VoC (Voice of Customer) Software

Voice of the Customer (VoC) is a term that describes your customer’s feedback about their experiences with and expectations for your products or services. The voice of the customer is best heard as an ongoing conversation. The key to creating an effective voice of the customer program is to gather and use information in a timely way that helps you to improve. Organizations often have multiple touch points with the customer that occur all across the organisation, including sales, support, warranty and accounting interactions.

Voice of the Customer (VoC) is measured by collecting customer feedback across multiple touchpoints via surveys (e.g., NPS, CSAT, CES), interviews, focus groups, and social media monitoring. There is not one metric, but rather analysing direct, indirect, and inferred feedback to understand expectations, preferences, and aversions. You can use text analytics to process unstructured data from open-ended questions and commentary and combine these insights with customer behaviour data and sentiment analysis to form a comprehensive view of customer experiences, which can guide customer-centric decision-making and strategic improvements.

No one becomes an industry leader without listening first to the customer. Customer perceived quality and above-average customer service have been proven time and again to be leading drivers of business success. When your customers share their voice in real-time with your organisation, they expect you to listen, act and report back to them on progress. The most effective Voice of Customer programs allow you to connect and engage with customers at key points along the customer journey.

To build a Voice of Customer (VoC) program, start by defining clear objectives aligned with business goals.

1. Identify key customer touchpoints and implement data collection methods such as surveys, interviews, and social listening tools
2. Integrate and analyse data using text analytics and sentiment analysis
3. Ensure organisational buy-in and train staff on customer-centric approaches
4. Act on insights by making continuous improvements and close the feedback loop with customers
5. Ensure the impact of changes and adjust your strategy accordingly to enhance customer experience

A Customer Experience (CX) program encompasses all initiatives a company takes to improve the overall customer journey and satisfaction, focusing on the interactions between the customer and the brand. In contrast, a Voice of Customer (VoC) program is specifically dedicated to capturing, analyzing, and responding to customer feedback and insights to inform CX strategies. VoC is a component of CX, providing the data and customer perspective needed to drive CX improvements.

Digital Voice of Customer (VoC) involves collecting and analysing customer feedback from digital channels and touchpoints like websites, mobile apps, social media, and online reviews to understand online experiences and expectations, which can inform business decisions and digital experience enhancements.

Qualtrics Customer Experience software focuses on customer needs, expectations, understandings, and product improvement. With Qualtrics, you get the power of the ultimate listening engine, predictive intelligence and analytics, and full closed-loop actioning capabilities, so you can gain a holistic understanding of your customers’ experiences and take the right actions that drive meaningful impact.