Top 7 Voice of Customer Tools for VoC Analysis in 2024

Success in today's business world depends on understanding your customers. Knowing what they are saying and gaining insights into their experiences is crucial for any business. This is where Voice of the Customer (VoC) analysis becomes essential.

In this post, we'll cover the top 7 Voice of Customer Tools that will be leading the pack in 2024. At the same time, we will share some VoC related knowledge and introduce a very suitable tool for customer service support system to help enterprises make better VoC.

Part 1. What Is Vocie of Customer ?

Voice of Customer Definition

In short, Voice of the Customer (VoC) refers to the feedback, opinions, and insights you collect from customers about their interactions with your business.

This information can come from various sources, including surveys, reviews, social media, chat logs, and more. VoC provides a comprehensive view of the customer journey, enabling companies or brands to identify pain points and opportunities for improvement, and enhance the customer experience.

Part 2. Why Is Voice of the Customer Strategy Important?

Why is the VoC strategy so important? The benefits of VoC are mainly reflected in the following aspects:

• Improves customer satisfaction by addressing their needs and preferences.
• Identifies pain points to make targeted improvements.
• Drives innovation based on customer feedback.
• Enhances loyalty by showing customers they are heard.
• Boosts revenue through repeat purchases and referrals.
• Reduces churn by proactively addressing issues.

In short, Voice of the Customer helps businesses turn their product or service into something customers really want, and keeps customers investing their time and money. VoC doesn't just gather data, it focuses on understanding it.

Part 3. Comparison of the Top 7 VoC tools

Part 4. 7 Best Voice of Customer Tools You Need in 2024

1. Sentisum

Sentisum is a customer platform using AI and NLP(Natural Language Processing) to analyze feedback from customer support, reviews, and surveys,etc. It specializes in tagging and sentiment analysis of support conversations.

2. Medallia

Medallia is a comprehensive customer experience management platform that helps businesses understand and improve customer interactions through a set of tools and services for capturing, analyzing, and acting on feedback.

3. Qualtrics XM (Formerly Clarabridge)

Qualtrics XM, which includes XM Discover and Qualtrics Connect after acquiring Clarabridge in 2021, acts as a centralized hub for voice-of-the-customer campaigns. The data collected can be easily filtered and analyse with advanced natural language processing.

4. AskNicely

AskNicely is a customer experience and feedback management platform focused on creating and distributing customer satisfaction surveys via SMS, email, or web to measure sentiment and satisfaction.

5. Birdeye

A reputation management platform with tools for monitoring reviews, collecting feedback, and customer engagement, helping businesses manage and improve their online presence, customer reviews, and overall experience

6. InMoment

InMoment offers advanced analytics and reporting to extract actionable insights and identify trends, enabling data-driven decision-making and improved customer experiences.

7. GetFeedback

A customer experience and online survey platform that helps businesses gather valuable feedback through customizable surveys for market research and improved customer satisfaction.

Part 5. Choosing the Right Tone of Voice in Customer Service

40% of customers prefer phone support over other customer service forms. If your company uses an IVR system for customer support, or if your company is responsible for developing an IVR system, then you've already know the significance of the voice of customer service.

The use of natural lifelike voice dialogue with customers is conducive to guiding customers to give real and effective feedback.

Here's a fully-functional AI tool to help you choose the right tone and right voice of VoC in customer service.

VoxBox - Best AI Voice Generator for Customer Service

Here are the Top Features of VoxBox you don't want to miss:

Part 6. Hot FAQs about Voice of Customer Analysis

1. What is voice of the customer framework?

The Voice of Customer (VoC) framework is a structured approach to capturing, analyzing, and acting on customer feedback to enhance customer experience and drive business improvements. It involves gathering insights from customers about their needs, preferences, and experiences with a product or service.

Here are the key elements of a VoC framework: feedback collection, data analysis, action implementation, feedback loop closure, feedback-driven product development, prioritizing customer success, customer focus.

2. What is voice of customer example?

An example of Voice of Customer (VoC) analysis involves collecting feedback from customers about a product or service and analyzing that feedback to gain insights and make data-driven decisions. Here's a more concise example:

Objective: Improve customer satisfaction and dining experience.

The restaurant collects feedback from diners using feedback cards, online surveys, and social media reviews. All feedback is stored in one central system. They analyze this feedback to identify common issues like long wait times and food quality.

Based on the insights, the restaurant addresses these key issues and adjusts the menu. They also provide staff training and improve kitchen operations to reduce wait times. Regular reviews of feedback and ongoing customer input help ensure continuous improvement.

3. How to choose right tone of voice in customer service?

Determine the specific language to use and how you want customers to feel when interacting with your brand. Then use AI voice generator to generate the perfect tone and voice used in customer service call center.