal user to selectively see his/her records or reports alone. Other reports/forms will be completely hidden.

These set of users will be available as an add-on feature in Zoho Creator subscription. (As of date, this feature is available only for Premium Plans.)

Use Case

Set up Profile Account

To develop the application, you should have a developer account /super admin account to start with. Assuming this account is purely your application owner account.

The application can be developed in such a way that generalized forms like order entry, billing, order status, etc can be utilized by all franchises. Likewise, the design of relevant reports and pages should be done by this account.

Lastly, before on boarding all Franchises, you have to define the different permission sets. Let us assume the restaurants are present in New York, Chicago and San Francisco.

We have to create 3 different permission sets/groups and the relevant forms/reports mapping to these permission groups. The reports should be designed in a proper filter so that the records of particular location data should not be visible to another location.

Configure the customer portal domain according to the requirement of either the Zoho Default or a domain you own.

Setting up customer Portal Users

With the add-on purchased already for on boarding customer portal users, you can simply create the list of personnel’s and map them into the relevant group.

For example, person who is part of New York operations, must be configured under the New York Permission groups.

This person will receive an invitation email to Sign Up/setting up Password for the first time. Upon setting a password, he/she will be able to login to the portal and see the forms/reports relevant to his profile.

Also, this user has no visibility of data over Chicago and San Francisco Customer Portal users.

With the clear demarcation of customer portal users, an application can be made in a generic manner and can still solve the purpose of an organization which runs with different set of personnel with defined roles without compromising data breach.

For setting up multiple users/profiles, please refer the below blog:

https://www.rysats.com/blogs/post/zoho-creator-profile-setup-for-multiple-users

Support of Mobile App for both types of users

Zoho Creator Mobile App can be used by the profile users, Customer Portal Mobile App can be used by the customer portal users for mobile/tab usage.

Conclusion

As stated above, with the right choice of segmentation of user base, an application created in Zoho Creator can be efficiently managed with different user base with clear split of their roles/permissions/access requirements with a single application.