What if you find a crystal magic ball that can reveal exactly what your customers are thinking, feeling, and wanting? Sounds impressive! A great and satisfactory experience for a customer is what a business always looks for.
So, to acquire a great customer experience for your business, implementing a potential voice of customer tools is always a good choice. This can give you a more unified perspective and analytical insights from customer input, particularly when handling feedback.
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If you are ready to improve your customer experience and enhance their expectations, then this blog will help you understand VoC. We’ve also unveiled the top 10 VoC tools used in 2024 and the factors to consider while choosing the right tool.
Understanding the Power of Listening: VoC Tools
The voice of customers mainly refers to analyzing and capturing feedback or opinions from customers about your company’s service or product. This methodology is being used to acquire knowledge of the requirements of customers, their preferences, and expectations. As a result, companies utilize many VoC tools that help them prioritize customer-centric activities, improve their services, and enhance the customer experience. With the use of these tools, businesses may interact with customers through a variety of virtual channels, including SMS, websites, mobile apps, and email, as well as physical channels like kiosk booths.
Businesses can also use a variety of below mentioned voice-of-the-customer approaches by using VoC tools:
- Questionnaires, feedback forms for customers, and surveys
- Social media monitoring
- Consumer opinions and rankings
- Analysis of text and sentiment
- Requests for feedback and surveys via email
- In-app reviews and ratings
Impact of VoC Tools with Real-Time Example
It is clear from the VoC approaches discussed above that utilizing these tools can propel your company to new heights. To further grasp its application, let’s look at a real-time example.
Netflix, a famed OTT platform, is leveraging VoC tools to improve customer experience. They collect customer feedback in real-time through in-app surveys, social media monitoring, and advanced analytics systems. As a result, Netflix’s customer satisfaction rate is high across the globe.
Thus, the impact of this approach is to adapt as fast as possible to change the preferences of the viewers, improve the quality of content offered as well as maintain their leadership position in the streaming market by maximizing overall user satisfaction.
Upraise Your CX: 10 Voice of Customer Tools in 2024
So, are you searching for a tool that will rock and align your requirements? Don’t worry! We have listed below some VoC tools that will work like magic in navigating your organization’s growth and development and enhancing customer experience:
1. piHappiness
This is a customer experience platform that allows businesses to collect important customer feedback. With the help of this tool, you can improve the experience of customers and allow them to interact easily. It offers a combination of advanced analytics and a user-friendly interface with real-time data and survey summary.
Key Features:
- Dashboards and reports for customers
- Distribution of surveys via many channels
- Industry Focused, Customizable Survey Themes
- Management of users, roles, and access
- Survey Reminders, Recurring Surveys
- Multilingual Surveys
2. In Moment
This tool is considered as a valuable resource for businesses seeking to enhance customer experiences because it provides a combination of advanced analytics and a user-friendly interface.
Key Features:
- Journey mapping
- Real-time analytics for speech and text
- Touchpoint analysis
- Combined information gathering
- Experience Improvement Score in Predictive Analytics
3. Medallia
With voice analytics, Medallia is an organizational feedback management system that aggregates customer feedback at scale from several channels, such as email, websites, SMS, and phone calls. With the help of sophisticated text analytics, this software connects with customers through both requested and unwanted feedback, providing real-time data.
Key Features:
- Customized survey
- AI-integration
- Action related analytics
- Multi-channel feedback collection
4. Ask Nicely
Ask Nicely is a versatile Voice of Customer tool that is primarily designed to uplift CX by imposing real-time data. Through Net Promoter Score (NPS) surveys, this tool focuses on gathering customer’s opinions, assisting businesses in better understanding and managing their customer interactions.
Key Features:
- Dashboards in real-time
- Monitoring performance
- Acquisition of CX data
- Analysis of sentiment and text
- Various channels of feedback gathering
- Segmenting data
- Improved insights into customers
- Monitoring scorecards
5. Qualtrics
Qualtrics is a potent voice of the customer tool that uses natural language processing to set priorities for analyzing consumer expectations, and product improvement while producing transforming outcomes. It also makes it more straightforward to pass on surveys through any kind of media and provides customer voice insights, facilitating in finding obstacles to providing an excellent user experience.
Key Features:
- Gathering feedback at each touchpoint
- Both voice and text analytics
- Cutting-edge analytics and reporting
6. Forsta
This tool comprises five parts: identifying company requirements, creating a unique VoC program, hearing customer feedback, gathering feedback data across numerous platforms, and interpreting feedback to address customer questions and grievances.
Key Features:
- Collection of survey data
- Telling data stories
- Feedback routing automation
- Case resolution management
7. Survey Monkey
Entirely known for its simple use, this tool offers personalized surveys and feedback suitable for all sizes of businesses. It is the most straightforward interface which makes it easy to collect data and analyze the feedback of customers.
Key Features:
- Analytics in real-time
- Tailored templates and surveys
- Compatible with different apps
8. Sentisum
This is a customer platform that uses AI and natural language processing to evaluate and comprehend customer feedback from different sources which include reviews, customer support, and surveys.
Key Features:
- Personalized views and sophisticated filters
- Analysis of customer sentiment
- Real-time data analysis for customer support
9. NICE Satmetrics
This is a CX management tool that allows businesses to analyze, measure, and enhance customer satisfaction and loyalty to gain success.
Key Features:
- Simple AI-based sentiment analysis
- Speech and text analytics
- Automated agent workflows
10. Qualaroo
Qualaroo is a user research and consumer feedback tool that assists companies in grasping the requirements, preferences, and behavior of their customers and website visitors. It offers methods for monitoring user activity and conducting surveys to get both qualitative and quantitative feedback.
Key Features:
- Enables the creation of surveys in a variety of formats and languages
- NPS, CSAT, and CES surveys with customizable templates
- Works with a wide variety of tools
Choose the Appropriate VoC Tool
Whether you demand broad analytics, multi-channel integration, or real-time feedback, choosing the most suitable VoC tool will rely on your specific needs. With the distinct features that each of these tools offers, you can successfully modify your approach to improving customer experiences. So, choose the appropriate one for your business but don’t forget to consider the following factors:
- Feedback channels
- Integration abilities
- Flexibility and scalability
- User review and ratings
- Methodologies for text analytics
- User-friendliness
- Compliance and security
In a Nutshell
Indeed, VoC tools are the best mediums to improve customer experience! They offer actional perception generated from the feedback and allow the business to adapt strategies for future betterment. So, if you want to implement these VoC tools for your business, then take the above-mentioned guide as a reference. Also, give a thorough look at the factors to choose the right tool. Thus, drive growth, nurture your business, and ensure a superior customer experience. Happy Growing!
