It’s a method of collecting and analyzing consumer feedback to understand their sentiments and preferences. A component of CX, it keeps customers at the center of the business. You can get in-depth insights into client interactions, how they perceive the brand, products and services, and understand what customers really want.
A good VoC program has to meet three criteria — it needs to capture data from multiple sources, analyze and derive insights from datasets, and act on data with workflows, alerts and recommendations. It should also monitor key metrics and progress over a period of time.
The solution’s capabilities range from simple mobile surveys to complex AI-guided text analyses that help price a product for the greatest return. With VoC software, you can identify trends and pain points, improve product offerings, and make informed decisions so you not only meet but exceed customer expectations.
Primary Benefits
Create Great Customer Experiences
Voice of the customer software helps analyze customer pain points, behaviors, preferences and complaints so you can meet consumers where they are. Dynamic tools like real-time response triggers, alerts, and survey and research modules, give insight into clients at every stage, enabling you to provide high-quality customer experiences.
VoC solutions ensure your business thrives by:
- Capturing feedback from multiple channels and sources
- Analyzing sentiments behind customer actions
- Identifying and prioritizing what clients want
- Tracking and visualizing customer journeys
- Engaging consumers through continuous conversations on various touchpoints
Launching new concepts or rebranding your current business is always tricky. Marketing teams need to predict how new products can affect brand experience and perception.
Younger generations like Millennials and Gen Z care a good deal about social responsibility and sustainability. In this political climate, tone-deaf messaging can lead to negative press and lost revenue, destroying hard-earned customer trust. In short, it can prove to be devastating to your brand image.
Voice of the customer software helps avoid such missteps by enabling you to test audience responses, identify the product’s weaknesses and areas for improvement, and create new offerings based on what consumers value.
Good digital customer experience (DCX) and VoC have become the need of the hour, and 79% of organizations consider it extremely or very important. By helping you make informed, data-driven decisions, the system lets you finetune your services to maximize customer satisfaction.
Increase Customer Retention and Revenue
When you care about your customers and take their concerns and preferences seriously, you build customer trust and loyalty. Voice of the customer software helps you go the extra mile and beyond.
Multi-channel data collection enables you to improve business processes, creating greater consistency and reducing overall operational costs. You can spot early warning signs and take corrective actions before you run into bottlenecks. By aligning products with customers’ needs, you increase revenue and stay ahead of competitors.
VoC solutions also help reduce sales, marketing and service teams’ workload. With robust automation and reporting features, your employees can focus on core, complex tasks. The platform enhances collaboration so everyone can stay in the loop and build a customer-centric environment that acts quickly and effectively.
