Show me consumer intelligence in action!
Activating the voice of the customer isn’t just about delivering rock-star customer service. While that is incredibly important, there’s a knack for capturing the voice of the customer in a way that produces tangible results. If you’re short on time, feel free to skip straight to the detailed list of VoC tools I’ve thrown together.
Let’s start with the basics. What is the voice of the customer and why is it so important for marketing and optimizing your business?
To put it plainly, voice of the customer is a term that describes gathering your customer’s preferences. Their desires, expectations, and thoughts. How they feel about your brand, product, or service.
By investing in proper voice of the customer analysis, you’re able to collect feedback to make better decisions. Collecting insights on the wants and needs of consumers will help you drive improvements. The end goal is to create the best customer experience possible.
Target is just so much more peaceful than Walmart
— ً (@viagrafaII) May 4, 2021
Walmart might want to tap into this consumer’s reasoning.
Data collection of your customer’s experiences, preferences, and aversions is often a tricky process. How an individual feels about a given product, topic, or industry is rooted in their experience.
And, experiences are personal, at times emotional, and very rarely black and white. It can be easy to reduce a consumer to just a number, but collecting customer sentiment will enable you to come out on top in the long run.
Because feedback is important. The biggest brands in the world would be nowhere without customer feedback. Without improvement, we’d just be stuck where we’re at, on a plateau forever. Seems a bit bleak, no?
Oatly is liable to stumble upon some fantastic new flavors in their comments section.
How exactly does listening to the voice of the customer help you improve your company? Glad you asked. There’s a ton of benefits from implementing VoC tactics, but here’s a quick summary of all the magic a voice of the customer tool can do:
Without a detailed idea of what your audience wants or needs, you’re more liable to trip up or make costly mistakes that needn’t have happened. So play your cards right, and invest in the proper tools for capturing the voice of the customer.
Simply put, voice of the customer tools are solutions that enable you to better understand your customer. Knowing what consumers are thinking will lead you to become a more customer-centric brand.
VoC solutions are programs or platforms that collect vital customer information. Their opinions, experiences, views, feelings. How they feel about the weather, pineapple on pizza, or the latest King Arthur movie. The data you gather from voice of the customer platforms help you make informed decisions.
This emoji cloud is representative of consumers’ feelings about pineapple pizza.
What tool you decide to use is up to you. Some knights ride into battle wielding a broadsword, while others prefer a spear or a nice solid club.
VoC programs are equally diverse. They can be as clear-cut as a quick survey, or as sophisticated as an integrated analytics model that predicts which product performs best.
Alright, let’s get into the good stuff. A whole bunch of companies collect consumer feedback, but not as many act on it. Why shouldn’t you be the one that takes the leap? Use the tools below to begin leveraging the voice of your customers.
Here at Talkwalker, we put the consumer at the heart of all we do. Activate the voice of the customer in real time by making sense of consumer feedback across all channels.
Whether you’re looking to better understand your VoC analytics or improve customer relationships, we’ll help you capture the voice of your customer without headaches.
Key products to help you meet customer expectations:
Talkwalker’s analytics provides insights on a variety of metrics.
Looking for a makeover? Offering a variety of services, Alchemer helps you truly become a customer-centric organization. They focus on finding and keeping customers by providing hyper-personalized solutions. Alchemer allows you to transform your business in 5 key ways:
Make customer centricity the heart of your business.
Nothing builds trust like a genuine review from a satisfied customer. Reviews.io makes this the focal point of their platform, offering services that help you collect genuine reviews that boost click-through response. Check them out to build your brand with the voice of the customer leading the charge.
Here are just a few of their many useful features:
For you nay-sayers, they can even build eye-catching, creative video reviews from your customers. That’s certainly one way to get someone’s attention!
Authentic reviews? Sign me up!
Even before the pandemic, getting a customer face-to-face wasn’t always an option. That’s why Olark’s live chat is so handy. Talk in real time, organize your customer data, and leverage chat insights to optimize your products and services.
Their handy-dandy features include:
Customizable chatbox for even more efficient conversations.
Zendesk employs a powerful combo of broad customer service expertise and deep product knowledge for a unique customer experience. They ensure you optimize your business even as it evolves, providing CX operations with a scalable solution. Customer service to action voice of the customer, who would’ve thought.
Useful tidbits to try out:
Find your zen and listen to your customers.
Communication is key. Therefore, how you go about it is of paramount importance. Medallia allows you to access one trusted view of the voice of your customers, wherever and however they choose to connect with you.
Perks from Medallia:
Ensure customer support that would win you a gold medal.
What’s another way to tackle voice of the customer? Making sure your teams have everything they need. SentiSum does this by providing AI-powered tagging and automation for support teams.
Automated features to try out:
Make sure your teams are well equipped with valuable info.
This holistic CX platform gives you everything you need to continuously improve. True to its name, Getfeedback does exactly that. Flexible and easy-to-use, this platform allows you to add media and make other modifications to suit your needs.
Plus, you can even connect your CX data with your Salesforce customer data. Automate survey distribution, assign follow-up tasks, and give your team valuable insights so that they can keep up with customers in a constantly shifting world. Head over to their website and see how to take customer service to the next level.
Go out there and get it.
As aptly named as GetFeedback, this VoC software gives your real-time customer feedback in a neatly packaged platform. Using Ask Nicely is basically like having a coach that you can carry around in your pocket. Motivate and empower your frontline workers to guarantee that every customer experience is awesome.
The things you can do with Ask Nicely:
They even have a handy customer experience blog with helpful topics like metrics for tracking customer satisfaction and how to empower your frontline employees. Maybe being nice really does pay!
Encourage your team from afar.
There you have it. Some details on the incredible value of implementing VoC strategy, and 9 voice of the customer tools that will help you better understand consumers, optimize your brand, and boost business.
Still unsure? Let me prove how helpful voice of the customer analytics can be. Take just a few seconds to check out our free consumer intelligence dashboard for some super valuable insights!