Compare the Top Voice of the Customer Software in 2024
Voice of the customer software provides businesses with the ability to capture customer feedback in a number of different formats. It enables companies to track customer opinions over time and quickly respond to their needs. The software also allows users to analyze data, identify trends, and develop strategies for improvement. By utilizing its powerful reporting capabilities, users can gain insight into customer sentiment and make more informed decisions. Additionally, they can access valuable metrics such as product or service usage and purchase history. This comprehensive tool makes it easy to prioritize customer issues and take appropriate actions in a timely manner. Here's a list of the best voice of the customer (VoC) software:
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1
Sogolytics
Sogolytics
Sogolytics is an experience management platform that enables companies to collect, analyze, and utilize customer and employee data to fuel business growth. Organizations across industries leverage Sogolytics to monitor interactions at all customer and employee touchpoints. Best-in-class reporting provides real-time, actionable insights to predict and mitigate potential issues. SogoCX enhances every aspect of an organization's customer experience. This means: improved conversion rates, streamlined data management, and understanding customers to drive return on investment. With SogoCX, organizations leverage touch points to measure key metrics such as NPS, CSAT, and CES. SogoEX is an employee experience management software for organizations to gather and utilize data to increase engagement and minimize turnover. The platform was designed to allow HR and leadership to drive organizational change through real-time feedback collection, employee engagement, and an exchange of ideas.Starting Price: $299 per year/user -
2
Checker Software
Checker Software Systems
Checker offers an integrated market research platform, allowing to conduct Mystery Shopping, CX/VoC, and VoE surveys efficiently. Founded in 2005, the platform has grown exponentially with more advanced features that combine Mystery Shopping with Customer experience management through multichannel data collection, complete operational workflow, and unified reporting tools. Checker is not only a Mystery Shopping solution but also a full-fledged survey platform, that can help conduct client feedback surveys and customer satisfaction campaigns: Mystery shopping software; CATI surveys; CAPI surveys; CAWI surveys (Internet surveys, Email surveys, SMS surveys); Retail audit. The ability of Checker to provide end-to-end enterprise-level solutions and excellent customer service has won its global recognition worldwide, reaching new partners and clients across 4 continents. -
3
Alchemer
Alchemer
Alchemer offers the world’s most flexible feedback and data collection platform that allows organizations to close the loop with their customers and employees quickly and effectively. Our mission is to give every customer and employee a voice, and to make every voice matter. Alchemer serves more than 13,000 global CX, HR, and market research customers, including many Fortune 500 companies. Alchemer Survey is the industry leader in flexibility, ease of use, and fastest implementation. Market researchers, CX and other feedback professionals can get the feedback they need with the most question types and no pay-per response fees. Alchemer Workflow is the fastest, easiest, and most effective way to close the loop with the customers and employees who give you feedback, so you can increase retention, adoption, growth, and advocacy. Alchemer Mobile delivers actionable mobile customer feedback so you can improve your customers’ experiences with your mobile app. -
4
Hotjar
Hotjar
Understand how users are really experiencing your site without drowning in numbers. Traditional web analytics tools help you analyze traffic data. But numbers alone can’t tell you what users really do on your site — Hotjar will. Track Customer Satisfaction (CSAT), Net Promoter Score (NPS®) & the Voice Of Customer (VOC). Eliminate guesswork by watching Session Recordings and see how people are really using your product. Empathize with your users and see where they get stuck. Look at user behavior and ask the right questions at the right time. Hotjar works out of the box on most popular platforms. Visualize behavior – Understand what users want, care about and do on your site by visually representing their clicks, taps and scrolling behavior – which are the strongest indicators of visitor motivation and desire. See what your users see – Eliminate guesswork with Recordings of real visitor behavior on your site.Starting Price: $99 per month -
5
TrustRadius
TrustRadius
TrustRadius is a review site for business technology. Optimized for content quality and data integrity, we help buyers make better product decisions based on unbiased and insightful reviews. We also help vendors harness and scale the authentic voice of their customers. Every reviewer is verified by multi-step processes to ensure only genuine product reviews surface. We don’t sell leads or paid placements. Vendors can’t skew results, period. Each review is vetted for quality, depth, and detail by our Research Team before publishing. Our reviews average more than 400 words. -
6
Clari Copilot
Clari Copilot
Clari Copilot (previously Wingman) turns your revenue team into serial closers by helping them win every revenue-critical moment. With Clari Copilot’s conversation intelligence platform, reps and managers have everything they need to compete fiercely, spot revenue leak, and close deals faster. With Clari and Clari Copilot coming together, you have everything you need to run revenue on one platform. With Clari Copilot, your conversation data lives right where your sales team works, in Clari. Top sales teams at Chargebee, Oktopost, PartsBase and Properly Homes trust Clari Copilot to run their revenue.Starting Price: $500 per user per year -
7
Informizely
Informizely
Get to the “why” of your customers by surveying them in your website, web apps and emails. Informizely helps you to quickly get winning insights into your customer's motives. To improve your website, products, service and conversion rate. Capture the voice of your customers and uncover deep insights into your customers' experiences and motives. Obtain winning insights to create and improve great products and websites that your customers love and promote. Grow sales, increase conversions, optimize conversion funnels, build brand loyalty and improve retention. Show targeted slide-in and pop-up surveys on your website at exactly the right time. Embed a survey inline in your web page. It shows automatically when scrolled into view. Get deep insights using full page questionnaires, distributed by a public link. Embed NPS, CES, rating and choice questions directly in emails and web apps.Starting Price: $59 per month -
8
Qualified
Qualified.com
Qualified helps companies generate pipeline, faster. Tap into your greatest asset - your website - to identify your most valuable visitors, uncover signals of buying intent, shape sales and marketing campaigns, and instantly start sales conversations. Qualified is the #1 pipeline generation platform for revenue teams that use Salesforce. Qualified helps leading B2B companies tap into their greatest asset - their website - to identify their most valuable visitors, uncover signals of buying intent, shape sales and marketing campaigns, and instantly start sales conversations. Powered by the Xforce platform, Qualified is uniquely designed for Sales Cloud customers and offers two core products: Qualified Conversations and Qualified Signals.Starting Price: $3,000 -
9
VideoPeel
VideoPeel
Remotely collect customer videos in seconds for video testimonials, voice of the customer, and video messages.Starting Price: $49/month -
10
Stratifyd
Stratifyd
You don't know what you don't know. Stratifyd is designed to find the trends and anomalies that point to changes you need to make in your customer, product, and employee experiences. Capture and connect voice of the customer data from any source— first- and third-party data, social, chat, speech, reviews, and more, into a single secured and trusted Experience Analytics Platform with our expansive library of experience, operational, behavioral, public data, and open API sources. Quickly drill down to the moments that matter by harnessing the power of Smart AI. Take charge of a 24/7 stream of customer experience, behavioral, and operational data to reveal and predict key topics, anomalies, sentiment, and trends, no data science or coding required. Show customers you’re truly listening to their experience. Reduce churn, drive loyalty, and improve efficiency by automatically acting on the insights that matter.Starting Price: $1000 per year -
11
Howazit
Howazit
Collect customer feedback at relevant touchpoints, measure customer experience, including metrics like NPS, CSAT and CES, and then take smart actions based on collected feedback to improve customer experience and business performance. Collect inputs from consumers while perfectly balancing between top user experience and the need to have as much relevant data as possible. Howazit business logic engine enables advance customizations capabilities through the entire customer journey.Starting Price: $150/month -
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Octoparse
Octoparse
Quickly scrape web data without coding. Turn web pages into structured spreadsheets within clicks. Point-and-Click Interface - Anyone who knows how to browse can scrape. No coding needed. Scrape data from any dynamic website. Infinite scrolling, dropdowns, log-in authentication, AJAX. Scrape unlimited pages. Crawl and scrape from unlimited webpages for free. Execute multiple concurrent extractions 24/7 with faster scraping speed. Schedule to extract data in the Cloud any time at any frequency. Anonymous scraping minimizes the chances of being traced and blocked. We provide professional data scraping services for you. Tell us what you need. Our data team will meet with you to discuss your web crawling and data processing requirements. Save money and time hiring the web scraping experts. Octoparse has gone live for over 600 days since it was first released on March 15th, 2016. We’ve had an awesome year working with all of our users.Starting Price: $79 per month -
13
LoopVOC
LoopVOC
The voice of your customer comes from more than just surveys. Customer feedback insights. Aggregated across channels, analyzed with AI in real-time, and delivered to SaaS leaders to drive better growth strategies using LoopVOC. All of your customer feedback together and analyzed in one place. AI-powered text analytics serve up customer insights so that you can spend less time searching for the problem and more time creating the solutions. And because our topic-modeling is out-of-the-box, and specific to B2B SaaS, your team can get started right away. It’s real time voice of the customer. No more guessing about what customers want. With visibility into the greatest risks and opportunities across the customer journey, your team can proactively identify issues impacting growth and build a collaborative customer program that drives impact for your customers and your bottom line.Starting Price: $149 per month -
14
Verascape
Verascape
Reduce the burden on live agents AND lower contact center costs. Conversational AI virtual agents supplement live agent support and improve the customer experience. Virtual agents take care of repetitive and mundane transactions, so your live agents are available for high value, trust-based interactions. No upfront costs. No setup fee. You only pay for successful transactions. Rapidly derive customer intent with easy-to-use, intelligent, natural language customer interactions. Speak in one voice across all customer communication channels, both voice and digital. Verascape’s intelligent virtual agents rapidly derive customer intent through the power of machine learning and advanced AI analytics. Since Verascape integrates with every IVR, contact center platform, and data repository, our cloud-based Self-Service as a Service solutions seamlessly integrate with your existing technical environment.Starting Price: $0.40 -
15
Repustate
Repustate
Repustate provides world-class AI-powered semantic search, sentiment analysis and text analytics for organizations globally. It gives businesses the capability to decode terabytes of information and discover valuable, actionable, business insights more astutely than ever. From our esteemed clients in the Healthcare industry, to recognised leaders in Education, Banking or Governance, Repustate provides continuous deep dives into complex integrated data across industries. Our solution drives sentiment analysis and text analytics for social media listening, Voice of Customer (VOC), and video content analysis (VCA) across platforms. It encompasses the plethora of slangs, emojis and acronyms superseding the rules of formal language in social media. Whether it’s data from Youtube, IGTV, Facebook, Twitter or TikTok, or your own customer review forums, employee surveys, or EHRs, you can identify the critical aspects of your business precisely.Starting Price: $299 per month -
16
Wonderflow
Wonderflow
Every day, millions of customers leave reviews on products that they like, love, hate, or wish they could change. From everyday, commonplace FMCG products to high end purchases, with multiple price points and dozens of variations within product ranges, accurate business intelligence can be complicated, time-consuming, costly, and often vague. How do you get the insights you need, without spending thousands of hours and millions of dollars on analysing data? Easy: with advanced predictive analytics from Wonderflow. With market-leading language analytics, data point integration and generative AI capabilities, Wonderflow helps you unlock the potential of your VoC (Voice of the Customer) insights and get instant results to help you make data-driven decisions. We use hundreds of millions of reviews across over 10 million products to discover what your products’ pain points are, see how you rank against competitors, get detailed insights on drivers of satisfaction, and more. -
17
Easyrewardz Collecta
Easyrewardz
Capture, analyze and action Voice of Customer. Establish real customer connect and run a customer-driven business with Easyrewardz Collecta. Hear what your customers have to say about your brand and know what it takes create memorable experiences. 1. Capture VoC real-time Every customer experience is an opportunity to elevate your brand experience! Deliver the best by taking their feedback through our multi-channel ready-to-go templates of survey, feedback, polls and product/ service review. 2. Capture context by asking right questions Understand how your customers view your brand by asking them relevant questions. Customize questions as per customer journey or segments and provide rewards for sharing feedback. Create dynamic questionnaires basis customer segment and customer affinity. 3. Gain actionable customer insights Analyze your customers’ feedback through real-time dashboard, detailed reports with actionable take-aways to take your brand experience a notch above. -
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Yandex SpeechSense
Yandex
A service for deep analysis of voice- and text-based communication channels. Improve service quality and efficiency, and gain valuable insights about what really matters to customers. Get helpful feedback in minutes, we mark up the entire dialog with tags to help immediately identify its key characteristics and evaluate service quality. Cut down on time spent analyzing messages and call records, answer context-sensitive questions, and evaluate your operators’ engagement and the sequence of their actions. Implement a speech analysis system to leverage the capabilities of several of our ML services simultaneously. Develop a support service chatbot, get aggregated results based on accumulated data from chats, and in-call behavior of customers and operators. Create a space in your organization, start a new project in it, and set up a connection. Then integrate your telephony and CRM system with Yandex SpeechSense and start loading all conversations.Starting Price: $0.00008 per unit -
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MonkeyLearn
MonkeyLearn
MonkeyLearn makes it simple to clean, label and visualize customer feedback — all in one place. Powered by cutting edge Artificial Intelligence. All-in-one text analysis and data visualization studio. Gain instant insights when you run an analysis on your data. Use ready-made machine learning models, or build and train your own – code free. Discover our templates, tailored for different business scenarios and equipped with pre-made text analysis models and dashboards. Identify the topics and interests that matter most to target markets. Execute demand generation and sales strategies based on accurate analyses of customer opinions and feelings. Slice and dice your survey responses by requests, intent, and sentiment. See more than the survey intended.Starting Price: $99 per month -
20
KurtSPC Premium
Kurt Workholding
KurtSPC Premium statistical process control software allows you to collect data from most devices, and provide it at one location optimizing your manufacturing. Statistical process control (SPC) is used to monitor and control a process to ensure that this process operates at its full potential. At full potential, a manufacturing process is capable of creating as much conforming product as possible with a minimum of waste. KurtSPC Premium statistical process control software is a simple-to-configure, easy-to-use solution for process optimization. KurtSPC Premium software features user-definable collection fields, error codes, and graphical or text operator instructions. It supports voice and video, customized screens and reports, machine tool controls, and automated gauging. The software also supports almost all types of gages and metrology tools, networking, and Kurt’s unique and powerful Event/Actions.Starting Price: $1,195 one-time payment -
21
Cemantica
Cemantica
Capture how your customers actually experience your brand versus how you think they do. We provide a stellar customer experience platform to help you build customer journey maps, personas, manage CX programs and integrate VoC data. Your CX program in motion - we walk you through your journey maps, CX program and action plans. Your CX strategy at your fingertips - we provide a Cemantica Platform to build your journey maps and manage your CX program. Build your customer journey map, drive your CX program, connect your VoC data on one single platform! This is real, this is powerful, this is Cemantica.Starting Price: $54 per month -
22
Napier Hospital Information System
Napier Healthcare
Napier Hospital Information System (HIS) is built using a modern technology stack. It is a web-based, integrated, multi-facility, multi-lingual, and scalable platform. Leading with innovation, Napier HIS leverages state-of-the art Artificial Intelligence powered by Napier AI Inside. Today, Napier works with leading hospitals in Asia, Middle East, and Africa. Leveraging such experience, Napier HIS allows providers to implement world-class process out-of-the-box. With a quarterly routine to feature updates alongside Napier's unique voice-of-customer (VOC) tool, clients are empowered to become partners in the product development journey. Napier HIS will help: 1. Management to plan and chart top-line growth more effectively 2. Financial officers to achieve healthier bottom lines 3. Administrators to manage resources and staff with greater efficiency 4. Integration with other clinical and ancillary solutions through a standards based approach to connectivity -
23
Delve AI
Delve AI
Learn how to create online shopper personas with behavioral analysis. Use these ecommerce customer personas to improve messaging, targeting and buyer experiences. Get practical tips to create and apply PPC personas for paid search advertising. Boost SEM performance by implementing buyer personas in your PPC campaigns. Online reviews are rich sources of the voice of the customer and hence very useful to build buyer personas. Learn how to use them strategically to create accurate buyer personas.Starting Price: $89 per month -
24
React & Share
React & Share
React & Share is the voice of your customer through the most superior feedback tool on the market. Let your digital audience talk to you. Instant, reactive feedback and insightful reports that let users tell you exactly what they need from your website content. React & Share customers use page-specific insights to measure, analyze and design successful web content. Intuitive reaction buttons and open text feedback fields enable users to tell you where content is unclear, outdated or inaccurate. Our automated reports and seamless dashboard provide a spread of useful data every day, week, or month. React & Share customers use page-specific insights to measure, analyse and design successful web content. Intuitive reaction buttons and open text feedback fields enable users to tell you where content is unclear, outdated or inaccurate. Our automated reports and seamless dashboard provide a spread of useful data every day, week, or month.Starting Price: $9.90/month -
25
Lumoa
Lumoa
Lumoa is a customer insight platform that automatically generates customer insights that help you make better decisions and measure the impact of investments using customer feedback. Lumoa is a user-friendly platform that makes collecting, analyzing and acting on customer feedback easy. Establish a customer-centric culture by listening to the voice of your customers and ensure that decisions across the organisation are made with the customer in mind. Lumoa’s executive dashboard allows you to easily overview and manage different customer journeys, customer touchpoints, and sets of data. Create cards in your dashboard that represent a specific touchpoint, location, or channel to compare the performance between cards and access specific insights related to that card. Make the right decisions by knowing what your customers like and dislike about your product, service, or business. Lumoa allows you to track your customer experience performance in real-time. -
26
Eudata Customer Engagement
Eudata
Gadget ready agent cockpit that includes Voice, omnichannel and customer details. Ready to be part of your environment thanks to simple and efficient plug-ins for custom or legacy CRM, TT or productivity tools. An agent BOT is always available to support the users in executing processes and use the right tools. A centralized repository to register every step of your customer journey (customer profile and cross channel history) and make it available in real time to agents and supervisors, coupled with a powerful reporting tool to access all the relevant KPI. A chatBOT based on artificial intelligence that enables end to end control of automated conversational omnichannel processes. Used by millions of users every month, it can be part of the customer journey or of the agent experience. Easily add WhatsAPP to support sales and customer service, enabling millions of users to contact you from web and mobile. -
27
Upland Kapost
Upland Software
The Upland Kapost content operations platform unites revenue teams to speak in one voice across each customer journey. Because we know those managing the complexity of end-to-end content—particularly at scale—deserve a platform that’s up to the challenge. Upland Kapost Premier Success Plans eliminate the need for costly custom services and build a solid foundation for your success. Platinum is our top-tier plan, and it provides your business with the highest level of experience and value. -
28
Apptentive
Apptentive
Measure shifts in customer emotion and gather actionable feedback across your mobile customer journey. Listen to feedback in real-time, across your mobile channels to track the voice of your customer and evaluate shifts in emotion. Route feedback appropriately to increase retention and make customer-centric product decisions. Our mobile-optimized surveys and precise targeting based on in-app interactions are unmatched in the mobile market and enable brands to close their customer feedback loop at scale. NPS is a lagging indicator that can only tell you so much about your customers’ perception of your brand or product. Apptentive gives you the ‘why’ behind NPS and CSAT scores, down to granular features or a customer’s experience at a specific point in time. Rapidly target your most engaged customers with special offers, or ask for their input in driving your product roadmap. Present curated, targeted offers or messages showing you’ve taken action on their feedback. -
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Conversus.AI
Converseon
Take control of your models with the leading Machine Learning-as-a-Service Platform for unstructured social and voice-of-customer text analytics. Our experienced team of experts can help you build highly-advanced, bespoke social models to leverage, deploy, generalize and utilize your information properly. Align your social listening initiatives with best practice AI strategies for transparency, accuracy and fairness. New to social listening or want to advance the effectiveness of your solution? We provide the industry’s most experienced team to help guide your journey. You have the data but now want to discover critical insights. We provide a wide range of industry-leading programmatic insight solutions powered by our AI classifiers. Choose from a robust library of industry-based prebuilt machine learning models for immediate deployment. Help ensure your models are not inadvertently discriminatory and inaccurate. Understand the performance of each model clearly before deployment. -
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Calabrio ONE
Calabrio
Calabrio ONE gives you the complete toolset to unlock the tremendous value buried within your customer interaction data and use it to transform your entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed how you choose—in the cloud, on-premises, or in a hybrid environment. Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward. Capture every interaction. Hear every voice. Record every call, every time. Seamlessly integrate Calabrio ONE with best-of-breed channel systems. Create a central command center for your contact center. -
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Eleveo
Eleveo
Global, award winning contact center compliance & workforce optimization solutions. Compliance recording can protect your company from theft, litigation & fines. Sleep well knowing Elevēo has you covered for everything from voice calls to land mobile radios. Remove, or anonymize details from data collected to stay in compliance. Archive datasets based on configurable rules and automatic categorization. Supervise your teams voice interactions with customers in real-time. Detailed audit logging for every system action with simplified extracts for compliance reviews. Your support, sales & back-office business transactions are critical. Protect your interests by recording everything into a single place with automated categorization by type, source, and customer where any interaction can be easily reviewed. We have been recording voice calls for decades. All over the world our solutions are trusted. -
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Phrasee
Phrasee
Phrasee brings you optimized brand language that turns clicks into loyal customers. It sounds fancy (because it is), but the math is simple. Your brand, plus Phrasee’s real-time language optimization, equals increased engagement across the entire customer journey. It all happens on our effortless – borderline magical – platform that helps you deliver the right message, at the right time, to the right people, in your unique brand voice. Reduce customer acquisition costs while increasing brand awareness and social following. With a high-performing brand language made personal and relevant to your target audience, new customers can’t help but dive into the top of your marketing funnel. Phrasee makes you money by increasing engagement, conversions, and customer long-term value (LTV) across all digital channels, with performance that doesn’t degrade over time. We make the marketing messages, you make money. Win-win! -
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Yactraq
Yactraq
Yactraq is the industry value leader in speech analytics software. Our customers typically realize benefits across two broad functional areas. Marketing teams looking to extend their Voice-of-the-Customer (VoC) capabilities beyond the feedback form and social media now want to mine sales and customer service phone calls as part of their omni-channel capability. Contact Center Quality Management teams typically use speech analytics / audio mining as a way of leveraging AI / Machine Learning to evaluate the performance of their call agents. Yactraq offers customized free trials based on a clients own data so they can experience the value of our software before deciding to buy. Our products are cost-effectively priced to suit the needs of end customers as well as partners in the Business Process Outsourcing (BPO), Contact Center as a Service (CCAS), Voice-of-the-Customer (VoC), CRM Software and Network Service Provider businesses. -
34
Frame AI
Frame AI
The Voice of Customer engine that drives company-wide action. Built for CX leaders focused on measurable impact — not survey results. An Early Warning System. Act while it still matters. Use data to eliminate indecision on which cases, customers, and themes need attention. Identify themes before they become problems. Stop chasing lagging indicators. Upgrade from anecdotes to evidence. Process feedback from all of your customers, not just the ones who answered your survey. Executive and cross-functional reporting, so you can support priorities with data. Always-on vs. quarterly VoC, across any combination of channels. Automatic theme detection and impact assessment. Translate qualitative comments into quantitative proof points. Identify repeatable wins and opportunities for improvement. Plan resourcing, improve operations and support peers with hard data. Cut reporting overhead, so you can stay focused on customers. -
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TINT
TINT
TINT is the trusted enterprise User-Generated Content platform to tell your story through the voice of fans, customers, and employees. Weave the power of UGC and authentic influencer marketing into every step of the customer journey. 92% of consumers trust recommendations from other people, even if it’s people they don’t know. 70% consider UGC before making a purchase decision. User-generated content equals trustworthy content. And it’s these photos, videos, and comments created by your audience that build the foundation of trust for your brand. The future of marketing is hyper-personalization. TINT began as a way for marketers to source authentic content and has grown into the world’s most powerful user-generated content platform to create personalized, engaging experiences at scale to build trust and sell more.Starting Price: $500.00/month -
36
SimpleFeedback
Magiwow
Collect feedback and hear the voice of your customers. Use the feedback form to identify areas for improvement and increase customer satisfaction. Add a feedback button to your website so your visitors can provide you with comments as they browse your website. Providing a way for visitors to send you a comment is a great way to improve customer engagement and improve your business. You want to provide great customer support during and after a sale. Our support form lets your customer send you a support question right when it's needed. We'll notify you so you can respond quickly keeping your customers happy. Sometimes your website can't provide information that customers need. Add our sales lead form to your website for your customers to send a sales question. Being available to answer customer questions will help close that sale.Starting Price: $9 per month -
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With Watson Text to Speech, you can generate human-like audio from written text. Improve the customer experience and engagement by interacting with users in multiple languages and tones. Increase content accessibility for users with different abilities, provide audio options to avoid distracted driving, or automate customer service interactions to increase efficiencies. IBM Watson Text to Speech is an API cloud service that enables you to convert written text into natural-sounding audio in a variety of languages and voices within an existing application or within Watson Assistant. Give your brand a voice and improve customer experience and engagement by interacting with users in their native language. Increase accessibility for users with different abilities, provide audio options to avoid distracted driving, or automate customer service interactions to eliminate hold times.
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38
Touchpoint CX
Touchpoint Group
Empower employees to improve customer experience. Amplify your Voice of Customer initiatives using an experience management platform that converts customer feedback into real-time insights and action across the entire organization. Drive action and improve outcomes Motivate and empower frontline staff to take action with personalised dashboards and KPIs. Recover at-risk customers by closing the loop with case management. Drive immediate action with real-time alerts. Comprehensive feedback collection. Automate feedback collection across channels, touchpoints, and customer journeys. Unify customer experience and operational data into a single enterprise view. Engage customers in the moment with personalised event-triggered surveys. Focus feedback on moments that matter most complaints management Actionable insights and in-depth analyses. Deliver relevant insights to each individual and area of the business with flexible reporting dashboards -
39
Tatvam
Tatvam Insights
Explore the treasure trove of customer feedback with one of the best Voice of Customer tools. Tatvam helps you Manage and analyze customer feedback comments from social media, online reviews, surveys, support emails and more in one solution and report on all of your customer feedback in one place with Tatvam, and let your customers tell you what to do to make your customer experiences better. -
40
Pivony
Pivony
Customer habits, even the customers themselves, began to change more unexpectedly than ever before. This is why we launched Pivony when the pandemic hit the world. It is very important that you evaluate the support requests you receive from your users, beyond simply responding to them. Using AI-powered technology, you can identify niche groups of users who express similar concerns, issues, or suggestions. Pivony helps you make sense of the thousands of conversation and text based data across multiple platforms where the consumers are letting out their true opinions. Understanding this data faster than your competitors is the single most valuable competitive edge. Pivony crawls platforms that you care about to get insights on and identify what your customers are talking about regarding your brand, products and services. With an AI-based technology, Pivony then identifies groups that are conversing about specific topics so that you can get a hold of whoever you want with no trouble! -
41
Shulex VOC
Shulex
A SaaS platform for the global voice of customer and product research. More efficient, less costly, and stay ahead. Your personal assistant for ecommerce with ChatGPT-powered tools to improve your operations by providing suggestions, answering queries, and automating reports and PRD designs. Amazon, Shopify, SurveyMonkey, Facebook, Instagram, Walmart, Salesforce, AfterShip. Product selection, product optimization, consumer research, and marketing strategies. Amazon all product reviews and BSR data, support other platform customization services. Combining algorithmic capabilities such as ChatGPT, NLP, and NER. Shulex VOC helps sellers and brands to identify market opportunities and define winning products by leveraging sentiment analysis & AI/ChatGPT technology. Ignite your business's growth with the unrivaled capabilities of our ChatGPT tool. Provides AI listing optimization 10 queries/day. -
42
Voci
Medallia
Companies engage with customers by phone more than any other channel, and these interactions represent a gold mine of untapped information. Listening to every customer call is costly and time-consuming and not physically practical. As a result, only a fraction of randomly selected calls is typically reviewed. These voice interactions reveal the true voice of your customers and enable you to get to the heart of their concerns. With our highly accurate, automated speech-to-text transcription, you can transform your unstructured voice data into transcripts that can be integrated into your analytics platforms. Voci enables you to improve agent quality monitoring, enhance the customer experience, extract competitive intelligence and ensure compliance. -
43
ResponseTek
ResponseTek
Our CX Intelligence model helps you obtain insight quickly, easily and in a way that is immediately consumable within your business from the front line to the C-Suite. It is right-sized to fit your needs. Technology balanced with the right amount of self-service to put you in control and the right amount of tailored insight and support services to guide you as and when you need it. We collect and aggregate customer experience, demographic, journey and behavior data to monitor and improve your customer experience in real time. On their terms: we capture the voice of your customer on any device, in any language, at every touchpoint. Quick and efficient: as experts in highly personalized transactional surveys, we give customers the power to express opinions in quick and efficient formats, resulting in survey response rates that can reach up to 48%. -
44
SATISFYD
SATISFYD
We have over 20 years of experience in building customer connections. Choose to focus on a single area or combine platforms to maximize the positive impact to your business! SATISFYD’s Voice of the Customer (VoC) solution gives you the tools to identify and act on important customer feedback. You will receive the needed insights that empower employees to create a more customer-focused organization. SATISFYD’s Voice of the Employee (VoE) solution enables you to identify and act on employee improvement opportunities. Increased employee engagement has been proven to increase your profitability. With SATISFYD Reviews you can now collect and leverage online reviews, allowing you to gain valuable feedback, improve SEO and build social proof around the performance of your business. -
45
Mapovate
Ethos Integrated Solutions
The wizard simplifies the process of developing your journey maps. Simply follow the step by step process and develop your maps with ease. Share completed journey maps easily with multiple stakeholders. View reports easily in presentation mode, save and export completed maps in pdf mode. Collaborate and share feedback with peers and stakeholders to fix real customer problems directly on your journey maps. Collect and report Voice of Customer feedback seamlessly. Create and run surveys with the click of a button through Mapovate’s seamless integration with KnowledgeTRAK. Capture VOC feedback for all your customer touchpoints across different interaction channels. See results in real time in your Customer Experience Journey Maps! -
46
Bulbshare
Bulbshare
We help the world's leading organizations stay ahead of the game through customer collaboration. Bulbshare is the place where audiences shape the content they consume, the causes they care about and the brands they love. A collaborative tech platform that brings brands and organizations closer to their customers than ever before - building online communities that enable conversations, collaboration and co-creation. We're driven by the belief that through harnessing the power of real people to shape their experiences, we can create better brands and better institutions that are more firmly rooted in the interests of the audiences they seek to serve. We build customer communities anywhere in the world, providing insight, content and ideas in real-time - straight from the voices of your customers. A new breed of instant, more cost-effective consumer insight - driving smarter product, service and brand decisions. -
47
Verint Experience Management
Verint
Measure customer experience at every step of the journey, and link improvements to business outcomes. You want a proven approach to making CX decisions that will have an impact on revenue, brand loyalty, and market share. The Verint Experience Management CX Suite (formerly ForeSee) is a complete and integrated CX intelligence platform that helps companies prioritize CX decisions and profit from customer feedback. Consolidate tools. Capture the full voice of customer. Measure the entire journey, with accuracy and efficiency. Know where to focus first and how to fix it. Make CX decisions based on a proven methodology and 250M benchmarks. Enable CX intelligence for everyone in the organization – from analysts to front-line managers and executives. Gain an extension of your insights team. ForeSee’s CX specialists deliver expert strategy and analysis. -
48
OpinionLab
Verint
OpinionLab empowers you to leverage the Voice of your Customer (VoC) to make smarter and faster business decisions. How? By enabling you to give your customers a voice from within their customer experience (CX), completely on their terms, capturing rich context regarding their feedback, and then applying advanced analytics to take real-time and targeted action. The result: improvements to the consistency and quality of your CX that deliver measurable business impact. OpinionLab has been a market leader in the CX space for over a decade, trusted by hundreds of the world’s leading companies to turn Voice of Customer into competitive advantage. Behind our iconic [+] feedback tab that empowers your customers to let you know what's on their minds, our enterprise Software-as-a-Service solution provides you the context and the tools you need to take immediate action on what your customers want you to know. -
49
ViralGains
ViralGains
Put the customer at the center of your advertising strategy. Customers—both current and prospective— expect tailored brand experiences, but today’s advertising strategies prioritize serving impressions over the customer experience and business outcomes. The ViralGains OdysseyTM platform allows you to orchestrate ad journeys to capture the voice of the customer—their preferences, needs, and behaviors—and respond with customized ads. This advertising approach has proven to: Boost brand trust by 2.3x, double website visits, reduce wasted impressions by 59%. Increase market share by earning customers away from your competitors. Increase loyalty, repeat purchase, and brand or product advocacy. Drive a surge in interest and buzz before an event, show, or product launch. Acquire new customers and/or drive sales. Drive interest and education among qualified audiences. Improve low brand perception/crisis management. -
50
Replicant
Replicant
With the world’s first autonomous contact center that brings always-on, elastic capacity to every customer experience with voice AI. Solve customer issues over the phone with flexible, natural-sounding AI-powered conversations that accurately recognize customer intent for fast resolutions. Answer every call immediately and eliminate hold times with 24/7 service available anytime, anywhere. Scale customer service up or down without ballooning costs, training new agents, offshoring, or planning for seasonal fluctuations. Dramatically reduce your customer service costs; only pay for what you use without committing to capacity. Measure overall customer satisfaction, track average handle time, and discover new trends like competitor mentions, defective products, and upsell opportunities to serve customers like never before. -
51
3DLOOK YourFit
3DLOOK
Our patented technology is able to measure fully dressed people with the highest accuracy in seconds. We create 3D versions of your brand's clothes and fit them onto the consumer, instantly displaying a photorealistic try-on image. Additionally, the shopper’s body data is matched with product data to generate personalized size recommendations. YourFit provides your customers with both a photorealistic try-on experience and accurate size and fit recommendations in one flow. Your customers can start the experience from their desktop or mobile device. In a preferred mode - with a friend or by themselves guided by the voice assistant. Your customers see how each product looks on them and get a personalized size recommendation. Analyze the fit data from your actual customers to boost personalized marketing and streamline your product development. -
52
Thankful
Thankful
Trained and tailored for your business, Thankful’s AI agent works within your existing helpdesk to effortlessly resolve large volumes of customer queries across email, chat, SMS, and in-app channels. With the ability to understand, connect, solve, personalize, and inform, Thankful’s AI agent delivers a human-like service experience with machine-like speed and expertise that’s born to scale. Thankful’s agent assist delivers AI intuition for your human support staff, saving them time and effort by collating all the relevant information and even suggesting responses and next actions. With real-time data, reports and alerts, from the voice of the customer, every customer problem becomes an opportunity for the brand to improve the customer experience. -
53
Vecko
Enghouse Interactive
Using conversational Artificial Intelligence (AI), Vecko listens to the voice of the customer “VoC” and extracts actionable insights from a wide range of digital media (with greater than 95% analysis accuracy) helping organizations identify and leverage the “why” hidden in NPS and CSAT feedback. Vecko helps empower your organization to deliver a better overall experience, by quickly identifying the issues that help you extend the capabilties that exceed your customer’s expectations and resolve others before they become serious impediments to retaining and increasing customer loyalty. Vecko simplifies the understanding of customer feedback by leveraging its proprietary analytics, custom developed algorithms, along with the deep understanding of industry-specific linguistics, terminologies, phraseologies and other proprietary approaches to deliver over 95% accuracy of customer statements made. No additional parsing, processing or validation required. -
54
Idiomatic
Idiomatic
Idiomatic unlocks the "why" behind your customer feedback with world-class AI that's customized to your business. Stop relying on general text analytics & manual analysis, and partner with Idiomatic to start executing the right decisions faster. See everything organized in one place, at one time. Turn feedback into data-driven actions in real-time. Understand which issues drive key metrics (NPS, CSAT, surveys, and more). Gain from our hyper-custom approach to your unique business data. Idiomatic takes the guesswork out of strategic decisions by transforming all of your customer feedback into a complete, data-driven voice of the customer picture. Take a proactive approach with Idiomatic's real-time notifications about specific changes in customer experience. Our hyper-custom approach allows you to partner your business logic with our AI and get the results you need. Connect insights from all customer feedback channels. -
55
Anova Consulting Group
Anova Consulting Group
Every day, your customers choose whether to continue their relationship with your company based on the quality of their experiences with you. Anova Consulting Group’s customer experience analysis is a customized program that produces unbiased and unfiltered feedback from your clients and customers. It can enable you to assess the quality of those experiences and the likelihood that your clients and customers will continue to do business with you. Define strengths, weaknesses and gaps within your company’s customer service delivery protocols and your overall suite of products and services. Track trends in customer views by measuring annual customer satisfaction levels against internal service quality benchmarks. Obtain qualitative “voice of the customer” feedback that identifies areas of improvement with regard to product features and service delivery mechanisms. -
56
VOC Research
VOC Research
VOC Research specializes in professional, pre-scheduled, and unbiased conversations with key decision-makers at your customers, prospects and intermediaries to gather their opinions, sentiments, and voice of customer feedback regarding your company’s and your key competitors' products and services. Our expertise in B2B VOC services will help you win more business and retain more customers. We interview key decision-makers at the organizations where you recently won or lost new business to determine the factors that led to each decision. We then analyze the interviews to identify trends and actionable intelligence to help you win more business. We interview your customers to gather their unbiased satisfaction, loyalty, and renewal sentiments, allowing you to identify and react to any comments, issues, or enhancement ideas in a timely manner. We interview your customers to determine their likelihood to renew or defect to a competitor so you can identify and react to any comments. -
57
SupportLogic
SupportLogic
Built for B2B support, SupportLogic is easy to deploy and starts providing significant return on investment in a few weeks. As a cloud solution, SupportLogic seamlessly integrates with the systems of record you already use. SupportLogic applications are turnkey; simply turn them on and start driving actionable insights. SupportLogic acts as a force multiplier for your CRM/ticketing system, unlocking actionable insights from unstructured data surrounding support interactions. Security is top of mind at SupportLogic. From your very own virtual private cloud deployment, to rigorous security and privacy measures, your customer data is always safe and secure. Pinpoint cases with breached SLAs, negative customer sentiments, or escalation requests. Create custom case lists leveraging signals extracted by NLP such as predicted escalation. -
58
Eclipse AI
Eclipse AI
Eclipse AI is a plug-and-play AI tool that detects the risk indicators that lead to customer churn. Eclipse AI allows you to plug in your voice-of-customer data from different channels (surveys, reviews, chat logs, phone logs, etc.). Eclipse AI then generates risk mitigations to reduce customer churn based on analysis of your voice-of-customer data and industry best practices. -
59
ASK
Ask-AI
Ask any natural language question and get a concise ChatGPT-like answer. No time-consuming keyword searches across multiple sources or skimming long articles. ASK's tag-less AI technology analyzes customer communications, revealing the customer voice in one sentence insights that show you what to focus on. We follow best-in-class security practices to ensure that your data is completely protected and in line with your privacy policies. We'll have you up and running in hours, no tagging, ontologies, or content mapping. Our AI does it all. We integrate with communication tools, workspaces, project management platforms, customer ticketing systems, knowledge-bases and more. Whatever you use, we've got you covered. -
60
VoxSci
VoxSciences
Listening to voice messages can be terribly inefficient and laborious. VoxSciences™ provides a paradigm shift by transcribing voice messages into text messages. This gives voice messages a quantum leap to join email, SMS and IM on an equal basis with all the inherent advantages such as textural search. Our VERBS (Virtual Engine for Recognition of Basic Speech) engine converts voice messages into text messages and delivers them either as an email, SMS or via an API interface. Voicemail to text (SMS) is ideal for personal or corporate voicemail systems. Our XML API is typically used when a particularly high volumes of voice message transcription is required often by larger companies for Voice of The Customer analysis, comment lines, network or PABX operators and affiliates. Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs. It involves the analysis of feedback from various sources such as email, web and IVR surveys. -
61
Verint Social Engagement
Verint
Gain insight into content on social media sites, including Twitter, Facebook, Instagram, LinkedIn, and online forums and messaging services. While many organizations initially embraced social media as a marketing and promotion tool, more recently social media has become a critical customer service channel. Today customers, especially younger demographics, are increasingly engaging with organizations using social media because it is convenient and fits easily with their lifestyle. Verint Social Engagement collects, analyzes, and reports relevant insights derived from content published to social media sites, including Twitter, Facebook, Instagram, LinkedIn, online forums, and messaging services, such as Messenger. The solution can help you understand the voice of your customers across these social channels and can reveal current information and trends related to sentiment, emerging topics, themes, and locations – in any combination that makes sense for your needs. -
62
Callcruncher Access Anywhere
Callcruncher
Callcruncher is a powerful, intuitive and affordable Call Intelligence system. Our innovative platform manages the call accounting, reporting, analytics, tracking, rating and recording of call data invaluable to small, medium and enterprise clients. Callcruncher weaves your VoIP solution deeply into client decision-making processes and productivity applications, facilitating client retention and new customer acquisition. Enables Manager to Communicate with Agent via Voice, Unbeknownst to Customer, and Assist with Sales and Service Issues. Weaves Your VOIP Solution Deeply into Client Decision Making Process and Productivity Applications. Recognizes Incoming Call Source and Provides Agent with Campaign Scripting and Additional Information. Facilitates More Efficient Use of Time, Enabling Agents to Capture More Clients. Increase Revenue and More Effectively Address Customer Service Issues. -
63
Echoes
Echoes
Experience the most intuitive analytics platform, and collaborate with your organization to take action. A universal way for all employees to have common access to your organization's Voice of the Customer. All relevant information organized in one place; with your customers' wants and needs at the center. A beautiful user experience with the right level of detail. Echoes is a true self‑service platform. -
64
trustMinder
trustMinder
trustMinder is a cloud based Voice of the Customer platform and is used to measure customer experience for brands and state agencies. One of the most important aspects of customer experience is trust. Without trust, customers take their business elsewhere. With trustMinder we’ll help you mind that trust and keep a finger on the customer experience pulse 24×7. Using state of the art methods to collect and interpret feedback trustMinder helps you turn the humble survey into invaluable customer insights. Capture feedback from any channel and turn it into actionable insights. Using real-time text analytics and machine learning you can quickly understand the ‘why’ behind a CX score. Create dynamic insightful reports that clearly present CX metrics along with business events and operational data. Identify customer issues in real-time and close the loop in real-time. -
65
OptiSol
OptiSol Business Solutions
You listen to the voices of others – Customers, team members, vendors, and all others you interact within the workplace. You are genuinely sensitive to other’s cultures and practices to be a global citizen. You treat others nicely. You treat others the way you want to be treated. You collaborate effectively, spread team spirit, and make your colleagues better. You take responsibility and accountability, understand the intent and seek clarity and competence. You are excited to grab challenging opportunities and excel in them.
Voice of the Customer Software Guide
Voice of the customer (VOC) software is a type of customer relationship management (CRM) solution that specifically focuses on gathering and analyzing customer feedback. This feedback can come in multiple forms, such as surveys, interviews, or social media reviews, and the resulting insights can be used to improve customer service, process optimization, and product design. The goal of VOC software is to help organizations better understand their customers by providing insights into their needs and experiences with a company’s products or services.
VOC software typically involves three main components: capture, analysis, and action-based tools. Capture includes methods for gathering customer feedback from various sources like surveys or call center recordings. Analysis tools focus on turning this data into meaningful insights by interpreting it using text analytics algorithms or machine learning models. Finally, action-based tools are used to turn these insights into actionable tasks within an organization such as product development strategies or marketing campaigns.
The capture component of VOC software can be used to quickly and easily gather data from various sources, such as surveys or reviews on social media sites. This data can then be analyzed using text analytics algorithms or machine learning models to identify patterns and trends in customer feedback that may help improve the customer experience. Additionally, natural language processing (NLP) technology can be used to understand sentiment and sentiment change over time.
The analysis component of VOC software is critical for turning customer feedback into actionable insights. By applying text analytics algorithms or machine learning models, companies can quickly gain an understanding of customer concerns, preferences, and opinions about products or services. Additionally, predictive analytics tools can be used to forecast future trends in order to proactively address possible issues before they become a problem.
Finally, the action-based component of VOC software enables companies to take immediate action on customer feedback. This can involve anything from creating targeted marketing campaigns to launching product developments or process optimizations. By understanding what’s working and what isn’t, organizations can use this knowledge to better meet their customers’ needs and exceed their expectations.
Overall, VOC software is a valuable tool for businesses that want to gain an in-depth understanding of their customers and the products or services they provide. By gathering relevant customer data from various sources, analyzing this data with text analytics algorithms or machine learning models, and acting upon the insights generated, companies can improve the customer experience and remain competitive in today's market.
Voice of the Customer Software Features
- Survey Creation and Analysis: Create surveys using customizable templates with a variety of question types that can be distributed through multiple channels. Receive real-time data and graphical representation of survey results to quickly understand customer feedback.
- Text/Sentiment Analysis: Automatically analyze customer feedback text to uncover hidden trends, topics, suggests, and opinions by leveraging natural language processing technology.
- Automation & AI-Assisted Insights: Automate the analysis process with machine learning models trained on customer feedback data, or tap into AI-assisted insights for quick actionable insights within specific areas such as sentiment analysis.
- CX Scorecards & Reporting: Track customer feedback from multiple channels and receive regular updates on how customers perceive your brand, with built-in scorecard and reporting tools.
- Customer Service & Support: Create integrated support queues and assign agents to specific cases for optimal workflow management. Receive real-time notifications as customers submit inquiries or complaints and deliver timely and effective responses.
- Social Media Monitoring & Management: Monitor customer conversations across multiple social media channels and leverage interactive tools to deliver automated responses.
- Voice of the Customer Dashboard: Access an all-in-one, centralized customer feedback dashboard with customizable dashboards to quickly check progress on customer service initiatives.
Types of Voice of the Customer Software
- Surveys: Surveys are used to capture customer feedback and opinions. They can be administered online or via phone, email, or paper surveys. Data gathered from surveys helps businesses understand the needs of their customers and identify areas of improvement.
- Voice of Customer (VOC) Software: VOC software is designed to capture customer feedback in different forms such as social media comments, contact center interactions, product reviews, etc. This data is then analyzed and used for improving customer experience.
- Text Analytics Solutions: Text analytics solutions are used to uncover patterns, trends, and correlations from text-based customer conversations. These solutions offer insights into customer sentiment, product feedback, and more.
- Natural Language Processing (NLP): NLP is a form of artificial intelligence that uses machine learning algorithms to understand natural language and extract useful information from customer interactions. It enables businesses to better understand their customers’ needs and preferences.
- Speech Recognition Technology: Speech recognition technology allows businesses to interact with their customers via voice commands or spoken words instead of typing in a response. It helps improve user experience by allowing natural conversation between the customer and business.
Benefits of Voice of the Customer Software
- Detailed Analysis: Voice of the customer software provides detailed analysis of customers' needs, behaviour, feedback and preferences. This enables companies to better understand their customers’ experiences and make changes to improve them.
- Enhanced Feedback Collection: Voice of the customer software can be used to collect more detailed feedback from customers on a regular basis. This lets companies track customer sentiment over time and get an idea of how their products and services are being perceived by consumers.
- Improved Targeting & Personalization: By collecting more data about customers, voice of the customer software can be used to segment customers into different groups and target them with personalized offers and messages that are tailored towards their needs and preferences.
- Increased Reach & Engagement: With voice of the customer software, companies can reach out to larger audiences and engage with them in real-time conversations across multiple channels such as email, social media or SMS.
- Automated Insights & Reporting: The insights collected by voice of the customer software can be automatically analyzed for patterns which helps companies identify potential opportunities for improvement quickly and easily. Additionally, this data can also be used to generate custom reports for management teams with detailed information about customer experiences.
- Cost Savings: By automating many of the processes involved in collecting, analyzing and reporting customer feedback data, voice of the customer software can help companies save time and money. This can lead to significant cost savings over the long-term.
Who Uses Voice of the Customer Software?
- Marketers: Use voice of the customer software to analyze customer feedback and develop marketing strategies.
- Product Designers: Leverage feedback from customers to create better product designs that meet customer needs.
- Customer Service Representatives: Utilize customer analysis to provide more efficient support for customers.
- Sales Professionals: Analyze customer sentiment and behaviors to inform sales strategies and target markets.
- Business Leaders: Harness the collective voice of the customer to make better decisions and drive business performance.
- Researchers: Gather insights from customers to understand market trends, customer preferences, and behavior patterns.
- Quality Engineers: Use voice of the customer data to improve product quality by pinpointing areas for improvement.
- Analysts: Utilize customer feedback to uncover meaningful insights that can be used for marketing, product design, and other initiatives.
- Data Scientists: Analyze customer data to create predictive models for future customer behavior.
How Much Does Voice of the Customer Software Cost?
The cost of voice of the customer software can vary significantly based on the features and capabilities that you need. Many vendors offer monthly subscription plans that start at around $50 per month. More comprehensive solutions with a variety of features may cost upwards of $200 per month, while enterprise-level solutions can range anywhere from $500 to several thousand dollars per month. In addition, there are one-time costs associated with implementing voice of the customer software, including user license fees and setup or customization fees. Ultimately, the cost of your voice of the customer software will depend on what you require for your business needs.
What Integrates With Voice of the Customer Software?
Voice of the Customer software can integrate with a wide variety of software types. For example, customer relationship management (CRM) software can be used to store customer data and analyze it for insights about customer behavior. Analytics tools such as web analytics and market research software are also able to make use of Voice of the Customer data for various purposes. Social media monitoring tools can also track user sentiment on specific topics and integrate the data with Voice of the Customer software to provide a greater understanding of customer opinion. Finally, enterprise feedback management (EFM) software provides a platform for customers to submit their opinions and integrate that data with Voice of the Customer software for comprehensive customer experience insights.
Voice of the Customer Software Trends
- Increased Efficiency: With modern voice of the customer software, businesses can quickly and easily capture customer feedback. This helps organizations collect data faster and make decisions more quickly, allowing them to stay ahead of their competitors.
- Improved Quality: Companies are using voice of the customer software to measure customer satisfaction in order to identify opportunities for improvement. This allows them to proactively address any issues before they become major problems.
- Better Decision Making: By incorporating data from voice of the customer programs into decision-making processes, businesses can make more informed decisions with greater success rates. They can also leverage this information to create better strategies and products that meet their customers’ needs more closely.
- Faster Communication: Advanced VoC software solutions allow customers to interact with companies through multiple channels such as web, email, phone, and social media platforms. This reduces response times and ensures that customers get the help they need quickly.
- Increased Engagement: Advanced VoC tools have automated features that enable businesses to personalize communication with customers based on their individual needs and preferences. This drives higher engagement rates by providing a more tailored experience for each person who interacts with the business.
- Enhanced Customer Experience: Voice of the customer software helps businesses ensure that they’re delivering a consistent customer experience across all touchpoints. This creates more trust and loyalty among customers, leading to better long-term relationships.
How To Choose the Right Voice of the Customer Software?
The first step to selecting the right voice of the customer software is to define your goals and objectives. What outcomes do you want to achieve? Do you want to get customer feedback on products and services, or are you looking for an understanding of customer sentiment? Knowing what outcomes are desired will help narrow down what type of software would best meet your needs.
Next, consider the features that the software offers. Does it offer pre-built surveys, customizable survey templates, multi-channel integration capabilities (e.g., online forms, SMS messaging), data analytics capabilities, reporting functions, etc.? Make sure that the features offered match up with your goals and requirements.
Finally, evaluate different providers to find a good value for money; compare prices based on features and number of users supported. You should also consider factors such as user experience and ease of use when making a decision. Seek out reviews from customers who have used each product and read up on any company's customer service history before making a purchase.