Zoom

A step-by-step guide to managing your Zoom integration with CustomerIQ

Before You Begin

Before you connect CustomerIQ to your Zoom account, please ensure the following prerequisites are met:

  1. CustomerIQ Admin: You must be a CustomerIQ admin to connect the app.

  2. Zoom Admin Permissions: You must have admin permissions in the Zoom account you intend to connect.

Adding the App

Follow these steps to add Zoom to your CustomerIQ workspace:

  1. Login to your CustomerIQ Account: Open your browser and navigate to CustomerIQ.

  2. Go to the Zoom Integration: As a workspace admin, click on "Settings" (gear icon) in the top menu and select "Apps & Integration" the select "Configure" on the Zoom integration card.

  3. Authenticate Zoom: Click the "Authenticate" button and follow the on-screen instructions to authorize and add the app to your workspace.

If you encounter any issues while adding the app, please contact support for assistance.

Feature Overview: Zoom and CustomerIQ

Automated transcript submission

Description: Automatically add recorded transcripts to CustomerIQ folder

Use case: After any recorded call, sync the transcript with CustomerIQ folder

Prerequisites:

  • Ensure your Zoom account has a Business, Education, or Enterprise license

  • Ensure you have authorized the CustomerIQ app with access to your Zoom account.

Set Zoom to Automatically Record Meetings

Automatically recording meetings is the easiest way to get transcripts into CustomerIQ

  • Sign in to the Zoom web portal: Go to the Zoom web portal (https://zoom.us/) and sign in with your admin credentials.

  • Navigate to Account Settings:

    • In the navigation menu, click on "Account Management" and then "Account Settings" (or just "Settings" depending on your Zoom version).

  • Enable Automatic Recording:

    • Under the "Recording" tab, look for the "Automatic Recording" option.

    • Toggle the switch to enable it.

    • Cloud recording is required to integrate with CustomerIQ

  • Apply the Setting to All Users:

    • If you want this setting to apply to all users within your account, click on "Lock" to make it mandatory for everyone.

  • Group-Level Settings (Optional):

    • If you want to apply automatic recording settings to specific groups instead of the entire account, navigate to "Group Management" and choose the group you want to apply the setting to.

    • Under the group's settings, go to the "Recording" tab and enable "Automatic Recording" similarly to the account-level settings.

  • User-Level Settings (Optional):

    • Individual users can also enable automatic recording for their meetings by navigating to their personal settings. However, if you have locked the setting at the account or group level, individual users will not be able to change this setting.

  • Delete cloud recordings after a specified number of days

    • To avoid causing unnecessary overages in your Zoom account, we recommend setting Zoom to delete cloud recordings after 30 days. This option can be found in the recording tab

Automated CRM Data Entry

Description: Automatically populate CRM data entries from Zoom call transcripts.

Use Case: Sales teams can use this feature to ensure that all call details are accurately recorded in the CRM without manual data entry, saving time and reducing errors.

Prerequisites:

  • Ensure you have authorized the CustomerIQ app with access to your Zoom account.

  • Ensure your CRM system is integrated with CustomerIQ.

  • Ensure you have setup custom properties and descriptions to guide CustomerIQ to look for the correct data.

  • Ensure you have mapped your integrated CRM with your custom properties.

Create Follow-up Tasks

Description: Generate follow-up tasks based on call highlights.

Use Case: Workspace users can easily create tasks for follow-ups based on the insights extracted from the Zoom call transcripts, ensuring that no important action items are missed.

Prerequisites:

  • CustomerIQ app must be authorized and installed.

  • A configured CRM system to receive tasks.

Identify & Track Customer Needs

Description: Analyze Zoom call transcripts to identify and categorize customer needs.

Use Case: Product and marketing teams can use this feature to gather insights from customer calls to inform product development and improve customer satisfaction.

Prerequisites:

  • Ensure the CustomerIQ app is installed and authorized.

  • Access to Zoom call transcripts for analysis.

Removing the App

To remove the CustomerIQ app from your Zoom account, follow these steps:

  1. Login to your Zoom Account: Open your browser and go to the Zoom website.

  2. Navigate to the Zoom App Marketplace: Click on "Solutions" in the top menu and select "App Marketplace".

  3. Manage Added Apps: Click "Manage" and then "Added Apps".

  4. Find CustomerIQ: Search for "CustomerIQ" in your list of added apps.

  5. Remove the App: Click on the "CustomerIQ" app and then click "Remove".

Implications of Removing the App

  • Removing the CustomerIQ app will disconnect it from your Zoom account.

  • CustomerIQ will no longer have access to your Zoom call transcripts or any other data.

  • Any automated CRM entries, follow-up tasks, or customer insights generated by the app will no longer be created from new Zoom calls.

Data Removal

  • To remove data associated with your Zoom account within CustomerIQ, go to the folder where Zoom transcripts exist and delete all submissions from that folder.

  • This action will delete any call transcripts, highlights, and analysis stored by CustomerIQ.

If you have any specific requirements or need further assistance, please contact our support team.

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