Enhance customer experience management by harnessing, analyzing, and sharing the Voice of the Customer (VoC)
Voice of the Customer (VoC) is a process organizations use to collect direct and indirect customer feedback, manage it, and act on it to build improved products, services, and/or experiences.
New technologies make it possible for companies to not only harness the VoC, but also assess and share it, enabling customer-centricity and cross-function collaboration.
Due to its many facets, VoC solutions boast several nifty features. Here are 20 of the best examples suitable for businesses in 2023.
Qualtrics surfaces the voice of the customer (VoC) across numerous customer engagement channels. The provider also offers powerful analytical tools to find hidden insights from open text feedback, thanks to a predictive intelligence engine called iQ. In addition, after its acquisition of Clarabridge, the provider can now track customer effort, sentiment, and intent. According to the 2021 Gartner Magic Quadrant for VoC, Qualtrics is one of four market leaders. The others are Medallia, InMoment, and ConfirmIt.
Medallia is a pioneer in developing VoC programs. It uses omnichannel, real-time software to analyze and predict customer behaviors, act in the moment and support contact center routing strategies. The solution also makes sharing customer and employee feedback simpler across the enterprise, attracting customers such as Samsung, Airbnb, and Mercedes-Benz.
InMoment offers a solution that aims to deliver insights that support customer, employee, and business outcomes. To meet this goal, the company has partnered with QuantumMetric to aggregate and measure effort, emotion, and intent across all interactions and channels, even those automated by bots. As such, companies can enhance CX strategy and design alongside case management, data collection, and reporting processes.
ConfirmIt is a self-service solution that transforms VoC data into visualized stories, painting a picture of the “how” and “why” behind customer behaviors. It does so by providing users with the tools to generate actionable feedback at moments that matter. The vendor also offers social analysis, studio reporting, and mobile app tools.
Integrating with CXOne, the NICE CCaaS solution, Satmetrix provides sophisticated VoC analytics that fuels many intelligent CX initiatives. Proactive customer service is an excellent example, as the solution uses its customer insights to generate relevant alerts to customers that may reduce the chances of churn or increase their value. Such innovation earned NICE Satmetrix “leader” status in the 2021 VoC Spark Matrix report, alongside Qualtrics and Medallia.
In 2018, customer engagement company Verint acquired Foresee, a leading cloud VoC vendor. Now integrated into the Venrint CCaaS solution, its users benefit from causal modeling, predictive analytics, benchmarking, and many more newfound capabilities. The move has enabled many contact centers to move beyond surveys as their primary VoC tool, automate analysis, and connect feedback siloes to drive CX improvement.
SMG aims to transform how brands react to CX insights. It assists users in creating alignment across the customer journey, enabling feedback collection, and delivering insights quickly. It leverages powerful analytics, including AI/ML-based text analytics and cross-channel journey analytics, to harness more accurate VoC data.
Alida offers VoC solutions that provide actionable customer intelligence to support marketing campaigns, increase loyalty, and improve customer experiences. Users can discover and act on customer insights, cutting across numerous industry sectors and organizational needs – such as healthcare, technology, media, retail, etc.
While Concentrix is best known for its leading CX consultancy, it provides solutions to assist businesses in learning from customers and employees through feedback. Its VoC tools also help predict behavior and execute actions designed to enhance loyalty and profitability. Customers also benefit from the deep expertise of the Concentrix team. In 2021, Forrester Wave named Concentrix a “Strong Performer” in Customer Feedback Management Platforms.
Most widely known for its free surveying solution, SurveyMonkey also offers premium AI-powered VoC tools that gather structured VoC data to generate rapid insights. Many of these come through in real-time to inspire immediate action. The solution also offers several expert-written survey templates that make it easier to launch VoC programs, even without existing analytics capabilities.
CustomerGauge focuses on ease of use and quick time to insight, enabling businesses to understand VoC and respond to customer feedback in the most effective ways. According to Gartner’s Critical Capabilities Report for 2020, CustomerGauge ranked among the highest performing VoC vendors for B2B use cases. In achieving this ranking, the vendor beat out several other VoC vendors, including Qualtrics and Medallia.
Alchemer (formerly SurveyGizmo) helps businesses of all sizes to understand and transform their interactions with customers and employees. It offers solutions like customer surveys to collect VoC data while conveniently disbursing survey insights throughout the organization with automation tools and pre-defined workflows.
QuestBack provides survey templates, advanced customer reporting, and a simple mechanism to interact with customers directly. In 2015, it launched Ask & Act, an innovative survey management tool that enables small-to-medium-sized businesses to gather valuable VoC insights from customer and employee experiences.
QuestionPro offers pre-built survey templates for Customer Effort Score (CES), Net Promoter Score (NPS), and loyalty index. It also provides free sample questionnaires designed by experts and tailored to get valuable data from consumers. These templates are ready for immediate deployment and evaluation – so that users can start their VoC programs right away.
Upland Software helps businesses achieve digital transformation by providing a cloud software library that offers choice, flexibility, and value. It also empowers users with real-time alerts, which allows them to respond to customers more efficiently. Its VoC solution, called Rant & Rave, takes an emotion-led approach to feedback collection so that organizations can accurately predict customer behavior.
CustomerThermometer divides its customer survey approach into four stages: create, send and capture, report and share, and – finally – manage. At each stage, CustomerThermometer offers many nifty tools. For example, its “create” tools include an instant survey design wizard, email signature options, a survey archive, and much more. The vendor suggests that its clients often realize an 80+ percent response rate thanks to these features.
ResponseTek assists businesses in obtaining valuable customer opinions about their brand through a variety of collection methods. This includes email and SMS surveys, social listening, computer-assisted telephone interviewing, etc. Users can choose the most convenient and appropriate approach for their VoC program before kickstarting it, monitoring its success, and actioning the generated insights.
SurveySparrow leverages VoC technology to create a program divided into four stages: setting the program objective, gathering data, interpreting the results, and enforcing measures. It uses pulse surveys and website chatbots to collect the data. Its SurveySparrow toolkit includes an extensive reporting module that provides users with detailed VoC graphs, pie charts, histograms, etc.
AskNicely utilizes a cloud-based VoC survey software to assist businesses in creating custom surveys from scratch and analyzing the data collected. It also boasts a recognition tool that catches contact center agents doing things that please customers and highlights possible improvement opportunities.
CustomerSure empowers small-and-medium-sized businesses to improve CX with VoC insights. The vendor provides the tools to send surveys at the optimal time, manage responses, and use the results to segment customers. It also enables real-time alerts, daily personalized digest reports, and workflow tracking.
Eager to learn more about the fundamentals of VoC? If so, check out our article: What is the Voice of the Customer (VoC)?