Zoho has upgraded its customer experience (CX) platform by rolling out new AI features, driven by its proprietary AI engine, Zia. The goal is to simplify CRM, make it smarter, and usable by every department in an organisation and not just sales.
“Many people across departments need access to customer information, yet CRMs have traditionally been limited to sales,” explains Veerakumar Natarajan, Country Head, Zoho Kenya. “With CRM for Everyone, we’re democratising access and simplifying system use through Zia’s capabilities.”
The new updates make CRM more intuitive and accessible than ever before. Zia, Zoho’s in-house AI, now enables users to generate reports, create custom modules, and even automate workflows using simple natural language prompts.
Want to redesign a CRM dashboard? You can now use the new Image to Canvas feature to transform a static image into a live interface element—no coding required.
Any user can set up permissions, data fields, and workflow automation across teams. For small to mid-sized businesses and non-traditional CRM users like marketing, finance, and operations teams, this is useful.
This update has added two major features, these are: Connected Records and Connected Workflows.
- Connected Records – These ensure all customer interactions and data, from sales to support to finance, are automatically linked across all departments.
- Connected Workflows – This handles tasks and handoffs between multiple teams. From onboarding a new client to handling post-sale support, everyone from marketing to legal can stay up-to-date with contextual information.
These features remove the discrepancies that often exist between departments and help companies deliver consistent, informed service at every touchpoint.
Affordability and Privacy
Non-sales team users can access CRM starting from Ksh 720 per user/month. As expected, the AI tools are included in most licenses.
Zoho has also revealed that. Zia is not trained on customer data, and the company commits to delivering useful AI tools without compromising data integrity or privacy.