In 2023, any business serious about customer service and improvement needs to learn how to collect the voice of the customer. Collecting and analyzing your customers’ voices helps in understanding how your customers feel about your product or services. It also allows you to know their specific wants, needs, and expectations.
To help you with your (VOC) process, we have listed some of the best Voice of the Customer (VOC) in 2023 below.
Qualaroo is one of the best VOC tools, which enables you to make various survey types of hearing your customer’s experiences and opinions. It’s also highly recommended because it offers you contextual feedback with actionable insights from your target audience. With its survey Nudge™ feature, you can include pop-up surveys on your website, mobile apps, and prototypes. It’s an excellent tool you can use to deploy surveys on time with ready-to-use survey templates.
This VOC tool has one of the complete suites of text analytics functions. Therefore, it’s the ideal choice for you if you intend to analyze your survey campaigns and customer sentiment on social media. You can utilize in-built integration APIs in integrating the tool with your business ecosystem. MonkeyLearn is ideal for mid-sized to large businesses. It allows you to design a sentiment analysis that suits your organization without coding.
Medallia is an excellent VOC analysis tool. It allows you to make both in-app and on-site surveys that you can share through email. Some of its unique features include an easy setup format, flag reviews, and an easy-to-navigate dashboard. It facilitates performance benchmarking, easy, competitive analysis, and comment review. It also allows you to manage to share and access permissions in the reporting section.
ProProfs Survey Maker
This VOC tool has advanced reporting capabilities and intelligent analytics. With this tool, you can use the right question types, questions, and themes to do interactive surveys. Thereafter, you can analyze customer responses and dig further by linking your survey with Google Analytics. It also enables you to manage customer churn, add scoring to survey questions, get email alerts about survey responses, and do surveys in 70 languages.
Qualtrics Connect is an excellent VOC software that allows you access to all written data about your company. These can either be from online conversations, reviews, or social media. This VOC tool also has ‘Emotion,’ ‘Intent,’ and ‘Sentiment’ analysis which detects and highlights customers’ needs. Other key functions include simplifying processes, personalizing customer and employee experiences, and extracting AI-enabled data insights to keep things on track.
InMoment is known for its robust text analysis capabilities, which allow you to gauge your customer’s sentiment in one glance. It enables you to identify and prioritize customer moments that require urgent attention or those that are highly impacting your organization. The tool also offers adequate reporting and analytical capabilities, which were designed to enable you to make better business decisions. Also, it helps with employee research and analysis.
SurveySensum assists you in conducting the research you need to understand the voice of your customer properly. It assists you in measuring customer loyalty by listening to them to know their expectations. To make this happen, it allows you to visualize customer feedback at various stages so you can make positive decisions at the right time, reduce customer churn to a great extent and make the right decisions at the right time.
This is an AI-powered VOC solution that extracts and analyzes text obtained from customer feedback. This VOC tool helps to evaluate the meaning behind texts and then classify them into various themes. Some of its most popular functions include data filters, theme customization, real-time alerts analysis and reporting, unified data analytics, as well as text & sentimental analytics. One of its best features includes one-click integrations to multiple feedback systems
Lexalytics is also useful for analyzing text and transforming them into resourceful data. One of its best features is text analytics meant for Robotic automation. It also gives you access to accurate analytical data, which is necessary for resolving customer issues on time. It has an excellent system in place for unlimited support through the training and integration stage.
This is a VOC survey tool made for organizations of various sizes to get customer feedback. With this tool, you can get customer insights on their expectations, requirements, thoughts, and how they view the experience you offer them. It enables you to create any survey and make your customers access them via multiple channels such as android tablets, smartphones, emails, websites, and SMS.
Depending on the size of your company and needs, you can use one or combine multiple VOC tools for the best results.