Voice of the Customer (VoC)

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Definition

Voice of the Customer (VoC) Tools collect customers’ feedback about their experiences and expectations about products or services. The focus is on customer needs, expectations, understandings, and product improvement.

Gartner defines Voice of the customer (VoC) solutions as those that combine multiple, traditionally siloed technologies associated with the capture, storage and analysis of direct, indirect and inferred customer feedback. Technologies such as social media monitoring, enterprise feedback management, speech analytics, text mining and Web analytics are integrated to provide a holistic view of the customer’s voice. The resultant customer insights are acted on by disseminating relevant information to the right person at the right time on the right channel.

Source: Gartner

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Products

Blue is an experience management platform that allows you to fully automate your feedback gathering processes, making them more efficient. Leverage your existing infrastructure (SIS, HRIS, LMS, SSO, CRM, etc.) through Blue’s best-in-class integration...
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Blue Analytics is a standalone feedback analytics platform that offers all the tools that stakeholders within your organization might need to support decisions including text analytics, flexible reporting, and interactive dashboards.
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Chattermill applies artificial neural networks to customer feedback that learn from your data and help you make more customer centric decisions.
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CHI Express is a real-time customer feedback management solution. CHI Express provides simple online interfaces to configure and schedule CSAT & NPS surveys integrated with your CRM system. Integration of customer experience management surveys with y...
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Clearly Here is a transparency marketing platform to cultivate lively feedback and build trust.
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CLIENTpulse automates the tedious task of collecting ongoing feedback from your clients. Either upload your clients or manually enter them, and CLIENTpulse will create smart surveys, send reminders, and collect responses. Review insights in a clean a...
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The Confirmit Horizons platform provides end-to-end management of Voice of the Customer programs, Voice of the Employee programs, and Market Research projects. Features include Action Planner, a collaborative tool that supports the launch and managem...
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By Fexco
Core Realtime captures feedback across various channels in real time. Every piece of customer feedback is analyzed & measured which allows a personalized and automated way of closing of the customer feedback loop in real time.
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Crowdsignal is a flexible survey creation tool. Collect, organize and analyze data from a variety of sources, including social media and mobile.
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CustomerCount is a customer feedback management system that collects, measures and reports customer feedback through branded, customized online surveys.
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