Choosing the right voice of customer (VOC) software is no easy feat. You want a tool that not only captures customer feedback but also turns it into prescriptive insights quickly to truly 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.
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.
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.
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.
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.
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.
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.
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.
Relative Insight is an AI-powered text analysis that helps agencies and brands generate competitor analysis from words. It is an efficient and scalable solution to uncover actionable insights from survey open-ends, social listening conversations, customer service transcripts, and reviews.
The features I found useful are that you can set up a Heartbeat chart in 15 minutes to track and apply them to time-stamped customer feedback and social media conversations. So as new data comes in, you can refresh your chart and see what’s changing.
Its users find Relative Analysis useful because of the way it transforms qualitative data to track, understand, and influence the way people are feeling and talking about your product.
Currently, Relative Insight doesn’t offer a public API for integrations; however, several options exist for automating the data flow into the VOC tool. Such as Social Studio, Talkwalker, Pulsar, Meltwater, and Brandwatch.
Relative Insight hasn’t provided pricing information, so you need to contact their team to get an idea on this.
Customizable surveys embedded in any touchpoint or channel
Best for increasing response rate through surveys
Best for multi-channel customer insights
Experience Intelligence platform for customer-centric teams to help them improve their relationships with customers and employees.
VOC tool for customer experience team to provide a better way to make CX decisions easier with data visualization.
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.
The ultimate customer experience platform to collect, understand, and take action on every form of experience data.
A unified platform for customer experience teams to manage their strategies and track KPIs.
Improve your customer onboarding, product experience, pre-renewal relationships, and support customer interactions with Wootric.
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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