Voice of customer tools are software applications that gather feedback from a customer base. Typically, VoC tools capture data from websites, emails, and points of customer interactions. Feedback collection strategies can be as simple as mobile surveys, interviews, suggestions, focus groups, and observations.
The main objective of using VoC tools is to gather actionable data that can help businesses improve customer experience. In addition, businesses can use insights gathered from the software to improve products or customer service support.
Various VoC tools are available in the market, and businesses can optimize them depending on their needs. Aside from Dovetail, some of the common VoC tools are:
• Sentiment analysis software: Keatext, MonkeyLearn, and Relative Analytics
• Auto ticket tagging: Alchemer
• Feedback management platforms: Confirmit, and SurveyMonkey
• Customer journey mapping: Forsta, Qualtrics, and Medallia
Businesses should pick the appropriate VoC tool depending on their business models. As attractive as many of these VoC tools may look, you need to understand what will benefit your business.
When choosing the perfect VoC software for your business, consider the following:
• Size of business (are you a small business or an enterprise?)
• Objectives of listening to the customer's voice
• Technical limitations such as privacy
Once you’ve determined the best customer analysis software, define your VoC strategic goals. Setting your business goals is the first step in running a successful VoC program. This includes creating a plan for execution and determining all persons involved. Common goals include improving customer experience, building better products, introducing new services, or determining market share.