Voice of the customer tools: an overview of popular applications

What voice of the customer tools can help you get to know your customers better

Voice of Customer (VoC) tools help build long-term relationships with customers and improve the customer experience. They are applications that collect, analyse and interpret feedback. Feedback can come from a variety of sources, such as social media or surveys.

The main goal of the tools outlined is to provide a comprehensive picture of understanding audience sentiment, pain points and preferences. They provide companies with qualitative and quantitative data. This information becomes the basis for improving customer service and marketing strategies. Understanding the customer enables more informed decisions to be made about business development. It also helps to increase customer loyalty and build consumer trust.

Overview of the best tools

There are many VoC applications on the market for data collection and analysis. The most popular among them are:

1. Revuze. An AI solution that qualitatively processes reviews and surveys. It also validates reviews and extracts information that is important for the company.
2. Satisfactory. The software focuses on collecting customer opinions on satisfaction levels. The information is collected through an interactive form, and the report is available in real time. 
3. GetFeedback. This is a universal data collection tool for different market sectors. It has a simple drag-and-drop survey builder. Feedback is collected through a variety of channels.
4. Chattermill. The application uses sophisticated AI and machine learning algorithms to analyse feedback. This turns unstructured information into qualitative data.
5. Medallia. This tool allows you to collect information from different consumer touchpoints with the company. It offers a wide range of analytical capabilities that can form the basis of a business strategy.

Dedicated applications provide a variety of features to conduct surveys at different stages of the customer journey. This way, you can monitor consumer sentiment and better respond to their demands.

Tools benefits

VoC programmes help to understand customer behaviour and analyse their purchasing decisions. This is extremely important in a volatile market, where the preferences of the target audience change rapidly. Gathering feedback also identifies the pros and cons of certain products. Based on consumer opinion, the company can improve the functionality or design of its products. This, in turn, increases customer loyalty. It also lets customers know that the company cares about their opinions.

Real-time data collection can make timely adjustments to marketing strategy. This improves business performance and reduces the risk of loss.

A deep understanding of the customer helps the company to remain flexible and competitive in the marketplace. These qualities are essential in times of economic hardship and global turmoil.