Shout it loud and shout it proud; VoC tools will make you AND your customers’ lives better.
With increasing customer demands and a rapidly changing landscape, whatever your business or industry, it has never been more critical to understand your customers and their needs.
Voice of the customer tools are designed to help companies listen and respond to customer feedback efficiently and effectively.
No more pretending to listen. No more nodding your head, smiling, and saying, “Cool story, bro!” VoC tools allow you to listen easily, comprehend customer feedback, and make meaningful changes to your service or product. With the right tools, you can be confident that you’re providing top-notch customer service and building solid relationships with customers.
Essentially you are here to avoid this FUN FUN FUN (it’s not) type of collaboration that Ian will now demonstrate:
@tldv.io Another day at another tech company #tech #startup #corporatehumor #product #sales #cs #dev
♬ original sound - tldv.io - AI Meeting Recorder
But what is the Voice of the Customer?
The Voice of the Customer, or VoC, is a process used to collect customer feedback to gain insights into customer preferences and needs. It’s an effective method for uncovering what customers think about your brand, products, and services and how they use them.
VoC is also vital for understanding customer pain points and areas where customer experience can be improved. Ultimately it is the “proof” that helps create products.
What do VoC tools do?
Voice of the customer solutions bring customer feedback to life and gives you a comprehensive view of your customers.
VoC tools allow you to quickly and easily collect customer feedback on any channel. You’ll be able to identify common themes in customer comments, prioritize product development initiatives based on customer demand, and respond quickly to complaints or issues. Plus, with the advent of AI and GPT tools, VoC tools are becoming even smarter. Like really smart, almost like Lassie.
How can VoC tools help your business?
VoC tools can help your business in numerous ways. As mentioned, they allow you to capture customer feedback quickly and easily, identify customer pain points and provide insights into what customers want and need. This means that you can actively respond to customer issues with products and measure the effectiveness of your customer service efforts.
Finally, with AI-powered VoC tools, you can gain valuable insights into customer trends and preferences faster than ever before. No more thinking about it and trying to put the pieces together. The jigsaw becomes fully formed with AI insight.
So, the tools? Let’s get into it!
tl;dv
Our absolute favorite tool, of course! Its incredible for capturing the VoC. This intelligent video recorder can really amplify the voices of your customers by being able to record words directly from your customers. Equally crucial, it will also allow you to build and cultivate an extensive repository of customer voices to be built up.
By analyzing customer feedback in video form, companies can improve their products and services, enhance customer satisfaction, and ultimately drive business growth. It’s simply the most accurate way of capturing customer feedback. Equally, by being able to share it with multiple stakeholders (at a time that suits them!) you can ensure that any potential bias is squashed as well.
Some of the key features of tl;dv that can really help with the VoC are automatic transcription and automatic speaker recognition. In addition to this, you can also search the repository for keywords and phrases that customers use to express their views and opinions, so you can better understand what’s working for them – and what’s not. This can then be turned into a fantastic magic reel of snippets to share across the wider company to really emphasize the essential points.
By using tl;dv, companies can get a real sense of what customers really think and need from their services, improving customer experiences in the process. All leading to a better understanding of the VoC, with more meaningful customer feedback being collected than ever before. You can have real empathy with your customer base and really make sure that the words being spoken match up with the company roadmaps and decisions. It’s all there to reference in a few clicks.
Kapiche
Kapiche is an AI-driven tool that helps analyze customer feedback more effectively. It uses Natural Language Processing (NLP) and Machine Learning algorithms to help you uncover insights into customer preferences and identify common themes in customer comments.
Kapiche can also monitor customer sentiment, so you can track how customers feel about your product or service over time. With Kapiche, you can quickly identify key opportunities and areas for improvement in customer experience and spot emerging trends early on.
Kapiche is excellent for analyzing customer feedback at scale by automatically creating reports that feature metrics such as sentiment analysis, topic modeling, and intent classification. This makes it easy to understand the Voice of the Customer and allows you to act on customer feedback quickly.
Nicereply
Nicereply is like a secret agent that helps you gather intel on your customers’ opinions about your brand, products, and services.
With Nicereply, you get to send out survey questions that are as cool as your marketing team (with customization options) and get responses that are as organized as a well-kept closet (with filters and tags). Plus, you can analyze the results with graphs that are as clear as crystal (with trend analysis).
But that’s not all! Nicereply can also work as a referee between you and your customers, helping you resolve issues and maintain good relationships. And if you want to make sure your team is performing well, it can also act like a teacher with a ruler (eek!) with performance monitoring and coaching.
Forsta
With Forsta’s interactive dashboards, you can put yourself in your customers’ shoes (figuratively, of course – we don’t recommend wearing your customers’ shoes 🙅🙅🙅). This means you can easily spot any issues and get to the bottom of what’s going on, with data-backed insights that eliminate the need for wild guesses. Not only that, but it can be usedfor employee training and best practices, making it a bit like a virtual customer experience coach – minus the whistle and track pants.
By tracking your company’s performance in categories like industry, product, and region, you can really get a handle on what’s working and what needs improvement. The tools that Forsta offers are great for sharing effective strategies with others, so you can all work together to deliver the best possible customer experience. Using real customer and operational data, it can help you make informed decisions that even your mom would be proud of.
Kraftful
Tired of guessing what your customers want? Do you wish you could read their minds (but, you know, without the whole psychic thing)? Hang on… I see a VoC tool in your future! It’s called Kraftful, and it’s like having a hybrid ChatGPT and Sherlock Holmes-level detective on your team, but instead of solving crimes, it’s solving the mystery of customer behavior.
Here’s how it works: Kraftful uses some fancy AI technology to analyze reviews, comments, and other customer feedback from all corners of the internet. It’s like having an army of interns reading Yelp reviews all day but without the actual army of interns. No, no, no. You can get the intern to do actual proper work that’s going to offer even more value. Huzzah!
You’ll be able to get a better understanding of what your customers love (and what they hate, but let’s focus on the positive here), so you can give them more of what they want and less of what they don’t. It’s like having a magic wand that makes your customers happier and your business more successful. Plus, you won’t have to bribe anyone with free samples to leave you good reviews anymore.
Verint
Verint is like that one friend who always knows what you’re thinking before you even say it. It’s a super-smart software that uses voice of the customer technology to help businesses understand their customers better than they understand themselves.
With Verint, you can capture feedback from your customers in real time and turn it into actionable insights that can help improve your business. It’s like having a personal mind reader for your customers!
One of the best features of Verint is its ability to analyze customer interactions across multiple channels, including social media, email, and phone. So if your customers are raving about your products on Twitter but complaining about your customer service on Facebook, Verint will know how to handle it all.
And let’s not forget about the benefits. Verint can help reduce customer churn, increase customer loyalty, and improve your bottom line. Plus, with its intuitive interface and easy-to-use tools, even the least tech-savvy of your employees can become a VoC pro in no time. Just think of all that lovely ROI. *swoon*
Idiomatic
With its powerful customer feedback analytics software, Idiomatic can help businesses understand their customers better than they understand themselves.
People particularly like Idiomatic’s for its ability to pull feedback from multiple channels, including social media, email, and phone, and aggregate it into one place. It’s like having a super-powered feedback magnet that attracts all the juicy customer insights you need to make informed decisions.
Idiomatic’s AI-powered sentiment analysis is also the nuts. This futuristic technology can identify and categorize feedback as positive, negative, or neutral faster than you can say “customer feedback.” With this information, businesses can quickly identify areas for improvement and take action to enhance the customer experience.
MonkeyLearn
Tired of sifting through endless amounts of customer feedback? Is the thought of manually categorizing comments making you want to pull your hair out?
MonkeyLearn is here to save the day (and your hairline).
With this VoC tool you can let the monkeys do the work for you (well, technically, it’s advanced AI algorithms, but who’s keeping track?). This platform uses the power of machine learning and natural language processing to automatically clean and label your customer feedback, so you can spend less time slogging through data and more time actually using the insights to improve your business.
And if that’s not enough to convince you, MonkeyLearn also lets you create your own custom models to fit your unique needs. Plus, customizable dashboards make it easy to visualize the data in a way that makes sense to you (because who doesn’t love pretty graphs?).
No need to go bananas (sorry, couldn’t resist) when trying to get that all-important VoC.
Wootric
Do you want to improve your customer experience but need help figuring out where to start? Say hello to Wootric – the ultimate solution for businesses that want to turn customer feedback into actionable insights (without needing a Ph.D. in data science).
With Wootric, you get powerful tools that make it easy to measure customer satisfaction and collect real-time feedback. Whether you want to send out NPS surveys, CSAT surveys, or something else entirely, Wootric has you covered. And with advanced analytics and reporting, you can quickly identify trends, segment your data, and see what’s driving customer satisfaction (or dissatisfaction).
That’s not all either. This Voice of the Customer solution also helps you close the feedback loop with customers, so you can show them that you’re listening and taking action on their feedback. With features like in-app feedback tagging and personalized follow-ups, you can create a feedback loop that keeps customers engaged and happy.
And if you’re worried about integration, don’t be. It integrates with all the major platforms, including Salesforce, HubSpot, and Slack, so you can quickly bring customer feedback into your existing workflows and systems.
GetFeedback
Tired of hearing crickets chirping when you ask your customers for feedback? Fear not, for GetFeedback is here to save the day! You don’t even need to be able to code either. Just use the editor to create pretty little surveys to get pretty little data that’ll make all the difference.
GetFeedback is a cloud-based platform that makes gathering customer feedback a breeze. Say goodbye to bland, impersonal surveys and hello to customizable and engaging surveys that your customers will actually want to fill out (yes, you read that right!).
Not only that, but GetFeedback gives you real-time access to all your feedback data, so you can spot trends and make informed decisions on the fly. Plus, it integrates seamlessly with other tools like Salesforce and Slack, making it even easier to stay on top of customer feedback and respond to their needs.
Medallia
If you’re feeling unsure about what your customers really think of your products or services, don’t worry – Medallia is here to help shed some light on the whole sitch.
Medallia offers a customer experience management tool with a complete 360-degree view of your customer feedback. This allows you to better understand the big picture and make well-informed decisions on how to improve your products and services.
With this VoC solution, you can customize your surveys to create a more conversational experience for your customers. This means they’ll feel more comfortable sharing their thoughts and opinions rather than feeling like they’re filling out another tedious questionnaire. And with real-time access to all your feedback data, you can make quick adjustments as needed.
What’s more, Medallia’s AI-powered analytics helps you identify patterns and trends in your customer feedback, so you can focus on the areas that matter most. Plus, it integrates with other tools like Salesforce and Slack, making it even easier to collaborate with your team and stay on top of your customer feedback.
VoC Tools: Because Your Mom Isn't the Only One Who Cares
If you’re not using any type of voice of the customer software, you’re missing out on some serious feedback fun! And if you are doing things manully still then, you ok, buddy? You must be exhausted
These VoC solutions are the real deal when it comes to an understanding what your customers want and need, and they’re worth every penny you invest in them.
Gone are the days of blindly guessing what your customers think or letting bias intefere with all your plans. With VoC tools, you can get down and dirty with their opinions and use them to improve your business. It’s like having a direct line to the customer’s brain without having to perform any spooky mind-reading tricks!
And hey, if you’re not convinced yet, why not give tl;dv a try for free? Honestly, you won’t regret it. You’ll soon have more feedback than a contestant on a reality TV show gets on Twitter (ouch).
So go ahead and take the plunge, my friends. Your business and your customers will thank you for it.
