10 Voice of the Customer tools to adopt this 2024
List of Voice of the Customer (VoC) tools
According to a study from Salesforce, a satisfying interaction with customer service leads to 89% of customers considering making another purchase. But you can’t provide excellent service to your consumers if you don’t know how they feel.
On the other hand, customer experiences may be enhanced through automation and with the help of Voice of the Customer tools (VoC).
When using VoC tools, you can:
- Identify possible brand crises and early warning signs
- Test innovative thoughts and ideas
- Adjust your offerings (including price, packaging, extras, and features) to serve your clientele better
- Retain more of your current clients
- Provide the answers your clients are looking for
Thinking about how Voice of the Customer tools will work for your business is crucial. These tools enable companies to gather customer feedback and use it to make informed business decisions.
However, keep in mind that other VoC can be complicated to set up and use, and their user platforms aren’t often beneficial.
Although many VoC systems excel at collecting large volumes of descriptive data, they often fail to provide insight into how that knowledge might be used inside an organization
You need to be careful while choosing a VoC service provider. Implementing the incorrect solution might waste time and money while also causing internal tensions.
This article discusses ten VoC tools you should consider adopting in your organization this 2024.
What are the Voice of the Customer tools (VoC)?
Voice of the Customer (VoC) tools are software, programs, or procedures that collect consumer opinions, views, and feedback. These tools can take many forms, from surveys and feedback forms to social media monitoring and consumer behavior analysis.
Once the feedback is collected, it can be analyzed using various tools and techniques, such as text analytics and sentiment analysis, to identify trends and patterns in the data.
Data collected directly or indirectly from clients assists businesses in making more informed decisions by learning about the buyer or user.
Moreover, these Voice of the Customer tools can range from basic smartphone surveys — to predictive analytics to suggest which items to buy and how to price them for the best return.
There are several Voice of the Customer tools available on the market. According to Gartner, VoC systems integrate many input sources, such as direct and indirect consumer contacts.
Companies may gain a more comprehensive perspective of their consumers’ voices by combining the following:
- Social media monitoring
- Corporate feedback management
- Speech analytics
- Text mining
- Web analytics
As the industry expands, more and more organizations will require the assistance of specialists to implement new Voice of the Customer tools.
Keep in mind that VoC tools aim to help businesses better understand their customers’ needs, preferences, and pain points. This allows companies to improve their products, services, and overall customer experience.
Furthermore, these tools can be used to make data-driven decisions to enhance customer experience and drive business success.
10 VoC tools to adopt in your organization
In no particular order, here are the ten Voice of the Customer tools you can adopt in your organization:
1. ResponseTek
ResponseTek is one of the Voice of the Customer tools that enables organizations to collect real-time consumer feedback via surveys, social media monitoring, and text analytics.
It also provides predictive analytics to assist organizations in identifying possible problems before they become serious concerns.
The ResponseTek platform is intended to assist organizations in making smart decisions fast and improving the customer experience.
Features
Here are the following features of ResponseTek:
- Real-time customer feedback
- Predictive analytics to identify potential issues
- Helps businesses make informed decisions quickly
2. QualtricsXM
QualtricsXM is a comprehensive customer experience management platform. This platform incorporates Voice of the Customer tools, customer path mapping, and staff experience surveys into its system.
This CRM platform is intended to assist organizations in gathering feedback across different customer pain points and gaining a comprehensive customer experience perspective. QualtricsXM is very customizable and has powerful analytics capabilities.
Features
Here are the following features of QualtricsXM:
- Automatically sends recommended actions to users
- Instantly have access to prescriptive insights, allowing you to focus on critical business areas
- With a total of 27 channels and 128 data sources pouring into a single platform
3. Medallia
Medallia is among the Voice of the Customer tools that provides surveys, social media monitoring, and text analytics to assist organizations in gathering consumer feedback.
It also gives firms AI-powered analytics to help them spot trends and patterns in client feedback. Medallia’s platform is intended to assist businesses in using data to improve the customer experience.
Features
Here are the following features of Medallia:
- Captures feedback signals for a comprehensive customer experience
- Unbiased results for decision-making
- Translate speech to text in 30+ languages
- Automatically observes digital behaviors
4. InMoment
InMoment’s suite of Voice of the Customer tools includes everything from surveys to feedback forms to social media listening.
It provides predictive analytics and AI-powered insights to aid organizations in making data-driven decisions.
InMoment’s platform aims to assist organizations in enhancing the customer experience by collecting input from various consumer touchpoints.
Features
Here are the following features of InMoment:
- DIY integrated insights to reduce operational costs
- Employs integrated AI to eliminate data silos
- Helps businesses gather feedback across the customer journey
5. NICE Satmetrix
NICE Satmetrix is a valuable VoCtool that includes polls, forms for customer input, and social media monitoring.
This VoC platform was developed to aid organizations in collecting consumer feedback across numerous channels and deducing patterns in the customer experience. It also has high-end tools for reporting and analytics.
Features
Here are the following features of NICE Satmetrix:
- Smart self-service that empowers customers to resolve their needs anytime and anywhere
- Agent automation to achieve full performance
- Uses a CX-focused (a purpose-built artificial intelligence engine) to build the appropriate CXi trips
6. Forsta HX
Forsta HX is one of the providers of Voice of Customer tools like surveys, feedback forms, and social media monitoring.
It also delivers AI-powered analytics to help data analysts and marketing teams spot trends and patterns in client feedback.
The platform of Forsta HX is intended to assist organizations in taking a data-driven approach to improving the customer experience.
Features
- Gathers data you need from any platforms or channels
- Uses advanced analytics tools and approaches (centralized data hub, text analytics, exploratory analysis, voice sentiment analysis)
- Helps businesses take a data-driven approach to improving the customer experience
7. MonkeyLearn
MonkeyLearn is one of the best Voice of the Customer tools for analyzing consumer input from diverse sources, like surveys, social media, and customer care complaints.
This platform was made to assist organizations with more advanced consumer feedback analysis.
Features
- Has direct integrations with Zapier and API
- Turns text into tags powered by machine learning
- Helps businesses analyze customer feedback in a more sophisticated way
8. VerintXM
Surveys, feedback forms, and social media monitoring are just some of the Voice of the Customer tools options available from VerintXM. It also has high-end tools for reporting and analytics.
The goal of VerintXM’s platform is to assist organizations in collecting customer feedback across channels to understand their customers’ buying experiences better.
Features
- Analyzes current business processes
- Has “ask the expert” service design that directs users to quick guidance forums
9. SentiSum
Like MonkeyLearn, SentiSum is also one of the good Voice of the Customer tools and a text analytics software for analyzing surveys to understand customer behavior better.
Additionally, it offers AI-driven analytics to help companies spot patterns in client feedback. SentiSum’s platform aims to provide organizations with a more sophisticated means of analyzing client feedback.
Features
- Automated tagging and reporting
- CSAT analytics
- Auto-routing
- Auto-prioritization
- Review monitoring
10. AskNicely
AskNicely combines surveys, feedback forms, and NPS monitoring into one user-friendly Voice of the Customer (VoC) platform. This platform facilitates easy and rapid feedback collection for businesses.
Features
- Measures every customer experience using NPS
- Tracks performance across teams
- Connects instantly to the tools the clients and employees often use
Choose the right Voice of the Customer tools for your firm
When choosing VoC tools for your organization, it’s essential to consider your specific needs and goals.
Think about the types of feedback you want to collect, the sources you want to monitor, and the level of analysis you require. You should also consider factors like ease of use, cost, and integration with other tools and systems.
It’s also important to involve key departments in the decision-making process, such as:
- Customer service representatives
- Product managers
- Marketing teams
- Data analyst teams
By involving these departments, you can ensure that the Voice of the Customer tools you choose align with your business goals and meet your customers’ needs.
Adopting the right VoC tools can also help you gain valuable insights into your customer’s needs and preferences.
Explore these Voice of the Customer tools and see how they can benefit your organization today and beyond!
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