10 VOC Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Choosing the right voice of customer (VOC) software is no easy feat. You want a tool that quickly captures customer feedback into prescriptive insights to drive customer satisfaction. More importantly, you need to figure out which tool is best for your team. Well, consider your search over! As a seasoned CX specialist who has navigated the landscape of various customer feedback tools, I understand the challenges you face and have tested multiple VOC software to identify the cream of the crop. In this article, I'll share my top picks, ensuring you have the ideal tool for uncovering valuable customer insights and elevating your CX strategy.
Why Trust Our Reviews
We’ve been testing and reviewing VOC software since 2021. As CX professionals ourselves, we know how critical and difficult it is to make the right decision when selecting software.
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How To Choose VOC Software
Choosing the right VOC software can streamline customer feedback analysis, accelerate response times to market demands, and directly influence product innovation.
As you're shortlisting, trialing, and selecting customer segmentation tools consider the following:
- What problem are you trying to solve - Start by identifying the voice of customer gap you're trying to fill to clarify the features and functionality the VOC software needs to provide.
- Who will need to use it - To evaluate cost and requirements, consider who'll be using the software and how many licenses you'll need. You'll need to evaluate if it'll just be the CX team or the whole organization that require access. When that's clear, it's worth considering if you're prioritizing ease of use for all, or speed for your VOC software power users.
- What other tools it needs to work with - Clarify what tools you're replacing, what tools are staying, and the tools you'll need to integrate with, such as accounting, CRM or HR software. You'll need to decide if the tools will need to integrate together, or alternatively, if you can replace multiple tools with one consolidated VOC software.
- What outcomes are important - Consider the result that the software needs to deliver to be considered a success. Consider what capability you want to gain, or what you want to improve, and how you will be measuring success. For example, an outcome could be the ability to get greater visibility into performance. You could compare VOC software features until you’re blue in the face but if you aren’t thinking about the outcomes you want to drive, you could be wasting a lot of valuable time.
- How it would work within your organization - Consider the software selection alongside your workflows and delivery methodology. Evaluate what's working well, and the areas that are causing issues that need to be addressed. Remember every business is different — don’t assume that because a tool is popular that it'll work in your organization.
The Best VoC Platforms Summary
| Tools | Price | |
|---|---|---|
| Jotform | From $39/user/month | Website |
| SurveySparrow | From $39/month | Website |
| Survicate | From $59/month | Website |
| Medallia | Pricing upon request | Website |
| Dialpad | From $20/user/month | Website |
| Qualtrics Customer Experience | Pricing upon request | Website |
| Confirmit | No price details | Website |
| Keatext | From $550/month | Website |
| MonkeyLearn | From $299/month | Website |
| Idiomatic | No price details | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest VoC Software Reviews
These are some of the best VoC platforms on the market currently:
Jotform Enterprise is a comprehensive VOC software that helps B2B businesses collect customer feedback and provides insights into how customers interact with their products and services.
It provides businesses with detailed information on how customers use their products or services, as well as insights into the customer experience and satisfaction levels. This data can be used to create targeted campaigns, improve customer service, and optimize operations. Additionally, it can be used to uncover opportunities for product development and growth.
With Jotform Enterprise, users can collect survey data through interactive forms and questionnaires. These surveys can be customized to meet the specific needs of the business in question. They can also be tailored to target different customer segments or groups so that businesses can get more accurate information about how different types of customers view their products or services. Once the surveys are completed, the data is analyzed using advanced algorithms in order to provide meaningful insights into customer behavior and preferences. With its sentiment analysis feature, users can see trends in customer sentiment over time so they know which areas require attention or improvement.
Jotform Enterprise offers businesses a quick and cost-effective way to collect large amounts of data without having to hire additional staff or invest in expensive hardware or software solutions. Additionally, it enables businesses to conduct real-time analysis of survey responses so that they can make decisions based on up-to-date information about their target audience. It helps companies better understand their customers by providing them with valuable insights into consumer behavior that can be used to improve products and services or develop new ones. Jotform Enterprise allows businesses to rapidly respond to changes in customer behavior by automating tasks such as sending out targeted emails or updating marketing campaigns based on new information about customers’ wants or needs.
Best for crafting conversational surveys to gather customer feedback
SurveySparrow is an online platform that helps you create and distribute surveys, collect responses, and analyze the data. It's designed to make the process of gathering and understanding customer feedback easier. It doesn't just help you ask questions and get answers, it helps you understand what customers really think and how they feel about your business.
Instead of presenting respondents with a long list of questions, SurveySparrow makes surveys feel like a chat. This conversational approach makes the survey experience a lot more engaging and enjoyable, which can help increase response rates. It also solicits more open-ended responses, helping you dig deeper into the customer experience and really give your customers a voice.
The software also has analytics tools to help you see how your surveys are performing. You can get insights into your respondents' behavior, and even segment your data for more detailed analysis. It integrates with other tools including Hubspot, Intercom, Rybbon, Salesforce, Slack, Zapier, and others.
A 14-day free trial is available and paid plans start from $19/month.
Survicate is a survey software that gathers customer feedback across multiple channels, including websites, emails, and mobile apps. You can use it to analyze customer feedback from various touchpoints and gather customer insights, which are essential for understanding customer needs and preferences across different platforms.
Survicate provides a comprehensive suite of features for creating and managing surveys to collect customer feedback. Key features include over 150 customizable survey templates that cater to various feedback needs, targeting and segmentation capabilities to ensure surveys reach the appropriate audience, and real-time reporting and analytics to monitor survey performance.
The platform also supports advanced survey logic for personalized question flows, multi-platform survey distribution, and key customer satisfaction metrics like NPS, CSAT, and CES. Additionally, Survicate offers integration with popular business tools, feedback forms for continuous insight collection, and APIs for custom integrations.
Integrations are available with a range of widely-used business and marketing tools, including ActiveCampaign, Amplitude, Drip, Intercom, Salesforce, HubSpot, Mailchimp, Klaviyo, Google Analytics, Mixpanel, Optimizely, Slack, Zendesk, and many others. They also offer webhooks and an API for additional custom integrations too.
Medallia
Enterprise customer experience platform with speech analytics & transcript automation
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
Enterprise-grade cloud communications platform with AI-powered video interviews
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.
CX software with real-time feedback from 27 channels &128 data sources
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
360-degree view of customer feedback with CSAT and NPS scoring
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.
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.
Other VOC Software
Here are a few more that didn’t make the top list.
- GetFeedback
Best for increasing response rate through surveys
- Forsta
Customizable surveys embedded in any touchpoint or channel
- Relative Analytics
Text analytics software with actionable market and audience insights
- 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.
- 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.
- Clarabridger
The ultimate customer experience platform to collect, understand, and take action on every form of experience data.
- Engage by ResponseTek
Cloud-centric customer experience management solution based on Amazon Web Services, helping you to capture customer feedback and deliver accurate information.
- NICE Satmetrix
A unified platform for customer experience teams to manage their strategies and track KPIs.
Related CX Software Reviews
If you still haven't found what you're looking for here, check out these related customer experience management tools that we've tested and evaluated.
- Customer Service Software
- Help Desk Software
- Call Center Software
- Customer Messaging Platform
- Digital Experience Platform
- Sentiment Analysis Tools
Selection Criteria for Best VOC Software
Voice of the Customer (VOC) software is designed to capture and analyze customer feedback, enriching customer service strategies and improving product offerings.
Having personally tried and researched various VOC platforms, I've identified key features and use cases that are essential for any software to be effective in this domain.
Core VOC software Functionality - 25% of total weighting score
To be considered for inclusion on my list of the best VOC software, the solution had to support the ability to fulfill common use cases:
- Capture real-time customer feedback: Ensuring immediate insights into customer sentiments as they interact with products or services.
- Analyze sentiment across multiple channels: Providing a holistic view of customer opinions from social media, emails, and direct feedback.
- Map and analyze customer journeys: Identifying key touchpoints and areas for improvement in the customer experience.
- Generate actionable insights through analytics: Transforming raw data into strategic actions to enhance customer satisfaction.
- Facilitate multi-channel communication: Allowing businesses to engage with customers on their preferred platforms for feedback.
Additional Standout Features - 25% of total weighting score
- Augmented Reality Feedback Tools: Holographic interfaces for more engaging feedback collection.
- Blockchain Verification: Ensuring the authenticity and integrity of customer feedback using blockchain.
- AI-driven Predictive Personalization: Customizing customer experiences based on predicted preferences and behaviors.
We explore and test for functionality that goes beyond generic VOC software by actively engaging with these features in operational environments and observing their impact on customer interaction and feedback quality.
Usability - 10% of total weighting score
- Prioritize intuitive dashboard designs that facilitate easy navigation and quick access to key functionalities.
- Assess the software’s ability to present complex data in an understandable format for users of all technical levels.
Onboarding - 10% of total weighting score
- Evaluate the presence of comprehensive training modules and interactive product tours that facilitate quick adoption.
- Look for accessible support resources such as step-by-step guides, FAQ sections, and community forums.
Customer Support - 10% of total weighting score
- Consider the availability of 24/7 support via multiple channels like live chat, email, and phone.
- Assess the responsiveness and expertise of the support team in resolving issues and providing guidance.
Value For Money - 10% of total weighting score
- Compare pricing structures against the breadth and depth of features offered.
- Consider scalability options that accommodate growing business needs without exponential cost increases.
Customer Reviews - 10% of total weighting score
- Focus on feedback regarding the software’s reliability and the actual impact on customer satisfaction.
- Prioritize reviews that discuss long-term benefits and any software updates that have added value for users.
By adhering to these criteria, I ensure that each VOC software considered not only meets but exceeds the fundamental needs of businesses aiming to enhance their customer engagement and feedback analysis capabilities.
Trends in Voice Of Customer Software
The ongoing innovations and updates in VOC software reflect a deeper understanding of user needs and an increasing demand for automation, personalization, and integration.
These changes are not just enhancing the efficiency of customer-centric teams but also providing richer, data-driven insights for strategic decision-making in customer experience management. Here's a detailed look at the prevailing trends:
- AI-Driven Predictive Personalization: Leveraging AI to not only analyze feedback but to predict and automatically implement personalized experiences for users based on their past interactions and feedback. This can enhance user satisfaction by preemptively adjusting products and services to meet anticipated needs.
- Ethical AI Use in VOC: As AI becomes more central to collecting and analyzing feedback, there is a growing trend towards ensuring that AI operates within ethical guidelines to prevent bias and maintain trust with users. VOC software that can demonstrate ethical AI use will be crucial in maintaining customer trust and compliance with regulations.
- Voice and Video Feedback Integration: One of the most novel features introduced in recent updates includes the capability for customers to leave feedback via voice and video. This function caters to the growing preference for video content and voice-driven interactions, offering richer, more personal customer insights.
- Integration with AI and Machine Learning: There's a noticeable trend towards embedding more advanced artificial intelligence and machine learning technologies into VOC software. This development allows for more nuanced sentiment analysis and predictive analytics, helping businesses not only understand past customer behavior but also forecast future trends.
These forward-thinking trends represent a significant leap from current VOC capabilities, focusing not just on gathering and analyzing feedback but on creating a dynamic, immersive, and deeply personalized customer interaction landscape.
What Is 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. 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.
It helps companies make informed decisions by understanding the end user. 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.
Features of Voice of Customer Tools
VOC software equips your team with the tools needed to tap into customer feedback and shape products or services to meet market demands. Here are the most important features to consider when selecting VOC software:
1. Customer Feedback Management: Centralize and organize customer feedback from various channels. This feature allows teams to have all feedback in one place, making it easier to analyze and take action on customer insights.
2. Net Promoter Score (NPS): Implement the Net Promoter Score system to measure customer loyalty and satisfaction. This metric is vital for gauging overall customer sentiment towards your brand and can guide strategic decisions.
3. Sentiment Analysis: Automatically analyze the tone and emotions behind customer feedback. Understanding how customers feel about your brand helps tailor communications and improve customer experiences.
4. Customer Interview Capabilities: Utilize tools for conducting customer interviews, including options for text and video recordings. This feature is essential for gathering in-depth customer insights directly from the source.
5. Market Research Integration: Access and utilize tools that enable detailed market research about customer needs and competitor analysis. This integration ensures that your VOC efforts are informed by the broader market context.
6. VOC Survey Tools: Create and distribute customized surveys via email, SMS, or embedded links. Surveys are a straightforward method to collect actionable data from a wide customer base quickly.
7. Multi-Channel Data Collection: Gather feedback across multiple platforms, including social media, email, and direct customer interactions. This ensures a comprehensive view of customer opinions.
8. Real-Time Analytics Dashboard: View and analyze customer feedback in real-time with dynamic dashboards. Immediate access to data helps teams act swiftly on customer feedback, enhancing satisfaction.
9. Automated Feedback Alerts: Set up alerts to notify team members about critical feedback that requires immediate attention. This feature ensures that no significant customer input goes unnoticed.
10. Advanced Reporting Tools: Generate detailed reports to track trends and changes in customer sentiment over time. These reports are crucial for understanding long-term shifts in customer perceptions and adjusting strategies accordingly.
Choosing the right VOC software can enable your team to effectively gather, analyze, and act on customer feedback, ensuring that the voice of the customer informs every decision.
Benefits of Voice of Customer Software
By utilizing VOC software, you can dramatically improve your understanding and engagement with consumers, ensuring services and products resonate more effectively in a competitive market.
Here are five primary benefits of VOC software for users and organizations:
1. Enhanced Customer Insights: VOC software provides deep analytical capabilities that unearth valuable customer sentiments and preferences. This helps businesses tailor their products and services to meet the specific needs and desires of their customer base.
2. Increased Responsiveness: By continuously monitoring customer feedback, organizations can quickly respond to issues and opportunities. This agility enables companies to adapt their strategies in real-time, maintaining customer satisfaction and loyalty.
3. Improved Product Development: Feedback collected through VOC software can directly influence product design and feature enhancements. This integration of customer input ensures that new products or updates align closely with consumer expectations, increasing the likelihood of market success.
4. Greater Customer Engagement: VOC software facilitates ongoing dialogue between a business and its customers. This not only enhances customer satisfaction but also fosters a sense of community and loyalty, as customers feel their opinions are valued and impactful.
5. Strategic Decision Making: The data provided by VOC software aids in making informed business decisions. By understanding customer trends and feedback, organizations can allocate resources more effectively and prioritize initiatives that are most likely to drive growth and profitability.
VOC software equips you with the necessary tools to connect more profoundly with customers. As you strive to remain competitive and customer-focused, the insights gained from VOC software are invaluable in shaping strategies that lead to sustained business success.
Costs & Pricing for VOC software
VOC software comes with various pricing and plan options, each designed to meet different business needs and scales. Understanding these plans and what they offer is key to selecting a software package that aligns with your organization's goals and budget. Here's a snapshot of typical plan options you might encounter:
| Plan Type | Average Price | Common Features |
|---|---|---|
| Free | $0 | Basic feedback collection, limited surveys, dashboard |
| Basic | $10 - $25/user/month | Enhanced feedback collection, basic analytics, NPS |
| Professional | $25 - $75/user/month | Advanced analytics, multi-channel collection, real-time alerts |
| Enterprise | $75+/user/month | Customizable surveys, full integration, dedicated support |
When selecting a plan, consider the size of your customer interaction team, the complexity of your VOC processes, and the level of analysis you anticipate needing. Keep in mind that the right software should not only fit your current needs but also grow with your organization. Balancing functionality with cost will ensure you receive value from your investment and support your business's customer engagement objectives effectively.
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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