20 Best VoC Software For Customer Analytics In 2026
10 VOC Software Shortlist
Here's my pick of the 10 best software from the 20 tools reviewed.
Voice of Customer (VoC) software helps CX teams capture, analyze, and act on customer feedback across channels like surveys, reviews, and support interactions. If you're struggling with fragmented data, low survey engagement, or low confidence in your feedback data, VoC software can help you close the gap between what customers say and what your company does.
In this article, I review the best VoC tools to help you turn raw feedback into actionable insights and elevate your CX strategy.
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The Best VoC Platforms Summary
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for centralizing customer feedback data | Free demo available | Pricing upon request | Website | |
| 2 | Best for natural language processing | Free demo available | Pricing upon request | Website | |
| 3 | Best for crafting conversational surveys to gather customer feedback | Free 14-day trial + free demo available | Pricing upon request | Website | |
| 4 | Best for flexible feedback taxonomy | Free demo available | Pricing upon request | Website | |
| 5 | Best for advanced survey design and analytics | Free trial + free plan + free demo available | From $39/month (billed annually) | Website | |
| 6 | Best for multi-channel customer insights | Free 10-day trial available | From $55.99/month | Website | |
| 7 | Enterprise customer experience platform with speech analytics & transcript automation | Free demo available | Pricing upon request | Website | |
| 8 | Enterprise-grade cloud communications platform with AI-powered video interviews | 14-day free trial available | From $80/user/month (billed annually) | Website | |
| 9 | Best for unsupervised thematic analysis | Free trial + free demo available | Pricing upon request | Website | |
| 10 | CX software with real-time feedback from 27 channels &128 data sources | Not available | Pricing upon request | Website |
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SupportYourApp
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
Hiver
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.7 -
Freshdesk
Visit WebsiteThis is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.4.4
Best VoC Software Reviews
These are some of the best VoC platforms on the market currently:
Chattermill helps customer-centric organizations turn scattered feedback into clear, actionable insight. Built for CX and product teams, it centralizes feedback from surveys, support tickets, reviews, and other channels into a single view. Using AI-driven sentiment and theme analysis, Chattermill uncovers trends, recurring issues, and emerging risks so you can prioritize improvements that move the needle on metrics like NPS and CSAT.
Why I Picked Chattermill
I picked Chattermill for its unique ability to unify customer feedback from multiple sources into a single, coherent platform. This feature allows your team to eliminate the chaos of scattered data and gain a comprehensive view of customer sentiments. The advanced AI-driven sentiment analysis is another standout aspect, automatically tagging feedback with themes and emotions, making it easier for you to pinpoint critical customer needs. This combination of features ensures that your team can act swiftly on insights, ultimately enhancing customer satisfaction and loyalty.
Chattermill Key Features
In addition to its core strengths, I also found several other features that make Chattermill a compelling choice for VOC software:
- Automated Feedback Analysis: It uses AI to categorize and summarize feedback, saving your team time and ensuring no critical insights are missed.
- Business Impact Mapping: This links feedback themes directly with key metrics like NPS and CSAT, helping you prioritize issues based on their potential business impact.
- Proactive Alerts: Alerts you to significant changes in feedback trends, enabling timely interventions to address emerging issues.
- Multilingual Analysis: Supports analysis in over 100 languages, allowing you to understand your global customer base without language barriers.
Chattermill Integrations
Integrations include Zendesk, Trustpilot, Qualtrics, Intercom, Slack, Jira, Notion, Mailchimp, Salesforce, and Typeform.
Pros and Cons
Pros:
- Industry specific sentiment models
- AI powered theme tagging
- Real time sentiment tracking
Cons:
- May require enterprise onboarding
- Pricing not publicly available
For businesses eager to truly understand their customers, Unwrap offers a unique solution that goes beyond traditional metrics. Designed for product teams and customer experience professionals, Unwrap uses advanced machine learning to transform raw customer feedback into actionable insights. This tool is essential for anyone looking to prioritize customer needs and drive product improvements.
Why I Picked Unwrap
I picked Unwrap for its ability to transform customer feedback into actionable insights, which is a crucial feature for any VoC software. Its use of natural language processing allows your team to quickly identify and prioritize customer concerns, ensuring that you address the most pressing issues first. I also appreciate how Unwrap centralizes feedback from various sources, making it easier for you to spot recurring trends and opportunities for innovation. This level of insight is invaluable for any organization looking to enhance customer satisfaction and loyalty.
Unwrap Key Features
In addition to its powerful analytics, Unwrap offers several features that enhance its value as a VoC tool:
- Sentiment Analysis: This feature categorizes feedback as positive, negative, or neutral, helping you understand customer emotions at a glance.
- Theme Identification: Automatically identifies key themes in customer feedback, allowing your team to focus on the most relevant issues.
- Customizable Dashboards: Provides you with the flexibility to create dashboards that highlight the metrics and insights most important to your organization.
- Integration with Project Management Tools: Seamlessly connects insights to your existing project management systems, ensuring that feedback leads to actionable outcomes.
Unwrap Integrations
Integrations include Jira, Slack, Trello, Asana, Confluence, Microsoft Teams, Salesforce, Zendesk, Intercom, and HubSpot.
Pros and Cons
Pros:
- Centralizes feedback from multiple sources
- Identifies themes and sentiment trends
- Automates large-scale feedback analysis
Cons:
- Less effective with low feedback
- Limited advanced customization options
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.
Enterpret offers an AI-driven VoC software for customer analytics, built around a flexible feedback taxonomy that helps teams organize feedback effectively. It unifies and analyzes customer input to surface actionable insights for product and customer experience teams. By improving how feedback is structured and monitored in real time, Enterpret supports more informed, strategic decision-making.
Why I Picked Enterpret
I picked Enterpret for its flexible feedback taxonomy, which automatically organizes customer feedback into clear, relevant themes. This adaptive structure makes it easier to understand patterns, sentiment, and recurring issues without manual tagging. Combined with its customer knowledge graph, Enterpret helps teams connect feedback insights to real business impact, making it especially useful for analyzing large volumes of customer data.
Enterpret Key Features
In addition to adaptive taxonomy, Enterpret offers:
- Natural Language Queries: Allows you to ask questions about customer feedback and receive instant insights.
- AI Agents: Automates actions based on insights, enhancing your team's responsiveness.
- Automated Workflows: Triggers workflows enriched with customer insights to streamline your processes.
- Contextual Alerts: Detects issues and trends in real-time, routing alerts to the appropriate team members.
Enterpret Integrations
Enterpret supports a variety of integrations, allowing users to connect with popular tools for enhanced functionality and streamlined workflows. Integrations include Slack, Salesforce, Zendesk, Jira, HubSpot, Intercom, Segment, Snowflake, Google Analytics, and Tableau.
Pros and Cons
Pros:
- Customer Knowledge Graph offers contextual insights for teams
- Unifies feedback from multiple customer channels
- Clear visibility into recurring customer issues
Cons:
- Limited customization options reduce flexibility
- Filtering and navigation can be clunky on complex feedback set
Sogolytics is a robust and versatile online platform designed for survey creation, feedback management, and data analysis. It enables organizations to engage with their customers, employees, and other stakeholders to collect valuable insights and make informed decisions. Sogolytics is particularly well-suited for Voice of Customer (VOC) initiatives, providing a comprehensive suite of tools to capture, analyze, and act on customer feedback.
One of the standout features of Sogolytics as a VOC software is its advanced survey design capabilities. Users can create highly customized surveys with various question types, branching logic, and personalization options to ensure relevant and engaging feedback collection. The platform also supports multi-channel distribution, allowing surveys to be sent via email, social media, SMS, and embedded links.
Additionally, the platform offers advanced analytics, including sentiment analysis, trend identification, and cross-tabulation, helping organizations understand the underlying sentiments and patterns in customer feedback. Sogolytics integrates with various other tools and platforms, including Salesforce, HubSpot, Slack, Microsoft Teams, and Google Analytics.
Paid plans start from $25/month. Sogolytics also offers a free trial and a free forever basic plan.
New Product Updates from Sogolytics
Sogolytics Launches AI-Powered Experience Navigator
Sogolytics introduces Experience Navigator, an AI-powered tool for building strategy and action plans. This update helps teams turn goals into tailored execution plans with relevant metrics and projects in minutes. For more information, visit Sogolytics’ official site.
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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.
New Product Updates from Survicate
Survicate Adds Language Selector Inside Surveys
Survicate introduces a language selector inside surveys, allowing respondents to switch languages directly. This improves user comfort and helps increase response rates. For more information, visit Survicate's official site.
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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.
Clootrack stands out as a versatile choice for any business seeking to enhance its understanding of customer sentiments through Voice of the Customer (VoC) analytics. Designed for consumer brands, SaaS companies, and management consultants, it provides a seamless way to capture and analyze customer feedback from diverse sources. By leveraging Clootrack, your team can uncover valuable insights that drive improvements in customer satisfaction and loyalty, addressing challenges in customer engagement and experience.
Why I Picked Clootrack
I picked Clootrack for its unique approach to unsupervised thematic analysis, which truly sets it apart in the VoC software landscape. This feature allows you to delve into customer conversations without bias, identifying emerging themes and trends that might otherwise go unnoticed. Additionally, Clootrack's multi-level reporting provides your team with in-depth insights tailored to different organizational levels, ensuring everyone from executives to frontline staff can access relevant data. These capabilities make it a compelling choice for businesses looking to harness the full potential of customer feedback.
Clootrack Key Features
In addition to its standout thematic analysis, here are additional features by Clootrack beneficial for your VoC needs:
- Customer Sentiment Analysis: This feature enables you to gauge customer emotions and attitudes, providing a clearer understanding of their experiences with your brand.
- Competitive Benchmarking: Offers insights into how your business stacks up against competitors, helping you identify areas for improvement and differentiation.
- Purchase Intent Detection: By analyzing customer feedback, Clootrack can help identify potential buying signals, allowing you to tailor your marketing efforts effectively.
- Customizable AI Workflows: Provides flexibility in how you gather and process customer data, ensuring the insights are aligned with your business's unique objectives.
Clootrack Integrations
Clootrack integrates with various tools to streamline data collection and analysis, including Salesforce, HubSpot, Zendesk, SurveyMonkey, Slack, Google Analytics, Intercom, Mailchimp, and Microsoft Teams. An API is also available for custom integrations, allowing you to tailor the platform to your specific needs.
Pros and Cons
Pros:
- Supports 55+ global languages
- Aggregates feedback from 1,000+ sources
- Unsupervised AI sentiment discovery
Cons:
- Limited advanced data visualizations
- Implementation requires stakeholder alignment
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.
Other VOC Software
Here are a few more that didn’t make the top list.
- Confirmit
For market research
- Keatext
360-degree view of customer feedback with CSAT and NPS scoring
- MonkeyLearn
AI-powered customer feedback visualizations & sentiment analysis
- GetFeedback
For increasing response rate through surveys
- Forsta
Customizable surveys embedded in any touchpoint or channel
- Idiomatic
For customer sentiment analysis
- Relative Analytics
Text analytics software with actionable market and audience insights
- SwiftCX
For live suggestions and task automation
- Jotform
For customizable survey templates
- ReviewFlowz
For showcasing dynamic, relevant reviews
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
What Is Voice Of Customer Software?
Voice of Customer (VoC) software is a tool that collects and analyzes customer feedback from channels like surveys, reviews, support tickets, and social media. It helps businesses uncover insights, identify trends, and take action to improve products, services, and overall customer experience.
Selection Criteria for Best VoC Software
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
- Capture real-time customer feedback
- Analyze sentiment across multiple channels
- Map and analyze customer journeys
- Generate actionable insights through analytics
- Facilitate multi-channel communication
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.
Usability - 10% of total weighting score
- Intuitive dashboard designs that facilitate easy navigation and quick access to key functionalities.
- Ability to present complex data in a simple format for users of all technical levels.
Onboarding - 10% of total weighting score
- Comprehensive training modules and interactive product tours to facilitate quick adoption.
- Accessible support resources such as guides, FAQ sections, and community forums.
Customer Support - 10% of total weighting score
- Availability of 24/7 support via multiple channels like live chat, email, and phone.
- 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.
- Scalability options that accommodate growing business needs without exponential cost increases.
Customer Reviews - 10% of total weighting score
- Feedback regarding the software’s reliability and the actual impact on customer satisfaction.
- 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.
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 understand 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. Will it just be the CX team or will the whole organization require access? Are you 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 what capability you want to gain, or what you want to improve, and how you will measure success. For example, an outcome could be the ability to get greater visibility into performance.
- 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.
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. 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: There is a growing trend towards ensuring that AI operates within ethical guidelines to prevent bias and maintain trust with users. This will be crucial in maintaining customer trust and compliance with regulations.
- Voice and Video Feedback Integration: 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: 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.
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, 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. This 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, 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 customer interactions to get a comprehensive view of customer opinions.
8. Real-Time Analytics Dashboard: View and analyze customer feedback in real-time with dynamic dashboards. This helps you act swiftly on customer feedback, improving satisfaction.
9. Automated Feedback Alerts: Set up alerts to notify team members about critical feedback that requires immediate attention.
10. Advanced Reporting Tools: Generate detailed reports to track trends and changes in customer sentiment over time to uncover long-term shifts in customer perceptions.
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.
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.
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