Managing Omnichannel Communication With Zoho CRM

Combining various tools and resources on one central platform is the main driver behind the success of CRM solutions. Imagine a situation where you have an excel spreadsheet with your contacts or leads and have no clue when was the last time you called or emailed the records.

As a robust business solution, Zoho CRM has an overview of each record with details on communication, status, and scheduled actions so that you won’t miss a call or meeting. On top of the basic CRM functionalities, Zoho integrated all available communication channels into one platform and created an omnichannel environment with a seamless transition between different ways of contacting records.

This article will go through robust communication options available within Zoho CRM.

Email integration and analytics

CRM solution is a massive help to salespersons, but it is even more helpful if you have an integrated email client. Zoho CRM supports the integration of all major email platforms including Gmail, MS Outlook, Zoho Mail and Yahoo.

As a sales rep, you want to know if a prospect responded to your email. Zoho CRM email integration enables alerts from assigned records inside the solution. You can view and send emails directly from CRM, reply after timely notification, and add a follow-up to make notes.

The significant advantage of integration is the association of emails with the records. You won’t have to browse emails to find the last one from the lead, contact or other records. Instead, it will be assigned next to the record.

Email status option

Zoho CRM has many options for email status updates. Aside from delivery and when the mail was opened, you can see whether it was bounced, not received, or opened & not replied to. In addition, the solution allows you to create advanced filters to categorize leads that responded within a specific timeframe or by type of response. For example, did the lead respond positively and is it ready to close?

With this feature, you can create effective follow-ups and plan accordingly. CRM also allows you to schedule emails at the most effective time for each contact.

Another advanced feature is sending bulk messages for important announcements or business updates. Again, automation can add these options to workflow through easy one-time setup, and among available options, you can create auto-response to emails.

Zoho CRM email integration has a few other great features:

  • You can customize emails with specific fonts, signatures and brand images
  • Decide on who can see and access the right emails based on the roles in the CRM
  • Save templates and analyze which design had the best returns
  • Collecting leads using email parsers by automatically extracting information from incoming email


Zoho SalesInbox enables you to build on top of your email integration with Zoho CRM. The app will organize your messages based on the CRM pipeline and separate them in columns for leads, contacts and deals. This allows you to monitor your most important deals, handle your top contacts with the best care and drive your hottest leads to conversion.

Set detailed filters that reflect the sales priorities. SalesInbox can send you a notification when a contact responds to the email. Similar notifications can come for follow-up activities.

Email analytics

Zoho CRM builds on email client analytics by creating individual email reports for each salesperson. For example, you can see how many emails they have sent in a day, week or month. Analytics then show how many of those emails brought in leads, closed deals and in which time frame. In addition, such a tool can reveal inactive prospects based on how long they waited to respond.

Integrating telephony to Zoho CRM

While email is an invaluable sales and marketing tool, a direct call and conversation with the prospect can significantly differentiate between a cold and a warm lead or closing the deal. One of the challenges faced by most sales reps is tracking important phone calls, manual entry to the company system, and creating timely reminders for the next call.

With Zoho CRM, you can include telephony in the already robust solution. CRM supports integration with the most popular cloud telephony platforms including CloudTalk, Squaretalk, Zoho Voice, Twilio, Ring Central, Knowlarity, Kixie, and many others. In addition, you can integrate local or toll-free numbers, assign unique outgoing numbers to each sales rep, and start calling more effectively.

Once you connect telephony with Zoho CRM, you can measure the effectiveness of calls and their influence on sales. Then, you can make a call with a single click next to record (lead, contact, or other).

Zoho CRM will provide reminders for upcoming calls and notifications for missed ones so that you don’t have to think about it, among other tasks. In addition, the calls are automatically logged, so there is no need for manual entry after each call. Instead, you can add notes and create follow-up tasks or assign the record to other coworkers.

Within Zoho, you can create a plan for future calls based on previous dealings with the contact or the best time for the client. The call overview can help the team and managers to have better coordination.

Call effectiveness and analytics

Integrated telephony enables sales managers within Zoho CRM to track and monitor sales calls. As a result, they can better understand how team members are performing. It allows you to answer queued calls, teach new team members during the calls or even take over the call in crucial situations.

Zoho CRM provides call analytics. Charts and reports visualize the call data, can help with measuring sales team performance, and give insights on how to perform better.

Integrated social media channels

Social media are among the most critical channels for many brands, and the logical step for a powerful CRM solution is to integrate those social profiles. Zoho CRM can integrate Facebook, Twitter and Linkedin as additional communication channels.

If your company has separate social media profiles for products or services, Zoho CRM can add those profiles under a Brand. All brand profiles and settings are synchronized in real-time. As a result, you can get essential information from social media directly in CRM without going separately to the social media outlet.

You can create automation rules for social media engagement. For example, if someone mentions messages, replies, likes, or comments on social media, you can add that profile to leads or do other automated tasks.

Zoho CRM enables you to manage all social media conversations in real-time with leads or contacts on Facebook and Twitter. You can engage, share content and even close the deal from the Social Tab.

The Social Tab allows you to focus on social media conversations relevant to your business. You can follow posts and discussions from connected records to anticipate the best move. Social media integration also allows automated lead generation based on customer interactions. For example, you can automatically assign leads to sales reps through assignment rules.

Once contact is imported into Zoho CRM, you can follow the contact’s social media and other communication channels under the same profile. Real-time information allows you to respond quickly to tweets or posts and try to pitch your sale.

You can also create a listening stream on Social Tab to see what prospects or competitors say about your brand. Zoho CRM enables this feature with keyword tracking in the Monitor Tab.

Live chat integration

Finding leads is time-consuming and often exhausting business. So every tool that makes it a bit easier is a huge help. For example, Zoho CRM can integrate a live chat feature so that you can interact or save visitors to your webpage as leads.

Within CRM, you can see which pages visitors are browsing, and you can engage with them to send a targeted message through live chat. For example, sales reps or other team members can chat while working on CRM. They can also add visitors as leads and assign them to a team member from the chat window.

Since Zoho stores chat transcripts for each record, you will have historical data on prospect interaction and visits. You can know if this prospect is a recurring customer or new potential before you start chatting. The solution also sends notifications if you miss chat messages while offline.

Some websites can generate thousands of visitors. Zoho CRM can automatically segment them into leads and contacts. That can help you prioritize engagement based on the visitor’s status in the pipeline. In addition, such adjustments will help you personalize chat with prospects.

Zoho CRM creates live chat reports where customer segmentation is visualized in graphs. You can decipher where your visitors are coming from, what they look for, and other nuances. In addition, the reporting feature allows you to compare metrics over time to identify trends and better customer interactions.

Improve digital marketing with Smart web forms

Another valuable lead generation tool in marketing is web forms. However, creating forms can be tedious, and extracting quality data is a lot of work. Zoho CRM has a web forms feature with pre-built templates that can spark your digital marketing campaign and generate leads.

Using a web form editor, you can create web forms without coding knowledge. It works on the drag and drop principle, so you can add all important ingredients like email, personal data, opt-ins, etc. You can easily host Zoho CRM web forms on WordPress, Google Sites, Joomla and any other CMS platform.

Zoho CRM web forms can capture website visitor information directly in CRM. You can then verify, approve and automatically assign prospects to team members with round-robin allocation.

Webform analysis

You can monitor detailed metrics on prospects’ behavior on web forms like average time spent, abandon rate, field drop rate, etc. Such webform analysis can help you pinpoint the reasons behind customers leaving, and it gives you a tool to make better forms.

Webforms feature lets you measure how different forms are performed based on individual fields, geographical data and other elements. You can also create A/B testing forms with different fields, call to action or design. Once you have the winner, use the best option for your landing pages.

Webforms can generate a lot of contacts, but not all are equal leads. You can approve genuine leads and automatically assign follow-ups to team members.

Fuel self-service sales through client portals

Zoho CRM allows you to provide access for clients, vendors or partners to parts of your CRM system through the portal functionality. For example, you can create a platform for the third party to view your products and services or update their contact information.

Each module in Zoho CRM can have permission to read, write, edit and comment. You can invite the contact to the portal and revoke the access. Portal can have additional password protection, so each invited user can only see their database. If you choose to, you can delete the portal at any time without losing CRM data.

There are a few neat use cases for portals.

Zoho CRM as e-catalogue

You can create a portal for prospects to browse through your products and services. Set up the company branding, and use parts of the CRM database by giving intended modules access permission.

You can create a Canvas view and easily navigate the display of your records. In addition, Zoho CRM Portals let you use images, tags, color codes, and more to create an e-catalog from your CRM database.

Quickly resolve order conflicts

With dedicated customer portals, you can quickly resolve any conflicts or disputes. As a result, you will save time and resources because you don’t have to work with clients through calls and emails. In addition, customers or vendors can view all their orders and leave comments if something has to change.

Partner relationship management

In Zoho CRM, you can give more permissions to partners. For example, they could potentially add channel leads directly to the sales pipeline through the portal. Vendors can also tag the lead’s current stage.

You can collaborate on deals and create co-branding opportunities for profitable relationships. Partners could view products and quotes and even make invoices if you give them access to manage inventory. You can also:

  •  Customize the partner view with different layouts and fields
  •  Collect notes with ideas from partners with access to your product or other modules
  •  Create training sessions or web conferences with Zoho Showtime integration

Online meeting app integration

Digitalization and modern tools have created more online meeting apps like Zoom, MS Teams, Skype, Join Me, Teamviewer, and Zoho Meetings. For example, Zoho allows you to integrate your preferred meeting app, create appointments in the calendar and send invites.

The purpose of CRM is to help sales reps manage records, and if you have them all in one place, it makes it that much easier, so you don’t have to switch between the apps. In addition, Zoho online meetings integration allows you to schedule, host or join online meetings from the CRM.

By having a favorite online meeting tool integrated, you can have better context for the meeting thanks to information about records in Zoho CRM.

Similarly to calls, you can start a meeting with one click. Set a reminder for the appointment, and start the meeting from the reminder notification. You can also improve attendance by sending meeting invites with links. There is also a reminder email automated option.

You can analyze the meetings with attendance data and follow-up activities to see how successful was the meeting. In addition, within Zoho CRM, you can share links to video recordings with your contacts.

zoho crm online meetings

Bottom line

Managing hundreds or thousands of records is a daunting task for a sales or marketing team. Seamless communication between team members and users is crucial for success. Zoho CRM has numerous integrated lead generation and customer communication channels, from classic email, and phone, to social media, live chat, video conference apps, and web forms.

The benefit of the omnichannel approach is a timely notification about each potential customer response. Whether the prospect commented on social media, responded to the email or attended an online meeting, you will have automated notification with possible actionable follow-ups.

Sales reps and teams won’t miss important prospect actions with the omnichannel approach. All critical stakeholders within the organization will be up to date on contacts, leads, deals and other records.


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