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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.

We invest in deep research to help our audience make better software purchasing decisions. We’ve tested more than 2,000 tools for different customer experience use cases and written over 1,000 comprehensive software reviews. Learn how we stay transparent & our software review methodology.

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
SurveySparrow From $19/month
ReviewFlowz From $29/month
Medallia Pricing upon request
Survicate From $59/month
Dialpad From $20/user/month
Qualtrics Customer Experience Pricing upon request
Confirmit No price details
Keatext From $550/month
Idiomatic No price details
GetFeedback Pricing upon request
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Best VoC Software Reviews

These are some of the best VoC platforms on the market currently:

Best for crafting conversational surveys to gather customer feedback

  • 14-day free trial + free plan available
  • From $19/month
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Rating: 4.4/5

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.

Best for showcasing dynamic, relevant reviews

  • 14-day free trial available
  • From $29/month
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Rating: 4.7/5

ReviewFlowz is a review and testimonial software designed for SaaS companies, enabling them to create campaigns for review generation and display aggregated reviews from multiple platforms

I chose ReviewFlowz because it provides a robust set of features including review widgets, an API, and review monitoring capabilities, which are essential for managing and displaying customer feedback effectively. What makes ReviewFlowz different is its focus on customization and performance, allowing users to integrate widgets on any website without affecting site speed, and its competitive analysis tools that enable tracking of competitor reviews.

It also offers real-time monitoring of reviews via communication channels like Slack, Microsoft Teams, and email, and includes an AI-powered assistant for tagging and analyzing reviews. Users can also filter the reviews they receive based on scores or keywords. Additionally, ReviewFlowz provides the capability to track competitor reviews, which can help businesses understand their market position and discover new leads.

ReviewFlowz offers integrations with Slack, Microsoft Teams, and Zapier. It also offers API access for higher-tier plans.

ReviewFlowz offers a 14-day trial. Paid plans are offered in three tiers: Lite, Premium, and Enterprise.

Enterprise customer experience platform with speech analytics & transcript automation

  • Free demo available
  • Pricing upon request
Visit Website
Rating: 4.6/5

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.

Best for multi-channel customer insights

  • 10-day free trial
  • From $59/month
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Rating: 4.6/5

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.

Enterprise-grade cloud communications platform with AI-powered video interviews

  • Free trial available
  • From $20/user/month
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Rating: 4.4/5

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

  • Pricing upon request
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Rating: 4.3/5

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.

Best for market research

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Rating: 4.2/5

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.

360-degree view of customer feedback with CSAT and NPS scoring

  • From $550/month
Visit Website
Rating: 4.6/5

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.

Best for customer sentiment analysis

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.

Best for increasing response rate through surveys

  • 14-day free trial
  • Pricing upon request

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.

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.

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.

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 TypeAverage PriceCommon Features
Free$0Basic feedback collection, limited surveys, dashboard
Basic$10 - $25/user/monthEnhanced feedback collection, basic analytics, NPS
Professional$25 - $75/user/monthAdvanced analytics, multi-channel collection, real-time alerts
Enterprise$75+/user/monthCustomizable 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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