Voice of the Customer
Gain insight into customer expectations, preferences, and pain points to enable better business decision making.
Amplify the power of listening
Imagine if you could increase understanding of your customers, provide relevant customer engagement with context, identify and fix customer issues as they occur, and reduce churn by identifying customers at risk. Our comprehensive Voice of Customer solution makes it possible by integrating all customer feedback: from voice recordings, chats, emails, agent notes, digital footprint, social commentary, and surveys to their shopping behavior and characteristics.
Contact centres can use the insights gathered through our VOC solutions to improve customer experience, continually optimise product development, uncover new areas to automate, and deliver superior self-serve experiences that eliminate common friction points.
Consolidate voice of customer data across multiple channels
to capture, analyze, and act on interactions in real-time
Improve CX by
better understanding
your customers
Identify and fix customer
issues as they occur
Reduce churn by identifying
customers at risk
Provide relevant customer
engagement with context
React in real-time
Today's customers want to interact with brands on their own terms throughout the customer journey, on whichever channel they choose. This makes it difficult to keep track of their expectations and deliver quility customer service. Our holistic voice of customer platform seamlessly integrates customer data from multiple channels so you can capture, analyze and act on data in real-time. By listening to your customers and collecting customer feedback, your can ensure that you match, and exceed, your customers expectations. This in turn can lead to improved net promoter score and customer satisfaction ratings.
Build long-term
customer relationships
Every single interaction a customer has with your brand impacts their likelihood of remaining a loyal customer. To build long-term customer retention, you need to place a laser-like focus on each and every interaction. Our voice of customer programs connect every customer interaction and touch point enabling you to quickly understand where you need to improve and identifying key moments of pain and delight.
Make better
business decisions
Identify
- Operational issues
- Process issues
- Product issues
- Customer problems
Integrate
- Solicited feedback
- Unsolicited feedback
- Invisible feedback
Enable
- Strategic decision making
- Product enhancements
- Product innovations
- Targeted coaching training
