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.