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Turn Customer Feedback into Insights with the Best VoC Software

Listen to the voice of your customer and improve customer satisfaction with Zonka Feedback. Tap into every channel, get real-time insights, and close the feedback loop.  

voice of customer tools

Top 8 Best Voice of Customer (VoC) Tools To Enhance CX in 2025

You walk into a store, and without saying a word, the salesperson hands you exactly what you need. It feels almost magical, as if they could read your mind!

Now, imagine if your business could do the same—not just in a store, but across every customer interaction, at every touchpoint.

In today's world, the customer is king—and every successful business knows it. But understanding what your "king" truly wants can be challenging, especially when feedback is scattered across different platforms and channels.

Here comes Voice of the Customer (VoC) software.

Voice of customer tools are designed to listen to the customer across every touchpoint in their journey, offering a single, unified view of what your customers are feeling and why. These tools go beyond simply collecting feedback—they help you understand your customers at a deeper level, turning raw insights into actionable strategies that elevate customer experience.

For any business aiming to thrive in the current market, having the right VoC tool is no longer optional—it’s a necessity. In this post, we’ll explore the 11 best Voice of Customer (VoC) tools that can help you not only listen to your customers but also act on their feedback to truly enhance customer satisfaction.

Ready to give your customers the royal treatment? Let’s dive in!

TL;DR

  • Voice of Customer software helps businesses capture and analyze customer feedback from various channels, enabling enterprises to enhance customer satisfaction, drive loyalty, make informed decisions, and achieve higher profitability through actionable insights.

  • Our list of top VoC tools includes names like Zonka Feedback, AskNicely, Qualtrics, InMoment, Medallia, CustomerGauge, and more.

  • After detailed research and trials of multiple VoC tools, we have curated this list of 11 best VoC software based on different parameters- like their enterprise-level offerings, pros and cons, and the key features that they offer as a VoC tool. 

  • At Zonka Feedback, we’ve helped global enterprises actively listen to their customers and enhance their experiences through our comprehensive VoC and feedback management platform. Want to see how Zonka Feedback can work for your business? Schedule a demo with our experts or start your free 7-day trial today!

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What are Voice of Customer Tools?

Voice of Customer (VoC) tools are powerful resources that enable enterprises to capture and analyze customer feedback from diverse demographics and geographical areas to enhance their overall customer experience. These tools allow companies to engage with customers across various online channels like email, SMS, websites, and mobile apps, as well as offline touchpoints such as kiosk booths and tablets.

Enterprises can leverage different VoC methodologies to effectively listen to their customers, including:

  • Surveys, customer feedback forms, and questionnaires
  • Customer reviews and ratings
  • Text and sentiment analysis
  • Net Promoter Score
  • Social media monitoring 
  • Customer journey mapping
  • Email surveys and feedback requests
  • In-app feedback and ratings

At Zonka Feedback, we have multiple survey templates that can help you get started with listening to the voice of your customer based on a specific use case, industry, or customer engagement metric you want to measure. 

To get started, you can view and customize this voice of customer survey template

Use this Template

Why Use Voice of Customer Software?

In an increasingly competitive market, enterprises must go beyond merely providing products or services; they need to deliver exceptional customer experiences. Voice of customer companies leverage specialized tools to collect and analyze customer feedback, enabling data-driven improvements in customer satisfaction and retention.

Using Voice of Customer (VoC) software offers unique and transformative benefits in measuring and enhancing their CX. Here’s why VoC software is essential:

  • Pinpoint Weaknesses: Identify areas where customer experience needs improvement.

  • Meet Customer Expectations: Understand what your customers truly want and expect.

  • Drive Innovation: Discover new opportunities for product or service improvements.

  • Boost Satisfaction and Loyalty: Turn dissatisfied customers into loyal advocates by acting on their feedback.

Businesses that actively listen to and act on customer feedback can experience substantial benefits, such as increased customer loyalty, positive brand reputation, and revenue growth.

A prime example is Starbucks.

The company implemented the "My Starbucks Idea" platform, allowing customers to share suggestions and feedback. Many of these customer-driven ideas, like free Wi-Fi and mobile payment options, were implemented, contributing to Starbucks' growth and customer satisfaction.

Benefits of the Voice of Customer Tools for Your Business

Voice of Customer (VoC) tools provide businesses with the ability to gather customer feedback from multiple channels, analyze customer sentiment, and turn insights into actionable improvements. These tools help businesses enhance customer satisfaction, drive customer loyalty, and create data-driven strategies to improve the overall customer experience. Here's how VoC software helps your organization:

  • Create a Predictive Customer Experience Strategy: Advanced analytics and machine learning in VoC software predict future customer behaviors, enabling proactive design of customer experiences to anticipate needs and address issues before they arise, ensuring a seamless journey.

  • Get a Unified and In-Depth View of Customer Insights: VoC tools provide a comprehensive, unified view of customer feedback, consolidating data from various touchpoints into a single platform, and turning fragmented feedback into strategic assets. 

  • Reduce Churn & Improve Retention: Acting on customer feedback promptly boosts satisfaction and loyalty, reducing churn rates and improving retention, as customers feel valued and heard. Businesses using voice of customer tools show significant improvements in these areas.

  • Real-time Alerts & Reports for Continuous Improvement: VoC software enables continuous improvement through real-time analytics and alerts, helping enterprises address issues early, mitigate risks, and maintain customer satisfaction and loyalty. Detailed insights into customer needs drive customer-centric innovation for successful product development.

  • Data-Driven Approach for Informed Decision Making: VoC tools enable data-driven decisions by analyzing customer feedback, ensuring strategies align with customer desires and market demands.

  • Closing the Feedback Loop for Customer Delight: Voice of the customer software ensures customer feedback is collected, acted upon, and communicated back to customers, enhancing satisfaction, loyalty, and driving positive referrals, thus, closing the feedback loop.


Six benefits of using voice of customer tools

How We Picked the Best Voice of the Customer (VoC) Tools: Our Criteria

Selecting the best Voice of the Customer (VoC) tools goes beyond features. We evaluated each platform based on key criteria to ensure they effectively collect, analyze, and act on feedback. Here's how:

  • Problem-Solving Capabilities: We assessed how well each VoC tool solves customer feedback challenges, focusing on tools that address key business needs and gaps.

  • Ease of Use: We looked for user-friendly VoC platforms that work for both power users and occasional team members, ensuring accessibility for all.

  • Integration with Other Tools: Seamless integration with CRMs, HR, and marketing tools was critical. We prioritized platforms that centralize data or replace multiple systems.

  • Customizability: We selected tools that allow businesses to personalize surveys, dashboards, and reports, making the software adaptable for specific use cases.

  • Actionable Insights: VoC Platforms with AI-powered analytics and real-time sentiment analysis that turn feedback into meaningful actions ranked higher.

  • Scalability: We considered tools that perform well in businesses of all sizes, ensuring scalability and reliability as companies grow.

  • Outcome-Driven Features: We focused on tools that measure key outcomes, like customer satisfaction and retention, through automated follow-ups and reporting.

  • Cost and Value: We evaluated the cost-effectiveness of each tool, ensuring they deliver solid value for businesses at different price points.

Top 8 Best Voice of Customer Software 

Voice of Customer survey tools are specialized survey software platforms designed to collect feedback directly from customers regarding their experiences with a product, service, or brand. These voice of customer tools enable businesses to gather structured feedback through targeted surveys and questionnaires.

VoC Tool

Top VoC Feature

Best For

Price

G2 Rating

Zonka Feedback

AI-powered analysis & intelligent automation

All sizes of enterprises looking for AI-driven multi-channel VoC solution

$49/month

4.7

AskNicely

Meaningful NPS feedback loops

For large and medium enterprises

$449

4.7

InMoment

Intelligent experience improvement

For Large enterprises

Custom

4.9

Medallia

Athena AI for real-time insights

Large enterprises across industries

Custom

4.5

Qualtrics

Predictive intelligence for amplified voice

For enterprises focused on in-depth customer experience insights

Custom

4.4

SurveyMonkey

Multichannel feedback collection 

For small to mid-sized businesses

$25

4.4

Forsta

Advanced text analytics & emotion detection

For organizations seeking a comprehensive VoC platform for customer

Custom

4.2

CustomerGauge

Customer voice for CGP brands

Best for CPG brands leveraging multi-channel feedback and benchmarking to drive growth.

Custom

4.2

Here are some popular VoC survey tools:

1. Zonka Feedback: Affordable Enterprise Voice of Customer Software

Zonka Feedback is a comprehensive Voice of Customer (VoC) software designed to elevate customer experience management for businesses of all sizes and industries. This powerful VoC platform allows organizations to capture feedback at key touchpoints and empowers teams to listen and act on customer voices effectively.

With its AI-driven VoC tools, Zonka Feedback excels at gathering and analyzing feedback through multiple channels, including web, in-app, email, SMS, and offline methods. The recent release of Zonka Feedback 3.0 introduced advanced AI capabilities, offering deeper insights into customer emotions and automating CX workflows for smarter, faster decision-making.

Brands like PSIPL, Damas, and Simpl use Zonka Feedback’s voice of customer system to streamline their VoC programs, enhancing customer satisfaction and loyalty through actionable insights.

Zonka Feedback voice of customer software

Key Features
  • AI Survey Creator: Easy-to-use, no-code, AI-powered survey builder + more than 100 survey templates.
  • Multi-Channel Feedback Collection: Listen to the voice of the customer through diverse channels, such as website, in-app, email, SMS, QR codes, links, offline, and kiosks.
  • CX Metrics and Sentiment Analysis: Track key metrics like CSAT, NPS, and CES, alongside AI-driven sentiment analysis to understand customer emotions and intentions.
  • No-Code Mobile Form Platform: Create offline and field surveys with real-time data sync without needing any coding skills.
  • Intelligent Workflows: Automate feedback collection, set up real-time alerts, notifications, and auto-responders.
  • Unified Response Inbox: Manage feedback through a comprehensive inbox and collaborative action center.
  • Advanced Voice of Customer Analytics: Access in-depth survey insights, data trends, page and content reports, and location-based analysis.
  • Secure Access Control: Utilize Single Sign-On (SSO) and detailed roles and permissions management.
  • Seamless Integrations: Sync data with customer relationship management tools like Salesforce survey tools, helpdesk, marketing platforms, webhooks, APIs, and more with one-touch integration.
  • Feedback Loop Closure: Effectively close the feedback loop via feedback routing, automatic follow-ups, etc., to improve CX.
  • G2 Rating: 4.7
Zonka Feedback Pros
  • Intelligent automation, allows your VoC program to run seamlessly with minimal manual intervention
  • Advanced AI feedback analysis to derive customer context, emotion, and experiences
  • Thorough understanding of the customer's voice 
  • Create a frictionless customer experience by enhancing interaction at every touchpoint 
  • Boost retention through targeted actions based on feedback
  • Equip teams with data for informed, impactful decision-making
  • Users appreciate the low price point at which Zonka Feedback offers enterprise-grade features 
Zonka Feedback Cons
  • The platform does not collect, interpret, or analyze call or IVR data 

2. AskNicely: NPS Focused Voice of Customer Software

AskNicely is a dynamic Voice of Customer software designed to elevate CX by leveraging real-time feedback. This platform specializes in capturing customer sentiments through NPS surveys, helping businesses understand and enhance their customer relationships.

Featuring a 'leaderboard,' it provides insights into customer interactions and team performance. This helps in assessing employee engagement performance in delivering memorable customer experiences. The tool's insights can be used to coach the frontline team for improved customer service interactions and customer effort score.

AskNicely- Popular VoC tool for large enterprises

Key Features
  • Streamlined CX Data Collection: Gather customer experience data effortlessly across all channels.
  • Multi-Channel Feedback Collection: Capture feedback through email, SMS, web/mobile embedded surveys, and in-store kiosks.
  • Real-Time Dashboards: Access centralized dashboards with real-time trends and insights.
  • Performance Tracking: Track location and team performance to maintain consistent service quality.
  • Enhanced Customer Insights: Gain deep insights into customer emotions, intent, and behavior.
  • Sentiment & Text Analysis: Analyze feedback text to understand customer sentiment.
  • Data Segmentation: Segment feedback data for targeted analysis and insights.
  • Scorecard Tracking: Create and monitor scorecards for frontline teams to improve performance
  • G2 Rating: 4.7 
AskNicely Pros
  • Enhanced listening capabilities with real-time feedback collection
  • Consistent service experience by ensuring uniformity in customer service across all locations.
  • Continuous improvement to drive ongoing enhancements in CX based on feedback.
  • Focused on NPS framework to measure and improve CX.
AskNicely Cons
  • Primarily focused on Net Promoter Score, limiting versatility.
  • Limited capabilities in integrating with other systems.
  • Lacks offline data collection and mobile survey app.

3. InMoment: VoC Tool With Experience Management

InMoment, an enterprise survey software, provides a sophisticated blend of advanced analytics and intuitive usability, making it an indispensable asset for organizations looking for experience improvement.

Excelling as a Voice of Customer (VoC) software, InMoment captures and analyzes feedback from surveys, social media, and direct interactions. This customer experience software platform offers real-time data processing, sentiment analysis, and AI-driven recommendations, enabling swift trend identification and proactive customer issue resolution. By leveraging InMoment, businesses can foster stronger customer relationships and achieve consistent service excellence.

voice of customer software-inmoment

Key Features
  • Unified Data Collection: Listen to customers across channels like email, SMS, social media, web, mobile apps, and in-store and get unified data into one platform.
  • Real-Time Text and Speech Analytics: Use AI to analyze text and voice feedback, capturing nuanced customer emotions and sentiments.
  • Predictive Analytics: Use machine learning to predict customer behaviors and outcomes from feedback data.
  • Experience Improvement Score (EIS): This VoC software also tracks the effectiveness of CX initiatives with a proprietary improvement score.
  • Journey Mapping and Touchpoint Analysis: Visualize and analyze the entire customer journey to identify key touchpoints and issues.
  • Role-Based Dashboards: Provide customized insights and analytics tailored to different roles within the organization.
  • G2 Rating: 4.9 
InMoment Pros
  • Listen to direct, indirect, and inferred customer feedback.
  • Active listening across digital and physical touchpoints
  • Utilizes AI for efficient data collection, analysis, and impactful decision-making.
  • Engage employees with real-time feedback for proactive actions
InMoment Cons
  • A complex implementation that may require significant time and resources to implement fully.
  • Can be expensive for smaller businesses with limited budgets.
  • Users may need time to master the platform’s advanced features.

4. Medallia: VoC Software for Innovative Voice of Customer Program

Medallia is an enterprise feedback management solution with speech analytics that collects customer sentiments at scale from diverse channels including email, website, SMS, and phone. This voice of customer tool engages with customers through both solicited and unsolicited feedback, using advanced text analytics to derive insights in real-time.

Medallia's innovative Voice of the Customer (VoC) program is designed to bring the voice of every customer into your organization.  It achieves this by generating feedback, transforming that feedback into actionable insights, and making these insights accessible to everyone—from the C-suite to the frontline. This enables immediate action and continuous improvement in customer experience. By making customer feedback accessible and actionable, Medallia helps organizations enhance customer satisfaction, loyalty, and overall performance.

Medallia VoC software

Key Features
  • Experience Signals Capture: Listen to customer voices wherever they matter, including direct and indirect feedback sources like chat logs, social reviews, operational data such as CRM, HRIS, POS, ERP data, and digital behavior observations.
  • Personalized Surveys: Customizable surveys, questions, designs, translations, and distribution through multiple channels like email, SMS, and social media.
  • Action-oriented analytics: AI and machine learning-powered approach that prioritizes actions and anticipates behaviors on a large scale
  • Evolving Experience Programs: Create VoC programs with self-serving capabilities that deliver role-based reports and alerts, release management controls, and more. 
  • Athena AI Integration: Utilizes unsupervised learning to enhance human workflows and augment decision-making processes.
  • Unified Cross-Channel Data: Organizes data from social, operational, and direct feedback into one platform with robust APIs and integrations for accessible insights.
  • G2 Rating: 4.5 
Medallia Pros
  • Provides a comprehensive platform to capture and analyze feedback, enhancing overall satisfaction scores
  • Identifies both positive and negative drivers of customer experience from VoC data, facilitating targeted improvements
Medallia Cons
  • Extensive features and capabilities require significant time and resources to implement fully
  • Advanced customizations require technical expertise or support, which is costly

Medallia can be too complex for many smaller businesses. If you are looking for a simpler tool to capture the voice of the customer you are targeting, check out our list of top Medallia alternatives

5. SurveyMonkey: VoC Tool to Amplify Customer Voice

SurveyMonkey's Voice of Customer (VoC) solution is designed to help businesses capture, understand, and act on customer feedback. This voice of customer software enables organizations to collect customer feedback, identify key areas for improvement, and enhance overall satisfaction. The platform supports real-time feedback collection and provides actionable data to improve customer experience and drive business growth.

Beyond customer feedback, it serves as a robust market research tool, supporting a wide range of surveys including market research surveys and event surveys. Its user-friendly interface and powerful analytics capabilities make SurveyMonkey an invaluable tool for capturing and understanding the voice of the customer, driving improvements in customer experience and satisfaction.

SurveyMonkey- voice of customer tool

Key Features
  • Customizable Survey Templates: SurveyMonkey offers a wide range of pre-built templates that can be tailored to specific needs, allowing for quick survey creation.
  • Multi-Channel Feedback Collection: The platform supports feedback collection via web, email, and mobile, ensuring you can reach your audience wherever they are.
  • Real-Time Response Collection and Notifications: Receive instant notifications and monitor responses as they come in, enabling swift action on customer feedback.
  • CRM Integration: Seamlessly integrates with popular CRM systems, enabling a holistic view of customer interactions and more effective follow-up actions.
  • Automated Follow-Ups: Automate follow-up emails based on survey responses to maintain engagement and address customer concerns promptly.
  • Mobile-Optimized Surveys: Ensures that surveys are easy to complete on any device, improving response rates.
  • Multi-Language Support: Reach a global audience with surveys available in multiple languages.
  • Data Security and Compliance: Complies with major privacy regulations, ensuring that customer data is handled securely.
  • Rating: 4.4 
SurveyMonkey Pros
  • User-friendly and widely recognized platform
  • Extensive customization options
  • Real-time feedback and advanced analytics
SurveyMonkey ForstaCons
  • Limited advanced VoC features
  • Higher cost for premium plans
  • Limitations in analytics

Finding SurveyMonkey's free plan too limiting? Check out SurveyMonkey alternatives with greater offerings to use as your voice of customer tool.  

6. Qualtrics: Powerful VoC Platform for Large Enterprises

Qualtrics is a powerful voice of customer software that prioritizes understanding customer expectations, needs, and product improvement through natural language processing and provides transformational results. It facilitates survey distribution across various channels and offers insights into the voice of the customer, helping in identifying obstacles to delivering a great user experience.

The tool is designed to empower everyone within the team, from executives to frontiline workers, with key customer insights to make informed decisions. This VoC software also unlocks customer sentiments and emotions from operational and experience data. 

qualtrics-voc platform

Key Features
  • Collect Feedback at Every Touchpoint: Gather feedback from customers across all touchpoints, including in-store, online, mobile apps, and social media. 
  • Predictive Intelligence Engine: Identify trends and patterns in customer feedback, enabling businesses to anticipate customer needs and proactively address potential issues.
  • Role-Based Dashboards: Customizable, role-based dashboards that provide relevant insights to different teams within the organization, ensuring that actionable customer data reaches the right stakeholders.
  • Pre-Configured Reports: The VoC tool provides pre-configured reports that simplify the analysis process, allowing businesses to quickly generate and share customer insights with minimal effort.
  • Closed Feedback Loop: Address customer feedback promptly and effectively. This VoC system tracks feedback, assigns tasks, and monitors resolutions to enhance satisfaction and loyalty.
  • Text and Voice Analytics: Transcribe and analyze customer feedback from open-ended text responses and voice recordings, providing a comprehensive understanding of customer sentiments.
  • G2 Rating: 4.4
Qualtrics Pros
  • Focus on focuses on customer needs, expectations, understandings
  • Drive product improvement and eliminate friction
  • Comprehensive software for easy scaling 
Qualtrics Cons
  • Higher cost, especially for smaller enterprises
  • Steeper learning curve for advanced features

7. Forsta: HX Platform to Analyze Customer Voice

Forsta, previously known as Confirmit, is a comprehensive voice of customer platform that integrates advanced experience and research technology to help organizations understand their customers better as individuals and drive cultural change.It offers a 5-part VoC program that includes defining business needs, designing a VoC program that fits the needs, listening to the voice of customers, collecting feedback data through a multi-channel platform, and analyzing feedback to respond to customer queries and complaints. 

Forsta is designed to comprehend human intelligence, visualize the real impact of insights, and act swiftly to resolve customer issues. This makes Forsta an effective VoC tool for measuring various experiences, including customer experience, product experience, employee experience, local listings, and market experience.

forsta-voice of customer tools

Key Features
  • Collects Survey Data: Gather customer data and feedback online, over the phone, via intercepts, web, and paper.
  • Intuitive Dashboard Designs: Provides user-friendly and visually appealing dashboards for easy data interpretation.
  • Case Resolution Management: Simplifies the management of case resolutions.
  • Action Workflows: Streamlines permissions and automates processes to enhance efficiency.
  • Text Analytics and Emotion Detection: Leverages advanced text analytics, emotion detection, and voice sentiment analysis to understand customer sentiments deeply.
  • Data Storytelling: Utilizes infographics and industry benchmarks for effective data storytelling.
  • Automated Feedback Routing: Ensures instant and automated routing of feedback to the relevant teams for timely action.
  • G2 Rating: 4.2 
Forsta Pros
  • Eliminate disjointed data sets to view the human experience
  • Complete project scheduling
  • Reinforce customer-centric culture
Forsta Cons
  • Some users complained about outdated reporting dashboards in the platform
  • Individual companies might find it too complex to set up automated workflows 

8. CustomerGauge: VoC Tool for CGP Brands

Unleash the power of your B2B value chain with CustomerGauge, the pioneering VoC platform designed specifically for CPG success. Move beyond traditional methods and embrace a digital-first approach that captures customer feedback across multiple channels, including email, SMS, popups, call centers, and even WhatsApp. This always-on feedback loop delivers real-time customer insights, enabling you to identify opportunities and address concerns swiftly, fostering stronger customer relationships and driving growth.

customergauge-voice of customer (voc) tools

Key Features
  • Multi-Channel Feedback Collection: Capture feedback through various channels such as email, SMS, popups, call centers, and WhatsApp
  • Automatic Customer Follow-Up Systems: Implement automated follow-up actions based on customer feedback, ensuring timely responses and enhancing customer satisfaction.
  • Personalized Dashboards for Every Team: Provide each team with customized dashboards that display relevant data, making it easier to act on valuable insights and drive improvements.
  • Internal & External CPG Benchmarking: Benchmark your performance against internal goals and industry standards, leveraging over 6 million global CPG benchmarks to identify areas for improvement.
  • Real-Time Feedback and Analytics: Monitor feedback in real-time and access advanced analytics to uncover actionable insights quickly.
  • 360-Degree Account Views: Gain a comprehensive view of your account base, identifying at-risk and high-value accounts to enhance retention and growth strategies.
  • G2 Rating: 4.2 
CustomerGauge Pros
  • Leverage internal and industry benchmarks to drive continuous improvement and stay competitive.
    AI-driven insights and sentiment analysis
  • Identify opportunities to upsell satisfied customers and recommend complementary products.
  • Empower every team to make data-driven decisions
CustomerGauge Cons
  • Tool limited to consumer packaged goods industry
  • Mastering the platform's advanced analytics features may require additional training and time.

Checklist for Selecting Your VoC Platform

Voice of customer platforms enable businesses to gather, analyze, and act on customer feedback from multiple channels, driving improved customer experience and loyalty.Choosing the best Voice of Customer software for enterprises involves evaluating a wide range of features and capabilities that align with your business goals and customer engagement strategies.

By considering unique points such as integration capabilities, scalability, advanced analytics, real-time feedback, sentiment analysis, and data security, you can select a VoC tool that empowers your organization to effectively listen to, analyze, and act on customer feedback, driving continuous improvement and customer satisfaction. There are many survey tools available that can help you create an effective VoC program and listen to the voice of customers but before selecting one, ensure these below mentioned points:

1. Strategic Alignment

Clearly define their strategic objectives for implementing VoC software. Are you aiming to enhance satisfaction, reduce churn, improve product offerings, or gain deeper insights into customer needs? Defining these goals will ensure the VoC tool aligns with your overall business strategy and delivers measurable results.

  • Define Objectives: Clearly outline your business goals (e.g., improve customer satisfaction, reduce churn, enhance product offerings).
  • Measure Impact: Ensure the platform can provide valuable insights that directly impact your strategic initiatives.
2. Integration Capabilities

Seamless integration with existing enterprise systems is crucial. Ensure the VoC software can integrate with your CRM, ERP, helpdesk, and marketing automation tools. Robust integration capabilities facilitate the flow of customer feedback into your existing workflows, enabling a unified view of customer interactions and more effective decision-making.

  • CRM Integration: Check for seamless integration with your existing CRM systems.
  • ERP and Helpdesk Integration: Ensure compatibility with your ERP and helpdesk solutions.
  • Marketing Tools: Verify integration with your marketing automation tools.
3. Advanced Analytics and Reporting

Advanced analytics and reporting capabilities are essential for enterprises. Look for features such as AI-powered sentiment analysis, predictive analytics, and real-time reporting. These tools help you understand customer sentiments, identify trends, and make data-driven decisions that drive strategic initiatives.

  • Sentiment Analysis: Look for AI-powered sentiment analysis tools to understand customer emotions.
  • Predictive Analytics: Ensure the platform offers predictive analytics for forecasting customer behaviors.
  • Real-Time Reporting: Verify real-time reporting capabilities to make timely decisions.
4. Multi-Channel Feedback Collection

Ensure the VoC software supports collecting feedback across the channels that your target audience frequents. Multi-channel feedback collection allows you to capture a comprehensive view of the customer experience across different interactions.

  • Email Surveys: Confirm the ability to collect feedback via email.
  • SMS Surveys: Ensure SMS feedback collection is supported.
  • Web and Mobile Apps: Check for web and mobile app feedback collection options.
  • Offline Touchpoints: Verify the ability to collect feedback through kiosks and in-store surveys.
5. Real-Time Feedback and Alerts

Real-time feedback collection and instant alerts are crucial for promptly addressing customer issues. Look for software that provides real-time notifications and alerts to relevant teams, enabling quick response times and enhancing satisfaction.

  • Instant Notifications: Ensure the platform provides real-time alerts to relevant teams.
  • Quick Response: Verify capabilities for quick response to customer issues.
6. Feedback Loop Closure

Effective VoC software should facilitate closing the feedback loop. This means not only collecting and analyzing feedback but also implementing changes and communicating those improvements back to customers. Tools that support automated follow-ups, task assignments, and tracking resolutions ensure that feedback is acted upon.

  • Automated Follow-Ups: Look for automated follow-up features to engage customers post-feedback.
  • Task Assignments: Ensure the platform can assign tasks based on feedback for resolution.
  • Tracking Resolutions: Verify the ability to track and report on feedback resolution progress.
7. Data Security and Compliance

Data security and compliance with regulations such as GDPR, CCPA, and HIPAA are critical when handling customer feedback. Ensure the VoC software has robust security measures, including data encryption, access controls, and compliance certifications.

  • Regulatory Compliance: Ensure compliance with GDPR, CCPA, HIPAA, and other relevant regulations.
  • Data Encryption: Verify robust data encryption measures.
  • Access Controls: Check for detailed access control and permission management.
8. Customer Support

Reliable customer support is vital, especially during the initial setup and as you scale your VoC program. Evaluate the vendor's support options, including availability, response times, and support channels (e.g., email, phone, chat). Robust customer support ensures you can quickly resolve any issues and make the most of the software's features.

  • Availability: Check the availability of customer support (e.g., 24/7 support).
  • Response Times: Ensure quick response times from the support team.
  • Support Channels: Verify multiple support channels (e.g., email, phone, chat).

Checklist for the best voc software

Listen to the Voice of Your Customers with Zonka Feedback

Depending on how far along you are in your VoC program, you can choose a VoC survey tool and make great strides. Voice of customer tools that offer your preferred distribution channels, easy integrations, and powerful analytics capabilities can significantly enhance your feedback program.

Zonka Feedback is an all-encompassing VoC platform that lets you listen to the voice of your customers at each touchpoint in the customer journey to paint a holistic picture.

The software is equipped with AI-powered features like Sentiment Analysis and Text Analysis that help to analyze your feedback data and bring out meaningful information. Its voice of customer analytics enables you to actually listen to the voice of customers and take appropriate actions at the right time to close the feedback and build amazing experiences for your customers.

It also offers a free trial. Sign up for a 14-day free trial or simply try out our free plan to explore this voice of customer survey tool. Our teams have created VoC programs for enterprises in various industries like retail, healthcare, restaurant, hospitality, e-commerce, and more, and have helped me measure and improve customer experiences and boost their overall business growth.

Schedule a demo and give us a chance to help you transform CX and boost your business growth.

FAQs

Why should my business use a VoC tool?

A VoC tool helps your business collect and analyze customer feedback, leading to actionable insights that improve customer experience, satisfaction, and loyalty, ultimately driving business growth.

How do VoC tools work?

VoC tools gather feedback from various channels (email, web, social media), analyze the data using AI and sentiment analysis, and turn it into insights that help businesses improve their customer interactions and services.

Can VoC tools integrate with other software?

Yes, VoC tools can integrate with CRM, HR, and marketing platforms to centralize data, ensuring a unified view of customer feedback and enabling seamless data-driven decisions across departments.

What is the difference between VoC and NPS tools?

NPS tools measure customer loyalty through a single question: "How likely are you to recommend us?" VoC tools provide broader feedback collection and analysis, covering the entire customer experience and offering deeper insights.

How do VoC tools help in improving customer retention?

By identifying customer pain points and areas for improvement, VoC tools enable businesses to act quickly, address issues, and create a better experience, leading to higher satisfaction and improved customer retention.

 



Swati

Written by Swati

Oct 23, 2024

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