Customer needs and demands only continue to grow as we find ourselves deeply entrenched in the customer experience era. Customers expect more than ever from the brands they use. To meet ever-increasing customer needs, businesses are more focused than ever on the voice of the customer Voc analysis, which involves collecting customer feedback and analyzing it for customer insights. Voc collection tools can tell you how your customers use your products and services, uncover the major pain points on the customer journey, and understand customers’ general satisfaction with their purchases, in order to improve products and services and the overall customer experience. There are a number of Voc collection tools you can put to work on your customer data to better understand customers’ opinions, needs, and desires
What is meant by VOC collection tools?
Voice of customer Voc collection tools is applications and processes used to collect and analyze customer feedback from surveys, customer service interactions, product reviews, social media, etc., in order to become more customer-centric and make data-driven decisions to improve your business. Some voice of customer software simply analyzes user behavior, others dive deeper into unstructured data, and some are focused on reporting on the analyses (with visualizations and predictive analyses), and some can do all of the above.
Top Enterprise Voc collection tools Softwares & Platforms!
Monkey Learn:
Monkey Learn is a no-code text analysis platform that can take you from Voc collection tools to data visualization in just a few steps. Analyze your qualitative data to understand the Voc and streamline internal processes using integrations with tools, like Zendesk, Freshdesk, Zapier, Google Sheets, and more. You can set up Omnichannel support, automate ticket tagging and routing, and extract and analyze your customer feedback for the real-time voice of customer insights. MonkeyLearn’s visual dashboard delivers the instant voice of customer insights to help understand why your customers are making decisions.
Medallia:
Medallia is focused on experience management (XM), which can be simply explained as the “voice of everyone” aiming to improve the experiences between a company and all entities they interact with: employees, customers, vendors, company stakeholders, etc. The feedback management software helps you collect both solicited and unsolicited feedback, and translates it into real-time insights. Voc collection tools help you understand what your customers are experiencing. Their CX apps, Medallia Mobile and Medallia Voices combine customer survey data, internal customer data, and web use data analytics to offer immediate results on mobile devices, so users always have the most recent data at the ready.
SentiSum:
SentiSum focuses on analyzing the voice of the customer in support tickets. The platform automatically tags tickets by topic and sentiment using AI, otherwise known as aspect-based sentiment analysis, to help companies understand customer experience at a granular level. The Voc collection tool software is easy to use, and can easily identify and report areas for improvement, as well as automate tasks like routing, prioritization, and more. Connect your data through integrations like Zendesk and Freshdesk, and transcribe your voice calls into text so you can perform analytics on all voice of customer data.
Confirmit
Confirmit presents a 5-stage process to analyze the voice of customers, allowing businesses to listen to customer feedback, integrate operational and free-form text data, and generate powerful insights:
- Define business needs and issues.
- Design a Voc collection tool program to these needs.
- Listen to Voc with multi-channel data collection.
- Analyze your feedback with a variety of techniques from structured to unstructured data analysis.
- Act on the results.
- This process combines customer experience analytics with employee engagement and market research to offer a “big picture” analysis.
Clarabridge
Clarabridge’s strategy for Voc collection tools analysis is to manage. The customer journey from start to finish by analyzing customer effort, customer engagement. And customer emotion to understand how customers feel about every aspect of a business. Their 11-point sentiment analysis scale uses sentence context, industry-specific language. And stemming and lemmatization to go beyond simple “positive” and “negative” ratings of open-ended comments and responses.
Verint ForeSEE
Verint ForeSEE offers the very Experience Cloud, a multidisciplinary, multi-technique. Voc collection tools solution that seeks customer feedback and ensures that. A company’s internal teams are notified to encourage collaboration. And “close the feedback loop,” so customers are never left out in the cold. Verint’s XM tools offer real-time alerts and easy-to-use dashboard to map Voc from start to finish.
NICE Satmetrix
Co-develop by one of the creators of the Net Promoter Score. NICE Satmetrix is steep in Voc collection tools analysis. It’s an all-around customer experience program design to integrate internal processes. And data gathering to deliver insights and drive “your action management process.
Bottom line:
It’s clear that Voc collection tools software is important. To help keep track of what your customers are saying and improve their overall experience.
Some voice of customer tools collect and analyze your data. But only scratch the surface of what customers are trying to tell you. Others provide a more in-depth view of your customers’ thoughts and opinions.
Reference: https://monkeylearn.com/blog/voice-of-customer-tools/