- Qualtrics Customer Experience
CX software with real-time feedback from 27 channels &128 data sources
To stay in business and get more customers you need to listen to them, and the best way to do this is by analyzing the voice of the customer.
According to Gartner—66% of marketing leaders say their marketing function struggles to meet customer demands. The way you retain customers speaks a lot about the success metrics of the business.
Analyzing the VOC of your customers will help you stay ahead of your competitor with better data and information.
I have created a list of the best voice-of-customer tools that will assist you in creating better customer retention strategies.
What do I look for when I select the best VoC software? Here's a summary of my evaluation criteria:
- User Interface (UI): Is the UI intuitive and easy to navigate? Is it free of clutter?
- Usability: Can your team learn this software quickly? Are there robust self- or assisted- help services for when you get stuck?
- Integrations: Are there any pre-built integrations with social media tools, chat tools, email services, and content management systems?
- Value for $: I’m looking for flexible and transparent pricing with either a free demo or free trial so you can try before you buy.
Voice of Customer Tools: Key Features
- Customer Feedback: Gives your team contextual acknowledgment to take the conversation forward with customers.
- Net Promoter Score: Net Promoter Score (NPS) is a popular metric that helps you evaluate customer loyalty to your product or brand.
- Sentiment Analysis: Analysis of customer “sentiment” online, AKA how they speak about (and therefore feel about) your brand–primarily through social media and reviews.
- Customer Interview Capabilities: Built-in capabilities to help you conduct customer interviews using text or video recording.
- Market Research Tools: What do your customers want? What are their problems? What are your competitors doing in the industry space right now?
- VOC Survey: Craft customer surveys and promote them by email, embedded link, SMS, or dynamic forms.
Overviews Of The 10 Best VoC Platforms
SurveySparrow is a full-featured multi-channel experience management platform that enables users to create engaging surveys that ensure higher completion rates. The platform allows them to design conversational surveys of any kind, including voice of customer (VoC) surveys, for any purpose, and in any language.
SurveySparrow enables users to collect actionable customer feedback efficiently with its VoC survey templates, smart logic and personalization tools, assorted question types, and multichannel distribution capabilities.
SurveySparrow’s VoC software features multiple user interfaces, chat-like surveys, and conversational forms. Users can come up with unique and engaging VoC surveys within minutes, using a plethora of various question types for them to pick from. A wide range of survey themes are also available, allowing users to design the overall look of their VoC surveys to reflect their branding. Users can customize a bevy of survey components like font, color scheme, and background image to make the survey form uniquely their own.
SurveySparrow costs from $99/month and offers a 14-day free trial.
Medallia is an award-winning VOC tool for customer experience teams. It can gather customer feedback from multiple channels like social media, in-app, connected devices, and conversational messaging. And once you combine the transactional and operational data with Medallia—you can understand the right touch points along every customer journey.
The features I found useful are that it has 360-degree feedback, a clean and intuitive dashboard, in-built chat and messaging feature to centralize all of your conversations in one place.
Its users find Medallia useful because it can collect data directly from the customer and provide analytics to get an overall picture of everything.
Medallia has divided its integrations according to the industry. But here are a few software to name, such as Decibel for Adobe Experience Cloud, Google Marketing Platform, and DecisionWise Anniversary Pulse.
Medallia hasn’t provided pricing information, so you need to contact their team to get an idea of this.
Dialpad recently launched Ai CSAT(Customer Satisfaction)—a real-time, predictive VOC tool for customer satisfaction. It is the first-of-its-kind Dialpad innovation you can use to increase customer satisfaction by 100% and share the results with critical decision-makers to improve the overall customer experience.
The features I found useful are that it can automatically collect CSAT scores on every call by listening to and analyzing them in real-time. You can also combine the Ai CSAT with SMS surveys for maximum accuracy.
Its users have claimed it has helped their customer experience teams make more aware of how they present themselves in front of the customer. It raises the performance bar because the interaction generates customer feedback even if the customer fails to fill out the survey.
Dialpad directly integrates with critical cloud applications such as G Suite, Salesforce, and Zendesk for maximum efficiency.
Dialpad offers a 14-day free trial; you have to contact them to get a quote.
Qualtrics is a VOC for customer experience management that will help you collect feedback from multiple channels and improve the customer journey. It has an active user base of more than 13,000, and 75% of them are Fortune 500 companies. It helps you with your foundational research for building, launching, and analyzing survey research.
The features I found useful are that you can discover trends, key drivers, and customer loyalty patterns with it. It has an efficient predictive intelligence engine that will help you access prescriptive insights quickly.
Its users love Qualtrics for its simplicity—they mention it’s easy to learn and use. It has the flexibility of options regarding how users can deploy the questions and the type of questions they can ask using this software.
Qualtrics directly integrates with Thematic, Canvs AI, Amazon Connect, Canvas, Google Reviews Integrations, and Jebbit, along with other 100 tools.
Qualtrics hasn’t provided pricing information, so you need to contact their team to get an idea of this.
Confirmit is one of the best VOC software to conduct market research. It provides an end-to-end platform to help users to create, deploy, manage, and analyze the results of feedback surveys. It incorporates a range of data collection modes and full panel management features to standardize the process.
The features I find helpful are that you can streamline your CX program to centralize the data and discover insights into stories. It allows you to monitor the impact of every action on your business KPIs—so you can pivot anytime you need.
Its users love Confirmit because it’s user-friendly, flexible, and easy to learn features. And once you’re an advanced user, you can use Jscript to do anything you need to.
Confirmit hasn’t provided pricing information, so you need to contact their team to get an idea on this.
Keatext is a cloud-based text analytics VOC platform for customer experience, employee engagement, and market research. It helps businesses improve the customer experience by deciphering free, solicited, structured, or unstructured feedback with customer intelligence techniques.
The feature I find most useful is that you can create your reports by adding widgets or charts, and it has an interactive dashboard to get an overview of multichannel customer data.
Its existing customers love its dashboard as it provides different ways to slice the data for analysis. It also recommends where you should focus on your strategies and analysis.
Keatext integrates with tools like Yotpo, Zendesk, SurveyMonkey, Intercom, Freshdesk, and other 400 integrations.
Keatext pricing starts from $550/month, and you need a schedule a demo to get more information.
MonkeyLearn is an AI platform that helps you analyze text with machine learning and automate business workflows to save hours of manual data processing. Companies like Dell, Promoter.io, Devex, and Freshly use MonkeyLearn to improve the quality of customer experience. It helps you reduce the ticket volume by fixing any recurring issues.
A feature I find valuable is that it can extract data from email, tweets, surveys, or any text and turn it into custom visualizations. MonkeyLearn helps with information and workflow automation for the product, support, customer experience (CX), and development teams.
Its existing customers have appreciated its sentiment and keyword analysis features. You can create your project classifier and use the current model to train the rest of your data.
MonkeyLearn integrates with Zendesk, Google Sheets, Microsoft Excel, and RapidMiner through native integrations. Additionally, you can also integrate other apps through Zapier.
The pricing for MonkeyLearn starts from $299/month.
GetFeedback is created by two former Salesforce executives. It can help you increase your response rate by creating eye-catching brand surveys. You can also personalize surveys, boost engagement, and merge different fields to enhance the survey insights.
The features I find helpful are that you can give feedback from anywhere and on any device with mobile-optimized branded surveys. It also allows you to close the loop faster with real-time alerts and pushes feedback into the tools you presently use.
Its users love GetFeedback for its pre-built templates, the ability to customize them based on your survey needs, and how you can track data to analyze them better.
GetFeedback hasn’t provided pricing information, so you need to contact their team to get an idea on this.
Idiomatic is a leading VOC tool for customer experience teams that helps you with customer feedback and advance customer sentiment analysis.
It takes all forms of unstructured customer feedback and creates labels for AI to automatically group and quantify what customers say. Its advanced sentiment analysis outperforms general sentiment tracking.
The features I found useful are that you can turn your customer feedback into a data-driven voice of the customer and unlock the why behind those words. Also, it creates a comprehensive label set for each data set.
Its users love Idiomatic because of how easy it was to set up, and its team was there to guide them through each step to make the initial setup easier. Also, how comprehensive their customer insights are regarding the feature or product.
Idiomatic directly integrates with Salesforce, Zendesk, Delighted, Qualtrics, and Gladly.
Idiomatic hasn’t provided pricing information, so you need to contact their team to get an idea of this.
Forsta is cloud-based software that gives you all the tools to understand and improve every aspect of VOC. It helps organizations upload different questionnaires as Microsoft Word documents and leverage machine learning to detect the question types and the correct answer choices.
The features I found most helpful are that customer experience teams can use built-in templates to create online surveys for net promoter score (NPS), customer feedback surveys, and post-interview questionnaires. It also allows you to capture customer feedback through video responses.
Its customers have appreciated its capacity to allow for custom XML coding to make it better and unique. You can program a lengthy survey in quickly with its XML editor.
Forsta integrates with Salesforce, Microsoft Dynamics, Zendesk, Adobe Experience, Content Square, Tealium, Tableau, Brandwatch, Import IO, SPSS/SAS, and Python. But if you need any other app as an integration, Forsta encourages you to contact them because there are high chances that it might be compatible with it.
Forsta hasn’t provided pricing information, so you need to contact their team.
The 10 Best VoC Platforms Summary
14-day free trial
|From $79/subject for 2 users||Visit Website|
Free trial available
|From $20 USD/user/month||Visit Website|
Qualtrics Customer Experience
CX software with real-time feedback from 27 channels &128 data sources
|Pricing upon request||Visit Website|
|From $550/month||Visit Website|
|From $299/month||Visit Website|
Other VOC Options
Here are a few more that didn't make the top list.
- Sentisum - AI empowered VOC tool for customer-centric companies to understand their customer data in real-time and find the root cause of dissatisfaction to reduce churn.
- ForeSee - VOC tool for customer experience team to provide a better way to make CX decisions easier with data visualization.
- InMoment - Experience Intelligence platform for customer-centric teams to help them improve their relationships with customers and employees.
- ResponseTek - Cloud-centric customer experience management solution based on Amazon Web Services, helping you to capture customer feedback and deliver accurate information.
- AskNicely - A recognized leader in customer experience management, has desktop to mobile solutions, and helps you with customer insights, feedback, and coaching.
- Clarabridger - The ultimate customer experience platform to collect, understand, and take action on every form of experience data.
- Wootric - Improve your customer onboarding, product experience, pre-renewal relationships, and support customer interactions with Wootric.
- NICE Satmetrix - A unified platform for customer experience teams to manage their strategies and track KPIs.
- SurveySparrow - Omnichannel experience management platform that can help customer experience teams with surveys, automation, case management, and business intelligence.
- Feedier - The intuitive feedback solution that listens, analyzes, and converts feedback data into actionable insights to increase custom retention and quantifiable business results.
What Is The Voice Of Customer Software?
Voice of the customer software is a tool that helps customer-centric teams gather views, opinions, and feedback from a customer base. It helps companies make informed decisions by understanding the end user.
These tools can be as simple as mobile surveys or advanced with features like predictive or sentiment analysis. It extracts the right data from multiple sources such as online reviews, social media, surveys, and emails.
Analyzing the voice of customers helps businesses improve their products and match customers' expectations. And when you help your CSM with the right VOC tool, they can improve their strategies and customer retention.
What Do You Think About This List?
These were some of the best choices for the best VOC software, and now it's your turn to let us know your opinion through the comment section.
If you liked this list and the detailed breakdown of each VOC tool, share it with other customer-centric teams to help them find their ideal VOC software.
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